Lead management is often a point of emphasis for sales and marketing teams. Archaic business development techniques are expensive, time consuming, and ultimately no longer effective in the digital age. Buyers desire authenticity and want be well-informed in order to be fully confident in their buying decisions.
With this shift in the buying process, business development teams must have the ability to identify a potential lead, follow their actions and behavior, and then deliver touch points to educate and nurture prospects along their buyer journey in order to effectively sell. With proper lead management tools, building a genuine relationship with a prospect becomes second nature, leading to shorter and more efficient sales cycles.
In their recently released report, Gartner evaluated multiple CRM vendors using data from Gartner Peer Insights “Voice of the Customer” to compare and contrast Lead Management capabilities and customer satisfaction within those tools…
2020 Gartner Peer Insights “Customers’ Choice”
Gartner’s “Voice of the Customer” is a market research effort that empowers customers by collecting reviews and feedback of their respective CRM vendors. In the past 5 years, over 315,000 reviews have been published to peer insights. Gartner has taken these reviews and merged them with their expert research to create a quadrant for the “Customers’ Choice” award.
In order to be eligible for consideration for this award, CRM vendors must meet multiple criteria points. According to Gartner, “In markets where there is enough data, Gartner Peer Insights recognizes the vendors that are the most highly rated by their customers through the Customers’ Choice distinction. To qualify for the Customers’ Choice distinction, vendors must have a product that is aligned to the market, have their overall rating (out of 5 stars) equal or higher than the mean rating for that market, and receive 50 or more eligible published customer reviews during the one-year submission period. In addition, customer reviews must be representative of a broad mix of enterprise clients from different industries, company sizes and deployment regions. Reviews from end-user companies with less than $50M in revenue will be excluded from this methodology.” Click here to learn more about Gartner’s methodology.
As of December 31st, 2019- the following suppliers have been identified as “Customer’s Choice” vendors for Lead Management in CRM: HubSpot, Zoho, Adobe, Salesforce, and Microsoft. Microsoft was given an overall rating of 4.4/5.
For a more in depth breakdown:
- 52% of Microsoft users rated their CRM Lead Management a 5/5.
- 37% rated them a 4.5.
- 12% rated them 3 or 2.
Microsoft Dynamics CRM vendors have shown high levels of customer satisfaction in:
- “Evaluation and Contracting” (4.5)
- “Integration and Deployment” (4.4)
- “Service and Support” (4.4)