Online CRM Software Is All About Providing Remote Accessibility and Hassle-free Maintenance By Manogna Matta, Technical Writer at SelectHub
Online CRM software is growing increasingly popular among businesses of all types. The solution is a much-needed update from overwhelming spreadsheets, sticky notes and expensive traditional CRMs. What’s more — you can access it anywhere, anytime, with minimal costs.
Looking for a way to enjoy the benefits of CRM systems without the hassle of hosting them yourself? Online CRM software might be right for you. In this buyer’s guide, we’ll go over what an online CRM is, how it could help your business and how to pick the best solution.
Executive Summary
- Online CRM software helps sales, marketing and customer service teams manage client relationships with mobile accessibility at affordable prices.
- Its key features include contact management, salesforce automation, channel management, performance management, dashboards and reports.
- Be sure to ask potential vendors specific questions about the solution before making a purchase.
What This Guide Covers: What Is Online CRM Software?
Online CRM software is a platform that helps sales, marketing and customer service teams manage leads and organize information. Also known as web-based CRM software, it streamlines processes by combining features like customer interactions, analytics, performance management and tracking into one solution.
Online CRM solutions differ from traditional CRMs based on their deployment models. For traditional CRM, companies need to purchase, host and maintain the system on their premises. This can be expensive as it’s necessary to have full-time IT professionals on board to repair the system in case of bugs.
Web-based CRMs provide an update from messy spreadsheets and create easily comprehendible databases. In the ever-changing global marketplace, online CRMs’ cutting-edge technology helps stay ahead of the curve and keeps track of customers’ evolving needs.
Different Types
Web-based CRM systems are mainly of two types — application service providers (ASPs) and pure browser-based solutions. ASPs are vendors that host clients’ data remotely on a cloud server and function on a vendor/customer model. On the other hand, you can access browser-based systems directly through an internet browser without downloading the software.
Some vendors offer CRM software as well as browser versions of their applications. However, in an attempt to simplify the solution for web browsers, vendors provide limited functionality, making it less effective than their standalone applications.
Primary Benefits
Despite a few limitations, online CRM solutions offer many advantages over standalone on-premise systems. Let’s take a look at some of them below:
Minimal Costs
Online CRMs eliminate the need for full-time, round-the-clock IT professionals. Since the solution is web-based, it’s the vendor’s responsibility to do the heavy lifting when it comes to maintenance and repairs. You can enjoy the perks of dynamic CRM solutions with minimal investment in hardware, software and space.
Many vendors offer subscription models where you pay as you go, unlike onsite CRMs that require you to pay a hefty installation fee. You can switch to a different solution if it isn’t the best for your company without incurring too many losses. Some vendors even offer software versions free of cost, which can help save a ton of money.
Easy Installation and Scalability
Installing an on-premise CRM is a long-drawn, complex and time-consuming process. But with online CRMs, you can skip the ordeal and get straight to the good part in no time. Hassle-free installation and updates help you focus on creating smooth customer experiences.
Online CRM platforms also offer options to scale up or down according to your company's needs at various times. As your business expands, you can add new features, modules and data capacity as you see fit to handle more customers. This way, you only have to pay for the resources you need at present and don’t have to worry about your business outgrowing the software’s capabilities.
Online CRM Software Categories Remote Access
Access CRM solutions anywhere, anytime, on any device — be it Mac, phone, tablet or PC. All you need is an internet connection, and you’re ready. With work-from-home jobs increasing since the pandemic, remote accessibility has become necessary for companies to collaborate better. Sales teams can personalize customer interactions by accessing and updating accurate data on the go.
Many popular online CRMs offer integrations with widely used business platforms like Gmail, LinkedIn and payment processing apps. You can improve campaigns and communication and reduce data inaccuracies due to constantly switching between solutions. It saves time and keeps business processes smooth in the long run.
Top-notch Data Security
Many people fear that using an online CRM compromises data safety and increases the risk of data theft. Software vendors are aware of this concern and go the extra mile to provide high-level security features like two-step authentication. Some solutions come with options to set up a hierarchy of access where only certain people can access confidential data.
Additionally, with frequent data backups, you can minimize the risk of accidentally losing valuable customer information. These safety features not only ensure your and your clients' peace of mind but also help build trust and customer loyalty.
Key Features & Functionality
| Contact Management | You can capture, store and organize information from various touch points like social media, calls, emails, texts and website pages. Marketing teams can use the centralized database to access valuable data and personalize customer interactions. |
| Salesforce Automation | This feature helps handle critical sales functions like leads, pipelines, accounts, deals and activities. With workflow automation, salespeople can manage customer interactions faster, with more accuracy and get insights to maximize lead conversions. |
| Marketing Automation | You can automate digital marketing campaigns and deliver high-quality promotional materials through social media to attract new leads. It reduces time, effort and resources spent on marketing efforts while nurturing customers in the sales funnel with targeted campaigns. |
| Dashboards and Reports | Make data-driven business decisions by identifying trends, generating insights and tracking key metrics. You can use customizable filters and templates and view client data in an easily understandable and visual manner. |
| Performance Management | This tool helps manage team performance and monitor where they succeed or fall short. You can measure sales and calculate future revenue projections with advanced forecasting and in-depth reports. |
| Channel Management | Widen your customer base by marketing and promoting your services through various channels. You can manage sales partners and vendors, track marketing programs, organize different client segments, and streamline channels with ease. |
| Mobile Accessibility
| You can save and access customer information in real time, enabling your teams to be on the same page. Some solutions let you update data offline, which is especially useful during spotty connectivity. This tool enables you to take work anywhere so you can ensure leads don’t slip through the cracks. |
Software Comparison Strategy
With so many vendors in the market, deciding which software would be the best for your business can get overwhelming. Jumpstart your search by considering the following aspects before committing to a purchase:
Preferred Features: Look at your current system and analyze where it’s lacking. What are the most common problems you face? Which features can help maximize productivity? Take your time to make a list of requirements. Features like contact management, sales management and analytical tools are a good place to start.
Budget: You need to be honest about your budget and how much you can afford to spend. Consider all variables like the number of users, hidden costs and maintenance fees before making a purchase.
Integrations: Take note of apps you use on a daily basis. Your ideal solutions should integrate with your preferred apps, enabling you to streamline communication.
Customizations: What customizable features does the software offer? Does it come with any pre-built templates? What about scalability options? Investing in a scalable solution helps keep up with the changing technical needs of your company.
Vendor Support: Does your vendor provide hands-on customer support? Do they have 24/7 live chat? What do their onboarding and training processes look like? How do they ensure data security? How will they help you import existing data into the new software?
User Experience: CRMs that are intuitive and easy to use are always a plus. They can save valuable time and money that would otherwise go into costly and time-consuming software training.
Some additional tips:
- Test drive free versions of your top software options and examine them thoroughly.
- Ask your colleagues for recommendations and read industry guides before the final decision.
- Check out online reviews on platforms like Reddit and Quora.
- Set milestones and give yourself deadlines for each step of the process to help you stay on track.
Cost & Pricing Considerations
Online CRM solutions come with varied subscription models, features and price ranges. Many vendors offer free trials or demos, and some even provide less advanced software versions free of charge. The subscription models are usually on a monthly, quarterly, half-yearly or annual basis. Some vendors have a one-time subscription option, though they are becoming increasingly rare.
Price can range from $15 per user/mo for basic CRM systems to hundreds of dollars per user/mo for cutting-edge solutions. The overall cost depends on a number of factors like users, desired features, customizations and scalability options. Make sure to consider hidden costs like training or onboarding fees before paying for software.
The Most Popular Online CRM Software
Now that you know what online CRM software can do, how do you pick the best one among hundreds of available options? We’ve curated a list of some popular solutions to guide your software selection process. Check them out below!
Pipedrive helps nurture leads, manage manual tasks and centralize information in a single-view platform. You can track deals through the pipeline and visualize leads with dynamic reporting tools. Notable features include lead management, chatbots, activity management, forecasting, integrations and platform customizability.
Pipedrive CRM’s Tools and Apps Tab. Source
A pioneer of modern CRM, Salesforce Sales Cloud is a cloud-based platform with advanced features like AI-powered sales cloud Einstein. It offers various options for scalability and customization and suits businesses of all sizes. Opportunity management, drag-and-drop process builder, reporting tools, email integration and lead management are some of its key features.
Salesforce Sales Cloud’s Activity Management Dashboard. Source
With workflow automation, lead nurturing tools and follow-up features, Zoho CRM is one of the top choices in the market. It offers over 500 integrations with widely used business apps and ensures proper lead engagement throughout the sales process. Hands-on vendor support, smart alerts, real-time reports and AI-powered sales assistant Zia make Zoho CRM a worthwhile investment.
Zoho CRM’s Deal Dashboard. Source
Questions To Ask
To properly understand which solutions would best fit your company, ask yourself the following questions to help in the software selection process.
Use these questions as a starting point for internal conversations:
- How many employees will use the software?
- What apps do you use regularly?
- What features are you looking for, and which subscription model would suit you best?
- What are the key pain points you’re facing in your operations?
- Does your team have suitable devices and a strong internet connection to operate the system?
Use these questions as a guide to starting a conversation with vendors:
- How often do you provide updates? Will this affect the software’s accessibility?
- What data security measures do you have in place?
- How often do you offer data backups? What’s your data recovery plan?
- Which features/customizations cost extra?
- How long does the implementation and onboarding process take?
Next Steps
Online CRM software provides remote access to sales, marketing and customer service teams and helps elevate their productivity with a dynamic range of tools. Contact management, lead management, dashboards, channel management and salesforce automation are just a few of the many features it offers.
Easy installation, updates and repairs remove the hassle of maintaining complex on-premise CRM solutions. With high-quality data security features and frequent backups, online CRMs are a reliable and worthwhile investment. If you need further help, check out our comparison report for more information on the top software leaders in the industry. Good luck!
Product Comparisons
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