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Top 5 SaaS CRM Software

Top 5 SaaS CRM Software - ScienceSoft

ScienceSoft has been helping organizations select and implement optimal CRM software for 14 years.

SaaS CRM Software: the Essence

SaaS CRM is cloud-based software, which gives permanent access to the CRM functionality and support with no need to invest in installing and maintaining it. SaaS-based CRM brings transparency in relationships with customers and helps businesses automate and personalize marketing, sales and customer service.

SaaS CRM Software: Key Features 

SaaS CRM softwarae features

Customer acquisition

  • Multi-channel communication with prospects, including via social media
  • Lead generation
  • Lead qualification
  • Lead scoring
  • Lead nurturing (e.g., using adaptive communication)

Customer conversion

  • Opportunity prioritization
  • Customer segmentation based on demographic, transactional and other indicators
  • Customer journey management (automated messaging, activity generation, configurable templates, etc.)
  • Sales pipeline administering (adding deals, assigning tasks, tracking sales progress, etc.)

Customer retention

  • 360-degree customer view for personalized support
  • Automated customer surveys
  • Multi-channel support (web, email, phone, social media, etc.)
  • Service level management
  • Self-service portals

Security and compliance

  • Compliance with local, regional, and industry-specific regulations (GDPR, HIPAA, etc.)
  • User-based access control
  • End-to-end data encryption

Analytics and reporting

  • Customizable dashboards and reports
  • CSAT scoring
  • Customer sentiment analysis
  • Predictive analytics (e.g., sales forecasting)
  • KPIs analysis of marketing, sales, and customer service teams

Top 5 SaaS CRM Software

In the comparison below, you will find the description of the most beneficial features in marketing, sales and customer service modules of 5 CRM-as-a-Service platforms provided by the vendors that dominate the CRM market.

Note: Presented SaaS CRM platforms are product bundles consisting of modules that can be bought independently or in a combination.

Microsoft Dynamics 365


Leader in Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Center.

  • Marketing:

Event management – event planning and budgeting, promotion, attendee registration, event analytics, etc.

  • Sales:

Sales Playbooks – designing sales paths that provide a set of predefined actions triggered according to a specific scenario. 

  • Customer Service:

AI-enabled customer call transcripts, real-time customer sentiment analysis.


CRM requiring multiple integrations with business application.


  • Free 30-day trial
  • Pricing depends on chosen modules and license:

Marketing: from $750 to $1,500 / tenant / month 

Sales: from $65 to $95 / user / month

Customer Service: from $50 to $95 / user / month



Leader in The Forrester Wave Customer Analytics Technologies, Q3 2020. 

  • Marketing:

Journey Builder – creating individual customer journeys across all touchpoints (web, email, social media, etc.).

  • Sales:

Einstein AI – to automate sales reps’ activity logging, new contact creation, lead and opportunity scoring, next-step recommendations for sales reps.

  • Customer service:

AI-powered chatbots to help customers solve their issues.


CRM processes requiring pro AI-driven capabilities.


  • Free 30-day trial
  • Pricing depends on chosen modules and license:

Marketing cloud: from $400 to $3,750 / organization / month

Sales cloud: from $25 to $300 / user / month

Service cloud: from $25 to $300 / user / month



Leader in Gartner’s 2020 Magic Quadrant for Sales Force Automation.

  • Marketing:

ML-driven analysis of customer behavior (e.g., time spent on the web page of a certain product) to create personalized offers.

  • Sales:

SAP Territory and Quota – intelligent quotas based on expected sales outcomes and strategic territories.

  • Customer service:

Automated service answers to customers based on historical interactions and transactional records.


B2C and B2B sales.


Prices are available by direct request to SAP.

Oracle Customer Experience (CX)


Leader in the Nucleus Research CRM Value Matrix 2020.

  • Marketing:

Video marketing campaign management (video creating, tagging, and publishing).

  • Sales:

AI-based sales forecasting using ERP transactional data (linking booked orders, invoices and order line items with open deals in a sales pipeline).

  • Customer service:

Global knowledge management to provide customer service in the language of a customer’s choice.


Businesses with large sales teams and complex sales processes.


Prices are available by direct request to Oracle.

Adobe Experience Cloud


Leader in The Forrester Wave: Enterprise Marketing Software Suites, Q3 2019.

  • Marketing:

Integration with all major media channels to deploy personalized ads.


Adobe Sensei – AI-driven insights for customer journey personalization and marketing campaign performance monitoring.

  • Limitation:

Requires integration with Dynamics 365 or Salesforce to cover sales and customer service processes.


Extensive marketing management.


Prices are available by direct request to Adobe.

Implementation of SaaS CRM Software

SaaS CRM consulting

  • Defining an optimal CRM feature set.
  • Providing a business case (cost, business outcomes CRM will bring, ROI).
  • Selecting the most suitable SaaS CRM platform.
  • Suggesting necessary customizations and integrations for SaaS CRM.
  • Drawing up the implementation plan.
  • Consulting support during implementation.

SaaS CRM implementation

  • Analyzing your customer management processes and needs.
  • Choosing a fitting option among SaaS CRM platforms.
  • CRM configuration and customization.
  • Integrations with other systems (e.g., ERP, business intelligence, etc.).
  • User training and after-launch support.

About ScienceSoft

ScienceSoft is a global US-headquartered IT consulting and IT service company with 33-year experience and a team of 700+ IT professionals. Since 2008, we have advised companies on CRM implementation and provided related services for CRM solutions to help our customers increase marketing ROI, sales revenue, and CSAT score.