What is a CRM? 10 Best CRMs and Leading Features for 2024

A Business’ Ultimate CRM Guide

What is a CRM if not a smart helper that makes sure you’re on top of your work and sales team? This is why over 90% of companies that house at least 10 employees use crm software. Not only this, companies are becoming aware of the many CRM properties that a customer relationship management software offers. 

Did you know that in 2022, the usage of crm software jumped from 56% to nearly 75%?

The statistics do speak for themselves. Many companies have recognized that CRM implementation may actually be the need of the hour for their business. 

Because what does CRM stand for? CRM acronym refers to ‘Customer Relationship Management’. So, you as a business value your relationship with every customer. Whether past, present, or potential customers – all are equally important. 

CRM systems help you manage and maintain this connection by bringing along within itself several outstanding and customer-centric features. Along with you and your sales team’s work, these CRM properties will be responsible for how you approach and conduct business on a daily basis. This holds particular importance in the ever-evolving business world and today’s competitive landscape.

We have written this CRM guide to cover every topic of customer relationship management software from basics to expert level in extremely easy-to-understand language and via a step-by-step breakdown of concepts.

Let us begin right away.

What is a CRM?

The goal of a customer relationship management is to enable organizations to manage and track their interactions with customers and prospects. This begins from customer onboarding, sales cycles, marketing campaigns, support tickets and enquiries. It carries all the way through to user retention and loyalty.

The best CRM software is capable of integrating data from a variety of sources, including social media, email, live chat, phone calls and in-person interactions. Your sales team will get a complete view of the customer journey from start to finish. This can be used to improve the overall experience and drive conversions and sales.

What are the types of CRM?

CRM systems come in different shapes and sizes, each with its own set of CRM properties and capabilities. The three main types of CRM are operational, analytical, and collaborative.

Operational CRMs

Operational CRM is the best organizer for customer tasks in a company, including managing all the interactions with customers. The best operational CRM keeps track of tasks like sales, support, and marketing. 

Among the types of CRM, the standout feature in this one is that you and your sales team can quickly access customer info when needed. So, operational CRM systems are like your assistants that help businesses with day-to-day customer-related tasks.

Analytical CRMs

Analytical CRM is similar to a wise wizard for understanding customers. It helps you dive deep into data to grasp what customers want by uncovering the latest trends. Analytical CRM applications are tools that crunch numbers, looking for patterns and clues hidden in customer info. These systems provide valuable insights by analyzing customer behavior and perceptions. 

For instance, companies using analytical CRM systems will be able to easily discover that customers prefer a specific feature in their product. This insight helps them improve that feature, making customers even happier. 

Analytical CRM examples include software that tracks website visits or analyzes feedback to understand what customers love or don’t like. They are very helpful for businesses wanting to offer exactly what their customers crave. 

Analytical CRM tools are made up of data warehousing, business intelligence, predictive analytics, data mining capabilities, and dashboards.

Collaborative CRMs

The main focus of a collaborative CRM is on teamwork and customer care. It’s like a high-tech sharing space for teams working on customer experiences. 

Collaborative CRM software is designed to help teams in a company work together better. It stands out from the other types of CRM with its ability to connect different departments, like sales, marketing, and support, in one place. 

The collaborative CRM tools within the software will ensure that everyone on your sales team shares info and updates about customers easily. It’s like a virtual meeting room where everyone can chat, exchange ideas, and make sure customers get the best service possible.

• Operational CRMs may be a good fit for businesses that are focused on sales and marketing automation.
• While analytical CRMs may be more suited for companies that are looking to gain deeper insights into their customers. 
• And if you’re looking to build stronger relationships with your clients, a collaborative CRM may be the right choice for you.

No matter which type of customer relationship management software you choose, make sure it has all the CRM properties and functionality your sales team needs to improve your business processes and achieve your desired results. 

Some of the key features to look out for include lead capture and management, pipeline management, reporting and analytics capabilities, marketing automation tools, social media monitoring, collaboration tools, and mobile access. Keep reading to more on this below.

CRM Deployment Trends

One of the key considerations when choosing a CRM software is the type of deployment that best suits your needs. There are two main types of CRM deployments: On premise CRM and Cloud based CRM.

What is on premise crm?
On-premise CRM refers to software that is installed and operated from a company's in-house server and computing infrastructure. This means the software and the customer relationship management dataset are stored locally within the company's premises.

What is cloud based crm?
Cloud based CRM, also known as SaaS (Software as a Service), is accessed over the internet. The software and data reside on remote servers maintained by the CRM provider and are accessed via web browsers or applications.

Ways of CRM deployment have been changing rapidly in recent years, and the trend seems set to continue. Just a few years ago, on premise CRM was the norm, with most businesses opting to host their data and applications on their own servers. 

However, cloud based CRMs have become increasingly popular in recent years, and it’s estimated that by 2025, 80% of all CRMs will be deployed in the cloud. There are a number of reasons for this shift. 

Why? Let’s see below.

What is the difference between on premise crm and cloud based crm?

Each CRM deployment model has its own set of advantages and disadvantages depending on the needs of your business.

Aspect	On Premise CRM	Cloud Based CRM
Hosting Location	Installed and managed on company servers	Hosted and managed on remote servers
Cost	Higher upfront costs for software and servers	Lower initial costs, subscription-based model
Accessibility	Limited to on-site access	Accessible from anywhere with internet
Maintenance	Requires in-house IT team for maintenance	Maintenance handled by CRM provider
Scalability	Scalability depends on company infrastructure	Easily scalable based on subscription plans
Updates	Manual updates required	Automatic updates pushed by the provider
Customization	More customizable due to in-house control	Customization options but within provider limits

The right CRM deployment will depend on your specific business needs and IT infrastructure. Before making a decision, it’s important to carefully weigh the pros and cons of each option to ensure you select a solution that best meets your organization’s requirements.

On-premise CRMs

Advantages:

• Can be customized to fit the specific needs of your business
• Generally more affordable than cloud-based solutions
• More control over customer relationship management dataset and security since it’s all stored on your own servers

Disadvantages:

• Requires in-house IT staff to manage and maintain the system
• Can be difficult to scale up as your business grows
• Not as flexible as cloud-based solutions

Cloud based CRMs

Advantages:

• No need for in-house IT staff to manage the system
• More scalable and flexible than on-premise solutions
• Usually include regular updates and new features automatically

Disadvantages:

• Can be more expensive than on-premise solutions
• Security can be a concern since data is stored off-site
• Not as customizable as on-premise solutions

“As per the stats and trends, the advantages of cloud based CRMs are likely to continue to make them the preferred choice for businesses in the coming years. If you're considering implementing a CRM system, it's definitely worth considering a cloud-based solution.”

Do I need a CRM?

If you’re dealing with customers, clients, leads, or even a bunch of contacts, then yes, a CRM helps you keep all their information, interactions, and preferences neatly organized. It’s like a memory bank that stores who you talked to, what you discussed, and what needs to be done next. Plus, it helps you work smarter by spotting patterns and reminding you of important follow-ups or tasks.

So, whether you’re a small business owner, a salesperson, a marketer, or part of a large company, a CRM helps you keep track of important information about your customers.

Surefire signs you need to invest in a CRM today

Are you struggling to keep track of your customer experiences and interactions? Do you find yourself drowning in data, with no clear way to make sense of it all? If so, it might be time to invest in a CRM (customer relationship management) system.

Here are some signs that it might be time to invest: 

1. You’re experiencing low or declining sales. 

A CRM can help you better understand your customer demographics, identify trends in purchasing habits, and develop strategies to improve these behaviors to increase sales.

2. Your staff is having difficulty coordinating with each other on tasks like scheduling meetings or handling customer requests. 

A modern CRM can help you streamline your processes by keeping everyone on the same page and improving communication across departments.

3. You’re having trouble providing personalized service to customers or meeting their changing needs as they evolve over time. 

A CRM software can help you personalize interactions with customers and quickly adapt to their evolving needs, while also enabling you to automate repetitive tasks.

4. You’re having difficulty understanding your customers or tracking their interactions with your company. 

A CRM will help you collect and then analyze customer relationship management dataset to better understand their needs and preferences, as well as track their interactions with your company so you can identify opportunities for improvement.

5. You’re not utilizing your customer data to its full potential. 

A CRM can help you make better use of your customer data by storing it in a centralized location, organizing it in a way that makes it easy to access and analyze, and integrating it with other business applications.

6. You’re manually inputting customer data into multiple systems, or not tracking customer interactions at all. 

A modern CRM can help you centralize your customer data, automate repetitive tasks like data entry and reporting, and track all customer interactions with your company in real time so you can make better decisions and provide a more personalized service.

7. You’re tired of struggling to keep up with the competition. 

A CRM can help you better understand your customers, identify trends and opportunities, and develop strategies to stay ahead of the competition.

If any of these signs sound familiar, it’s time to consider investing in a CRM system.

How Does CRM Help Businesses to Grow?

Setting and achieving business goals is essential for any organization looking to grow and succeed. So, why is customer relationship management important in a market orientation? And what are the 5 key ways in which a CRM can help your business?

1. By providing valuable insights

A CRM software gives you a 360-degree view of your customers by collecting data from various interactions and customer experiences. This provides valuable insights that can be used to improve customer relationships, as well as anticipate and resolve issues.

2. By automating and streamlining processes

A CRM can automate and streamline many of the processes involved in customer management, including lead capture, contact management, sales pipeline tracking, and more. This not only saves time and resources, but also helps to ensure that nothing falls through the cracks.

3. By enhancing collaboration and teamwork

Having one centralized system for managing customer relationship management dataset ensures that everyone in your organization is always on the same page. This not only helps to avoid any confusion or miscommunication, but also allows teams to work together more effectively and efficiently.

4. By enabling personalization

A CRM software gives you the ability to track every interaction you have with a customer. This allows you to create a more personalized experience for each customer, which can help to build loyalty and trust.

5. By increasing sales and revenue

By improving relationships with customers and streamlining processes, a CRM can help increase sales and revenue for your business. And with many CRM systems providing detailed reporting and analysis tools, your sales team can track these metrics over time in order to optimize your sales strategy and performance.

How can a CRM save you money?

A CRM software can save your company money in a variety of ways. By automating and streamlining tasks, reducing manual data entry, and providing actionable insights, a CRM can help you improve your bottom line.

1. Automation

One of the biggest advantages of using a CRM is that it can automate many of your company’s most time-consuming and repetitive tasks.

Unlike a human who would look at the task list and wonder ‘what time will it be in 10 hours,’ the CRM takes charge of routine tasks, freeing up your schedule.This can help you save valuable time that would otherwise be spent on manual data entry and other administrative work, allowing you to focus more on high-level strategic activities.

2. Reduction in manual data entry

In addition to automating repetitive tasks, a CRM also helps you to eliminate time-consuming manual data entry. With just a few clicks, you can import prospect and customer information from any external source into your CRM database.

3. Actionable insights

A key element of customer relationship management is to gather and utilize customer data effectively. A CRM software provides valuable insights that can help you make better business decisions. 

By tracking your sales pipeline, analyzing customer behavior, and measuring key performance indicators, a CRM can help you optimize your marketing and sales efforts to save money and improve your bottom line.

4. Improved customer service

Another way that a CRM software can save your company money is by improving your customer service. By providing a centralized database for all customer interactions, a CRM allows your team to provide faster and more personalized service to customers. 

This can help you reduce support costs and build stronger relationships with your customers, leading to increased sales and profitability over time.

30 Industries That Use The Best CRMs

Customer Relationship Management (CRM) software is used across various industries to manage and enhance interactions with customers, clients, and partners. Here is a list of industries where CRM software is commonly used:

1.Agriculture

Agriculture companies use CRM for managing grower relationships and supply chain logistics.

• Best Farm Management Software with CRM: Agrivi CRM

2. Airlines

Airlines use CRM to manage frequent flyer programs and customer service.

• Best Aviation CRM: Olark CRM

3. Automotive

Dealerships and manufacturers use CRM for sales, service appointments, and customer retention.

• Best CRM for Automotive industry: DealerSocket CRM

4. Construction and Engineering

Construction firms use CRM for client relationship management and project tracking.

• Best CRM for construction: FieldPulse

5. E-commerce

Online retailers use CRM to personalize marketing, track customer behavior, and manage online customer service.

• Best CRM for eCommerce: Oracle Netsuite CRM

6. Education

Educational institutions use CRM for student enrollment, alumni relations, and academic advising.

• Best CRM for higher education: Salesforce Education Cloud

7. Energy

Utility companies use CRM for customer service, billing, and managing energy accounts.

• Best CRM for solar business: Pipedrive CRM

8. Entertainment

Entertainment companies use CRM for fan engagement, ticket sales, and content distribution.

• Best CRM for entertainers: SugarCRM

9. Environmental Services

Environmental organizations use CRM for donor management and outreach.

• Best CRM Environment: Microsoft Dynamics 365

10. Fashion

Fashion brands use CRM for customer engagement and managing sales channels.

• Best CRM for Fashion Brands: Oracle Netsuite CRM (Also used as fashion ERP or apparel ERP)

11. Financial Services

Banks, insurance companies, and investment firms use CRM to manage client relationships, financial planning, and customer service.

• Best CRM for banks: monday Sales CRM

• Best CRM for insurance agents: HubSpot CRM

• Best CRM for investment bankers: Salesforce CRM

12. Fitness and Wellness

Gyms and wellness centers use CRM for member management and appointment scheduling.

• Best gym crm: Creatio CRM

13. Food and Beverage

Restaurants, food producers, and distributors use CRM for customer loyalty programs and supply chain management.

• Best CRM for Restaurants: Zoho CRM

14. Government

Government agencies use CRM for citizen services, case management, and constituent relations.

• Best government CRM: Oracle Netsuite CRM

15. Healthcare

Hospitals, clinics, and medical practices use CRM for patient management, appointment scheduling, and follow-up care.

• Best CRM for healthcare: Veeva CRM

16. Hospitality and Tourism

Hotels, airlines, and travel agencies use CRM to enhance guest experiences and manage reservations.

• Best CRM software for hotels: Revinate CRM

17. Legal Services

Law firms use CRM for client relations, case management, and business development.

• Best CRM for law firms: Clio CRM

18. Manufacturing

Manufacturers use CRM to manage distributor and supplier relationships, sales, and customer support.

• Best CRM for Manufacturing: HubSpot CRM

19. Marketing and Advertising

Marketing agencies use CRM to manage client accounts, campaigns, and leads.

• Best CRM for Advertising Agencies and Marketing: HubSpot CRM

20. Nonprofit Organizations

Nonprofits use CRM to manage donors, volunteers, and fundraising efforts.

• Best CRM for NonProfits: Bloomerang

21. Pharmaceuticals

Pharmaceutical companies use CRM for managing healthcare professional relationships and sales efforts.

• Best Pharma CRM: Veeva CRM

22. Professional Services

Law firms, consulting firms, and other professional service providers use CRM for client management and project tracking.

• Best CRM for Professional Services: Salesflare CRM

23. Real Estate

Real estate agents and agencies use CRM to track property listings, manage client information, and coordinate transactions.

• Best CRM for Real Estate: Wise Agent CRM

24. Retail

CRM software helps retailers manage customer data, loyalty programs, and personalized marketing efforts.

• Best CRM for retail: Salesforce CRM

25. Sports

A CRM software database system provides sport marketers with a comprehensive platform for managing fan interactions, ticket sales, sponsorship engagements, and marketing campaigns.

• Best CRM for sports clubs: Sports CRM

26. Technology

Software companies use CRM to manage software licenses, customer support, and sales leads.

• Best CRM for IT: Salesforce CRM

27. Telecommunications

Telecom companies use CRM for customer support, billing, and managing service subscriptions.

• Best Telecom CRM: Oracle Netsuite CRM

28. Travel and Transportation

Travel agencies, airlines, and logistics companies use CRM for customer bookings and travel planning.

• Best CRM for Travel Agency: HubSpot CRM

29. Transport and Logistics

Transportation and logistics companies use CRM for client management and order tracking.

• Best Logistics CRM: Creatio CRM

30. Waste Management

Waste management companies use CRM for customer service and billing.

• Best CRM Waste Management: Resourcify CRM

These are just some examples. CRM software can be adapted to suit the specific needs of nearly any industry where maintaining strong customer relationships is crucial for business success.

A CRM system’s working mechanism

A CRM software is like a super organized memory bank for a company’s relationships with its customers. It works by gathering and storing all sorts of info about these relationships, making it easier for businesses to manage and improve them. Here’s how it does its magic:

1. Gathering Data: First off, it collects data from various sources like emails, phone calls, social media, and website visits. This data includes things like who the customers are, what they’re interested in, and how they’ve interacted with the company.

2. Storing Info: Next, the CRM organizes this data neatly. It’s like sorting files in a cabinet so you can easily find what you need. Each customer gets their own file, called a ‘customer record,’ which holds details about their purchases, inquiries, preferences, and more.

3. Centralized Hub: The CRM becomes a central hub where everyone in the company can access and update customer info. Imagine everyone having access to the same digital notebook. This helps different departments, like sales, marketing, and customer service, work together seamlessly.

4. Analyzing Insights: Now comes the cool part – the CRM analyzes all this data. It looks for patterns and trends, giving insights like which products are popular, when customers tend to buy, or who might need extra attention.

5. Automation Magic: CRMs can also automate tasks. For instance, they can remind salespeople to follow up with a customer, send personalized emails, or even assign leads to the right salesperson based on certain criteria. This automation saves time and ensures no important tasks slip through the cracks.

6. Improving Relationships: Armed with all this info, companies can better understand their customers. They can personalize interactions, tailor marketing campaigns, and provide better service. It’s like knowing exactly what a friend likes, so you can always make their day!

7. Evolving and Adapting: A good CRM doesn’t sit still. It learns and adapts over time. As more data comes in, it gets smarter, providing even better insights and helping companies stay ahead in serving their customers.

8. Security Measures: Lastly, CRMs are serious about security. They use safeguards like encryption and user permissions to keep all that sensitive customer data safe from prying eyes.

Checklist for 12 Must-Have CRM Properties in 2024

A comprehensive CRM software is one that offers a wide range of tools and features to manage customer interactions, track sales activities, analyze market trends, improve marketing campaigns, and more. 

While there is no one-size-fits-all solution and the best CRM software for your business depends on the specific needs of your company. There are, however, certain features and tools that are essential for any good CRM software.

1. User-Friendly Interface

A CRM that’s a breeze to navigate saves time and reduces hassles. Ensure that the interface isn’t cluttered, and essential functions are easily accessible. Pay attention to features like drag-and-drop functionality for effortless data entry and a clean dashboard layout that provides a quick overview of tasks, deals, or leads. Try out demos or free CRM trials to see if it clicks for your team.

2. Customization Galore

Your business isn’t a one-size-fits-all, so your CRM shouldn’t be either. The ability to customize goes beyond adding a few extra fields. A robust CRM allows for tailored automation sequences, personalized dashboards for different user roles, and the flexibility to adjust processes as your business evolves.

Look for a system that lets you create custom modules or applications specific to your industry or unique business requirements. Flexibility is key.

3. Rock-Solid Integration

Your CRM needs to sync up with other tools you rely on. Your CRM should sync effortlessly with your email platform, marketing tools, accounting software, and any other essential apps you use daily. Notice how well data flows between systems and how quickly updates from one platform reflect in the CRM.

4. Mobility Matters

Being stuck to your desk? Nah, not anymore. Your CRM should work just as flawlessly on your phone or tablet. Test the mobile app’s functionality—check if it allows for easy task management, quick access to contact details on the move, and the ability to log interactions promptly.

A good mobile CRM ensures that you can stay on top of your tasks, even when away from your desk.

5. AI Superpowers

AI isn’t just a buzzword—it can supercharge your CRM. Practical AI capabilities include automated lead scoring, predictive analytics to forecast sales trends, and chatbots that enhance customer service by handling routine queries.

Seek functionalities that automate repetitive tasks, freeing up time for your team to focus on high-value activities.

6. Data Security Fort Knox

Keeping customer data safe is non-negotiable. Ensure your CRM provider encrypts data, offers multi-factor authentication, and complies with industry standards like GDPR or HIPAA if needed. Robust security measures not only protect your customer data but also maintain your company’s credibility and trustworthiness.

7. Reporting Wizardry

Numbers can tell powerful stories. A great reporting tool offers customizable templates, drill-down capabilities for in-depth analysis, and the ability to schedule reports for automated delivery. Look for features that allow you to extract actionable insights, helping you make informed decisions to drive business growth.

8. Customer Support Magic

When issues arise, having reliable support is a lifesaver. Look for a CRM provider with responsive customer service, clear support channels (phone, email, chat), and a knowledge base for DIY problem-solving.

Additionally, ensure that customer support is responsive, knowledgeable about the product, and capable of providing timely resolutions to problems.

9. Scalability Flex

Your business will grow, and so should your CRM. Scalability doesn’t just mean accommodating more users; it’s about accommodating growth across various dimensions. 

Ensure the CRM can handle a growing database, increased user load, and additional features or integrations as your company expands.

10. Budget-Friendly Vibes

Value means what you get for what you pay. Consider the scalability of pricing plans—does the cost increase proportionately with added features or users? 

Assess the overall ROI, including the long-term benefits the CRM brings to your business versus its cost. Finding a balance between affordability and essential features is key to maximizing value.

Each of these properties matters in its own way and can significantly impact your CRM experiences. Take the time to assess and prioritize these features based on what’s most critical for your business’s success.

11. Lead Management Tools

Best CRMs will help you nurture leads into loyal customers. Look for lead scoring features that prioritize leads based on their engagement levels, allowing your sales team to focus on the most promising opportunities. 

Effective lead tracking capabilities ensure no lead slips through the cracks by providing visibility into their journey—from initial contact to conversion. Additionally, automation tools streamline lead distribution, follow-ups, and personalized communications, saving time and boosting conversion rates.

12. Segmentation and Targeting

Not all customers are the same, and that’s where segmentation and targeting become game-changers. Robust CRM systems allow you to segment your customer base based on various criteria—demographics, behaviors, purchase history, or preferences.

These segments help tailor marketing campaigns, personalized emails, and offers to specific audience groups, increasing relevance and engagement. 

Look for dynamic segmentation features that automatically update based on customer interactions, ensuring your targeting is always up-to-date and effective. The ability to create and track multiple campaigns targeted at different segments ensures a more focused and impactful marketing strategy.

How to Implement CRM System in Your Business

Now that we’ve gone over some of the key benefits of using a CRM system, let’s take a look at how you can implement one in your business. 

Step 1: Know Your Needs

First, figure out what you want from a CRM. Do you need it for sales, customer service, or both? List what info you want to keep track of—like customer details or sales history.

Step 2: Pick the Right CRM

Look for a CRM that suits your needs. There are many out there—some are simple, others more complex. Choose one that’s a good fit for your team and business size.

Step 3: CRM Deployment

Once you’ve selected a CRM, the next step is to deploy it within your organization. This can usually be done fairly easily by working with your IT team or by enlisting the help of a professional services provider who specializes in CRM implementations.

Step 4: Training and Familiarization

Get your team on board. After all, a CRM is only as good as the people using it. Teach them how the CRM works. Show them the ropes so everyone knows how to use it. This could be online tutorials, demos, or hands-on training. 

Step 5: Data Importing

If you’ve got existing data, like customer contacts or sales records, bring it into the CRM. Most systems let you import data from spreadsheets or other software.

Step 6: Customization

Tailor the CRM to fit your business. Add fields or features that match what you need. This makes sure it works just right for your specific needs.

Step 7: Integration with Other Tools

If you use other software, see if the CRM can link up with them. It’s handy when everything works together smoothly.

Step 8: Testing, TestingBefore going all-in, test the CRM. Try it out with a smaller group or on a few projects. See if it suits your workflow and catches the info you need.

Step 9: Roll It Out Slowly:

Don’t rush. Start using the CRM bit by bit. As everyone gets comfortable with it, gradually expand its use across the company.

Step 10: Feedback Loop

Keep an ear out for feedback. Listen to your team and users. If something’s not working or could be better, tweak the CRM accordingly.

Step 11: Continuous Learning

CRM systems evolve. Keep learning about new features or updates. It helps you make the most of what it offers.

“How long does it take to implement a crm system?"

"Implementing a CRM system usually takes 1-3 months. It depends on factors like the company's size, data complexity, and customization needs. 
Smaller businesses might take less time, while larger ones need more. Customizing and training teams also influence the timeline. Overall, it's a 1-3 months' journey to set up and get everyone comfortable using the CRM.”

List of the top CRMs for 2024

There are many different CRM systems on the market, each with its own unique features and pricing structure. To help you choose the best CRM software for your business, here is a list of the top 10 CRM systems for businesses in 2024:

1. Salesforce CRM: Best Overall

2. HubSpot CRM: Easiest To Use

3. Zoho CRM: Best For Client and Contact Management

4. monday Sales CRM: Best CRM for Project Management

Read our complete monday sales CRM review to know more about the many customisation CRM properties it offers.

5. Oracle NetSuite CRM: Best All-in-one CRM for Enterprises

6. Freshsales CRM: Best Basic CRM with AI

7. Vtiger CRM: Best CRM for Sales and Marketing (SMBs)

8. Keap CRM: Best CRM for Small Business Automation

9. Insightly CRM: Best CRM for Project Management and Scaling

10. Pipedrive CRM: Best CRM for Sales Pipeline Management

CRM Feature Comparison Chart

1. Overview:

CRM Features	Salesforce	HubSpot	Zoho CRM	Monday Sales CRM	Oracle NetSuite CRM	Freshsales	Vtiger	Keap	Insightly	Pipedrive
Overall Rating	9.9	9.8	9.8	9.7	9.7	9.6	9.6	9.7	9.6	9.8
Ease of Use	Moderate	Easy	Moderate	Easy	Moderate	Easy	Moderate	Easy	Easy	Easy
Customization	High	Moderate	High	High	High	Moderate	High	Moderate	Moderate	Moderate
Reporting	Advanced	Basic-Advanced	Moderate	Basic-Moderate	Advanced	Basic	Moderate	Advanced	Basic-Moderate	Basic-Moderate
User Adoption	High	High	High	Moderate	High	High	Moderate	High	Moderate	High
Customer Support	Excellent	Good	Good	Good	Good	Good	Average	Good	Average	Good

2. Main Features:

CRM Features	Salesforce	Hubspot	Zoho CRM	Monday Sales CRM	Oracle Netsuite CRM	Freshsales	Vtiger	Keap	Insightly	Pipedrive
AI Capabilities	Yes	Limited	Limited	Yes	Limited	Yes	No	Yes	No	No
Integration	Extensive	Extensive	Extensive	Limited	Extensive	Limited	Moderate	Extensive	Moderate	Moderate
Mobile App	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes

3. General Features:

CRM Features	Salesforce	HubSpot	Zoho CRM	Monday Sales CRM	Oracle Netsuite CRM	Freshsales	Vtiger	Keap	Insightly	Pipedrive
Contact Management	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes
Lead Management	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes
Sales Automation	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes
Marketing Automation	Yes	Yes	Yes	No	Yes	No	No	Yes	No	No
Reporting & Analytics	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes

Tips for CEOs on using CRM software:

1. Define Your Needs and Objectives

“What are the pain points in my current processes? Do I find it difficult to follow up on leads? Are customer service requests taking too long to resolve?” 

Identifying any inefficient processes that are causing pain points within your organization will help you zero in on the specific features that your CRM software should have. By finding a solution that helps to automate or streamline those processes, you can free up time and resources to focus on other areas of your business.

2. Do Your Research

“Do I need a CRM software that is tailored to my specific industry or market?”

Not all CRM solutions are created equally. If you work in a highly regulated industry, for example, the software you choose should have features and functionality that address your specific requirements and regulations. 

Alternatively, if you’re looking to implement a CRM solution across several different departments or industries, then it’s important to invest in one that can be easily customized and scaled to meet your needs.

3. Consider Your Budget

“Do I have the budget to invest in a robust CRM solution?”

While there are plenty of free or low-cost CRM options on the market, it’s important not to sacrifice quality for affordability. 

In order to get the full benefits of a CRM system—automated lead management, streamlined reporting processes, and better customer service—you’ll need to invest in a solution that is enterprise-grade. 

On the flip side, if you’re starting out with a limited budget or are looking for a lightweight CRM solution to help manage your leads, be sure to check out our list of the top free CRM systems.

4. Make Sure You Have the Right People on Board

Successful CRM implementation requires buy-in from multiple stakeholders within your organization. In addition to senior management, make sure that your sales, marketing, and customer support teams are all committed to using the system effectively.

5. Take the Time for Proper Training and Onboarding

At first, using a new CRM software may feel unfamiliar and even a bit intimidating. But with proper training and onboarding, your team will be able to quickly get up to speed and start reaping the benefits of CRM.

6. Pay Attention to Data Quality

For your CRM software to be effective, it’s important to maintain high standards of data quality. Make sure that your customer relationship management dataset is accurate, complete, and current, and take steps to ensure that it remains clean and consistent over time.

7. Monitor and Adjust as Needed

After you’ve implemented CRM, it’s important to monitor your progress and make adjustments as needed. Regularly review your KPIs and compare them against your original goals. If you’re not seeing the results you want, don’t be afraid to make changes to your strategy or even your CRM system.

8. Be Prepared for Change

CRM implementation can be a big change for your organization, so it’s important to be prepared for it. Be patient and flexible, and remember that it may take some time for your team to get comfortable with the new system. With a little time and effort, you’ll be able to reap the benefits of CRM systems and take your business to the next level.​

To conclude, you should always be on the lookout for new features or updates that could further improve their company’s performance.

By following these tips, you can choose and use a CRM software with confidence, helping your business stay competitive in the rapidly changing landscape of 2024.

Happy CRM-ing!