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SoftwareReviews Announces its Customer Relationship Management Emotional Footprint Awards

·3-min read

SugarCRM, Pipedrive, Oracle CX Sales, and Zoho CRM 2021 Customer Relationship Management champions.

SoftwareReviews, a division of world-class IT research and consulting firm Info-Tech Research Group, has published its 2021 Customer Relationship Management Emotional Footprint Awards, naming four vendors as champions. The following vendors are leaders according to the feedback provided by their end users via SoftwareReviews’ comprehensive online survey.

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Customer relationship management Emotional Footprint reveals top four champions. (Graphic: Business Wire)

  • SugarCRM

  • Pipedrive

  • Oracle CX Sales

  • Zoho CRM

What makes the SoftwareReviews Data Quadrant different? We include aggregated emotional response ratings in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation to create a powerful indicator of overall user feeling toward the vendor and its product – all from the software users’ point of view. We call this insight the Net Emotional Footprint.

"CRM platforms allow organizations to build meaningful relationships with their customers. It’s no surprise that many CRM vendors ‘walk the walk’ of ensuring they’re providing a great experience to their own customers as well," said Ben Dickie, research lead, Info-Tech Research Group. "Our Emotional Footprint Diamond shows that many vendors in the space have invested heavily in providing a top-tier customer experience. As product portfolio and complexity increases, the number of potential touchpoints will increase, as well, which will further compel vendors to continue to innovate."

SugarCRM, with a Net Emotional Footprint of +89, was top-ranked in a number of categories, including exceeding user expectations for being efficient, trustworthiness, fairness, and showing integrity. Pipedrive, with a Net Emotional Footprint of +89, ranked strongly for being respectful, effective, reliable, and secure. Oracle CX Sales, with a Net Emotional Footprint of +84, was recognized for enabling productivity. Zoho CRM, with a Net Emotional Footprint of +83, excelled in product enhancement.

In general, Customer Relationship Management users were most satisfied with vendors for being respectful – and were most dissatisfied with vendors over-promising and under-delivering.

About SoftwareReviews Emotional Footprint Awards and Software Reports:
SoftwareReviews Emotional Footprint Awards recognize outstanding vendors in the technology marketplace as evaluated by their users annually. Top vendors in a software category are eligible to receive Emotional Footprint Gold Medals, provided their net-promoter scores meet the threshold for sufficiently high user satisfaction across four areas of evaluation: vendor capabilities, product features, likeliness to recommend, and vendor experience. In-depth product evaluation reports are available at

About SoftwareReviews:
SoftwareReviews is a division of Info-Tech Research Group, a world-class IT research and consulting firm established in 1997. Backed by two decades of IT research and advisory experience, SoftwareReviews is a leading source of expertise and insight into the enterprise software landscape and client-vendor relationships. By collecting real data from IT and business professionals, the SoftwareReviews methodology produces the most detailed and authentic insights into the experience of evaluating and purchasing enterprise software.

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Carmi Levy
Director, Public Relations, Info-Tech Research Group