CTI is best optimized when integrated with business productivity applications, such as your CRM (customer relationship management) system. That’s when you begin to experience the combined power of communications and information.
Sales managers, for one, know the immense difference the right CRM system, alongside their CTI, can make. Here are their top 10 CRM systems.
Salesforce was initially launched as a sales automation software in 1999, under the management of Marc Benioff (former Oracle executive), Dave Moellenhoff, Frank Dominguez and Parker Harris. It has since become the leading CRM system today, with more than 100,000 global clients. The company is based in San Francisco, California.
One of the drivers of Salesforce’s success is its scalability. It can help businesses of any size – small, medium and large.
Its features include comprehensive contact management and sales activity tracking, marketing campaign management, and analytics and forecasting. It is a fully mobile, cloud-based system. So, you can use it wherever you are, across different devices. You can integrate it into your business processes, regardless of your size; and get full functionality and scalability at affordable rates.
2. Zoho CRM
Zoho CRM is by Zoho Corporation, which started operating as AdventNet Inc. in 1996. It is based in California, and has development offices are in India
Zoho CRM is part of an extensive suite of business applications. It is also the company’s best-selling one.
The application offers the gamut of client/lead management features, including multi-channel conversations, sales automation tools, opportunity tracking via SalesSignals, and gamification. Gamescope, its gamification component, allows you to introduce competition among your team members. Ideally, this levels up the productivity of your teams. It also offers advanced segmentation and analytics, which gives you data-driven analyses of your sales operations at every stage.
Zoho CRM is customizable. You can add to and re-organize the system’s 15 standard modules according to your requirements.
3. Microsoft Dynamics CRM
Microsoft Dynamics CRM is part of the Microsoft Dynamics line of ERP (enterprise resource planning) and CRM applications. The app is, of course, developed by the venerable global IT giant, Microsoft, which has headquarters in Redmond, Washington. The CRM application is available separately from the rest of the Microsoft Dynamics suite. It can be installed in your own servers or availed of online as a software-as-a-service (Microsoft Dynamics CRM Online).
The CRM app provides the full CRM spectrum through its Customer Service, Sales, Project Service Automation, Field Service and Marketing modules. You can choose individual modules to start with, and then just add the rest as needed.
Microsoft Dynamics CRM helps you automate sales interactions, organize customer and lead information, track sales opportunities, and analyze data.
Another California-based company, SugarCRM develops the SugarCRM line of customer relationship management systems. This includes Sugar Professional, Sugar Enterprise, Sugar Ultimate and Sugar Community editions. The Community Edition is open-source and available for free until version 6.5.
SugarCRM is touted as the most adaptable CRM platform. It is easy to integrate with your other business applications, and delivers critical marketing, customer service and sales data. You can customize the software according to individual preferences, and access the app across different devices.
Its features include marketing campaigns, Mobile CRM, sale automation, Social CRM, and analytics and reporting.
Zendesk is somewhat synonymous with their customer service product. It has since built upon this to include a family of products that develops and facilitates better customer relationships. Its developer, Zendesk Inc., is based in San Francisco, California and has worldwide satellite offices. It serves more than 80,000 clients around the world.
The Zendesk family of products include Connect, Explore, Support, Help Center, Chat Talk and Message. These work seamlessly together for comprehensive customer service management. Written in Ruby on Rails, you can easily integrate these products with other applications.
ConnectWise is a Florida-based company that offers a suite of business process automation applications, which includes CRM, ticketing and project management modules. It is an award-winning software suite that serves more than 100,000 users, to date.
With the suite, you get a complete tool for information gathering and centralization, business process automation, real-time operations visibility and improved customer support. It comes with a customizable dashboard and reporting system. ConnectWise can be integrated with more than 300 third-party applications.
7. Infusionsoft CRM
Infusionsoft is a Chandler, Arizona-based company that provides marketing and sales platform for small- to medium-scale businesses. The platform includes modules for CRM, lead capture, marketing automation and streamlined customer lifecycle. Their CRM system is web-based and scalable. It can be accessed across different devices.
As with the other CRM systems, Infusionsoft CRM provides you with comprehensive analytics tools to help you make informed marketing, sales and resource allotment decisions.
NetSuite Inc. is a California-based company that provides business software services, including CRM. The applications are cloud-based and accessible from anywhere and across all computers and mobile devices. The business software suite is best for small- to medium-scale businesses. Oracle (9th on this list) will soon take over as a purchase deal was finalized in November 2016.
The NetSuite cloud CRM solution provides your with a 360 view of your customers. This includes a complete view of all customer interactions and transactions, upsell / cross-sell and renewal management, and invoicing. You can also improve your team’s sales performance through forecasting and commission management.
Another global IT giant, Oracle, has dipped into CRM through its Oracle CX Cloud Suite. The suite of applications integrates customer relationship management with marketing, social, sales, service, commerce and CPQ (configure, price and quote) modules. What you get is an improved customer experience. At the core of Oracle CX is a complete and extensible customer experience solution that differentiates and improves your business results.
10. Google Apps
Google Apps refers to a set of web applications by California-based giant, Google. This includes Google Docs, Google Email, Google Mobile and Google Sites. The term may be loosely used alternately with G Suite, which refers to Google Cloud applications.
There are several CRM applications that integrate easily with Google apps. Some are available for free. Others charge fees based on users or usage. Popular ones include Insightly, Applane CRM, eStreamDesk, and Solve360. An advantage with this set-up is that you can try out a variety of applications prior to committing to use one or two, based on your requirements.
FREE WHITE PAPER: Moving the CX Needle: Ways to Measure Success in Customer Experience
How do you measure customer experience?
Latest posts by Dan Sincavage (see all)
- Understanding the GDPR: General Data Protection Regulation - December 6, 2017
- MiFID II: What It Means For Your Business And How To Be Compliant - October 26, 2017
- Sales Gamification 2017: Apps, Tips, and Issues You Need To Consider - October 10, 2017