While customer relationship management, or CRM, software has been available for large businesses for quite a while, CRM software for small business is a fairly new tool. If you are using small business CRM software applications already or are contemplating purchasing such an application in the near future, you need to track small business CRM software news and trends so you can get the most value for your money.

If you’ve been considering small business CRM solutions, you know the biggest drawback is the need for servers to operate the system. If you don’t have an IT person on staff to handle software maintenance, you may have decided the cost wasn’t worth the benefit. Many new small business CRM applications come with software-as-a-service (SaaS) functionality that makes it much easier to operate. The benefits of this type system include:

1. The small business CRM software is online, which reduces the need for IT technicians to manage the CRM software and dedicated servers to host it.

2. The adaptability of the CRM for small business software for other business databases.

3. The falling prices of SaaS small business CRM systems due to growing competition.

Action Steps
The best contacts and resources to help you get it done

Read articles and white papers to track small business CRM software news and trends

You can find many discussions on IT websites. Even though you may have a system that's totally online, you can still find many tips and tricks as well as trends by reading these articles.

I recommend: You can read a number of articles on small business CRM on the TechRepublic website. BNET also has several articles and white papers on CRM. Small business programs are part of the discussion, as well as CRM for larger firms.

Find newsletters that provide updates on small business CRM

Companies that provide web based CRM software, as well as those that provide stand-alone CRM software for small businesses, often offer newsletters for their customers. You can also find newsletters that discuss CRM software on IT websites.

I recommend: Read the monthly newsletter at Salesboom.com. Within each newsletter, you can find tips to make your small business CRM software more effective, as well as new trends in small business CRM programs. Inc. Technology offers newsletters with information about small business CRM solutions.

Follow blog posts that discuss small business CRM

Not only are the articles in the blogs a good way to keep up on news and trends, but the comments can also provide you with a first-person perspective from those who use CRM products. If you read carefully you can find many tips you can easily apply to your own CRM product to make it more effective.

I recommend: The SmallBizCRM is a blog that offers many posts to keep you informed of small business CRM software news and trends. Read about CRM software for small business on the blog put out by One Hundred & Eighty Degrees Systems.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Following small business CRM software news and trends is good practice if you have small business CRM. Even better practice is to take the information you learn and put it to use. Keep a list of ways to better utilize your CRM system and find ways to implement those tips.

Business CRM is important for every company, yet in some ways it's even more important for the small business owner whose minimal staff must respond to the needs of a growing customer base. Even if the channels of communication between your various "departments" are wide open due to your company's smaller size, coordinating all your operations can still prove difficult without an effective small business CRM program. Such programs can help you seamlessly integrate the various parts of your operation into a smoothly functioning whole, delivering value-added service to your customers and preventing costly errors.

Yet, in a burgeoning small business CRM systems market, many business owners find it difficult to determine which small business CRM solution would best address their companies' unique needs. Fortunately, there are a number of available resources that can help you do just that.

Some advantages you'll gain by finding the right software for your business CRM are:

1. Better integration of all your company's operations.

2. Automation of many processes often done manually.

3. Fewer errors.

4. Happier customers.

Action Steps
The best contacts and resources to help you get it done

Assess your company's CRM needs

Various resources are available to help you evaluate your specific CRM small business needs. These can help you better understand how best to address those needs.

I recommend: Companies like Right Now Technologies offer consultation to help you assess your company's needs. Maximizer Software also offers its "5 Signs that You Need CRM" podcast, as well as a CRM Maturity Scale Assessment Guide, which can help you measure your company's current CRM effectiveness level.

Understand the different types of small business CRM solutions available

CRM software for small businesses is virtually everywhere, and fortunately, so is information that can help you understand the many options available.

I recommend: Websites such as Capterra and CRMBuyer give comprehensive overviews of a wide variety of CRM software for small business, along with links to demos, webinars and further information.

Compare the features of various small business CRM applications

Some great ways to compare features are viewing online demos, signing up for informational webinars, watching pre-recorded webcasts and taking advantage of free product trials. Free trial downloads are one of the simplest ways to get a feel for the software and learn firsthand how it compares to other similar products.

I recommend: Maximizer offers an online demo of its CRM 10 application, as Sage does for its ACT! CRM software. Numara Track-It! 8 features a free webinar and free trial download. Intuit QuickBase web-based CRM software also offers a free 30-day trial; and Info-Tech provides a 15-page downloadable product-comparison report summarizing the strengths and weaknesses of various small business CRM software applications.

Determine which small business CRM software best suits your needs

Online comparison sites are a quick and easy one-stop way to find vendors that offer small business CRM systems appropriate to your company's needs. Some search their databases for CRM software that matches your specifications, while others allow you to choose which small business CRM software you're interested in further investigating.

I recommend: VendorGuru is an online service that compares CRM software for small businesses, matching your needs with the most appropriate product offerings from hundreds of different vendors, based on your answers to a few simple questions. Capterra presents information about small business CRM programs and allows you to request information from multiple vendors with one click.

Learn how to make the best use of your small business CRM software

Small business CRM manufacturers provide a lot of helpful information on how to use their products effectively. Through podcasts, webcasts and webinars, they also pass on great advice for making your business successful through small business CRM solutions.

I recommend: Sage webcasts and Intuit on-demand recorded webinars can help guide you in the use of their CRM small business software packages. CustomerThink also hosts a Consona CRM webcast, highlighting Consona's Total Customer Management approach. Serena's "Mashing It Up With CRM" webcast also guides you in consolidating the many different types of data you deal with daily in your business.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Don't rush your decision. The small business CRM solution you ultimately choose will be based on many factors. Taking the time to consider them all before buying will help ensure that the CRM software you choose will not only serve your needs today but also allow your company room to grow, while continuing to give you years of valuable service.

If you have small business CRM software that’s waiting for you to learn how to use it, then you’re not getting the most value for your dollars. You should use your customer relationship management, or CRM, software on a daily basis in order to get the most value from it.

Originally designed for larger firms, CRM software for small businesses is much easier to use and requires much less training than its larger counterparts. There are a number of ways you can go about making the most of small business CRM software. As you develop an implementation plan, you need to do the following:

1. Define exactly what your expectations are from your small business CRM.

2. Analyze the strengths and weaknesses of the small business CRM applications you are using.

3. Process the information you analyzed about your small business CRM software into an action plan that works for your business.

Action Steps
The best contacts and resources to help you get it done

Provide adequate staff training in small business CRM

Don't just purchase small business CRM software and expect your employees to automatically begin using it. Designate a trainer. Send that person for intensive training at a small business CRM workshop so he or she can learn all the potential benefits of your small business CRM solution. Then let your designated trainer educate your staff.

I recommend: NetCom Information Technology offers training in Microsoft Dynamic CRM. You can also find training offered by Harvest Solutions. In addition to training classes for Microsoft Dynamic CRM, it also offers small business CRM solutions training in Salesforce and SalesLogix.

Study information provided by small business CRM companies to stay current with new uses

Since small business CRM systems are constantly evolving, there are many new ideas for CRM uses available. Find reliable information and make a habit of reading it regularly.

I recommend: Learn more about implementing your small business CRM software from the SmallBizCRM website. This article entitled “Your CRM 101 Primer To Selecting & Implementing Small Business CRM Solutions” has many tips to help you get more out of your small business CRM software applications. Salesboom.com offers a white paper on the pitfalls of small business CRM programs. As you read it, you can gain ideas to make your small business CRM work more effectively for you.

Hire small business CRM consultants

These CRM experts can make sure you are making the most of small business CRM software. They can offer on-site training as well as ways to make the CRM program you chose pay for itself in time.

I recommend: Let CRM Mastery help you evaluate your current CRM software for small business to help you make the most of the program’s capabilities. Majestic Consulting Group can also help you with your CRM. Small business owners sometimes need extra help making the most of small business CRM software, and Majestic Consulting Group can tailor a program to fit your needs.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Think outside the box when it comes to different ways to use your small business CRM software. Instead of just using it to keep track of customers, use it for all you database needs. Once you begin to use your CRM for small business software for something in addition to tracking customers, you can find all kinds of lists you can manage.

Customer relations management, or CRM software is a vital part of the success of your business. It's essential to keep track of your customers' data, which can include everything from simple contact data to sales history and a log of communications. However, when looking for the best software product for your business, you should take the time to make sure that you understand the key terms associated with the software. For example, you may need a product that's web-based or has role-based security. You may also want to look for a program that's won an ISM CRM Software Award. Whatever your needs, these terms will help you find the right software.

Action Steps
The best contacts and resources to help you get it done

Web-based or hosted CRM software

A web-based CRM software program, sometimes called hosted CRM software is not a software program that you download on your computer. Instead, you access it by going to a website and entering your login information. This is ideal for companies that have employees who may need to access the CRM software remotely.

I recommend: Leopard CRM lists some reasons why you may want to choose web-based CRM software.

Role-based security

Role-based security means that only people with predefined roles can perform certain tasks with the software. For example, you may want to ensure that customer service representatives can add data to the software, but may want to limit their ability to modify certain fields. Role-based security allows you to do this.

I recommend: Zoho CRM describes how they use role-based security with their software program.

ISM CRM Software Awards

ISM specializes in CRM consulting. Every year, they review the available CRM software programs and issue awards to the best. It's a good idea to purchase a software program that's on this list.

I recommend: Learn more about ISM from their website and view an announcement about the ISM CRM Software Awards.

Table mapping

CRM software products are essentially database management programs. In a database management program, data is stored in tables. In order for the data to display correctly in the interface, the database designer uses table mapping.

I recommend: Learn more about table mapping from Well House Consultants.

Help desk software

Help desk software is a subset of CRM software. It allows companies to track customer problems until the situation is resolved. With some programs, customers can actually submit the help ticket by themselves. Many CRM software programs have a help desk or support ticket system integrated into the program.

I recommend: Kayako offers various help desk software solutions. You can learn about the different types available through their site.

Marketing automation

Some CRM software programs help with marketing automation. This means that the software can automatically identify potential leads within your current database of customers. It also can track when marketing materials were sent and when you should send again.

I recommend: Learn more about marketing automation from Marketo.