Can an online business that wants to venture into the e-commerce eco-system actually survive without a proper CRM? The answer, in the final days of 2014 is as loud as clear: No. With competition rising and companies trying to reinvent the way leads turn into customers, new and returning alike, there is no better moment than to give CRM a proper shot. This is an overview of online customer relationship management tools and the profile of companies willing to spend an extra dollar just so they can get closer to potential and existing customers.
CRM Tools to Choose From
First off, let’s start with what choicesdo businesses have. Depending on the direction of business, you can choose between 4 major types of CRM tools:
- The Leaders – oldest CRM software on the market, they cover business needs on an international scale, hold market shares and scalable, measurable data-driven results. Top 3: SalesForce, Nimble, Microsoft Dynamics CRM.
- The High Performance – almost matchable to the Leaders in terms of performance, satisfaction, reliability, however they do not hold market shares or enough data. Top 3: PipelineDeals, Workbooks, Salesnet.
- The Contenders – highly valuable resources and options, great performance, however they lack data-driven results and the user list is relatively low. Top 3: Oracle CRM, SAP CRM, Sage CRM.
- The Niche Vendors – these CRM Tools perform extraordinary, however they are limited to regional factors (language, tools, indicators etc). Top 3: Zoho CRM, ACT!, Goldmine.
User Ratings of CRM Tools
The most frequently used CRM tools were rated based on Satisfaction, G2 Score (Score on the G2Crowd review platform), Name, # of Ratings and Market Presence. PrintScreens were taken from the G2Crowd review platform for Satisfaction, G2 Score and Market Presence.
The top 5 most satisfactory CRM tools are: Workbooks (97), followed by Nimble (96), PipelineDeals (95), Salesforce (91) and Salesnet (87). 3 out of 5 tools are from the High Performance group, while the remaining 2 are from the Leaders group. (Image 1)
G2 Score Review
Top 5 most rated CRM tools were SalesForce (88), Nimble (73), Workbooks (70), PipelineDeals (70) and Microsoft Dynamics CRM (67). Out of 5 most rated CRM tools, 3 of them belong to the Leaders group, while the other 2 belong to High Performers group. (Image 2)
Top 5 most rated CRM Tools in terms of Market Presence are Salesforce CRM (86), closely followed by Microsoft Dynamics CRM (83), Oracle Siebel (67), SAP CRM (65) and Sage CRM (64). 2 out of 5 tools belong to the Leaders CRM group, while the other 3 belong to the Contenders group. (Image 3)
CRM “Consumers” – Businesses Using CRM Tools
According to UXC Eclipse’s case studies, there are roughly 5 types of businesses that use CRM Tools, and these are:
- Any business that have a Sales Department and plan to activate in the e-commerce scene. A CRM software will help the sales team to identify customer behaviors, trends, providing assistance in selling, up-selling or cross-selling products, as well as getting closer to closing deals.
- Any business that have a Marketing consultant. Statistics and data about customers can help a marketer build the campaign and strategy that actually sells.
- Any business that use online payment systems and accounting tools. Creating quotes or invoices, tracking and performing follow-ups are crucial in keeping the financial health of your organization.
- Any business that values their customers. Customers are the most valuable asset when striking for success. Keeping your customers happy means being true to your mission and vision and respecting not only those who purchase your goods, but also the brand identity your company has built over the years or months..
- Any business that values efficiency. Translation of efficiency: work done in less time, with less money spent, using all the available resources. Translation: automation tools such as CRM tools that help save effort, time and money.
Ask yourself where do you stand as a business owner, as an entrepreneur, as a company and as a leader, then choose the most appropriate CRM tool. Remember to respect yourself and your clients more than anything else. Stay away from bad publicity and don’t give satisfaction to your competitors.