Small business customer relationship management web-based solutions

Solutions for a small business customer relationship management system need to be different than for a SME (small or medium enterprise) or SMB (small or medium business). A SSB owner (small small business) wants to find an affordable CRM solution and one that is easy to install and operate. The best CRM for small businesses is a hosted web-based solution such as FreeCRM, CRMbyWeb and SalesProCRM that offers smooth data integration with a contact manager, efficient functionalities, and lead capturing and data sharing. All of these features are vital for a small business's sales, service, and marketing CRM strategy. 

Since small businesses (SSBs) don't have a lot of personnel on staff, and anyone who is in CRM training is taking time away from their job duties, finding a fast and easy CRM solution is key for success. Unlike the larger SMB's who have more staff members, and can afford the higher priced software and monthly fees from Siebel or ACCPAC International; CRM software for a small business has to have a lower cost of entry and lower total cost of ownership. The CRM solution also has to function without a server infrastructure and without a complex IT network. Overall, SSB's will gravitate to the CRM solution that focuses on timeliness, so that the business can be able to respond to potential problems or opportunities faster than its competition. Staff and clients must be informed about the relevant customer data in order to use this information for generating more leads and retaining existing customers. 

A look at some competitive small business (SSB) CRM solutions

• FreeCRM (www.freecrm.com) -- This software is available for free to customers because of its limited storage capacity and its use of banner advertising. Customers also have access to 128 bit SSL encryption, data that is backed up hourly, contact, e-mail and lead management and document sharing, as well as import and export functions that work well with database software such Act!, GoldMine, Outlook, and other database applications. Unlike a SMB CRM solution like ACCPAC CRM, which integrates with existing IT solutions, and offers training and support services, FreeCRM keeps its CRM solution simple, yet is fast and secure.
   
• CRMbyWeb (www.crmbyweb.com) -- This CRM application emphasizes customer maintenance and would be an ideal for a service-based business like a doctor's office. It features a customer self-service area for customers to submit their information directly online to the CRM database to check the status of their cases, and to review order history, invoices or pay online. The Customer Maintenance function is the key feature for this software because of its ability to add, review, update, and delete customer information. The feature also manages locations and contacts, maintains information on leads and prospects, accesses account activity reports, prints labels, and sends mass e-mails. In fact, Customer Maintenance is linked to the calendar/scheduling areas, the quotes area, and most importantly to the ordering area. Unlike Siebel's multichannel capabilities and centralized data integration, CRMbyWeb is designed for servicing a single customer and would be ideal for a small small business in the service industry.
   
• SalesProCRM (www.salesprocrm.com) -- This CRM solution is easy to use and is available in several editions for customers, including a free one that can later be upgraded. The editions include the Enterprise Edition with forecasting and document library, the Personal Edition-Plus, with bulk data importing and live support, and the Personal Edition-Free. This CRM solution of the three small business (SSB) CRM solutions is perhaps the most comparable to the ACCPAC software SMB solution because of its database and e-mail integration systems, although SalesProCRM does not have PDA or wireless capabilities to connect to a mobile sales force.

Characteristics of an effective SSB CRM solution

Smaller businesses can least afford to waste valuable time and financial resources on ineffective CRM solutions. A strong CRM solution for an SSB will have the following characteristics.

• Increase the productivity of the company's salesforce, so that more revenue can be earned with fewer salespeople.
   
• Target customers and prospects that would be most likely to buy, and would not spend time on those customers who be less likely to buy. |
   
• Convert the staff into product or service experts who will gain skeptical customers through their knowledge and expertise, and keep them coming back.
   
• Increase profits, revenues and customer satisfaction.

Today, a small business owner in a SSB has a lot of choice in the small business CRM solution market. Looking at FreeCRM, CRMbyWeb, and SalesProCRM, plus many others, is the right step for building the business. While these CRM solutions may not have all of the capabilities and features of a Siebel or ACCPAC CRM solution, these solutions will fit the small business and help it better respond to its unique customer relationship management and marketing needs.