To fully utilize your small business CRM software it is vital to explore who will be using the technology and how it will be applied. Too often, the decision makers of a small or medium sized business choose a system that doesn't translate to the purposes of their customer service representatives or their sales people.
It is all too common that a CRM solution is purchased and integrated with high expectations only to be met with disappointment in under-use or frustration with functionality. This most often occurs when the main users of the program are left out of the discussion prior to purchase. Customer service reps handle most of the incoming calls for an organization and they must be able to accurately log a call, describe the details of the call, and initiate any further action warranted by the call, either by the customer service department or another party in the company.
Sales people should also be able to tap into this technology to handle calls that come in through customer service or relay messages back to them. They should have a voice in choosing the
CRM software as well.
Options such as ACT! or an ACT upgrade, Goldmine CRM, Microsoft Dynamics, and others offer a range of features and functions. Consider all options
including web-based CRM software with your business purpose and usage for the software before finalizing your decision.
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ACT! is a widely used CRM software. An ACT upgrade to your current system maybe warranted if you need more advanced features or if you are simply outgrowing the current edition. With the ACT database, there may be a greater degree of difficulty in use, as it has a wide range of functions, many of which may not pertain to your particular business set. It is also very marketing focused, which is good if you staff a large number of sales people, but may fall short in the customer service arena.
Goldmine CRM is another common choice for customer management. It typically works well for the very small company with a limited number of users. However, this CRM tool may not have the capacity if your company undergoes a period of high growth, a time that might not be best suited for a technological overhaul.
NextCorp, Ltd. may have the answer. They carry SMB Suite based on Microsoft Dynamics
and the SMB CRM tool is currently considered best in class. It offers high compatibility with other software programs, has advanced features intended to grow with the needs of your company, and is considered very user-friendly with great support. It offers a cost-effective choice for your
small business CRM software solution.