Customer relationship management software and customer experience management software streamlines the way businesses interact with their niche market. CRM tools collect and analyze prospective customers’ information and make it easy for companies to automate their B2B sales processes with this information.
Key Takeaway - D2C, B2C, and B2B eCommerce businesses use customer relationship management software to engage and build relationships with new and existing customers. CRM technologies enable sales, marketing, and support teams to collaborate across departments using the same centralized data and objectives.
Some AI-assisted CRM software can forecast leads and deals, identify prospects for conversion, improve omnichannel customer experience, manage customer relationships, and direct big sales teams' efforts with user-friendly recommendations. Every business has different CRM requirements that only the best customer relationship management software can offer.
Let’s review the best customer relationship management software for businesses. We’ll also look at the features of CRM software and what you should consider when selecting customer relationship management software for your business.
What is a Customer Relationship Management System?
A customer relationship management system is a tool that helps business owners manage all interactions with potential and existing customers. CRM systems nurture new relationships from acquisition to purchase and optimizes your brand's customer experience management strategies.
The system also improves communication with existing customers and increases customer retention and loyalty. A CRM tool’s main objective is to enhance customer interaction and experience.
CRM combines information from many customer touchpoints, minimizing repeat communications or context gaps between departments. For instance, CRM software lets your support staff remain informed about the customer's journey throughout sales and eCommerce marketing.
So, which CRM tool is best for your business needs? Let’s find out!
5 Best Customer Relationship Management Software
BlueCart is an all-in-one eCommerce CRM solution for wholesalers, food distribution businesses, restaurant businesses, hotels, and other food service businesses. The software offers an intuitive solution for managing customer interactions and building customer relationships.
The BlueCart Sales Rep App enables your sales team to complete every aspect of their work more quickly and effectively. In addition, every consumer can benefit from eCommerce personalization with the in-built reporting and analytics feature.
BlueCart also helps your product development team. For instance, when introducing new products to a customer, the BlueCart CRM solution allows you to leverage order history and commonly purchased products to determine the greatest cross-sell and up-sell prospects.
Similarly, you can keep track of any invoices that need to be paid and any other eCommerce accounting issues that need to be resolved. In addition, BlueCart payment solutions can be integrated with customer relationship management software, making it easy to streamline billing processes.
- Salesforce CRM
Salesforce cloud CRM platforms offer B2B companies many CRM customization options. The in-built flow builder allows you to automate your business process flow. Salesforce also enables integration with third-party B2B sales lead generation and eCommerce marketing platforms like MailChimp.
The Salesforce interface has a simple navigation. Thanks to the CRM software's straightforward interface and flexible structure, it is simple to keep on task when working on a particular project or nurturing a new lead.
Salesforce CRM is an excellent tool for rapidly expanding businesses. Business packages can be upgraded as your firm, and your customers' needs change over time to include more sophisticated tools like forecasting and AI-powered assistants.
- Oracle NetSuite CRM
Midsize e-commerce businesses can better analyze their consumers' purchasing patterns using Oracle's NetSuite CRM platform. Oracle's NetSuite is a cloud-based ERP system with CRM capabilities.
The CRM module aids businesses in getting the most out of each client encounter at every point of contact. Oracle NetSuite’s platform is ideal for business owners who want to give their customers the most outstanding experience possible.
Marketing, sales, customer service, and technical support are just a few of the areas that NetSuite organizes, automates, and synchronizes. For instance, the CRM dashboard features monthly data analysis, ongoing campaigns, new leads, and key performance indicators.
- HubSpot CRM
HubSpot is a fantastic choice for sales teams aiming to boost productivity by merging data from various third-party software providers. Businesses can quickly and easily link third-party applications to sync and filter customer data while automating business processes.
The CRM platform from HubSpot streamlines business operations like marketing, sales, customer support, content management, and operations. Organizing, tracking, and expanding your funnel is straightforward with HubSpot CRM.
HubSpot CRM is compatible with third-party software platforms. The platform’s customer relationship management software can monitor your sales operations' productivity and performance. HubSpot CRM also gives actionable insights to improve interaction and retention.
- Pipedrive CRM
Pipedrive is a sales management application for small teams that helps to ensure crucial tasks and discussions won't be overlooked by visually representing your sales pipeline. Pipedrive is an excellent CRM solution for companies needing an effective visual sales pipeline.
Using customizable pipelines and fields, you can improve workflows between departments and optimize your current workflow systems. Pipedrive also enables you to interact with customers and team members while on the go, thanks to a robust mobile app.
3 Things to Consider When Choosing Customer Relationship Management Tools
The customer relationship management software reviewed above offers excellent features and benefits. However, you must choose the right one for your business based on your needs.
It’s very easy to fall into the trap of purchasing CRM software that will end up being too complicated to use. For instance, some customer relationship management software may have advanced features that are so overwhelming and a not-so-easy-to-use dashboard.
Let’s look at some things to consider when choosing CRM software for your business.
- Budget
A typical CRM tool can cost from free to upwards of $900 per month. Therefore, setting your budget before investing in any tool is crucial. In addition, while the features may be enticing, consider if your business can afford to continue using the software in the coming months.
Include this budget in your business plan, either a restaurant business plan, catering business plan, or bakery business plan. This will help you stick to the budget and not go overboard.
- Features
You are investing in CRM software to automate how you interact with potential and existing customers. A CRM tool also helps you understand what your customers want.
When choosing a CRM tool, look for the basic features first. Then, you can list what you need in a CRM tool. Asking your team members is also a great idea.
However, investing in an all-in-one eCommerce software can streamline your customer relationship management process. These tools can also automate other business processes.
Tools like BlueCart offer other features, including order management, procurement management, payment processing, inventory management, invoice processing, and warehouse management systems. With this top-notch eCommerce platform, you can get more for your business.
- Ease-of-Use
Many businesses invest in tools that are either too difficult to navigate or not so user-friendly. When selecting your ideal customer relationship management software, check for user-friendliness.
Is the dashboard easy to navigate? Can your team members handle basic customer relationship management tasks? Is it compatible with other software? Ask these questions before deciding.
5 Top Features of CRM Software
What exactly should you look for in a CRM tool? Let’s find out.
Here are some standard features you can discover to help you decide which CRM systems will best suit your company's needs.
- Reporting and Analytics
Your CRM software must have a robust and in-built reporting and analytics feature to monitor customers’ data and purchase patterns. The marketing and sales departments rely on this feature to launch targeted campaigns and improve customer interactions.
Some of the data your CRM software should track include:
- Leads
- Customers’ buying behaviors
- The number of outbound calls your team makes
- eCommerce conversion rate
- Bounce rate
- eCommerce email marketing metrics
- Website eCommerce KPIs
- Customer Data Management
Customer data management is a crucial feature of any CRM software. The software you choose must be able to collect, organize and segment customer data from different sources and channels.
- Interaction Tracking
The essence of a CRM tool is to improve customer interactions. Therefore, it is only logical that the software you choose can track customer conversations. It should also be able to monitor other interactions with your business on your website, social media channels, email newsletters, and other sales or marketing funnels.
- Lead Management
The customer relationship management software you select must be able to manage sales lead funnels. It should also streamline how you manage lead conversions and customer acquisition processes.
- Workflow Automation
CRM software streamlines and automates sales and marketing processes. When choosing a CRM tool, look for a robust platform compatible with other software you use to automate your workflow.
Frequently Asked Questions About Customer Relationship Management Software
Customer relationship management software is an excellent investment for your business. However, it is essential to consider your sales and marketing processes and your business needs before making the final purchase decision.
Let’s answer some frequently asked questions about customer relationship management software.
Why is CRM so Important?
CRM is important because it can sort, analyze, and prioritize your sales leads. A CRM system helps your sales and marketing teams concentrate on opportunities likely to close and convert. Your business also gets the data they need for cross-selling and upselling.
How Do I Know if My Company Needs a CRM?
Your company needs CRM software under the following conditions:
- Inability to keep up with the lead flow
- Frequent loss or mix-up of data
- Communication gap across various customer-facing teams within your organization
- Dwindling customer service operations
What are Some of the Modern Trends Today in CRM?
Here are some modern trends in CRM:
- Mobile and Social CRM
- Voice and Conversational UI
- Third-party Integration
- Self-Service CRM
- Conversational Tools
- Artificial Intelligence
- Internet of Things
- Customer Experience
- Usability
Keeping It Real
Take your business to the next level with customer relationship management software. The best way to understand a CRM system's benefits, features, and offerings is to use one. Improving customer interaction will lead to more sales opportunities and a high ROI.