Customer relationship management is about focusing your efforts on the customer, not the tools that enable customer care.
Customer relationship management (CRM) can refer to both a business strategy for building customer relationships and the technological tools that help enable those relationships.
Gartner defines CRM as “a business strategy that optimizes revenue and profitability while promoting customer satisfaction and loyalty.” At the same time, CRM technologies enable that strategy, help manage customer relationships, and can provide functionality for sales, marketing, customer service, and digital commerce.
In order for your team to focus on that strategy and customer relationships, it’s essential to have easy-to-use, intuitive CRM software.
That’s why we’ve analyzed thousands of user reviews in our CRM software directory to find some of the easiest-to-use CRM products on the market. We did this by calculating a sentiment score for each CRM product.
Here are the three CRM products with the highest sentiment scores for ease of use:
3 easiest-to-use CRM software
(click to jump to that section)
|Ease-of-use sentiment score
(out of 10)
To learn more about our methodology, click here.
Ease-of-use sentiment score: 6.40 out of 10
Mentions of ease of use in reviews: 43
Percent of mentions that are positive: 90%
Thryv is really designed to be an all-in-one business software suite specifically designed for small businesses. CRM is one of the core capabilities of Thryv, but it also handles sales and payments, customer communication, marketing automation, document storage, social media, and more.
For CRM features, Thryv allows users to add custom fields and tags for better customer segmentation, to nurture leads through the sales funnel with automated reminders, and to automatically populate customer profiles with outside information for better customer understanding. You can also create a customized web portal where customers can log in, make payments, send messages, and more.
On ease of use, Thryv users said:
- Intuitive interface
- Easy-to-reach customer service
How do users feel about Thryv’s ease of use?
Users are overwhelmingly positive on how user-friendly Thryv is. Of reviews that mention ease of use, a whopping 90% mention it positively and 0% mention it negatively. By comparison, the ease-of-use sentiment for the CRM software category as a whole is 79% positive.
How does Thryv compare to the category average for ease-of-use sentiment?
While the entire CRM category averages an ease-of-use sentiment score of 6.05, Thryv averages well above that with 6.40.
Ease-of-use sentiment score: 6.33 out of 10
Mentions of ease of use in reviews: 33
Percent of mentions that are positive: 93%
Workbooks is a full customer relationship management (CRM) suite with capabilities for marketing, sales, order processing, and customer service.
For sales, it offers contact and lead management, sales activity tracking, forecasting, performance metrics, and automated workflows. For marketing, it offers customer segmentation, campaign management, web analytics, and lead capture. It was also included in our list of easiest-to-use help desk software.
Workbooks users said the following for ease of use:
- Intuitive user interface
- Easy to navigate and configure
- Easy to generate and customize reports
How do users feel about Workbooks’ ease of use?
Workbooks’ users find the system very easy to use, as evidenced by the 93% of mentions that positively reference the ease factor. Only 5% of ease comments were neutral and 2% mentioned Workbooks’ ease negatively. By comparison, the ease-of-use sentiment for the CRM category as a whole is 79% positive.
How does Workbooks compare to the category average for ease-of-use sentiment?
While the entire CRM category averages an ease-of-use sentiment score of 6.05, Workbooks averages 6.33.
Ease-of-use sentiment score: 6.29 out of 10
Mentions of ease of use in reviews: 50
Percent of mentions that are positive: 92%
SuperOffice is also a full CRM suite with sales, marketing, and customer support capabilities, designed to be an all-in-one business software.
For sales, SuperOffice has all the main features such as lead management and sales tracking, as well as live chat and lead capture for unknown web visitors. For marketing, it offers personalized messages, customer segmentation, and performance metrics.
When it comes to ease of use, SuperOffice users cited the following:
- Easy to find information
- Easy integrations
How do users feel about SuperOffice’s ease of use?
The vast majority (94%) of ease of use comments about SuperOffice are positive. Only 6% were neutral and 0% mentioned SuperOffice’s ease negatively. By comparison, the ease-of-use sentiment for the CRM category as a whole is 79% positive.
How does SuperOffice compare to the category average for ease-of-use sentiment?
While the entire CRM category averages an ease-of-use sentiment score of 6.05, SuperOffice averages 6.29.
Looking for more CRM software?
Of course, ease of use is just one of many deciding factors when evaluating software. Other considerations include price, features, integrations, and customer support.
To be considered for this report, products had to meet our CRM market definition, meet our review count minimum, and have a high percentage of positive mentions for ease of use compared to other evaluated products.
- CRM market definition: In order to be considered a CRM system, products must have contact management, interaction tracking, and lead management features.
- Review count minimum: Products are required to have 20 or more unique reviews mentioning “ease of use” or related terms.
- Percent of mentions that are positive: Products listed in this report have the highest percentage of positive mentions of ease of use among eligible products.
To calculate sentiment score, we looked at specific mentions of ease of use in each review (i.e., “snippets”) and analyzed the language used to describe the product’s usability. We then scored the language on a scale of 1 to 10, with 10 being the most positive, five being neutral, and one being the most negative. The score for each snippet was the sum of all descriptive terms in the snippet. Snippet scores were then averaged to determine the sentiment score for the product.
When comparing a product’s sentiment score to the average score for the entire category, the product’s score was removed from the category for accuracy.
Note: The applications selected in this article are examples to show a feature in context and are not intended as endorsements or recommendations. They have been obtained from sources believed to be reliable at the time of publication.