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Last Updated on : 28 Mar, 2020

Buyer's Guide for Top CRM Software

Found our list of CRM Software helpful? We’re here to help you make the right choice and automate your business processes. Let’s discover some of the essential factors that you must consider to make a smarter decision!

What is CRM software?

Customer relationship management (CRM) software provides business intelligence and task management solutions to companies for managing sales and marketing processes. Aside from handling customer interactions and tracking leads, CRM platforms also provide third-party integrations.

company's relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships. A CRM system helps companies communicate regularly with customers and streamline customer retention processes.

CRM systems help manage interactions with customers and prospects through multiple channels. It ensures a streamlined process for customer relationship management, resulting in growth and higher profitability.

Online CRM Software

Cloud-based CRM uses a centralized database for making information available to users irrespective of the device they are using. This option enables round the clock accessibility of data. Online CRM software companies provide higher information security levels and backup policies to ensure complete data security.

Web-based CRM software is preferred for managing both leads and customers. CRM web application comes loaded with features such as email integration, web-based telephony, sales funnel and automation business-related processes. You can also use cloud CRM for boosting SEO rankings, gathering customer reviews and improving online reputation.

Most Popular CRM Software Modules

Case Management/Customer Satisfaction

A good CRM enables users to contact every customer on priority and ensures that their queries are heard. Sales agents can put annotations on specified cases, set up automated follow-ups through mail and calls, and much more. The case management module facilitates careful customer handling.

CRM Ticketing Software

CRM software generates a ticket every time a customer approaches or raises a query. This helps agents in supervising every customer individually, plus the ticketing system allows users to update and check for progress made with each ticket.

Lead Management

Companies can integrate their Customer Relationship and lead management solutions system to monitor leads accumulated from their ad campaigns or other means such as call, email, etc. It creates a meticulous sales funnel for agents to manage the progress they are making with the customer effectively.

Content

Sales teams can create a short and interactive script for contacting leads. This extends to communicate through email, phone call, text messages, and online messengers. The script creates well fleshed out responses in yes/no pattern for ease in communication. It also includes sharing of important files such as a brochure, video demos, etc.

Data Analysis

Cloud-based CRM software records all the work data of the company, e.g., customer calls, sales patterns, customer responses to scripts, etc. and use it for business analytics & training by data analytic software. It also provides major assistance in examining business procedures and sales personnel’s performance.

Performance Management

CRM software solutions enable organizations to cross-check their employee’s performance thoroughly. Managers can check the calls, emails, messages that were made by the agent and their outcomes to examine how employees are working by this performance management software.

Social Media

Best CRM solutions facilitate integration with social media websites such as Facebook, Twitter, etc. to increase the horizons for customer connectivity. Social media management software offers a common portal of interaction for both customers and companies.

Sales Management

CRM sales management software solutions create a sales funnel to track the progress of the agent. The best CRM assists in managing different types of sales processes such as third-party, ground force, in-bound, etc.

Mobile CRM

Cloud CRM Management system offers a mobile application that enables sales agents to work from their mobile phones. It results in data accessibility and working from anywhere. Mobile CRM software is especially helpful for those who have to consistently meet with their clients and involve in on-ground sales.

Email Marketing

Client relationship management software enables sales teams to launch large scale email marketing software campaigns to attract new leads. This results in a more effective, direct, and interpersonal method of gathering new customers and improving visibility.

Report Management

A good customer relationship management solution creates detailed and insightful reports on the daily activities of the sales teams by reporting tools. It empowers companies to see how their customer approach is resulting in terms of conversion. The reports are generated based on different attributes such as customer feedback, agent performance, cashflows, etc.

Call Center

Cloud call center CRM software supports companies in the management of their in-house call centre for efficient calling operations. It records and saves every single call made to the customer with details like time of call, duration of the call, etc. The module incorporates various types of calling operations like progressive and predictive dialer for saving time.

Returns and Claims

Sales teams can handle the claims for return and defective items from the CRM software. The software automatically raises a ticket when customers call and assign the ticket under the viable option presented in the returns section. Companies can even customize the CRM solution to create subcategories under which returns can be filed.

Order Fulfillment

Order fulfilment is one of the best strategic methods to increase customer retention through a CRM system solution. The software allows sales teams to provide desirable and engaging customer experience follow-ups. Order fulfilment results in positive feedback from customers.

Customer Feedback Management

Cloud-based CRM helps conduct feedback for the services through integration or in-built web forms that are sent to the customer through email, SMS texts, or messenger. It enables sales teams to identify their shortcomings and strengths by Customer Feedback Management Software.

Task Management

The task management software of best CRM software enables sales agents to create a visual chart for all their workflows. Managers can assign leads and track the progress made by sales agents in terms of approach and sales conversion. Agents can receive work from their manager consistently track their progress with time.

Follow Up

After the first contact, the customers should be kept in the loop, and a good CRM reminds sales personnel to do that. Client relationship management solutions work as a personal itinerary planner for customer approach.

Major key functionalities and features of Customer Relationship Management (CRM) Software

Reports and dashboards

Customised dashboards and reports provide a visual representation of statistics through real-time updates. Charts, graphs and maps are being generated by the dashboard feature for viewing the performance of a business.

The sales team and customer opportunity management

Cloud CRM software is used for optimizing sales processes and improving the efficiency of marketing teams. The CRM management software is used for quantifying opportunities available to the sales team.

Salesforce automation

Automate different aspects of sales processes such as outgoing calls, data organisation, managing customer feedback and follow-up campaigns.

Sales forecasting

Sales forecasting is used for determining success metrics to ensure that results match with the efforts you are putting in. Cloud CRM solutions help ascertain if more efforts are required.

Email client integration

Take advantage of the CRM user interface for automating client/customer interactions. This is especially useful in managing customer calls where immediate solutions in the form of responses can be provided.

Workflow and approvals

Optimise workflow through such processes as data analysis, data collection and marketing campaigns. This procedure helps in streamlining work and improving efficiency.

CRM data/file storage

Data must be properly stored to maximize its utility. CRM management systems help in avoiding losses and security breaches through its data storage capacity.

Files sync and share

CRM solutions provide synchronization benefits, as a result of which you can import spreadsheets, upload emails from Outlook office and sync these with Google drive.

Inside sales console

Web-based CRM software provides inside sales console platform with an effective UI system inbuilt into it. This feature optimises data analytic tools, improves sales performance and increases customer retention.

Sales performance management

Manage the performance of sales partners and handle working aspects of the sales team for identifying areas that need improvement. The concrete data available is used as a quantifier by businesses for measuring the performance of their department.

Marketing automation integration

You can use CRM software solutions for automating marketing programs and such key features to strategically plan about the audience you would be targeting soon.

Chat integration

Customer relationship management solutions easily integrate chat programmes from CRM software and let you converse easily with employees and partners. You can also offer customer services through this feature.

Web analytics integration

CRM customer relationship management system gathers data of the people who visit your website and analyses the same to identify problem areas. It also offers insights into user interactions with the website.

Support automation

Chatbots, FAQs and email correspondences are being automated by a customer management system. As a company, you can ensure higher customer support with real-time responses. The improved AI database of top CRM software has further helped is offering personalized solutions to customers.

Product level quotes

Customer relationship management software functions as a database for products so that a business can manage what’s in transit and what’s in rest. Identify not only the products that receive good response from the customers but also areas where sales are low.

Role-Based Views Dashboard

Customer relationship management applications provide added security by restricting employees’ access to crucial information. This platform also helps prevent data leaks and security breaches. Popular CRM software keeps the data safe and provides access to the information based on employees’ designation or requirement.

Campaign management

Some of the best CRM solutions use a single UI to manage campaign operations or campaign scheduling, analytics and ROI (return of investment). The software combines analytical tools with data collection mechanisms to give both the employer and the employee numerous access points.

Why use CRM software

Customer data analysis

The inbuilt marketing optimization mechanism leads to a detailed analysis report to evaluate the success of strategies used in sales processes. The sales force automation software also helps reinvent marketing campaigns and promote services and products.

Simplified customer data access

As a user, it is possible to access data from any device, browser or operating system. The database is cloud-hosted and stored securely in a knowledge base from where the assigned contacts can access them.

Cross-selling and upselling

CRM solutions do upsell and cross-selling for closing some of the best deals. Cross-selling is used for tracking a customer’s purchase history to make suggestions for new services or products. Upselling is used for drawing intelligence from the current purchases of a customer to immediately list the same kind of products on the same page.

Social media management

Social media platforms have vastly improved communication between people living in different parts of the world. Such forums help a business get in touch with potential customers and strike deals with new clients. Both paid and open source CRM software can be closely integrated with such platforms to ease your social media activities.

Scalable

CRM business applications are quick and easy to install that require no heavy maintenance or recurring costs. Not only the top CRM companies but also the available free CRM for small business enterprises are being used for streamlining product, finance, leadership and contacts management operations.

Automating workflows

Automation of workflows helps make tasks less time consuming and saves data in a more secured format. Operational costs get reduced to a great extent through paid and free open source CRM.

Top CRM software

Bitrix 24

Bitrix 24 is one of the best free CRM software for tracking interaction processes with clients, agents, partners and customers. The cloud-based CRM does this by storing and managing contacts, calls, messages and such logs for quick connection. There are self-hosted additions of the software available with source code access.

Dynamics 365

Dynamics 365 is ERP CRM software providing such professional services as time/project management, billing and docketing. This CRM software manages expenses, inventory, production planning and shipping. You can also use the CRM system software for creating targeted marketing campaigns for different customers.

Salesforce

Salesforce is one of the top CRM offering customer relationship management services for improving sales, marketing and such services. As one of the top CRM systems, the software provides personalised marketing services for attracting potential buyers. Salesforce further helps automate time-consuming tasks through customised apps and tools.

CRMNEXT

CRMNEXT is a CRM for startups and established companies providing catalyst performance modeller for intelligent planning and real-time tracking. As one of the best CRM solutions, CRMNEXT is used for enriching data location and boosting network coverage. The software is also used in data mining and customer segmentation.

vtiger

vtiger CRM is primarily used for organising and syncing teams such as marketing, sales and other supporting staff. The sales force automation software for small companies and large ones is used for forecasting sales in order to reduce the amount of time spent on making a sale. You can also use the software for both capturing leads and managing these.

SAP CRM

SAP CRM is one of the best CRM for startups and big companies offering real-time customer analytics for identifying new sales opportunities and managing marketing campaigns. The cloud-based CRM software provides automated processes and scheduled follow up prompts for efficient customer services. It is a collaborative CRM that allows sharing information across different people in different departments.

Zoho

Zoho offers CRM solutions for small businesses and big enterprises for workflow management and contact/lead management. The sales force automation software is used as a sales process builder for integrating offline sales processes with customer relationship management systems of a company. Omnichannel is one of the most unique features of the software wherein as a business it is possible to have a real-time conversation with new clients or customers.

How does CRM software work?

CRM model smoothens sales operations and customer service processes of an organisation to improve the efficiency of business operations. The software does this by analysing the data and automating marketing activities, sales as well as other such works of the business. CRM tools also generate leads and conversions to track marketing as well as sales funnels.

The list of best CRM software easily integrates with the prevailing systems within a company thereby optimizing all the functions of a business. Granular reports developed by the software help produce a complete and accurate picture for both clients and businesses.

Every business has sensitive and confidential information that needs to be securely stored. Customer relationship management tools save data in a vendor’s database from where information can be accessed anytime, anywhere.

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CRM Software FAQs

Q1 - CRM development companies in India?✅

The solutions developed by top CRM software development companies ensure flexibility, creativity and quality of business processes. Some of the fastest-growing CRM development companies in India are:

Q2 - What are the common customer management software features?🧐

Customer management software has inbuilt common functionalities such as email integration, interaction tracking and forecasting market trends. Then there are various management solutions such as lead management, contact management, document management and proposal management. CRM software is also used for streamlining sales operations with the help of sales analytics, sales force automation and sales performance management.

Q3 - 🧐Reasons why CRM in cloud computing is critical for your business?

CRM in cloud computing is used by manufacturing industries, healthcare companies, telecommunications, insurance companies and IT industries for lead management, customer retention, financial planning as well as claims adjustment. It is also used for generating earning reports and ensuring well-organised sales functionality.

Q4 - Can you create custom CRM software for your business?

A custom CRM for a business can be easily developed by considering the following factors. For instance, you need to be sure of the complexity of the project so that the required features can be attached to the CRM platform or the sales force automation software.

Second, once the scale of the project is finalized, select such features that are as per your requirement. Some such core features are chatbot, custom reports, pipeline view, invoicing, third party integrations, multi-device support, customer interaction options, etc.

Third, calculate the number of hours that need to be invested into the development of each feature. Fourth step would involve looking for amount that you would have to pay for developing the requisite CRM application.

Q5 - Which is the best free CRM for startups and small businesses?

Free CRM tools perform the two most important functions- providing stellar customer service and generating more revenue for the company. Some of the best free CRMs for start-ups and established businesses help streamline the mechanisms of business. This also means more profit. The free customer database software for small business and medium enterprises lets you not only build web-based applications but also customize these.

Q6 - What are the best free and open source CRM software available for small businesses?

At times start-ups are financially tied up and a proper subscription for a CRM seems impossible. However, the market is ripe with options that allow these small businesses to prosper and, in some cases, customize their solution for personalization. Here is a list of best CRM software for small business 2019:

Freshsales: Freshsales offers a scalable cloud-based CRM solution that can work for an organization of any size. There is no upper limit for the storage of contact and user information. The free version of Freshsales CRM offers lead management, email management, contact storage, among many others. It has a paid version available as well with additional features.
Mobile App: Available for both iPhone and Android smartphones.
Odoo: Odoo is one of the better-known open source CRM software that allows companies to allow unlimited sales agents to work from the software. This software offers basic lead management and contact management features. The paid plan is chargeable based on integration, support, and customization.
Mobile App: Available for both iPhone and Android smartphones
SuiteCRM: SuiteCRM is a free and open-source client relationship management solution. It provides complete control of the storage deployment – companies can store the data on private cloud or their home servers. It allows users to even create a sales pipeline for the better conceptualization of the sales process. It has no paid plans.
Mobile App: Available for both iPhone and Android smartphones.
Vtiger CRM: Vtiger CRM is also an open-source CRM that works quite well for small and medium scale sales companies. This business CRM software also provides total control for managing storage deployment. It allows easy integration with Microsoft Outlook plug-in and synchronizes calendar and emails appropriately. Vtiger CRM does have paid plans available to increase the cloud storage facility and avail real-time tech support.
Mobile App: Available for both iPhone and Android.

Q7 - What are the 5 must have CRM integrations to achieve higher work efficiency?

The 5 most important CRM integrations for higher work efficiency are:
1. Market Automation: This integration ensures automated data transfer between the CRM and the different APIs of the company for continuous and hassle-free working. 2. Email & Calendar: Email and Calendar integration enables users to manage their time and work efficiently. Email integration automates communication with customers through welcome and follow-up messages and manages sales processes through email responses. While Calendar allows users to manage their sales pipeline with more efficiency. I.e., it enforces the streamlining of operations.
3. Business Intelligence: To process and study this large amount of data could be an overwhelming task for an individual. Hence, a cloud-based CRM solution analyzes the data through business intelligence software integration.
4. Website: Another important integration that a CRM must-have for higher outreach to customers. Website integration facilitates direct management of leads accumulated from the web page. Companies can simply attach webforms for asking contact details from customers.

Q8 - What are the advantages of CRM and ERP integration?

The biggest advantage of integrating CRM and ERP is the centralization of the company and verification of data from different sources. The integration of CRM and ERP creates a common database that checks for data entry and duplication. Top CRM software prevents data duplication for efficient task management. This also helps in getting a comprehensive single customer view, as it shows all the essential information in a table chart format.

Q9 - What is the role of CRM in banking?

CRM is an essential business tool for banks to acquire new customers and ensure top-notch customer service. A good CRM solution ensures higher productivity, customer retention, and better feedback from the customer, i.e., it is a game-changer for banks. It benefits banking companies in the following ways:

Enhancement in customer retention
Increase in sales
Improvement in customer support and experience
Effective marketing campaigns
More output per agent
Personalized customer relationships

Best CRM Software For Small Business

Recently Added Products

Buyer's Guide for Top CRM Software

What is CRM software?

Online CRM Software

Most Popular CRM Software Modules

Case Management/Customer Satisfaction

CRM Ticketing Software

Lead Management

Content

Data Analysis

Performance Management

Social Media

Sales Management

Mobile CRM

Email Marketing

Report Management

Call Center

Returns and Claims

Order Fulfillment

Customer Feedback Management

Task Management

Follow Up

Major key functionalities and features of Customer Relationship Management (CRM) Software

Reports and dashboards

The sales team and customer opportunity management

Salesforce automation

Sales forecasting

Email client integration

Workflow and approvals

CRM data/file storage

Files sync and share

Inside sales console

Sales performance management

Marketing automation integration

Chat integration

Web analytics integration

Support automation

Product level quotes

Role-Based Views Dashboard

Campaign management

Why use CRM software

Customer data analysis

Simplified customer data access

Cross-selling and upselling

Social media management

Scalable

Automating workflows

Top CRM software

Bitrix 24

Dynamics 365

Salesforce

CRMNEXT

vtiger

SAP CRM

Zoho

How does CRM software work?

5 CRM Trends in 2020 That Will Impact Businesses

7 Best Free and Open Source CRM Software Solutions For SMB

Simple Answer To "How can Lead Nurturing be Fun?"

Why Your CRM Strategy is Likely to Fail? It's Still Not Too Late to Adopt These Tips

Just Few Days Left Until 2020! 10 Thoughtful Ways to Thank Your Customers

CRM Software FAQs