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Freshdesk acquires Pipemonk.

FrontRunners History:

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What Is the FrontRunners Quadrant?

A Graphic of the Top-Performing Customer Relationship Management Products

FrontRunners quadrants highlight the top software products for North American small businesses. All products in the quadrant are top performers. Small businesses can use FrontRunners to make more informed decisions about what software is right for them.

To create this quadrant, we evaluated over 1,050 Customer Relationship Management products . Those with the top scores for their capability and value made the quadrant.

Scores are based largely on reviews from real software users, along with other product performance details (e.g., what features they offer, how many customers they have).

Is One Quadrant Better Than the Others?

Nope, Products in Any Quadrant May Fit Your Needs

Every product in this quadrant offers a balance of capability (how much the products can do) and value (whether they’re worth their price/cost) that makes them stand out in the race for small business software success.

FrontRunners has four sub-quadrants:

Depending on the specific needs of a software buyer, a product in of these sub-quadrants could be a good fit.

Why? To even be considered for this FrontRunners, a product had to meet a minimum user rating score of 4.1 for both capability and value. This means that all products that qualify as FrontRunners are top-performing products in their market. They appear in the quadrant in relation to how their peers performed.

For some buyers, a specific FrontRunners sub-quadrant might be best. For example, a CRM product in the Leaders quadrant may feature a robust set of contact management functions that will be applicable to a broad array of businesses, while a product in the Contenders quadrant might focus more specifically on one capability, such as interaction tracking.

You can download the full FrontRunners for Customer Relationship Management report here . It contains individual scorecards for each product on the Frontrunners quadrant.

How Are FrontRunners Products Selected?

Products Are Scored Based on User Reviews and Other Data

You can find the full FrontRunners methodology here , but the gist is that products are scored in two areas, Capability and Value.

To be considered at all, products must have at least 20 reviews and meet minimum user rating scores. They also have to offer a core set of functionality—for example, all CRM products must feature contact management, interaction tracking and lead management capability, as well as some combination of email campaign support, workflow automation, forecasting/reporting, call center management and/or customer support.

From there, user reviews and other product performance details, such as the product's customer base and the features it offers, dictate the Capability and Value scores. Capability is plotted on the x-axis, and Value is plotted on the y-axis.

Got It. But What if I Have More Questions?

Check Out Our Additional Resources!

For more information about FrontRunners, check out the following:

Have questions about how to choose the right product for you? You’re in luck! Every day, our team of advisors provides (free) customized shortlists of products to hundreds of small businesses.

One Last Thing—How Do I Reference FrontRunners?

Just Follow Our External Usage Guidelines

Check out the FrontRunners External Usage Guidelines when referencing FrontRunners content. Except in digital media with character limitations, the following disclaimer MUST appear with any/all FrontRunners reference(s) and graphic use:

Upper Right = Leaders:

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