Best CRM Software for Your Business

CRM Software Usage by Industry

The services industry is the largest user of business CRM systems in India (32%), followed by IT and manufacturing sharing 13% each. Also, 10% of the financial industry has invested in CRM tools.

Things To Know Before Choosing a CRM Tool

CRM software is a substantial investment, and if chosen and implemented correctly, it can go a long way in streamlining your operations and enhancing business performance and revenue.

Here are a few things to consider when choosing a CRM:

1. Multi-Platform Accessibility

   With remote working being the new normal, you'd want to ensure that your small business CRM software in India is accessible on multiple devices and platforms. In addition, your team should be able to work on the software regardless of where they are or the devices they're using.

   CRM Software is available in two types:

   Cloud-Based: This cloud-based CRM tool is hosted on third-party servers and can be accessed on any device with an internet connection.

   On-Premise: On-premise CRM software is installed on the local company servers and thus, can be accessed only on devices registered on those servers.

   Cloud-based most popular CRM solutions offer greater accessibility and thus, are ideal for organizations that want to access the system across devices.

2. Ease of Use

   Ensure that the solution you choose is easy to learn and use. Your sales reps should be able to get acquainted with all the essential features in a few days. But if the software is complex and challenging to use, CRM software can have the opposite effect. You'll have to spend a lot of time, money, and resources on training all the employees, which will negate the benefits of implementing CRM software.

   However, please note that providing training remains vital despite how simple the software is.

3. Customization

   Every business is different, and so are its sales, marketing, and customer service requirements. As a result, the system that works for one company may not work for someone else. Therefore, it's essential to pick a solution that comes with seamless customization capabilities.

   You should be able to customize everything, including the dashboard, look and feel, database, etc. The online CRM software should allow you to add and remove users, specify roles, and drive value specific to your business.

4. Integration Capabilities

   Determine your integration requirements and pick a CRM tool accordingly. Most customer relationship management systems support basic integrations with other sales and marketing tools. The more integrations a solution offers, the better it is. For starters, CRM software should seamlessly integrate with other enterprise solutions, like ERP, email marketing software, social media marketing software, and the like.

5. Reporting and Analytical Capabilities

   Customer management software will go a long way in streamlining sales, marketing, and customer support decisions. It is, therefore, crucial to find a CRM system with robust sales reporting and analytics capabilities. The software should store, collect, and analyze data to make insightful reports that facilitate informed decision-making.

   Most CRM tools can have data visualization capabilities. The system automatically analyzes data and converts CRM software into visual reports, such as graphs, charts, etc. Also, if it comes with business intelligence features, it can help you make even better, data-backed decisions.

6. Customer Support

   Finding a CRM tool with good customer support is a no-brainer. That's because, when using the software, you might run into various issues. A system with good customer support can help you overcome this hurdle. You can reach out to support agents and get your queries resolved in real-time.

   Most vendors have live chat software and help desk software where you can get your queries answered in real time. Some vendors offer phone support, while others only adhere to support tickets and email support. You should also look for a system that provides 24/7 support so no issue disrupts your services.

7. Cost

   Cost is one of the crucial factors when choosing an ideal customer relationship management system. One should be aware of avoiding mistakes while choosing CRM software. The cost can vary based on the mode of deployment, features, functionalities, customization, and more. Also, when you choose a cloud-based CRM, you'll have to pay a monthly subscription fee, which can add up in the long run if you haven't considered it beforehand.

CRM Implementation Step-by-Step Guide

CRM implementation is deploying software to centralize communications with your customers. However, you need to follow the right steps to implement CRM successfully. Here's how you can do that.

1. Define Your Strategy

   Define what challenges and issues you are hoping to overcome with CRM software. Here are some common CRM marketing implementation goals:

   Your goals will help you determine the key features you'll need in your CRM. Also, ensure that the building custom CRM is flexible and scalable to support your growth.

   • Increase team collaboration

   • A better understanding of your current and potential customers

   • Higher productivity and efficiency

   • The ability to provide a better customer experience

   • Improve customer retention

2. Create a Team for CRM Implementation

   • Define the list of tasks at each stage of the transition

   • Define customizations and integrations

   • Help employees understand the system 

   • Monitor everything is going as planned

   • Define the timeline for key CRM implementation activities

   The next step is to build a team to monitor and manage the CRM integration process. You'll need a project manager, someone with a good understanding of your business process so that they can customize the system according to your company's objectives. They will also be responsible for training your employees to use the CRM marketing integration effectively.

   Here are the key objectives of the CRM manager:

3. Data Cleansing and Migration

   Implementing a CRM system won't be effective if your data and processes are outdated. Therefore, it is important to clean your data before migrating it to the CRM. Also, make sure to take a backup of the data, just in case anything goes wrong during the implementation process.

   Once you've cleansed your data, it's time to migrate it. It would take less than a day to migrate all your data to the CRM tool. First, however, make sure it happens in the right way. For instance, ensure the phone numbers are in the correct format. You can begin with importing small chunks of data and optimize your process accordingly.

4. Test the CRM

   Now that you have implemented the CRM system and migrated all your data, it's time to test the system. Check if all the functionalities and customizations are according to your requirements. Also, look for any discrepancies or areas you want to customize further. This is also the time when you'd allow your employees to use the system so they grasp a better understanding of it and identify loopholes.

What are the Types of CRM Software?

There are 4 primary CRM types, namely collaborative, operational, analytical, and strategic systems. While all the benefits apply on some level to just about any CRM system, they vary in terms of features and focus. 

1. Operational CRM

   Operational CRMs are the most common types of customer management software. They come with marketing, sales, and service automation capabilities. These solutions allow you to structure information about your contacts and better support current and future customers.

   These are known as the best operational CRM solutions software because they enhance the operational efficiency of your sales, marketing, and customer service departments. Furthermore, they integrate all the operations to unify the entire customer journey, from lead generation to repeat purchases.

   Salesforce and Hubspot are some of the most popular operational customer management systems.

2. Collaborative CRM Systems

   Collaborative CRMs, as the name suggests, enable collaboration between different teams and departments in an organization. While operational CRM systems provide an equal balance between sales, marketing, and customer service, collaborative CRM tools are more focused on customer service.

   If you're an organization that wants to streamline its customer support efforts, a collaborative CRM system can be an ideal pick. CRM software allows marketing and customer support teams to come together and address customer queries, providing them with a superior experience.

   Pipedrive and Copper are some of the best collaborative CRM solutions software in the market.

3. Analytical CRM

   Analytical CRM systems are ideal for you if you want to collect and leverage in-depth customer insights to make informed decisions. These solutions let you collect in-depth customer data to form a deep understanding of their behavior and preferences. Hence, you can make better marketing and customer service decisions to ensure that your efforts align with your customer's requirements. 

   Is your website getting enough traffic but not generating leads? Are you generating enough leads but no sales? Are your potential customers not taking action? An analytical CRM system can help you answer these questions.

   Salesforce Analytics Cloud and Zoho Analytics are some of the best analytical customer relationship management tools.

4. Strategic CRM Application

   If you aim to build long-lasting relationships with your customers, a strategic customer relationship management system can help. It is a customer-centric solution that allows you to boost your business. Although it shares the majority of features with a collaborative system, it enables you to gather meaningful insights and make informed decisions. However, they can be customized as per your requirements and how you interact with your customers.

What are the Features of CRM Software?

Modern business CRM systems offer many features, all of which aim to make customer management easier for you. However, among all the features, you should look for these eight features before making a final decision.

1. Flexibility and Customization

   The business need for CRM application is one of the most vital customer management systems for businesses. Therefore, ensuring that it aligns with your business's objectives is essential. The best way to do that is by choosing a CRM solution that is highly customizable. On the other hand, flexibility allows you to access the CRM from anywhere using any device.

2. Contact Management

   Also known as a contact management system, it gives you a 360-degree view of your customers, including their purchase history, interactions, and service issues (if any). It should also help you track the performance of your sales and customer service teams in one central location.

3. Task Management

   Task management lets you assign tasks to each employee and set deadlines. You can keep track of their progress and ensure each task is completed on time. This ensures your team is productive and effective at all times.

4. Campaign Management

   It allows you to manage and track online marketing campaigns and understand how successful they are. You can segment your customers and then leverage automation to trigger campaigns based on numerous triggers.

5. Social Media Management

   With the advent of social media, businesses have become more important than ever to leverage those platforms. Social CRM software enables you to integrate your social channels to engage with customers, gain necessary marketing insights, and provide better customer service.

6. Reporting and Analytics

   You cannot optimize your business plans unless you know what strategies work and what don't. Therefore, a business CRM system with robust reporting capabilities is crucial. It should allow you to build custom reports and have a perfect overview of your company's performance.

   You should also be able to view reports as summaries, tables, and other visual charts for easy understanding. The popular CRM tools must also allow you to share these reports with anyone in your organization.

7. Lead Management

   Lead management refers to how leads are analyzed, qualified, and nurtured to convert them. Your customer management software should enable you to automate the lead management process and provide intelligent recommendations.

8. Mobile CRM Application

   Mobile CRM software enables you to access the tool using your mobile device, equipping you with vital, real-time information when necessary. Mobile CRMs also allow you to connect with customers, schedule appointments faster, and log customer interactions without being in the office.

9. Cloud / On-Demand (SaaS)

   Customer relationship management software now uses the cloud-hosted delivery method vis-à-vis the traditional "on-premise installation." SaaS technology allows hosted delivery or cloud computing services and lets businesses gain rented "anytime, anywhere" access to their most popular CRM systems.

   Most business leaders are going for cloud computing, and the shift in CRM management has been organic. The prime benefit of the SaaS model is that CRM software charges the business based on other than this benefit, CRM software is faster implementations with contract lock-ins and improved uptime. 24/7 support and increased return on investment.

What are the Benefits of CRM Software?

CRM tools function as a centralized database, stockpiling all relevant information regarding your customers. These insights help you better understand your customers and offer a better service.

Some of the most significant advantages of popular CRM solutions are.

1. Store Information

   A well-structured CRM software contains information from different quarters of your business. For example, cloud-based CRM systems gather real-time data from various departments, like marketing, billing, sales, etc. These are further categorized to enhance the operational efficiency of the users.

2. Analyze Customer Behavior

   Customer relationship management software helps you analyze customer behavior and study sales trends and purchasing habits. It also provides you with sentiment analysis, automated ticketing, and user behavior tracking to help you increase customer retention.

3. Higher Productivity and Efficiency

   Customer relationship management tools let you automate numerous tasks, such as running drip campaigns, lead follow-up, assigning leads to sales reps, and more. This frees up your employees' time, enabling them to focus on tasks that require human interaction, like creating personalized content. Additionally, CRM for small businesses ensures no tasks are missed by sending reminder notifications to relevant people, thereby improving efficiency.

4. Better Customer Service

   The primary aim of CRM software is to improve business-customer relationships. The customer management system equips you with all the necessary information about your customers (demographics, purchase history, interactions across channels, and more). This ensures your support agents have all they need to know to address the customers' issues and provide a better experience to every individual. 

5. Sales Forecasting

   In order to succeed, Business able to review their employee's past performance and create strategies to improve accordingly. The automated sales reports in business CRM software help you analyze your past campaigns' performance and identify key trends, enabling you to adjust your strategies to meet your sales objectives.

CRM Software Trends for 2022

CRM is an ever-changing industry. With the advent of intelligent and more integrated CRM software, the future of AI CRM looks even brighter. Here are the top six CRM trends you should keep in mind in 2022 and beyond.

1. Business Intelligence

   According to Finances Online, the global business intelligence market is predicted to reach $33.3 billion by 2025, up from $23.1 billion in 2020, growing at a CAGR of 7.6%. BI in CRM software helps businesses better analyze the data to make smarter decisions, understand the importance of customer relationships, and boost their team's performance. It also enables you to unveil various trends around marketing, including customer personas, buying behavior, and industry influence.

   You can use these insights to craft multi-channel marketing campaigns that boost customer engagement, support upsell/cross-sell, and improve customer retention.

2. Cloud-based CRM Application

   It shouldn't be a surprise that businesses opt for cloud-based CRM software more than on-premise systems. Even most CRMs for small businesses are now cloud-based. Apart from affordable pricing, these solutions are flexible, require no maintenance (from the company), and offer better integration options. In addition to real-time analytics, regular feedback, and improved flexibility, cloud-based customer relationship management tools are more efficient than traditional CRM systems.

3. Hundreds of Integration Options

   Integrating all your departments and tools can make it easier for you to manage your business processes. That's precisely what modern CRM software does. They allow you to integrate all your systems (e.g., email marketing, accounting, helpdesk, etc.), making your business workflows smoother and seamless.

4. Predictive Analytics

   Modern popular CRM tools are coupled with predictive analytics, offering businesses new insights into improving their selling strategies. It analyzes information from the entire customer lifecycle to predict how they might behave and how you can engage with them in new ways.

5. Self-Service via CRM

   We've discussed how business CRM systems help personalize the customer experience. One way to do that is by offering what they're expecting. And they're expecting self-service channels. According to Gartner, 74% say offering self-service channels is important.

   Customer self-service capabilities of the CRM tools allow customers to perform various standard tasks, such as paying bills, getting solutions to common queries, etc. It also reduces the load on your support team, a win-win situation.

6. Content Strategy Powered By Insights from CRM

   Since customer relationship management systems contain in-depth, valuable information about your customers (calls, chats, phones, and purchases), using them to define your content strategy makes sense. In addition, it will help you create content that directly addresses your customers' pain points.

   We can expect more and more businesses to leverage their CRM data to create personalized emails, landing pages, and blogs that meet their target audience's expectations. This, in turn, can increase the probability of lead generation and potential sales.

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