Market Overview

New Gleanster Research Reveals Best Practices in CRM for Small and Midsize Businesses


Top Performers include Acumatica, Aplicor, Capsule, GoldMine, Infusionsoft, Mothernode,, Microsoft Dynamics and SugarCRM

Evanston, Illinois (PRWEB) October 29, 2012

Gleanster today announced the publication of a new Gleansight benchmark report, CRM for Small and Midsize Businesses. Drawing from the experiences of 318 companies, the report offers a comprehensive look at how Top Performers are using Customer Relationship Management (CRM) to automate all types of interactions and transactions, including sales processing and order fulfillment, between companies and their customers.

The report, which is available for free download (registration required), examines the common characteristics of top performing companies. It looks at how they're maximizing the value of their investment in CRM, by putting not only the right technologies in place but also the right business processes, organizational resources, and performance metrics.

Small and mid-sized businesses ((SMBs) may never have shunned CRM outright, even after hearing the sob stories of large enterprises that purchased CRM software that subsequently performed poorly. However, only a relatively small segment of the SMB marketplace had considered adopting CRM until recent years. That has now changed, according to Gleanster research, and the right technology choices can produce enormous benefits not only for the business adopters but also for their customers.

“The growing popularity of software-as-a-service offerings and the comprehensiveness of solutions have ultimately made CRM a compelling, low-risk option for small and midsize businesses,” says Jeff Zabin, research director at Gleanster. “For Top Performers, CRM has become a hub for centralizing customer engagement and outreach, especially since most of the solutions can now integrate with multi-channel marketing platforms.”

The benchmark report is 31 pages and consists of seven sections: Topic Overview, Reasons to Implement, Value Drivers, Challenges, Performance Metrics, Success Stories and the Vendor Landscape. The latter section includes descriptions and analyst commentaries for 34 related solution providers. It also includes comparative rankings across four key dimensions of evaluation: Ease of Deployment, Ease of Use, Features and Functionality, and Overall Value.

As with all Gleanster research, vendor rankings are determined by the experiences of industry practitioners and not by analyst assessment or opinion. The solution providers that received the highest scores across all four dimensions are: Acumatica, Aplicor, Capsule, GoldMine, Infusionsoft, Mothernode,, Microsoft Dynamics and SugarCRM.

Other featured solution providers, many of which also received high scores, include AIMcrm, Amdocs Avidian Technologies (Prophet), CDC Software, ClearC2, ClaritySoft CRM, Consona, eSales Track, info@hand, Landslide Technologies, Leadmaster, LogicBox, Maximizer Software, NetSuite, Nutshell, Omniprise CRM, Oncontact Software, Oracle (CRM On Demand), RightNow, Sage (Sage ACT! CRM),, SalesFUSION, SAP, Soffront CRM and Zoho.

On a related note, Gleanster today also announced the launch of Vendor and Solution Showcases for the CRM topic area. These showcases provide free access to hundreds of vendor-submitted white papers, success stories, videos, presentations, solution sheets and more.

About Gleanster
Gleanster benchmarks best practices in technology-enabled business initiatives, delivering actionable insights that allow companies to make smart business decisions and match their needs with vendor solutions. As the first market research firm to "go open," we also aggregate thought leadership in the form of white papers, case studies and research reports from third-party sources, including solution providers — who, for their part, can create and maintain their own Vendor and Solution Showcases on Gleanster to help further educate the marketplace.

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