Grid® Report for CRM

Grid? Report for CRM Summer 2020

Workbooks vs. Competitors

Contenders

NetSuite

SAP CRM Sage CRM Siebel Oracle CRM On Demand

Oracle Engagement Cloud CRM (formerly Oracle Sales Cloud)

GoldMine

Microsoft Dynamics 365 Sales Sugar Sell

(formerly SugarCRM)

Workbooks

Leaders

Salesforce

Zoho

Market Presence

Niche

Grid? Scoring

Satisfaction

High Performers

? 2020 G2, Inc. All rights reserved. No part of this publication may be reproduced or distributed in any form without G2's prior written permission. While the information in this report has been obtained from sources believed to be reliable, G2 disclaims all warranties as to the accuracy, completeness, or adequacy of such information and shall have no liability for errors, omissions, or inadequacies in such information.

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Grid? Report for CRM | Summer 2020

Workbooks vs. Competitors

Description

This document compares Workbooks with its main competitors highlighted on the CRM Grid?. Satisfaction and feature ratings for products are shown below. The highest score for each metric is in green. Pricing editions for products are included following the satisfaction and feature ratings.

Data in this document was pulled from reviews submitted up until June 02, 2020.

Satisfaction Ratings

Workbooks

Salesforce

Microsoft Dynamics 365 Sales

Zoho

Sugar Sell (formerly SugarCRM)

NetSuite

SAP CRM

Siebel

Sage CRM

GoldMine

Oracle Engagement Cloud Oracle CRM On Demand

Average

Satisfaction

Satisfaction by Category

Net Promoter Score (NPS)

Likely to Recommend

Product Going in Right

Direction?

Meets Requirements

Ease of Admin

Ease of Doing Business

Quality Ease

of

of

Support Setup

Ease of Use

Net Promoter Score (NPS) (Range from -100 to +100)

85%

87%

86%

84%

88%

87% 81% 86%

43

84%

82%

89%

80%

83%

81% 75% 81%

43

75%

67%

83%

79%

81%

78% 75% 78%

8

79%

78%

85%

81%

81%

77% 80% 83%

24

74%

72%

81%

79%

80%

78% 76% 78%

10

68%

63%

77%

70%

68%

70% 63% 68%

-6

71%

67%

81%

75%

82%

76% 69% 67%

-3

68%

57%

79%

68%

72%

75% 64% 70%

-8

69%

53%

75%

71%

67%

68% 67% 71%

-13

73%

50%

81%

76%

78%

77% 70% 78%

7

72%

81%

78%

69%

69%

71% 66% 77%

-4

69%

46%

76%

70%

70%

69% 67% 71%

-18

74%

67%

81%

75%

77%

76% 71% 76%

7

? 2020 G2, Inc. All rights reserved.

2

Grid? Report for CRM | Summer 2020

Workbooks vs. Competitors

Feature Comparison / Sales Force Automation

Workbooks

Salesforce

Microsoft Dynamics 365 Sales

Zoho

Sugar Sell (formerly SugarCRM)

NetSuite

SAP CRM

Siebel

Sage CRM

GoldMine

Oracle Engagement Cloud Oracle CRM On Demand

Average

Contact & Partner Opportunity Account Relationship & Pipeline Mgmt. Mgmt. (PRM) Mgmt.

87%

N/A

84%

Task / Activity Mgmt.

85%

89%

85%

88%

85%

84%

81%

82%

81%

86%

85%

83%

83%

83%

79%

81%

79%

77%

72%

73%

73%

80%

N/A

78%

79%

78%

76%

76%

77%

75%

N/A

75%

76%

84%

N/A

73%

81%

78%

76%

77%

77%

78%

74%

82%

79%

79%

74%

79%

79%

Territory & Quota Mgmt.

81%

Desktop Integration

Product & Price List

Mgmt.

83%

82%

82%

84%

82%

Quote & Order Mgmt.

83%

83%

79%

82%

79%

80%

79%

83%

81%

81%

74%

76%

75%

77%

67%

72%

76%

77%

81%

78%

79%

81%

76%

76%

75%

77%

69%

69%

73%

73%

69%

73%

70%

70%

73%

76%

75%

75%

70%

67%

69%

69%

75%

77%

76%

77%

Customer Contract

Mgmt. 84% 85%

83%

84%

81%

75% 81% 78% 75% 80%

78%

78% 80%

* N/A is displayed when fewer than five responses were received for the question.

? 2020 G2, Inc. All rights reserved.

3

Grid? Report for CRM | Summer 2020

Workbooks vs. Competitors

Feature Comparison / Marketing Automation

Workbooks Salesforce Microsoft Dynamics 365 Sales Zoho Sugar Sell (formerly SugarCRM) NetSuite SAP CRM Siebel Sage CRM GoldMine Oracle Engagement Cloud Oracle CRM On Demand Average

Email Marketing 82% 81% 79% 81% 74% 67% 74% 75% 69% 72% 81% 73% 76%

Campaign Management Lead Management

81%

83%

83%

86%

78%

81%

80%

85%

75%

81%

66%

73%

N/A

80%

77%

76%

75%

73%

N/A

75%

79%

70%

72%

76%

79%

Marketing ROI Analytics 83% N/A 79% 81% 74% 71% 80% 79% 70% N/A N/A 73% 77%

*N/A is displayed when fewer than five responses were received for the question. **A blank box indicates that a vendor has selected that they do not offer that feature.

? 2020 G2, Inc. All rights reserved.

4

Grid? Report for CRM | Summer 2020

Workbooks vs. Competitors

Feature Comparison / Customer Support

Workbooks

Salesforce

Microsoft Dynamics 365 Sales

Zoho

Sugar Sell (formerly SugarCRM)

NetSuite

SAP CRM

Siebel

Sage CRM

GoldMine

Oracle Engagement Cloud Oracle CRM On Demand

Average

Case Management 86% 85%

Customer Support Portal 83% 83%

82%

81%

81%

80%

81%

80%

76%

73%

83%

81%

81%

78%

75%

71%

73%

74%

74%

73%

76%

78%

79%

78%

Knowledge Base 84% 84% 81% 81% 80% 70% 82% 80% 73% 74% 74%

77% 78%

Call Centre Features 84% 82% 80% 79% 78% 70% 79% 81% 71% 63% 74%

72% 76%

Support Analytics 85% 83% 82% 81% 80% 74% 80% 80% 67% 68% 73%

76% 77%

? 2020 G2, Inc. All rights reserved.

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