ShareCRM was recognized in the Gartner Peer Insights™ “Voice of the Customer” for Sales Force Automation Platforms, based on feedback from verified end users. We believe, this matters because it reflects real-world deployment experience—not marketing claims. We see this as a customer-validated signal that our focus on implementation success and day-to-day usability is resonating.
What “Voice of the Customer” measures—and why it’s different
Gartner Peer Insights™ “Voice of the Customer” (VoC) aggregates feedback from verified end users and visualizes vendors across two dimensions: Overall Experience and User Interest & Adoption. Unlike analyst research, VoC is built from direct customer reviews and ratings, helping buyers understand how solutions perform in real-world usage.
In our opinion, for sales force automation (SFA), these dimensions matter because adoption and execution decide whether an SFA platform becomes a growth engine—or another system your team avoids.
What this recognition means for ShareCRM
To us, being included in the VoC evaluation and positioned in the report is meaningful because it reflects customers’ lived experience across core SFA needs: sales process management, usability, and the ability to support day-to-day execution for frontline teams.
In enterprise and mid-market sales organizations, the biggest question is rarely “Who has the most features?” It’s: “Can we implement successfully—and will our sales team actually adopt it?” That’s the bar we build for.
Customer success metrics: how we measure long-term value
Based on our internal tracking across applicable customer cohorts, we measure customer success through operational metrics that reflect durability and ongoing value, including:
• Renewal rate above 95% and renewed revenue retention close to 90%
• Net Dollar Retention (NDR) at 100%
• NPS consistently above 30
• Average time-to-value (TTV) under 1.5 months for expansion and value realization in growth scenarios
We view these indicators as signals of sustained adoption and long-term value realization in real-world usage.
The practical drivers behind “overall experience”
When buyers look at VoC, it’s easy to focus on the 2×2 visualization. But what customers often feel day to day is shaped by a few operational truths:
Adoption is earned after go-live
Even strong products fail when teams can’t translate them into a repeatable workflow. Good service management, onboarding, and enablement are part of the product experience—especially for SFA, where usage consistency is the foundation of reliable forecasting and execution.
Execution beats reputation
In pre-sales conversations, it’s common to get questions like “How do you compare to the most famous brand?” or “Where do you rank?” Those questions are understandable, but they can distort decision-making. Brand awareness doesn’t guarantee implementation success. What predicts success more reliably is:
• implementation experience
• support responsiveness
• stability in real scenarios
• whether the team keeps using the system and improves over time
Data quality and workflows decide whether AI helps or hurts
AI can amplify productivity only when your data and processes are connected and consistent. If customer context is fragmented across tools, AI outputs become inconsistent too. In practice, the companies that succeed with automation start by building a clean execution loop: lead → opportunity → activities → outcome → learning.
What ShareCRM focuses on: platform, industry fit, connectivity, and intelligent execution
To support long-term adoption in complex sales environments, ShareCRM is built around four product principles:
Platform foundation for configuration without heavy rebuilds
A platform-first approach helps teams adapt CRM workflows to their operating reality—without turning every adjustment into a long IT project. This reduces friction as sales motions evolve.
Industry-aligned workflows (not “one-size-fits-all”)
Sales processes differ by sector—especially in manufacturing, consumer goods, high-tech, and modern services. Strong adoption happens when the CRM fits the operating rhythm of the industry, not just generic pipeline stages.
Connected collaboration across teams and partners
SFA performance is rarely owned by sales alone. Marketing, sales, service, and partner ecosystems need shared context and coordinated actions. Connecting internal and external collaboration reduces handoff loss and improves customer experience.
Intelligent execution that improves consistency
As organizations adopt AI, the most valuable capabilities are those that make execution more consistent—recommendations, summaries, and decision support that help teams follow the right next steps and reduce operational variance.
A note on how we think readers should interpret quadrant visuals
We believe, the more important signal is being included and how customers rate real-world experience, rather than over-optimizing for perceived “positioning” on a chart.
Closing
We appreciate every customer who took time to share feedback. VoC is valuable because it reflects reality: what works after go-live, what teams adopt, and what actually helps sellers execute.
Gartner disclaimer:
Gartner, Voice of the Customer for Sales Force Automation Platforms, 23 January 2026
Gartner and Peer Insights™ are trademarks of Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences, and should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.
