CRM Software

What is CRM Software?

Customer Relationship Management (CRM) software offers centralized tools for storing, organizing and analyzing important customer data. While worthwhile, keeping excellent data records can be time-consuming and prone to error when done manually. CRM software therefore helps to convert leads, retain existing customers, and improves internal processes. 

CRM systems, be they through integrations with other Customer Experience (CX) tools or simply as stand-alone systems, can be beneficial across departments, from marketing and sales to customer support. Centralizing all of your customer, lead, and sales data into one powerful CRM platform can streamline processes, improve lead conversions, drive sales, and help shape companywide decisions regarding new or existing business.

Key Features and Capabilities of CRM Software  

  • Customer profiling
  • Contact management
  • Calendar integration and management
  • Interaction tracking
  • Task management
  • Email integration
  • Social media integration
  • Lead management
  • Sales pipelines
  • Lead scoring
  • Lead tracking
  • Workflow automation tools
  • Document storage
  • Customer lifecycle management

Additionally, CRM platforms also integrate with other customer-focused platforms, such as customer intelligence software. With CX now being a top factor of consideration for businesses of all sizes, incorporating granular customer insights is essential to improving customer service, while also delivering timely personalized recommendations that are attuned to the needs of varying audiences.

Key Benefits of CRM Software  

  • Centralized customer data: Top CRM platforms essentially offer sales and service teams the ability to communicate with a customer via a single profile. This is done by integrating interactions from multiple communication channels, thereby delivering omnichannel communications through one unified platform – as opposed to having to toggle between multiple applications.
  • Streamlined access for sales and service teams: While centralized customer profiles contribute to smoother collaboration between teams thanks to a single-pane-of-glass interface, task management capabilities enable team members to create, assign and share tasks in order to stay on top of day-to-day duties.
  • Automation of repetitive tasks: Configuring workflows within a CRM can allow teams to automate common and mundane tasks, so precious time can be freed for more pressing responsibilities, or for tasks that require strategic attention.
  • Personalized recommendations: CRM systems, together with customer journey mapping tools, can help marketing teams deliver personalized recommendations that are carefully customized and timed to the unique needs of each customer, in order to resonate better – while also driving sales.

Have more questions about CRM software? Visit our CRM FAQs to learn more.

Top 10 CRM Software

SYSPRO / NetSuite / Salesforce Service Cloud / Monday.com / SAP S/4HANA / Oracle ERP / Pega Platform / Maximizer / Insightly / Act!

WH Score
8.6
Keap
58reviews
Starting Price:$129 per contact / per month
Keap CRM is a customer relationship management (CRM) software designed specifically for small business owners. It helps to manage customer interactions, automate workflows, and provide insights for growth. 
WH Score
8.5
Microsoft Dynamics 365 Business Central

Microsoft Dynamics 365 Business Central

505reviews
Starting Price:$0 per user / per month
Microsoft Dynamics Enterprise Resource Planning Software is a line of business management software consisting of four separate products owned and developed by Microsoft Corporation. The products include; Dynamics SL, Dynamics AX, Dynamics GP and Dynamics NAV. While each product has been engineered w...
WH Score
8.5
Zoho CRM
228reviews
Starting Price:$14 per user / per month
Zoho CRM specializes in tailoring customer systems that allow users the freedom to focus on their core business while an automated CRM solution performs key workflows, such as e-mails, broadcasts and updates. The result is increased productivity and an enhanced sales processes.  
WH Score
8.5
Nimble
53reviews
Starting Price:$24.9 per user / per month
In today's market with a generous amount of CRM services, it is somewhat cumbersome search for an alternative that allows us to connect with our customers in an environment where social networks are the means of communication par excellence. Nimble was founded with the goal of unifying all our commu...
WH Score
8.5
Salesforce Sales Cloud

Salesforce Sales Cloud

96reviews
Starting Price:$25 per user / per month
Salesforce CRM is the leading cloud-based CRM software solution in the market. It is scalable, highly secure, mobile, and promotes collaboration between employees of the organization. Leads can be nurtured better and then moved on to the next steps at the right time. Similarly, marketing campaigns a...
WH Score
8.5
Kinetic
31reviews
Starting Price:N/A
Epicor ERP is a worldclass Enterprise Resource Planning business management solution used by over 20,000 customers in more than 150 countries. It is a single, end-to-end software solution used mostly by mid-market firms. It is guided by user needs in the current market. It is also built on 100% Micr...
WH Score
8.5
GreenRope
37reviews
Starting Price:$99 per contact / per month
GreenRope is a complete CRM and marketing automation system based locally here in San Diego. GreenRope's mission is to provide the most innovative and complete sales and marketing platform, backed by the best service and support, to enable maximum ROI and growth.  
WH Score
8.4
Pipeliner
118reviews
Starting Price:$65 per user / per month
Pipeliner is a cloud-based customer relationship management (CRM) software designed to help businesses streamline their sales processes and improve customer interactions. Pipeliner CRM is a tool that enables sales teams to manage leads, opportunities, and customer relationships from one centralized ...
WH Score
8.4
ClickUp
15reviews
Starting Price:$0 per user / per month
ClickUp is a cloud-based project management tool designed for the sole purpose of streamlining team collaboration and productivity. What sets ClickUp apart is its flexibility, allowing users to customize the platform to their team's unique needs. With a wide array of customizable views, layouts, and...
WH Score
8.4
Zendesk Sell
27reviews
Starting Price:$20 per user / per month
Zendesk is a professional software designed to deliver better customer service. It utilizes all communication channels (including social networks), manages communications, and maintains perfect order in handling requests. 

Learn more about CRM Software

Are CRMs part of sales or marketing?

CRMs are characteristically designed to assist sales and service teams, as agents in these departments are in the frontlines of answering customer inquiries, or attending to complaints/feedback. While marketing teams may not directly use the core functionalities of CRMs, they may find value in accessing any inbuilt reporting and analytics tools, if available.

Additionally, marketing teams can assist other teams that do actively use CRMs, by configuring custom workflows in order to automate common tasks, implement customer self-service tools, or deliver personalized recommendations directly within the CRM – based on insights derived from reporting tools.

Is a CRM a database?

CRMs are based on customer databases, all of which are connected to one another. But a CRM is more than just a collection of databases; it's an entire system, complete with an easy-to-navigate user interface that allows sales and service teams to interact with prospects/customers. Additionally, CRM systems also offer analytics across all the information in the system so that you can analyze that data to spot opportunities, issues, or trends to inform your decision making. 

What is the difference between CRM and CDP?

Although CRMs and Customer Data Platforms (CDPs) are both solutions that are utilized for customer engagement and management, there are key differences between each. The main difference between CRMs and CDPs, however, lies in their core functionalities; while CRMs are systems that offer sales and service teams a set of tools to interact with customers across any channel of their choice, CDPs build centralized customer profiles by ingesting, analysing and unifying customer data from multiple channels.

Typically, CDPs connect with CRMs, so business teams can obtain deep customer insights directly into the latter, via the former. This integration then helps teams to automate tasks, customize recommendations, and contextually interact with customers – directly from the CRM interface.

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