CRM Software - Page 63

Essential CRM software buying information

Customer relationship management (CRM) software enables customer interaction, support, and relationship management via contact management, interaction tracking, and lead management features.

Sales and marketing professionals use CRM software to capture and organise customer data, streamline their sales pipelines, and optimise outreach. Industry-specific CRM systems are also available.

Most CRM software solutions on the market are priced “per month”, and a typical entry-level pricing plan is around $1,292 (approx. ₹1,10,458) monthly. Subscriptions for premium and advanced systems, including additional features such as unlimited users and advanced reporting, commonly cost about $17,664 (approx. ₹15,10,159) monthly.[1]

If you’re a first-time buyer, begin your software search with your budget, number of users, specific use cases, and necessary integrations in mind. Additionally, consult with stakeholders on a list of critical questions to ask providers to determine if an option fits your needs, such as:

• Which customer management and sales tasks can this system automate?
• How can we use this tool’s dashboards to better visualise and track the movement of leads?
• How easy is adding customisable fields to internal databases and/or customer-facing pages, such as lead capture forms?
• What level of technical support will I get from the CRM provider?
• Does this software use artificial intelligence to deliver personalised customer experiences and/or predict sales? If so, how?
• What level of technical support will I get from the CRM provider?

Pro tip: customer support considerations

Shep Hyken,[2] a customer service thought leader and consultant, says his CRM buying experience taught him that user-generated content about using a system is often just as valuable as vendor-created resources.

“I asked the salesperson how they support customers when they have questions. To my surprise, they told me to use Google. Within seconds, I had video tutorials from the company and other customers who wanted to jump in and show others how they resolved similar issues.

Once I started using the software, I didn't even have to call the company to resolve my questions about the CRM. As a result, I felt positive about having chosen their product.”

What is a CRM system?

A CRM system enables businesses to manage interactions with current and potential customers. It provides a centralised platform where companies can store, organise, and access customer data and interactions. It also automates lead management, opportunity tracking, and sales forecasting processes.

CRM software solutions typically provide reporting and analytics capabilities to generate insights into customer behaviour, sales performance, and marketing effectiveness. They are related to contact management systems and are often deployed via the cloud. Gartner expects the CRM market to reach $200 billion (approx. ₹171 trillion) by 2027, with about 15% yearly growth.[3]

Capterra covers 2,013 CRM products—more than any other category of software we cover—with 14,859 reviews published in the past year.[4]

What are the best HR systems available in India?

According to our research, Bigin by Zoho CRM is the best rated in the category, with a 4.7 out of 5 rating from over 654 verified user reviews in the past 2 years.[4]

It offers a simplified pipeline view, effective lead management, and seamless integration with Zoho Campaigns and other Zoho tools. The mobile app enhances on-the-go management, while customisation options cater to small to medium-sized businesses. Bigin's intuitive interface, automation features, and affordability suit startups and small businesses seeking basic CRM functionality.

Features

• Contact Database: Reviewers highlight its ease of use, customisation, and comprehensive contact management, though some find it lacks detail and requires double tracking.
• Contact Management: Users appreciate its segmentation, tagging, and email integration, though some desire a better interface and customisation options.
• Sales Pipeline Management: Reviewers value its intuitive, customisable pipeline views and tracking, though some note minor improvements could be made.
• For Small Businesses: Users find it affordable, easy to use, and well-suited for small businesses, offering practical value and scalability.
• Lead Management: Reviewers praise its centralised lead tracking, segmentation, and automated workflows, though some find it complex or lacking features.
• Reporting/Analytics: Users appreciate its customisable reports and integration with Zoho Analytics, though some find it lacking in-depth analysis and forecasting tools.

How much does CRM software cost?

Most CRM software solutions on the market are priced “per month”, and a typical entry-level pricing plan is around $1,292 (approx. ₹1,10,458) monthly. Premium and advanced system subscriptions commonly cost about $17,664 (approx. ₹15,10,159) per month.[1] Entry-level CRM systems include the core functionality of a contact database, lead management, and interaction tracking.

Premium or advanced products that are priced higher typically include additional features such as unlimited users, advanced reporting, advanced customer and lead tracking, and sales funnel creation. First-time buyers should be aware that:

• Initial setup, training, and data migration are common upfront costs.
• Maintenance and customer support are common recurring costs.

Most (71%) of the CRM software buyers our advisors spoke to in the last 2 years are budgeting $35 (approx. ₹2,992) to $105 (approx ₹8,977) per month.[5]

Free trials are often offered by CRM software providers, and some systems offer free versions.

CRM Software features rated by users

All CRM software tools include contact database, interaction tracking, and lead management features, and most share a variety of standard features such as task and email management.

Core CRM features

• Contact management: Maintain a centralised database of customers and their contact information. 90% rate this feature as critical.
• Lead management: Store information about leads and contacts and track them through sales. 82% rate this feature as critical.
• Interaction tracking: Document conversations with customers and contacts to track interaction history. 80% rate this feature as critical.

Highly rated common CRM features

• Sales pipeline management: Use the pipeline view to visualise, track, and manage the leads in your pipeline. 81% rate this feature as critical.
• Email management: Integrate with email services such as Gmail and Outlook. 80% rate this feature as critical.
• Workflow management: Create, design and manage workflows for repetitive tasks. 78% rate this feature as critical.
• Task management: Create tasks, track their progress status or completion percentage, and view any associated notes or comments. 77% rate this feature as critical.
• Data import/export: Import and export data to and from software applications. 77% rate this feature as critical.
• Reporting/analytics: Collect and analyse data to generate reports, track pertinent metrics, and identify trends or patterns. 76% rate this feature as critical.
• Lead capture: Automatically identify and save contact information for potential customers. 73% rate this feature as critical.

Top CRM benefits identified by users

Facilitates easier team collaboration: CRM systems give teams a 360-view of tasks and workflows through features like activity dashboards and workflow management.

“It was easy to see what our team was working on, completing or planning to complete.”

–Victoria V., HRIS specialist, newspapers

Empowers sales reps: CRM tools provide sales professionals with powerful analytics capabilities that help them track KPIs and identify opportunities for upselling and cross-selling.

“This transparency helps make informed decisions and prioritise high-impact activities, ultimately driving higher sales.”

–Olu D., CEO, e-learning

Easily integrates with your software ecosystem: CRM systems are easy to integrate with other marketing tools, such as sales, social media, calendar, and email solutions, enabling seamless data sharing between systems.

“The tool is completely customisable and has very advanced marketing integrations within the cloud.”

–Sarah H., media director, marketing and advertising

Enables small-business growth: CRM software is valuable for supporting and growing small businesses, especially all-in-one solutions that can serve as a foundation when companies are just starting.

“I can customise fields, workflows, and dashboards to suit my business needs. Plus, it grows with my business; I can easily scale up and add more features as required.”

–Adnan A., owner, electrical/electronic manufacturing

Common challenges of CRM software identified by users

One of the most common challenges identified by CRM software users is the learning curve involved with implementing it. This makes sense, according to sales professional Mike Aldrich[6], who states that one of the biggest obstacles in using CRM software is the time required to maintain it.

“You have to put the time in,” he says. “Start your day by logging in and looking at your dashboard so you know which tasks to prioritise. It’ll show your progress toward your monthly, quarterly, or annual sales goals, and which deals you expect to close soon.”

Another common challenge identified by users is difficulty with payment plans. Such users might not be in a pricing tier aligned with the functionality they need, suggests Capterra advisor manager Michael Ziemba.[7] “These systems often have tiered pricing depending on whether they are entry-level or premium. It's essential to get in there and see what functionality you need.”

To set yourself up for success, here are some questions you can ask CRM software vendors:

• Is this software built with small businesses in mind?
• What is the implementation process like?
• How easy is it to integrating this new solution with the tools I already have?
• What type of ongoing customer support from the CRM vendor can we expect?
• Are there any user minimums to meet?
• Are there any crucial features locked behind premium price points?

What is CRM Software used for?

We analysed our extensive database of CRM software reviews and found that the most common use cases are:

• Streamlining the sales pipeline: Businesses use CRM systems to organise and prioritise incoming sales opportunities based on their behaviours and interactions.

• Organising clients and customers: CRM software helps maintain an organised client and customer data database that can be sorted and grouped to simplify follow-up communications and plan the next actions.

• Optimising email marketing targeting and automation: CRM software can build customer personas and segments for precise targeting, automating routine email marketing tasks or more advanced campaign actions.

• Analysing and tracking leads: CRM software users can capture potential leads and track their activities and interactions across touchpoints. They can also review the leads with detailed individual profiles or within a dashboard for a wider view with analytics.

CRM software can be categorised into the following four types:

• Operational CRM software improves a business’s operational efficiency through automation.

• Strategic CRM software focuses on customers and their interactions with a business.

• Analytical CRM software organises and analyses customer data, focusing on metrics such as recurring revenue, top sales accounts, and customer retention rates.

• Collaborative CRM software focuses on sharing customer information among internal teams.

Additionally, many CRM systems are designed to support specific industries:

• Real estate CRM software
• Construction CRM software
• Financial CRM software
• Healthcare CRM software
• Insurance CRM software
• Nonprofit CRM software
• Social CRM software

Common CRM software integrations

We analysed our extensive reviews database, and based on that, we determined the three software categories that most often integrate with CRM are:

• Email marketing software: By integrating your CRM with an email marketing tool, you can capture client data, such as interaction history and which emails they’ve opened.

• Website builder software: Connecting your CRM to website builder software lets you collect and analyse customer data in real time, personalise the online experience, and improve customer engagement. It also helps you streamline your sales and marketing efforts by automating lead generation and customer follow-up tasks.

• Project management softwarerojects more effectively, improve communication, and provide a better customer experience.

Recent trends in CRM software

1. India's Leading Position in CRM Adoption: India stands out as a significant global CRM software market player, ranking second in CRM usage among surveyed countries. This isn't just a fleeting trend; nearly a third (30%) of Indian companies consider CRM software a top priority for software investment in 2025. This highlights a strategic commitment to leveraging CRM for future growth and efficiency.[8]

2. CRM Revolutionises Indian Customer Service: The impact of CRM is particularly evident in customer service operations. More than half (59%) of Indian employees involved in customer service use CRM software to support customer calls. This widespread adoption streamlines interactions, improves efficiency, and ultimately enhances the customer experience by providing agents with a comprehensive view of customer history and preferences.[9]

Explore Top HR Platforms in India

• 4 best CRM software in India for SMEs

Sources

1. Capterra software pricing data: Only products with publicly available pricing information and qualified software products within the category are included in the pricing analysis. Read the complete methodology.
2. Shep Hyken, LinkedIn
3. Forecast Analysis: Customer Experience and Relationship Management, Worldwide, Gartner
4. Capterra reviews data: Capterra reviews are collected from verified users for individual software products. This report analysed reviews from the past 2 years as of the production date. Read the complete methodology.
5. Capterra advisor call notes: Findings are based on data from telephonic conversations that Capterra’s advisor team had with small-to-midsize businesses seeking CRM tools. For this report, we analysed phone interactions from the past 1 year as of the production date. Read the complete methodology.
6. Mike Aldrich, LinkedIn
7. Michael Ziemba, LinkedIn
8. and [a]. Capterra’s 2025 Tech Trends Survey was conducted online in August 2024 among 3,500 respondents in the U.S. (n=700), U.K. (n=350), Canada (n=350), Australia (n=350), France (n=350), India (n=350), Germany (n=350), Brazil (n=350), and Japan (n=350), at businesses across multiple industries and company sizes (5 or more employees). The survey was designed to understand the timeline, organisational challenges, adoption, budget, vendor research behaviours, ROI expectations, and satisfaction levels for software buyers. Respondents were screened to ensure their involvement in business software purchasing decisions.
9. Capterra's 2024 Customer Service Technology Survey was conducted online in May 2024 among 2,307 respondents in the U.S. (n=199), Canada (n=200), Brazil (n=188), Mexico (n=184), the U.K. (n=194), France (n=196), Italy (n=183), Germany (n=187), Spain (n=191), Australia (n=193), India (n=200), and Japan (n=192). The study aimed to explore how emerging call centre technologies enable brands to deliver exceptional customer experiences. Respondents were screened as full-time employees at organisations with 1 to 2,499 employees. They must be involved in customer service operations, use or buy customer service software, and handle customer service phone calls in-house or externally.