Crm system with automated sales accounting. CRM systems - what is it. Rating of the best customer relationship management systems and their implementation. An effectively implemented CRM system allows

AT modern world Increasingly, you can hear the acronym CRM. What it is? Do these systems only need or do those who just want to become a prosperous entrepreneur also need to “take advantage” of information about this component of business communications? About everything in order! It's worth taking a little time to learn the basics so you can refine your search later!

Abbreviation "CRM": what is it and how is it deciphered?

On the English language this abbreviation can be expanded into the phrase customer relationship management. The literal translation would be: "customer relationship management." This definition clearly traces the essence of CRM. What is it for business - a necessity or nothing more than an additional "bun", which does not have a significant impact on the success and profitability of the business?

It must be understood that any CRM is a whole range of solutions that allow you to optimize the work of an enterprise in several areas at once: with internal and external information, and other factors. It is very important that with the help of this solution the information is clearly structured and systematized, which greatly speeds up the work with it.

Considering that any business is only as successful as satisfied customers are, one must think that a CRM program is one of the components that are simply necessary for those entrepreneurs who really want to develop. The only question is how “fancy” the mentioned software should be. Let's figure it out!

What functions can a CRM have?

Must come from financial opportunities and specifics of the enterprise. CRM for business is a really serious choice.

The more complex and multifaceted an organization is, the more customers it has to interact with. And the absence of a CRM program can affect the business in a bad way. But trying to buy one of the most expensive computer software options is not always justified. And creating CRM "for yourself" is not always a cheap pleasure. Usually on the list functionality This product includes the following options:

1.Base of contact information. It can and should include all those with whom the employees of the company interact constantly. That is, customers, suppliers, contractors, partners, etc. This information allows you to save time and money (for example, a new employee who has come to the place of a retired one will not have to re-learn the nuances of cooperation with a particular partner, he will only need to study the available data). In essence, CRM is customer management, which is carried out unobtrusively, based on many influence factors.

2. History of transactions. Information about what, when and how much the client bought, in some cases, can help to conclude a number of new transactions. Therefore, to increase the profit of the enterprise. This is another argument in favor of CRM. Sales management with this tool is greatly simplified!

3. Control over transactions. This means that the client should receive equally adequate and up-to-date information, regardless of whether the manager who leads his project is present at the workplace. Organized data through CRM makes it simple and easy!

4. Database on monitoring competitors. In order for a business to be successful, one must always know what and how competitors are doing (promotions, discounts, novelties) in order to take appropriate measures in a timely manner.

5. Preparation and distribution of commercial offers (and other letters) in the CRM itself. What it is? It's simple: there are templates that can be quickly adjusted according to the current need, and sent to the client or partner without wasting time. This eliminates the need to spend time creating a letter from scratch.

6. Calendars, meeting and event planners. This functionality allows you to rationally plan the time of employees, distribute the hours of use of meeting rooms.

7. The presence of uniform reporting forms is a great way not only to track the current state of affairs, but also to make forecasts.

8. Special features that allow you to segment the database by customers and partners, offering each of them exactly what they need (discounts, seminars, new products, bonuses).

CRM in terms of choosing "for yourself"

As mentioned above, a product should be chosen not because it is used by many, and not because it has become the leader of any rating. The main criterion is the optimal price-quality ratio for you. For example, should you buy Microsoft products? CRM Dynamics is known all over the world, and in the CRM ratings this software is consistently held in the top ten. But the price is not the most attractive for small and medium businesses, in addition, experts note that high-quality machines are needed, there may be problems with customization, and importing data into this CRM is not very simple. What is it for the user? Of course, extra costs.

Among the leaders of CRM, the following utilities are noted:

• "1C-Bitrix: Corporate portal"and the fruit of the work of the developers of the same company" Bitrix24 ";
• "Megaplan";
• amoCRM.

Advantages and disadvantages of the most common products

Next - information about what you should know about rating systems. Having familiarized yourself with the most popular programs, having studied their pros and cons, you will be able to make the right decision and choose the software that you need, that is, one that will meet the specifics of your enterprise. So...

Amo CRM

Choosing software, you will certainly come across Amo CRM. What it is? This system is attractive to owners of various enterprises due to a simple and intuitive interface with extensive functionality and a variety of filters that allow you to manage tasks as efficiently as possible. There are possibilities and additions of notes. Unfortunately, there is no way to set subtasks and group them. But this gap can be partially compensated by tags.

You can create summary reports and reports with given CRM can be easily integrated with third-party software (the same mailing services).

Of the main disadvantages, they highlight the fact that you cannot add arbitrary fields to customer cards. You can't add directories, which is sometimes inconvenient.

The cost of the service is from 350 to 3000 rubles per month. Although there is a free demo option.

"1C-Bitrix: Corporate Portal" (CRM)

What is it for your business? Taking into account the fact that this product is not a CRM in pure, and much wider functionality, then it is not so cheap. On average - from 300,000 rubles (one-time). At the same time, one must understand that the completion of this system is not the easiest thing.

In fact, this software is more than functional. Here you can automate tasks that are constantly performed to the maximum. In addition, the program is perfectly combined with third-party products (the same SharePoint, Outlook).

It is also very convenient that the system prevents the creation of various kinds of duplicates. You can also set a variety of access rights, designate who is responsible for the import, customize name formats, etc.

Bitrix24: is it worth choosing?

This product is cloud based. Price - from 5000 to 9000 rubles per month. There is also a free version, but its features are limited.

In general, the system is convenient, but less functional than the "big brother" - "1C-Bitrix: Corporate Portal". It is worth noting that it is convenient to work with projects of various kinds here, due to the fact that the relationship between tasks, calendar and file storage is implemented.

As disadvantages, a rather heavy interface and the absence of tags are noted.

"Megaplan": advantages and disadvantages

This cloud CRM is quite functional, there are many filters, it is convenient to create reports here (diverse). A very user-friendly interface deserves special attention, which was created in accordance with the principles of usability, which allows for the utmost flexibility in customizing the system. True, if the browser installed on the computer is not the most modern, some blocks may not work correctly.

The issue price is about 75,000 rubles a year (meaning 10 licenses).

Results

It turns out that almost all common CRMs have both advantages and disadvantages. Therefore, you should choose one of them either based on preliminary testing of the free version, or after consulting with experts and considering in detail all the pros and cons. In some cases, you can completely limit yourself to the free CRM option (for example, if the company has a small staff). At the same time, it is necessary to take into account what tasks will be solved, and the qualifications of employees, and even how high speed internet! You also need to consider what is more profitable: pay a monthly fee or buy a license once. This will help you avoid disappointment! Successful choice, pleasant work and effective sales!

Due to the high competition between business software manufacturers, the best CRM systems have become free. Small businesses can use such programs for online stores or when providing services. In the review, we will consider 16 popular free CRM systems. Among them are Business.Ru, Bitrix24, Megaplan, Quick Sales 2 and other systems.

What are CRM systems and why are they needed?

The story of entrepreneur Ivan perfectly illustrates the answer to the question why small businesses need CRM systems. He opened an online store a year ago. The business grew, from three orders a day to 50, and Ivan lost his peace and sleep. He, a perfectionist, finds it difficult to delegate authority. Therefore, poor Ivan:

sits with employees without days off and reminds them of missed orders;

independently maintains a table to analyze the dynamics of demand for goods;

instructs managers and reminds them of service quality standards every morning.

Ivan can afford a day off or vacation if he hires a deputy to do the same job. However, there is no money for a deputy: all earned money is invested in the development of the store and advertising ...

Familiar situation? Fortunately, the problem of a growing business is easily solved. Entrepreneur Ivan needs to pay attention to free CRM systems for small businesses.

CRM (Customer Relationship Management - “customer relationship management”) is a computer program that automates the process of customer relationship of the company.

The CRM system helps to lead each client from the application to the issuance of the order, respond to negative reviews in a timely manner and control employees. All this makes it possible to increase average check and satisfy more customers.

Why do you need a free CRM system for small businesses?

1. Combination of several programs - in one

CRM-system combines the functions of more than seven programs. It helps to carry out mail and sms mailing, call reminders, store databases, analyze numbers better than Excel, and also helps answer customer questions in instant messengers and social networks.

For example, when installing a free CRM system, an employee of an online store needs to master only one program, that is, spend much less time on training. The manager does not have to open seven tabs and try not to lose sight of anything.

2. Automation of business processes to increase sales

Free CRM system for small business:

creates new documents according to the template, for example, it facilitates the shipment and acceptance of goods;

automatically issues an invoice;

reminds you of the time of the call or sending the order.

If employees use a CRM system, it means that they only work with clients without paperwork. Thus, you can increase the number of orders that an employee is able to serve. Consequently, small company able to cope with the seasonal flow of orders without hiring additional staff.

3. Collection and storage of information about customers and orders

An employee can quickly find a contact, an invoice, or a long-standing message from a client. Therefore, if there are problems with the order, the manager will respond promptly. Each customer will feel that he is a "favorite customer". Consequently, an increase in word-of-mouth sales is inevitable. Loyal customers will want to return to the company again and again.

4. Timely verification of the work of employees, even from abroad

The head of the business can control the work of the staff without even coming to the office. CRM-system reports on the actions of managers during the day can also be received online.

You can write comments to employees and remind them of business. But this will have to be done in exceptional cases. The CRM system itself will remind managers of upcoming deals.

5. Analysis of the situation in the company and standardization of processes

Thanks to CRM, the manager will be able to answer the following questions:

how long managers sell (starting from the first touch of the client and ending with the contract);

how effective the marketing campaign is (where more customers come from);

why people refuse to buy.

There are many tasks that a CRM system can take on. In life, not all of them are necessarily used. For example, according to analysts, small businesses are implementing free CRM systems mainly to save customer contacts. Only a third uses the possibility of automating sales or mailing.

TOP 10 Free CRM Systems

To understand what the best free CRM systems are, let's look at the main ones.

Table - Comparison of free versions of CRM

	Possibility of commodity accounting and use in retail	Number of users	Place for files, number of counterparties	Printed forms of documents	Must be installed on a PC or work in the “cloud”
Business.Ru			500 documents per year, 300 contractors		in the "cloud"
			no data		in the "cloud"
Bitrix 24	No, (only in the paid version through 1C)		space limit - 5 GB		in the "cloud"
Megaplan			1000 clients, 2 projects, 50 tasks each		in the "cloud"
simple business	No (paid version only)		200 clients, 50 tasks	in the paid version	in the "cloud"
			space limit - 1 GB		in the "cloud"
Supasoft CRM Free Lite			unlimited
			unlimited
			unlimited
			unlimited		in the "cloud"

1. Business.Ru

The free CRM system for small businesses "Business.Ru" is used by representatives of e-commerce, small trading networks companies specializing in the service sector. If you still do not know which system to choose, then try to start with it.

The free plan already allows you to register 300 counterparties, create 500 documents per year, and process 300 sales of goods. Printing of forms and maintenance of templates is available. There is also a personal calendar where you can add appointments and events.

The main advantage of the Business.Ru CRM system is that it is part of a full-fledged inventory service. An entrepreneur can conduct all business processes in one place: accounting for goods or orders, working with suppliers and warehouses, processing delivery documents, managing employees and finances, generating sales reports certain types goods and competent assortment management.

It is possible to connect the program of the same name for the online cash register (“Business.Ru Cashier”) to the Business.Ru CRM system, which complies with Federal Law 54. "Business.Ru Kassa" simplifies the work with checks and reports for the Federal Tax Service.

No need to switch between windows, implement additional services... Therefore, the Business.Ru CRM system is ideal for retail or online stores.

About why a product accounting program and a CRM system are needed for an online store,

Benefits of inventory accounting for retail described in this article>>>

Starting with the installation of a free version of the Business.Ru CRM system for working with counterparties, an entrepreneur can connect additional functions for business automation as the business grows. After all, “Business.Ru” offers several services at once. And all - within a single ecosystem of programs for doing business.

Tariff "0 rubles" is designed for one user.

The main tasks that the free version of the Business.Ru CRM system successfully copes with:

maintaining a database of customers and counterparties (name, birthday, etc.);

processing orders, storing data for each of the orders in the program;

sales reports and analytics.

In the paid version (“Initial” tariff, from 1125 rubles per month), the following options are available:

IP telephony;

integration with 1C;

adding additional fields;

accounting by serial numbers;

work in EGAIS;

connection of the online store.

In addition, other users can be added to the CRM system.

Another advantage is that Business.Ru is a cloud-based CRM system. Data storage in the “cloud” is offered free of charge, that is, CRM does not take up space in the memory of a personal computer.

Video: how Business.Ru CRM helps to simplify work with complex sales: https://www.youtube.com/watch?v=-peTHsaNBqk

2. Zoho CRM

The screenshot shows the English version of the Zoho CRM CRM system, since this program is produced by foreign company. Russified it was recently. However, it is worth preparing that technical support will respond in English.

The functionality includes maintaining a customer database, processing applications and storing reports on orders. The free tariff implies no more than 3 users and only basic functionality: recording information about customers and counterparties, setting tasks.

The advantages of the system include simple setup (like a constructor - elements are dragged and placed in the desired order).

The paid plan starts at $12 per month.

3. Bitrix 24

Those who have not seen the Bitrix 24 interface need to understand that this is not just an ordinary CRM. This is a corporate network with its own messenger, a program for corporate video calls. CRM is a small module within a huge system.

“Bitrix 24” offers to connect to the CRM system for free, subject to the work of 12 users.

Only basic functionality is freely available:

sales funnel;

order data;

calendars and time tracking;

customers and sales analytics.

Suitable for sole proprietors and small businesses who are looking for a free CRM system for their own needs.

Note that two years ago, the service introduced the ability to conduct free correspondence with colleagues and external users through Bitrix 24 without limiting the number of participants. The procedure for registering new chat participants is simplified.

Video about the work of "Bitrix 24": https://www.youtube.com/watch?v=zuqeb38dH68

4. Megaplan

Another popular free CRM online system is called Megaplan. It offers a huge amount of functionality, from basic sales capabilities to planning seasonal promotions. The developer company promises that users are waiting for tips on working with loyal customers. However, this is in the paid version.

The Megaplan CRM system has the following free tariff option:

one user;

the ability to conduct two projects simultaneously and in total - 50 tasks in them;

100 active events in the calendar;

sales funnel;

1000 clients;

20 GB on disk.

5. Simple business

Simple Business also has a free plan. Its features:

memory size - 200 MB;

200 clients;

• the ability to connect one site;

  up to five employees;

  videoconferencing.

6.Flowlu

A few years ago, Flowlu's CRM system was called differently - vDesk24. Many users know her under the old brand.

Flowlu gives you the opportunity to use the CRM system for free for an online store or services, subject to registration of no more than three accounts.

Free features include:

data storage;

project management.

Invoicing, for example, is already a paid functionality (from 1400 rubles per month).

7.Supasoft CRM

Supasoft CRM Free Lite is a solution for installing on a PC, for accounting and maintaining leads, and building reports. The free version is for one user.

The CRM program can be downloaded for free installation on Windows.

Supasoft CRM Free Lite is also available in a paid version - it is necessary when you need to synchronize the work of users.

The interface of the software solution resembles a traditional Windows file manager, so users can get used to it and master the work in a couple of days.

8. Quick Sales 2

Quick Sales is another CRM system for PC that you can download for free.

Available functionality:

work and maintenance client base;

reporting;

planning.

The free version of the CRM system is only available for one user. If you need to synchronize work in Quick Sales on several PCs, you will have to purchase a paid option.

9. Monitor CRM

CRM-system "Monitor" does not apply to cloud solutions. This is a program that is downloaded to a personal computer. A demo version of the CRM system is available for free. It is designed for one user and is available after specifying the client's data on the company's website.

The positive point is that there are no restrictions on the period of operation, the volume of documents, and so on.

In addition to the demo version of “Monitor CRM”, a demo example of filling in the database and a user manual are available to the user in order to install a free CRM system for small businesses on their own.

10. SalesapCRM

The SalesapCRM system offers, among others, a free plan. Of the positive aspects of CRM - the ability to integrate with mail, as well as creating your own fields and automation at no cost.

This version has restrictions on the number of clients (3 in total), data storage (200 MB), and only one sales funnel.

Customers praise the intuitive interface and high speed even the free version of CRM online. A company or client can be entered directly from the letter.

6 shareware CRM (there is a free trial period)

1.EnvyCRM

Envy is an interesting CRM, especially for managing forgetful managers (it's clear whether an employee has done a job or not). However, there is no free version, there is only a free trial period of 7 days.

2.AmoCRM

AmoCRM does not have a free version, but a free trial period of 14 days is provided. The site indicates that the company sometimes issues promo codes with an extended test period.

The interface of AmoCRM does not seem to stand out for anything special. However, there are interesting "chips". First, it is integration with mail.

Secondly, the ability to scan business cards and enter them into the database automatically.

3. Client base

Another popular system for working with leads and sales analytics is the “Customer Base”. Previously, it had free functionality for small businesses, but now only a paid subscription and a small test period of 14 days are available.

“Client Base” offers CRM with sales analytics, customer data storage and order processing. The system is distinguished by the ability to design tables so that CRM can be adjusted to different functions of stores and services.

4.Wirecrm

This CRM-system has a test period of 30 days, as well as a single and inexpensive tariff - 399 rubles per month (data from the end of 2018).

The system has the following functions:

scheduler

customer accounting;

sales analysts;

integration of telephony, website, applications using API;

invoicing;

financial Accounting;

creation of documents.

5. Fresh sales

Freshsales is a CRM system that does not have a free plan, but you can try the functionality using a trial period (30 days).

The system offers:

sales funnel;

potential client management;

tracking customer activity via email;

6.Intrum

Intrum CRM system has only a free trial version valid for two weeks. The difference between the Intrum solution and its competitors is industry-specific interfaces and flexible system configuration with the help of a personal manager.

CRM "Intra" includes the following functions:

corporate site-portal for personnel communication;

sales management;

customer base storage;

sales funnel, etc.

Basic principles for setting up a CPM system

Choosing the best free CRM system and installing it is half the battle. Competent setting CRM-systems will increase the effect of its implementation up to 30%.

Recall that a CRM system should:

help control the work of the staff (in order to have an understanding of where the client leaves);

improve the quality of work with clients (the employee will no longer be able to come up with an excuse that he called, but did not get through to the client - the system will record everything).

Before installing CRM, it is necessary to prescribe the ideal variant of the business process of working with a client, then, based on it, form a sales funnel and instructions for staff.

Initial system setup includes:

entering leads into the database;

preparation of document templates;

issuance of accounts for each of the sales managers to work in CRM;

connection of the site, mail, IP-telephony.

Additional CRM system setup should include 5 elements.

Setting up a sales funnel for a specific process. The head of the sales department or the director of the company analyzes the entry into the funnel and the exit of customers from it, the conversion - both overall and between stages;

You also need to take into account and adjust the length of each stage of the funnel;

Setting up brief daily sales reports based on CRM system data;

Identification of customers who delay the transaction. It is necessary to find out the duration of the average transaction with the help of analytics. Next - set up CRM so that it shows those leads that are 50% longer than its length. Probably, these customers will never decide to buy, so managers should forget about them and concentrate on new sales;

Setting up automatic redistribution of sales tasks that were overdue among all salespeople of the company;

Training employees to work in CRM. It is necessary to additionally motivate to enter data on transactions into the system.

The main mistakes when working with CRM:

analytics is carried out less than once a week;

employees forget to enter data about all leads into the system;

telephony is not connected to the system, and in case of problems, the manager cannot check the work of the employee.

In order to effectively manage the company and achieve maximum results, it is necessary to try to automate many commercial processes, including the interaction of employees with each other and work with the client base.

The use of specialized software makes it possible to conduct effective management activities, tracking and analysis of all stages of the conclusion of transactions.

To work with the client base, specialized programs are used - CRM. They allow you to create an information base about customers, contractors, suppliers and other third-party counterparties. CRM systems are successfully used in small businesses and allow companies to quickly solve current problems.

CRM system: what is it

Translated from English CRM (Customer Relationship Management) - customer relationship management.

These programs are responsible for organizing and automating interaction with customers and helping to increase sales.

CRM systems allow you to save all the necessary information about customers:

• personal data;
• preferences;
• list of interests;
• call and purchase history;
• list of transactions.

Due to this data, companies are able to build effective work aimed at maximizing profits, based on the collection and analysis of the results.

Video - what is a CRM system and why it is beneficial to use them in business:

In fact, any program for keeping records of work with clients can act as a CRM system. The same Excel can be used to control all forms of interaction between a buyer and a seller. However, such a program is not capable of fully automating the process.

The difference between CRM-systems lies in the fact that they are designed for each specific business area, taking into account the specifics and products sold.

Why are they needed for small businesses

If the software will fully comply with the direction of the company and will allow solving problems specific to specific type activities, then the following results will be achieved:

• increase in sales volume;
• improving the service of the services provided when working with clients;
• customer base optimization;
• Improving the efficiency of the marketing and sales departments.

Video - why CRM systems are needed:

Key tools and features

The introduction of CRM-systems will expand the opportunities for doing business.

Video - how they work CRM systems in the sales department to maintain a customer database:

The main software block includes sections that allow you to:

• keep records of the client base and fill in information that will be available to other employees of the company;
• interact with the list of existing contacts;
• create ready-made commercial offers using built-in templates;
• plan and set current tasks for employees and monitor the status of their implementation;
• promptly receive reporting and analytical information;
• coordinate and control the work between employees and individual structural units;
• register transactions, draw up contracts and other reporting documentation necessary for the conclusion of contracts;
• make calls to customers using the built-in Internet telephony system;
• send commercial offers and send promotional emails;
• analyze the fulfillment of tasks and the effectiveness of sales at any time interval using visual charts.

Kinds

The market for customer relationship management systems has dozens of different programs that are applicable in various industries. A properly selected CRM system guarantees an increase in sales and an improvement in the service provided to customers.

Most companies do not use the full functional set of CRM, but focus on those features that are aimed at optimizing their business.

CRM systems can be conditionally divided into three categories:

• information type;
• analytical view;
• collaborative type.

Information-type programs are a customer database in which you can work with information on ongoing transactions and control the progress of sales. The ability to organize data allows you to instantly receive information on all customers, transaction histories and cooperation with clients.

Analytical type CRMs are an improved information option. Due to the extended functionality, it becomes possible to analyze the information received.

The tools of such programs allow you to control all business processes by compiling reports according to specified criteria. Analytical CRM systems use special templates and settings that display statistics on completed transactions, the number of goods and services sold, as well as the activity of the customer base.

Collaborative CRM is the most advanced business software. It opens up opportunities to systematize and analyze incoming information.

The main feature is the presence of functionality for the correction and modernization of business processes. The program is suitable for entrepreneurs who are constantly trying to improve the service and quality of services provided.

Who will benefit

Before choosing a CRM system, you should decide - whether it is necessary for a particular business. Such programs are effectively used in those industries that work directly with customers and consumers of the final product.

CRM-systems are needed in those areas where customers are given the most attention, and the main emphasis is on expanding the number of interested buyers.

In the work of the online store, a key role is played by phone calls and inquiries from new clients. In order to retain the old audience and systematically attract new customers, it is necessary to use a CRM system with integrated Internet telephony.

CRM systems work well wholesale companies working with both clients and suppliers. In such a business, it is important that all requests from customers are processed as quickly and efficiently as possible, orders are fulfilled, and buyers are satisfied with the completed transaction. This increases the number of active customers and loyalty to the supplier of goods or services.

CRM systems will not succeed with retail stores and companies working under long-term contracts. If every contract with new clients is concluded through personal meetings, no CRM system will give positive results.

Overview of popular CRM systems

Among the most popular systems are the following:

• Bitrix24;
• Megaplan;
• Sails CRM.

Bitrix24

Development of the company "1C-Bitrix". Allows you to keep track of potential and current customers. It is possible to integrate with online stores for efficient order processing. With its help, you can set tasks for employees and keep track of working time. The system captures all events up to the moment of the transaction and provides reporting data to improve efficiency. There are 8 reporting forms for sales analysis.

Bitrix24 CRM official website - LINK .

amoCRM is a cloud-based system for implementing the effective work of a company. Its peculiarity lies in the fact that the company can independently choose the necessary set of tools that is suitable for a particular type of business. amoCRM allows you to automate and speed up personal work with clients through integrated communication channels (telephony, mailing list).

Video - overview of amoCRM sections:

Learn about amoCRM.

Megaplan

Megaplan is one of the top corporate CRM systems. With its help, you can conclude transactions, store and view all documentation, keep track of finances and set planned tasks for employees.

Ideal for teamwork team. Among the advantages, it is worth noting the rapid implementation of the program and easy development for full-time employees. There is a free version that is ideal for small businesses.

The free version of Megaplan has a limit on the number of contacts entered and a ban on the use of a number of functions.

More detailed information you will find about this CRM system.

Sails-CRM

Sails-CRM is a program that allows you to keep track of customers and manage sales. Intuitive and simple interface makes it easy to get used to the work of Sails-CRM.

You can visit the official website of Sails-CRM by LINK.

Reliable assistant for your business

If you decide to develop your business and attract new customers, and the specifics of your business are suitable for their use, then CRM systems will become an indispensable assistant in optimizing work with your customer base.

Video - how one of the CRM systems for realtors works:

Hello! In this article we will talk about such a tool for working with clients as a CRM system.

Today you will learn:

• How does a CRM system work?
• How to implement a CRM system;
• How to properly use a CRM system;
• Examples of the best CRM systems for business and freelancing.

What is a CRM system and how does it work

It can be difficult to keep in mind the things planned for the day. In order not to forget anything, we start diaries. But what to do if it is necessary to control the implementation of the projects of a company that employs more than a dozen people?

CRM systems are capable of evenly distributing tasks by deadlines and between employees, and monitoring their implementation in real time.

CRM stands for Customer Relationship Management, which in English means "customer relationship management". In fact, the concept of a CRM system is much broader, they are aimed not only at systematizing work with clients, but also at facilitating the process of managing an organization as a whole.

CRM systems - These are special computer programs that automate the work of a manager in distributing tasks among employees, planning project implementation, accounting for clients, monitoring deadlines and completing tasks.

To understand that you need a crm-system, consider the basic principles of its operation:

• Information about the client, tasks, deadlines and performers will now be stored in the CRM system database. You received a call from a client to amend his order, you must immediately enter this information into the system. Nothing should be overlooked, everything must be recorded, otherwise the CRM system will bring you nothing but problems.
• Each of your employees will have their own profile in the system. This profile will determine the amount of information that will be available to a particular employee. This allows employees to focus only on the tasks that they have to perform and avoid information leakage.
• Information about the performance of a particular task when working in a CRM system is constantly updated. That is, the employee performs his work in stages, which is immediately recorded by the system.
• The CRM system analyzes the entire process of completing tasks, highlighting problematic moments in the work.

If we summarize the principles of the CRM system, we can conclude that the CRM system is an accounting system, a kind of repository of information about the client and the history of interaction with him, tasks and performers, deadlines and the execution process, which allows you to analyze all these processes for further improving the efficiency of the company.

It would seem that the CRM-system facilitates the tasks of the manager and complicates the life of an ordinary employee, but this is not so.

CRM systems are of particular importance for freelancers:

• Remind you what you need to do first;
• Allows you to always control the deadlines for the delivery of work, avoiding emergency work;
• It will allow you to save all the clients with whom you worked, their contact details, preferences and comments on the work, which will be useful in further cooperation.

For the company and its employees, the CRM system performs the following tasks:

• Distributes tasks among employees;
• Reminds about the deadlines, prioritizes the tasks of the employee;
• Records customer data;
• Automates the creation of documents;
• Concentrates all the necessary information on a specific task in one place;
• Allows you to monitor the implementation of the tasks of each employee, highlight the most successful.

As you can see, the CRM system is multifunctional and useful both for freelancers and for companies and their employees. But still there are areas of business in which the use of CRM systems is simply necessary.

These include:

• Any business providing services;
• Activities in the field of trade. Especially if you sell goods through the Internet or telemarketing;
• Financial - services here it is important to track the status of the client.

Functions of the CRM system

Summarizing those Benefits that the CRM system brings to freelancers and businesses, we can highlight the capabilities of CRM systems:

• Formation and maintenance of the client base. At the same time, you decide what information it will contain: only contacts and upcoming tasks, or also completed projects and difficulties in their implementation, and so on. This allows not only not to “lose” a client, but also to track the effectiveness of each employee who has ever worked with him;
• Action standardization. The CRM system has clear rules for working with it, which standardizes the actions of employees and eliminates confusion;
• Fixing all contacts with the client. Any employee who contacts the client must enter the data about this contact into the system. This is the law!
• Improving the efficiency of employees. The CRM-system allows you to track the performance of tasks by each employee, see the failure to meet deadlines and problem areas in working with the client. This encourages employees to work more efficiently;
• Client classification. The CRM system allows you to mark regular customers and first time customers, complex and loyal customers;
• Recording and storing data about competitors;
• Quick search for any information entered in the database.

You are probably already sure that you need a CRM system, but we haven't talked about it yet. shortcomings:

• The high cost of a licensed CRM program. The average cost is 10-15 thousand rubles;
• There is a possibility of information leakage. Sometimes programs crash;
• The need to attract specialists to install and configure the program;
• The need to train employees to work with the CRM system;
• Elimination of possible indignations from employees.

Now we can go directly to the review of CRM systems in Russia.

We are sure that one of the CRM systems is already installed on your personal computer and you already know how to use it. This is the simplest CRM system – Microsoft Excel.

Yes, this program does not have all the functions that it should have, but meets the requirements of a customer relationship management organization. With the help of Microsoft Excel, you can capture the contact details of the client, the tasks for each of them and distribute them by deadline.

This option is quite suitable for freelancers who do not want to overpay for unnecessary features and learn how to work with a real CRM system.

Rating and review of CRM systems for your business

For those who want to seriously approach the development of data accounting systems, we have prepared a rating of CRM systems with a description of their functions and preferences for use in various business areas.

But first, let's look at the types of CRM systems in Russia.

There are two types of CRM-systems, which differ from each other in the technologies of creation and use:

• Saas – cloud CRM system, the CRM system and its data are located on the server of the developer of this very system. Setup and other processes lie on the shoulders of the developer;
• stand-alone- involves the creation of your own server, all the information is with you, you set up the CRM system yourself.

Paid CRM systems

Amo CRM

cloud product. It has a simple interface.

Advantages:

• A large number of different filters;
• Broad base of integration. Amo CRM can be integrated with social networks, phone, landing systems;
• Possibility of building;
• The minimum training period for a manager to work with this system;
• There is a free trial period for 14 days.

This system is more focused on those companies where the sale does not occur immediately, where a sales funnel is needed. That is, first the client contacts the manager, consults, and only at the next requests makes a purchase.

In addition, Amo CRM allows you to work on two fronts: attract potential customers and serve existing ones.

Basically, Amo CRM-system is aimed at enterprises that operate in the B2B market.

Flaws:

• The absence of a document block in the program itself, but it is possible to integrate with DropBox and attach documents to each client;
• Inability to break tasks into subtasks;
• Not designed to be implemented throughout the company.

The cost of Amo CRM is 500-3000 rubles per month.

"1C-Bitrix: Corporate Portal"

"1C-Bitrix: Corporate Portal" is a full-fledged software with much wider functionality than a conventional CRM system.

Advantages:

• Maximum automation of routine tasks;
• Integration with most computer programs, telephony, mailing list, website;
• Ability to set access rights for each employee;
• Project management.

This system will be useful for large companies with a large number of customers. For the rest, its wide functionality will be a waste of money. Please note that it is not intended for the sales department.

Flaws:

• High price;
• Difficulty setting;
• The need for long-term employee training to work with the system;
• Not intended for sale.

The cost is 300,000 rubles for installation.

Megaplan

Megaplan is an easy-to-use system for organizing business processes. Represents a cloud.

You can choose the functionality you need and pay only for it:

• "Joint work" allows you to manage projects, form teamwork: distribute tasks among performers, set deadlines and monitor the completion of tasks by each employee. The cost per month of use is 290 rubles;
• "CRM: clients and sales" includes fixing information about working with clients: contact information, orders, automation of the sales process, and more. The cost of a month of use is 490 rubles;
• "Business Manager" combines the two previous functions. Cost per month: 690 rubles.
• The free version has restrictions on the volume of transactions, documents, the number of clients, accounts.

Megaplan has no restrictions on the scope, everyone will choose the desired functionality for themselves.

Advantages:

• Simple interface;
• Low cost;
• Possibility to choose functionality;
• CRM system for sales.

Flaws:

• Inability to integrate with the site;
• Overloaded service design.

Bitrix 24

Cloud CRM system, unlike its older brother, has fewer features. Suitable for large and medium businesses.

Advantages:

• Integrates with various systems;
• It has the functions of working with clients, project management, teamwork.

Flaws:

• Too many features, you can't just pay for the ones you need;
• Complex interface;
• Tags are missing;
• Not targeted at the sales department.

The cost of a month of using Bitrix24 is 9,000 rubles, it has a free option, but with limited functionality.

RetailCRM

CRM-system, has a temporary free version. This is one of the best CRM systems for and in general for online trading.

Allows you to solve the following tasks:

• Maintaining a client base;
• Telephony connection;
• Work with courier services;
• Site integration.

BaseCRM

Easy-to-use cloud-based CRM system. Suitable for medium and large businesses.

Advantages:

• Work with clients - ip-telephony, work with leads, integration with mailing systems, process automation;
• Work with projects - distribution of tasks, setting deadlines, control;
• Teamwork - Functions social network, distribution of tasks by performers.

Flaws:

• Not designed for company-wide implementation;
• There is no possibility to export and import data from the system and into the system.

The cost of the program is 2,000 rubles per month of use.

Terrasoft

Cloud CRM system with a simple interface.

It carries the following functions:

• Client management;
• Working time management;
• Workflow automation;
• Optimization of communications within the company;

Advantages:

• The ability to select the functionality that you need.

Flaws:

• Not designed for the sales department.

The average cost of using the product is 5,000 rubles per year. There is no free version.

SugarTalk

A complete software CRM system, most adapted to the business in the field of advertising and design.

Tasks of the CRM system:

• Integration with various programs, mailing systems, website;
• Organization of teamwork.

The cost of SugarTalk is 15,000 rubles.

Free CRM systems

Free CRM-systems are also software and cloud-based, share software systems more in this case.

Free CRM systems are more suitable for freelancers and small businesses (with no more than 5 employees), as they have a limit on the number of users.

SalesMan CRM

SalesMan CRM is a software CRM system available for download absolutely free. But it will be available only to one employee, connecting more employees requires payment.

SalesMan CRM has the following features:

• Maintaining a client base with all the ensuing functions;
• Organization of work in a team, distribution of tasks, setting deadlines.

On crm

Cloud CRM system, available free of charge, but only for one user.

Its functions are aimed at:

• Work with clients - maintaining a client base, searching for information, saving the history of working with clients;
• Organization of work in a team - the distribution of tasks between employees and by deadlines.

Trello

Cloud CRM-system, has no restrictions on the number of users or the number of clients.

Allows you to automate the following tasks:

• Automation of work with the project - distribution of tasks, deadlines, clients.
• Synchronization with other devices

	Paid CRM systems	Free CRM systems
Maximum number of users
Maximum number of clients	Unlimited, the final cost depends on this parameter	Unlimited in most cases
Functional	The maximum possible functionality, can be limited if desired	Limited, only basic functions for each task are available. As a rule, there is no integration function with programs, devices and the site. No call recording feature
Who suits	Large and medium business	Small business, private entrepreneurs, freelancers

How to choose a CRM system

The most important thing in choosing a CRM system is to determine the features that you need. Please note that even big company with a number of employees of several hundred people, a complete package may not be required, including automation of work with clients, coordination of team work, and systematization of work on projects.

The following points should influence your choice:

• Number of customers and number of purchases;
• Regularity of purchases;
• The range of your company;
• Number of stages in the buying process;
• The number of employees who need to be connected to the CRM system;
• Budget.

The most important parameter of any CRM system is the ability to synchronize with other programs, mailing systems, websites and devices. Special attention pay attention to the possibility of joint work of the CRM system with the phone in order to automatically record incoming calls from customers and initiate new ones. This will come in handy in any case.

The ability to set deadlines, priorities, set tasks and control are some of the most important functions that affect the choice of system. You and your employees will definitely want to plan the workflow, distribute tasks by deadlines and performers, and the manager must control the process of doing the work, otherwise there will be no positive results from process automation. This is the purpose of CRM systems, so without these functions the system will not be complete.

The ability to import data from a CRM system and export data to the system is essential in the process of work. You will often need to “pull” some data from the system or, conversely, upload a document to the system, for example, the terms of an agreement with a client. If this is not possible, then it is better to abandon such a CRM system.

The complexity of the interface and excessive functionality can lead to high costs for the period of implementation and training of personnel, sometimes this leads to a freeze in the implementation of the CRM system.

The cost of a CRM system and the cost of its maintenance. Pay special attention to the second point.

Features of using CRM

In order for a CRM system to bring you benefits, you must comply with following rules when implementing it:

• Write down the business processes of your organization. Designate responsible for each of them, this will help you distribute tasks by performers and deadlines;
• Think over the system of incentives based on the data of the CRM system;
• Record all contacts with clients in the system;
• Control the execution of work;
• Teach yourself and your employees not to push deadlines.

And always be prepared for the following “pitfalls” of implementing CRM systems:

• It will take time to work with the CRM system;
• Sometimes employees forget to enter data into the system or enter it incorrectly;
• You will see the shortcomings of the work of each manager;
• Irregular control leads to a decrease in the efficiency of working with the CRM system;
• You will probably have to ask for help to set up a CRM system, train employees;
• There will be those employees who will maintain the base "in their own way", do not allow this.

Any sales department can sell more. To do this, you need to rebuild the sales process. Correctly chosen CRM-system plays an important role in this case.

Why do you need a CRM software for sales?

Sales is the main tool for the development of any business. The general positive trend in Russian business- businessmen become more literate and in order to increase efficiency they begin to structure employees by departments. Each employee is assigned a specific set of tasks. Sales are allocated in a separate direction. Any business benefits from this - in whatever area it works: sale building materials, sale of petroleum products, sale of equipment or any other. CRM in trade is indispensable.

Each individual specialist and the entire sales department as a whole can sell more if business processes are properly built and automated. To reduce the risks associated with the human factor, it is necessary to implement a convenient CRM system for the sales department.

The main functions of the CRM system for the sales department

CRM system for sales departments should have the following features:

• maintenance and accounting of the client base, with the ability to set tasks, make notes, structure clients
• online access 24 hours a day from all types of devices
• flexible configuration of access rights for employees different levels
• the ability to analyze sales by managers, departments, companies

• integration with website, Google (Universal) Analytics, Livechat and other business applications
• API for custom system improvements
• integration with services for email and SMS marketing
• calls via IP telephony directly from the interface of the CRM system

Thanks to AmoCRM, the sales team can collect all requests in one place. Use the reminder system, so do not lose a single application. Lead each client, not forgetting to complete the necessary tasks on time. Work collectively on one application, for example, if a junior employee is unable to cope and needs help.

To analyze the work of the sales department in AmoCRM, the "Analytics" module was created. It allows the manager to understand the effectiveness of each employee, identify weaknesses by analyzing the sales funnel. amoCRM is a cloud-based CRM system that is available anywhere there is an Internet connection, so sales staff can enter information into CRM right in the middle of a meeting.

amoCRM easily integrates with your website, allowing you to receive leads from your website directly to your CRM system. To analyze the effectiveness of online sales, integration with Google (Universal) Analytics is provided. In addition, the CRM system is integrated with IP telephony for calls directly from CRM. With the help of amoCRM, the sales process is greatly simplified, and the number of successful transactions increases.