Customer Relationship Management (CRM) Software

Best Customer Relationship Management (CRM) Software include:

Salesforce.com, HubSpot CRM, Pipedrive, Freshsales, Insightly, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), and Zoho CRM.

Customer Relationship Management (CRM) Software TrustMap

TrustMaps are two-dimensional charts that compare products based on trScore and research frequency by prospective buyers. Products must have 50 or more ratings to appear on this TrustMap.

Customer Relationship Management (CRM) Software Overview

What is CRM Software?

Customer relationship management (CRM) is a business strategy that stresses good ongoing relationships with customers. It holds that maintaining these relationships drives growth and profitability. There are two core elements of this customer-centric strategy:

  1. Presenting a unified face to the customer

  2. Providing a seamless customer experience

CRM software can help by synchronizing customer communications among business units. Sales, marketing and customer service can all get on the same page. It acts as a system of record for contacts and accounts throughout the customer lifecycle. With CRM tools companies can track, automate, analyze, and optimize customer interactions. At its core, a CRM is a database of contact information and interaction history for each individual contact.


Multiple departments may be using the CRM within one organization. These include sales, marketing, customer success or service, and potentially other teams too.

Customer Relationship Management Software Features

In general, customer relationship management technology provides the following sets of capabilities:

Customer Data Management

CRM software collects and organizes customer data. This includes contact information and interactions via email, phone, web chat and social media.

Sales Acceleration and Enablement

CRM software helps streamline and automate certain sales-related duties. This helps enable sales reps to do their job better and also accelerates sales cycles through automation of repetitive tasks. These tasks may include:

  • Creation of quotes

  • Order processing

  • Updating contact information

  • Sending emails

  • Sales forecasting

  • Evaluating employee performance

As the original source of sales force automation features, CRM systems are the most established type of sales acceleration technology. They are also considered a tool for sales enablement.

Marketing Automation

Many CRM software products include some marketing automation features. Others integrate with dedicated marketing automation products. Some features to look for include:

  • Email marketing

  • Lead management

  • Lead scoring and qualification

  • Landing page creation

  • Web forms

  • Marketing analytics

Customer Service & Support

CRM software products often provide customer support-related features. Many also integrate with standalone customer support software (i.e. help desks and contact center software). Customer support features may include:

  • Knowledge bases

  • Ticketing systems

  • Live chat

  • Customer support portals

Additional Features & Considerations

Some CRM software products also offer project management and social media management capabilities.


Additional considerations when evaluating CRM software include:

  • Deployment type (on-premise vs. hosted)

  • Customization options

  • Usability/UX

  • Mobile access

  • Security and privacy

  • Ease of integration

  • Scalability

Benefits of Using a CRM System

CRM systems hold a number of benefits for both small businesses and enterprises. When implemented properly, CRM can:

  • Create a single storehouse for customer data

  • Provide greater visibility into sales, marketing and customer service processes

  • Help optimize customer communications

  • Shorten sales cycles

  • Improve customer retention

  • Help companies understand and address the needs of customers

  • Increase customer satisfaction

  • Automate tasks

  • Increase operational efficiency

  • Free up employees to focus on customer interactions

Marketing CRM Software

CRMs are usually sales-focused. But there are benefits for marketing as well. Marketers usually store their leads in a CRM system, and often help with database management.


Integrating your CRM system with marketing automation, CMS, and eCommerce platforms can help improve marketing campaigns performance. Information in the CRM helps marketers target their messages sent through these systems to the right people. These communications can then be tracked within the CRM.


Marketers can also use CRM software to report on marketing goals, like lead engagement and leads passed to sales. Having a shared database can help align sales and marketing efforts as well.


Some marketing automation tools include a built-in CRM system (e.g. HubSpot and SharpSpring). Additionally, some CRM vendors have developed marketing automation capabilities (e.g. Salesforce and GreenRope).


All-in-one marketing tools typically include both CRM and marketing automation functionality. They often also have content management, SEO, social marketing and eCommerce capabilities. These tools are aimed at small businesses looking for basic features. Larger companies tend to favor a best-of-breed approach, integrating their CRM,marketing automation, and other systems.

CRM System Comparison

Here are two key things to consider while evaluating different CRM software products:


  1. Do you need a CRM that has been designed for either a specific industry or department? Some customer relationship management systems have been designed with a specific use case in mind, for example, Pipedrive is especially well suited for sales. There are also a range of CRM products that have been designed for the Financial Services industry. Other CRM products, like Salesforce and HubSpot CRM are ideal for use across industries and across functions.

  2. Does your business need an easy to use and budget friendly CRM solution, or a more comprehensive solution that allows for greater customization and offers advanced features? There are CRM products at both ends of this spectrum, as well as products in between. More advanced solutions may have a longer implementation timeline, have a steeper learning curve, and may need a dedicated administrator. On the other hand, lightweight CRM solutions may take less time to set up and start running, but they may not have the same breadth of features available.

Pricing Information

CRM software is usually priced by user on a monthly subscription model. Price per user depends on the extent of the features you are looking for. Subscriptions can start as low as $12/mo. per user for small businesses. Enterprise level tools rise to hundreds of dollars per user per month. This tier typically has more automation, reporting, integrations, and customer support features.


There are some free and freemium models available. However, these tools are typically limited in terms of users, contacts, and/or features, with extensive prompts to upgrade to a paid version to unlock more features. HubSpot CRM is one notable exception. Since HubSpot’s bread and butter is its inbound marketing software, its simple CRM is “free forever” - even if you’re not using their paid marketing tools.

Customer Relationship Management (CRM) Products

(1-16 of 241) Sorted by Most Reviews

itracMarketer
itracMarketer is an Email Marketing, Marketing Automation and CRM solution built for business growth on a data secure and compliant platform.itracMarketer promises to: save time with automated campaigns and lead capture, amplify customer acquisition and retention, and optimize marketing performance.…
Leadscore.io
Leadscore is an affordable CRM suite with sales & marketing automation solutions dedicated to small companies with big ambitions. Leadscore was created for small businesses. We focus on intuitive interfaces, clean layouts, and a smooth user experience. Keep things simple and pick which features …
Intellasphere Brand Affinity Marketing System
IntellaSphere's Brand Affinity Marketing System builds awareness and recognition with prospects and strengthens brand loyalty with customers. According to the vendor, the product serves as the missing link between consumers who express their affinity and businesses, so both can benefit directly, It'…
SP Workplace Solutions
SharePoint CRM is a fully-featured customer relationship management (CRM) solution built as an integration in to Microsoft SharePoint.
Bigin by Zoho CRM
Bigin is a pipeline-centric CRM that is built and priced for small and micro businesses. Coming from the family of Zoho's customer relationship platform, Bigin is designed to help small businesses move away from spreadsheets and legacy sales tools to manage their customer relationships. The vendor p…
Sales CRM Software
Archiz Solutions offers Custom CRM Software to align sales, marketing and support process strategies with customers intent, and to enrich their overall experience.
Second CRM
Second CRM offers a common technology platform, covering sales, customer service and operations, for small to medium businesses, to implement data driven standard processes that improve productivity and help businesses scale. Along with the generic automation software that serves majority of small t…
CRMnext
CRMNext is a customer relationship management (CRM) software for every step in the sales and marketing lifecycles.
Cosential
6 ratings
0 reviews
Cosential is a customer relationship management (CRM) and proposal management platform built specifically for architecture, engineering, and construction companies.
ProDBX
ProDBX is an All-in-One Cloud Software solution dedicated to improving the way roofing, pool building, and construction companies operate. From out of the box to full customization, users can choose how they want the software to be configured.The goal of ProDBX is to allow contractors and small cons…
Pivotal CRM
Pivotal is designed to enable customized experiences built around specific business processes, not the other way around. It automates sales, marketing, customer service and contact management functions, enabling you to generate and capture leads, win more deals, increase customer satisfaction, and d…
SAP Sales Cloud
14 ratings
0 reviews
SAP Sales Cloud (formerly SAP Cloud for Sales) is a cloud sales application with sales automation, enterprise resource planning (ERP) integration, and collaboration capabilities.
JobNimbus
JobNimbus is a mobile customer relationship management (CRM) solution.
SAP Digital CRM
7 ratings
0 reviews
SAP Digital CRM is designed to bring together sales, service, and marketing to give teams a complete customer engagement solution. According to the vendor, users can get up and running in minutes, and start making every sales and service engagement a personal connection.
SuperOffice CRM
SuperOffice CRM is a customer relationship management (CRM) software built as an integration with all Microsoft Office applications.

Frequently Asked Questions

What is customer relationship management software?

Customer relationship management (CRM) software is a centralized database that records, stores, analyzes contact and account-level information. This information can include communication with customers and potential customers over email, phone, or other digital communication channels.

What are the best customer relationship management (CRM) systems?

The Top Rated CRM software product include:


Some of these products are designed with specific use cases in mind. For example, Pipedrive is primarily a sales CRM and includes sales automation features like auto-populating contact information. Learn more about these products and other CRM solutions here.


What is CRM software used for?

Sales, marketing, and customer success/service teams use CRM software to help keep track of customer information and interactions. For sales, this may involve the creation of quotes, order processing, lead qualification, and sales forecasting.


For marketing, CRM activities may include lead management and nurture, landing page creation, and email marketing. For customer support, CRMs can serve as a knowledge base or ticketing system.

What are the benefits of using a CRM system?

Some of the key benefits of using a CRM system to track and store customer data include:

  • having a ‘single source of truth’ to track and store contact data
  • ability to automate repetitive tasks
  • increased visibility into marketing, sales, and customer service processes
  • ability to conduct lead scoring based on historical data
  • greater sales efficiency, leading to shorter sales cycles


To learn more about CRM systems and the benefits of adoption one, read TrustRadius’ Customer Relationship Management Software description.

How much does a CRM system cost?

There are a few examples of free CRM systems, like HubSpot CRM, or vendors that offer a free (but limited) version of their paid software. Most CRM products range from $10 up to hundreds of dollars per user per month. The more expensive plans usually have much more advanced features and increased access to customer support.