It doesn't matter what niche you work in and what your business is about. Any small company The problem is that it's competition. Moreover, you need to compete not only with large sharks, but also with similar small fish. And among huge amount companies you can be distinguished by one thing important quality- the ability to work well with customers, to serve them well.
This is impossible without the introduction of a CRM system for small businesses, which helps to bring any business to a completely different level. It will allow you not to miss customers, and clearly know what each of them needs. Writing it all down on your knee or in a notebook, such a result cannot be achieved.
In details, what is CRM and why is it needed we already wrote. Today we will focus on those systems that are suitable for small businesses. It has its own characteristics, which will be discussed further.
Criteria for choosing a CRM system for small businesses
Small businesses have their own needs and problems, different from the problems of medium and large ones. This is logical. But there is no need to think, since several people work in your company, or even you are alone, then you do not need CRM. You just need to choose a system that will solve the tasks that are important to you.
When choosing the right solution, consider the following criteria.
1. Ability to save customer contacts and important information about projects or orders. This is the main function of any CRM system for small businesses - it should make it easier for you to work with customers, and for this it was created.
2. The system can create automated reports. This will also save you a headache and save a lot of time. There are features for project management.
3. Ease of use - very important criterion. You have no time to delve into the wisdom of work or hire a specialist who would teach you how to use the system.
4. The system should not require installation and full-scale implementation - you have neither the resources nor the time for this.
5. The price of a CRM system for small businesses also plays a role. important role. Expensive software will hit your pocket hard, and you don’t need it. Moreover, there are many free CRMs on the market, the functionality and capabilities of which are more than enough to solve your main tasks.
6. Convenient mobile app, so that you can work with the system not only from a computer, but in general anywhere where there is Internet - even sitting in a cafe in negotiations with a client. Small businesses often don't even have an office with that same computer. Because CRM should be as convenient and mobile as possible.
TOP 5 Free CRMs for Small Businesses
We want to introduce you to five simple, convenient and free CRM for small businesses.
simple business
Universal CRM that will suit almost any business. It will help you manage projects, tasks and your time. You can easily set up teamwork, manage your site, staff and documents through this service.
All communications are built-in, there is end-to-end business analytics and a module for accounting and warehouse accounting.
This system has a free tariff plan. According to him, up to five people can work in the system. Other possibilities:
- 200 MB of space;
- up to 50 files;
- client base - up to 200 people;
- you can connect one site;
- You can videoconference up to 5 participants.
You can register for the free version .
Client base
From the name itself it is clear: the system will help you maintain a customer base. In this program, you can create various tables, differentiate access rights for employees, conduct personalized mailings and create various documents based on tables.
The Client Base has ready-made configurations for different types business: beauty salons, dentistry, various agencies. Only all these configurations are paid - you will have to pay extra somewhere around 300 rubles.
In general, a simple, convenient and understandable system that does not require installation.
Up to ten users can work in the free plan. The base cannot be more than 500 clients, 300 MB for files is also given.
Bitrix 24
This system includes a whole range of functions that are designed to solve the problems of small and medium-sized businesses. This is a valuable data warehouse that will allow you to store information about customers, calls and orders in one place. It will help to set up the work of sales departments, control the fulfillment of their assigned duties: you can see when calls are made and the result of negotiations.
There is a built-in IP-telephony and its own business intelligence.
The system is free for small businesses up to 12 people. You are given 5 GB of disk space. Of the possibilities - CRM, chat, disk, tasks and projects, calendar. You can connect both the site and the store.
With this system, you will be able to work out and create a sales funnel, manage transactions and keep financial records, create various reports, track calls. There is an internal mail client.
All these features of this CRM system are available both in a paid plan and in a free one (yes, it's here!).
The only limitation is that if you use the system for free, then only 1 person can work in it. You will have to pay for the second one. That is why this CRM is very popular among freelancers and novice businessmen. It will help manage the routine, and not forget about important tasks and deals.
The solution is boxed - the program needs to be downloaded and installed on your server.
We build effective relationships with clients.
The abbreviation CRM (Customer Relationship Management) is translated as "customer relationship management system." System - and therefore, a service that allows you to systematize the information that the user works with. Such programs can be called databases, which, if necessary, will remind you when you need a contract or send a letter to a client.
What should you pay attention to when choosing a CRM?
The best CRMs are those that optimize the work of sellers and marketers as much as possible: they build sales funnels, issue analytical reports. Today there are many such complexes, but before making a choice in favor of a particular system, you need to understand for what purposes you need it.
Before buying a CRM, you should study the reviews of business leaders and sales managers. Feedback will help you navigate the variety of software and make optimal choice. The choice of CRM depends not only on its functionality, but also on how convenient it is to work with it, whether it is possible to schedule tasks and generate reports on completed transactions. Also, before making a choice, study licensing issues. If you have previously decided which CRM to choose, implement its demo version and see how effective it will be to work with it.
In this material, we present an overview of CRM, which are most often used in the Russian-speaking segment of the Internet.
CRM Freshoffice system
CRM called Freshoffice allows you to distinguish between work with physical and legal entities. This process is implemented due to the possibility of maintaining cards of two types, in which new fields can be added.
User reviews about freshoffice allow us to highlight the following advantages of this complex:
- The presence of a soft phone, which, in addition to standard functions, allows you to conduct free conferences between two offices.
- Built-in "FastReport" constructor, which allows you to create simple documents and complex tables with formulas and selection functions.
- A convenient list of orders that makes it possible to track processes that were not completed on time.
- Each action is confirmed by a characteristic internal message, for example: “The client has been transferred”, “You have been assigned a task”.
CRM System "Client base"
The client base is one of the most popular complexes for small businesses that allows you to create almost any tables and differentiate access rights to various data arrays.
The Client Base program has the following advantages:
- The presence of a designer with which you can customize the system for any business.
- A special configuration store where entrepreneurs can purchase ready-made modules for clinics, communication salons and other types of business.
- Free trial option for small business owners (max 10 people, 500 customers).
If you want to choose a system for doing business, the customer base reviews of experienced users will help you with this. Managers who use this complex characterize it positively and highlight such an advantage as the ability to group clients by activity level.
CRM System« amoCRM»
This complex was first introduced in 2008, it is popular among users largely due to the simplicity of the interface and management. Also, amoCRM differs from other systems in that it was not the client files that became the backbone here, but the transaction information files.
Other advantages include:
- Displays the number of calls (for a manager) that each manager made.
- Report on meetings held and deals made.
- Events report. Allows the manager to see all the changes that have been made over the past day.
- Integration with services that carry out mailings by e-mail and SMS.
AmoCRM is available for use in one of four paid versions, or one free version with limited functionality. A special offer "Business Solution" is also offered, which includes setting up and implementing the complex in a particular company and a subscription for three months, during which you can use the maximum set of functions.
CRM System« bitrix24»
Bitrix24 CRM was developed by 1C-Bitrix and released to the market in 2012. User reviews about bitrix24 emphasize that with the help of this complex it is possible to take into account already current and potential clients, vendors, and even those to whom you sent your press release.
The system is popular due to the following positive aspects:
- The system can be integrated into an online store and work with orders right there.
- Integrated lists of goods and services.
- Integration with an electronic mailbox is possible - the data from the CRM letters will be entered into the required fields.
- Prompt assignment of tasks to sales specialists.
With all the convenience of Bitrix24, there are also flaws in the system. The main one is the inability to track the dynamics of the project development. Specifically, you will not be able to separately display a list of products that were offered to the client during the transaction. It is also impossible to assign several managers to one transaction.
CRM System "Megaplan"
The Megaplan project management system was released in 2008. In it you will find the tools you need to automate sales, planning and work with clients. Megaplan CRM can be tested for free for 30 days, then you have to pay. Using the full paid version costs 750 rubles per month. There is also a free version of CRM-Free, but its functionality allows you to register 7 employees in the system, and only 3 people can work in it at the same time. Also, the free version allows you to simultaneously manage only 50 projects. But despite this, user reviews of the Megaplan system say that it is ideal for LLCs and individual entrepreneurs.
The advantages of CRM- "Megaplan" include the following:
- The work of each manager will be monitored by the transaction management function.
- Obtaining full reporting for each counterparty.
- Convenient handling of business calls and meetings.
The introduction of a CRM system should help create long-term relationships with customers, and with the help of such complexes, you can simplify the workflow itself. Such a system will make it impossible for several sales people to call the same customer.
Today there are many CRMs for the store and other types of business, the most popular of which we have already reviewed. Programs can be divided into those that need to be installed on the server, and on cloud systems.
- Classic systems are on your server, and you can modify the program code to suit your requirements at any time.
- When choosing cloud systems (SAAS), the software is located at the supplier, and you log into the system via the Internet. When working with such a complex, you cannot change the product; work will also be disrupted if the Internet suddenly turns off. The pluses include the fact that you do not need to monitor system updates and purchase a server.
Free CRM for business, present on the market, is focused on a single number of users, they cannot be implemented in a large company. Also, free CRM can be slow if too much is entered into the database. a large number of records.
Users themselves say that among the free CRM for sales, Monitor CRM has proven itself the best. There is a paid option, but even with limited functionality, the CRM system allows you to keep a detailed account of customers for free, as well as take into account the prices of competitors for this product, which allows the enterprise marketing service to respond quickly.
Also pay attention to how simple CRM will be installed in the workplaces of managers. The simpler the program, the faster and more productive your employees will work. Before using a CRM system in an enterprise, be sure to check with developers what your costs will be if you need to make changes to the program code. You also need to find out how much you will have to pay extra if the staff increases. Calculate future costs, and based on the data obtained, you can choose the best CRM system for yourself.
Much of the success of a CRM (customer relationship management system) is the result of choosing the right technology. Organizations will have to weigh costs, services and functionality, ability to sustain production, and much, much more. There are so many possible factors to consider that choosing a vendor and comparing CRM can become extremely difficult.
Introducing the aggregated rating of CRM systems of 2019 according to ISM, Nucleus Research, CRM Magazine. The systems included in the list are analyzed according to 179 criteria, but most attention focused on ergonomics and functionality.
The newcomer (RosBusinessSoft released it relatively recently) has already gained a strong reputation in the market: after all, this is the first service in Russia that allows you to conduct client base and full warehouse accounting via the Internet in online mode.
This CRM system will help improve customer relationship management and the sales process by automating organization management, communication between employees and customers, and teamwork. Includes mobile version which is convenient for frequent business travellers.
Zoho has been on the market for eleven years, and in honor of last year's anniversary, they made Zoho CRM free for up to 10 users. One of distinguishing features programs - integration with other company products, including mailing lists, mail, online office and much more. Russian interface is present.
This CRM system has its own cloud PBX and can replace many individual programs(messengers, accounting, file hosting, etc.).
One of the most effective SaaS CRM systems on the market. The customer accesses the system via the Internet. There is a Russian interface.
The top 5 best CRM is opened by a program for a simple, but functional and convenient business. Allows you to maintain a common database with customizable access levels, keep track of customers and monitor employee performance.
This CRM system is integrated with Oktell telephony, which allows you to improve the process of calling customers. Even if the manager has gone on vacation, only Internet access is required to quickly monitor the activities of employees.
3.amoCRM
The main advantage of this program, which got into the best CRM systems for sales, is its simplicity. It does not require any installation or configuration, which saves the cost of technicians. All maintenance of system operation is undertaken by the company.
2. Bitrix24 is the best free CRM
Kind social network at work, which allows employees to easily and conveniently communicate with each other - on the website, by mail, by video call, by mobile. It is also the best free CRM. The system has all the capabilities to control and analyze the sales process.
1. bpm'online sales
“Great results are always based on the right process” - this is the principle by which the best CRM systems work. The 2019 rating was topped by the bpm’online sales system, which was chosen by ISM, Nucleus Research and CRM Magazine as the best of the best. It allows you to manage the full sales cycle, from customer acquisition to order and beyond. With an intuitive interface, it is easy and pleasant to work both on a desktop and on a mobile device (smartphone, tablet).
The global trend towards digital transformation of business is also growing in Russia. Large businesses are implementing advanced CRM and BPM systems to improve operational efficiency and speed up their own activities. Working with business processes, optimizing and automating processes is the key trend of 2020.
We have collected the TOP-5 platforms that are capable of comprehensively transforming large businesses and included them in the rating. Each solution is unique and has successful implementation cases.
Creation
1st place ranking. The best integrated solution for the Enterprise segment. Unified low-code Creatio platform for sales, marketing and service from the domestic company Terrasoft. Creatio allows you to automate and accelerate business processes large companies from different industries. For medium and large businesses, 24 ready-made industry solutions are offered (banks, oil and gas, logistics, pharmaceuticals, business support centers, etc.). Cases of successful implementation of the platform in such companies as Tatneft, Dobroflot, EVRAZ, Gazprom Neft, Sberbank confirm the high level of trust of large businesses in Creatio products. Terrasoft develops its own Marketplace ready-made solutions and templates to speed up platform integration.
Microsoft Dynamics
2nd place. A powerful solution for medium and large businesses with ERP elements. Integration with applications from Microsoft. Tools for managing sales, marketing and service. Creation and automation of business processes. Ready-made industry solutions for the financial industry, personnel management and HR, integrated service management, sales and analytics. Successful integration into such foreign companies: Unicef, Pandora, HP.
SAP
3rd place. SAP CRM offers a solution for sales, marketing and customer service. Reference work with the entire sales cycle - from planning and strategy development to successful implementation and performance analysis. Work with buyers across all distribution channels, transaction control and a functional planner. A powerful platform for managing marketing activities and brand management has been created for marketing department specialists. Among the successful implementation cases are such companies as Bashneft, Severstal, NLMK, Sibmost.
Oracle Siebel
4th place. A system for large businesses that helps to create a comprehensive corporate IT system to automate all departments of the company. Suitable for front (sales, service, marketing) and back offices (analytics of the company, personnel management). Oracle Siebel CRM allows you to create and automate a company's call center, integrate many third-party services and applications into your business. The company offers ready-made industry solutions for many areas of activity - industry, hotel business, public sector, IT, retail, medicine and others. Successful cases foreign companies Bosch Telecom, AOL, Xerox.
sales force
5th place. The Salesforce CRM solution is ranked #1 in the world, as confirmed by analytical agencies such as Gartner and Forrester.
A single platform for sales, customer service, marketing and in-depth performance analytics. The company is not focused on Russian market and is represented only by integrator partners. This does not allow her to be placed higher than 5th place.
Rating of CRM systems - Evaluation table
Ratings of Gartner and Forrester agencies
The Creatio system in these ratings is called bpm'online (Terrasoft changed the name of the platform in 2019).Interfaces of compared CRM systems
SAP
MS Dynamics
sales force
The global trend towards digital transformation of business is also growing in Russia. Large businesses are implementing advanced CRM and BPM systems to improve operational efficiency and speed up their own activities. Working with business processes, optimizing and automating processes is the key trend of 2020.
We have collected the TOP-5 platforms that are capable of comprehensively transforming large businesses and included them in the rating. Each solution is unique and has successful implementation cases.
Creation
1st place ranking. The best integrated solution for the Enterprise segment. Unified low-code Creatio platform for sales, marketing and service from the domestic company Terrasoft. Creatio allows you to automate and accelerate the business processes of large companies from different industries. For medium and large businesses, 24 ready-made industry solutions are offered (banks, oil and gas, logistics, pharmaceuticals, business support centers, etc.). Cases of successful implementation of the platform in such companies as Tatneft, Dobroflot, EVRAZ, Gazprom Neft, Sberbank confirm the high level of trust of large businesses in Creatio products. Terrasoft is developing its own Marketplace of ready-made solutions and templates to speed up platform integration.
Microsoft Dynamics
2nd place. A powerful solution for medium and large businesses with ERP elements. Integration with applications from Microsoft. Tools for managing sales, marketing and service. Creation and automation of business processes. Ready-made industry solutions for the financial industry, personnel management and HR, integrated service management, sales and analytics. Successful integration into such foreign companies: Unicef, Pandora, HP.
SAP
3rd place. SAP CRM offers a solution for sales, marketing and customer service. Reference work with the entire sales cycle - from planning and strategy development to successful implementation and performance analysis. Work with buyers across all distribution channels, transaction control and a functional planner. A powerful platform for managing marketing activities and brand management has been created for marketing department specialists. Among the successful implementation cases are such companies as Bashneft, Severstal, NLMK, Sibmost.
Oracle Siebel
4th place. A system for large businesses that helps to create a comprehensive corporate IT system to automate all departments of the company. Suitable for front (sales, service, marketing) and back offices (analytics of the company, personnel management). Oracle Siebel CRM allows you to create and automate a company's call center, integrate many third-party services and applications into your business. The company offers ready-made industry solutions for many areas of activity - industry, hospitality, public sector, IT, retail, medicine and others. Successful cases of foreign companies - Bosch Telecom, AOL, Xerox.
sales force
5th place. The Salesforce CRM solution is ranked #1 in the world, as confirmed by analytical agencies such as Gartner and Forrester.
A single platform for sales, customer service, marketing and in-depth performance analytics. The company is not focused on the Russian market and is represented only by integrator partners. This does not allow her to be placed higher than 5th place.
Rating of CRM systems - Evaluation table
Ratings of Gartner and Forrester agencies
The Creatio system in these ratings is called bpm'online (Terrasoft changed the name of the platform in 2019).Interfaces of compared CRM systems
- SAP
- MS Dynamics
- sales force
