Customer Relationship Management

Transcription

1 Category Report Customer Relationship Management NUMBER OF REVIEWS NUMBER OF VENDORS EVALUATED REPORT GENERATED 17/05/2017 Metrix CRM SNAP CRM Power Sync CRM Pederson Client Management Solution VineCRM Cascade CRM

2 Customer Relationship Management Category Report Table of Contents How to Use the Report InfoTech s Category Reports provide a comprehensive evaluation of popular products in the Customer Relationship Management market. This buyer s guide is designed to help prospective purchasers make better decisions by leveraging the experiences of real users. Category Overview...5 The data in this report is collected from real end users, meticulously verified for veracity, exhaustively analyzed, and visualized in easy to understand charts and graphs. Each product is compared and contrasted with all other vendors in their category to create a holistic, unbiased view of the product landscape. Vendor Capability Summary...6 Use this report to determine which product is right for your organization. For highly detailed reports on individual products, see InfoTech s Product Scorecard. Data Quadrant...4 Vendor Capabilities... 7 Product Feature Summary Product Features Emotional Footprint Summary Emotional Footprint

3 Category Report Software Directory CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE Selecting software can be overwhelming and one of the biggest challenges facing organizations is understanding the marketplace and identifying all of the available vendors and products. The Software Directory is a comprehensive list of all relevant software vendors in a particular category. Use this page to create the right vendor shortlist by exploring all of the options available to your organization. Customer Relationship Management Software Maple CRM Apex CRM Solution Monetize CRM SNAP CRM Momentum CRM Epic Customer Management Solutions Pederson Client Management Solution Power Sync CRM Metrix CRM VineCRM Cascade CRM 3

4 SOFTWARE REVIEWS Data Quadrant Assess vendor and product performance at a glance and use the Software Reviews Data Quadrant to identify which products and vendors are leadings the pack and which are trailing. 7.9 PRODUCT INNOVATOR LEADER Customer Relationship Management PRODUCT FEATURES AND SATISFACTION 6.7 FOLLOWER Pederson Client Management Solution Cascade CRM VineCRM Power Sync CRM Metrix CRM SNAP CRM SERVICE STAR 6.7 VENDOR EXPERIENCE AND CAPABILITIES 8.9 The Software Reviews Data Quadrant evaluates and ranks products based on feedback from IT and business professionals. The placement of a software in the Data Quadrant indicates its relative ranking as well as its categorization. The Complete Software Experience When distilled down, the software experience is shaped by both the experience with the software and the relationship with the vendor. Evaluating enterprise software along these two dimensions provides a comprehensive understanding of the product and helps identify vendors that can deliver on both. Product Features and Satisfaction The satisfaction is captured in the overall satisfaction score, which is driven by the likelihood of users to recommend the software, combined with user satisfaction across top product features. Note: The axes ranges are dynamically adjusted based on minimum and maximum values in the dataset. Vendor Experience and Capabilities The vendor relationship is calculated in a weighted average of the satisfaction scores tied to vendor capabilities (e.g. software implementation, training, customer support, product roadmap) as well as emotional response ratings toward the vendor (e.g. trustworthy, respectful, fair). 4

5 Category Overview This page provides a high level summary of product performance within the Customer Relationship Management category. Products are ranked by a composite satisfaction score (Composite Score) that averages four different areas of evaluation: Net Emotional Footprint, Vendor Capabilities, Product Features, and Likeliness to Recommend. The Net Emotional Footprint Score measures user emotional response ratings of the vendor (e.g. trustworthy, respectful, fair). Use this data to get a sense of the field, and to see how the products you re considering stack up. RANK VENDOR COMPOSITE SCORE NET EMOTIONAL NET EMOTIONAL DISTRIBUTION VENDOR CAPABILITIES PRODUCT FEATURES LIKELINESS TO RECOMMEND NUMBER OF REVIEWS Power Sync CRM 8.2/ % 70% 86% 75% 82% 352 SNAP CRM 8.0/ % 77% 74% 70% 19 Metrix CRM 7.9/ % 74% 78% 75% 72% 59 VineCRM 7.1/ % 68% 71% 72% 66% 36 Pederson Client Management Solution 6.9/ % 64% 75% 68% 74% 96 6 Cascade CRM 6.7/ AVERAGE SCORES 7.5/ % 69% 10% 70% 67% 65% 68% 57 76% 72% 72% 103 VENDORS WITH INSUFFICIENT DATA Monetize CRM % 80% 13 Momentum CRM % 73% 12 Apex CRM Solution % 81% 10 Maple CRM % 81% 8 5

6 Vendor Capability Summary This page summarizes user satisfaction with a variety of vendor capabilities regarding their product offering(s). Look for strong and consistent performance across the board when assembling your shortlist, and followup on areas of concern during the evaluation and negotiation processes. = Highest Score = Lowest Score VENDOR OVERALL CAPABILITY SATISFACTION BUSINESS VALUE CREATED BREADTH OF FEATURES QUALITY OF FEATURES PRODUCT STRATEGY AND RATE OF IMPROVEMENT USABILITY AND INTUITIVENESS VENDOR SUPPORT EASE OF DATA INTEGRATION EASE OF IT ADMINISTRATION EASE OF CUSTOMIZATION AVAILABILITY AND QUALITY OF TRAINING EASE OF IMPLEMENTATION Power Sync CRM 86% 88% 86% 89% 87% 88% 82% 85% 88% 87% 76% 75% Metrix CRM 78% 81% 81% 80% 76% 77% 76% 82% 76% 77% 78% 77% SNAP CRM 77% 80% 80% 77% 80% 79% 75% 77% 75% 77% 72% 75% Pederson Client Management Solution 75% 78% 76% 76% 77% 76% 78% 76% 74% 74% 69% 66% VineCRM 71% 71% 71% 71% 73% 76% 72% 67% 67% 77% 66% 64% Cascade CRM 67% 71% 66% 69% 68% 62% 69% 69% 65% 64% 68% 67% CATEGORY AVERAGE 76% 78% 77% 77% 77% 76% 75% 76% 74% 76% 72% 70% VENDORS WITH INSUFFICIENT DATA Monetize CRM 86% 91% 86% 88% 86% 89% 81% 79% 89% 85% 88% 75% Momentum CRM 81% 86% 88% 84% 85% 86% 58% 83% 81% 81% 58% 58% Apex CRM Solution 80% 86% 75% 88% 71% 91% 86% 75% 78% 80% 67% 50% Epic Customer Management Solutions 99% 100% 100% 100% 94% 96% 100% 100% 100% 100% 50% 50% 6

7 Vendor Capability Satisfaction This section provides detailed information on user satisfaction for each vendor capability regarding their product offering(s). Use these pages to dig deeper into areas of particular interest or concern. Vendor Capabilities This table lists and briefly describes all vendor capabilities that are evaluated in the Customer Relationship Management software category. For your convenience, you will also find longer descriptions of the capabilities under the capability subheadings in the subsequent pages. Business Value Created The underlying purpose of software is to create value for employees, customers, partners and ultimately shareholders. As a result, it is imperative that any software selection be aligned with the organization s needs and deliver enough business value to justify the cost. The data below highlights the satisfaction level associated with the business value derived from various product offerings. Use this information to identify the software that consistently creates business value for its customers. Business Value Created The ability to bring value to the organization. Delights 73% Breadth of Features Quality of Features The ability to perform a wide variety of tasks. The ability to perform at or above industry standards. POWER SYNC CRM 17% 5% 88 % Business Value Created Product Strategy and Rate of Improvement The ability to adapt to market change. Disappoints 5% Usability and Intuitiveness Vendor Support Ease of Data Integration Ease of IT Administration Ease of Customization Availability and Quality of Training Ease of Implementation The ability to reduce training due to intuitive design. The ability to receive timely and sufficient support. The ability to seamlessly integrate data. Ease of use of the backend user interface. The ability to scale the solution to a business unique needs. Quality training allows employees to take full advantage of the software. The ability to implement the solution without unnecessary disruption. 2 Metrix CRM 81% 3 SNAP CRM 80% 4 Pederson Client Management Solution 78% 5 Cascade CRM 71% 6 VineCRM 71% CATEGORY AVERAGE 78% Monetize CRM 91% Momentum CRM 86% Apex CRM Solution 86% Maple CRM 100% 7

8 Vendor Capability Satisfaction This section provides detailed information on user satisfaction for each vendor capability regarding their product offering(s). Use these pages to dig deeper into areas of particular interest or concern. Breadth of Features Users prefer to work with feature rich software that enables them to perform diverse series of tasks as opposed to one they find restrictive. The data below highlights the satisfaction level associated with the breadth of features from various product offerings. Use this information to identify which software offers valuable comprehensive functionality that extends beyond the basic level. Quality of Features Feature quality is just as important as quantity. Software needs to do what you re purchasing it to do, easily, intuitively, reliably, and effectively. Use the data in this section to gauge whether or not a product follows through on the marketing hype by delivering high quality features. Delights 68% Delights 72% POWER SYNC CRM 21% 4% 86 % Breadth of Features POWER SYNC CRM 16% 8% 89 % Quality of Features Disappoints 6% Disappoints 3% 2 Metrix CRM 81% 2 Metrix CRM 80% 3 SNAP CRM 80% 3 SNAP CRM 77% 4 Pederson Client Management Solution 76% 4 Pederson Client Management Solution 76% 5 VineCRM 71% 5 VineCRM 71% 6 Cascade CRM 66% 6 Cascade CRM 69% CATEGORY AVERAGE 77% CATEGORY AVERAGE 77% Monetize CRM 86% Monetize CRM 88% Momentum CRM 88% Momentum CRM 84% Apex CRM Solution 75% Apex CRM Solution 88% Maple CRM 100% Maple CRM 100% 8

9 Vendor Capability Satisfaction This section provides detailed information on user satisfaction for each vendor capability regarding their product offering(s). Use these pages to dig deeper into areas of particular interest or concern. Product Strategy and Rate of Improvement Purchasing software can be a significant commitment, so it s important to know if your vendor is serious about the need for constant improvement and deliberate strategic direction. Vendors who don t stay on top of emerging needs and trends won t enable you to meet your business goals. Use the data in this section to separate innovators from imposters. Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users technical ability to determine how important UX is in your purchase. Delights 70% Delights 66% POWER SYNC CRM 17% 8% 87 % Product Strategy and Rate of Improvement POWER SYNC CRM 26% 5% 88 % Usability and Intuitiveness Disappoints 5% Disappoints 3% 2 SNAP CRM 80% 2 SNAP CRM 79% 3 Pederson Client Management Solution 77% 3 Metrix CRM 77% 4 Metrix CRM 76% 4 Pederson Client Management Solution 76% 5 VineCRM 73% 5 VineCRM 76% 6 Cascade CRM 68% 6 Cascade CRM 62% CATEGORY AVERAGE 77% CATEGORY AVERAGE 76% Monetize CRM 86% Monetize CRM 89% Momentum CRM 85% Momentum CRM 86% Apex CRM Solution 71% Apex CRM Solution 91% Maple CRM 75% Epic Customer Management Solutions 96% 9

10 Vendor Capability Satisfaction This section provides detailed information on user satisfaction for each vendor capability regarding their product offering(s). Use these pages to dig deeper into areas of particular interest or concern. Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve. Use the data in this section to see which vendors tend to underservice their product and which will offer quality support. Ease of Data Integration The ability to integrate with other systems is increasingly important; without this, manual data loading and extraction can be timeconsuming and prone to error. Use this section to see which vendors will cause headaches and which will make data integration easy. Delights 60% Delights 67% POWER SYNC CRM 26% 5% 82 % Vendor Support POWER SYNC CRM 21% 7% 85 % Ease of Data Integration Disappoints 9% Disappoints 6% 2 Pederson Client Management Solution 78% 2 Metrix CRM 82% 3 Metrix CRM 76% 3 SNAP CRM 77% 4 SNAP CRM 75% 4 Pederson Client Management Solution 76% 5 VineCRM 72% 5 Cascade CRM 69% 6 Cascade CRM 69% 6 VineCRM 67% CATEGORY AVERAGE 75% CATEGORY AVERAGE 76% Monetize CRM 81% Monetize CRM 79% Momentum CRM 58% Momentum CRM 83% Apex CRM Solution 86% Apex CRM Solution 75% Maple CRM 94% Epic Customer Management Solutions 100% 10

11 Vendor Capability Satisfaction This section provides detailed information on user satisfaction for each vendor capability regarding their product offering(s). Use these pages to dig deeper into areas of particular interest or concern. Ease of IT Administration Administrative interfaces don t get the same attention as those built for end users, but they shouldn t be clunky or unintuitive. Use the data in this section to determine which vendors make administration easy, so that your IT personnel can resolve issues and perform configurations efficiently and effectively. Ease of Customization Outofthebox functionality often isn t enough, especially for niche or industryspecific software, and the reason you re buying rather than building is to save time and money in the first place. Don t get bogged down in a difficult customization; use the data in this section to make sure you can easily achieve the functionality you need for your particular situation. Delights 68% Delights 67% POWER SYNC CRM 25% 3% 88 % Ease of IT Administration POWER SYNC CRM 23% 4% 87 % Ease of Customization Disappoints 4% Disappoints 6% 2 Metrix CRM 76% 2 Metrix CRM 77% 3 SNAP CRM 75% 3 VineCRM 77% 4 Pederson Client Management Solution 74% 4 SNAP CRM 77% 5 VineCRM 67% 5 Pederson Client Management Solution 74% 6 Cascade CRM 65% 6 Cascade CRM 64% CATEGORY AVERAGE 74% CATEGORY AVERAGE 76% Monetize CRM 89% Monetize CRM 85% Momentum CRM 81% Momentum CRM 81% Apex CRM Solution 78% Apex CRM Solution 80% Maple CRM 95% Maple CRM 92% 11

12 Vendor Capability Satisfaction This section provides detailed information on user satisfaction for each vendor capability regarding their product offering(s). Use these pages to dig deeper into areas of particular interest or concern. Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you ve chosen. Use this section to make sure your vendor s training programs and materials measure up. Ease of Implementation Choosing the right software is only the first step. Successfully implementing the new solution is necessary in order to realize its full value and promote end user adoption. Use the data in this section to determine which software is easy to implement, and which may jeopardize your goals by causing trouble in this stage. Delights 31% Delights 28% METRIX CRM 52% 17% 78 % Availability and Quality of Training METRIX CRM 60% 8% 77 % Ease of Implementation Disappoints Disappoints 4% 2 Power Sync CRM 76% 2 Power Sync CRM 75% 3 SNAP CRM 72% 3 SNAP CRM 75% 4 Pederson Client Management Solution 69% 4 Cascade CRM 67% 5 Cascade CRM 68% 5 Pederson Client Management Solution 66% 6 VineCRM 66% 6 VineCRM 64% CATEGORY AVERAGE 72% CATEGORY AVERAGE 70% Monetize CRM 88% Monetize CRM 75% Momentum CRM 58% Momentum CRM 58% Apex CRM Solution 67% Apex CRM Solution 50% Epic Customer Management Solutions 50% Epic Customer Management Solutions 50% 12

13 Product Feature Summary This page summarizes user satisfaction with a variety of product features. While strong and consistent performance across the board is desirable, you may be willing to tolerate low scores on features that don t impact your primary use case or core objectives. Use this highlevel data to help plan and structure your product evaluation. = Highest Score = Lowest Score VENDOR OVERALL FEATURE SATISFACTION ACCOUNT AND CONTACT MANAGEMENT ACTIVITY AND WORKFLOW MANAGEMENT ANALYTICS AND REPORTING COLLABORATION CUSTOMER SERVICE MANAGEMENT LEAD MANAGEMENT MARKETING MANAGEMENT MOBILE QUOTE, CONTRACT, AND PROPOSAL SALES MANAGEMENT TELEPHONY AND CALL CENTER MANAGEMENT Power Sync CRM 75% 78% 75% 73% 77% 75% 77% 74% 76% 71% 76% 73% Metrix CRM 75% 74% 74% 80% 72% 77% 73% 78% 71% 76% 76% 73% SNAP CRM 74% 72% 78% 78% 78% 72% 66% 72% 66% 81% 72% 78% VineCRM 72% 70% 74% 72% 71% 76% 67% 76% 67% 75% 73% 74% Pederson Client Management Solution 68% 68% 69% 67% 68% 71% 69% 67% 59% 71% 71% 65% Cascade CRM 65% 70% 69% 69% 61% 68% 63% 60% 58% 67% 68% 61% CATEGORY AVERAGE 72% 72% 72% 72% 71% 73% 70% 70% 67% 72% 73% 69% VENDORS WITH INSUFFICIENT DATA Monetize CRM 88% 88% 88% 88% 88% 88% 88% 88% 88% 100% 88% 88% Momentum CRM 56% 58% 58% 50% 58% 50% 58% 58% 75% 58% 50% 58% Apex CRM Solution 70% 63% 75% 67% 75% 63% 75% 75% 50% 75% 67% 75% Maple CRM 75% 75% 75% 75% 75% 13

14 Product Feature Satisfaction This section provides detailed information on user satisfaction for each product feature. Use these pages to dig deeper into areas of particular interest or concern. Product Features This table lists and describes all the features that are evaluated in the Customer Relationship Management software category. For your convenience, these descriptions are repeated under the feature subheadings in the subsequent pages. Account and Contact Management Customizable records with customer demographic information, account history, and billing information. Account and Contact Management Customizable records with customer demographic information, account history, and billing information. Delights 36% Activity and Workflow Management Text or codebased and visual workflow designers; includes calendars, reminders, task management, assignment, and workflow management tools for representatives and agents. POWER SYNC CRM 46% 15% 78% Account and Contact Management Analytics and Reporting Includes dashboard visualizations and detailed summary reporting for data analysis. Disappoints 3% Collaboration Customer Service Management Lead Management Marketing Management Mobile Quote, Contract, and Proposal Sales Management Telephony and Call Center Management Includes ability to view, share and direct work between coworkers in real or near realtime. Includes case and ticket management, automatic escalation rules, advanced service resolution tools, multichannel integration, inband response capabilities, and social listening for proactive custome Ability to track and optimize prospective customers through lead generation, customer inquiry and capture, filtering, grading distribution, and contact and lead nurturing. Multichannel campaign management, budget tracking, clicktolead capabilities, and campaign analytics. Social property management, social keyword mining, and social analytics dashboard. Ability to support multiple devices, OSes and platforms using mobile optimized, HTMLbased web access and/or native applications. Includes web portals, quoting capabilities, order tracking and fulfillment, and rapid deployment templates for ecommerce sites. Lead generation, pipeline management, teambased and geographybased assignment. Sales compensation management, contract management, and ability to pull customer information from the social cloud. Computertelephony Integration for bringing call information into the CRM suite. Advanced Call recording, call scripting, queuing, and Interactive Voice Response (IVR). 2 Metrix CRM 74% 3 SNAP CRM 72% 4 VineCRM 70% 5 Cascade CRM 70% 6 Pederson Client Management Solution 68% CATEGORY AVERAGE 72% Monetize CRM 88% Momentum CRM 58% Apex CRM Solution 63% Epic Customer Management Solutions 50% 14

15 Product Feature Satisfaction This section provides detailed information on user satisfaction for each product feature. Use these pages to dig deeper into areas of particular interest or concern. Activity and Workflow Management Text or codebased and visual workflow designers; includes calendars, reminders, task management, assignment, and workflow management tools for representatives and agents. Analytics and Reporting Includes dashboard visualizations and detailed summary reporting for data analysis. Delights 22% Delights 37% SNAP CRM 67% 11% 78 % Activity and Workflow Management METRIX CRM 46% 17% 80% Analytics and Reporting Disappoints Disappoints 2 Power Sync CRM 75% 2 SNAP CRM 78% 3 VineCRM 74% 3 Power Sync CRM 73% 4 Metrix CRM 74% 4 VineCRM 72% 5 Pederson Client Management Solution 69% 5 Cascade CRM 69% 6 Cascade CRM 69% 6 Pederson Client Management Solution 67% CATEGORY AVERAGE 72% CATEGORY AVERAGE 72% Monetize CRM 88% Monetize CRM 88% Momentum CRM 58% Momentum CRM 50% Apex CRM Solution 75% Apex CRM Solution 67% Maple CRM 75% Maple CRM 75% 15

16 Product Feature Satisfaction Collaboration Includes ability to view, share and direct work between coworkers in real or near realtime. This section provides detailed information on user satisfaction for each product feature. Use these pages to dig deeper into areas of particular interest or concern. Customer Service Management Includes case and ticket management, automatic escalation rules, advanced service resolution tools, multichannel integration, inband response capabilities, and social listening for proactive custome Delights 33% Delights 34% SNAP CRM 44% 22% 78 % Collaboration METRIX CRM 41% 25% 77 % Customer Service Management Disappoints Disappoints 2 Power Sync CRM 77% 2 VineCRM 76% 3 Metrix CRM 72% 3 Power Sync CRM 75% 4 VineCRM 71% 4 SNAP CRM 72% 5 Pederson Client Management Solution 68% 5 Pederson Client Management Solution 71% 6 Cascade CRM 61% 6 Cascade CRM 68% CATEGORY AVERAGE 71% CATEGORY AVERAGE 73% Monetize CRM 88% Monetize CRM 88% Momentum CRM 58% Momentum CRM 50% Apex CRM Solution 75% Apex CRM Solution 63% Maple CRM 75% Maple CRM 75% 16

17 Product Feature Satisfaction This section provides detailed information on user satisfaction for each product feature. Use these pages to dig deeper into areas of particular interest or concern. Lead Management Ability to track and optimize prospective customers through lead generation, customer inquiry and capture, filtering, grading distribution, and contact and lead nurturing. Marketing Management Multichannel campaign management, budget tracking, clicktolead capabilities, and campaign analytics. Social property management, social keyword mining, and social analytics dashboard. Delights 34% Delights 38% POWER SYNC CRM 44% 20% 77 % Lead Management METRIX CRM 41% 17% 78% Marketing Management Disappoints 2% Disappoints 3% 2 Metrix CRM 73% 2 VineCRM 76% 3 Pederson Client Management Solution 69% 3 Power Sync CRM 74% 4 VineCRM 67% 4 SNAP CRM 72% 5 SNAP CRM 66% 5 Pederson Client Management Solution 67% 6 Cascade CRM 63% 6 Cascade CRM 60% CATEGORY AVERAGE 70% CATEGORY AVERAGE 70% Monetize CRM 88% Monetize CRM 88% Momentum CRM 58% Momentum CRM 58% Apex CRM Solution 75% Apex CRM Solution 75% Epic Customer Management Solutions 50% Epic Customer Management Solutions 50% 17

18 Product Feature Satisfaction This section provides detailed information on user satisfaction for each product feature. Use these pages to dig deeper into areas of particular interest or concern. Mobile Ability to support multiple devices, OSes and platforms using mobile optimized, HTMLbased web access and/or native applications. Quote, Contract, and Proposal Includes web portals, quoting capabilities, order tracking and fulfillment, and rapid deployment templates for ecommerce sites. Delights 36% Delights 22% POWER SYNC CRM 43% 15% 76 % Mobile SNAP CRM 78% 81 % Quote, Contract, and Proposal Disappoints 6% Disappoints 2 Metrix CRM 71% 2 Metrix CRM 76% 3 VineCRM 67% 3 VineCRM 75% 4 SNAP CRM 66% 4 Pederson Client Management Solution 71% 5 Pederson Client Management Solution 59% 5 Power Sync CRM 71% 6 Cascade CRM 58% 6 Cascade CRM 67% CATEGORY AVERAGE 67% CATEGORY AVERAGE 72% Monetize CRM 88% Monetize CRM 100% Momentum CRM 75% Momentum CRM 58% Apex CRM Solution 50% Apex CRM Solution 75% Epic Customer Management Solutions 50% Epic Customer Management Solutions 50% 18

19 Product Feature Satisfaction This section provides detailed information on user satisfaction for each product feature. Use these pages to dig deeper into areas of particular interest or concern. Sales Management Lead generation, pipeline management, teambased and geographybased assignment. Sales compensation management, contract management, and ability to pull customer information from the social cloud. Telephony and Call Center Management Computertelephony Integration for bringing call information into the CRM suite. Advanced Call recording, call scripting, queuing, and Interactive Voice Response (IVR). Delights 28% Delights 22% POWER SYNC CRM 50% 22% 76 % Sales Management SNAP CRM 67% 11% 78% Telephony and Call Center Management Disappoints Disappoints 2 Metrix CRM 76% 2 VineCRM 74% 3 VineCRM 73% 3 Metrix CRM 73% 4 SNAP CRM 72% 4 Power Sync CRM 73% 5 Pederson Client Management Solution 71% 5 Pederson Client Management Solution 65% 6 Cascade CRM 68% 6 Cascade CRM 61% CATEGORY AVERAGE 73% CATEGORY AVERAGE 69% Monetize CRM 88% Monetize CRM 88% Momentum CRM 50% Momentum CRM 58% Apex CRM Solution 67% Apex CRM Solution 75% Epic Customer Management Solutions 50% Epic Customer Management Solutions 50% 19

20 Emotional Footprint Summary The Net Emotional Footprint measures highlevel user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendorclient relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product. While purchasing decisions shouldn t be based on emotion, it s valuable to know what kind of emotional response the vendor you re considering elicits from their users. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 VENDOR NET EMOTIONAL NET EMOTIONAL DISTRIBUTION STRONGEST EMOTIONS STRONGEST EMOTIONS SNAP CRM % CONTINUALLY IMPROVING 89% RESPECTFUL 88% EFFICIENT 88% Metrix CRM % 74% RELIABLE 85% RESPECTFUL 84% EFFECTIVE 81% VENDOR FRIENDLY POLICIES 19% OVER PROMISED 17% DECEPTIVE 17% Power Sync CRM +61 9% 70% RESPECTFUL 79% RELIABLE 78% ENABLES PRODUCTIVITY 78% CHARGES FOR PRODUCT ENHANCEMENTS 19% OVER PROMISED 18% STAGNANT 15% VineCRM % 68% RESPECTFUL 86% ENABLES PRODUCTIVITY 83% UNIQUE FEATURES 79% OVER PROMISED 25% GREEDY 20% DESPISED 20% Cascade CRM % 69% RELIABLE 84% TRUSTWORTHY 81% RESPECTFUL 80% OVER PROMISED 25% GREEDY 22% CHARGES FOR PRODUCT ENHANCEMENTS 20% Pederson Client Management Solution % 64% RESPECTFUL 79% ENABLES PRODUCTIVITY 76% HELPS INNOVATE 73% VENDOR'S INTEREST FIRST 25% OVER PROMISED 22% BUREAUCRATIC 17% VENDORS WITH INSUFFICIENT DATA Monetize CRM % HELPS INNOVATE 100% CONTINUALLY IMPROVING 100% SAVES TIME 100% Apex CRM Solution % HELPS INNOVATE 100% CONTINUALLY IMPROVING 100% APPRECIATES INCUMBENT STATUS 100% Maple CRM % SAVES TIME 100% RESPECTFUL 100% EFFICIENT 100% Epic Customer Management Solutions 92 92% INSPIRING INCLUDES PRODUCT ENHANCEMENTS HELPS INNOVATE SELFISH 100% DECEPTIVE 100% GREEDY 100% 20

21 Customer Relationship Management Category Report Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific emotional spectrum scenarios that express dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL %% = EMOTIONAL 100 to to to to to +100 Service Experience CATEGORY Service Experience Good service matters. The last thing you need is to be disrespected by your software vendor, or to get bogged down by their ineptitude or neglect. This section displays data related to quality and effectiveness of service, so you can know whether you ll be treated well before and after you ve made the purchase. Disrespectful vs. Respectful 1 SNAP CRM 2 VineCRM 3 Power Sync CRM 4 Pederson Client Management Solution 5 Metrix CRM 6 Cascade CRM CATEGORY AVERAGE Monetize CRM Apex CRM Solution Maple CRM Epic Customer Management Solutions DISTRIBUTION 13% 88% DISTRIBUTION 14% 86% DISTRIBUTION 3% 18% 79% DISTRIBUTION 4% 17% 79% DISTRIBUTION 9% 6% 84% DISTRIBUTION 7% 13% 80% DISTRIBUTION 5% 14% 81% DISTRIBUTION 100% 21

22 Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific emotional spectrum scenarios that express dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Service Experience Bureaucratic vs. Efficient Service Experience Neglectful vs. Caring 1 SNAP CRM +88 DISTRIBUTION 13% 88% 1 SNAP CRM +75 DISTRIBUTION 25% 75% 2 Metrix CRM +62 DISTRIBUTION 13% 13% 75% 2 Metrix CRM +65 DISTRIBUTION 13% 9% 78% 3 Power Sync CRM +59 DISTRIBUTION 11% 18% 70% 3 Power Sync CRM +61 DISTRIBUTION 8% 23% 69% 4 Cascade CRM +48 DISTRIBUTION 15% 22% 63% 4 Cascade CRM +56 DISTRIBUTION 7% 30% 63% 5 Pederson Client Management Solution +43 DISTRIBUTION 17% 23% 60% 5 VineCRM +50 DISTRIBUTION 9% 32% 59% 6 VineCRM +41 DISTRIBUTION 14% 32% 55% 6 Pederson Client Management Solution +49 DISTRIBUTION 13% 26% 62% CATEGORY AVERAGE +53 CATEGORY AVERAGE +57 DISTRIBUTION 13% 20% 66% DISTRIBUTION 9% 24% 67% Monetize CRM +100 Monetize CRM +67 Apex CRM Solution +67 Apex CRM Solution +67 Maple CRM +100 Maple CRM +100 Epic Customer Management Solutions 100 Epic Customer Management Solutions

23 Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific emotional spectrum scenarios that express dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Service Experience Frustrating vs. Effective Service Experience Wastes Time vs. Saves Time 1 SNAP CRM +88 DISTRIBUTION 13% 88% 1 SNAP CRM +75 DISTRIBUTION 25% 75% 2 Metrix CRM +68 DISTRIBUTION 13% 6% 81% 2 Power Sync CRM +62 DISTRIBUTION 10% 18% 72% 3 Power Sync CRM +66 DISTRIBUTION 11% 11% 77% 3 Metrix CRM +59 DISTRIBUTION 13% 16% 72% 4 Cascade CRM +63 DISTRIBUTION 13% 11% 76% 4 Cascade CRM +57 DISTRIBUTION 17% 9% 74% 5 Pederson Client Management Solution +61 DISTRIBUTION 9% 21% 70% 5 Pederson Client Management Solution +53 DISTRIBUTION 13% 21% 66% 6 VineCRM +50 DISTRIBUTION 14% 23% 64% 6 VineCRM +45 DISTRIBUTION 14% 27% 59% CATEGORY AVERAGE +64 CATEGORY AVERAGE +57 DISTRIBUTION 11% 14% 75% DISTRIBUTION 13% 18% 70% Monetize CRM +67 Monetize CRM +100 Apex CRM Solution +67 Apex CRM Solution +67 Maple CRM +100 Maple CRM +100 Epic Customer Management Solutions 100 Epic Customer Management Solutions

24 Customer Relationship Management Category Report Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific emotional spectrum scenarios that express dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL %% = EMOTIONAL 100 to to to to to +100 Conflict Resolution CATEGORY Conflict Resolution Disagreements are inevitable, but knowing your vendor will handle them reasonably, fairly, and amiably can give you peace of mind. Use the data in this section to understand which vendors will behave professionally when conflict arises. Lack Of Integrity vs. Integrity 1 SNAP CRM 2 Cascade CRM 3 Power Sync CRM 4 Metrix CRM 5 VineCRM 6 Pederson Client Management Solution CATEGORY AVERAGE Monetize CRM Apex CRM Solution Epic Customer Management Solutions Momentum CRM DISTRIBUTION 13% 88% DISTRIBUTION 5% 17% 79% DISTRIBUTION 4% 29% 67% DISTRIBUTION 10% 19% 71% DISTRIBUTION 9% 27% 64% DISTRIBUTION 5% 36% 60% DISTRIBUTION 6% 26% 69% 24

25 Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific emotional spectrum scenarios that express dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Conflict Resolution Vendor Friendly Policies vs. Client Friendly Policies Conflict Resolution Selfish vs. Altruistic 1 SNAP CRM +75 DISTRIBUTION 25% 75% 1 SNAP CRM +88 DISTRIBUTION 13% 88% 2 Power Sync CRM +69 DISTRIBUTION 4% 24% 73% 2 VineCRM +59 DISTRIBUTION 9% 23% 68% 3 Metrix CRM +55 DISTRIBUTION 19% 6% 74% 3 Metrix CRM +55 DISTRIBUTION 16% 13% 71% 4 Cascade CRM +55 DISTRIBUTION 14% 17% 69% 4 Power Sync CRM +51 DISTRIBUTION 10% 29% 61% 5 Pederson Client Management Solution +47 DISTRIBUTION 10% 33% 57% 5 Cascade CRM +50 DISTRIBUTION 10% 31% 60% 6 VineCRM +46 DISTRIBUTION 18% 18% 64% 6 Pederson Client Management Solution +40 DISTRIBUTION 12% 36% 52% CATEGORY AVERAGE +57 CATEGORY AVERAGE +52 DISTRIBUTION 11% 21% 68% DISTRIBUTION 11% 27% 62% Monetize CRM +67 Monetize CRM +67 Apex CRM Solution +100 Apex CRM Solution +100 Epic Customer Management Solutions 100 Epic Customer Management Solutions 100 Momentum CRM +100 Momentum CRM

26 Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific emotional spectrum scenarios that express dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Conflict Resolution Big Fat Liars vs. Trustworthy Conflict Resolution Unfair vs. Fair 1 SNAP CRM +88 DISTRIBUTION 13% 88% 1 SNAP CRM +75 DISTRIBUTION 25% 75% 2 Cascade CRM +76 DISTRIBUTION 5% 14% 81% 2 Metrix CRM +67 DISTRIBUTION 10% 13% 77% 3 VineCRM +68 DISTRIBUTION 5% 23% 73% 3 Power Sync CRM +65 DISTRIBUTION 6% 24% 71% 4 Power Sync CRM +65 DISTRIBUTION 6% 24% 71% 4 Cascade CRM +62 DISTRIBUTION 12% 14% 74% 5 Metrix CRM +64 DISTRIBUTION 10% 16% 74% 5 Pederson Client Management Solution +53 DISTRIBUTION 7% 33% 60% 6 Pederson Client Management Solution +54 DISTRIBUTION 10% 26% 64% 6 VineCRM +50 DISTRIBUTION 9% 32% 59% CATEGORY AVERAGE +66 CATEGORY AVERAGE +61 DISTRIBUTION 7% 20% 73% DISTRIBUTION 8% 23% 69% Monetize CRM +100 Monetize CRM +100 Apex CRM Solution +100 Apex CRM Solution +100 Epic Customer Management Solutions 100 Epic Customer Management Solutions 100 Momentum CRM +100 Momentum CRM

27 Customer Relationship Management Category Report Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific emotional spectrum scenarios that express dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL %% = EMOTIONAL 100 to to to to to +100 Negotiation and Contract CATEGORY Negotiation and Contract Negotiation doesn t have to be adversarial. Both parties are always looking to get the best deal, but finding a vendor who will work with you rather than against makes it more likely you ll both be happy with the results. Use the data in this section to determine which vendors will negotiate pleasantly and in good faith. Greedy vs. Generous 1 SNAP CRM 2 Metrix CRM 3 Power Sync CRM 4 VineCRM 5 Pederson Client Management Solution 6 Cascade CRM CATEGORY AVERAGE Monetize CRM Apex CRM Solution Epic Customer Management Solutions Momentum CRM DISTRIBUTION 29% 71% DISTRIBUTION 17% 17% 65% DISTRIBUTION 10% 33% 57% DISTRIBUTION 20% 15% 65% DISTRIBUTION 17% 25% 58% DISTRIBUTION 22% 19% 59% DISTRIBUTION 16% 24% 60% 27

28 Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific emotional spectrum scenarios that express dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Negotiation and Contract Deceptive vs. Transparent Negotiation and Contract Over Promised vs. Under Promised 1 SNAP CRM +71 DISTRIBUTION 29% 71% 1 SNAP CRM +57 DISTRIBUTION 43% 57% 2 Power Sync CRM +65 DISTRIBUTION 6% 22% 71% 2 Metrix CRM +44 DISTRIBUTION 17% 22% 61% 3 VineCRM +55 DISTRIBUTION 10% 25% 65% 3 VineCRM +40 DISTRIBUTION 25% 10% 65% 4 Metrix CRM +53 DISTRIBUTION 17% 13% 70% 4 Power Sync CRM +35 DISTRIBUTION 18% 29% 53% 5 Cascade CRM +53 DISTRIBUTION 14% 19% 67% 5 Pederson Client Management Solution +25 DISTRIBUTION 22% 31% 47% 6 Pederson Client Management Solution +33 DISTRIBUTION 17% 33% 50% 6 Cascade CRM +25 DISTRIBUTION 25% 25% 50% CATEGORY AVERAGE +53 CATEGORY AVERAGE +33 DISTRIBUTION 12% 23% 65% DISTRIBUTION 20% 26% 54% Monetize CRM +100 Monetize CRM +67 Apex CRM Solution +100 Apex CRM Solution +100 Epic Customer Management Solutions 100 Epic Customer Management Solutions 100 Momentum CRM +100 Momentum CRM

29 Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific emotional spectrum scenarios that express dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Negotiation and Contract Vendor's Interest First vs. Client's Interest First Negotiation and Contract Hardball Tactics vs. Friendly Negotiation 1 SNAP CRM +86 DISTRIBUTION 14% 86% 1 SNAP CRM +71 DISTRIBUTION 29% 71% 2 Metrix CRM +57 DISTRIBUTION 13% 17% 70% 2 Metrix CRM +66 DISTRIBUTION 4% 26% 70% 3 Power Sync CRM +55 DISTRIBUTION 12% 20% 67% 3 Pederson Client Management Solution +55 DISTRIBUTION 3% 39% 58% 4 VineCRM +45 DISTRIBUTION 10% 35% 55% 4 Power Sync CRM +53 DISTRIBUTION 8% 31% 61% 5 Cascade CRM +37 DISTRIBUTION 19% 25% 56% 5 VineCRM +50 DISTRIBUTION 10% 30% 60% 6 Pederson Client Management Solution +22 DISTRIBUTION 25% 28% 47% 6 Cascade CRM +41 DISTRIBUTION 17% 25% 58% CATEGORY AVERAGE +44 CATEGORY AVERAGE +53 DISTRIBUTION 16% 24% 60% DISTRIBUTION 8% 30% 61% Monetize CRM +100 Monetize CRM +67 Apex CRM Solution +100 Apex CRM Solution +100 Epic Customer Management Solutions 100 Epic Customer Management Solutions 100 Momentum CRM +100 Momentum CRM

30 Customer Relationship Management Category Report Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific emotional spectrum scenarios that express dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL %% = EMOTIONAL 100 to to to to to +100 Strategy and Innovation CATEGORY Strategy and Innovation Your vendor s attitude toward innovation is important; if they aren t at least keeping pace with market directions and trends, they certainly won t be enabling you to get ahead. Use the data in this section to gauge whether your vendor appreciates the need to innovate and the extent to which they ll support you to do the same. Roadblock To Innovation vs. Helps Innovate 1 SNAP CRM 2 VineCRM 3 Power Sync CRM 4 Pederson Client Management Solution 5 Cascade CRM 6 Metrix CRM CATEGORY AVERAGE Monetize CRM Apex CRM Solution Epic Customer Management Solutions Momentum CRM DISTRIBUTION 22% 78% DISTRIBUTION 4% 24% 72% DISTRIBUTION 6% 20% 74% DISTRIBUTION 6% 21% 73% DISTRIBUTION 11% 16% 73% DISTRIBUTION 12% 18% 70% DISTRIBUTION 8% 20% 73% 30

31 Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific emotional spectrum scenarios that express dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Strategy and Innovation Stagnant vs. Continually Improving Strategy and Innovation Charges For Product Enhancements vs. Includes Product Enhancements 1 SNAP CRM +89 DISTRIBUTION 11% 89% 1 SNAP CRM +78 DISTRIBUTION 22% 78% 2 Pederson Client Management Solution +61 DISTRIBUTION 10% 19% 71% 2 Metrix CRM +73 DISTRIBUTION 6% 15% 79% 3 Metrix CRM +61 DISTRIBUTION 12% 15% 73% 3 VineCRM +60 DISTRIBUTION 8% 24% 68% 4 VineCRM +60 DISTRIBUTION 12% 16% 72% 4 Pederson Client Management Solution +47 DISTRIBUTION 13% 27% 60% 5 Cascade CRM +53 DISTRIBUTION 20% 7% 73% 5 Power Sync CRM +40 DISTRIBUTION 19% 22% 59% 6 Power Sync CRM +52 DISTRIBUTION 15% 19% 67% 6 Cascade CRM +39 DISTRIBUTION 20% 20% 59% CATEGORY AVERAGE +58 CATEGORY AVERAGE +51 DISTRIBUTION 14% 15% 71% DISTRIBUTION 14% 22% 64% Monetize CRM +100 Monetize CRM +67 Apex CRM Solution +100 Apex CRM Solution +67 Epic Customer Management Solutions 100 Epic Customer Management Solutions 100 Momentum CRM +100 Momentum CRM

32 Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific emotional spectrum scenarios that express dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Strategy and Innovation Leverages Incumbent Status vs. Appreciates Incumbent Status Strategy and Innovation Despised vs. Inspiring 1 SNAP CRM Power Sync CRM +65 DISTRIBUTION 4% 28% 69% 2 Metrix CRM +61 DISTRIBUTION 12% 15% 73% 2 SNAP CRM +56 DISTRIBUTION 44% 56% 3 Pederson Client Management Solution +55 DISTRIBUTION 10% 25% 65% 3 Metrix CRM +55 DISTRIBUTION 15% 15% 70% 4 Power Sync CRM +54 DISTRIBUTION 15% 17% 69% 4 Pederson Client Management Solution +52 DISTRIBUTION 6% 35% 58% 5 VineCRM +48 DISTRIBUTION 16% 20% 64% 5 Cascade CRM +41 DISTRIBUTION 14% 32% 55% 6 Cascade CRM +46 DISTRIBUTION 18% 18% 64% 6 VineCRM +40 DISTRIBUTION 20% 20% 60% CATEGORY AVERAGE +53 CATEGORY AVERAGE +52 DISTRIBUTION 14% 20% 67% DISTRIBUTION 10% 28% 62% Monetize CRM +67 Monetize CRM +67 Apex CRM Solution +100 Apex CRM Solution +67 Epic Customer Management Solutions 100 Epic Customer Management Solutions 100 Momentum CRM +100 Momentum CRM

33 Customer Relationship Management Category Report Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific emotional spectrum scenarios that express dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL %% = EMOTIONAL 100 to to to to to +100 Product Impact CATEGORY Product Impact Software needs to reliably enable your performance and productivity. Use the data in this section to see which vendors will propel you forward and which will be deadweight you ll need to carry. Unreliable vs. Reliable 1 Metrix CRM 2 Cascade CRM 3 Power Sync CRM 4 VineCRM 5 SNAP CRM 6 Pederson Client Management Solution CATEGORY AVERAGE Monetize CRM Apex CRM Solution Maple CRM Epic Customer Management Solutions DISTRIBUTION 6% 9% 85% DISTRIBUTION 7% 9% 84% DISTRIBUTION 5% 17% 78% DISTRIBUTION 8% 13% 79% DISTRIBUTION 6% 22% 72% DISTRIBUTION 6% 16% 78% 33

34 Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific emotional spectrum scenarios that express dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Product Impact Restricts Productivity vs. Enables Productivity Product Impact Performance Restricting vs. Performance Enhancing 1 SNAP CRM +78 DISTRIBUTION 22% 78% 1 VineCRM +71 DISTRIBUTION 4% 21% 75% 2 VineCRM +75 DISTRIBUTION 8% 8% 83% 2 SNAP CRM Power Sync CRM +71 DISTRIBUTION 7% 16% 78% 3 Power Sync CRM +62 DISTRIBUTION 9% 21% 71% 4 Pederson Client Management Solution +68 DISTRIBUTION 8% 16% 76% 4 Pederson Client Management Solution +60 DISTRIBUTION 10% 20% 70% 5 Metrix CRM +64 DISTRIBUTION 12% 12% 76% 5 Cascade CRM +57 DISTRIBUTION 16% 11% 73% 6 Cascade CRM +59 DISTRIBUTION 11% 18% 70% 6 Metrix CRM +55 DISTRIBUTION 15% 15% 70% CATEGORY AVERAGE +67 CATEGORY AVERAGE +61 DISTRIBUTION 9% 15% 76% DISTRIBUTION 11% 18% 71% Monetize CRM +67 Monetize CRM +100 Apex CRM Solution +100 Apex CRM Solution +100 Maple CRM +100 Maple CRM +100 Epic Customer Management Solutions 100 Epic Customer Management Solutions

35 Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific emotional spectrum scenarios that express dimensions of the vendorclient relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor s Net Emotional Footprint score, and to target areas of particular interest or concern. EMOTIONAL SPECTRUM SCALE NEUTRAL % = 100 % EMOTIONAL to to to to to +100 Product Impact Commodity Features vs. Unique Features Product Impact Security Frustrates vs. Security Protects 1 SNAP CRM +78 DISTRIBUTION 22% 78% 1 Metrix CRM +70 DISTRIBUTION 9% 12% 79% 2 VineCRM +71 DISTRIBUTION 8% 13% 79% 2 SNAP CRM Power Sync CRM +69 DISTRIBUTION 7% 17% 76% 3 Power Sync CRM +63 DISTRIBUTION 9% 19% 72% 4 Metrix CRM +67 DISTRIBUTION 12% 9% 79% 4 Cascade CRM +60 DISTRIBUTION 12% 16% 72% 5 Cascade CRM +57 DISTRIBUTION 18% 7% 75% 5 VineCRM +55 DISTRIBUTION 8% 29% 63% 6 Pederson Client Management Solution +42 DISTRIBUTION 16% 26% 58% 6 Pederson Client Management Solution +52 DISTRIBUTION 8% 32% 60% CATEGORY AVERAGE +61 CATEGORY AVERAGE +60 DISTRIBUTION 12% 16% 72% DISTRIBUTION 9% 22% 69% Monetize CRM +100 Monetize CRM +33 DISTRIBUTION 67% 33% Apex CRM Solution +100 Apex CRM Solution +67 Maple CRM +100 Maple CRM +100 Epic Customer Management Solutions 100 Epic Customer Management Solutions