CRM Software for Small Business : Top List in 2018

Salesforce is a full-featured CRM software for all types of businesses. With Salesforce Small Business Solutions, you can take advantage of all the capabilities Salesforce has to offer with select packages designed for small businesses.

As an all-in-one software, Salesforce offers everything you need to find and keep customers, close sales and grow your business. Features include contact management, lead generation, opportunity management, sales forecasting, workflow automation, collaboration tools and many more — all in one, easy-to-use platform. Salesforce is also a cloud-based CRM software, which gives you anytime, anywhere access to your data, even from mobile devices.

Many companies claim that their CRM software products are simple to use. When we spoke with a Salesforce sales rep, we were told that the software offers an easy-to-use interface that doesn’t require much of a learning curve. To test this, we demoed the software ourselves.

One thing we immediately liked about Salesforce is its customizable dashboard. When you log in, the dashboard greets you with a wide range of report widgets that give you a bird’s-eye view of how your business is performing. Sales reps can also see real-time summaries of their own numbers and customer data. You can customize the dashboard to show you everything from quotas and pipelines to key opportunities, leaderboards, team summaries, sales numbers and many other types of data.

We also liked how easy it was to navigate the software. There is a simple navigation bar at the top of the window. Each tab is separated into the categories, such as Home, Contacts, Accounts, Leads, Campaigns, Opportunities, Forecasts Files and more. This layout made it very easy to get to where we wanted to go. We didn’t have to search around for what we needed — something we did have to do on several other CRM software products. As part of the dashboard’s customizability, you can also reorganize each tab or add your own to cater navigation to your preferences.

Furthermore, we were impressed by how organized each tab was. All data is displayed in a simple list, with links to each contact, account, lead, campaign, etc. The right-hand column also includes a Shortcut widget and Recent Items widget, so you can quickly get to your most recently opened items.

We were also fans of the software’s social capabilities. Salesforce’s social media function and news feed work very much like Facebook, making it very familiar and easy to use. You can easily browse the news feed and post status updates, upload files, share links and more, right from the dashboard.

To try Salesforce yourself before purchasing it, sign up for a free trial here.

Salesforce is all about streamlining the sales process to help your business close sales quickly and easily. To this end, the platform comes with all the features a small business needs to grow using a sales- and insight-driven approach. Everything is done in an efficient and automated way, and the software is designed to provide all of the information you need to manage contacts, find leads, turn prospects into customers, run more efficient marketing campaigns and much more.

Contact management. Salesforce offers a robust contact management system that lets you do more than a traditional address book would. In addition to storing phone numbers, addresses and other contact information, the software keeps other important data to give you a 360-degree view of each customer. For instance, each customer profile includes critical data like activity histories, deals they’re a part of, past communications (and which sales reps are communicating with them), where they are in the sales funnel, and internal notes and discussions. Profiles also automatically populate contacts’ social media accounts — including LinkedIn, Facebook, Twitter and YouTube — so you can instantly respond to questions, concerns and what they’re saying about your company online.

Lead generation. The benefit of Salesforce’s lead-generation system is twofold: It lets you make smarter marketing decisions while giving you all the tools you need to turn those prospects into sales opportunities. First, the software gives you a big-picture view of each lead by tracking them all the way back to which campaigns and marketing channels they came from, including social media. This lets you see where your marketing efforts are and aren’t working, as well as which have the most impact on your sales pipeline. Next, Salesforce captures each lead’s most recent activities and contact information, and then automatically assigns them to the right sales reps for timely follow-ups.

Opportunity management. Salesforce lets you efficiently manage opportunities and quickly close sales with built-in deal evaluation and quoting tools. In just a few clicks, reps can create detailed PDF quotes that automatically populate pertinent data — like customer information, quantities, pricing, payment terms, delivery information and more — and email it to the customer directly from the Salesforce platform. The software can also show you the value of each deal and the current stage of the deal, as well as track activities and receive alerts as accounts progress through the sales process.

Forecasting. Manage sales forecasting in real time. Sales reps can quickly create sales forecasts that include all types of details, from monthly and periodic quota attainments to categories, revenues, contract values and customers. You and other members of your team can then review and adjust these forecasts in real time as you see fit and help sales reps reach their goals.

Reports. Salesforce aims to make it easy to generate and analyze reports. It features drag-and-drop reporting tools that include real-time charts, graphs and the ability to zero in on categories and the smallest details. Reports also appear in the dashboard, so you get all the data you need as soon as you log in.

Collaboration. Salesforce offers built-in social tools to help sales reps and other members of your staff collaborate to further drive sales. The platform includes features like a social news feed to allow for open discussion and the ability to share files, insights, data, sources, leads and more.

Automated workflow. Guide sales reps through the sales process with automated workflow, which takes them through the different stages of each deal without requiring you to be there. You can automatically assign tasks, make recommendations and respond to approval requests (such as expenses, discounts and order placements) to make the process even faster.

Mobile access. Access your CRM on the go with the full-featured Salesforce1 Mobile App. Just like the desktop version of Salesforce, the mobile app gives you access to your Salesforce dashboard; contacts and social profiles; sales and lead-generation tools; files; and more. The app also includes collaboration capabilities, so you can update your team on deal statuses and get help as you need it, wherever you are.

One of the biggest benefits of using Salesforce is that it offers nearly endless possibilities for expanding its core functionalities. The end goal is to cater it to your business’s unique needs to get the most out of the software. This is all done using extensive third-party integrations via the Salesforce AppExchange. There, you can find hundreds of third-party integrations to make your CRM work with the solutions your business already uses — and new ones to help it grow.

To illustrate, here are five examples of the robustness of Salesforce’s capabilities when they’re integrated with other business apps:

  • Real-time data. Connect Salesforce with industry resources like and Dun & Bradstreet (D&B) for the most up-to-date information on prospects, contacts and businesses. Salesforce says this helps to eliminate hours of research to find fresh leads and update data, so reps can dive right into calls, evaluating opportunities and selling.
  • Outlook integration. Access Salesforce data directly from Outlook. Salesforce Email Connect lets you view, add and edit contacts, create new deals, respond to customers, view calendars, send invites and more — all from your inbox. Data is also synced in real time, so you don’t have to worry about manually updating information on each platform.
  • Marketing automation. Use Pardot Marketing Automation to create, launch and manage marketing campaigns straight from your Salesforce dashboard. Features include lead generation, prospect evaluation, targeted email marketing, Google AdWords integration and return-on-investment analysis to assess campaign effectiveness.
  • Sales performance management. Salesforce’s own app helps you motivate and manage sales teams to help them reach their goals. The app also lets you evaluate performance, coach reps and track their progress on monthly, quarterly, yearly, per-project or goal-based metrics.
  • Customer service. Use to provide multichannel customer support; then integrate those communications automatically with your Salesforce contact profiles.

The Salesforce AppExchange offers third-party integrations in a wide range of categories, such as sales, customer service, marketing, human resources, finances, enterprise resource planning, collaboration, analytics and IT.

When we asked a Salesforce sales rep about these integrations, we were impressed that many of them can be used straight inside the Salesforce platform, to help your team be more efficient and productive. In contrast, some competing CRM software products only integrate data, thus requiring you to access multiple apps to get the job done.

Find out more about the Salesforce AppExchange here.

Of the many CRM software we evaluated, Salesforce offers one of the most comprehensive customer support systems. A toll-free customer service number and a live-chat feature are available on the company’s website, so you can reach a real person whenever you need help. We were able to easily contact the Salesforce sales team, and the sales rep was happy to answer all of our questions without pressuring us to purchase a plan.

In addition to live support, the sales rep we spoke with said the software offers plenty of other help resources to assist you in implementing, using and troubleshooting Salesforce. He gave us a link to the company’s Success Services page — which includes information on one-on-one help, training, certification and other support services — as well its YouTube page, where you can watch how-to videos and demos of Salesforce in action.

Salesforce also has a dedicated Community page, so you can find help yourself. It includes a community forum, where you can browse common issues or post your questions to get an answer from fellow Salesforce users. This section also contains official Salesforce documentation, which offers a library of guides, how-to videos, articles and other online help resources to learn more about the software and resolve issues. You’ll also be able to find for-hire Salesforce developers to help you implement and customize the software to fit your needs.

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Top 5 Customer Relationship Management Trends for 2016 & CRM Best Practices

Customer Relationship Management
Customer Relationship Management (or CRM) is back! What a difference a few years makes. Not too long ago, surveys were reporting that 70-75% of all CRM initiatives failed. That was yesterday. This is today. While CRM implementation results leave a lot to be desired, it is amazing what can happen when institutions go from treating CRM as an ad hoc “skunkwork” operation to treating it as a formally constructed corporate initiative. Don’t say we didn’t tell you so.

The fact that you’re at this site likely means that to CRM or not to CRM is not the question. The question is how to do it effectively? How do you create the strategy/vision, manage expectations, how do you organize around the customer, and how do you implement CRM best practices? The answer to these questions lie not only in the imagination but also in the execution of technology. For this reason, you will find plenty of tech talk on these pages. Don’t shy away from these areas as these issues are well within the marketer’s purview and quite frankly, the devil is in the details. Overall, within this site, we tend not to take an IT-dominant view of CRM but more of a business strategy view of CRM and fit the IT-components into the business strategy. And at other times, we bring it down to the very tactical level.

Before we leave this introduction, we want to echo a point of view by Bryan Pearson of Alliance Data Systems on a subject that has been truly Continue reading “Top 5 Customer Relationship Management Trends for 2016 & CRM Best Practices”

CRM models : The Payne’s Five Forces Model

The Payne’s Five Forces Model

This is a far reaching model created by Adrian Payne’ The model recognizes five center procedures in Customer Relationship Management CRM, for example, the methodology improvement handle, the worth creation prepare, the multichannel joining process, the execution evaluation process and the data administration process. They can be assembled into key CRM, operational Customer Relationship Management CRM and explanatory CRM.

Payne (2006) additionally presented a key structure/model for Customer Relationship Management CRM comprising of five bland procedures, for example, Strategic Development, Value Creation, Multichannel Integration, Information Management, and Performance Assessment.

The Strategy Development procedure is worried with incorporating the Continue reading “CRM models : The Payne’s Five Forces Model”

The Theoretical Customer relationship management Framework

The researcher in this chapter intends to point out the product of the knowledge acquired from the review of past literature on the subject area combined with the analyses obtained from the findings on the data gathered along the questionnaire.

5.2 The Theoretical CRM Framework

The theoretical framework the author is to use comprises a series of three components, such as: Government, Investor, and Performance Evaluation. These components are relied on the past frameworks from Dasai, Forrester, Payne and Frow.

In fact, the Government and the private sector should be involved for a successful use of CRM in Cameroon microfinance industry. Thus, there should be a measure of substantial exchange of responsibilities from the both sides. In matter of fact, the Government, sets conductive business environment for the private investor in perspective to set its business. The performance evaluation of both components acts in order to evaluate their performance and, if any, can identify it and sort it out. Using this mechanism, a competitive environment will be Continue reading “The Theoretical Customer relationship management Framework”

Customer Relationship Management and the Customer Differential

Customer Relationship Management CRM and the Customer Differential (2.1.4) Origin, Emergence, Change, and Aim of Customer Relationship Management
CRM results in the technology of sales automation and call centre operations since the mid-1990s with the aim to obtain information about customer preferences stored in databases.

Through interaction and processing, companies created more customized offerings; and CRM was developed to secure and manage long-term customer relationships. Similarly, e-business concepts evolved and were merged together with CRM concepts, so that it can be said that CRM consists of many applications, addressing the needs of customer-facing functions supported by business analysis tools to make use of databases (Osarenkhoe and Bennani, 2007, p.145).

Hence, Donaldson and O’Toole (2002) early stated that CRM has its antecedents in services marketing and entails a change from transaction-based to relational-based marketing. It aims at reducing costs in keeping customers rather than acquiring new ones, so that retention, loyalty and defection yield economic arguments, such as customer profitability and lifetime value of customers. In the last decade, the subject of strategic relationship management shows how relationship management and marketing became a powerful instrument to develop long-term customer relationships; the relationship-based approach became a new way for marketing management more effectively.

According to Osarenkhoe and Bennani (2007) “Trust and satisfaction are central for relationship success and constructs such as commitment, trust and relationship quality help the emergence of customer retention and long-term customer relationships” (Osarenkhoe and Bennani, 2007, pp.145-148). A consistent, positive customer experience across all channels, media, and sales, marketing and services functions can increase customer loyalty (Nykamp, 2001, p.3). Continue reading “Customer Relationship Management and the Customer Differential”

CRM : a viable strategy for the retail industry?

Customer Relationship Management: a viable strategy for the retail industry?
This paper uses as its focus the traditional U.K. retail industry at a time when competition from newer channels is increasing. Research into other industry sectors has proven that well planned and executed customer relationship management strategies can increase profitability by improving customer loyalty. Many areas of the retail sector appeared to have neglected the benefits of CRM strategies, and where attempts have been made to implement CRM one or more of the vital constituents – employees, customers and shareholders have been neglected. The true barriers to CRM implementation are often thought to be financial or technological, according to research into other industry sectors. In reality however, financial and technological barriers are less problematic than organisational change, cultural and people barriers.

The results of the retail survey carried out by the researchers support their original idea that few sectors of the traditional UK retail industry have implemented CRM strategies, and those that have are still are the early stages in the cycle. The survey questioned retailers on 3 main areas – The Company; IT Strategy and Future Strategy. Results for each for area are presented and change implications are discussed.

Introduction :

The retail industry in the United Kingdom continues to be one of the nation’s most important. Traditional retailers are under Continue reading “CRM : a viable strategy for the retail industry?”