What is the Best CRM Software for a Small Business?

Customer relations management, or CRM, is essential if a small business hopes to keep track of its customers and their contact information, purchase history and recent inquiries or issues. In the past, CRM often consisted of keeping Rolodexes or large manila envelopes filled with customer information; however, times have changed, and today most CRM is performed using advanced software.

When choosing from CRM software, the small business owner will find many brands and vendors on the market. Here are five key features and points that the small business owner should keep in mind:

1. Remember - price isn't everything. Many small businesses don't want to spend a lot of money on CRM software; however, consider the fact that this software will track not only customers, but also staff, salespeople, vendors, distributors, branches, etc. Also, it will take a good deal of time to input all business information into the CRM software, so an intuitive and upgradeable system is ideal. Cheaper software systems may be riddled with bugs and error messages, limited features and nonexistent customer and/or technical support staff.

2. Buy the software, not the service. Many CRM companies are really just hosting companies that offer CRM software use via Internet connection. This poses several problems, including the potential loss of all CRM information if the company goes bankrupt or changes its business focus. The hosting company could also increase its usage rates at will. Instead, purchase the actual software and install it to a server located at the small business. This option is more expensive but certainly worth the peace of mind.

3. Break the CRM software. During the demonstration process and/or trial period, do everything possible to lock up or otherwise challenge the CRM software. This is the time to "break" it, since this is also when salespeople will do everything possible to correct and address the problems with the CRM software. Breaking the software also prepares the small business for the eventuality of actually encountering an issue with using their CRM software.

4. Buy software that is upgradeable. As a small business expands, so will its list of customers and their needs. The CRM software must be upgradeable in order to accommodate changing small business needs. Otherwise, the small business will be buying yet another CRM software program in a few years.

5. Get easy-access vendor technical support. Ideally, the CRM software vendor should be retaining its original team of programmers and IT professionals so that the team can anticipate and address eventual CRM software issues and upgrade requests. Vendors that rely on contract work run into trouble later on as software service questions and issues start coming up. Therefore, it is best to purchase software from a "full service" company that employs most of its programmers and doesn't rely on contract help.

Using these tips, you find the best CRM software to fit the needs of your small business.