Free trial, unlimited time but only up to three users Standard – $18 ($12) Professional – $30 ($20) Enterprise – $45 ($35) Ultimate – $45 – annual billing only

Zoho is the winner of PC Mag’s Editor’s Choice Award 2020 and is the most widely recommended CRM software. It is a cloud-based operational business platform with:

Multiple channel presence Sales automation Customizable dashboards AI-powered sales assistant that predicts anomalies, outcomes and best contact times Internal chat for team collaboration Offline updates

21-day free trial Growth – $35 ($29) Pro – $85 ($69) Enterprise – $149 ($125) Add-ons – vary in price from around $15/month to $200/month

Freshworks CRM (formerly Freshsales) is easy-to-use and comes at an affordable price point. Its focus is to maximize sales team productivity through:

Lead scoring Workflow automation Contact management

Open source version – free; must be self-built Sales Essential (up to five users) – $25 Professional – $75 Enterprise – $150 Unlimited – $300

Salesforce CRM is one of the industry’s leading cloud-based software companies. The interface is easy-to-use and incredibly customizable. It is a platform for companies that intend to grow and upgrade. Salesforce CRM features:

Understanding customer requirements Indicates new ways to assist customers

Free trial available Essential – $12.50 ($10.50) Advanced – $24.90 ($21) Professional – $49.90 ($42) Enterprise – $99 – only billed annually, minimum of 10 users Add-ons – prices vary from around $27.50 to $42

Pipedrive’s selling point is its simple and minimalistic layout. While other software providers boast about mass customization and complex features, Pipedrive keeps it easy and accessible. Other features include:

Webforms Sales pipelines Communication tracking Activity calendar Reports and insights

Engage Bay offers a further 20% off when users are billed biennially.

Free – Limited features but free forever Basic – $12.99 ($10.39) Growth – $24.99 ($19.99) Pro – $49.99 ($39.99)

Engage Bay not only excels at customer support but it allows you to track deals in your pipeline and build long-lasting relationships. Its free package is one of the most comprehensive available, with features such as:

Email marketing Autoresponders Lead grabbers Landing pages Help desk

Each subsequent level adds more features, such as SMS marketing at the Basic level, marketing automation at the Growth level and a dedicated account manager at the Pro level.

Free – Limited to two users, but free forever ($0) Starter – $15 ($14) Professional – $33 ($30) Enterprise – $50 ($46) Add-ons – vary from $22 to $46

Really Simple Systems CRM is simple and intuitive, just as its name suggests. It has excellent user support and is ideal for small-to-mid-sized companies. It features:

Market and lead management Third-party integration Reports and analysis

Free – Limited free features Starter – Limited to two users for the paid features; $50 ($45) Professional – $500 ($450) Enterprise – $1,200 – only available with annual billing Add-ons – Such as Sales Hub Starter Onboarding ($250 one-time fee) and consulting ($400–$1,600/month)

Hubspot is probably the most famous CRM software available. It is also one of the most innovative for small businesses. For example, during the COVID-19 lockdown, it has reduced its starter growth suite from $150/month to $50/month. Hubspot features:

Total visibility when managing pipelines Seamless workflow with the marketing team Good email and website integration Automatic logging of all activity

Less Annoying CRM is the most affordable software on the market, making it ideal for small businesses. It is hugely flexible and has a surprising amount of performance. Its pricing plan is also the most simple – one price per month with no contract and unlimited users. Less Annoying also has:

Lead management A variety of support and help An intuitive interface Reports and analysis

Customer relationship management software (CRM) uses technology and AI (artificial intelligence) to improve business operations, thereby making the customer experience better. CRM helps a company store information about its customers to improve communication and make customer relations more personal. Essentially, the goal of CRM software is to help a business interpret customer behaviors to better serve them in the future – and also to make a bigger profit.

The Different Types of CRM

Operational CRM

Operational CRM provides a complete overview of customer communications, generates leads and streamlines departments such as sales and marketing. It is a problem solver. The features of operational CRM are usually:

Sales automation – Sets service standards, encourages new clients by giving them a consistent experience, and organizes information to fulfill customer needs Marketing automation – Finds the best way to advertise through effective channels and campaign management, perhaps by tracking where you customers come from Service automation – Actively supports customers to achieve better satisfaction Contact manager – Centralized platform that updates with every transaction Lead scoring – Predicts lead qualification and which the best channels to utilize are

You would opt for an operational CRM if you:

Want to keep all customer contact information organized Need a clear view of your customers’ habits Want to leverage the benefit of lead scores Plan to run automated sales and marketing services

Analytical CRM

Analytical CRM is concerned with data management and analysis. It also usually integrates with invoicing, so you receive reports about the company’s financial performance too. Features typically include:

Customer retention and acquisition – Uses purchasing patterns for a more targeted approach Data extraction – Information is stored in a centralized location so it is easily accessible and the CRM’s data mining can find patterns and cluster analysis Profiling personas – Full activity records of all your customers Employee performance – Productivity reports, service levels and overall performance Attribution – What made your customer become your customer and not a competitor’s?

Your company can benefit from an analytical CRM if you:

Want a better understanding of your customers Want to develop customer personas Want to track employees’ performance for feedback You have a desire to improve sales and marketing based on data

Collaborative CRM

Collaborative CRM establishes communications between all services and departments, streamlining workflows. Features generally include:

Interaction management – Easy access to customer data so agents know how best to interact with them Channel management – Tracking and coordinating communication channels so the customer receives a flawless and cohesive service Document management – All a company’s formal documents available in one easily accessible place

You should consider a collaborative CRM if you:

Must enhance communication between departments Want to boost customer retention Need to share customer details with third parties Want to promote a customer-centric culture

What Are the Benefits of CRM

Things to Look for When Choosing CRM Software

When it comes to CRM software, there is no single stand-out product. It all depends on your business size, needs and budget. Before committing:

Decide precisely what your company needs in terms of CRM now, next year and in five years Take advantage of the free trials and explore all the features Consider all the costs, including upgrades and growth