CRM Tools

Customer relationship management, or CRM, is the process of centralizing customer data so

that it can be shared among sales, after-sales, and customer support departments. All the big
corporations invest millions in CRM systems, which gives them a marketing edge. However,
the emergence of smaller, cheaper online CRM systems means that small businesses can now
compete on a level playing field and offer the same type of customer tracking that benefits
the big boys. You do not have to be a web-based business to use these systems. This review
will highlight a range of CRM tools currently available on the web.

1) HubSpot
HubSpot is a producer of digital marketing software. Its products mainly focus on website
design and search engine optimization. It has recently been working on its Sales Platform,
which includes a CRM tool. The first part of the Sales Platform at HubSpot is called
Sidekick, which is an email contact management tool. You can get many CRM features just
by using Sidekick, because it includes the ability to make notes in the email contact entry for
each customer. The Sidekick analysis reports also track what emails went to which customers
and what the customer’s response was to each email. HubSpot is now adding on a CRM
package that will integrate with Sidekick, although it isn’t available yet. You can sign up to
get HubSpot CRM on its release, and if you are already a Sidekick user, you will get access
to the CRM tool ahead of the general public.

2) Salesforce Sales Cloud

Salesforce Sales Cloud is focused on supporting sales opportunities. The main feature of the
system is a mobile app that allows a sales team to coordinate its efforts at responding to leads
while out in the field. The CRM tool embedded in the Sales Cloud is a customer contact
database. The product is a little light on tools for customer services and marketing functions
normally associated with CRM systems. It does, however, integrate social media signals into
its presentation to the sales team.

3) Zoho CRM
Zoho CRM, like Salesforce Sales Cloud, is more focused on lead conversion than customer
support. Also, like Salesforce Sales Cloud, the Zoho CRM tool extends to a mobile app to
support a sales team on the move. If you are interested only in CRM to support your sales
team, which would probably be more in the realm of B2B sales, Zoho CRM might be the
perfect solution for your needs.
4) Infusionsoft
Infusionsoft’s package covers time scheduling and appointments for sales staff and a central
contact database. There is also a billing mechanism and a shopping cart and payment-
processing function for online businesses included with the CRM tool. The Infusionsoft
system includes integrated email functions that enable a sales campaign to be carried out over
a series of emails. These campaigns can be tailored to contact groups, and the system gathers
responses to these mail shots. You can grade leads in the customer profile module, generate
quotes and orders, and email them out. Like Salesforce Sales Cloud and Zoho CRM,
Infusionsoft is accessible from smartphones.

5) Hatchbuck
Hatchbuck stresses its simplicity and ease of use. It has many fewer features than do CRM
tools such as Salesforce Sales Cloud, but it is cheaper. The system is centered on a sales and
marketing analysis tool, and it integrates with email to enable email campaigns. The CRM
focus of the system is a contact database that includes a panel to record contact with the
customer. This product offers no whizzy mobile access.

6) NetSuite CRM+
NetSuite produces a range of business software, including entity resource planning (ERP)
systems, which track financial data through an organization. It also produces a CRM tool
called NetSuite CRM +. NetSuite’s profile is similar to big software houses such as Oracle
and SAP that produce CRM systems for multinationals as add-ons to their ERP systems. The
NetSuite system has all the bells and whistles of a big business system, so if you are just
starting out as a small business, you may find this option a little over-comprehensive. A small
business on the verge of breaking through to middle size would probably benefit most from a
boost to employee productivity from this package. A one-man band or a mom-and-pop
business probably wouldn’t have enough hands or hours in the day to fully exploit all the
features of this CRM tool.

7) Infor CRM
Infor is very similar to NetSuite in that the company produces ERP systems and other
corporate software with which its CRM tool can interact. The company offers a series of
modules to build up a tailored CRM package, so you need to read through all the options on
the company’s CRM page.

8) LeadMaster CRM Services

LeadMaster is a software consultancy that specializes in CRM systems. The company offers
to produce a customized CRM tool for your enterprise, which is the path usually taken by big
corporations. If you are a very small business, you may find this option too costly to consider.