system for CRM

Selecting a CRM program means finding the software that best fits the company’s needs. CRM software comes with many features and tools, and despite the fact that many CRM products offer similar feature sets, there are some unique tools in each one, for example  Programs can be divided into categories by several criteria:

• Features refer to how well the software integrates with other applications (ex. Outlook, Gmail, iCall etc.) and how accessible information is. It covers everything from calendar alerts and to-do lists to mobile access and synchronization capabilities.
• Contact information ranking outlines the program’s ability to store specific information for each contact. The business world is fast-paced, so managers need to be able to access customer’s information quickly.
• Sales and marketing tools are designed to help and maintain current clients and gain new ones. Most importantly this tool helps find campaigns with positive ROI and campaigns that are not yet performed.
• Ease of use is about the program's design. A well built CRM program will be easy to navigate quickly and will make the most important items clear and easy to find.
• Help and support indicates what support the CRM software manufacturer provides for their product.^[7]

Differences between CRM for B2B (Business 2 Business) and B2C (Business 2 Customers)[

B2B and B2C marketing operates differently, that is why they cannot use the same software. All the differences are focused on the approach of these two types of businesses:

• B2B companies have smaller contact databases than B2C
• The amount of sales in B2B is relatively small
• In B2B there is less figure propositions, but in some cases they cost a lot more than B2C items
• Relationships in B2B environment are built over a longer time

B2B operations require special CRM solutions that are not the same as for the B2C industry:

• B2B industries require specialized CRM solutions, which are different from B2C companies’ requirements. This is the main reason for ineffective adoption of applications, despite both B2B and B2C industries having the same aim: to “understand its own customers better”
• There must be different CRM solutions for industries within the B2B market, because of the special needs of each one. Also there is a demand of designing solutions using special color schemes.
• B2B CRM must be easily integrated with other companies’ IT-solutions. Such integration enables the creation of forecasts about customer behavior based on their buying history, bills, business success, etc.
• An application for a B2B company must have a function to connect all the contacts, processes and deals among the customers segment and then prepare a paper
• Automation of sales process is an important requirement for B2B solutions. It should effectively manage the deal and progress it through all the phases towards signing
• A crucial point is personalization. It helps the B2B company to save strong and long-lasting relationships with the customer. To communicate with them more effectively, there should be integration with the email solutions

So, all the B2B applications must be both personalized and be able to establish communication channels for support of customers

SaaS CRM Software

These are software created “on-demand” which are available via Internet and do not require install and support. Businesses using the software do not purchase the software, and typically pay a subscription fee to the software vendor. ^[8]

Small business

For small businesses a CRM system may simply consist of a contact manager system which integrates emails, documents, jobs, faxes, and scheduling for individual accounts.^{[citation needed]} CRM systems available for specific markets (legal, finance) frequently focus on event management and relationship tracking as opposed to financial return on investment (ROI).