Customer relationship management (CRM) solutions help sales teams manage leads, log communications and build campaigns. While such systems were once used exclusively by enterprises with thousands of dollars to spend on software products, the proliferation of affordable SaaS systems has opened the CRM world to small and midsize businesses. Low-cost CRMs lack some of the features more expensive solutions offer, but they are typically easy to implement and manage.
\r\nKeap is on a mission to simplify growth for millions of small businesses.
\r\n\r\nFor 18 years, Keap has helped small businesses get organized so they can deliver great service and close more business. Keap's award-winning CRM solution serves more than 200,000 users globally.
\r\n\r\nWe're in the business of helping you grow yours.
\r\n\r\nStep up to all-in-one sales and marketing software designed for growing service-based businesses, ranging from entrepreneurs and startups to larger teams. Keap's platform organizes your customer information and daily work in one place, freeing you up from repetitive tasks so you have more time to focus on growing your business and delivering great service.
\r\n","descriptionTest":"","fullTitle":"Featured Sponsor","isFeaturedBestPick":true,"isJumpLink":false,"tabTitle":"Featured Sponsor","review":{"displayName":"Keap","canonical":"https://staging.business.com/crm-software/keap/review/","id":"8e721df9b8cd3de9c32e22b4d9b65145","url":"http://www.keap.com/","review":{"pros":["You can set up automated processes that send messages to new leads.","Keap's marketing campaign builder allows you to automate any sales or marketing process you design."],"cons":["Keap does not offer customer support over the phone on weekends."],"fullReviewTest":"","fullReview":"Keap, formerly known as Infusionsoft, is a strong contact management software application with robust marketing, sales and e-commerce tools built in. Keap is, based on our research and evaluation, the easiest CRM to use because of its straightforward tools and simple-to-understand interface. For a reasonable price, it provides numerous top-tier services that help you manage your business and customers with ease.
\r\n
View all of our recommendations for CRM software on our best picks page.
\r\nKeap is an excellent CRM with a price tag that matches its robust functionality. Each Keap plan offers one user per license and 500 contacts. Each additional user is $30 per month.
\r\nKeap is a true full-featured CRM with enough tools to serve large, even enterprise-level businesses. Here are the features that set Keap apart from other CRM solutions:
\r\nKeap is filled with a complete assortment of CRM features, including data points, form submission, a record of campaigns and purchases. It covers a range of data that helps sales representatives and marketing teams gather the information they need to help their clients.
\r\nIts customization offerings are also beneficial to users looking to create well-informed marketing campaigns. Users can create custom fields according to their needs, which helps make reporting an easier task.
\r\nAnother key aspect of Keap is its email builder. It offers a drag-and-drop tool that provides templates that makes email marketing a quick and painless task. Its automated sales correspondence messages help users avoid gaps in communication and move assignments along.
\r\nKeap doesn't offer phone support at night or on the weekends – the customer service line is open from 6 a.m. and 7 p.m., Monday through Friday. The company does offer live chat 24 hours a day, seven days a week. So, while you might not be able to speak with a representative directly, you can reach someone when you need it.
\r\nTo test the level of customer support offered, we contacted Keap posing as a small business owner interested in their software.
\r\nThe representative we spoke with was very helpful. He described each feature in detail and reminded us that they would be available every step of the way if we needed assistance. The rep also talked about the common struggles small businesses experience with CRM solutions and how Keap's CRM filled those gaps. Overall, we were very impressed with the care we received from Keap. The representative was extremely patient and offered to call back and set up a demo so we understood every aspect of the software.
\r\n\r\n
Editor's note: Looking for the right CRM solution for your business? Fill out the below questionnaire to have our vendor partners contact you about your needs.
\r\n"},"pricing":{"isCapped":false,"isFeatured":true,"primary":true,"selected":"affiliate-widget","widgetId":"10725","widget":{"id":"10725","cta":"Compare Quotes","isExclusive":false},"affiliate":{"cta":"Visit Site","link":"https://businesscom.go2cloud.org/aff_c?offer_id=794&aff_id=1000&source=crm-software&aff_sub3=deal|Keap&aff_sub4=revenue|QT&url_id=1","name":"QT Program"}},"thumbnail":{"path":"https://staging.business.com/images/rz/5e5955e85a215edd7d8b4568/keap_logo.png"}}},{"bullets":["Four pricing plans","Click-to-call service","SMS integration"],"description":"Freshsales is a customer relationship management software solution by Freshworks that makes it easy for businesses of all sizes to attract, manage, close and nurture their leads. With an intuitive user interface and an expansive feature set, including built-in phone and email, artificial intelligence-based lead scoring, visual deal pipelines, intelligent workflow automation, and customizable visual reports and dashboards, Freshsales gives businesses everything they need to manage their sales without having to juggle multiple tools.","descriptionTest":"","fullTitle":"Featured Sponsor","isFeaturedBestPick":true,"isJumpLink":true,"tabTitle":"Featured Sponsor","review":{"displayName":"FreshWorks CRM","canonical":"https://staging.business.com/reviews/freshsales/","id":"19ca7a53a9d9cc9847358cf7887c90d4","url":"https://www.freshworks.com/crm","review":{"pros":null,"cons":null,"fullReviewTest":"Freskworks CRM is a customer relationship management software that makes it easy for businesses of all sizes to attract, manage, close and nurture their leads. With an intuitive user interface and an expansive feature set, including built-in phone and email, artificial intelligence-based lead scoring, visual deal pipelines, intelligent workflow automation, and customizable visual reports and dashboards, Freshworks CRM gives businesses everything they need to manage their sales without having to juggle multiple tools.
","fullReview":"With a comprehensive dashboard that combines all the important information and metrics, FreshWorks CRM, formerly FreshSales, is a good, modern CRM. It's has three pricing tiers to choose from, so you can choose the one that works best for your business. The pricing is reasonable, ranging from $29 per user per month to $149. Based on Freshworks' pricing and support plans, as well as its versatility as a CRM solution, it's a good CRM for small business.
\r\nView all our recommendations for CRM software on our best picks page.
\r\nFreshworks provides a 21-day free trial to its customers. Some companies we reviewed offer 14-day trials, while others offer no trial at all. There are three plans to choose from with Freshworks: Growth, Pro and Enterprise. Freshworks provides a good variety in plans and features for its customers.
\r\nHere is a full breakdown of each plan.
\r\nFreshworks has several features that are ideal for SMBs. All four plans include contact and pipeline management, several intelligent workflows, basic reporting features, Gmail add-ons, and multiple sales campaigns per user. Here are some other standout features Freshworks offers:
\r\nAccording to the plan breakdown, Freshworks' report dashboard is not available until the Estate plan, the second most expensive plan. It's not clear if users who have other subscriptions are able to view pertinent dashboards, but the reporting dashboard is an important aspect of CRM software. Withholding this feature until the Estate plan means many small businesses will miss out on this functionality.
\r\nAnother minor limitation comes during the customer service process. We struggled to get a customer service representative on the phone, despite calling in the middle of the afternoon. While this shouldn't be a deal-breaker for any company, it's something you may encounter if you pursue Freshworks' services.
\r\nMona Bushnell contributed to the researching, reporting and writing of this article.
"},"pricing":{"isCapped":false,"isFeatured":true,"primary":true,"selected":"affiliate","widgetId":null,"widget":null,"affiliate":{"cta":"Visit Site","link":"https://businesscom.go2cloud.org/aff_c?offer_id=227&aff_id=1000&source=crm-software&aff_sub3=deal|FreshWorks&aff_sub4=revenue|QT&url_id=1","name":"QT Program"}},"thumbnail":{"path":"https://staging.business.com/images/rz/6042728d5a215e82498b4567/freshworkscrm_logo.jpg"}}},{"bullets":["Easy customization options","Multiuser portals","Real-time reports"],"description":"Affordable and beautifully designed, Zoho CRM looks and feels like a lightweight CRM solution, but it packs in a surprising number of high-end features and customization options. Since this CRM is part of the Zoho SaaS family, it can be used on its own or in tandem with other Zoho apps and services, and it is compatible with many popular third-party social media platforms as well. Built-in collaboration features, like the shareable calendar and file repository, make this CRM ideal for small teams and multitasking individuals. For these reasons, it earns our best pick for small business overall.
","descriptionTest":"","fullTitle":"Best CRM Overall for Small Businesses","isFeaturedBestPick":false,"isJumpLink":false,"tabTitle":"Best Overall","review":{"displayName":"Zoho CRM","canonical":"https://staging.business.com/crm-software/zoho/","id":"0339bc1fd6708b464e5ba78f79ebe45d","url":"https://www.zoho.com/crm/","review":{"pros":["Zoho CRM offers popular integrations, including GoToMeeting, Twilio, DocuSign and Eventbrite.","Users have access to customization features like custom views, page layouts, buttons and conditional fields."],"cons":["You must subscribe to a support program if you want 24/7 support."],"fullReviewTest":"","fullReview":"Affordable and beautifully designed, Zoho CRM is the best overall CRM for small businesses. This breezy software-as-a-service (SaaS) solution looks and feels like a lightweight cloud product, but it packs in a surprising number of high-end features and customization options for serious business users on a budget.
\r\n
View all of our recommendations for CRM software on our best picks page.
\r\nZoho CRM has four subscription tiers and two payment options. For each tier, except its highest one, Ultimate, users can pay on a month-to-month basis (rather than annually), for a slightly higher per-user cost. Paying a higher monthly rate may be a viable option for small businesses that are wary about committing to an annual plan for a CRM; however, in general, it's best to make an informed decision from the start and opt for the money-saving annual payment. You can always take advantage of the Free Edition, which is completely cost- and obligation-free for up to three users, to get a sense of what this CRM can do for your company.
\r\nThe Standard plan, which is the entry-level Zoho CRM subscription, starts at $12 per user, per month. The next step up is the Professional level, which costs just $20 per user, per month and includes valuable features like email integrations, unlimited records, and Google AdWords integration.
\r\nZoho's Enterprise CRM plan is affordable, too, with a starting price of $35 per user, per month. Plus, it includes advanced features like custom modules and buttons and conversational AI, which are typically only available at higher-cost subscription levels.
\r\nThe Ultimate plan is $45 per user, per month. It comes with advanced customer support, enhanced storage, data enrichment and dedicated database clusters.
\r\nZoho CRM is a feature-rich CRM with a surprisingly affordable price tag. This is just a sampling of Zoho's features:
\r\nZoho CRM is a stellar solution that's surprisingly easy to implement, making it an ideal choice for small teams that want a product that works right out of the box. Of course, the more customizations you opt for and the more integrations you need, the longer the implementation process will be, but getting the basics up and running is easy, even if you don't have an in-house tech team. Zoho's online documentation takes new users through the setup process step by step, and while nearly all SaaS products claim to do this, Zoho really delivers when it comes to easy-to-follow guides.
\r\nThe SaaS CRM provider also makes it easy to add extensions and integrations to the primary system through the Zoho Marketplace. Users can search categories like Finance, Sales, Productivity, Telephony and Collaboration to find the best extensions available, or search based on specific product names or industries. Many of the extensions are available at no cost with zero coding required for integration, but some outside third-party integrations require admins to touch the Zoho CRM API. Of course, if it's an absolute necessity, you can enlist customization assistance (for an additional fee) from the Zoho team – just inquire in advance, so you can plan your implementation accordingly.
\r\nOnce the setup process is complete, Zoho CRM offers users an unbelievably easy-to-use product that requires very little training. The user interface is the ideal modern interpretation of a cloud business tool, combining easy-to-interpret menus and familiar dropdown menu layouts with a clean design and visual notifications. Across the top of the screen, users will see familiar options like Home, Feeds, Leads, Accounts, Contacts and so on. Once a user selects an item, filtered options automatically appear on the left side of the screen, making it easy to sort and view only what's needed at the time. Meanwhile, in the upper right corner of the screen, users can keep an eye on notifications, access email without navigating away from other tasks, utilize the search function and more. Zoho CRM also makes it easy for users to do things like create custom email templates and use existing templates, create dashboards that showcase real-time analytics and access the document library.
\r\nAdmins will find Zoho CRM intuitive to use, too. The visual interface makes it easy to create and manage groups with different permissions, even if the admins you choose have never been administrators for a software product before. From documentation and setup to daily use, it's clear that Zoho CRM was built with real small businesses in mind.
\r\nThe drawbacks to adopting Zoho as your CRM may not be negatives to all users, but they are worth noting. Tiered levels of service mean users may have to opt for a more expensive subscription just to get one relevant feature. For example, while the $12 level is enticing at first glance, integration with Google AdWords only kicks in at the $20 tier.
\r\nSome clients have complained about slow connections at times. While your own experience will likely differ, this is worth keeping in mind.
\r\nIn general, there aren't a lot of drawbacks to Zoho CRM as long as you adopt it for the right reasons. Zoho CRM is an alternative to high-cost, implementation-heavy products, so don't expect it to perform exactly like one. As long as Zoho's features meet your needs, it's a safe bet, but if you want a powerhouse of a system, opt for something heavier duty, like Salesforce.
\r\nZoho CRM has a decent online reputation, with four-star reviews on several websites like Capterra and Software Advice. Zoho scored a D-minus with the Better Business Bureau (BBB). It's not an accredited business and scored a 1 out of 5 stars. Keep in mind that the grade from the BBB is a reflection of the entire Zoho corporation and not just Zoho CRM.
\r\nIn our own customer service testing with the company, we initially found it difficult to get a clear understanding of the features included in each plan. When we reached out a second time, we had a better experience. The representative was very patient, knowledgeable, and even set up a time to speak with us further about the program.
\r\nOne area where Zoho shines, however, is with its online documentation. If you're interested in working with Zoho CRM, you can find a wealth of instructions and documentation online about how to accomplish what you want using the software.
\r\nEditor's note: Looking for the right CRM for your business? Fill out the below questionnaire to have our vendor partners contact you about your needs.
\r\n"},"pricing":{"isCapped":false,"isFeatured":false,"primary":true,"selected":"affiliate-widget","widgetId":"10725","widget":{"id":"10725","cta":"Compare Quotes","isExclusive":false},"affiliate":{"cta":"Visit Site","link":"https://businesscom.go2cloud.org/aff_c?offer_id=238&aff_id=1000&source=crm-software&aff_sub4=revenue|QT&aff_sub3=deal|Zoho&url_id=1","name":"QT Program"}},"thumbnail":{"path":"https://staging.business.com/images/rz/5b5a2b4651ee475e428b45ac/zoho.png"}}},{"bullets":["Lead reports ","Drag-and-drop features","Live demo option"],"description":"The CRM industry is made up of many large companies with myriad options for small businesses. CRM companies will often try to be everything to everyone, which results in a deeply complicated number of tools and services that can be very expensive. The benefit is sleek and clean interfaces that are easily usable and have drag-and-drop technology for designing pipelines. Less Annoying CRM prioritizes accessibility and simplicity over intensity and breadth. Its interface may not match some of the services of other big players in the CRM industry, but Less Annoying CRM proves that a simple and straightforward interface doesn't have to sacrifice power. The company only offers one tier of service, and small businesses can sign up for a 30-day free trial to see if it works for them. As a true product for small business, Less Annoying CRM is our best pick for basic contact management.","descriptionTest":"","fullTitle":"Best for Contact Management","isFeaturedBestPick":false,"isJumpLink":true,"tabTitle":"Contact Management","review":{"displayName":"Less Annoying CRM","canonical":"https://staging.business.com/reviews/less-annoying-crm/","id":"e63d5ba511372d544b14a066b059f97b","url":"https://www.lessannoyingcrm.com/","review":{"pros":["Less Annoying CRM integrates with Mailchimp, which allows you to automate your email marketing campaigns.","Less Annoying CRM provides screenshots, demos and tutorials of the program."],"cons":["Less Annoying CRM does not offer as many sophisticated features as some other programs."],"fullReviewTest":"Less Annoying CRM is ideal for small companies because of its direct and compact design that allows you to get up and running in no time. This lightweight program is inexpensive and provides the key components of a quality CRM program. Less Annoying gives you room for unlimited contacts, the ability for different teams to collaborate, lead and pipeline management, and project management opportunities, all for $15 per user per month.
\r\nJanuary 2021: Less Annoying CRM has added a new dedicated help center to its website. The help section is free and accessible to all visitors, even those who have not purchased the CRM program. The \"Getting Started\" section includes videos and articles to guide a customer through initial setup, and other sections are organized into common topics and specific features that build on Less Annoying CRM's already robust tutorial programs.
\r\nLess Annoying CRM offers a 30-day free trial. There are no contracts, so you can cancel your service at any time for no penalty. It only offers one subscription plan, showing you exactly what you'll get from the program for one straightforward price.
\r\nLess Annoying CRM's features include an out-of-the-box functionality tool, which is basically training materials to help you get the software up and running. This is designed to keep setup and implementation time to a minimum so your team can begin using the program right away.
\r\nLess Annoying offers a wide range of integrations with programs that small businesses find valuable, like Mailchimp, Outlook, and Google Calendar and Contacts. You and your team can also directly import information from your Excel sheets into the program without any hassle.
\r\nPart of what makes Less Annoying special is its simple interface. Unlike some CRMs, it is not an intimidating tool, and the home screen is organized in a very transparent way. To add contacts, you only have to type in the information, and then the dropdown creation wizard organizes the rest of the information for you. This gives you more time to focus on following up with leads and other aspects of your business.
\r\nOne of the drawbacks of Less Annoying for some is the same reason others love it. Its simplistic design can seem restricting, and users looking for comprehensive features may feel like Less Annoying CRM doesn't offer enough. Reporting and analytics features are limited, and there are basically no forecasting tools.
\r\nAdditionally, Less Annoying CRM does not have a call center within its program. The program does not offer a drag-and-drop pipeline either, and it's a very DIY program compared to other CRMs.
\r\nHowever, Less Annoying's customer service is top-notch. It is easy to get one of its representatives on the phone, and they are polite and direct. When we spoke with a representative, they explained both the limitations and benefits of the program. They asked several questions to tell whether this program would be a good fit for our business. They were dedicated to helping us understand their services and, in a lot of ways, reflected their CRM. The conversation was very clear and transparent. The company also has a stellar online reputation, scoring an A+ with the Better Business Bureau.
\r\nLess Annoying is a very adaptable program that all users can navigate with ease. An in-depth breakdown of the product is available online, which allows all potential customers to view screenshots, demos and tutorials. The website also includes 15 videos that break down each function. All of this provides a great way to learn about the software before you commit to it.
","fullReview":"As the name implies, Less Annoying CRM is a product that aims to provide an alternative to large and complicated CRM systems. The result is a lightweight user-friendly CRM with just one affordable subscription level ($15 per user, per month), but somewhat limited functionality. This contact relationship management software allows users unlimited contacts, the ability to collaborate with teams, lead and pipeline management, and some project management. Even the tiniest business with no internal tech support can get this system up and running in a matter of hours, but it lacks many integrations larger systems offer, and isn't intended for big businesses.
\r\nView all of our recommendations for CRM software on our best picks page.
\r\nThe CRM industry is dominated by large companies with extensive solutions that seem to meet the needs of any business owner. The sleek and clean interfaces are often drag and drop and require a significant amount of time to learn how to use. This can be ideal for larger businesses, and even some mid-size companies, but for small businesses looking to get up and running quickly on a new CRM platform, the effort can outweigh the benefits.
\r\nLess Annoying CRM fills an important gap in CRM solutions. Instead of creating a massive solution with all the features of an endlessly capable modern CRM system, Less Annoying CRM focuses on being, well, less annoying. It's a small business tool that's actually geared toward small businesses – owners will benefit from getting everything up and running in just a few hours, regardless of past CRM experience. This non-nonsense approach makes Less Annoying CRM a refreshing, simple company in a field of sparkling behemoths. Its pricing structure mirrors its approach to service: The company only offers one tier of services. Small businesses can also benefit from a 30-day free trial to see if it's the right solution for them.
\r\nLess Annoying CRM is ideal for contact management because of its seamless integrations with Excel and its simplicity once you've imported your data into the software. You can move contacts directly from Excel into this software quickly and easily. As a true product for small business and little-to-no learning curve, Less Annoying CRM is our best pick for basic contact management in 2019.
\r\nOf all the CRM solutions we reviewed, Less Annoying CRM has the simplest terms and pricing structure. Once users complete their 30-day free trial, the SaaS is $15 per user, per month. There are no contracts, and additional users can be added at will. Less Annoying CRM's pricing structure pushes its reputation as a simple, effective CRM tool. Most companies in this industry have several tiered plans while others offer free services and then charge when you use certain functionalities. With one subscription plan, Less Annoying CRM is combatting the industry trend to be everything to everyone (and thus nothing to no one). As a service, Less Annoying CRM is great, and its pricing model is simple and no-nonsense.
\r\nLess Annoying CRM has lots to offer small business users. Here are a few key features:
\r\nLess Annoying CRM offers some of the best customer service of any company we reviewed in this industry. Many companies we reviewed route you through live chat features and call waiting bureaus before you interact with someone to get the answers you need. Less Annoying CRM is one of the few companies we reviewed where we were immediately able to speak with someone and ask questions. The representatives we worked with answered all our questions and helped us better understand the services.
\r\nOne of Less Annoying CRM's greatest features is its simplicity. The way the company approaches customer service mirrors this mission – offering help and good service is just a simple fact; there are no hoops this company needs to jump through.
\r\nIn the software, which is intuitive and easy to use, there are training videos embedded for quick and easy reference. Less Annoying CRM also has a good online reputation. It's one of the only companies we reviewed in this industry that scored an A+ with the Better Business Bureau, although the rating agency has yet to accredit the business. The company has no customer reviews on the website, but it doesn't have any complaints either.
\r\nLess Annoying CRM is a relative newcomer to the customer relationship management scene, and as such, it lacks some of the comprehensive features other (higher priced) solutions provide. Reporting and analytics are extremely limited. Forecasting tools are virtually nonexistent compared to the competition; there are also some lead management limitations. Additionally, you can incorporate click-to-call services, but Less Annoying CRM does not have call center dialing capabilities built in. At present, it's unclear if that's on the horizon.
\r\nPart of Less Annoying CRM's draw is that it's a very manual, simple system. Part of that draw means it lacks some aesthetic features that higher-priced CRM systems offer. For example, if you're looking for a system with a drag-and-drop pipeline, Less Annoying CRM doesn't offer this feature. It's still, however, a manual, easy-to-use platform.
\r\nMona Bushnell contributed to the researching, reporting and writing of this article.
\r\nEditor's note: Looking for the right CRM for your business? Fill out the below questionnaire to have our vendor partners contact you about your needs.
"},"pricing":{"isCapped":false,"isFeatured":false,"primary":true,"selected":"affiliate-widget","widgetId":"10725","widget":{"id":"10725","cta":"Compare Quotes","isExclusive":false},"affiliate":{"cta":"Visit Site","link":"https://businesscom.go2cloud.org/aff_c?offer_id=237&aff_id=1000&source=crm-software&aff_sub3=deal|GetApp&aff_sub4=revenue|Network&url_id=1","name":"Genius"}},"thumbnail":{"path":"https://staging.business.com/images/rz/5db753767b43746f2e8b4573/lacrm_logo.png"}}},{"bullets":["Market share leader","24/7 support","Numerous popular integrations"],"description":"With nearly 20% of market share, Salesforce is the name that comes to mind first when you mention customer relationship management solutions. The sheer number of features, third-party integrations and add-on options makes this CRM ideal for large businesses with diverse and evolving needs. Once implementation is complete, Salesforce offers users a beautifully designed product that's speedy, powerful and highly customizable. The software giant is increasingly acquiring smaller companies and regularly rolls out new and improved features, so if you're looking to compete with enterprise-level businesses, Salesforce has you covered.
\r\n\r\nFebruary 2021: As part of its spring 2021 release, Salesforce has added a loyalty management platform to its software. The new loyalty management features are designed for both B2B and B2C businesses. The platform allows you to create loyalty tiers for customers, each with its own benefits.
\r\n\r\nDecember 2020: Salesforce recently acquired Slack in a $27.7 billion megadeal, with plans to integrate the social enterprise messaging software into its tech stack. Slack brings its well-regarded communications functionality to Salesforce and a customizable suite of over 2,000 third-party integrations. According to Salesforce, Slack will be deeply integrated into Salesforce Cloud and will serve as the new interface for Salesforce Customer 360. It is unclear yet how this acquisition may impact pricing for current Slack users.
","descriptionTest":"","fullTitle":"Best Industry Leader for Enterprise","isFeaturedBestPick":false,"isJumpLink":false,"tabTitle":"Enterprise","review":{"displayName":"Salesforce","canonical":"https://staging.business.com/salesforce/","id":"e9d68c11c0e6a22fc66ce3abe784cdea","url":"https://www.salesforce.com/","review":{"pros":["Salesforce product categories can integrate with one another as users need.","Through Salesforce's 24/7 support and configuration services, your team can begin using the CRM quickly with the guidance of technical experts and resources."],"cons":["Users often complain about Salesforce's confusing interface, which can make the software difficult to use initially."],"fullReviewTest":"","fullReview":"Salesforce is the best CRM application for growing businesses because of the sheer number of features, third-party integrations and add-on options it offers. Once implementation is complete, Salesforce offers users a beautifully designed product that's speedy, powerful and highly customizable. All of this and more makes this CRM ideal for businesses with diverse and evolving needs.
\r\n
View all of our recommendations for CRM software on our best picks page.
\r\nSalesforce's cloud CRM comes in four different subscription tiers: Essentials, Professional, Enterprise and Unlimited.
\r\nEssentials is designed for up to five users and costs $25 per user, per month. It offers account, contact, lead, and opportunity management, email integration with Gmail or Outlook, and the Salesforce mobile app.
\r\nProfessional can be used for different team sizes; it starts at $75 per user, per month. It includes all of the Essential features in addition to lead registration, rules-based lead scoring and collaborative forecasting.
\r\nEnterprise has all the Professional plan features and workflow and approval automation functions. It starts at $150 per user, per month.
\r\nThe Unlimited edition offers everything included in the aforementioned plans and 24/7 support and configuration services for $300 per user, per month.
\r\nSalesforce is a massive product with lots of optional add-ons and customizations, so the subscription costs listed here should be considered jumping-off points. It is possible to spend considerably more on this product depending on what you need through useful add-ons like CPQ&Billing, which allow you to quickly configure, price, and quote complex solutions for $75 a month per user. Other add-ons include Pardot, Quip and myTrailhead, all of which are sold separately. There are additional costs if you opt for training or help with implementation help.
\r\nRelative to the other CRM products we reviewed, Salesforce is pricey. Many other SaaS products offer free versions as well as low-cost, entry-level subscriptions that can be used indefinitely. While $25 per user, per month isn't exactly price gouging, it's not a realistic long-term option for most small businesses, since only five users are supported at that level. The next level available jumps to a whopping $75 per user, per month, which is significantly more expensive than the competition.
\r\nUsers will be hard-pressed to find another CRM with as many optional features as Salesforce. Besides offering all the standard CRM, sales, and marketing tools you'd expect, this solution sports beautiful dashboards and high-level reporting and analytics in a customizable package. Here are just a few outstanding Salesforce features:
\r\nSalesforce CRM was built to meet the needs of enterprises and large businesses, but as the SaaS world exploded and small business solutions became more common, Salesforce expanded its scope with streamlined options that were easier and more affordable to get up and running. Today, the CRM giant offers users of every ilk access to powerful business software with plenty of customization options. The pricing scale Salesforce uses makes it easy for growing businesses to build out highly advanced systems, piece-by-piece, as they grow.
\r\nThe sheer scalability of Salesforce makes it an excellent choice for companies that are quickly expanding. The Salesforce AppExchange store is one way in which CRM users can build out customizable systems. Through the store, Salesforce offers third-party integrations for thousands of apps and software products that range from in-house Salesforce add-ons to third-party solutions (both paid and free).
\r\nOther CRM software companies we reviewed have similar online stores for add-ons, but Salesforce's is far more comprehensive. The company also makes it easy to search add-ons based on product name and view industry-specific product bundles. Because Salesforce is such a huge company, the offering of industry-specific add-ons available is expansive, and there's even a separate section for small business specific add-ons, many of which are free.
\r\nDue to the breadth of customization options, the implementation process for Salesforce CRM varies drastically. But once the system is set up, users will quickly see it is worth the effort. Thanks to the intuitive design and overall sophistication of the product, the learning curve isn't steep for non-admin users. Eschewing the trendy while maintaining a modern look, Salesforce CRM keeps the navigation process simple, like it should be. The upper tab-style layout is typical across business and personal software, making it intuitive to grasp, and categories like Home, Contacts, Accounts, Leads, Campaigns and Opportunities bear no explanation.
\r\nFor in-house admins, more training may be required, but Salesforce offers excellent admin controls. Setting up different permissions based on groups or on individual users (some systems only allow for admin settings by group) is simple, as is creating different displays and workflows for various departments/employees. If you have even moderate technical expertise and admin experience, you should have no trouble managing Salesforce day to day, onboarding users or updating permissions.
\r\nFinally, Salesforce offers a major advantage to both organizations that rely heavily on legacy software and those that have unique compliance needs, like those in the healthcare, financial services or communications fields. Salesforce is large and established enough that it already offers compliance solutions and integration services, even for legacy and proprietary systems. When you work with Salesforce, the odds that you'll have a use case the company has never heard of or cannot address are extremely slim.
\r\nPricing options with Salesforce can quickly become complicated, and many users complain about a lack of clarity when it comes to what is included and what costs extra. Users who defect from Salesforce often cite this type of confusion.
\r\nWhile Salesforce is a market leader in terms of its CRM technology, integrations and capabilities, in our experience, it falls short in the customer service department. When we reached out for information about the company's services, we weren't provided with quick feedback.
\r\nWhen we did get in contact with them, they were very helpful and used real-life situations to explain its features and answer our questions about the program. They were very clear and offered several solutions to help further our understanding. Compared to other CRMs we called, their answers could have been more in depth but overall, they gave us a clear understanding of the program.
\r\nIt has a D-minus rating with the Better Business Bureau (BBB) and also isn't an accredited business. It earned a 1 out of 5 stars and closed 34 complaints within the last three last years.
\r\nEditor's note: Looking for the right CRM for your business? Fill out the below questionnaire to have our vendor partners contact you about your needs.
\r\n"},"pricing":{"isCapped":true,"isFeatured":false,"primary":true,"selected":"widget","widgetId":"10725","widget":{"id":"10725","cta":"Compare Quotes","isExclusive":false},"affiliate":{"cta":"Visit Site","link":"https://www.salesforce.com/","name":""}},"thumbnail":{"path":"https://staging.business.com/images/rz/5b5a2a9a92a3a473688b45a4/salesforce.png"}}},{"bullets":["G Suite integration","Variety of email templates","Ideal for sole proprietorships"],"description":"We've named HubSpot the CRM with the best free version due to its all-around functionality and incredible online resources, which make it ideal for tiny businesses and sole proprietorships. Even the free version connects with Gmail, G Suite and most versions of Outlook, making it ideal for email marketing. In our research and side-by-side testing process, HubSpot CRM was consistently competitive with larger and higher-priced CRMs. With a comprehensive free version available online, HubSpot makes it easy for SMBs to try out CRM software risk-free.","descriptionTest":"","fullTitle":"Best Free Version","isFeaturedBestPick":false,"isJumpLink":true,"tabTitle":"Free","review":{"displayName":"HubSpot CRM","canonical":"https://staging.business.com/reviews/hubspot-crm/","id":"609df53088490e72c6e686fc6531ef2b","url":"https://www.hubspot.com/products/crm","review":{"pros":["HubSpot offers training materials for onboarding, certification overviews, courses and an active forum with community user groups.","Users can call a contact directly from the system with the click-to-call feature."],"cons":["Reporting features are a bit restricted compared to other programs."],"fullReviewTest":"HubSpot is our recommendation for the best free CRM software because, although it comes at no cost, it offers everything users need in a quality CRM solution.
\r\nPart of what makes HubSpot such a unique program is its free CRM solutions, which are comprehensive and not restricted in user numbers. You can store up to 1 million contacts in this free program, which is ideal for solopreneurs and tiny businesses looking for quality CRM software without fees.
\r\nHubSpot offers all-around functionality, incredible online resources and robust tools for small businesses. Its reporting dashboard gives you important company insight, and its features for deal tracking and pipeline management also help you and your agents stay on top of your consumer data. This gives your sales team a better and easier user experience.
\r\nThis CRM program is free forever, but if you are interested in upgraded plans, there are four more pricing options: Marketing Hub, Sales Hub, Service Hub and CMS Hub. Based on how many users you have, pricing ranges from $50 to $3,200 a month for these additional services.
\r\nThis CRM offers a variety of free templates that users can choose from to build email campaigns, websites and blogs, making your company's online communication with your clients more uniform. Meanwhile, HubSpot Academy can give your team a better understanding of what the CRM has to offer. It provides documentation and training materials, courses, and an active forum with community user groups to help new users gain a better feel for the program.
\r\nLike many CRMs, HubSpot offers a built-in click-to-call tool. This means that when a client's information has been added to their card, users can call the client directly from the system. They may also record the call if they like, which is automatically logged in the client's timeline. This makes it easier for sales reps to remain up to date on their clients.
\r\nThe implementation and setup is an easy process. HubSpot can sync with Outlook or Gmail, no coding required, so you can seamlessly import all your contact data.
\r\nYou can also filter and view contact cards and communication timelines, and keep track of live notifications. HubSpot offers automatic sales logging, contact and lead management, and customizable sales pipelines.
\r\nHubSpot's customer support team was very helpful to us, even offering to follow up with our team to discuss the program further. Representatives were quick to respond and encouraged us to use the demo to gain a deeper understanding of the service. The representative we worked with was very knowledgeable and patient throughout the conversations.
","fullReview":"In our research and testing process, HubSpot CRM was consistently competitive with other highly recommended customer relationship management solutions. We've named HubSpot the best CRM for very small businesses due to its all-around functionality, incredible online resources, and robust free version, which is ideal for tiny businesses and sole proprietorships. Even the free version connects with Gmail, G Suite and most versions of Outlook, making it ideal for email marketing.
\r\nView all our recommendations for CRM software on our best picks page.
\r\nHubSpot CRM offers additional paid services, like the Marketing Hub and Sales Hub. What's unique about this setup is that HubSpot allows businesses to opt in to those paid services based on specific users, while everyone else on the team uses the completely free version. This ability to combine paid and free subscriptions is ideal for tiny businesses that want to gradually scale products without purchasing more service than necessary.
\r\nWhile quite a few CRMs we reviewed offer a free version of the software, on either a temporary or indefinite basis, most have built-in restrictions that necessitate upgrades over time. HubSpot's free CRM solution is surprisingly comprehensive, though; there's no expiration date or user limit on the free version, and up to 1 million contacts can be stored before any upgrades kick in. This gives HubSpot a huge edge over competitors that place time limits, user limits and low contact caps on free software trials, and it gives solopreneurs and tiny business owners the ability to start building out a CRM without paying a cent.
\r\nThe setup process is ideal for small businesses too. Syncing the customer relationship system with Outlook or Gmail is just a click away (no coding required), and the primary task dashboard is intuitive to navigate, thanks to the clear labels like Contacts, Companies, Deals, Tasks, Sales Tools and Settings. Users can easily filter and view contact cards and communication timelines, keep track of live notifications, make and record calls directly in the system, and utilize helpful templates for building out email campaigns, websites and blogs, and for formatting invoices. Standard features small businesses require from a CRM are present too, like automatic sales logging, contact and lead management, and customizable sales pipelines.
\r\nAll this built-in functionality is impressive, especially since it's all included in the free version of HubSpot CRM, but there are lots of ways to build out the product as well. HubSpot offers all its users access to comprehensive online resources that cover everything from training and implementation to expanding into the paid HubSpot products, like the Marketing Hub and Sales Hub. The SaaS provider even has a learning portal complete with courses and certification information, making it a great fit for DIY-capable small businesses that want to grow a CRM organically over time, without investing a lot of cash before it's necessary.
\r\nHubSpot strikes an excellent balance between offering a lightweight product that's free to use and quick to adopt and providing serious business users with a fully scalable CRM solution.
\r\nHubSpot's completely free CRM service may be robust enough to meet the needs of very small businesses and independent contractors. If you want to expand the system's functionality, you can build out either the Marketing Hub, Sales Hub or both – just pay close attention to how each product is billed. The overall pricing structure for HubSpot can be confusing at times, as your need for certain services will edge you into either the marketing or sales paid plans. This can get expensive, so it's important to stay in contact with your HubSpot representatives throughout the duration of your service.
\r\nThe Marketing Hub has a free level, Starter ($50 a month), Basic ($200 a month), Professional ($800 a month) and Enterprise ($2,400 a month). Each is billed annually, and unlike most CRMs, there are no minimums or maximums for number of users. Billing for the Marketing Hub is based entirely on the level of product and not the size of your team, which is highly unusual.
\r\nThe Sales Hub is billed based on number of users you have, which also determines the level of service you get. Like the Marketing Hub, it has a free option, Starter ($50 per month for one user) and Professional ($400 per month for five users). For additional services for more team members, you must request a price quote.
\r\nHubSpot operates on an a la carte basis, which makes it a great CRM for small businesses and growing startups that want something lightweight and inexpensive with the ability to scale over time. However, the pricing structure is needlessly complicated, which makes it hard to determine affordability. For example, if just one user signs up for the Starter package for both the Marketing and Sales Hub, the cost is a whopping $100 a month, which is extremely expensive for an entry-level CRM subscription. If, on the other hand, a company has a small number of users who require access to paid Marketing or Sales Hub services, and a lot of employees who need access to the system in general (i.e., the free version), HubSpot may be a money-saver.
\r\nA free CRM isn't all HubSpot brings to the table. This SaaS solution offers business users some serious benefits. Here are a few of the most notable features HubSpot CRM delivers.
\r\nWe had good interactions with HubSpot's customer service team. When we initially reached out, they were quick to respond and explained how to view an online demo. This was a transparent and helpful interaction, as other CRM software companies we reviewed weren't this willing to provide demos.
\r\nCompared to other companies, HubSpot also has a solid reputation with the Better Business Bureau. It's an accredited business with an A+ rating. However, it scored 1 out of 5 stars on seven customer reviews and has 17 customer complaints. For a company as big and impactful as HubSpot, this is not concerning, but that's still a low customer score.
\r\nOne of HubSpot's biggest strengths is its online training resources. If you need to learn how to do something in the software, or even just need a refresher on how to use something, HubSpot has drafted an impressive library of online training resources for you to tap into. This level of instruction separates it from other providers. Overall, HubSpot has a strong customer service offering compared to many other companies in this category.
\r\nHubSpot offers great customer service and lots of educational resources that are ideal for self-starter types, but for small businesses that are short on tech talent, the sheer number of options in the pricing structure and vast library of resources may be overwhelming. HubSpot is best for businesses that aren't afraid to dig into resources on their own and connect with the online community.
\r\nHubSpot's confusing pricing structure is also a weak point. Small businesses that intend to move beyond the free CRM and into the paid sphere should do the math on their own first to make sure this CRM will still be a good deal once they upgrade.
\r\nMona Bushnell contributed to the researching, reporting and writing of this article.
\r\nEditor's note: Looking for the right CRM for your business? Fill out the below questionnaire to have our vendor partners contact you about your needs.
"},"pricing":{"isCapped":false,"isFeatured":false,"primary":true,"selected":"widget","widgetId":"10725","widget":{"id":"10725","cta":"Compare Quotes","isExclusive":false},"affiliate":{"cta":"Visit Site","link":"https://www.hubspot.com/products/crm","name":""}},"thumbnail":{"path":"https://staging.business.com/images/rz/5b5a2b9f92a3a4ef7d8b459b/hubspot.png"}}}]},{"__typename":"SectionWidget","id":"get-a-quote","isInToc":false,"type":"widget","title":"Find the Right CRM Service for Your Business","widget":{"widgetId":"10725"}},{"__typename":"SectionOurApproach","id":null,"isInToc":false,"type":"ourapproach","isActive":null,"ourapproach":{"isClonable":false,"servicesConsidered":"65","servicesTested":"25","servicesSelected":"5","linkText":"How we evaluate products and services","linkUrl":"mailto:editor@business.com"}},{"__typename":"SectionContainer","id":"compare-our-best-picks","isInToc":true,"type":"container","title":"Compare Our Best Picks","container":{"isBuyingGuide":false,"html":"| \r\n | Salesforce | \r\nHubSpot | \r\nKeap | \r\nLess Annoying CRM | \r\nZoho CRM | \r\n
| Free trial | \r\n30 days | \r\n14 days | \r\n14 days | \r\n30 days | \r\n15 or 30 days | \r\n
| Maximum number of contacts | \r\nNo limit | \r\nUp to 1 million | \r\n50,000 to over 1 million (no limit) | \r\nNo limit, but under 50,000 recommended | \r\nNo limit | \r\n
| Email features | \r\nAutomated email and meeting tracking | \r\nTemplates for building out email campaigns | \r\nAutomated email options | \r\nAutomated email marketing | \r\nCustom email templates | \r\n
| Starting price | \r\n\r\n$25 a month per user\r\n | \r\nFree | \r\n$79 a month | \r\n$10 a month per user | \r\n$12 a month per user | \r\n
There is a world of CRM pricing options for small businesses to explore. There are free and inexpensive CRMs, which are best for small teams and microbusinesses, and often offer upgrades as needed. There are also heavy-duty CRM platforms that are priced higher and offer more functionality, flexibility and scalability.
\r\nThe amount you spend on a CRM system should be a balancing act between your current needs, your potential future needs and what you can afford. Most cloud-based services list the price per user per month but bill annually, while most native software products have a flat one-time, per-user fee. Some software companies further complicate pricing by offering add-on products and services, storage upgrades, mandatory training and implementation fees, and automatic upgrades. Make sure you fully understand the pricing structure of any CRM product before making your decision, and specifically ask about automatic upgrades, storage limits and user limits.
\r\nHere's our mini guide to give you a sense of the general price range of CRM software:
\r\nIt's good to consider how many members of your team will need to access the CRM. As with most business software and cloud services, the fewer users you need to onboard, the less expensive your service will be, and the easier it will be to make a lighter CRM work for you.
\n"}},{"__typename":"SectionContainer","id":"negotiation-tips","isInToc":true,"type":"container","title":"Negotiation Tips","container":{"isBuyingGuide":false,"html":"\nThe more you know about the type of CRM product you need and what is available to users like you, the easier it will be to find the best deal.
\r\nMost CRM software for small businesses offers structured pricing based on features and number of users, but getting multiple price quotes and asking for discounts is always worth a try for a small business. Larger businesses or those with a prominent public image may be able to negotiate for freebie features, extra customer support or add-ons in exchange for displaying the CRM on the \"products we use\" section of the business's website. In general, though, subscription fees are what they are.
\r\nIf you're deciding between two levels of subscription services that a single CRM company provides, it may be worthwhile to inquire about creating your own custom plan. Again, though, CRM providers may only be willing to do this for large and high-profile clients.
\n"}},{"__typename":"SectionBuyingGuide","id":"benefits","isInToc":true,"type":"buying-guide","title":"Buying Guide","containers":[{"title":"Benefits of CRM Software","html":"\nA major benefit of using CRM software is to gain an understanding of what your customers want from your business. This keeps you from wasting time guessing what their needs are.
\r\nA CRM system gives you the tools to organize all of your customer data in one place. It ensures you have a full picture of your current and potential customers, their needs, and detailed records of what you have discussed with them in the past.
\r\nCRM software is a great way to strengthen those consumer relationships and personalize the way you market to them. It is also a big help to your marketing, sales and customer service teams, letting them organize customer data more efficiently and move through their sales tasks quickly.
\n"},{"title":"Which CRM Features Do You Need?","html":"\nCRMs run the gamut from lightweight services intended for quick and easy customer relationship and lead management to powerhouse systems with integrated e-commerce solutions and advanced analytics.
\r\nWhile many small business owners worry that they'll sign up for a product that doesn't offer enough functionality down the road, these concerns are often overblown. Higher tiers of service and add-on features are nearly always available. Also, while more features and functionality may seem inherently better, too many options within a system can be overwhelming, make the implementation process longer and more complicated, and cost more than necessary.
\r\nIf you already know what you're looking for and why you need it but want to narrow down your options, begin by asking yourself (and your team) these questions:
\r\nWhatever your needs are, list them out in addition to the answers to these questions. Also list any integrations you need (including proprietary legacy software, if applicable), and ask the CRM company how such integrations are achieved before you choose a product. In some CRM systems, for example, integration with an outside solution is as simple as clicking a few boxes; in others, you must use a third-party tool (like Zapier) to click your way through the integration. Some even require hands-on coding to make integrations happen.
\r\nIt's important to understand which key functions a CRM should offer so you can make sure you're getting the most out of the program. These are some of the most important features:
\r\nYou want to use a program that automatically executes actions based on data in the program. For example, when a customer fills out a form, your CRM should automatically send the message to the appropriate sales representative. After the message is received, the CRM should send a notification that the message was received. Workflow automation takes the tiny details and extra work off of your plate and allows your sales tasks to run smoothly.
\r\nReports help you understand the state of your sales and marketing work. Information like the number of leads or sales you get within a certain timeframe or how many outbound calls your team makes can help you improve your processes. Moreover, it allows you to make more informed decisions about your company.
\r\nUnderstanding your customer is a big part of your business's success, and customer data management features help you organize that information in a clear way. Well-organized, easily accessible data on current and potential customers will help you build better relationships, which ultimately has a positive effect on your business.
\r\nWhen a program is customizable, you can pick the features you want in your package and arrange your dashboard, reports, extensions and plugins to your liking. This creates a more flexible, comfortable user experience for you and your team.
\r\nThird-party integrations connect your CRM software to other programs you use, which saves you the time of switching between apps and manually inputting data you've already stored in other software.
\r\nThe best way to determine the features you require in a CRM is to list what you want to be able to do with it. Technology should never be adopted simply because it's current or common, but because it solves a specific problem. If you cannot outline in detail what you want to do with your future CRM system, and why you want to adopt one in the first place, you may not be ready to implement it.
\r\nBy outlining your needs ahead of time, you stand a much better chance of getting a product that does what you need without overpaying for features you'll never use. You can always upgrade – a company will never refuse to sell you more features in the future, so address your most pressing needs first and go from there. Keep in mind that when you're not a customer yet, nearly everyone you talk to is a sales rep, so treat their advice accordingly.
\n"},{"title":"CRM Software Comparisons","html":"\nIn our quest to find the best CRM software available, we tested full-featured solutions and lightweight cloud products side by side so you can decide what's best for your business. There are advantages and disadvantages to either type of CRM software. As with any business software, the more features and functionality a product has, the more in-depth the implementation process is. Additionally, highly customizable systems often require more knowledge to set up than out-of-the-box solutions, which are designed for small, less tech-intensive teams. However, while lightweight systems are easier and cheaper to implement, businesses that are expanding may outgrow such systems quickly.
\r\nOnce we assessed the most desirable features CRMs offer small business owners, we compiled a list of more than 65 established CRM software companies. In the first elimination round, we compared factors like pricing, CRM tools, small business focus, customer service and customer satisfaction to establish the 25 strongest contenders from the initial list.
\r\nNext, we vetted our top 25 CRM companies against each other to select the ultimate winners. We created a numeric score based on features available (assessing four different categories of features in all) and also noted qualitative differences in areas like standout features, training and implementation resources, ease of use, speed of setup, design, cost of additional features, selection and ease of integrations, tiers of service available, and level of technical skill required for high-level use.
\r\n\n"},{"title":"Customer Relationship Management (CRM) Software FAQs","html":"\n
Ideally, implementing a CRM should be fast, but several factors may prolong the process, like how well your team adapts to the program, how much you want it to integrate with other programs you use, and how much data you need to transfer into the software. Depending on the system, implementation can take anywhere from six weeks to four months, and training can take up to two weeks.
\r\nWith marketing automation, users can schedule and manage marketing campaigns, like email campaigns and business-to-consumer interaction. A CRM platform is more of a database and contains information on your customers, like how long they've been working with your company, their purchase records, phone conversations, and records of their email correspondence with your sales or customer service representatives.
\r\nAny tech solution or program that assists businesses with their client management and communication is considered a CRM. Leaders in the CRM software industry include Salesforce, Zoho, HubSpot and SugarCRM.
\r\nIncorporating CRM software into your business is vital to your company's consumer relationships. It allows you to personalize the way you market to your clients, it tracks communications with your clients, and it provides tools to organize the data efficiently. Building customer connections is key to the growth of your business, so it's important to have a system in place to develop and manage those relationships.
\r\nA CRM helps your sales and consumer service team enter contact information about your customers and track their interactions with your business. Additionally, it can help your team manage marketing campaigns and find sales opportunities.
\r\nIn a CRM system, the information from customers includes phone numbers and addresses. Some systems record phone conversations, allow for discussion notes and track follow-up appointments. A CRM also provides marketing, sales and customer service information, like targeted marketing campaigns and customer insights.
\r\nWhen a lead is assigned to your sales team, research the person or business to assess whether they're a worthy sales prospect. This is how you should prioritize your leads. Then, if the lead is a business, find the person within it who will make the final decisions about buying your product. Schedule a meeting with the appropriate individual and discuss what your prospect is looking for to see if you can fill a need for them.
\r\nThe CRM implementation process happens when the platform you choose is ready to install. The process includes setting up the software with your company's preferences and transferring the information you may have in a different CRM solution. Additionally, you want to make sure the CRM integrates properly with any other programs it will interact with, such as your email marketing service, social media networks, online calendars, business phone system and customer success software.
\r\nThe final stage of the implementation process is properly training all of your employees in how the CRM platform works. If the actual users don't understand all the ins and outs of the software, the CRM will never show its true worth. It is critical to spend the necessary time getting every one of your staff who will be using the platform up to speed on how it works.
\r\nAfter the CRM has been up and running for a few weeks, you should revisit how it is operating to make sure it is meeting all of your needs and your employees are comfortable with it, and then address any trouble spots.
\r\nMake sure your CRM is storing all of the key data points on your customers. This will allow you to tailor all your interactions to their specific needs. Customers want to feel special; they don't want the companies they work with to treat them as just another sale. A CRM allows you to make sure you remember previous conversations, have all of the relevant contact information, and know where each customer is in the sales funnel. This means that the next time you connect with a customer, you can focus on the next steps without revisiting information that has already been explained.
\r\nAdditionally, you can set your CRM to remind you when it is time to connect with a potential customer. For example, if you tell a contact you are going to call them in three weeks, instead of just adding it to your calendar, you can have your CRM send you reminders that you need to reach out to them.
\r\nNo, Google Analytics is not a CRM; it is a web analytics tool that helps businesses assess the effectiveness and reach of your company's marketing. It provides data associated with consumers' online activity and interaction with your brand, product or service. A CRM can use the information gathered from Google Analytics, though, to assist your company's marketing efforts to consumers.
\r\nThere are five kinds of customer relationship management software. Here are the differences that separate each type of CRM:
\r\n\n"},{"title":"State of the Industry","html":"\n
In the last two decades, it's become harder to answer the question \"what is CRM software?\" It's grown from a glorified digital contacts repository to a powerful tool that businesses of all sizes can use to manage goals and tasks interdepartmentally. By aligning sales, marketing and inventory assets, CRM makes it easier for businesses to grow strategically and sustainably.
\r\nThe proliferation of user-friendly and cloud-based CRMs has led to the adoption of CRM across many industries and increased innovation among competing software companies. Today, the landscape is dominated by feature-rich, easy-to-use CRMs that offer scheduling features, streamline the email marketing process and offer visual data reports. For small business users, the priority is often ease of implementation, and companies have picked up on that. Easy-to-use systems for small businesses without extensive in-house tech expertise have become the holy grail for SaaS providers, CRMs being no exception.
\r\nIncreased demand for such solutions has led to industrywide growth. IBM reported in its corporate blog that, as of 2017, CRM was a $36 billion industry, with Adobe (27%), Salesforce (21%) and Microsoft (20%) leading the market share, and that 87% of all CRM systems marketwide live in the cloud. The trend of moving from natively hosted software to cloud systems is evidence of the changing tide in business software, away from strictly enterprise-level systems and toward customizable solutions that businesses of all sizes can use.
\n"},{"title":"Community Expert Insight","html":"\nThe right CRM can have a great impact on your business. Sanket Abhay Desai, digital marketing consultant for ItsOnlineMarketing.com, found HubSpot very beneficial. It improved his customer conversions by 7% and is the CRM of his choice.
\r\n\"Its marketing module makes marketing automation very seamless,\" he said. \"HubSpot's marketing component called Workflow helps structure drip campaigns and follow-ups very easily. Testing different landing page templates and CTAs within Workflow is also very easy and intuitive.\"
\r\nRameez Ghayas, digital marketer at PureVPN, also thinks the best CRM programs are straightforward and agile, easily allowing users to focus on their customer relationships instead of data entry. When Ghayas was seeking a quality CRM, he considered how fast and easy setup was, ease of use, level of maintenance required for the program to remain up to date, seamless integration, and customer intelligence features to show you which leads are hot. It is for these reasons that he currently uses automated sales CRM Salesflare.
\r\n\"You won't have to manually input data anymore, as Salesflare integrates with your email, calendar, phone, social, web, company databases, etc.,\" Ghayas said. \"It's a sales CRM that fully automates customer info and timelines.\"
\r\nStephanie Riel, marketing automation consultant for RielDeal Marketing, uses HubSpot for similar reasons.
\r\n\"I like that there are a plethora of free tools and resources, including contact management, tasks and activities, reporting, and more basic tools,\" she said. \"Their interface is also very user-friendly for those without much previous CRM experience. It is a great introduction to CRM for small business owners that scales at a moderate price point for the functionality.\"
\r\nRiel said HubSpot's real-time support is also amazing. \"Their team is accessible and helpful as you're using the system.\"
\r\nBefore she chose a CRM, Riel tested out Salesforce as well and found the interface difficult to navigate and confusing. She said she also had trouble receiving help from its support tools.
\n"}]},{"__typename":"SectionContainer","id":"methodology","isInToc":true,"type":"container","title":"Our Methodology","container":{"isBuyingGuide":false,"html":"\nOnce we assessed the most desirable features CRMs offer small business owners, we compiled a list of more than 30 established CRM software companies. In the first elimination round, we compared factors like pricing, CRM tools, small business focus, customer service and customer satisfaction to establish the 10 strongest contenders from the initial list.
\r\nNext, we vetted our top 10 CRM companies against each other to select the ultimate winners. We created a numeric score based on features available (assessing nine different categories of features in all) and also noted qualitative differences in areas like standout features, training and implementation resources, ease of use, speed of setup, design, cost of additional features, selection and ease of integrations, tiers of service available, and level of technical skill required for high-level use.
\r\n\r\n
According to the CRM giant itself, Salesforce, the future of CRM software will involve further aligning sales, marketing and operations around common goals informed by advanced analytics. Many CRM systems will begin to focus on improving the customer experience as much as the internal employee experience, which has historically been the focus of such software. CRM programs will be more streamlined and include more integrations as well.
\r\nMore artificial intelligence and machine learning features, like chatbots and automated responses, will eventually become the norm, but such features are likely to spread through the upper echelon of CRMs before trickling down to the less expensive options. Use of AI in CRM is expected to grow by over 250% within the next two years. This will reduce the need for manual data entry and therefore human error.
\r\nMona Bushnell contributed to the researching, reporting and writing in business.com's review of CRM software.
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