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CRM Software

Customer Relationship Management (CRM) software is a tool that enables businesses to track customer interactions and manage relationships throughout the entire lifecycle from a single, centralised platform. CRM tools are designed to deal with customer support issues, manage leads and the sales pipeline, and oversee long-term relationships with past, current, and potential customers. CRM systems can help integrate marketing, sales and customer service departments, ensuring that organisational processes are coherent and well-aligned. Typical features of CRM platforms include document storage, lead management, communication tracking, calendar coordination, and social media integration. CRM software is related to Contract Management software and Online CRM software. Compare product reviews and features to help find the best CRM Software for your business in the UK.

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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 an easy-to-use sales CRM (customer relationship management) tool that empowers teams of all sizes to close more deals. With its customizable sales pipelines, real-time insights and powerful AI features, it’s no wonder 100,000 companies worldwide use Pipedrive for smarter, faster sales. Learn more about Pipedrive

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
monday CRM enables revenue teams to improve efficiency at every stage of the customer journey. Learn more about monday CRM
monday CRM enables revenue teams to improve efficiency at every stage of the customer journey. The intuitive interface combined with automations and AI, allows revenue leaders to adapt the CRM to their own sales process while cutting costs and saving time. With all customer information centralized in one place, powerful integrations, and custom dashboards and permissions, revenue leaders can enjoy more visibility and control than ever before. To amplify impact, the CRM is part of a larger monday product suite, including work management and more, enabling organizations to manage processes beyond their sales, in one single platform. Learn more about monday CRM

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
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

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
Zoho CRM empowers organisations with a complete customer relationship lifecycle management solution. Learn more about Zoho CRM
Zoho CRM empowers small to large-sized organisations with a complete customer relationship lifecycle management solution for managing organisation-wide Sales, Marketing, Customer Support & Service and Inventory Management in a single business system. Learn more about Zoho CRM

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
Bigin is an affordable, intuitive CRM that streamlines all customer-facing operations and helps build stronger customer relationships. Learn more about Bigin by Zoho CRM
Bigin is a simple CRM packed with a sophisticated array of features at an affordable price and is designd to fit your small business like a glove! Here's how we'll help you manage your customers and prospects with ease: *A 360° view of your clients and prospects - Access all the customer data you need, from their requirements to their contact details—all from a single place. *Seamless communication - Reach your contacts via phone, email, social media, WhatsApp, and online meetings. *Pipelines - Use our dedicated pipelines to manage all customer-facing operations, from sales to customer support. *Calendar View - Schedule and track all your tasks, events and call. *Automation - Automate all mundane yet integral tasks like scheduling follow-ups, sending payment reminders, and more. *Comprehensive dashboards - Measure and track important metrics like your monthly revenue. *Powerful integrations - Integrate with other Zoho and non-Zoho apps to manage every aspect of your business. Learn more about Bigin by Zoho CRM

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
CRM solution that helps businesses manage contacts, calendars, tasks, leads, collaboration, email logging, agendas, and more. 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

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
United Kingdom Local product
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

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
Barawave CRM is a powerful, AI-driven platform that helps businesses manage customer relationships and streamline workflows. Learn more about Barawave
Barawave CRM is a comprehensive, AI-powered solution designed to help businesses build stronger relationships, improve customer engagement, and drive growth. Whether you're managing leads, tracking customer interactions, or analyzing performance, Barawave CRM provides all the tools you need to stay ahead. Key Features Centralized Data Management: Keep all your customer data organized in one place, accessible anytime from the cloud. AI-Driven Insights: Leverage advanced analytics to identify trends, predict customer behavior, and make data-driven decisions. Automated Workflows: Save time and reduce errors with automated lead tracking, follow-ups, and task assignments. Customizable Dashboards: Tailor your CRM experience with dashboards and reports that align with your unique business goals. Omnichannel Integration: Seamlessly manage communications across email, phone, social media, and chat in one unified platform. Learn more about Barawave

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
Creatio is the leading no-code CRM platform for enterprises of 250+employees to automate internal & customer-facing workflows at scale. Learn more about Creatio CRM
Creatio CRM is the leading no-code platform to automate CRM and enterprise workflows with a maximum degree of freedom. Orchestrate the entire customer journey and accelerate lead-to-revenue with the most flexible CRM platform. •Marketing Creatio - a ready-to-use platform to automate marketing campaigns and lead management workflows with no-code •Sales Creatio - an end-to-end platform to automate sales processes of any type with no-code •Service Creatio - an omnichannel platform to automate customer service workflows of any complexity In 2024, Creatio has raised $200M at $1.2B Valuation to lead the Enterprise no-code market. Learn more about Creatio CRM

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
Most user-friendly CRM platform on the market. Learn more about SuperOffice CRM
SuperOffice CRM has one goal; to help you find, catch and keep more customers. Our focus on creating a simple and user-friendly CRM solution helps you become more productive. SuperOffice CRM integrates with all Office applications and supports all leading technology platforms. Available on any device. Learn more about SuperOffice CRM

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
United Kingdom Local product
Sell more, in less time, every time with Prospect, the #1 Stock-Aware CRM - perfect for B2B Wholesalers, Distributors & Manufacturers. Learn more about Prospect CRM
If you sell products B2B and use one of the following Inventory Management/Accounting/ERP systems, then Prospect, the #1 Stock-Aware CRM, is the only CRM you need for: Unleashed Katana Cin7 Omni Cin7 Core Xero QuickBooks Online Access Dimensions Access Financials Sage 50 Exchequer Pegasus Opera Prospect is the #1 CRM for helping B2B Wholesalers, Distributors & Manufacturers worldwide get more customers, and maximise customer lifetime value. Learn more about Prospect CRM

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
Bitrix24 is the fastest-growing free CRM, trusted by 15M+ companies worldwide. One platform for all your business needs. Learn more about Bitrix24
Bitrix24 is the leading free online CRM software used by over 15 million companies worldwide. It is available in cloud or on-premise with source code access. Unlimited users, leads and contacts. 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

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
Ranked #1, Clio is the leading law firm software with built-in AI capabilities used by 150,000+ lawyers from large, small & solo firms Learn more about Clio
Ranked #1, Clio is the leading law practice management software with the most 5-star reviews and the only legal software with 1,500+ reviews on Capterra. Clio is a cloud-based legal practice management solution that gives you the flexibility to manage your law firm securely from anywhere—from an office, from home, or on a hybrid basis. Access and manage your work in one central system—with matters, contacts, billing, payments, and everything you need in one place. Schedule a live demo to learn more. Learn more about Clio

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
Streamline lending with TaskSuite: from origination to management, all in one efficient platform. Learn more about TaskSuite
TaskSuite is a revolutionary cloud-based solution designed to transform the loan management landscape. Our platform streamlines every phase of the loan lifecycle, from origination through servicing to credit management, with unparalleled efficiency. By leveraging TaskSuite, financial institutions can enjoy a seamless, automated process that reduces manual work, accelerates decision-making, and enhances customer satisfaction. Our innovative system offers robust customization options, allowing for a tailored approach that meets the unique needs of brokers and lenders alike. TaskSuite stands out by providing comprehensive analytics, real-time tracking, and a user-friendly interface, ensuring that our clients stay ahead in the competitive financial market. Learn more about TaskSuite

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
Web-based help desk, ticketing, live chat, and call center software with AI capabilities, user-friendly from the start. Learn more about LiveAgent
LiveAgent is a web-based live chat software that enhances customer engagement and support with a customizable chat platform. It offers a live chat widget that integrates easily into any website, enabling real-time customer support. Key features include automation capabilities, including proactive chat invitations, smart chat routing, and real-time typing view, which streamline the chat experience and improve first contact resolution. LiveAgent supports various integrations with third-party business tools for seamless collaboration and a unified customer experience. Its multilingual chat widget offers multiple language options, fostering better communication and personalized support. Additionally, the software provides comprehensive reporting and analytics to help businesses optimize their support strategies. Learn more about LiveAgent

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
AccelGrid is a business management suite that helps distribution and manufacturing companies become more efficient and profitable. Learn more about AccelGrid
AccelGrid is a suite of seamlessly integrated modules that include Sales, CRM, Inventory, Accounting, Purchasing, eCommerce, and more. AccelGrid helps businesses eliminate data re-entry and increase accuracy by offering an integrated platform to manage all business functions. The solution is web-based and fully customizable to suit specific business processes and workflows. AccelGrid is user-friendly by design and can be used across multiple devices. Learn more about AccelGrid

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
Sales and marketing solution that combines CRM, marketing automation, customer journey mapping, analytics, project management, & more. Learn more about GreenRope
GreenRope CRM and marketing automation offers an all-in-one solution that empowers your entire team with AI-driven tools. With sales, marketing, operations, and customer support seamlessly integrated into one platform, you gain a 360-degree view of the customer journey. This helps you work smarter, increase collaboration, boost sales, and create personalized, omnichannel experiences that strengthen customer relationships. Learn more about GreenRope

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
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

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
#1 QuickBooks CRM, Method syncs data in real-time, captures e-signatures, and automates estimates, invoices, and payments in one place. Learn more about Method CRM
Method CRM works hand-in-hand with QuickBooks to keep your data clean and in sync, meaning no more costly mistakes or repetitive work. It’s built to adapt to your business, not the other way around. Work with our experts to customize workflows, manage leads, automate tasks, and handle estimates and invoices—all from one spot. Need to close deals faster? Tools like customer portals, activity tracking, and e-signatures make it easy for your sales team to collect payments without the back-and-forth. Whether you’re running a manufacturing business, managing field services, or consulting, Method saves time, drives sales, and simplifies growth. QuickBooks users call us the #1 CRM for a reason. Ready to work smarter and grow without the hassle? Start your 14-day free trial today. Learn more about Method CRM

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
Maximizer CRM is a game-changing solution designed specifically for the unique challenges that sales managers and sales teams face. Learn more about Maximizer CRM
Maximizer is a powerful solution specifically designed for sales. We understand the unique challenges faced by sales managers & sales teams. That's why we provide a game-changing alternative to complex CRM solutions for efficient sales activity management. With Maximizer's robust analytics and insights, you can effortlessly monitor & achieve your revenue targets while effectively tracking activities and evaluating team effectiveness, all from one centralized command center. Try Maximizer today! Learn more about Maximizer CRM

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
United Kingdom Local product
ServiceOS is an all-in-one management system for the service industry, streamlining operations and enhancing customer service. Learn more about ServiceOS
Revolutionize the way you manage your service business with ServiceOS! This all-in-one management system offers an array of features, including an online booking system, field service management, payment and invoicing, jobs and teams tracking, call centre software, and franchisor software. With ServiceOS, you can streamline operations, save time, reduce costs, minimize errors, and provide excellent customer service. Say goodbye to the hassle of managing multiple systems and hello to ServiceOS! Learn more about ServiceOS

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
United Kingdom Local product
Capsule is a CRM solution that helps businesses stay organized, know more about their customers & build better relationships. Learn more about Capsule
Capsule is a CRM solution that helps businesses organize customer facing and sales activities. It can be integrated with other popular apps such as Google G Suite, QuickBooks, MailChimp and Zapier for advanced sales automation. Teams can get started in just a few minutes with the free trial. Learn more about Capsule

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
Bring together CRM apps for sales, service, marketing, commerce, AI, and more in one integrated solution. Learn more about Salesforce Sales Cloud
Build a customer 360 with a CRM that is deeply integrated across sales, service, marketing, commerce, and more with trusted AI, data, analytics, and collaboration in one integrated solution. Discover how Einstein 1 helps you become an AI Enterprise by growing relationships, productivity, and your bottom line – all at the same time. Learn more about Salesforce Sales Cloud

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
The Magazine Manager is the global leader in publishing software with sales, production, and billing in a single unified platform. Learn more about The Magazine Manager
The Magazine Manager is the global leader in magazine publishing software solutions, serving over 23,000 publications worldwide. It was the first web-based CRM built for publishers. In a unified platform, the Magazine Manager includes a CRM, sales pipeline, centralized ad order entry system, production and project management, billing, digital pagination and editions, an editorial module, and a robust reporting suite. Magazine Manager includes Media Mate our AI powered media assistant which does everything from content creation, to website segmentation, media analytics, and automated prospecting research. The CRM also seamlessly integrates with Marketing Manager, our marketing automation and audience development platform, and ChargeBrite, our recurring revenue platform. Our audience development platform includes a landing page management system, email marketing automation, a website visitor identification platform, competitor insights, and an email verification program. Learn more about The Magazine Manager

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management
Mailchimp: the #1 email marketing platform with 11M+ users worldwide, offering AI-powered insights & content creation tools.
Mailchimp is a leading email marketing platform used by over 11 million users worldwide. With a delivery rate of 99% and integration with over 300 tools, Mailchimp provides businesses with easy ways to connect with customers, foster repeat business, and build a lasting brand loyalty. The platform's AI-powered insights and content creation tools can personalize every email and SMS. The user-friendly interface accommodates tech-savvy and non-tech individuals. Clients such as TEDTalks, Shutterstock, Boston Market, and Nikon India have used Mailchimp to drive revenue through email marketing. The company was acquired by Intuit Inc. in 2021, and since then, the platform has introduced more than 100 new features to improve user experience. The company ensures its product descriptions match the Mailchimp site, don't include overly-comparative language, calls-to-action, personally identifiable information, suffices, or HTML tags. Learn more about Mailchimp

Features

  • Sales Pipeline Management
  • Territory Management
  • Workflow Management
  • Email Management
  • Segmentation
  • Reporting/Analytics
  • Quotes/Estimates
  • Task Management

CRM Software Buyers Guide

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 synchronise 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 organisation 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, just like 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 organisation, 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 utilise the information contained within
  • Enable the creation of a comprehensive customer database, which can be easily accessed, searched through, and analysed, 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 personalise 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 by businesses to effectively manage their various interactions with customers. CRM systems are designed to allow businesses and other organisations 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, centralised location. Past conversations or correspondence to be referred to during future interactions, and 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 personalised 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 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:

  • Centralisation of customer data: centralising data related to customer communication facilitates improved coordination and collaboration between different departments. 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: centralised databases 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 personalised communication that is relevant to the customer or end-user.
  • Integration with all channels: good CRM systems 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 standardised processes are in place. Data can also be automatically centralised 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 analysed, 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 personalisation: the ability to 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 personalisation. This is important because 80 per cent of customers want personalisation 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, analysed, and referred back to by marketing and sales staff to maximise 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 synchronised, permitting access from one place. In many cases, CRM systems will include email templates, which can be integrated with your CRM database, facilitating effortless personalisation. 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 organised, 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 Software as a Service (SaaS) 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 solution 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 prioritise features like inventory management and order processing, while marketing-based options will prioritise email management and other tools that can assist with advertising and marketing communications. Options primarily geared toward customer service will prioritise 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 centre 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 organisations 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 prioritise 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 organisations. 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 prioritising 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 utilise 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.