Online CRM Software

Web-based customer relationship management (CRM) software is becoming a popular option for organizations looking to implement CRM software. 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.

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The top products as rated by users. When reviewing a product, users are asked to asses the product’s overall quality, ease of use, features & functionality, customer support and value for money.

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Showing 1 - 20 of 87 products
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Showing 1 - 20 of 87 products

Keap

Keap (formerly Infusionsoft) is a cloud-based sales and marketing solution that offers customer relationship management (CRM), marketing automation, and e-commerce functionalities in one suite. Keap helps small businesses across v...Read more

165 recommendations

Zendesk Sell

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. Th...Read more

156 recommendations

Salesforce Sales Cloud

The Salesforce Sales Cloud is an on-demand CRM platform offering applications for small, midsize, and enterprise organizations, with a focus on sales and customer relationships. This Salesforce platform has CRM capabilities tha...Read more

42 recommendations

FreeAgent CRM

FreeAgent CRM is a customer relationship management platform with robust work management capabilities. It helps teams get everything on a unified platform, collaborate on various projects and track and improve operational performa...Read more

4.66 (65 reviews)

39 recommendations

SalesNOW

SalesNOW by Interchange Solutions Inc. is a cloud-based customer relationship management (CRM) and sales force automation solution that allows sales teams, management and executives to manage aspects of sales cycle including conta...Read more

4.63 (79 reviews)

23 recommendations

SugarCRM

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

12 recommendations

Copper

Copper is an easy-to-use CRM for small- and medium-sized businesses that need a better way to manage leads & grow customer relationships. If you don't have time for data entry, tedious admin tasks, or overly complex tools, Copper ...Read more

11 recommendations

Workbooks

Workbooks offers growing companies a SaaS platform to run their business and engage with their customers – at an affordable price. Workbooks designs, develops and implements its own software, which is targeted specifically at mid-...Read more

11 recommendations

Salesdash

Developed to assist small businesses with improving the client experience, Salesdash CRM is an intuitive CRM solution that keeps track of all follow-up tasks, customer communications, and sales details to quickly navigate from cli...Read more

5.00 (2 reviews)

6 recommendations

Creatio CRM

Creatio is a unique synergy of unified CRM and intelligent BPM platform for marketing, sales and service automation. The solution allows midsize and large companies to manage the customer lifecycle from lead to sales and to ongoin...Read more

4.80 (79 reviews)

4 recommendations

Software pricing tips

Read our Web-Based CRM Software Buyers Guide

Subscription models

  • Per employee/per month: This model allows you to pay a monthly fee for each of your employees.
  • Per user/per month: Users pay a monthly fee for users—normally administrative users—rather than all employees.

Perpetual license

  • This involves paying an upfront sum for the license to own the software and use it indefinitely.
  • This is the more traditional model and is most common with on-premise applications and with larger businesses.

Rated best value for money

Freshworks CRM

Freshworks CRM is a cloud-based customer relationship management (CRM) solution that helps businesses across different industry verticals to manage their interactions with existing and potential customers. Key features includ...Read more

2 recommendations

vcita

vcita is a cloud-based customer relationship management (CRM) solution for small businesses. Entrepreneurs and business owners can manage their client engagements from any device from anywhere. It enables organizations to dri...Read more

2 recommendations

Zendesk

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features an...Read more

1 recommendations

Method CRM

Method:CRM is a web-based customer relationship management software designed to help businesses handle sales data, view customer history, build email campaigns and follow up with customers. Key features include contact management,...Read more

4.14 (78 reviews)

1 recommendations

HubSpot CRM

With its cloud-based, customer relationship management (CRM) platform, HubSpot CRM helps companies of all sizes track and nurture leads and analyze business metrics. HubSpot is suitable for any B2B or B2C business in a variety of ...Read more

Pipedrive

Pipedrive is a web-based Sales CRM and pipeline management solution that enables businesses to plan their sales activities and monitor deals. Built using activity-based selling methodology, Pipedrive streamlines every action invol...Read more

monday.com

monday.com, an award-winning collaboration and project management platform, helps teams plan together efficiently and execute complex projects to deliver results on time. monday.com team management and task management tool allows ...Read more

Freshdesk

Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, soc...Read more

Nimble

Nimble offers browser widget and mobile-based sales force automation and social CRM solution for small and midsize businesses. The solution automatically populates customer profiles and interaction histories from contact lists, em...Read more

Bitrix24

Bitrix24 is a client management solution that provides a platform for businesses to organize and track interactions with potential or existing clients and partners. The software allows users to log and manage client interactions, ...Read more

Popular Web-Based CRM Software Comparisons

Buyers Guide

Last Updated: April 12, 2021

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?
Common Features of Web-based CRM Software
What Type of Buyer Are You?
Benefits and Potential Issues

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.

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