What is CRM Software?

CRM Software (or Customer Relationship Management Software) is a software category that includes applications which help businesses build strong relationships with their customers, boost conversations, and improve revenue rates based on customer data coming from multiple interaction channels (phone calls, website visits, social interactions, and so on). Companies use them to process and analyze customer information, make use of disconnected data to depict opportunities, create sales funnels, and carry out loyalty campaigns. The biggest benefit of CRM software is that it allows you to categorize customers according to their expectations, and devote attention to prospective buyers. The highest performing solution in this category is Pipedrive, but you should also give a look to the rest of our top performers such as another great solution: Hubspot CRM.

Most Popular CRM Software

Pipedrive reviews
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Pipedrive

Our Score 9.8

User Satisfaction 100%

Winner of our Best CRM Award. Pipedrive is a personal sales manager for small, medium-sized and large businesses that lets you close more deals and improve sales. Read Reviews

HubSpot CRM reviews
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HubSpot CRM

Our Score 9.7

User Satisfaction 99%

Winner of our 2017 Expert's Choice Award. A completely free CRM platform that offers a powerful set of intuitive tools that can really transform the way your team works. Read Reviews

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Freshsales

Our Score 9.5

User Satisfaction 95%

Winner of our 2016 Expert's Choice Award. A quality CRM designed for high-velocity teams to keep track of contacts while solving their inquiries. Read Reviews

bpm’online CRM reviews
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bpm’online CRM

Our Score 9.3

User Satisfaction 100%

bpm'online is an award-winning process-driven CRM that helps you to perform right and coordinated actions in your sales, marketing, and service support. Read Reviews

Zoho CRM reviews
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Zoho CRM

Our Score 9.5

User Satisfaction 96%

A winner of 2015 Marketing Software Award. It lets you automate salesforce, track opportunities, forecast sales, efficiently manage contacts and much more. Read Reviews

ProsperWorks reviews
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ProsperWorks

Our Score 9.2

User Satisfaction 100%

WInner of Supreme Software Award. ProsperWorks is online CRM platform integrated with Google Apps and designed to be powerful yet simple to use. Read Reviews

LeadSquared Sales + Mobile CRM reviews
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LeadSquared Sales + Mobile CRM

Our Score 9.1

User Satisfaction 100%

A very popular automation software designed to streamline sales process and optimize customer relationship management. Read Reviews

amoCRM reviews
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amoCRM

Our Score 8.8

User Satisfaction 100%

Winner of Expert's Choice Award. amoCRM is a CRM solution to collect and follow up all of your new leads, without losing any of them. Read Reviews

Base CRM reviews
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Base CRM

Our Score 9.2

User Satisfaction 98%

Winner of our Expert's Choice Award. The perfect answer to improving your business productivity and sales by customizing your business sales stages and work processes. Read Reviews

InfoFlo reviews
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InfoFlo

Our Score 9.1

User Satisfaction 100%

Lets you fully integrate and manage contacts and improve business relationships by efficiently tracking leads and creating sales process. Read Reviews

XSellco High5 reviews
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XSellco High5

Our Score 9.0

User Satisfaction 100%

XSellco High5 is another member of the company's sales productivity suite, this one in charge of feedback solicitation for the right product at the right time. Read Reviews

eWay-CRM reviews
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eWay-CRM

Our Score 8.5

User Satisfaction 100%

Winner of Expert's Choice Award. A comprehensive CRM for Outlook for users looking to improve traction with customers, and turn basic data into operable intelligence. Read Reviews

Infusionsoft reviews
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Infusionsoft

Our Score 9.0

User Satisfaction 97%

You can get organized, grow sales and save time like 24,000 small businesses thriving thanks to Infusionsoft. Read Reviews

Insightly reviews
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Insightly

Our Score 9.5

User Satisfaction 98%

Insightly won our 2015 Best CRM Software Award. It's a service integrating customer relationship with project management in mobile and social platforms. Read Reviews

Salesforce CRM reviews
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Salesforce CRM

Our Score 9.6

User Satisfaction 99%

Salesforce Sales Cloud CRM lets you track all customer information and interactions in one location to follow more leads. Read Reviews

How To Choose The Best CRM Software

The wide range of online CRM services that are currently available in the market may seem a bit overwhelming seeing as most vendors will advertise their software as the very best for your business. Nobody knows better than you, however, what works best for your company, so when you’re on the hunt for the best CRM software you should keep in mind that it’s important you listen to yourself not the vendor.

Here are some useful information that gives you an overall picture of what’s out there. 

Get to know each product with free trial

A good course of action is to sign up for at least a few free trial plans from the vendors that are popular. With that method you will have the opportunity to test the important elements and you will get a good overview of the capabilities of each app. The best thing to do is to try the list of services that currently have the highest results in our SmartScore and Custmer Satisfaction Rating in the CRM software category and to discover the best CRM software for small business: PipelineDealsSalesforceZoho CRMPipedriveInsightly reviewsFreshserviceActive CampaignTeamgateRelateIQ and TeamDesk. For information on leading apps, read our article on the top 10 CRM software.

Another sensible strategy would be to check out some of the free CRM software solutions offered by some vendors who provide freemium or entirely free tools.

Targeted Businesses

CRM is welcomed wherever there are customers, but that’s still too generalized and straightforward to say. Instead, we are going to mention few businesses that can benefit significantly:

  • Businesses with sales teams. Every sales team needs a good CRM to identify trends in customer behavior, or to use it with up-selling and cross-selling. At the same time, CRM software reveals which care the leads most likely to close sales, and helps the team keep an eye on them.
  • Businesses that do marketing. To be more precise – any type of marketing. The sales information provided by the CRM records is invaluable to marketing teams, which use it to funnel their campaigns, and to include as many customers as possible without unreasonable expenses.
  • Businesses that lack efficiency. If you’re running short on conversions, a CRM is more than likely to bail you out. CRM solutions save plenty of time and automate a vast number of critical processes allowing you to focus on more important tasks. For instance, you can use customer records and prospect notes to cut the time you’re investing into generating leads.

CRM Software For Enterprises

Best customer relationship management systems happen to be enterprises’ most valuable assets, regardless of the industry they’re in. Unlike small and medium businesses focused on gaining more customers, large companies need a system that will maintain all of their current relationships and partnerships, making each of their customers feel as if he was the most important client the company has. At the same time, these systems provide a comprehensive overview of customers’ status and behavior, and track every interaction in order to reveal trends and opportunities. CRM tools are particularly recommended for online retail businesses, as they keep the sales pipeline updated with information, and store customer records in cloud.

What are Examples of CRM Software?

  • Insightly: A well-organised contact manager that drills down to particular tasks, and helps executives streamline customer communication. It is very flexible and well-integrated.
  • Infusionsoft: Infusionsoft is a web-based solution that coordinates all the tasks most business owners would prefer not to manage on their own, allowing users grow sales, help organized, and save them time when dealing with various business issues.
  • Salesforce CRM: A great addition to Salesforce’s productivity kit which tracks and records cyberspace interactions for a more productive business.
  • Nimble: A powerful contact management tool which collects and summarizes information from popular social media channels.
  • PipelineDeals: A popular application that eases complex CRM processes, but doesn’t require special efforts to learn and understand.
  • Zoho CRM: The leading member of Zoho’s productivity family which can suit the needs of businesses from all scales and industries.

Check out our article on the top 15 CRM solutions to get info on popular products in this category. You can also examine some comparisons of most popular solutions such as HubSpot CRM vs Salesforce to see how they fare agains each other. This is often the best approach to choosing the optimal software for the specific needs of your company.

Types of CRM Software

Depending on their role, and dimension in which they can manage and maintain customer relationships, CRM systems are classified in three separate groups:

  • Operational CRM – Also known as basic CRM, operational CRM aims to integrate the three essential parts of every business: sales, marketing, and support. What these tools do is to provide an operational dashboard where every prospect is ‘evaluated’ for each of the three functions,in order to summarize his status and to develop a strategy for him. The subcategories of operational CRM are: Sales force automation (analyzing prospect cycles from leads to customers); Marketing automation (automating marketing processes to create and execute multi-channel campaigns with fine segments); and Service automation (handling customer service, and integrating advanced types of support).
  • Analytical CRM – Unlike operational CRM which gathers data, analytical CRM has the role to analyse that data and to draw some important conclusions for drafting reports and making better decisions. This type of CRM uses powerful techniques, such as data mining, pattern recognition, correlation, etc.
  • Collaborative CRM – Last, but not least, collaborative CRM incorporates external stakeholders (vendors, for instance) and shares valuable customer information with them. The rationale is obviously to improve communication, and to gather information that can be used for targeting prospects and making promotional offers.

Key Features of CRM Software

Most quality solutions, such as Base CRM, share common features that help you perform basic relationship management processes, but they also vary in some features that address specific industries, business size, or specializations. These are the key features every CRM should posses:

  • Contact manager – Organizes your contacts (customers and suppliers) by categories for easy sorting or retrieval. For some small businesses with a tight budget, this feature is all they need to conduct a CRM program, such as, email campaigns or categorizing their customers based on their records. This feature may be a stand-alone module or integrated with other modules.
  • Sales automation/marketing – It’s the main component of a CRM software. This feature automates the sales process from prospecting to customer inquiry and sending out replies to order taking. At its core, this module should help you to follow leads, such as, customer inquiries, past sales, or web visits. A good sales automation feature also have web forms that let you capture leads from landing pages, invite web visitors, or collect feedback. This module is sometimes referred to as marketing automation.
  • Sales tracking – Some vendors include this feature in sales automation or as a separate module. This feature helps you measure sales analytics. How much you’ve sold? Where? Who? Sales forecasting. Sales rep performance. These are some of the basic functions of the module. The CRM software should have at least a basic set of report templates and a dashboard to help you create sales reports or see an overview of your sales performance.
  • Communication channels – This feature is usually integrated with other modules. Many CRM software boast of multiple-channels to communicate with customers, including: email, phone, IM or live chat, social, and forums. Although having more channels means a wider reach, it doesn’t make sense to get a live chat or phone feature if you don’t have someone to handle it, or a social network function if your online social presence isn’t developed. Often, an email channel alone sits well with customers provided you respond within 24 hours.

Benefits from CRM Software

We operate in an ultra-competitive market, which is why adopting powerful CRMs is more vital than ever before. If you’re  still blowing hot and cold on the idea to purchase yours, these are the benefits you are missing on:

  • Efficiency and Productivity. A well-implemented CRM is more than likely to straighten your operational inefficiencies, mostly because of its data discovery capacity, and the powerful integrations with your current software infrastructure.
  • Data Availability. Data is your most invaluable and strategic asset, and the CRM is your best bet to gather that data in one place where it will also be analysed. The idea is not merely to see data, but to understand what it is about, and CRMs make that happen with plenty homegrown/ integrated analytic tools.
  • Improved Accountability. When your relationship with customers is not going well, that indicates that none of the rest is. That’s where CRMs are the handiest – they streamline customer communication, and make your business more trustworthy and accountable. What they do is to help employees understand their duties, but foremost to understand their mistakes.
  • Better Collaboration. Spreadsheets are not that functional, and we all know it. Still, we’re falling short on certain functionalities we should provide right because we don’t have the right tool to do it. CRMs, on the other hand, are cloud-based, which is enough of a guarantee that customer information will be accessible to everyone in every department.
  • Streamlined Communication with Customers. When implementing a CRM, don’t only think about what it is supposed to do for you. Walk in your customers shoes, and try to see whether the tool can identify their needs and therefore lead to more sales. CRMs are one of the few systems that are proved boosters of customer retention, right because they are tracking the company’s relationship with each customer individually.

Latest Trends

Aside from the basic features, many CRM software today have these latest features which can boost your marketing and sales. Here are a few of the latest trends that are worth investing in:

  • Social CRM – It can be sold as an add-on, a separate module, or integrated with the basic plan. This feature leverages the opportunities social networks present to building personalized customer relationship. You can track social mentions of your brand or get alerts when people talk about you in their social networks. This ability lets you create leads or arrest an impending negative issue about your business. At the least, look for CRM software that integrates with any of the three popular social networks: Twitter, Facebook, or LinkedIn.
  • Mobile CRM – The mobile app is designed for your use, not the customers’. You can access the CRM software through a smartphone or tablet. This feature is helpful when you’re often on the go but want to keep tab of your CRM program. Most top CRM solutions have a mobile app for iOS or Android or both, which are sold as an add-on, while some vendors feature a mobile web-based version (you need to open a browser to log in to the system). Some of the basic features to check in the mobile app include: synchronization of data; uptime; and, for Android app, compatibility with different Android phones like HTC, Samsung, and LG. Some CRM mobile apps also use gps for location-based marketing. 
  • Business Intelligence – This feature leverages the tons of customer data you have gathered in sales automation. This module goes beyond creating leads and sales—the sales automation already does this—business intelligence aims to improve the overall performance and efficiency. For instance, it allows you to create “what if” scenarios prior to launching a product, or rank sales reports based on specific criteria (e.g., by location, customer’s age, season, etc.) to check the strongest and weakest aspects of your business.

Potential Issues

Aside from assessing the components and deployment, it’s also important to consider the following issues that may be critical to your business:

  • Data Security. SaaS CRM means your data is in the hands of the vendor. This setup may appear risky at first, but depending on the vendor’s reputation and infrastructure, your data may be more secure in the hands of experts than relying on your internal team. Do a background check on the vendor to lessen the risk of data security breach. Otherwise, a multinational company may opt to invest in an in-house data security infrastructure and staff and run an on-premise CRM because they have the resources.
  • Integration. Many CRM solutions emphasize integration with popular productivity and business apps because most companies are already using these applications to, among others, create documents, engage customers, or manage their calendars. Check if the CRM software can be integrated to your existing applications, or if you can export/import files to and from the CRM software.
  • Scalability. It’s important that the vendor allows scalability of features and payment terms. This is especially helpful for businesses with seasonal needs, growing or contracting sales.
  • Vendor’s Support and Credibility. As with any purchases, make sure you buy from a reputable vendor. A popular vendor doesn’t necessarily mean reputable; conversely, a newcomer may be more reliable. Check forums or social mentions, or better yet, ask past and existing users for feedback. A good vendor should provide consistent support because you will encounter glitches along the way.

It bears repeating that, as you browse through the various CRM solutions, remember to listen closely to what you need and you’re likely to get the right CRM software for your business.

History of CRM Software

historyofcrm

List of CRM Software Companies

Product name:
Category:
Smart
Score:
Price:
User
Satisf.
Support:
8.8
$60
100%
Phone
8.0
$19
100%
Tickets
8.0
by quote
100%
Email
8.0
by quote
N/A
Tickets
8.0
$6.2
N/A
Training
8.0
€29
100%
Phone
5.0
$99
79%
Live support
8.0
by quote
99%
Phone
7.9
$30
N/A
Phone
8.0
$12
100%
Training
7.6
$40
N/A
Email

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Our Score Read More

Our review platform makes use of our proprietary SmartScore™ algorithm to examine all the services in the CRM Software category so that we can help you choose the best possible software. It evaluates the following factors: core components, collaboration elements, customization, integrations with other services, user friendliness, customer support, how secure a software is, mobility, ratings in media. As of now, Pipedrive is the leader in this category and is recommended by our experts. Following detailed examination it got the best results among its competitors and we strongly suggest that you include it as one of the choices for your company.

User Satisfaction Read More

An overview of general user satisfaction with the solutions in our CRM Software category evaluated with our unique algorythm that analyzes client reviews, comments and opinions across a wide set of social media platforms in order to help you make an informed purchase decision.

100%

99%

99%

95%

96%

98%

100%

93%

100%

100%

Pricing Read More

Each vendor in the CRM Software category will offer a different set of pricing plans for its service and each package will include a unique group of elements. Below we list the general pricing for the cheapest package provided for each app. Keep in mind that advanced features may have an extra cost.

$10

free

$5

$12

$12

$12

$20

$25

$25

$19

Devices Supported Read More

An analysis of what type of devices and operating systems are supported by the listed B2B services in the CRM Software category, including mobile platforms and web-based solutions.

Windows

Android

iPhone/iPad

Mac

Web-based

Laguages Supported Read More

Learn which languages and countries are served by the best B2B services in the CRM Software category, including services aimed at international markets and created for multi-cultural groups of employees.

USA

China

Germany

India

Spain

France

Russia

Pricing Model Read More

Examine what pricing plans are supported by the vendors in the CRM Software category to see which one suits your business needs and budget best. Be aware that specific apps can provide free or freemium accounts for you to test first.

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

Customer Types Read More

A brief look at what types of customers a selected B2B solution in the CRM Software category is designed for, from small businesses and non-profits to big enterprises.

Small Business

Large Enterprises

Medium Business

Freelancers

Deployment Read More

A summary of what styles of software deployement are provided by each B2B vendor in the CRM Software category. While the majority of modern SaaS solutions are cloud-based there are solutions may offer an on-site deployment model as well.

Cloud Hosted

On Premise

Open API

History of CRM Software

The gains of decent CRMs pattered the road for vulnerable and poorly competitive businesses long enough for us to know we can’t do without them. Darrell K. Rigby revealed in a Harvard Business Review interview that behind every company with outrageous reputation and flawless product delivery, there are these well-developed data gathering hubs which turn business decisions into productivity keys. A glance on the impressive CRM timeline will show there was more to CRM than a game of chance, and will reveal who exactly we ought to credit for our easy and streamlined interactions…

historyofcrm