Data in crm system. CRM systems - what is it. Rating of the best customer relationship management systems and their implementation. Does your business need a CRM system?

In the age of rapid computerization, you will not surprise anyone with the automation of business processes. Warehouse and accounting have become commonplace, but the interaction with customers in the old fashioned way is not taken into account, and this would help optimize the process of cooperation. For this, there are CRM systems - what it is is described below.

What is a CRM system

The concept came from of English language- Customer Relationship Management System - and literally means a customer relationship management system. A literal translation cannot convey the entire description, so you should understand in more detail. It is impossible to define the value of a CRM system in one word, since it is not even software, but a business planning model centered on the customer.

To implement this process, information is collected about each client of the company, and then used to build effective relationships with them. The business would not be effective if it did not prioritize profit, and the implementation of the CRM-system just brings dividends from working with clients. Individual program cooperation with each customer helps to retain existing customers and expand the base by attracting new ones.

CRM is included in single base company data and is a complex architecture. This helps to automate the processes of working with customers, as a result of which the company is able to offer the client certain products or services exactly at the time when they are needed. Such a concept, when the consumer is put in the foreground, and not the product, makes the company competitive in the market.

The CRM system architecture consists of the following modules:

• frontal part (provides service at points of sale);
• operational part;
• data store;
• analytical subsystem;
• distributed sales support system.

Free CRM system

The price of the systems varies greatly, but on the sites you can find free CRM systems, some of which are provided free of charge for permanent use, while others are only for the period of testing. Among the common ones are the following:

	A free CRM system designed for sales teams with a simple and user-friendly interface. Great for integrating several departments into a single database for more efficient control over employees, scheduling their work and collecting all the necessary statistics. Thanks to the CPM system, it is possible to create a customer database that will reflect all contacts with him. She records phone calls for further analysis.
APEC CRM Lite	CPM system designed for centralized analysis of the enterprise and employee control, as well as for maintaining a common database of customers and sales, keeping the entire history of cooperation. Has several subsections where you can practice personnel matters, control and distribution financial flows, schedule tasks.
Monitor CRM Free (Lite)	The CPM system has extended functionality. Carries out management economic activity and its analysis. Does not require additional software, but is designed for one employee.
Quick Sales Free	It is a single-user application with which you can maintain a database list of customers and sales.

What is CRM for?

It is important for the company to ensure the coordinated work of all departments with customers. At this stage, it becomes clear why a CRM system is needed. Its implementation contributes to the organization of a joint approach to each customer, when in practice, for the most part, these departments work separately. The company only benefits from such mutually beneficial cooperation, since working in one bundle and in one direction not only increases the profit of the enterprise by reducing costs, but also helps to plan the company's future strategy.

Principles of a CRM system

The interaction of departments allows you to attract new customers and not lose old ones. This happens because each employee, referring to a single database, has the opportunity to see a detailed and complete picture of the buyer, on the basis of which a decision is made, which will be reflected in this database. All this is possible when the basic principles of CRM systems are followed:

• The existence of a common center where information is stored.
• The ability to interact with customers through all available communication channels: from telephone to social networks.
• Conducting a continuous analysis of the collected information to make a decision on the further work of the company.

Goals of a CRM system

If we talk about the goal of introducing CRM systems as a stage in the development of management, then customer satisfaction will come first, since the influx of new customers while maintaining existing ones helps the company to develop intensively by increasing the number of sales. This can be achieved by analyzing the relationship between the company and customers, maintaining a competent and balanced tariff policy and using the right trading tools.

Implementation of CRM

To begin with, you should carefully study the offers on the market, paying more attention to those products that are widely used. The implementation of CRM systems will require employee training, and in order to this process passed as quickly as possible, it is worth choosing programs with a simple and easy-to-understand interface. In addition, entering information into the database should not be difficult and time-consuming, since there is a risk that company employees will refuse to work with it.

Before you finally purchase the selected CRM system, it is recommended to use the trial version, which in practice will help you understand how convenient it is to use the program. The more employees will be involved in the process, the more effective the testing will be. In the process, you can identify missing features that can be purchased from developers.

CRM for small business

Because small businesses don't have a lot of Money, then at the initial stage it is extremely important to designate the functionality necessary for work. The right decision would be to purchase a CRM system designed for sales. Well if this program has a free period of use, since it will be possible to personally verify the need to use this product.

A small business CRM system should be simple and inexpensive. Priority should be given to those who have the opportunity to work via the Internet, to have interaction with services for sending letters, IP-telephony. Do not buy CRM-systems in which a large number of functions that are unnecessary for doing business. Among the most popular are the following:

1. wire crm.
2. AmoCRM.
3. Megaplan.
4. Client base.

CRM system for business

The development of "cloud" technologies has contributed to effective implementation CRM for big business. Development can be carried out according to the characteristics of a single company. The system is used at all stages of economic activity, it helps to carefully analyze the entire process and properly organize the work of the company and its employees. With the help of CRM-systems, it is possible to record and plan not only sales, but also material resources enterprises. They make it possible, on the basis of data analysis, to conduct the correct marketing policy.

Types of CRM systems

If you determine what CRM systems are, then depending on the functionality, the following types can be distinguished:

• sales management;
• marketing management;
• customer service and call center management.

Rating of CRM systems

What can influence the choice of CRM-system? First, the presence of certain functions that are present in the program. Secondly, it is the ease of use and the percentage of returns. The ability to use the product at any point, the successful organization of the work of the company's employees and the ability to plan economic activities make the CRM system an indispensable assistant in doing business. There are many small business solutions on the market, large enterprises and corporations:

• AmoCRM. Designed for small and medium businesses. You can use it for free in test mode for the first two weeks. Used for customer service. It is possible with mobile application work anywhere online.
• Bitrix24. There is no possibility of test use. More suitable for large companies. With the help of a CRM system, you can not only segment customers, but also plan working time to keep in touch with employees. Two options for using the system have been developed: through installation or online.
• pipedrive. There is a free trial for the first month. The interface of the program is very convenient and suitable for any business. Focusing on small and medium business, the developers did their best to eliminate unnecessary features from the CRM system, concentrating on sales. Operates through the "cloud" on the basis of services according to the SaaS model.
• Megaplan. A demo version is available in the first two weeks of work. Ideal for small and medium businesses. It helps to monitor the fulfillment of tasks assigned to the company's employees, maintain a client base and effectively plan business processes. It is installed on the company's server or works via the Internet.

Price of CRM systems

The full price of the CPM-system is calculated individually. In general terms, the price can be represented as a combination of several parameters - this is the cost of a license, implementation, training, and additional functions. The cost of introducing a product can be up to three times the cost of a license, but in most cases firms offer it at the level of 20-50%. Some include the cost of implementation in the cost of the license. Consulting services start at $25 per hour. Training of specialists and administrators depends on individual approaches.

The price of CRM-systems produced in Russia and foreign analogues excluding promotions (optional):

How does a CRM system work?

The work of the CRM is simple, the only thing that needs to be done is the constant filling and updating of the database. To do this, you need to enter tasks here, display information about received calls and letters from customers. You need to complete as many tasks as you can, and try not to postpone tasks until a later time. You should constantly analyze in order to improve the work of the company.

CRM manager

The position of a specialist includes a number of activities, among which are the following:

• database management, keeping it up to date;
• interaction with clients and employees of the company;
• making a CRM decision;
• management of marketing projects, performance evaluation.

CRM client base

Applied software automates the workflow. With it, you can control the execution of tasks by employees in the context of the entire company as a whole. The complex organizes customer relationship management: stores information about each contact, accepts applications, makes mailings. This version of the CRM system has the ability to work with documentation and create reports.

CRM Marketing

At the first stages, CRM for sales was created. Since the sale of goods is tied to consumers, marketing has actively joined this. With its help, all knowledge about the behavior of buyers is built, thereby exploring the needs of current and future customers. In the end, after analyzing all previous purchases, their number and the manifestation of interest in them, a specific offer is developed for a potential client.

Video: CRM program

In order to effectively manage a 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 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 help 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 CRM systems work in the sales department to maintain a customer base:

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 database of clients 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.

CRM analytical type are an improved version of the information. 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 client 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 operation of an online store, phone calls and inquiries from new customers play a key role. 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 on 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 hours. 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 effective work companies. 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:

To make it clear how CRM works in a particular company, I will give an example. Kirill runs a window installation company. Previously, there were few customers, and everything was simple: everyone needs to take an order, go for measurements, agree on a cost, receive payment, and install windows. But then there were not 3, but 33 clients. And it began ... They forgot to call one client back, they didn’t go to another for measurements, they didn’t send a cost estimate to the third, and they accepted payment from the fourth a month ago, but the windows were still not installed. Buyers began to leave for competitors, and the cost of new employees ceased to pay off. Kirill did not have time to control every step of the employees and realized that it was time to change something.

1. When a buyer leaves a request on the site, a transaction card appears in CRM, where the sales funnel stage: "First call". CRM sets the task for the manager: "Call the client back within 15 minutes." If the task is overdue, CRM will notify the manager.
2. The manager calls the client directly from CRM, records the results of the negotiations in the transaction card and transfers it to stage "Measurements". CPM automatically creates a task for the measurer: "Leave for measurements on the transaction [date, time]".
3. After the departure, the measurement specialist attaches a document with dimensions and technical specifications to the transaction card, transfers the transaction to stage "Agreement".
4. The responsible manager receives the task: "Calculate the cost and call the client within 2 hours." He fixes the calculations in CRM and calls.
5. The deal goes to stage "Payment", CRM automatically generates a document according to a template, where it inserts the name, address, service name, amount, payment details. The manager needs to send the document to the client, receive payment and transfer the transaction to the last stage - "Installation".
6. The installer immediately receives an automatic notification that he must install the transaction windows before a certain deadline.
7. The leader is monitoring online reports: how many deals are closed, how many calls each manager made, what is the amount and number of deals, what is the conversion of applications, from what sources the most clients come, etc.

So what does CRM do?

The program helped Kirill systematize data about clients and transactions, employees stopped forgetting about business and missing deadlines. The conversion of applications into sales has increased, customers have become more loyal, and profits have grown. Now Kirill does not have to be in the office for everyone to work as they should and he can devote more time to the company's strategy.

What problems does the SRM solve?

Managers forget to process applications?

CRM captures applications from the site, appoints responsible managers, sets tasks for them at each stage of the sale. If the task is overdue, the manager will instantly know about it. You will never lose a single client again.

Is it difficult to analyze sales?

The number of new leads, the amount of transactions, the number of calls and meetings - CRM will issue visual reports on all business processes. CRM will give a report on each employee and help to find lazy people in the sales department.

Does employee turnover affect sales?

Does the manager leave and take the customer base?

Set up access rights in CRM so that managers see only their clients - now no one except you will have access to the full client base, and will not steal it.

What should be in the SRM?

First you need to understand what you want from the CPM system. Developers are constantly expanding the functionality of the programs: adding new integrations, gamification elements, scanning business cards, and more. But often companies do not use these options, and by implementing such a CRM, you will overpay for excess functionality.

However, there a set of functions that must be present in the CPM:

1. customer accounting module, which stores the entire history of interaction with customers.
2. Sales management module with a visual sales funnel, which indicates at what stage each transaction is.
3. Automation of business processes, which allows you not only to set tasks, but also send SMS-mailings, change data about objects, remind you of approaching important dates- for example, about the expiration date of the contract or birthday.
4. Analytics and reports in real time in the form of visual graphs and charts, as well as tables in detailed data.
5. Task management built in such a way that the manager instantly receives messages about completed and overdue cases by employees.
6. Integration with mail, website and IP-telephony, so that all incoming requests, no matter what channel they come from, are immediately recorded in CRM.
7. API Programming Interface, which allows you to configure integration with 1C, corporate software, mobile and other applications.

Everything important is in SalesapCRM

Andrei Batarin, Executive Director SalesapCRM:

We have developed SalesapCRM - a convenient program "for people", one that is pleasant to work with. We conduct all our affairs in our system. Intuitive interface, extensive analytics and automation capabilities, as well as affordable price which is important for small and medium businesses. Today we already have about 3000 users in Russia, Kazakhstan, Ukraine.

According to rumors and unverified information, there is a system that increases the productivity of managers by 37%.

This means that your company will work (and sell) better, and at the same time there will be absolutely no need to inflate the staff and increase the cost of advertising.

And you most likely even heard the name of the program - “Tse-re-em” or “Ci-ar-em”. Exactly! Those most treasured three letters - CRM.

THE MOST USUAL OLEG

5 years ago Oleg started working as a sales representative in a fairly large company.

Then, when I learned everything and got stronger, I decided to leave and create my own own business, because he knows everything, knows how and why he should work “for his uncle”.

His wholesale business began to slowly grow. A couple of managers coped well with their duties: they called customers, ordered goods, concluded contracts, issued invoices, sent forwarders.

And everything went so well that there were so many clients that Oleg had to hire 3 more managers.

It just so happened that the number of managers has increased, and the amount of work performed is almost non-existent. To tell the truth, they began to work even worse.

Or in Russian, “mow”. That the client will pay, and the contract is made in 2 weeks. Then they forget to send the goods to the client.

And even in general, their “millionaire” “fell off”, but they don’t care. And I'm not talking about periodically “merged” incoming applications.

Hello, we are squinting ... Well, what?

And the worst thing happened for any business owner - large customers began to leave for competitors, and the work of employees did not become more organizational, no matter how much Oleg shouted at managers and at the head of the sales department.

We are familiar with it

The story is quite well-known to business owners from the service sector and b2b (and premium retail).

Perhaps someone even recognized himself or his former employees. But now this is not what is interesting, but the answer to the question: “What prevents Oleg from turning his company into a well-structured and well-functioning organization?”.

There can be many answers and all of them will be correct. But since I invented the story, then I have to come up with the main reason.

Everything goes upside down, because the CRM system has not been implemented at the enterprise. What is it for? To solve the following pressing problems:

• Incoming requests are lost;
• It is not known whether the managers are working or not;
• Managers take the base with them when they leave;
• Managers are draining the customer base;
• There are no repeat sales and resales;
• Slow application processing speed:
• Employee irresponsibility.

Is it possible to refuse to solve these problems?! Especially when there are not a dozen clients, and your team consists of not only you and one more employee. Although even in such cases, the effect of the introduction of CRM will be noticeable.

SIMPLY

CRM stands for Customer Relationship Management. Translation from English sounds like “customer relationship management system”.

CRM Interface

If you turn to Wikipedia, then the definition of CRM sounds like “software (software) for organizations that helps automate the strategy of interaction with customers to improve business processes” and blah blah blah.

Since I love it when it is written in Russian and in a simple way, therefore CRM (in its usual sense for small and medium-sized businesses) is accounting for transactions and customers.

“So this is a database,” you say. Quite right. Only it differs from the database in Excel in that each client has a separate card here, where all the interaction of this client with the company is stored.

And also attached are the records of the manager's conversations with this client and the documents that the manager sent to this client.

In addition, you can set tasks in it, and when the deadline comes, the smart program will remind the manager to make a call to the client so as not to miss it. And all these are just the main functions of crm.

CRM Features

In general, there are only pluses around, and the possibilities of the crm system for companies are huge.

But let's structure them so that you immediately run to introduce this “beast” for business. So why do you need crm?

1. Creation of a complete database of your customers;
2. Saving the entire history of transactions with them;
3. Assistance and preparation of a plan for working with clients;
4. Implementation for your clients;
5. at the expense of the system;
6. Standardization of work of employees, as well as easy adaptation of newcomers;
7. Analysis of the work of the sales department / sales managers in the context;
8. Transparent reporting;
9. Analysis of customer demand and desires.

And even all this is not the only pluses, there are many more. But they are the main ones, when it comes to understanding that working in Excel (or even worse in a notepad), there is no more strength. After all, everything crumbles and is lost.

I can't take these papers anymore!

CASES FROM LIFE

You may get the impression that I am telling you everything in general terms. But how without it, because you must understand not only the application, but also the possibilities.

And returning to practice, in order to put an end to the issue of the effectiveness of CRM implementation, I will give a few examples.

Example 1

Classic wholesale. The sales manager calls on . The client agrees to receive and read .

The employee enters his data into a card in CRM in a pre-created contact, which was formed by the system itself, having seen outgoing call from the work phone of a specialist.

Thanks to a properly configured system, the employee does not go to Word to prepare a quotation, but simply clicks “Generate an offer” for the client.

And it automatically turns from a template into a “nominal” one. That's right, from the CRM itself. The client's mail is also taken from his card.

At the agreed time, directly from CRM (thanks to the connected IP-telephony), the manager makes a call to this client with just one keystroke.

According to the results, he makes a note in the transaction. Because we live in real world, where the client “needs to think”, the manager sets a reminder to call him in a week and find out the result of his thoughts.

As a result, the lead is either closed for a deal or marked as “worked out”. Naturally, the entire history of calls is also recorded and you can listen to them at any time.

Call recording

What is the result? You, as a business leader, see whether the manager is working or not. Does it meet its KPIs?

You can also track the funnel and see the work done for each client. And in general, to see how many companies are at one stage or another.

Sales funnel

Example 2

Services. Let's say a company installs windows and their CRM is associated with a service or.

According to the classics of the genre, the company attracts customers through. These are their main traffic acquisition channels.

The client saw the ad of this company in and left a request. In CRM, a card is created on it, which shows which advertising channel the client came from (down to the keyword).

The manager fills out a card (name, phone number, wishes) and he is assigned a measurement for a certain time.

Client's card

The manager in CRM assigns a certain measurer to the client, to whom this order is transferred and automatically transfers the client to next stage funnels - “Measurement”.

The system automatically distributes applications among specialists, sets a reminder for him.

The system also sets an automatic task to send an SMS to the client a couple of hours before the measurement, that the measurer will come to him (or you can also connect a service that will automatically call the client and say the prepared phrase).

The measurer goes, measures everything, and in the office enters all the data into the client's card so that the manager calls the client and announces the final amount.

But since we live in the real world, where the client needs to “consult with his wife” and voice others, the manager in CRM sets himself a reminder to call the client exactly in 2 days at 14.39.

But that's not all. Our client thinks. Therefore, since we have all the information about it (the data is taken from the site in CRM), then it is configured for it.

Which reminds him that he is waiting for special prices / installments for his order on all social networks and the Internet. In the end, he gives up and goes to conclude a contract.

Retargeting

You can also see who was great where, and who messed up where (I'm talking about employees now). The results of the implementation are on the face, and you, as a leader, this information will be damn useful.

Employee Information

WE ARE ALREADY MORE THAN 29,000 people.
TURN ON

TYPES OF CRM

I am sure that with examples the relevance of crm has become much clearer. But even after the examples, I can say with confidence that this is only a small part of the real functionality.

If you do not go into the jungle, then thanks to the implementation of a CRM system, you can realize any whims that only come to your mind. And they all revolve around three types of crm:

1. Operating room (contacts and customer cards are visible);
2. Analytical (you can build charts and funnels);
3. Collaborative (you can set up processes within the company by working with customers and staff).

However, I do not want you to understand this (only necessary for techies), but simply know the concept of crm and what are the requirements for crm system You submit based on your requests.

Therefore, below are the types of CRM systems for you. Let's analyze the pros and cons of crm (they are, but local).

Boxed version

The system is installed on your computer and all data is stored on your server. Plus - once bought the program and satisfied.

The downside is that the cost of a crm system of this kind is at least 60 thousand, you also need to buy a server and keep an administrator (programmer) who will constantly monitor its performance.

If your company is large or rather specific (not traditional sales), then the requirements for the crm system will be special.

And then you can't do without the boxed version, since only in it you will have access to changing any line and button.

When in the cloud version, you even have open access(API), there will still be restrictions.

Boxed prices

Cloud version

The servers are located at the developers of the program and you access them through a special link.

Since all costs are borne by the developers, you pay them a monthly subscription fee for using the service (5-10% of the cost of the boxed version).

In exchange, you get constant updates and, for a fee, customization for your business processes.

This is an ideal option for those companies that do not have difficult sales and can be classified as typical.

After all, if you decide to complete the cloud version for yourself, then your budget will cry, it will not just be expensive, but very expensive. In addition (as I wrote above), doing everything-everything-everything for yourself will not work.

Cloud version prices

Better own design

Do you want to be honest? Creating and using your own CRM is cool. Very cool and prestigious. And also long, expensive and dreary.

Huge time and moral costs. As well as constant improvements to bugs and improvements. Therefore, if you decide to embark on this road, then hold on.

Uh..hold on...I'm coming

Bad story. We have a client who decided to create his own CRM. After 2 years of working on the project and changing 3 contractors, he did not get what he wanted as a result.

In addition, he is still catching up in court with 200 thousand rubles in advance payment from the last contractor, who took up the job, but stopped answering calls after another series of edits.

Average story. We had one case when a client developed his CRM system for a long time and stubbornly, spent more than 3 million rubles on it, and in the end admitted that he had found a cloud analogue for 10% of the development cost per year.

Got upset? Not much, as he sold his development to several similar companies.

Positive story. Another of our clients also went through the creation of their development.

The cost of the crm system was about 4 million. And now I'm completely happy. Since not a single system would fit his specific business, and “mom don’t cry” would have to be finalized as much.

But if you decide to go this way, then be patient, since the average development time from scratch is from 1 month to 1 year.

And this is provided that you need to constantly be in the process, or even select a separate person who will oversee the project and constantly “pull” the programmers so that they do not sleep.

All this will be supported by amounts that, with a decent system, will be measured in millions.

We do not dissuade you from creating your own CRM. It needs to be done, but we are definitely convinced that it should be done only for companies that are already firmly on their feet and understand that the implementation of such a solution will help them become much stronger.

WHAT TO CHOOSE AND HOW MUCH

OK. You have decided to clean up your business and implement CRM. A logical question arises - how much will this pleasure cost?

Let's figure it out. But first, I will answer with the “favorite” phrase of all people who work in services: “Well, it depends on the volume. You have to count."

So. As a rule, payment for the use of CRM is of 2 types (rarely there are other options):

1. Batch. That is, types of CRM with a certain functionality, designed for a certain number of employees who will use it.

   Expansion of staff, increase in customer cards and other additional functions of the crm system, of course, for some money.

2. For the number of employees. That is, payment for the number of employees who use CRM.

   If there are 5 of them, then pay a certain amount for each (for example, 600 rubles per month). Additional employee - additional 600 rubles per month to the general account.

Okay, with the main payment options sorted out. But we also have a corporate phrase - "Everything depends on your appetites."

Therefore, in addition to the basic cost (if necessary), you will need to pay for additional features and functionality:

• Technical support and updates. For example, buying boxed version Bitrix 24, you get a year of TP and updates as a gift. In the future, you will need to pay extra to continue receiving these privileges.
• Technical capabilities. For example, you bought boxed solution. But if employees go on business trips across the country, they should be able to access CRM around the clock. And for this you need dedicated servers.
• IP telephony, call tracking and . If you want to sit and know where the needle fell, you will have to pay extra for the implementation and use of these functions. In some cases it's free, and in some it's paid.
• Integration with other extensions. As a rule, most modern CRM and services are perfectly integrated. But if you have some special solution, you will have to pay extra to developers / programmers for a bundle.

What is the result? Let's pretend small company. As always wholesale with the sales department, where 8 managers work, the head of the sales department, accountants, operators, storekeepers and, of course, the head.

A total of 15 people. What will be the cost crm implementations system on average in the market?

1. CRM itself. When paying for the package: 5490 rubles per month. When paying for an employee: 7,500 rubles. per month;
2. Server, MS SQL database and programmer (for boxed version). Minimum 20,000 rubles. per month;
3. IP-telephony + virtual PBX. From 5,000 rubles per month (but it should be so anyway);
4. Call tracking and end-to-end analytics. 8,000 rubles per month (but not required);
5. Additional integrations (1C, BEST, email tracking, etc.). About 2 thousand rubles a month;
6. Additional modules (for example, warehouse management). The cost is undefined.

The total cost of implementing a crm system is 20+ thousand (roughly) rubles per month with a team of 15 people on the cloud version, and with a boxed version of at least 40+ thousand per month (plus a one-time purchase). And complete order in your business.

Quite reasonable spending. Of course, they can be reduced to paying for only one CRM system.

Or use a free solution to avoid investments (for example, Bitrix 24).

BRIEFLY ABOUT THE MAIN

I will finish unusually - with bad news. But at first they are all good. As they say, to sweeten the bitter pill.

I know that you have long wanted to streamline your business. And speaking frankly, CRM is what he needs yesterday.

No wonder 74% foreign companies have already implemented or are planning to implement this system.

Indeed, referring to statistics, we can see an increase in sales by 25-35% after its implementation. So, “it is necessary, Petya, it is necessary!”.

The bad news is that if your employees always memorized everything or made notes in a notebook (“paper CRM”), then it will be simply unrealistic for you to transfer them to CRM.

Again! This may simply be the most difficult task. Especially if you don't lead by example. And being a pioneer is not an easy task either.

Let me give you an example of one of our clients. He decided to introduce CRM. We helped him purchase and set up a boxed version for 700,000 rubles.

Six months later, we were extremely surprised to learn that they continue to keep everything on sheets of paper, in Excel, but not in CRM. Well, because they are uncomfortable!

700 thousand, as you suspect, flew into the pipe. Although we gave them seminars and wrote instructions, which they all appreciated with a bang.

Therefore, if you are in the mood, then be patient for “breaking” your employees, the effect of introducing crm will cover all the troubles.

Although your patience is much more important here, because the process is dreary. But I don’t want to scare you either, so one more good news is that it’s quite easy to set everything up with a typical approach, it takes 2-7 days with self-configuration (without the help of otherworldly forces).

CRM is an abbreviation for Customer (client) Relationship (relationships) Management (management). Literally, it is relationship management with customers and your employees. What exactly is SRM? This is software that helps optimize the work of the sales department and internal processes in the company, which ultimately leads to an increase in profits. According to statistics, the introduction of a CRM system increases the annual income of a business by an average of 20%, but that's not all. The benefits of implementing such a system extend to all processes within your enterprise, as your costs will decrease:

• for employee training;
• error correction;
• on communications, etc.

It certainly sounds tempting.

How does it all work? Let's figure it out.

in front of you simple circuit sales. Everything is clear - there is a sales manager, your product and a client who buys this product. There is also communication between the manager and the client: call, remind, confirm, make a deal, make a payment, send, close, and so on.

Problems begin when you have a lot of customers, managers and a diverse range of goods. Keeping in mind everything that needs to be done, who to call and when is simply impossible. In the near 90s, these problems were solved unpretentiously: managers kept notebooks (more advanced ones - spreadsheets in Excel), customer contacts were recorded there, they were called. Unfortunately, the vast majority Russian companies still continue to do so, losing customers, profits, and sometimes sales managers along with the entire customer base. They just don't know about the possibilities of CPM. Studying this problem, we came to a simple conclusion - the owners of companies, having created a system of work many years ago, do not want to change it just because it “works”.

Working with a CRM system will have a positive impact on the control of the sales department and will be able to minimize the unnecessary burden on managers. Most of the routine processes (formulation of contracts, commercial offers, invoices, specifications) can be automated and not waste valuable employee time. The program will store all the information on your clients and transactions, as well as analytics, statistics and reporting, which will be built dynamically based on incoming data. With the help of CPM, you can, without unnecessary red tape and delay:

• keep records of the number of calls, applications and customers in general;
• automate internal business processes (set tasks, make appointments, make mailings and monitor the execution of cases);
• effectively manage all transactions;
• understand at what stage of placing an order each buyer is;
• determine how many clients each of the managers has in work;
• investigate the reasons why buyers abandon your products and services;
• analyze at what stage you lose customers and why;
• create convenient conditions for cooperation both for your employees and customers.

But that's not all. Many modern CPM systems are integrated with other programs that you use for business - for example, corporate mail, 1C and other useful services.

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What is the Bitrix24 CRM system?

Bitrix24 CRM software is complete solution for your business. This unique product has been created since 1997, when the 1C-Bitrix company started to create a CMS - Bitrix site management. It formed the basis for the most popular Bitrix24 service, which appeared in 2012.

A simple and intuitive interface of the program will help you easily manage both the sales department and other related departments. With the help of information corporate portal you can easily establish communication with all employees of the company, set tasks and monitor their implementation, as well as keep records. The system is integrated with postal services using the latest IMAP protocol. The list of system features includes integrations with mailing services MailChimp, 1C, Yandex.Metrika, virtual PBX, social networks and other tools that will help you promote your business and improve the work of all departments. It's the perfect solution to get you started in a small company and easily scale into an enterprise with thousands of employees around the world. Trust us that only a few products on the market can do this.

Does your business need a CRM system?

Yes, if:

• Every day your employees perform many tasks and some of them tend to get lost/forgotten/postponed for later.
• You can't figure out what's going on in your sales department.
• You need to complete a lot of actions to make a sale.
• Your employees work not only in your office, but also in other cities, or you just want to open branches.
• You are high competitive market and, having reacted late to the client's request, you lose it.
• You have long-term projects with clients (more than six months).
• You actively promote your company on the Internet, use many systems for this and conduct analytics.