Small Business CRM Software

He had questions for a client, a one man shop, that sounded a lot like those that I hear in larger enterprises. That says a lot. The expectations of small business are that they have CRM software options just like the big boys; albeit at an affordable price point.

Best of Breed and Small Business CRM Software

The requirements of larger organizations sometimes require that best of breed functional CRM tools be purchased and then integrated to the core CRM software. In the small business, this becomes an expensive proposition. Generally, they will be looking for an all inclusive CRM solution designed specifically for small business.

But, does this CRM software have all the tools they need? One of the biggest challenges of a small business is looking bigger. They typically don't have the functional silo problem faced by larger organizations since you'll often find the entire company working in one room! However, the obvious limitation is the limited number of hands.

Looking bigger means looking efficient. Over delivering to your customers is difficult if promises are made that your limited resources cannot deliver. One of things small business CRM software must deliver is the ability to over deliver. But, this is very difficult to do without a best of breed addition to your toolkit.

I work with tools like Orbis Software's TaskCentre. This falls under the business activity monitoring category of CRM software. Tools like this do a few things that you simply will not find built in to small business CRM software, or even middle market CRM solutions. Here's what they can do to make you look bigger and over deliver with your limited resources.

• Monitor inbound structured emails from web forms that parse the data, analyze it, and perform various actions based on pre-determined rules. These could be used to update your CRM database, start a drip mailing campaign, schedule a phone call from the appropriate representative, or send requested information back to the web visitor.
  
• Monitor your CRM database in order to proactively push information out to your customers. For instance, if your customers are overwhelming your staff with inbound phone calls, it might be possible to send them a daily or weekly update on outstanding customer service issues, applications, etc.
  
• Manage workflow throughout your front office. Tools like TaskCentre can greatly enhance the workflow process and ensure that handoffs are completed successfully.
  
• Tools like this can also be used in lieu of business intelligence software to regularly analyze your CRM database and provide you with early warning indicators that you can act on. Making timely decisions can have an effect on your ability to compete by keeping your customers at the center of your attention.

Tools like this are actually affordable. The cost to get them to do what you need is where the money ends up getting spent. However, my opinion is that if you go through the proper planning process, and know exactly what you need your small business CRM software to do, you'll realize that many of the features that cost money to tweak can be eliminated in favor of the addition of a best of breed tool.

Remember, ROI is always something to keep your eye on. If something brings you the results you're shooting for, don't be afraid to make the investment.

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