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What is crm software?Customer relationship management (CRM) software is software that automates and manages the customer life cycle of an organization. It is usually used by the sales team, sales reps, and call center reps to maintain contact with customers and quickly respond to their needs.
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monday sales CRM
monday sales CRM
Built on top of monday.com Work OS, monday sales CRM is a no-code, customizable solution that empowers managers and sales teams to take control of their entire sales cycle - from lead capturing and sales pipeline management to pos...Read more about monday sales CRM
With an integrated system that includes ERP, financials, commerce, inventory management, HR, PSA, supply chain management, CRM and more – NetSuite enables fast-growing businesses across all industries to work more effectively by a...Read more about NetSuite
Freshsales is a salesforce automation solution that enables businesses of all sizes to streamline lead management, client interaction, marketing insights, customer relationship management and other operations. The platform enables...Read more about Freshsales
With its cloud-based, customer relationship management (CRM) platform, HubSpot CRM helps companies of all sizes track and nurture leads and analyze business metrics. HubSpot is suitable for any B2B or B2C business in a variety of ...Read more about HubSpot CRM
Pipedrive is a web-based Sales CRM and pipeline management solution that enables businesses to plan their sales activities and monitor deals. Built using activity-based selling methodology, Pipedrive streamlines every action invol...Read more about Pipedrive
LeadSquared is a cloud-based marketing automation and customer relationship management (CRM) solution for businesses of all sizes. It serves clients in industries such as finance, e-commerce, education, health and wellness, market...Read more about LeadSquared
Odoo Point of Sale (POS) is part of Odoo’s integrated suite of business applications. The module is available both on and offline and provides unified data across stores and has an integrated inventory management function. Od...Read more about Odoo
In Mind Cloud
In Mind Cloud
Finally, a digital sales platform purpose-built for manufacturers that unites CRM, CPQ, and Commerce. Our end-to-end sales software flawlessly aligns your customers’ wants with your production capabilities in ERP to help you sell...Read more about In Mind Cloud
Bitrix24 is an online workspace for small, medium, and large businesses. It features over 35 cross-integrated tools, including CRM, tasks, Kanban board, Gantt chart, messenger, video calls, file storage, workflow automation, and m...Read more about Bitrix24
Chatabox is a user-friendly customer relationship management (CRM) solution that is highly scalable coupled with automation features to assist with contact management, customisable dashboard reporting and to undertake task managem...Read more about Chatabox
Zoho CRM is a cloud-based business management platform that caters to businesses of all sizes. It offers sales and marketing automation tools with helpdesk, analytics and customer support functions. Zoho CRM helps users respo...Read more about Zoho CRM
ClickUp is a cloud-based collaboration and project management tool suitable for businesses of all sizes and industries. Features include communication and collaboration tools, task assignments and statuses, alerts and a task toolb...Read more about ClickUp
PORTERS is a complete solution for managing recruitment data from the beginning to the end. Candidates and Job Descriptions are registered into the system and matching for the best fit is done. The recruitment processes are manage...Read more about PORTERS
TOCA CRM is an intuitive mobile CRM application designed to maximize the effectiveness of updating client information. As an all-in-one CRM, users have access to all the necessary customer management tools that are needed for day-...Read more about TOCA CRM
Voiro simplifies work for media sales, operations, and finance teams, making them more efficient and productive. We enable faster and better decisions across teams, with a razor-sharp focus on data. We draw sharp insights from rev...Read more about Voiro
Salesflare is an intelligent CRM and email outreach platform used by thousands of small and medium-sized B2B businesses, who want to sell more with less work. It automates the data entry user would normally have in a CRM by g...Read more about Salesflare
Easily finding and contacting the people you're looking for is the cornerstone of every business, be it customers, candidates, clients, you name it. Jobin.cloud specializes in conglomerating this huge aspect of every business's w...Read more about Jobin.cloud
EngageBay is an integrated marketing, sales, support and CRM solution designed to help small to midsize enterprises acquire, engage and convert website visitors into customers. The cloud-based platform lets businesses use marketin...Read more about EngageBay
Bigin by Zoho CRM
Bigin by Zoho CRM
Bigin by Zoho CRM is a pipeline-centric CRM that is built and priced for small businesses. Minimal by design and focused on greater ease-of-use, Bigin brings spreadsheets-like simplicity to CRM and allows anyone to get started in ...Read more about Bigin by Zoho CRM
Agile CRM is a cloud-based customer relationship management (CRM) solution designed for small and midsize businesses. It offers contact management, telephony tools, appointment scheduling, marketing automation, project management,...Read more about Agile CRM
Popular Customer Relationship Management Comparisons
Buyers GuideLast Updated: November 19, 2022
What is CRM software?
Customer relationship management (CRM) software is software that automates and manages the customer life cycle of an organization. It is usually used by the sales team, sales reps, and call center reps to maintain contact with customers and quickly respond to their needs.
Note: Specific sales CRM platforms have features that are optimized for sales teams.
Basically, if you work with a lot of customers, a CRM is your team's best friend. Not only will it help you manage your data, a good CRM makes your customers' experience fluid and effortless.
Here's what we'll cover:
- Benefits of CRM software
- Competitive advantages of using CRM software
- Business sizes using CRM software
- Software related to CRM
- Features guide
- Pricing guide
- Tips and tools
Benefits of CRM software
CRM software provides your business with several tangible benefits, including:
- Customer data management: Most products provide a searchable database to store customer information (e.g., contact information) and relevant documents (e.g, sales proposals and contracts). While most CRMs offer this functionality, it can also be incorporated into other industry-specific systems. For example, contact management is a core component of salon management software.
- Interaction tracking: A CRM solution documents customer interactions, such as conversations held by phone, in person, through live chat, email, or other channels. These interactions can be logged manually, or automated with phone and email system integrations. Some systems can also track interactions on social media platforms including Facebook, Twitter, and Google.
- Workflow automation: This standardizes business processes, usually through a combination of task lists, calendars, alerts, and templates. For example, once a task is marked as complete, the CRM system might automatically create a task for the next step in the process.
- Reporting: Management can use CRM tools to track performance and productivity based on activities logged in the CRM system—for instance, how many new contacts were added to the database that day, or how much revenue was generated. These tools can also be used for sales forecasting, such as for the next-quarter sales pipeline, lead management, scoring, and analyzing customer satisfaction.
Competitive advantages of using CRM software
Whatever business you're in, chances are you frequently have to deal with customers, prospects, or other important contacts. When it comes to these interactions, CRM software gives you an advantage over your competitors by helping you with the following:
- Scale your business: If you only have 100 contacts to deal with, then you might be able to keep all of their information straight using a simple Excel spreadsheet, or even pen and paper. Larger companies, however, deal with thousands or potentially millions of contacts and customers, which require customer relationship management software in order to keep that information well-organized and accessible
- Operate more efficiently: When everyone in your company has access to your customer and contact data, you can deal with those customers more efficiently and avoid the dangers of over- or under-contacting them. You can also track those customer interactions and analyze that data for more efficient resource planning and optimize the sales process.
- Compete with superior customer satisfaction: Staying in the right amount of touch with your customers, and using the communication method they prefer, lets you stay on top of their needs and concerns in a way that stands out. Superior customer service, focused on providing the best possible customer experience, will allow you to seriously compete against other businesses.
Businesses sizes using CRM software
CRM systems are used by many businesses, across a variety of industries, so there's no "typical" buyer. In general, though, you'll fall into one of the following categories:
- Single user: The smallest businesses consist of only one owner/employer, such as real estate agents, freelancers, or independent contractors.
- Small business buyer: These are companies with two to 100 employees and typically have no IT department.
- Midsize business buyer: These are companies that have 101-1,000 employees and tend to have an IT department.
- Large business buyer: These are companies that have more than 1,000 employees and have a dedicated IT department.
Software related to CRM
CRM can be divided into several related subcategories of software, all of which focus on improving your relationship with your customers:
- Sales force automation (SFA) software: Helps you manage your sales team's activities, and helps the sales team close more deals by keeping thorough, accurate records of their interactions with all sales prospects.
- Marketing automation: Provides tools that helps marketers reach out to potential customers through a variety of channels—especially email—and tailor messages to them.
- Customer experience software: Combines frontline customer service applications, such as live chat and tools for self-service knowledge bases, with tools that connect departments in order to oversee individual customer experiences.
- Help desk software: Stores customer information in a searchable database, tracks interactions, and automates the issue resolution process using an issue tracking system. It can be used for either external customers (consumers or businesses that have purchased goods or services from your company) or internal customers (employees).
- Live chat software: Allows you to have real-time conversations with website visitors in order to improve customer service, help increase online sales, and encourage repeat business by providing customers with precisely what they want.
A list of common CRM features
When comparing CRM software, it's important to understand the functionality included in each. The most common functions of these systems are listed in the table below:
|Sales force automation||Contact and opportunity management, sales forecasting, pipeline analysis, and reporting.|
|Marketing integration||Lead management, email and event marketing, marketing analytics, and campaign management.|
|Customer service and support||Trouble ticketing, self-service solutions, case management, customer experience platforms, live chat, and surveys.|
|Help desk automation||Trouble ticketing, knowledge management, self-service, and IT asset management.|
Feature details and examples
Sales force automation: Provides you with the tools to streamline and manage your sales team's performance. Also gives your salespeople the ability to more efficiently track their prospects and customers with functions such as contact management, lead management, opportunity management, pipeline management, forecasting and territory management.
Marketing integration: This feature allows you to automate your marketing campaigns through the CRM system. It enables you to attract new visitors and customers, score customers as leads that can be nurtured along the sales pipeline, deliver marketing and promotional materials through various channels (e.g., via email marketing, social media etc.), obtain analytics about customers to improve marketing efforts and automate repetitive, time-consuming manual tasks.
Customer service and support: This functionality consists of a set of tools that allows you to cater to customers' needs by tracking their interactions with your company to focus on creating the best possible customer experience for each individual. Specifically, it allows customer service representatives to document, route, track, resolve and report on customer issues via a trouble ticketing system, using tools such as live chat, customer self service and multichannel management.
Help desk automation: This is similar to customer service and support in that it also focuses on creating the best possible individual customer experience. However, it is more focused on resolving IT issues, and the "customer" may be either external or internal (i.e., employees who need help with IT issues). Help desk automation involves the creation of an electronic ticket that customer service representatives track and associate with customer profiles that include contact information and, potentially, purchase history or assets.
CRM buyers' top requested features
The buyers we've helped at Software Advice tend to be looking for some of the more basic aspects of customer relationship management systems. Their top-requested features, by far, are contact management, interaction tracking and scheduling/reminders-all defining features of CRM software. The more specialized features are, the less buyers tend to request them.
The CRM software features you really need
Certain CRM features are more critical than others depending upon your business' stage of growth. Here are some of the most crucial features for different business sizes (see the "Business Sizes Using CRM Software" section of this guide for business size definitions):
|Single user||Contact database: Your CRM database helps you manage and track each customer interaction, saving time by eliminating the need for complex spreadsheets or tracking your contacts through pen and pencil.|
|Small business buyer||Sales automation: Helps you manage sales activities down to individual sales reps. It can also generate sales forecasting and provide insight into your sales pipeline.|
|Midsize business buyer||Marketing automation: Helps automate your lead generation and nurturing funnels, provides insights and assists with targeted marketing campaigns.|
|Large enterprise business buyer||Customer service functionality: Allows your customer service representatives to fully track and manage the customer journey and make sure they're receiving the proper amount of care and individuality along the way.|
How CRM software is priced and hosted
CRM software is typically hosted online and licensed out to companies on a per user, per month basis, alongside one-time implementation costs—otherwise known as a Software-as-a-Service (Saas) or online CRM model. Some vendors may have a flat monthly fee regardless of the number of users, though it varies between different market segments. For example, sales force automation is almost universally sold per user/month, while marketing automation often is sold via a flat monthly fee. However, this flat fee is increasingly uncommon.
The per user/month costs across the SaaS market average from around $50-$90 per user/month, depending upon required functionality, though it can also be much cheaper (e.g., $10-$15 per user/month) and much more expensive (e.g., $200-$300 per user/month) depending on the vendor. Additionally, there are a variety of free CRMs, but these will offer limited functionality.
The flat monthly fees for more specialized systems tend to be more more expensive, starting at around $200/month, but can scale up to around $3,000-$4,000/month for more robust systems.
What businesses typically budget for CRM
Based on an analysis of the CRM software buyers we speak to, business budgets for a CRM solution vary widely. The highest percentage of buyers (about 32 percent) budget for $76-$100 per user, per month, while only 3 percent are willing to budget more than $301/user/month.
Please note that these prices do not include any potential up-front fees, such as installation and training.
Hidden costs of CRM software
Because it is such a staple of so many industries and businesses, CRM software vendors make their money more through volume than through nickel-and-diming customers. As such, there are few hidden costs, with one notable exception: implementation.
The majority of SaaS CRM systems can run without dedicated IT support, either internally or from the vendor, so extra costs come out of paying the vendor to install the software and provide training sessions for key users. Depending on the vendor and the system, this cost can range from a few hundred to a few thousand dollars.
An on-premise CRM solution will require a dedicated IT team in order to maintain the servers and administration duties.
What are the key functions of CRM software?
As discussed in the "Benefits of CRM software" section above, CRM software provides several key functions for your marketing teams, including:
- Contact management: Manage and store customer, client and prospect data so you can contact them at the right time using their preferred method of outreach.
- Interaction tracking: Keep detailed notes on each employee's interactions and email campaigns with customers, clients, and prospects for the future use of anyone at your company.
- Workflow automation: Create task lists, reminders, calendars, alerts, and templates that will help streamline your dealings with customers.
- Reporting and analytics: Generate reports that track and analyze the performance and productivity of your company and employees based on the data in the CRM system.
What should I ask vendors when evaluating CRM products?
When researching CRM vendors, don't just rely on the information they provide. Request a demo, where a representative walks you through the software and its various features.
However, don't let this demo just be a sales pitch. Be sure to ask important questions, such as:
What parts of the software do users most frequently report problems with?
Don't just focus on functions vendors rave about, but ask what tends to be challenging for users. This will also enable you to gauge just how frank the representative is willing to be with you about their product. If a key feature for your business needs and sales pipeline is a pain point for other customers, it likely will be for you, too.
What are the set-up costs for the software?
Most vendors will price CRM software based on a "per user, per month" model, but there are frequently up-front costs that come with implementation.
How likely are we to require tech support in order to set up, implement, and/or use the software?
If you have a small or no IT department, it will be important to know whether or not you'll require (potentially costly) tech support in order to implement and maintain the software.
How easy will it be to add features at a later date?
As you become more familiar with a given system, you may want to add more complex functions, such as marketing integration or reporting and analytics. Check to see whether there are any hidden costs or challenges associated with adding features later on. An integration to your social media management system is a possible example here.
Is there a mobile app?
Your team likely works from smartphones or tablets, therefore the type and cost of the CRM mobile app could be important for your business. Your team can follow up with customers quickly and sometimes in real time, make phone calls while on the go, check their email and social media interactions, and overall improve the employee experience with an intuitive mobile app.
Be sure to ask if the mobile app is optimized for Android or iOS devices—whichever your team uses.
What's the difference between marketing automation and salesforce automation?
CRM vendors offer a lot of applications with their products, and jargon is commonly used to describe them. We've demystified much of this in our article, "The ABCs of CRM: A CRM Terminology Primer."
What if my company doesn't differentiate between sales and marketing?
Many companies these days have call centers and marketing teams that communicate with such frequency that they often function as one unit, an alignment called "smarketing." You can find out how this influences software choice in our article, "How 'Smarketing' Paired With Software Can Help Align Sales and Marketing."
How do I get my team to adopt CRM software?
One of the biggest challenges of purchasing CRM software is getting your team to use it—especially sales teams that are often attached to practices they don't want to interrupt with new technology.
What are some drawbacks I should watch out for?
A CRM solution isn't a magic cure-all for companies that have problems due to their own dysfunctional business processes or poor corporate hygiene. Some businesses think that buying software will fix a disorganized sales team, an inexperienced marketing team, or poor data entry, but in reality the CRM tools may just scale up and worsen existing problems.
For CRM software to work successfully for your company, you need to make sure that the teams and individuals who will use the CRM platform are equipped to deal with the increased customer base that the software may bring on board.
Tips and tools
Build a business case for CRM software
Purchasing CRM software will generate a solid return-on-investment (ROI) for your business. You can use this ROI as a selling point when trying to justify the purchase price, as we explain in detail in our article, "How to Build a Business Case for CRM Software."
Here are some recent articles about CRM software you should check out:
- "How to Use Google Sheets to Create Your Business' First CRM"
- "CRM Roadmap 2.0: The Better Path to Sales Success"
- "CRM Trends for 2019: A CRM Buyer Analysis"
- "FutureProof Your Small Business: AI in Sales"