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Genoo
Genoo
Genoo is a cloud-based marketing automation solution for small to mid-sized professional services, software and technology firms. The solution helps marketers in email marketing, lead management, lead scoring, microsite building a...Read more about Genoo
Tracker
Tracker
PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Flexible deployment options include on-premise installation and a cloud-based opt...Read more about Tracker
SysAid
SysAid
SysAid empowers organizations to deliver exceptional service – automagically. A comprehensive, next-gen ITSM platform, SysAid comes ready for action with generative AI baked into every element of service management, all wrapped up...Read more about SysAid
Oracle CRM On Demand
Oracle CRM On Demand
Oracle CRM On Demand is a cloud-based suite containing integrated, business applications that enable organizations to make decisions and manage costs of operations. The suite includes customer relationship management (CRM) solutio...Read more about Oracle CRM On Demand
Keap
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 about Keap
NICE CXone
NICE CXone
Organizations around the world are striving to deliver the ultimate customer experience, strengthen brand value, and boost efficiency. NICE CXone empowers brands to achieve these objectives on one interaction-centric platform with...Read more about NICE CXone
Service Pro
Service Pro
With MSI Data’s Service Pro, field service companies can grow their business by replacing manual processes with an all-in-one, cloud-based field service management software power tool. Service Pro is purpose-built for companies th...Read more about Service Pro
LeadExec
LeadExec
LeadExec is a lead selling and distribution platform that helps businesses streamline processes related to lead capture, qualification, and distribution from within a unified platform. It allows staff members to track leads from m...Read more about LeadExec
Zendesk Suite
Zendesk Suite
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 about Zendesk Suite
Fision
Fision
Fision offers an integrated marketing automation and sales enablement solution to help distributed field sales and local marketers customize and distribute timely, relevant and multi-channel campaigns. Fision's distributed ma...Read more about Fision
Maximizer CRM
Maximizer CRM
Maximizer CRM is a powerful solution specifically designed for sales. We understand the unique challenges faced by sales managers and sales teams. That's why we provide a game-changing alternative to complex CRM solutions and cumb...Read more about Maximizer CRM
Omniprise
Omniprise
Omniprise is an on-premise as well as cloud-based customer relationship management solution designed to provide companies a view of all customer interactions on a real-time basis. The solution is suitable for businesses of all siz...Read more about Omniprise
LeadMaster
LeadMaster
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 man...Read more about LeadMaster
BlueFolder
BlueFolder
BlueFolder's field service management software is a web and mobile-based software that helps increase equipment uptime, streamline preventive maintenance, eliminate tedious maintenance tasks, and maximize your techs' efficiency. ...Read more about BlueFolder
Oracle Cloud CX
Oracle Cloud CX
For companies looking to meet the high service expectations of their customers, Oracle Cloud CX ensures that each and every customer is valued and supported. The customer experience suite gives businesses the tools needed to deliv...Read more about Oracle Cloud CX
HubSpot CRM
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 about HubSpot CRM
ServiceWise
ServiceWise
ServiceWise by TechExcel is a cloud-based IT Service Management(ITSM) solution that caters to businesses of all sizes and helps them to automate and streamline their IT services and help desk activities with configurable workflows...Read more about ServiceWise
FieldPower
FieldPower
FieldPower is a cloud-based field service management solution that caters to organizations in the property management, utilities, energy and transportation industries, among others. It is also available for on-premise deployment. ...Read more about FieldPower
ContactWise CRM
ContactWise CRM
ContactWise CRM is a customer relationship management (CRM) solution designed to assist businesses across various industries such as government, healthcare, banking and education. Key features include information reporting, busine...Read more about ContactWise CRM
Web+Center
Web+Center
Web+Center is a suite of open source, customizable help desk solutions for IT organizations in almost any industry. The web-based help desk application can be run on-site or in the cloud. With access to 100% of the source code, or...Read more about Web+Center
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Buyers Guide
Last Updated: March 16, 2023Manufacturing companies know that building a great product alone is not enough. They must also have processes in place for managing customer relationships and improving product sales. To do that, manufacturing companies should look to customer relationship management (CRM) software designed for their industry.
Known as manufacturing CRM, this type of software allows manufacturers to organize customer data within a single tool. It helps their sales agents better understand buyer requirements, close deals more quickly, and identify upselling or retargeting opportunities.
That said, there are many manufacturing CRM tools on the market, and choosing the right one can be tricky. Businesses need to be aware of these tools' core features, deployment options, suitability for their business size, etc.
To help businesses save time on software research, we've created this buyer's guide, which explains the different factors to consider when evaluating manufacturing CRMs.
Here's what we'll cover:
Common features of CRM software
Features specific to manufacturing CRM
What is a manufacturing CRM?
Manufacturing CRMs are software tools that manufacturing businesses can use to create a repository of customer details, such as addresses, phone numbers, demography, and pain points. Sales agents can leverage this information to understand customers better, identify opportunities, and close sales more quickly.
These repositories also allow businesses to glean insights into the needs and motivations of customers, which serve as guidelines for improving existing products or developing new ones.
Viewing details of leads in Zoho CRM
Common features of CRM software
Most CRMs, including those designed for manufacturers, offer the following features.
Create a tagged and searchable customer and vendor database. Store and update details such as contact information, company name, industry type, geographical location, and product subscriptions. | |
Interaction management | Capture communications with new or existing customers, such as emails, chat histories, social media conversations, and phone call records, in a single location. Use this data to set up meetings and perform follow up. |
Capture information about prospective customers, or leads, from channels such as web forms and emails. Categorize and score leads based on factors such as demography and job title. Set up leads on the sales pipeline and track conversions. | |
Task and workflow management | Create and track tasks for sales agents using built-in calendars. Automate task assignments using predefined workflows so sales agents know what to do next as a customer moves along the sales pipeline. Receive updates and alerts for completed and pending tasks. |
Create a centralized library of documents, such as contracts, images of products, marketing collateral, pricing sheets, and more. Tag documents to specific customers and leads allowing sales agents quick access to relevant information when communicating with a particular client. | |
Reporting and analytics | Track performance of sales agents with daily, weekly or monthly status reports. Get insights into sales performance with reports on contracts won or lost and identify potential bottlenecks in the sales pipeline. |
Features specific to manufacturing CRM
Manufacturing CRMs will typically offer the following features to address specific requirements of manufacturing businesses.
Inventory tracking | Track the movement of raw materials and finished goods with batch and serial numbers. |
Product repository | Create a searchable database of products that includes details such as product images, dimensions, pricing, and additional tags. |
Order/purchase tracking | Track customer orders and purchases, with details such as order due dates, customer address, item type, etc. in a single location. |
Quote management | Allow sales agents to create and send quotes by automatically calculating product costs and taxes and adjusting discounts. |
Compare historical sales data and understand bottlenecks in your production pipeline to make accurate sales forecasts. |
What type of buyer are you?
Manufacturing CRMs vary in pricing and features, and the right tool for your business depends on your budget and business size. Below are two types of manufacturing CRM buyers and their chief concerns:
Small and midsize business buyers (up to 1,000 employees): These buyers typically have smaller software budgets, so a primary concern pricing. As a result, the right tool for them will generally be cloud-based tools that come with a low monthly or annual subscription fee and low or no upfront costs.
Enterprise buyers (more than 1,000 employees): These buyers are looking for software that offers advanced functionalities, such as built-in help desk software modules, and integration with existing solutions such as project management software and manufacturing execution systems.
Key considerations
In addition to features offered and the software's suitability, you must take into account some additional factors such as the deployment, integration options, and advanced functionalities.
Deployment options: Businesses can choose between on-premise and cloud-based manufacturing CRM solutions. The former option comes with a one-time, upfront license cost and the latter with a monthly/annual subscription fee. Small manufacturing businesses would be better off buying cloud-based solutions as the vendor takes care of software maintenance and data storage. On-premise is suitable for large businesses that have their own data center and IT team to take care of software upkeep and storage.
Additional functionality: Besides the common functionalities of manufacturing CRMs, such as lead and task management, some businesses might need additional features. For instance, if you're a manufacturing business that also offers product maintenance services, you'll want to look for features such as service desk, field service management, and mobile CRM. These functionalities will help your technicians and service reps resolve customer issues more quickly.
Integration options: The ideal manufacturing CRM should be able to integrate with the other solutions that a business currently uses. An example is integration with email marketing software, which allows businesses to seamlessly transfer customer data from the CRM to the email marketing software for launching targeted email campaigns. Likewise, businesses should check for integration with software such as project management solutions.
Note: The applications selected in this article are examples to show a feature in context and are not intended as endorsements or recommendations. They have been obtained from sources believed to be reliable at the time of publication.