Should SMBs use different CRM systems than corporations?

That depends completely on the type of business you have, so this short answer probably doesn't help too much. The longer answer is that small business likely can use the same tool, but will use it in a very different way. Most companies use only a small portion of the total functionality available to them with any given CRM tool; for smaller enterprises where the reporting and hierarchy is less complex, the CRM tool can be correspondingly used at a 'lower' level.

As for the specific apps available, the best combination of functionality, versatility and pricing I've seen is SalesForce.com (SFDC). Others that seem to be pretty strong include SugarCRM, FreeCRM, and SalesLogix. The latter 3 are a little less intuitive and harder to implement, requiring more time to learn & use than SFDC. All have reporting layers and additional functions for dashboards that allow you to view vital information with few (if any) clicks. FOCUS just released a comparison for on-site CRM solutions (http://media.focus.com/assets/comparison-guide/comparison-guide-premise-crm/p...) ; the ones I mentioned above are hosted solutions.

Ultimately, if you're searching for a tool for your business, consider simply talking with as many people as possible who are using the tool now and get their input. The tough part is translating what you hear from these disparate sources to your own circumstances. Consider expert advice here, as well - depending on your implementation, it is likely well worth the investment.

Good luck!

Choosing the right software comes down to knowing your needs. The size of the organization does not always dictate the solution.

All popular CRM applications (either on your computer or online) offer the same basic features and modules, so it's in the details that they set themselves apart. That's why it's important to understand the small issues, not just the big ones, in order to select the right CRM.

Here are some things to consider:
How many users?
What is your budget?
Are you tracking leads?
Do you want to use CRM for marketing?
Do you want to track your pipeline?
Do you need CRM to be heavy in sales functionality? (not everyone does)
What information is important to your business and how do your want to view/use it?
Do you need sales forecasts?
Are you going to handle customer service through CRM?
Do you need to build a knowledgebase of customer problems and solutions?

All of these questions pertain to large corporations and small businesses as well.

In addition to some of the CRM listed already, take a look at ZohoCRM.com. (I am a Zoho Alliance Partner.)

Most of the popular CRM solutions offer a free trial. Sign up and test out a few. If you put some time into it you will start to learn what works and what doesn't for your business.

You may also get some ideas on what you need and how you want it to work.

A little homework can go a long way!

Hey Courtney,

Contrary to a few others that have posted, and in agreement with Min Ma, the short answer is, yes there are CRM systems specifically designed for small businesses.

Some are created with only the intent of being useful for large corporations, but they also market themselves as useful for small businesses to get more sales - when they really aren't that useful for small businesses. Such is the way of business.

You need to keep in mind every CRM or business management software will be unique and it's about finding the one that's going to fit your company's needs specifically. That doesn't mean the most popular option - that means one that makes the processes from within YOUR business more efficient/easier. And that may even be a software originally designed for large corporations - you never know!

That being said, I think as someone looking to get into CRM you should check out WORKetc. It's a tool specifically made for small businesses and is made to make all processes from within a business more efficient. This means not only CRM, but project management and billing as well. When combined these create a very desirable workflow and it can be used to run your entire business. The CRM portion alone will probably suffice for your CRM needs, this comparison chart shows WORKetc VS other competitors: http://www.worketc.com/compare

Great question Courtney!

A small business will typically need basic data sharing capabilities, email marketing and some basic process automation.

A large corporation will often be more concerned about data integration between 2 or more platforms - CRM, Accounting, ERP, etc.

Assuming that your small business doesn't need data integration capabilities, then its easy to over simplify the needs of your company for CRM.

Companies often think simple is better and there are certainly very inexpensive options for basic contact management amongst a remote or traveling team. However, if you plan to use the information for email campaigns or to create and automate best practice processes, you'll need to move up to the next level. This is where the landscape gets complex.

For instance, few CRM solutions for small business are able to perform full blown email marketing. You have to subscribe to a 3rd party emailing system that may or may not integrate with your chosen CRM.

SalesNexus.com was designed to be full featured CRM that easy to setup and tailor to your unique small business.

Hello Courtney

No need to buy a BIG Mack truck when a dependable 1/2 ton pickup will do the job.

One of the most difficult obstacles you will find with CRM implementation is user adoption. Keep in mind, populating and maintaining data, and keeping the information fresh and accurate, must be easy to do or it simply will not get done.

Define the needs of your company and then do your homework. A good CRM sales rep should ask for YOUR list and then easily be able to demonstrate how his/her system matches up with your needs. No need to be told about all the amazing stuff a CRM can do if it can't easily fit your basic needs to begin with.

Be patient and do your homework, it will pay off in the end...

Best of Success!

Courtney,

As the others indicated, the answer can vary based on the needs of your organization. Start by answering one question: how much value do you think your organization can get from a CRM system in the near term?

Some very small organizations don't expect a big return on their investment in the near term. In those cases, you'll likely have trouble considering the kind of investment that will get a sales rep interested in returning your call. In those cases, think about an inexpensive entry-level solution (Zoho, Salesforce.com Group Edition, ACT, Business Contact Manager or Dynamics CRM Online at the high end).

If you expect that a carefully planned CRM project may result in significant returns for your organization, then consider the questions posed above. It will be worth your time to go through a deliberate process not only in choosing a CRM solution, but MORE IMPORTANTLY, in planning your CRM project.

You should know up front that 40%-60% of CRM projects fail. And the reason for failure is usually poor planning up front or poor training on the back end. So software selection has less to do with success than does a carefully executed plan for implementation.

Good luck!

Hello Courtney,

You should also look into the productivity boost that your team can benefit. It's hard to quantify with many selection of CRM software. The best way of knowing it is by experimenting it with few of your sales team and get their feedback. The best judge is always the user. There is no point implementing something that end user would not adopt.

Borneosoft CRM (http://www.borneosoft.com) always keeps in mind ease of use and things that can save time and effort. It offers Free Edition too with all functionality, and there is no time limit.

Are certain CRM systems more appropriate for SMBs than corporations?
Yes.

which ones are more appropriate for SMBs?
Enhance the old system which is being used to meet the new business requirement.
Only consider the new system if you have no chioce.
e.g. SAP ONE.

which ones are more appropriate for larger companies?
More powerful and cost effective,
e.g. SAP CRM, Oracle CRM

There are differences in the features and capabilities available with CRM systems. Many of the traditional systems, Oracle, SAP and others, were designed years ago for large enterprises. They are usually large and complex. In addition, they often require that the SMB install the software and run in on premise. One reason why Salesforce.com became so popular was it offloaded those functions and relied on a hosted systems approach. My take is that is where an SMB may want to start. CRM systems feature similar basic functionality but in some cases have been enhanced to work in various vertical markets. My advice to an SMB would be to look for channel partner(s) who may have taken one of these tools and tailored it to their specific industry and if possible, opt for an off site rather than an onsite solution.

With the advent of the cloud, web based platforms are most often used by Small Business segments today; for instance, On Demand CRM apps are accessible from anywhere and they are highly preferred as a cost-effective tool. At Intelestream, we provide a web based CRM solution, called intelecrm, developed with small businesses in mind. We offer features from sales force automation, marketing automation, customer support, social media tools and much more… An additional bonus is our unique pricing model that charges for the amount of data recorded rather than the amount of users. We have written a whitepaper comparing OnDemand versus OnPremise CRM solutions that will offer an overall picture of the Cloud computing. It can be read at http://intelestream.net/en/lp-online-versus-on-premise.html.