Salesforce.com and Microsoft Dynamics have earned Leader status on the Grid based on high user satisfaction ratings and their substantial market share and scale. Salesforce.com earned the highest overall score. Several vendors have earned High Performer status by achieving high customer satisfaction, but do not yet have the market share and global scale of the Leaders. The top High Performers include SugarCRM, Workbooks , Salesnet , and Nimble .
The Grid for CRM rates Oracle, SAP, Sage, and NetSuite as Contenders, meaning that these vendors have significant scale and market share, but currently have below-average user satisfaction ratings. The Laggards in the Grid include products such as SalesLogix that have below-average satisfaction ratings and have not yet achieved scale.