Asking the question, “what’s the best CRM software?” is similar to asking the question, “what’s the best ERP software?”
With an increasing number of CRM choices, the answer depends on the size of your organization, your business model, your systems landscape, your budget and more.
People often turn to crowd review sites or traditional review sites to find the best CRM. Some traditional review sites are limited to only those vendors that are currently participating in a lead generation program — so the vendor landscape may not be complete.
CRM crowd review and rating sites such as G2Crowd and CrowdReviews are a good starting point, but they may not give you a definitive answer as to what the overall best CRM software is for your organization.
Crowd CRM reviews may only give you one person’s perspective from among dozens or even hundreds of users within their organization. Reviews tend to be skewed toward the individual user experience rather than wider enterprise functionality. Both are important considerations for CRM.
A lower rated system might have built-in integration with another system that would be the main factor compelling many users log into the system every day.
Review sites may show systems that are niche or even mis-categorized.
– HubSpot CRM, one of the highest rated CRM systems on G2 Crowd, has an important prerequisite – a HubSpot Marketing subscription.
– ProsperWorks, also highly rated, requires that your organization is using Google Apps.
– As of the time of this writing, the second highest rated CRM software on CrowdReviews is PeopleSoft, which is actually a human resources solution. In fairness, CrowdReviews also has a “beta” tag.
On the positive side, these sites can serve as a good basis for your CRM vendor shortlist.
Arriving at the Best CRM Solution
For most organizations, selecting the right CRM system involves defining requirements first and then determining what CRM system can best address the highest priority business needs — at value price point.
If a quick decision is made based on crowd reviews and ratings, an organization could find itself several months down the road with no easy way to solve an important business requirement using the current CRM system.
For example, a requirement to integrate with legacy system or a new piece of technology might arise. For the in-place CRM system, it might require a fully custom integration.
Social proof is important, but ultimately, the best CRM is the one that best fits your unique business processes.