Showing 1-20 of 601 products
Zendesk Sell (formerly Base) is the web and mobile-based customer relationship management application that allows B2B and B2C sales professionals to manage sales, track leads and engage proactively with customers from anywhere. The... Read more
Recent recommendations: 237 recommendations
NetSuite CRM+ is a cloud-based customer relationship management (CRM) solution for small and midsize organizations. NetSuite caters to thousands of customers across a wide range of industries including wholesale distribution, manufacturing,... Read more
Recent recommendations: 160 recommendations
amoCRM is a multifunctional CRM that excels at taking the conversation with your customers to the next level. With messengers, the connection is personal. All major messenger platforms are supported. You can create your own chatbots... Read more
Recent recommendations: 130 recommendations
FreeAgent CRM delivers a next-gen work experience on a customizable cloud-based platform help teams unlock productivity and grow sales effortlessly. Stay in the zone, with AI-guided selling. See only what you need when you need... Read more
Recent recommendations: 109 recommendations
Thryv is a cloud-based customer relationship management (CRM) solution designed for small businesses across various industry verticals. Features include appointment scheduling, billing and invoicing, contact management, reputation... Read more
Recent recommendations: 84 recommendations
Odoo is a fully integrated and customizable open-source suite of business applications including sales, CRM, project management, manufacturing, inventory, accounting and other business needs in one software solution. Odoo was designed... Read more
Recent recommendations: 62 recommendations
Prophet CRM from Avidian is a cloud-based customer relationship management (CRM) application that can be integrated with Microsoft Outlook for extending Outlook's functionalities. The solution enables multiple sales teams to unify... Read more
Recent recommendations: 43 recommendations
The Salesforce cloud is an on-demand customer relationship management (CRM) suite offering applications for small, midsize and enterprise organizations, with a focus on sales and support. The Salesforce app has capabilities that... Read more
Recent recommendations: 41 recommendations
Claritysoft is a cloud-based customer relationship management (CRM) solution designed for midsize and large enterprise businesses. It offers sales automation, customer service and support, marketing automation and social CRM within... Read more
Recent recommendations: 29 recommendations
Boomtown provides marketing and sales automation solutions for the real estate industry. Through Boomtown, brokers can select and customize a lead generation website, track and nurture leads, and monitor team success and sales. The... Read more
Recent recommendations: 27 recommendations
LeadMaster is a SaaS-based all-in-one lead management solution that offers capabilities to capture, track and follow up with leads. The solution comprises of integrated modules for sales force automation, customer relationship management,... Read more
Recent recommendations: 25 recommendations
KvCORE is a cloud-based customer relationship management (CRM) solution designed for the real estate industry. Key features include task planning, listings, lead management and distribution management. KvCORE allows agents to generate... Read more
Recent recommendations: 22 recommendations
Firepoint is a cloud-based lead generation and business management solution that caters to small and midsize businesses in the real estate industry. It helps users manage leads, track team activities and report key metrics. Firepoint... Read more
Recent recommendations: 21 recommendations
OnContact CRM is a mid-market customer relationship management (CRM) solution that can be deployed on-premise or in the cloud. OnContact includes complete sales automation, marketing automation, customer service and contact center... Read more
Recent recommendations: 20 recommendations
Nutshell is a cloud-based customer relationship management (CRM) software for small businesses. The Nutshell platform offers sales process and collaboration tools, email sync with Gmail and Outlook, reporting and more to outbound sales... Read more
Recent recommendations: 19 recommendations
Hatchbuck is a sales and marketing solution designed for small to midsize businesses. The integrated solution offers combined sales automation, marketing automation and email marketing features. Hatchbuck is a good fit for a wide range... Read more
Recent recommendations: 19 recommendations
Grow your mortgage business, free up time, automate your marketing and put together a digital mortgage experience for your borrowers, all from one central hub. With BNTouch Mortgage CRM you can build a website, utilize a digital 1003,... Read more
Recent recommendations: 19 recommendations
4Degrees is a cloud-based customer relationship management (CRM) solution, which helps businesses manage opportunities, networking, deals and more. Key features include contact management, search functionality, pipeline management... Read more
Recent recommendations: 19 recommendations
Whiteboard Mortgage CRM is a cloud-based solution that enables loan originators to connect with customers, communicate with partners and plan campaigns. It is primarily designed to help loan officers manage content, prioritize tasks... Read more
Recent recommendations: 18 recommendations
SugarCRM is a cloud-based application for handling sales automation, marketing automation, account management and customer relationship management needs. SugarCRM offers features such as customizable home pages, a new-user "wizard"... Read more
Recent recommendations: 17 recommendations
Web-based customer relationship management (CRM) software is becoming a popular option for organizations looking to implement CRM software. This deployment model is gaining traction because the upfront investment can be lower than traditional on-premise software installations. Additionally, as the name implies, Web-based systems can be accessed over the Web, from virtually any browser, making it easy to use from any location with broadband Internet.
The industry has responded to this dynamic, with new vendors and products entering the market at a steady pace. With so many choices, it can be a daunting task to find the solution that best fits your needs. That is why we created this buyer’s guide to assist you in your understanding of the market and the products available.
Here's what we'll cover:
What Is Web-Based CRM Software?
The primary difference between customer relationship management software, sometimes called contact management software, that is Web-based and other forms is the deployment model. With traditional offerings, companies had to purchase and host the server on premise. They required an IT team to manage, update and maintain the server. Web-based deployment removes this burden by having the server hosted remotely by the vendor. It also reduces upfront investment, with vendors offering a pay-as-you-go plan instead.
There are two types of Web-based systems available: application service providers (ASPs) and pure browser-based systems. ASPs function like a client/server system, with the organization downloading the “client” onto their computers, and the vendor hosting the data remotely on a server. Browser-based systems, on the other hand, can be accessed from any Internet browser, with no download required. The obvious benefit of a browser-based system is that it can be accessed from anywhere and is presented in a familiar format. Many ASPs are Web-enabled, meaning that users can also access information via a Web browser, but this method is often slower, and the user interface tends to be simplified, resulting in reduced functionality.
A Web-based CRM system offers increased flexibility across sales, customer service and marketing. For example:
- Sales teams can create, process and invoice orders remotely;
- Customer service reps can provide support via Web-based channels such as email and live Web chat;
- Sales and marketing will experience increased transparency, which will decrease overlap and ensure that potential leads turn into loyal customers;
- There is also increased security with data being stored online rather than on a server that could crash or malfunction.
Common Functionality of Web-Based CRM Software
While features vary from system to system, common capabilities include:
|Marketing automation||Tools to attract new customers, often through delivering promotional materials over social media and email marketing campaigns. Turning customers and visitors into leads (lead generation), and nurturing those leads through the sales funnel.|
|Sales force automation (SFE)||Encompasses workflow automation, helps sales representatives manage customer interactions, leads and accounts. Tracks sales opportunities and provides management with insight into sales pipelines and forecasting.|
|Channel management||Also called “partner relationship management,” helps automate marketing and sales processes through outside channels. For example, linking social profiles to CRM system and using those social channels for marketing activities such as outreach and promotion.|
|Data visualization||Includes dashboards and reports for sales tracking, forecasting and pipeline analysis, as well as marketing analytics for campaign management.|
|Mobile apps||Access CRM account data from mobile devices (click here for a description of iPad CRM features). Also includes additional mobile-specific capabilities, such as GPS-mapping and calendar-syncing.|
What Type of Buyer Are You?
Before beginning your software evaluation, you will need to identify what type of buyer you are. Nearly all buyers fall into one of these categories:
Small business buyers. Many small businesses are looking to upgrade from a basic email marketing or content management system. They are likely growing, and therefore require more sophisticated functions, such as customer support tickets, lead generation and sales force automation (SFA). Many small businesses opt for Web-based systems because of the low upfront cost and ease of deployment.
Best-of-breed buyers. While customer relationship management software can be purchased as a suite, it is made up of several core applications that can be purchased as standalone items. Core applications include SFA, marketing automation, customer service, help desk, call center and knowledge management. Some companies will opt to go for a system with best-of-breed availability in one of these specific areas.
Enterprise buyers. Larger organizations are typically looking for a Web-based system with deep functionality that can integrate seamlessly with their existing enterprise resource planning (ERP) suite. In most cases, these buyers will be more focused on integration than specific features. Fortunately, most Web-based CRM systems can easily integrate with today’s major ERP suites.
Benefits and Potential Issues
Web-based software has a number of benefits over installed on-premise systems.
Reduced IT burden. With Web-based, all of your data is kept in a remote location where it is monitored and managed by an experienced IT staff. They handle back-ups and regularly scheduled upgrades and maintenance. The level of data management provided by the vendor often far exceeds what any single operation could handle running the server in-house.
Ease of use. Because the software is accessed via a Web-browser, it is presented in a familiar format—a Web page. This helps reduce the costs associated with training and usually results in increased user adoption.
Remote access. Today’s business is rarely conducted 100 percent behind a desk. Many professionals, whether they be in sales, marketing or customer service, spend a significant portion of their work time outside of the office. They appreciate the increased accessibility provided by online systems. Many systems today also offer mobile access, making it even easier to do business while on the go.
Subscription pricing. Traditional on-premise CRM systems require a hefty up-front installation fee. Web-based systems, on the other hand, are offered on a subscription basis. Essentially, you pay as you go. Companies can avoid the large capital expenditure of installing on-premise software by opting for the low, ongoing operational expense of a Web-based system.
A potential issue associated with Web-based systems is the reliance on Internet connection. If the connection goes down, access to important client information and records is lost. This could be an issue if your organization has a history of Internet connectivity hiccups. Additionally, Web-based CRM systems are typically more difficult to customize to the specific needs of your company or industry, although systems are constantly improving in this area.