Chapter 2: Features
What CRM Software Features Matter and Why?
Sales Force Automation
Activity Tracking and History
Customizable Sales Forecasting
Customizable Sales Process
Qualify and Convert Lead
Customer Support Automation
Computer Telephony Integration (CTI)
Reporting and Analytics
Campaign Metrics Reporting
Multiple Report Types
Auto Response Rules
Case Assignment Rules
Lead Assignment Rules
Deleting Mass Data
Export Backup Data
Security and Administration
Data Sharing Rules
3rd Party Integration
IBM Lotus Notes
Manage List Views
Access to accounts
Access to cases
Access to contacts
Access to dashboards
Access to leads
Access to opportunities
Access to tasks
Chapter 3: Consumer Profiles
Who Uses CRM Software?
Microsoft Office User
Small to Medium Business (SMB)
Entrepreneur or Startup
Chapter 4: Product Types
What is the Difference Between Hosted and On-Premise CRM?
CRM software has two basic deployment options: hosted and on-premise. When researching a CRM product, it’s important to understand the difference between the two.
A hosted deployment option is one where the CRM software is hosted by a service provider and data from the CRM software is available as long as there is an Internet connection. Hosted CRM is also known as Online CRM, Web-based CRM, Software as a Service (SaaS), On-Demand CRM, or Cloud CRM. A per user, per month subscription is the typical payment method for SaaS CRM solutions.
The advantages of a hosted CRM:
- Fast deployment time
- Software updates are pushed automatically
- Greater accessibility
- Cheaper setup and maintenance costs
- Less risky
The disadvantages of hosted CRM:
- Lack of configuration
- Data is in the hands of the CRM vendor
Hosted CRM software has grown in adoption rates over the years with software as a service a growing trend in general. This solution is a viable option for small to medium-sized businesses due to low setup costs and quick deployment. All of the eight CRM software reviewed by Reviews.com are hosted or online CRM solutions.
An on-premise or on-site deployment option is one where the CRM is hosted on the organization's server. Access to the CRM does not rely on Internet connection as it can be accessed through the organization’s Local Area Network (LAN). Costs of deploying a CRM on-site includes, at the very least, user licenses and hardware equipment. On-premise CRM solutions are typically advantageous for enterprises who wish to have total control over every aspect of a CRM implementation.
The advantages of an on-premise CRM:
- Total control and security over data
- Highly customizable and configurable
- Easier integration with existing organization’s software
The disadvantages of on-premise CRM:
- High setup and maintenance costs
- Slow to deploy due to the vast technical requirements