CRM Software FAQs

  • What is customer relationship management (CRM) software?

    Customer relationship management software (CRM) helps companies streamline their sales and outreach processes by managing their customer database, tracking communications, and forecasting sales. All types of businesses can use CRM software to maintain and develop relationships with current and potential customers. Customer relationship management software typically includes campaign management, email marketing, and interaction tracking.

  • How can customer relationship management software help my business?

    CRM software can help a wide variety of organizations from small businesses to large enterprises including sales teams, wedding planners, nonprofits, salons and more by streamlining stakeholder communication and marketing. CRM software tracks customer interaction, stores information, and automates marketing efforts while helping to increase customer satisfaction and retention, as well as help grow sales and manage revenue.

  • Who should buy customer relationship management software?

    If you’re interested in increasing customer retention and satisfaction, chances are that you can benefit from CRM software. CRM software is used across all types of industries, from hospitality and finance to manufacturing and consulting. For more information on CRM users, check out our CRM User Research Infographic. For more information on how users find, purchase, and use CRM software, visit our CRM Industry User Research Report.

  • Do small businesses need CRM software?

    Businesses of all sizes can benefit from CRM software! CRM can help small businesses keep track of their customers. According to our research, five easy and affordable CRMs for small businesses include Teamgate, Hubspot, Less Annoying CRM, amoCRM, and Pipedrive. For more insight, read our comparison blog post to see the difference between small business CRMs and enterprise CRMs.

  • What are some common customer relationship management software features?

    According to our research, some of the most common CRM features include contact management, customer support, email marketing, interaction tracking, lead management, and marketing automation. Refer to Capterra’s CRM Software Features Guide to get a side-by-side comparison of some of the different solutions and the features they offer.

    We took our research a step further to identify the most used CRM software features: calendar management, email marketing, quote/proposal management, marketing automation integration, and lead scoring.

  • Should I demo customer relationship management software before making purchasing decisions?

    Yes. Most people demo two or three options after completing their initial customer relationship management software research. Taking advantage of free demos, webinars, and trials is a great way to gain insight into which features and functionality best fit your company’s needs.

    According to our research, three tips for making the most of CRM software demos are:

    1. Request a private demonstration
    2. Tie software features to goals and priorities
    3. Take good notes

    Keep these questions and their corresponding answers in mind when conducting research to purchase new CRM software or to update the CRM software you’re already using!

  • What factors should I keep in mind when looking for the right CRM software?

    According to our research, the five things you should ask yourself when looking for CRM are:

    1. What does the end user really need?
    2. What features do you really need?
    3. What's the customer service like?
    4. What does account maintenance look like?
    5. Are you ready for a culture change?

    Keep these questions and their corresponding answers in mind when conducting research to purchase new CRM software or to update the CRM software you’re already using!

  • What is the most popular customer relationship management software?

    Every year, Capterra releases a list of the most popular customer relationship management software. Right now, the most popular CRM software options are Salesforce, Zoho, Act!, Microsoft Dynamics, and Hubspot.

  • What is the most user-friendly customer relationship management software?

    Every year, Capterra releases a list of the most user-friendly customer relationship management software. Right now, the most user-friendly CRM software options are Teamgate, Less Annoying CRM,, Pipedrive, and Base.

  • What is the most affordable customer relationship management software?

    Every year, Capterra releases a list of the most affordable customer relationship management software. Right now, the most affordable CRM software options are Apptivo CRM, HubSpot CRM, Zoho CRM, InStream, and ProsperWorks CRM.

  • Are there easy to use systems out there for less tech-savvy people?

    In a recent study, we found that the most important factors in CRM purchasing decisions are functionality and ease of use. For that reason, software vendors take pride in the efficiency and effectiveness of their products. The best way to determine if a solution is user-friendly is to visit their website and sign up for a free trial. Free trials are a great way to see what a system has to offer and how easy a system is to use. Plus, it’s risk-free because they are free of cost!

  • How much does customer relationship management software cost?

    CRM software prices can vary drastically depending on what your company needs in terms of features and number of users. The cost of CRM software runs anywhere from $5 per month to $299 per month. One-time fees range from $49 and up, and annual costs start at $120. For more information on customer relationship management software costs, visit our pricing guide.

    To see a snapshot of the most affordable CRM software options measured by their average monthly cost, total number of features offered for that cost, and customer reviews, visit our Top 20 Most Affordable CRM Software report.

  • Are there any free CRM software options?

    While your company’s needs and number of users can drive up the cost of some CRM software, there are some great free CRM software options too. According to our research, the 10 best free and open source CRM software solutions are: SuiteCRM, CapsuleCRM, Insightly, Really Simple Systems, FreeCRM, Bitrix24, Raynet, vTiger, ZohoCRM, and Zurmo.

  • Which CRM software systems are most popular, affordable and user-friendly?

    For those buyers who equally value software popularity, affordability, and ease of use in their purchasing decisions, we have created the Top CRM Software Roundup. The capstone solutions in the center of that graphic made all three Capterra reports (Top 20 Most Popular, Top 20 Most Affordable, and Top 20 Most User-Friendly), while the other slices show which products made more than one report.

  • How can CRM software promote customer retention?

    Customer retention can be increased by CRM software through its various features including contact management, customer support, email marketing, interaction tracking, lead management, and marketing automation. CRM software can help businesses track customer engagement and activities while targeting customers with personalized interactions. According to our research, customer retention and customer satisfaction were the two aspects of businesses that were most significantly impacted by CRM software. When researching ways in which CRM increases retention (and revenue), we find the following five results: concentrate your efforts, spot and fix problems sooner, target customers with special offers, be reliable and responsive, and maintain and perfect the human element.

  • What is the difference between web-based and installed customer relationship management software?

    Web-based CRM software is cloud-based and accessed through the internet. Data is stored and accessed through the software company’s remote hardware. Installed CRM software is stored and accessed on each user’s computer. It’s comparable to the difference between Google Docs and Microsoft Word; the former is saved and stored online by Google, while the latter is stored and saved locally on the user’s computer.

  • Should the CRM software I purchase be web-based or installed?

    Whether your CRM software should be web-based or installed depends on your industry and your company’s needs. While the vast majority of the population uses web-based CRM software, on-premise or installed CRM software is still common. According to our research, 73% of CRM users had web-based/hosted CRM software whereas 27% of users had on-premise/installed CRM software.

  • Does customer relationship management software integrate with marketing automation software?

    CRM software can sometimes integrate with marketing automation software depending on which types of software you have. In a recent study in which we asked which CRM software features were most used, 44% of users responded with marketing automation integration.

  • What are the benefits of using CRM software?

    Using Customer Relationship Management (CRM) software software can help improve your customer service, interactions and relationships. Everyday tasks can be automated, collaboration and communication across teams can be improved, and analytical data and reporting can be made more accessible with CRM software. CRM software also plays a big role in increasing retention and revenue.

  • Full CRM Software List