CRM software

[andyrp]

Just wondering what experience people have with CRM software and, in particular, how important it is to integrate the whole customer life cycle.

I have found some great sales focused web applications but they then seem to deal quite poorly with the challenges of managing clients after the deal is done.

Salesforce is overkill but the range of options below that are overwhelming.

I have been using Pipedrive but just moved away from it for these reasons. Possibly thinking about Batchbook, but would welcome other people's thoughts.

In case you're interested I put my thoughts on a year with Pipedrive in this review on my blog: http://business-beginnings.org/piped...b-application/

[garyk]

The problem with most CRMs is they do not and cannot deal with the life cycle. They are all geared towards prospecting and quotes. As soon as you need turn a suspect or prospect into a customer then you cant invoice them so you need an accounts package and nearly even the so called 'integrated' solutions have no visibility once you have a customer thats been invoiced.

Gary

[Saxon Heights]

We use Zoho, which seems to have a whole range of options when someone is a client.

[Mitchell]

MS Dynamics CRM

Does it all - especially lifecycle. It even links email I send directly into it related to the account.

Call a company which does design and implementation, and get a quote for putting something together for you.

Probably looking at between £10K - £50K depending on complexity of your needs, and whether you need any ISO rubber stamping for data integrity/storage/website implementation and/or any integration required for your accountancy/Sage/SAP stuffs.

You get all that hooked up, and you push a button and someone gets an email with a quote. It's very impressive.

M

[MozzComm]

saleforce is expensive but a fantastic tool!

[michaelallen]

It's important to manage the entire customer lifecycle for all aspects of business; records, financial, support, and for the sake of the relationship itself.

Many businesses go about this by trying to manage the client lifecycle through multiple apps; they'll manage the lead using CRM software, then when it's a secured client, they transfer data and collaborate on projects using PM software, track time using an additional app, bill the client using a different app, and continue to do this for other business processes.

This can be detrimental to a business' efficiency and bank account. Why not incorporate the entire process into one central system? WORKetc is a great example of this - combining CRM, project management, time tracking, billing, support, email marketing, and other tools into one system that allows you to track the entire lifecycle of your clients - from beginning to end - under one app that you can run extensive reports from as well.

Everything you do with a client is recorded on that client's profile - all email correspondence, items you've worked on related to the client (i.e. leads, tasks, projects, timesheets), comments, files, etc. So - it takes little more than a glance at a contact's profile to be immediately informed on all aspects of that relationship.

I'd recommend looking into a tool like WORKetc before spreading your data and business processes through multiple apps, which could ultimately harm your business!

[MarcusT]

I would definitely recommend SalesForce. We use it with great pleasure where I work and its a really good system. Good luck!

[toastking]

I work for a company that have a number of CRM options, including one programmed by the company itself and I personally know a number of industry experts. Unfortunately, I am not one of them and my knowledge is limited.

I do however use a combination of Microsoft CRM linked into Outlook and Sharepoint on a daily basis and could very happily recommend the CRM side and everything is nicely integrated to do the whole cycle throughout the company, but being an IT company you would expect it to be pretty good for your own needs!

[QuickHomeBuyers]

Perhaps give SugarCRM a try? Possibly can help better if you can tell a bit more about your business needs.

[amac]

Originally Posted by Mitchell

MS Dynamics CRM

Does it all - especially lifecycle. It even links email I send directly into it related to the account.

Call a company which does design and implementation, and get a quote for putting something together for you.

Probably looking at between £10K - £50K depending on complexity of your needs, and whether you need any ISO rubber stamping for data integrity/storage/website implementation and/or any integration required for your accountancy/Sage/SAP stuffs.

You get all that hooked up, and you push a button and someone gets an email with a quote. It's very impressive.

M

I think you've summed up CRM well - i.e it's really effective when used correctly but it can be expensive for SMB's in particular.