Recently, I was asked to write a review for Nimble, a social CRM provider, on G2crowd.com. The purpose of the review was that the G2crowd site was compiling a ‘Best CRM Software Comparison’ grid (Grid℠ for CRM), which compares 22 leading Customer Relationship Management (CRM) software products/services in terms of customer satisfaction and scale.
I have used Nimble and have, also, interviewed their CEO, Jon Ferrera in CRM, social media, social business and the future.
However, I must admit that I’m no longer a subscriber to Nimble. The reason that I let my subscription lapse was, for no other reason than, I felt that I wasn’t using the system enough and, therefore, not fully utilising it’s functionality. This has a lot to do with, I believe, the number of contracts, contacts or potential leads that I deal with at any one time.
That’s not to say that I don’t like it as a system. I really do and I have recommended it to a number of people and firms that I know and work with.
So, I participated in the review process and gave them a great review. You can see my review here and the overall results below:
When I saw the results, a couple of things occurred to me:
Firtsly, I think this grid could be a really useful tool in helping firms decide what CRM options to consider when thinking about buying a new CRM system or upgrading their existing one, particularly because it is based on user reviews and real experience.
Further, some of the ‘big’ players, although they have ‘scale’ (you can read more about how they define satisfaction and scale here), they don’t rank very well on user satisfaction. That made me wonder if low-levels of satisfaction says something about the ‘usability’ of these systems. If that’s true, what impact does have on what users do with these CRM systems, what value they get from them and their level of customer insight and engagement that they generate from their use.
What do you think of the rankings?