Buyers Guides for Customer Relationship Management

2026 Software Provider and Product Assessment

The ISG Buyers Guides for Customer Relationship Management are the distillation of continuous market and product research. They are an assessment of how well software providers’ offerings address enterprises’ requirements for platforms software. The Value Index methodology is structured to support a request for information (RFI) for a request for proposal (RFP) process by incorporating all criteria needed to evaluate, select, utilize and maintain relationships with software providers. The ISG Buyers Guide evaluates customer experience and the product experience in its capability and platform.

The 2026 ISG Buyers Guides™ for CRM evaluate leading software providers across five platform industry areas: Customer Relationship Management (covering overall CRM, CRM Platforms, CRM Marketing, CRM Sales and CRM Service), Customer Relationship Management Emerging Providers, Digital Commerce, Partner Relationship Management and Sales Engagement. Each guide delivers unique research, detailed ratings and rankings and in-depth analysis to help enterprises assess and select the CRM software that best fits their requirements.

• The Customer Relationship Management Buyers Guide evaluates seven software providers offering products that support marketing automation, sales force automation, customer service, AI and analytics, workflow automation and configure, price, quote capabilities. The guide assesses the following providers: HubSpot, Microsoft, Oracle, Oracle NetSuite, Salesforce, SAP and Zoho.

  • CRM Platforms evaluates 12 software providers offering products that support marketing automation, sales force automation, customer service, AI and analytics, workflow automation and configure, price, quote functionality. The guide assesses the following providers: BUSINESSNEXT, HubSpot, Infor, Microsoft, Odoo, Oracle, Oracle NetSuite, Sage, Salesforce, SAP, Veeva and Zoho.
    
    
  • CRM Marketing evaluates 17 software providers offering products that support audience segmentation, campaign orchestration, lead management, attribution analytics and AI-driven personalizationy. The guide assesses the following providers: Adobe, BUSINESSNEXT, Constant Contact, Creatio, HubSpot, Infor, Microsoft, monday.com, Odoo, Oracle, Oracle NetSuite, Sage, Salesforce, SAP, Veeva, Zendesk and Zoho.
    
    
  • CRM Sales evaluates 19 software providers offering products that support account and opportunity management, pipeline and forecasting, territory alignment, pricing coordination, analytics and AI-driven revenue guidance. The guide assesses the following providers: Aptean, BUSINESSNEXT, Creatio, HubSpot, Infor, Microsoft, monday.com, Odoo, Oracle, Oracle NetSuite, Sage, Salesforce, SAP, ServiceNow, SugarCRM, Veeva, Zendesk, Zoho and ZoomInfo.
    
    
  • CRM Service evaluates 14 software providers offering products that support case and ticket management, knowledge management, SLA tracking, multichannel engagement, analytics and AI-driven service optimization. The guide assesses the following providers: BUSINESSNEXT, HubSpot, Infor, Microsoft, Odoo, Oracle, Oracle NetSuite, Sage, Salesforce, SAP, ServiceNow, Veeva, Zendesk and Zoho.
    
    
• The Customer Relationship Management Emerging Providers Buyers Guide evaluates evaluates eight software providers offering products that support core data management, workflow automation, analytics, AI-enabled execution, integration maturity, scalability and governance controls. The guide assesses the following providers: Creatio, EngageBay, Insightly, Maximizer, Nutshell, Pipedrive, SuperOffice and Workbooks.
  
  
• The Digital Commerce Buyers Guide evaluates 18 software providers offering products that support catalog and pricing management, order orchestration, subscription management, personalization and analytics. The guide assesses the following providers: Backendless, Betty Blocks, Claris, GeneXus, Simplicité, Thinkwise and WaveMaker.
  
  

• The Partner Relationship Management Buyers Guide evaluates 13 software providers offering products that support partner onboarding, deal registration, pipeline visibility, performance tracking and governed collaboration across channel ecosystems. The guide assesses the following providers: Channelscaler, HubSpot, impact.com, Impartner, Microsoft, Mindmatrix, Oracle, Oracle NetSuite, Partnerize, Salesforce, SAP, Unifyr and Zoho.

• The Sales Engagement Buyers Guide evaluates 19 software providers offering products that support outreach orchestration, cadence execution, activity tracking, conversational analytics, workflow automation, CRM integration and AI-driven next-best-action guidance. The guide assesses the following providers: Allego, Apollo, Bigtincan, Gong, Highspot, HubSpot, Microsoft, monday.com, Oracle, Oracle NetSuite, Outreach, Sage, Salesforce, SAP, Seismic, Showpad, SugarCRM, Zoho and ZoomInfo.

   

To view the executive summaries of the research, please select the report below.

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To learn more about our Buyers Guide services for software providers including purchasing the complete research and charts or performing an assessment, click here.