CRM – a system for managing a company’s interactions with current and future customers. It often involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support.
CRM solutions are becoming more and more popular among both online and offline businesses, as they allow to keep track of the sales, know were they originated from, how much money was spent to obtain the customer. These solutions also make a post sale support and tracking much easier and can lead to increased number of sales to a returning customer in the future.
Because of the increased interest in CRM solutions, the number of companies offering them to businesses has been increasing over the years.
Figure 1. Number of CRM developers established in the past 20 years (based on capterra.com data)
The above figure shows the more and more increasing number of new companies entering the market with their CRM solution in the recent years. What kind of options do these solution offer?
Figure 2. Features included into typical CRM software on the market (based on capterra.com data)
As the above data shows, the most popular features in the CRM software are Search Functionality, Customer Support Tracking, Self Service. The least popular are Customer Service Analytics and Integration.
Does the lack of particular features in certain CRM products influences user experience as well? The analysis of top 15 products listed on Capterra, shows that even if some features are missing, this doesn’t impact user experience heavily – the average overall review score for these packages is 4.7:
Figure 3. Overall review score for the top 15 CRM products on capterra.com