For the second year running, Salesforce Sales Cloud topped GetApp’s CRM Category Leaders with an overall score of 81. Zoho CRM followed with a score of 76, climbing from fifth place in 2018 to second in 2019 thanks in part to a strong security score. Despite strong performance from Zoho, security was a weak point for CRM software overall—with the category averaging 7 out of a possible 20 points.
The full 2019 CRM rankings can be viewed here, along with a handy product comparison tool:
Data privacy laws in California that go into effect Jan. 1, 2020, mark the beginning of legislative reform governing how data is handled in the United States. Data-centric companies including CRM providers will face increased scrutiny around their data handling practices. Our CRM Category Leaders should see gains in security scores as regulations and best practices are defined and implemented throughout the coming year.
If you work in an industry with heavily regulated compliance and need CRM software now, be sure to scrutinize the security policies of any vendors you’re considering. Several of GetApp’s Category Leaders outperformed the CRM software average other than Zoho including Freshsales (10), Bitrix24 (10) and PipelineDeals (10).
Freshales, Bitrix24, and PipelineDeals weren’t included in last year’s rankings but claimed fifth, sixth, and seventh place respectively in 2019. While Freshsales and PipelineDeals separate themselves from the competition by emphasizing ease of use, Bitrix24 advertises an on-premise option for its CRM solution—a rarity given the long-term trend toward cloud-based software across industries.
Self-hosted CRM software still has a place in the era of the cloud, enabling businesses to satisfy legal requirements around data handling and storage, provide admin access to the system’s source code or use advanced customization to tailor the software to suit their needs. Bitrix24 also offers a cloud-based option, which is likely the best fit for most businesses due to both cost and simplicity.
If you’re in the market for CRM software, GetApp’s Category Leaders is a great place to begin drafting a shortlist.