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Customer relationship management software built for small business Learn more about Thryv
Meet Thryv, the customer relationship management (CRM) software built for small business. Thryvs CRM gives you in-depth insights into customer data and detailed customer profiles that include contact info, appointment history, unique preferences, and personal notes. Use this information to send targeted text and email communications that keep them coming back again and again. Learn more about Thryv

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
TigerLRM is an all-in-one Sales Enablement Software with tools for Content Management, Training & Coaching, In-Built CRM, and more. Learn more about TigerLRM
TigerLRM is an All-in-One Sales Enablement Software with essential tools such as Content Management, Training & Coaching, In-Built CRM, and more! Bring out the Tiger in your sales team with a highly intuitive, easy-to-use suite of Sales Enablement and CRM tools that help sales professionals focus on hunting and closing leads. TigerLRM comes fully equipped with built-in features and tools that cut down on sales guesswork and presumptions. Learn more about TigerLRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Drive growth with Sales Cloud 360, the best-in-class sales solution that drives rep productivity on the world's #1 CRM platform. Learn more about Salesforce Sales Cloud
Drive growth with Sales Cloud 360, the best-in-class sales solution that has helped power the world's best sales teams on the world's #1 CRM platform. Firms of all sizes, industries, and geographies, realize value faster with Sales Cloud 360. Increase rep productivity with data driven selling by quickly deploying industry-specific apps and best practice processes. You also get access to 150,000+ sales organizations and a 2 million user-strong community that are passionate about sales growth. Learn more about Salesforce Sales Cloud

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Zoho CRM empowers SMBs & enterprises with a 360º customer relationship lifecycle management solution built on an omnichannel platform. Learn more about Zoho CRM
Zoho CRM empowers SMBs & enterprises with a 360º customer relationship lifecycle management solution. Key features include contact management, sales funnels, pipeline management, workflow automation, AI-powered conversational assistant, task management, managing marketing campaigns, sales forecasting, customer support & service, inventory management, reporting & analytics, and seamlessly integrate with 500+ popular business apps in a single business system. Learn more about Zoho CRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Kommo is the world's first messaging-powered CRM. It features sales pipeline, lead tracking, multichannel communication and more. Learn more about Kommo
Kommo is the world's first messaging-powered CRM. Multi-channel communication lets you converse through messengers, emails and calls from a single app. Now every interaction with your customers can be a personalized one-on-one dialogue. Plus managers love our powerful analytics, reporting and automation tools.It's the perfect messenger-based sales solution for entrepreneurs and SMBs. Learn more about Kommo

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
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Maximizer isn't just another CRM. We provide businesses with the tools to enrich customer relationships and boost their bottom line. Learn more about Maximizer CRM
Maximizer is a sales-focused CRM solution loaded with features, perfect for organizations of any size. Trusted for over 30 years by over 1 million users and over 120,000 companies, you'll never miss another follow-up with top-rated tools for contact management, lead management, customer service, business analytics, mobile app, and several integrations. Maximizer is the only CRM offering both a Cloud and a self-hosted, On-Premise option. Find out for yourself just how easy Maximizer is to use! Learn more about Maximizer CRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
HubSpot CRM has everything you need to organize, track, and build better relationships with leads and customers. Learn more about HubSpot CRM
Whether you've got a small team of five or a sophisticated sales force of 500, HubSpot offers pricing and packaging options that grow with you. HubSpot customer relationship management (CRM) software is built for companies that want to spend less time logging data. It keeps all your contacts in one centralized, customizable database. And you can see everything about a lead in one place -- no more digging through inboxes to find information. Start using the free HubSpot CRM today. Learn more about HubSpot CRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
monday sales CRM empowers sales teams to manage every aspect of their sales cycle and customer data in one centralized place. Learn more about monday sales CRM
Perfect for small-medium businesses, monday sales CRM is a no-code fully-customizable CRM built on top of monday.com Work OS. Dubbed the CRM without the frustration, it handles all sales processes and client communication in one place. From capturing leads, managing contact info, tracking deals or collaborating across departments, monday sales CRM lets you manage it all. You can use built-in automations or easily create your own to streamline any manual work so you can focus more time on sales. Learn more about monday sales CRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Pipeliner CRM drives exceptional user engagement through its sales-friendly interface resulting in high adoption rates and faster ROI. Learn more about Pipeliner CRM
Pipeliner has revolutionized CRM with our unique visual interface, no-code workflow automation engine, and instant, dynamic insights and reporting. There is no other CRM that provides both salespeople and sales management with so many ways of displaying and analyzing sales data while also delivering intelligent, system-generated insights. Plus, thanks to our automation engine and ease of integration with other systems (such as email, ERP, Marketing), Pipeliner eliminates many manual tasks. Learn more about Pipeliner CRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
NetSuite CRM+ delivers your business with powerful front-office capabilities in a single, cloud-based CRM solution. Learn more about NetSuite CRM
NetSuites CRM+ is a complete, front-office solution that unlocks a real-time, 360-degree view of your customers. CRM+ seamlessly integrates your customer-focused activities with accounting, e-commerce , warehousing and shipping applications to support your entire sales process and customer life cycle starting from a lead, and progressing through opportunity, sales order, fulfillment, renewal, upsell, cross-sell and support. Learn more about NetSuite CRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Easy-to-use, affordable, small business contact manager to track contacts, schedule follow-ups, and manage workflows. Learn more about Less Annoying CRM
BEST FOR 1-20 USER ACCOUNTS - Less Annoying CRM is a simple customer relationship manager built from the ground up for small businesses. Manage your contacts, leads, notes, calendar, to-do's and more, all from one simple web app. Our product is founded on three core principles: simplicity, affordability, and outstanding customer service. All users get an unlimited free 30-day trial to exhaustively test every aspect of the CRM, and customer service is always free by phone and email. Learn more about Less Annoying CRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Pipedrive is an easy to implement CRM software tool that helps you focus on the activities that drive deals to close. Learn more about Pipedrive
Pipedrive is a sales-focused customer relationship management tool that teams of all sizes love using. With 100'000+ paying customers spanning across 179 countries, sales teams are drawn in by our CRMs simple yet powerful design that prioritizes usability above all else. When using Pipedrive, nothing falls through the cracks, allowing your team to spend less time filing and more time selling with a CRM software that is both agile and powerful. Learn more about Pipedrive

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Freshsales is packed with features and a highly intuitive UI so that you don't have to juggle multiple tools to run your business. Learn more about Freshsales
Freshsales is a full-fledged sales force automation solution for sales teams. It provides everything a salesperson needs to— attract quality leads, engage in contextual conversations, drive deals with AI-powered insights, and nurture customer relationships. With built-in email, phone, chat, and telephony, Freshsales empowers sales teams with more time for selling by automating the sales process and increases efficiency and productivity in their daily activities. Learn more about Freshsales

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Copper is the easy-to-use CRM that's designed for and recommended by Google. Want to be more organized and productive? Try it now. Learn more about Copper
Copper is the easy-to-use CRM for businesses on Google Workspace looking to manage more sales leads & grow customer relationships but don't have time for data entry, repetitive admin tasks, or complicated tools. Copper integrates with Gmail and other Google Apps, so it logs all your emails and other interactions to the right contact for you. You can also see your sales and relationship essentials from email threads, to past interactions, to tasks... all in one place. Learn more about Copper

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Every CRM tool you need to manage clients, proposals, contracts, invoices, payments, and more. Use code "ONLY1" to start for $1/mo. Learn more about HoneyBook
The go-to CRM for independent professionals—that's HoneyBook. HoneyBook makes it easy to book more clients, manage projects, and get paid all in one place. With proposals, invoices, contracts, payments, and scheduling at your fingertips, you have everything you need to give clients a great experience. Get your first 6 months for just $1/mo with code "ONLY1". Learn more about HoneyBook

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
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Made in Canada, CentrixONE is the best CRM for SMEs. Simple. Affordable. Perfect to optimize your sales processes and your revenues. Learn more about CentrixOne
CentrixONE is the all in one CRM Made in Canada. CRM applications that are simple, intuitive and affordable, designed specifically for small and medium-sized businesses. Made to optimize sales processes and revenues in a user friendly environment. We help grow sales in 3 steps : centralize, manage and automate. Get started for free now. Learn more about CentrixOne

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Bigin helps small businesses move away from spreadsheets and get started with a CRM solution that is truly built for their needs. Learn more about Bigin by Zoho CRM
We built a dedicated CRM for small businesses to help bridge the gap between lost leads and messy spreadsheets. With the sheer motive to be simple, Bigin is packed with just the right features, with a user-friendly interface, at a pocket friendly price to fit your small business like a glove! Bigin brings you everything you need—multiple pipelines, built-in telephony, workflow, a bunch of seamless integrations and a lot more, just to ensure you manage your customer relationships with ease. Learn more about Bigin by Zoho CRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Blacksmith Sales Enablement CRM allows foodservice sales & marketing teams to efficiently manage and share data from one spot. Learn more about Blacksmith Sales Enablement
Blacksmith sales enablement software helps food & beverage manufacturers and their broker sales teams sell more. Get powerful sales process automation to help you organize data. You can better navigate your sales cycle with an integrated go-to-market platform that provides: product management, customer management / CRM, opportunity and sales call management, trade, sales insights, and data analytics. https://info.blacksmithapplications.com/fse-capterra Learn more about Blacksmith Sales Enablement

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Intuitive. Customizable. Powerful. Claritysoft CRM is designed to be easy to use without sacrificing power and functionality. Learn more about Claritysoft CRM
Claritysoft CRM's unique blend of simplicity, utility, and flexibility delivers powerful marketing automation, sales automation, customer service tools and much more in an intuitive, completely customizable interface. Claritysoft was designed with considerable focus on usability, and built to enhance the user experience and maximize user adoption. Claritysoft CRM gives you enterprise power and functionality at a fraction of the cost. Learn more about Claritysoft CRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Scoro is the most comprehensive CRM & work management solution for professional and creative services. Learn more about Scoro
Your simple CRM tool isn't enough anymore? Want to have a full overview of your business? Scoro is a CRM & work management software which allows companies to control their entire workflow from one place. You'll get everything needed to manage your business: project/work/task management, contact database & CRM, customer cards & activity logs, sales pipeline, quoting and billing, advanced reporting, real-time dashboards, and more. Sign up for a 14-day free trial to see for yourself! Learn more about Scoro

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
AI-Powered Hotel CRM software tracks guest behavior in real-time with real-time segments & personalized recommendations. Learn more about Fuel AI-Powered CRM
Increase guest engagement with relevant, timely marketing campaigns tailored to each guest. Our all-new AI-Powered Hotel CRM software tracks every guest behavior in real-time, creates real-time segments with personalized recommendations, and enables customer-centric marketing across all your channels. Learn more about Fuel AI-Powered CRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Simple CRM, Powerful CRM, Extendable CRM, and Free CRM! The First Simple CRM built on Microsoft's Power Apps Learn more about RapidStart CRM
RapidStart CRM is an excellent Sales and Service application for essential business processes, and our Addons build upon that to offer even more capabilities. Over 100K users have had great success using our apps right out of the box. However, RapidStart CRM shines even brighter when utilized as an accelerator. Anything and everything can be built starting from our solid RapidStart CRM foundation, atop Microsoft’s Dataverse. Our Free RapidStart CRM App runs on a $5 Microsoft Power Apps license Learn more about RapidStart CRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Smartsheet is an online work execution platform empowering organizations of all sizes to plan, manage, automate, and report on work. Learn more about Smartsheet
Smartsheet, an online work execution platform, empowers organizations to plan, track, automate, and report on work. Over 80,000 brands rely on Smartsheet for project and work management because of its easy-to-use interface, real-time gantt charts and dashboards, and work automation features. *2018 Awards: Named a Leader in Enterprise Collaborative Work Management by Forrester Research, Selected to Deloittes Fast 500 List, Recognized for Technology Innovation & Vision by 451 Research Learn more about Smartsheet

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
The only choice for comprehensive sales enablement. Learn more about SalesRabbit
SalesRabbit's game-changing methodology is based on research they've done with sales pros and the top teams in the industry. It targets the main traction points of every successful organization: rep motivation, team efficiency, and sales mastery. The app is built to help your company make changes that enable peak performance at every door. Their dedicated CSMs and support staff work with you to implement these strategies, ensuring you get the results every door-to-door company hopes for. Learn more about SalesRabbit

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Upzelo is a customer retention platform for SaaS companies. Reduce your churn by up to 40% with our retention software. Learn more about Upzelo
Upzelo is a customer retention software that helps subscription businesses reduce their churn and improve their subscription retention. Upzelo steps in before cancellation and through customised offers, real time data and better customer feedback it works to help reduce your churn. This allows you to stop wasting your time and money trying to win back lapsed customers. Reduce churn by up to 40% with Upzelo. Learn more about Upzelo

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
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HEMs customized Mautic CRM and marketing automation software helps schools to streamline their marketing and admissions management. Learn more about Mautic
Designed by experienced admissions professionals, HEMs customized Mautic CRM and marketing automation software helps schools to manage their follow-up with prospective students, scale and automate their digital marketing efforts, and use customized reporting to track their results. Features include an integrated calendar, detailed contact and user profiles, workflow creation, email, SMS, and web calling functionality, customizable reports and dashboards, and much more! Learn more about Mautic

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Sales and marketing solution that combines CRM, marketing automation, customer journey mapping, analytics, project management, & more. Learn more about GreenRope
GreenRope Complete CRM and marketing automation delivers a comprehensive solution to help your entire team drive real results. With sales, marketing, customer service, and operations all built-in to the same system, you become a lean, data-driven organization with a complete 360-degree view of the customer lifecycle. Increase collaboration, drive sales, build better relationships, and create optimized omnichannel customer experiences. Learn more about GreenRope

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Free Cloud CRM system with a variety of useful features and an integration with Zadarma free business phone system Learn more about Zadarma
Zadarma Cloud CRM solution - ZCRM - will help you keep track of relationship with existing and potential clients and partners, conveniently plan your tasks for days-months-years ahead, follow sales effectiveness and agents' performance, create analytical reports and get access to PBX, IVR and calls in one click. Learn more about Zadarma

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Manage & make the most of your customer interactions with SutiCRM, intuitive CRM software specifically tailored to your business needs. Learn more about SutiCRM
SutiCRM offers you marketing, salesforce, and customer support automation from a single system and allows you to grow your business exponentially. Its analytics, dynamic dashboards, and reporting give you a 360-degree view of your CRM efforts, help you gain valuable insights in real-time, and make the best from your customer interactions. This intuitive solution meets the unique needs of businesses of all sizes. Learn more about SutiCRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Gold-Vision CRM is an affordable, integrated and fully customisable Sales & Marketing platform for mid-market businesses. Learn more about Gold-Vision CRM
Gold-Vision provides businesses with a simple-to-use, intuitive CRM solution that makes a real difference, whilst delivering great value for money. Automate sales and marketing processes, plan campaigns, manage leads and much more with the backing of our knowledgeable, in-house team of CRM and business experts. Let Gold-Vision CRM help your mid-market businesses do business, better. Learn more about Gold-Vision CRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Dubb is a SAAS video communication that lets you create, share, and track video to help grow your sales and marketing. Learn more about Dubb
Dubb is a one-stop solution providing everything a business needs to grow their sales and marketing with video. Create videos with Dubb's cutting edge video creation tools and convenient add-ons. Customize videos with branding and custom video landing pages. Distribute and track videos with custom email templates, and video email and video SMS automation. Track video engagement and conversions with Dubb's powerful real-time analytics platform. Learn more about Dubb

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
The All in 1 solution for Sales Teams from 5 to 50. Automate emails, texts and manage sales and marketing thru the entire funnel. Learn more about SalesNexus
The All in 1 solution for Sales Teams from 5 to 50. Designed by salespeople, for salespeople. SalesNexus automates outreach via email, text/sms and manages sales response and customer follow up. SalesNexus is easy to tailor to your unique business processes and allows salespeople to manage more relationships by automating on-going engagement campaigns. Learn more about SalesNexus

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Caspio is the world's leading NO-CODE platform for building online database applications without having to write code. Learn more about Caspio
Caspio is the world's leading NO-CODE platform for building custom CRM applications without coding. The all-in-one platform provides everything you need to digitally transform business operations and workflows. It includes an integrated cloud database, a visual application builder, enterprise-grade security, regulatory compliance, and scalable global infrastructure. See why Caspio is trusted by over 15,000 companies worldwide. Try it for FREE. Learn more about Caspio

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Used in agile sales teams to increase sales productivity, clear bottlenecks in processes, and ultimately hit revenue targets. Learn more about Vtiger CRM
Vtiger is an easy to use and customisable CRM leveraged by sales teams in over 300,000 companies to boost business revenue and sales performance. Vtiger adds value at all stages of the sales process from helping you capture & identify top leads, nurture deals via automated email & SMS campaigns, collaborate with teammates, analyse & forecast revenue, streamline meetings, spot deals at risk, manage proposals & quotes, and ultimately win more deals. Learn more about Vtiger CRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
An intelligent sales CRM that helps sales reps be more productive, increase their sales, and engage clients. Learn more about Salesmate
Salesmate helps businesses close more deals faster. Our easy-to-use interface and automated workflows let your sales team focus on the right deals at the right time. Never miss a beat and start closing more deals. Some of our hottest features: - Built-in Calling w/ Power Dialer - Customer Journey Automation - Email Drip Sequences - Workflow Automation - Meeting Scheduler - Web forms Give us a free test ride today and our friendly staff is ready to help you! Learn more about Salesmate

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
ClickUp is the future of work - it's one app to replace them all. ClickUp is the #1 fastest growing productivity app in 2022. Learn more about ClickUp
ClickUp is an all-in-one productivity platform that eliminates work silos. It's the hub where teams come together to plan, organize, and collaborate on work using tasks, Docs, Chat, Goals, Whiteboards , and more. Easily customized with just a few clicks, ClickUp helps teams of all types and sizes deliver work more effectively. By replacing inflexible and overlapping tools, ClickUp helps teams save one day each week! Learn more about ClickUp

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
A powerful online CRM system to manage sales & marketing activities for your business. Integrated, highly configurable, easy to use. Learn more about Apptivo
Apptivo's online CRM system is a powerful tool to manage your sales, marketing, and much more. CRM sits at the core of Apptivo's integrated suite of business apps, providing a complete suite to tools to gain a 360 view of your customer. Our CRM includes lead management, an opportunity pipeline with intuitive dashboards, and flexible workflow tools including marketing automation. Everything is completely accessible from your Android or iOS device and integrated with Office365 & G Suite. Learn more about Apptivo

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Bitrix24 is the fastest growing free CRM software used by over 8 million companies worldwide. Email marketing, quotes, invoicing too. Learn more about Bitrix24
Bitrix24 is the leading free online CRM software used by over 8 million companies worldwide. It is available in cloud or on-premise with open source code access. Unlimited leads, deals, contacts, companies, quotes, invoices and appointment scheduling. The free plan also comes with email marketing and telephony. Advanced versions have sales and marketing automation, bulk SMS, campaign management and support for multiple pipelines. Available in 18 different languages. Learn more about Bitrix24

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Keep track of top leads and opportunities, personalize sales cycles, control statistics/forecasts, and more with Odoo CRM. Learn more about Odoo
With over 5 million users, Odoo is the #1 open-source CRM software! Sales teams can easily keep track of top leads and opportunities. Users can personalize their sales cycle, take control of their statistics/forecasts, and create incredible marketing campaign automation to increase their overall sales performance. Sales teams are able to analyze the quality of their leads, make faster decisions, and save time by integrating emails from all contacts directly into this fully integrated app. Learn more about Odoo

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500. Learn more about Agile CRM
Agile CRM is a All-in-One CRM with Sales, Marketing and Service automation in single platform. It has sales tracking, contact management, marketing automation, web analytics, two-way emails, telephony, and helpdesk with a simple, clean and modern interface. Learn more about Agile CRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Nutshell is an all-in-one CRM and email marketing platform that helps B2B organizations work together to win more deals. Learn more about Nutshell
Nutshell is an all-in-one CRM and email marketing platform that helps B2B organizations work together to win more deals. Simple enough for any user and sophisticated enough for any business, Nutshell is for teams who are tired of juggling separate sales and marketing tools and don’t want to pay a full-time admin to manage their software. Every Nutshell subscription comes with unlimited CRM contacts, data migration assistance, and world-class live support, all at an extremely affordable price. Learn more about Nutshell

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Canada Local product
Powerful CRM for teams of 1-100 that love Macs. Integrate with Apple Mail, share with Apple Contacts & iCal, use Siri and more! Learn more about Daylite for Mac
Daylite is a powerful CRM for teams of 1-100 employees that love Macs. Integrate with Apple Mail, share with Apple Contacts and iCal, use Siri and more! Get an overview of communication with clients, status of projects and deals all in one app. Easily customizable. Flexible and grows with you. Save time with Daylite so your team can handle more clients, deals, and projects. Learn more about Daylite for Mac

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
EngageBay is an all-in-one CRM with marketing, sales and service automation features integrated to a single platform. Learn more about EngageBay
EngageBay CRM offers a rich features set which enables you to manage your customer relationships better. It also comes with a full stack of Marketing, Sales and Service automation features to scale your business. The wide list of features allow you to capture leads, nurture and engage with them, convert to happy customers and provide superior customer experience using the unified platform. Stop paying for features that you do not need and switch to EngageBay today. Learn more about EngageBay

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
CRM that sits right within your Outlook. It helps manage Contacts, Sales, Projects, and Marketing. Also available as a web and mobile. Learn more about eWay-CRM
The best CRM Add-in for Outlook, also available as a web app and on iOS / Android. It helps manage Customers, Sales, Projects, and Email Campaigns. With eWay-CRM, you can share your Outlook with your team, track communication history, plan follow-ups, automate company processes and thus, run your business efficiently. The software is also highly customizable - it allows you to create user fields, design form layouts, customize workflows and user permissions. Learn more about eWay-CRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Canada Local product
NiceJob is the easiest way to engage with your customers post-purchase to create advocates and get more reviews online. Learn more about NiceJob
NiceJob provides the simplest and most effective way to engage with your customers post-purchase and get more reviews online. Integrate NiceJob with your CRM to get your customers to leave you a review or give you a referral. Engage with your customers at each point of their customer journey to ensure maximum customer satisfaction. No contracts, 14-day free trial, then just $75/month. Learn more about NiceJob

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Capsule is an easy-to-use CRM that helps businesses stay organized, know more about their customers & build better relationships. Learn more about Capsule
The ideal CRM tool for companies with 10-1000 employees. Over 10,000 businesses across the globe use Capsule to better organize their customer facing and sales activities. Capsule is easy to use, yet powerful and customisable so you can adapt it to your business. It integrates with other popular apps such as Google G Suite, QuickBooks, MailChimp and Zapier for advanced sales automation. Starting from as little as $18 per user, you can get started in just a few minutes with our free trial. Learn more about Capsule

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Salesflare is an intelligent CRM for small and medium sized B2B businesses, who want to sell more with less work. Learn more about Salesflare
Salesflare is an intelligent CRM for small and medium sized B2B businesses, who want to sell more with less work. Salesflare automatically fills out your address book and keeps track of all interactions with the people you're in contact with. It takes data from email, social media, company databases, phone, calendar and hands it to you in automated customer timelines that tell you everything you need to know. You just have to write the emails, make the calls, and have the coffee. Learn more about Salesflare

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Think about it. Build it. Kintone's visual application builder lets you create and customize enterprise apps, zero coding required. Learn more about kintone
Your sales reps are coming up with lots of ideas for new sales apps, but they struggle to find IT support to turn them into a reality. Now your sales reps can turn their sales process ideas into apps fast. Using Kintone¿s visual app development tools, your sales reps can now customize their own sales processes, and build their own CRM apps. Learn more about kintone

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Make sales as easy as email. Sync your calendar & emails with Salesforce, track emails, schedule appointments, set follow-ups & more! Learn more about Cirrus Insight
You work in your inbox, not in Salesforce. No one has to force you to use email. It's easy to use and effective. We think Salesforce should be just as useful and just as simple. That's why we bring Salesforce into the inbox. To save you time and make you more productive. Now you can see and update Salesforce as you work. Sync emails to Salesforce, track email opens, create and update Salesforce records, schedule calls and much more. Try Cirrus Insight free for 14 days! Learn more about Cirrus Insight

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking
Canada Local product
As the #1 rated CRM by QuickBooks users, Method:CRM streamlines your business from lead to repeat and everything in between. Learn more about Method CRM
A QuickBooks CRM platform, Method seamlessly syncs with your QuickBooks data, offering a shared source of truth across your organization. With Method:CRM, a fully customizable solution, you can manage leads, automate workflows and serve your customers better with self-serve portals all within a single tool. The #1 rated CRM by QuickBooks users, Method:CRM empowers thousands of small and mid-sized businesses to scale operations, increase sales and improve their bottom line. Learn more about Method CRM

Features

  • Contact Management Software
  • Internal Chat Integration
  • Email Marketing Software
  • Lead Management Software
  • Territory Management
  • Task Management Software
  • Marketing Automation Software
  • Calendar/Reminder System
  • Interaction Tracking

CRM Software Buyers Guide

Introduction

CRM software makes it easier for businesses and their employees to manage interactions with customers, clients, business partners, and leads. CRM stands for Customer Relationship Management, and CRM systems allow companies to manage relationships with customers throughout the entire customer journey, starting with the first point of contact, right through to a purchasing decision, and then into the post-sale phase.

Some of the core features you would expect to find within CRM solutions include a searchable database containing relevant customer data and a communications log, which brings together conversations and interactions from emails, social media, telephone calls, and other channels. You can also expect an email management system, which can help synchronize email communications, and an alert system, which will remind employees to get in touch with a customer.

The ability to continually log customer communication from different channels and bring it together in an accessible database can greatly enhance collaboration between sales, marketing, and customer service teams. Aside from this, CRM software can help to improve automation within an organization and facilitate easier analysis of customer data. This, in turn, makes it possible to gain valuable insights into customer behaviours, views, and expectations.

CRM solutions often have a main focus area, typically sales, marketing, or customer support software. However, some CRM systems are multi-purpose and offer a more comprehensive range of options. Moreover, CRM software can be broadly separated into on-premises software applications, which require installation, and Software as a Service (SaaS) options, which are accessible via web browsers on a wide range of different devices.

There are a number of considerations that businesses need to factor into their decision-making process when seeking out a CRM system. These include the size of the organization, remote and mobile access requirements, employees' technical skills, and the level of compatibility between the CRM software and other core software packages. To be included in the CRM software category, solutions will usually:

  • Allow customer communications from different channels to be compiled in one location, making it easier for sales, customer service, and/or marketing teams to access and utilize the information contained within
  • Enable the creation of a comprehensive customer database, which can be easily accessed, searched through, and analyzed, so that companies and their employees can find relevant information quickly
  • Offer integration with social media platforms, as well as other software applications
  • Provide email management options, making it easier to personalize any emails that are sent to customers
  • Include document storage capabilities so that letters, contracts, forms, faxes, and other important paperwork can be kept in digital formats and accessed by employees across the different departments

What is CRM Software?

CRM software is customer relationship management software, used widely by Canadian SMEs and larger businesses to effectively manage their various interactions with customers. CRM systems are designed to allow businesses and other organizations to deal with customer support issues, manage leads and the sales pipeline, and oversee long-term relationships with past, current, and potential customers. Furthermore, CRM tools can help to ensure that a company's sales, marketing, and customer service processes become more integrated, coherent, and consistent.

Modern businesses communicate with customers across a wide range of different channels, for example telephone, email, social networking sites, video calls, and live online chat services. Through the use of CRM systems, it becomes significantly easier to compile communication data from these channels in a single, centralized location. Past conversations or correspondence to be referred to during future interactions. gathering data from across the various communication channels makes it possible to build much more comprehensive customer profiles.

Many businesses turn to CRM software for assistance with some of the key challenges associated with modern customer relationships. For instance, customers expect personalized user experiences, where they are treated as an individual rather than as another face in the crowd. Achieving this requires intelligent use of data so that all forms of communication can be tailored to them. Moreover, modern customers are more likely to adopt an omnichannel approach to dealing with businesses. When this is the case, they want to be able to move across different platforms or communication channels without running into unnecessary friction, obstacles, or contradictions along the way.

What are the benefits of CRM software?

The benefits of using CRM software for your organization in Canada are numerous and wide-ranging, with many of these centering around the idea of bringing customer communication associated with customer service, sales, and marketing into one location. Some of the more specific advantages linked to the use of CRM systems within business settings include:

  • Centralization of customer data: Centralizing data related to customer communication facilitates improved coordination and collaboration between different departments. Across all industries, for example in the real estate industry, having a comprehensive CRM solution allows Canadian businesses to easily leverage data from a centralized system. At the same time, it allows certain sales, marketing, and customer service processes to be automated, aiding efficiency. CRM software also has the potential to make it easier for businesses to understand customers, including their needs, wants, and expectations, both collectively and on an individual level.
  • Fully searchable customer data: A centralized database can be accessed by multiple departments, including sales, marketing, customer service teams, and senior management, with options to search for specific customers and specific information within customer records. The very best CRM tools will also allow access to customer data from multiple devices, meaning it will be readily available, regardless of when, where, and why an employee needs it. When sales, marketing, and customer service employees are able to access information quickly, it becomes much easier to deliver personalized communication that is relevant to the customer or end-user.
  • Integration with all channels: A good CRM system will allow data from customer communications to be added from all of the various contact points, including telephone, email, social media, live online chat, and online messaging apps. This then allows for a more coherent customer experience, with cross-channel communication becoming much easier to manage, both in the short and longer-term. This means a customer can move from one communication channel to another, dealing with different staff while still enjoying a seamless experience.
  • Potential for improved automation: Customer relationship management software can make it significantly easier for companies to automate tasks related to sales, customer service, and marketing. This is especially true when standardized processes are in place. Data can also be automatically centralized and continually updated, making it accessible by the various departments as and when they need it. The end result here is improved cross-departmental communication and collaboration, with a clear focus on customers and their needs.
  • Insight into customer behaviour: Data that is added to CRM solutions can be collected and easily analyzed, allowing for deeper and more meaningful insights into the behaviour, habits, preferences and expectations of customers. This will then enable businesses to gain a much clearer sense of what their customers want, what they need, the products they like, the products they dislike, as well as any patterns of behaviour that exist. When this information is collected from direct communication with customers, it can be compared and contrasted with wider industry trends. This will establish whether a company's customers face specific issues, are exhibiting specific behaviours that may require strategic adjustments, or require extra consideration in the future.
  • Improved levels of personalization: The ability to easily access previous customer interactions and other important data from a single place makes it much easier for customer service teams and other employees to deliver a high level of personalization. This is important because 80 per cent of customers want personalization from retailers, and they are more likely to make a purchase when this is on offer. Modern customers want to be treated as individuals, each with their own concerns, needs, and opinions. CRM software makes it much easier to meet customer expectations in this way because data is collected and continually added to.

What are the features of CRM software?

CRM software tends to consist of core and common features, which are seen in most offerings, along with a range of other features that can vary significantly from one application to the next. Here are some of the most common features of HR software:

  • Contact management: Create, manage, and continually update a database that includes the contact information for past customers, current customers, prospects, business partners, and anyone else that is regarded as strategically valuable for sales, marketing, or customer service teams. In most cases, this database will also be fully searchable, making it quick and easy to identify a customer, based on their name, email address, delivery address, telephone number, social media handle, or any other information the business may have access to.
  • Communication tracking: Log communications and interactions with customers across multiple different communication channels. Conversations from telephone calls, social media, email, live chat functions and even in-person discussions can be documented and stored for future reference. Marketing, sales, and customer service employees are all able to refer back to previous communications for strategic purposes or in order to resolve customer interactions. This means customers will spend far less time repeating their problems to different employees. At the same time, businesses can achieve faster contact resolution times and higher overall success rates.
  • Lead management: Manage leads and track their progress through the entire customer journey, from the first contact, all the way to the point at which they make a purchase, and beyond. Data related to everything from lead capture to pipeline management can all be captured, stored, analyzed, and referred back to by marketing and sales staff to maximize revenue generation and reach financial goals.
  • Calendar/reminder coordination: Set up reminders, which can be integrated with individual users' calendars, as well as wider departmental and company calendars. This helps to ensure that customers who have been promised a call back will receive one at the right time, even if the person who made that promise is unavailable. Many CRM systems will include different options for the reminder function itself, such as email reminders, desktop notifications, calendar notifications, and text message reminders, depending on personal preference.
  • Social media integration: Consolidate social media interactions, across a variety of different platforms, including Facebook, Twitter, LinkedIn, Instagram, TikTok, Pinterest, and YouTube. With the rise of social networking sites, the way companies interact with customers has fundamentally changed. In response, the best CRM solutions have also evolved, placing a stronger focus on social media channels and options for managing these interactions. For example, they can automatically pull contact information from profiles, sync this data with CRM profiles, manage customer support queries across all channels, and more.
  • Email management: Look after an entire email marketing strategy from within CRM software. Various email systems from different departments can all be synchronized, permitting access from one place. In many cases, CRM systems will include email templates, which can be integrated with your CRM database, facilitating effortless personalization. Furthermore, CRM solutions with email management functionality will typically also include notifications, allowing employees to respond to emails faster, resulting in greater customer satisfaction.
  • Document storage: Keep important documents stored in one location, where they can be organized, accessed on multiple devices, and easily shared with others. Many interactions with customers will result in paperwork, and filing this paperwork can present challenges to companies. With CRM software, this can all be handled digitally as letters, faxes, emails, contracts, and other documents are all kept within a built-in file management system.
  • Segmentation: Divide customers, clients, and business contacts up into different categories or groups, based on the factors that really matter. Separate people based on age, gender, location, occupation, income, marital status, preferences, spending habits, values, product usage status, membership level, and almost any other grouping. This then allows for much more targeted sales and marketing activities, with less time and effort wasted on communication types that will be ineffective or irrelevant for particular sections of the audience.

What should be considered when purchasing CRM software?

When purchasing CRM software, buyers need to carefully consider a number of factors. The numerous CRM solutions on the market are not created equally. For example, some will have features that are better suited to small or medium enterprises, while others are intended for large corporations. Likewise, some solutions are traditional software offerings requiring installation, while others are options, which can be accessed through a web browser from almost any device. For this reason, finding the right option will largely depend on the specific strategic and operational needs of the business in question and its employees. Below, some of the more specific considerations that should be thought through when buying a CRM solutions are outlined in more detail:

  • What are the key features of the CRM?: It is important to closely consider the range of features available, as well as issues surrounding functionality. While most CRM solutions will have core features, like contact management and interaction tracking, some will have a more comprehensive range of supplementary features than others. In some cases, the additional features may not be relevant or particularly useful, however, so a balance needs to be struck. The main focus should be on finding an option that offers useful features and a solid user experience.
  • What are the objectives of the CRM? CRM software can often be divided into one of four focus areas: sales, marketing, customer service, and options that provide a more comprehensive offering. Sales-based options will usually prioritize features like inventory management and order processing, while marketing-based options will prioritize email management and other tools that can assist with advertising and marketing communications. Options primarily geared toward customer service will prioritize interactions tracking and social media integration, while the comprehensive options will cover all three areas, although often in less depth. Companies need to think about what a CRM system will be used for and choose their preferred option with this in mind.
  • What are the costs of the CRM? Pricing is an important consideration for any purchase, but with CRM software, this consideration needs to be broken down into upfront costs and continuous costs. For instance, cloud-based solutions are likely to operate on a Software as a Service model, with ongoing subscription fees required, while the costs associated with most on-premise options are largely going to center around the initial investment. On top of the costs associated with buying software and keeping it operational, investment is also likely to be required in areas like training and technical support. Employees need to know how to use the software and be able to find help when necessary.
  • Can the CRM help the business achieve its goals? Prior to deciding on a CRM software option, businesses should be clear on what they are hoping to achieve and the problems they are hoping to solve. Are there specific business challenges to overcome? Is there a need to alter core sales, marketing, or customer support processes? How will success or failure be defined? Answering these key questions can help frame precisely what the need for CRM software is, making it easier to select the option that is most likely to facilitate these goals or objectives.
  • Does the business need mobile CRM? An ever-increasing number of businesses are adopting either remote or hybrid work models. In fact, a 2020 Gartner, Inc. survey found that 82 per cent of companies are intending to permit remote working at least some of the time. In organizations where this is the case, the ability to remotely access a CRM system is essential. Depending on the devices used by employees, it may also be important to prioritize mobile accessibility and compatibility with a range of web browsers as well.
  • Is the CRM suitable for the size of the business? The needs and priorities of a small business, with only a few sales, marketing, and customer service employees, may be substantially different from the needs and priorities of medium-sized enterprises and larger organizations. Beyond this, specific business realities are another major consideration, and this includes issues like the level of technical knowledge that exists within the business, the number of staff that will need to access the CRM software, and the budget that is available to work with on customer relationship management.
  • How does the CRM handle customer data storage? Businesses need to give careful consideration to their approach to customer data storage, factoring in legal requirements and the need for compliance while also prioritizing accessibility. One of the biggest decisions in this area is usually whether or not to store customer data on-site, taking full responsibility for backing it up and keeping it safe. The main alternative is to turn to off-site, cloud-based storage, in which case a solution that functions on a Software as a Service model may be the best route to explore.
  • Is the CRM compatible with other software? Finally, it is vital to take into account integration with other software packages when making a decision on which CRM software to use. The precise applications used by a business and its employees will vary, but compatibility with the most common applications associated with sales, marketing, and customer service should be regarded as a plus point for a CRM solution. Furthermore, integration with other applications, including email clients, word processors, and spreadsheets, can be valuable too.

CRM software trends—alongside wider technology and industry trends— will also need to be factored into any decision-making process at the time of purchase. The most relevant trends within the field of customer relationship management are:

  • Increased focus on social media: A huge number of customers will now utilize social media platforms, such as Facebook and Twitter, in order to interact with brands, ask questions, and make complaints. Managing communication through these channels is vital because much of it will be publicly visible, meaning it has the potential to cause damage to a company's reputation if not handled effectively. At the same time, it can be advantageous for businesses to try to move the conversation away from these platforms and into a more private setting. CRM software can play a valuable role in facilitating this move, especially when different departments are involved, as it can help ensure the experience is as seamless as possible for the customers.

  • The rise of automated chatbots: Modern customers have extremely high expectations when it comes to customer service response times. One of the ways businesses are attempting to counter this is through the use of AI-powered chatbots, which can provide rapid responses on a 24/7 basis. With this in mind, one of the biggest CRM trends right now is the need for increased integration with these chatbots, allowing customer communication from this channel to be collected alongside more traditional live chat, email, and telephone conversations.

  • Continued growth of artificial intelligence: The use of AI within marketing and customer service is one of the most significant technology trends of recent times. In fact, the number of marketers who reported using AI increased from 29 per cent in 2018 to 84 per cent in 2020. While the chatbots mentioned above are a good example of this, AI is also used for everything from market segmentation to data analytics. Given this rapid expansion in AI deployment, it can be critical for businesses to find a CRM software option that offers AI support.

  • Demand for remote accessibility: Many employees are now able to carry out their jobs remotely, including from their own home or while travelling. The growth of remote and hybrid working models is one of the major global trends and is observable in a wide range of industries. Businesses adopting these models are going to require solutions that allow for remote access. There is also a shift towards more companies adopting 24/7 customer service, which means any CRM software may need to be accessible at all times of the day as well.

Sources

The features highlighted were identified based on their relevance and the percentage of products in Capterra's directory that offer them. The following sources were used for this document:

  1. Personalizing the customer experience: Driving differentiation in retail ( (Date accessed: Friday, July 2, 2021)

  2. Gartner Survey Reveals 82% of Company Leaders Plan to Allow Employees to Work Remotely Some of the Time - Gartner.com (Date accessed: Friday, July 2, 2021)

  3. State of Marketing: Sixth Edition - Salesforce Research (Date accessed: Friday, July 2, 2021)

  4. 7 Considerations When Choosing a CRM Solution for Your B2B Firm (Date accessed: Saturday, July 3, 2021)

  5. Top 10 Critical CRM Trends to Keep an Eye on for 2021 (Date accessed: Saturday, July 3, 2021)