Comparison table crm. Paid and free crm systems: rating of the best. The Best CRM Systems for Small Businesses

30.01.2022

CRM - customer relationship management system. It is a set of programs for automating interactions. The system allows you to increase sales, optimize marketing, improve customer service, establish and improve business processes.

It also simplifies subsequent analytics thanks to a rich statistical base with the ability to visually display the results on various charts. And thanks to the CRM system, you can control the work of each employee and ensure the standardization of work.

When choosing a CRM-system, you should rely primarily on its functionality and their need for the introduction of a particular business. If the set of program features meets all the requirements and business strategy, then the choice of this system will be optimal.

You should also pay attention to whether the CRM system can be integrated into the corporate information system used, whether there is the possibility of fine-tuning and subsequent refinement, focusing on the needs of the business, etc. Equally important are the ratio of the technical capabilities of the system and the cost of its use, which includes costs both for the acquisition of a license and for the implementation of CRM technologies with possible configuration and maintenance.

There are two main types of CRM systems:

cloud usage,
hosted on your own server.

The first type involves the placement of the system itself on the supplier's server, access to CRM is provided online through a browser or program / application. But there is no way to change the product code (in most cases, access rights can be set, integration of external systems, report settings and design changes), system fine-tuning, the need for a permanent Internet connection. But at the same time, there is no need for your own server, constant system updates, and, as a rule, a lower price.

The second type - "boxed version" - involves placing the program products on your own server with all the possibilities of use, including changing the program code (within the framework provided by the product supplier). However, the cost of such hosting and maintenance is an order of magnitude higher, which determines the use of "boxed" versions by large businesses. Small and medium businesses, as a rule, use the cloud version in the course of their activities.

Megaplan provides its customers with 2 main tariffs for using the program: for collaboration (including the extended version), as well as a CRM system: customers and sales (including the extended version).

The mode of joint work involves the distribution of responsibilities between employees and control over the performance of work. The system allows you to put things in order when creating projects of varying complexity and establishing links between performers. Discussion of projects, conducting surveys is done in a couple of clicks. The system also allows you to keep documents always at hand, files can be stored both in certain tasks and in shared folders. Existing employees within the system can be divided into specific departments, assign work and rest times to each, and distribute tasks to avoid duplication of functions. Freelancers can be connected to the system by setting access rights in such a way that the confidentiality of information is maintained. The task scheduler allows you to assign appointments and meetings to all necessary people, allows you to distribute cases on the calendar, and reminders come in the form of notifications by mail or SMS.

The extended plan for collaboration allows you to add the fields and lines required for a specific type of business to the list of tasks and projects, quickly coordinate documents, and create departments and evaluate the work of employees. A distinctive feature of the extended version is the ability to integrate with ActiveDirectory, which allows you to import employees into the Megaplan system.

To work with Megaplan, you only need an Internet connection. The existing mobile application allows you to keep in touch with employees on business trips and vacations. Data encryption allows you to keep information confidential, regardless of how you connect to the Internet. The system also provides easy integration with a number of useful working services, in particular API, mail and telephony, Google calendar.

At the moment, the cost of connecting the classic tariff for collaboration is 330 rubles per connected employee, and the extended tariff is 430 rubles.

As part of the "CRM: Customers and Sales" tariff, Megaplan facilitates customer management, billing and control of the sales funnel. This version can be used in both cloud and boxed versions. To increase loyalty, all information about customers is entered into the CRM system, transactions are made transparently and under the control of the head of the company, the terms and amounts of payments are always at hand. Also, this type of tariff includes all the features of the program for collaboration.

The extended version of the tariff allows you to keep financial records in the system, increase projects, evaluate the work of employees, and also integrate CRM with ActiveDirectory, Oktell and 1C. The cost of connecting the classic tariff "CRM: clients and sales" is 550 rubles per one connected employee, and the extended tariff is 750 rubles.

Bitrix24 provides companies with a complete set of tools that ensure the organization of the company's work.

Work in the system is organized according to the type of social network, which allows even an unprepared user to intuitively understand the program. At the same time, the possibility of distributing tasks, monitoring their implementation, along with maintaining the capabilities of a regular social network remains: a live feed of events, communication, notifications, exchanging likes and photos, as well as thanks to other employees provided through the Extranet.

Tasks are set in a classic way, which allows the manager to control the progress of work, compliance with deadlines for tasks and projects. Management takes place online, which allows, as necessary, to change and refine the necessary tasks, distribute roles in their execution, take into account the employment of employees, and also receive reports in a convenient form on time. Setting tasks is possible both from scratch and according to pre-prepared templates, including basic ones. The calendar and task scheduler allow you to timely distribute tasks among performers, hold meetings, planning meetings.

Communication between employees, as well as the manager and performers is made in the form of a corporate messenger and the possibility of video calls. The system can be used both as a mobile application and as a desktop application.

Directly CRM allows you to combine any channels of communication with customers (calls, mail, appeals, payment) in one window by connecting to the system itself, while saving data will occur automatically. Each client in the system has its own profile, which contains its entire history of calls, and statistics allow for analytics and load control. The reporting system shows a complete picture of work by category and in summary form. The toolkit makes it possible to account for customers, track orders and offers, pay, and also automate business processes.

The cost of using the Bitrix24 system depends on the type of version used and the specific tariff. The cloud version can be used for free, but this imposes a number of restrictions. The cost of classic tariffs varies from 990 rubles per month to 10,990 rubles, while an unlimited number of users can be connected to the system, and the difference between the tariffs (Project +, Team, Company) will be expressed in the volume of the cloud and the range of opportunities. The boxed version costs from 59,000 rubles to 699,000 rubles, depending on the tariff (CRM, Corporate Portal, Enterprise). The difference between the tariffs lies in the number of connected users, the ability to work through the extranet, the use of multi-departmental and web cluster.

3rd place. CRM Simple Business

Simple Business CRM makes it possible to manage customer relationships and sales processes in accordance with the needs of the company. The system allows you to maintain a client base, reminds you of calls, provides calls and mailings, has a number of templates for documents, a sales funnel, a reporting system, allows you to connect requests from the site directly to CRM, etc. There is also the possibility of task management (the entire cycle from creation to acceptance of the work performed, while monitoring execution throughout the entire cycle), personnel management (employee work statistics, company organizational structure, reports, work control, calendar and task scheduler), there is a system communications (telephony and mailing, videoconferencing), document management (creation, storage, downloading of files of any formats) and content management system.

The built-in financial module facilitates the accounting of the organization, allows you to work with the warehouse. The system allows you to maintain a table of goods, shows complete information on transactions, allows you to analyze sales through a funnel and a number of charts. In the system, you can draw up acts of reconciliation of settlements, fixing the payment of invoices, and visually have information on the movement of the company's funds by periods. The warehouse allows you to track the movement of goods, plan purchases and determine the profitability of certain goods.

Conventionally, there are 5 versions of the program: 2 desktop applications (for Windows and Mac OS), 2 mobile applications (iOS and Android), as well as a web version. Depending on the tariff, the capabilities of the system vary. The Free plan assumes a free connection, however, the possibilities are limited to only 5 connected employees, cut down on the amount of memory and client base, as well as weakened communication. Cloud versions of Pro and VIP (1,990 and 3,990 rubles per month, respectively) provide connection to an unlimited number of employees and provide great opportunities for working with clients and controlling work. The boxed version of the program costs 29,900 rubles, allows you to connect 30 employees and transfer the system to your server.

place. retailCRM

Another rather interesting CRM, but this time with a focus on e-commerce.

If you own an online store or collect leads using a landing page or Instagram, you should pay attention to RetailCRM, because this system has a powerful module for collecting and processing orders from all popular social networks (Vkontakte, Facebook, Instagram) and messengers (Telegram, Viber and WhatsApp) in one window. Using this functionality, you can not only distribute customer interaction tasks between your employees, but also simplify their work by enabling the ability to make auto-replies and reminders.

In addition to the ability to segment customers, which is standard for any CRM, RetailCRM has another interesting feature - monitoring the performance of your employees. With its help, you can quickly determine how effective one or another employee of your online store is.

Today, RetailCRM clients are already more than 10,000 online stores from all over the CIS, which in total process more than a million orders every month. In addition, this system already now supports more than 80 integration options with all kinds of CMS, delivery services, telephony and other services.

The cost of using RetailCRM varies from 1500 to 1900 rubles per month for each connected user, depending on their total number - the more you work, the less you will pay for each account. Optionally, you will be given a 14-day trial period. However, if you are a novice online businessman and are not yet sure that your online store will be able to generate a sufficiently large number of orders, then you can use the demo version of this system for free.

Domestic cross-platform CRM-system for the full automation of all business processes with a fairly flexible functionality and the ability to create a solution for your needs.

Key features of the Client Base include:

table builder,
IP telephony,
creating and conducting mass mailings to the customer base,
multilevel database filtering,
reminders,
calendars,
document generator,
data import and export,
backup and program log.

In addition to the main features, with the help of a store of ready-made solutions based on ClientBase, you can transform this CRM to the needs of a beauty salon, dentistry, real estate agency, etc.

To date, this system can boast that more than 120,000 people are already its customers, and every day this figure is only growing.

If you want to use ClientBase to control business processes, then you will find 7 tariff plans at a price of 1500 rubles/month and up to 12000 rubles/month. Also, if for one reason or another you do not want to rent an account on the server, but want to immediately buy a boxed version of the program, then depending on the tariff, its cost will be from 13,500 rubles to 126,000 rubles.

Regardless of which option you choose to work with the Client Base, you will receive a free trial period of 10 to 14 days and training in working with the program.

SugarCRM is a commercial open source CRM system. This determines its individuality for each business, since open source allows you to customize the system for the needs of any organization, which is not available in the vast majority of existing CRM. Also, along with changing the code, the user can modify the old and create their own new modules, thanks to a special module that provides visual development (Studio), which comes with the system.

The system works through a web browser. Accordingly, the program is implemented by the owners as SaaS.

The system is distributed on a free and paid basis. The functionality of the free version is limited, only basic functions are presented to users, such as a project calendar, setting tasks, managing documents, mail, invoices and transactions, etc. At the same time, the period of using the free system is 7 days, after which a license is required. Paid versions (Corporate, Professional and Enterprise) allow you to connect additional modules that simplify the interaction between employees and customers of the company. In particular, it is possible to integrate with Microsoft Outlook, work with the mobile version of the platform, work offline, form teams to complete projects with complex connections and control access rights, access an improved reporting system and configure modules.

The main modules in the formation of sales are counterparties, contacts and deals. Data is entered into them either directly or by converting previously entered information.

To build relationships with counterparties, the system uses the "Events" module. It handles calls, appointments, tasks and notes. Notes are used, as a rule, to fix nuances when working with other tools.

The main modules allow the user to interact with customers through flexible planning and recording of events, sales analytics, additional modules allow you to organize mass mailings, store documentation, create various projects, optimizing routine business processes.

The base language of the system is English. However, the existing localization of the software allows you to work with many major languages, including Russian.

Quite an interesting and multifunctional platform for comprehensive control of processes in your business and interaction with customers. According to the creators of WireCRM, this system is a "single window" with which you can manage almost all aspects of your business.

To date, this CRM can offer its customers more than ten different modules: a scheduler, customer accounting, sales accounting, goods and services, mail integration, telephony integration, billing, act generation, and much more.

In addition, WireCRM has quite flexible modules for integrating with the client site (html forms for collecting contacts) and API, and this system scales well to suit your needs with the help of the application store, thanks to which you can connect one or another application for extension functionality in just two clicks.

For novice users, WireCRM has prepared a month of free testing of the service.

This system has only one tariff plan and a month of use will cost you 499 rubles for one connected account. For this money you get full functionality, without any restrictions.

Previously called bpm "online sales.

BPMonline is a comprehensive solution that allows you to optimize business management in three main areas: sales (full cycle management, starting with leads and ending with a ready-made contract), marketing (determining customer needs and their subsequent conversion into deals) and services (using ready-made processes to organize a service ).

The system supports organizational solutions for 24 business sectors, from manufacturing and services to pharmaceuticals and microfinance. The main advantages of the system are the availability of ready-made business processes, a single platform for the main lines of business and a convenient modern interface.

BPMonline sales allows you to manage sales of any complexity with the same efficiency: both short orders and long corporate deals. Full cycle management is carried out, including using ready-made solutions.

Creating sales and placing orders takes place in a few clicks, the system allows you to manage employees directly, all of whose work is transparent. Dashboards help track the pulse of sales, as the system includes a set of necessary metrics to ensure that the right management decision is made. Working with the sales funnel is easy, and deal tactics can be adjusted on the go.

Depending on the complexity of the sales process and the company's policy, there are different tariffs for the BPMonline sales product. Small companies can use the team plan, which is ideal for long-term direct sales, the cost of use is 950 rubles per month for 1 user. The commerce tariff is used by companies with short sales cycles, its cost reaches 1,250 rubles per month, while the enterprise tariff serves as an optimal tool for medium and large firms with many different sales channels (the cost is 2,500 rubles per month).

BPMonline marketing allows you to manage multi-channel communications to determine customer needs. Customers are guided through all stages of the funnel, from the definition of a need to the transfer to a sale. The system allows managers to focus only on really ready-to-sale leads. In particular, lead management, client profile, event analytics, segmentation, etc. are available. The formation of the target audience and the start of the mailing occurs in a few clicks, and the effectiveness of nurturing and the flow of new leads (dynamics) are automatically evaluated using the built-in analytics toolkit.

The cost of the service is determined by the number of users and contacts in the database. For example, the minimum subscription cost per 1 user and 1,000 active (used for marketing activities) contacts is about 50,000 rubles.

Finally, BPMonline service provides a set of ready-made service management processes. The direction is divided into customer service management (improves work automation), as well as a service center (suitable for large organizations that provide services to both customers and departments, taking into account ITIL recommendations). This area includes data management, business processes, appeals, releases, etc., as well as omnichannel communications and a client profile. The cost of the customer center is 1,600 rubles per month per 1 user, and the service enterprise - 2,850 rubles.

Microsoft Dynamics 365 is a set of intelligent applications divided into several areas. The main ones are: sales, marketing and customer service.

"Sales" gives the opportunity to use analytical information in decision making. This allows you to increase the speed of sales, identify potentially ready-to-buy customers. Signals from Office and Dynamics represent the current state of the relationship with the client and possible risks, which allows you to choose the best solution. Attracting staff, managing relationships, optimizing sales make the service as efficient as possible. The main advantages are, first of all, the automation of the preparation of proposals and the processing of orders, as well as the maintenance of customer profiles, which indicate meetings, negotiations, sales schemes, etc.

As the business develops, each entrepreneur is faced with the need to implement software that can simplify the process of planning processes, accounting for customers, storing documentation, monitoring the efficiency of employees, and completing current tasks. With all these tasks, special programs, abbreviated as CRM (CRM), cope with high quality. Popular CRM systems differ in purpose and functionality. When properly selected, they are a powerful tool to save time and effectively increase productivity. Help in choosing a functional reliable CRM system, the popularity rating of which is confirmed by positive reviews, will help annually compiled top of the best software products.

List of tasks to be solved in a particular case

CPM has a lot of functions that can simplify daily work - control the sales process, manage projects, maintain interaction between departments. Before you start choosing the best platform, you should make a list of specific work tasks that will require software. It is also necessary to determine its functionality, technical requirements, employees who will use it in their work.

In most cases, the CRM system is designed to:

to systematize the process of collecting, storing information - contacts of real and potential customers;
control the process of interaction with customers, achieving an increase in the level of service, the effectiveness of marketing and sales;
automate the receipt of statistical reports.

Attention! Proper use of CRM capabilities can influence the level of sales, increasing them

Getting acquainted in more detail with the options of application software presented on the market, it is recommended to pay attention to the possibilities of project management and communications, the availability of ready-made business processes, the features of working with documentation, as well as the likelihood of software expansion and customization.

Free

The need for integration of crm-systems for maintaining a customer base, quality control of service is equally high among start-ups, small businesses, and large companies as well. If the latter can allow the implementation of the most functional (read - the most expensive) CPM, then the limited financial capabilities (as a rule) of the former and the latter do not allow them to use expensive paid tools without first testing the purchase. A selection of free versions of CRM platforms will allow you to evaluate the possibility of integrating such a product into a specific business, as well as determine the best option.

Client base

The free version of this platform allows you to automate the process of doing business. With its help, you can keep track of clients, control the maintenance of tasks, invoices, reports, perform personalized SMS-mailing by e-mail. In a free format, it is available for 10 users, is unlimited in time, and does not require a programmer to set it up. The client base uses cloud technology for data storage.

Worksection

The free version of the platform is designed for 5 users. With its help, you can divide current affairs into 2 projects, determine tasks, subtasks, execution time and priorities. This CRM system provides access to a 0.1 GB file storage. Its interface is intuitive, easy to use, technical support is at a high level.

Monitor CRM Lite

The functionality of the free version is limited: only 1 user can work with the program. But it does not need additional software and provides good opportunities for simplifying the management process - creating detailed analytics, project management, record keeping. This program should hardly be considered as an ideal option for organizing business processes in the long term, however, at the beginning of business development, it will become an ideal assistant.

ASoft CRM Free

Specially designed for the needs of small businesses. Designed for 1 user and has limited functionality that allows you to plan work and receive reports, store information about customers.

Bitrix 24

This is the best CPM system according to most. Also has a free version available to 12 users. With its help, they can use standard business tools, mobile applications, communicate in social networks, chat, mail. In addition, users can store data in the cloud, for which 5 GB is specially allocated.

Hubspot CRM

The most popular English-language free program among the Russian audience (non-Russian programs are generally in minimal demand due to the large selection of Russian-speaking ones). The functionality is minimal, but very simple, allows you to quickly understand the principle of the system.

Many paid CPM systems offer free trial versions for 2-4 weeks. For example, amoCRM, Megaplan, RosBusinessSoft, ZohoCRM, ManageEngine

Using the free trial version, you can check in practice how this or the program correlates with workflows. If the result is not satisfactory, there is always the opportunity to try another.

The best of the best

Some of the modern CRM systems do not require the purchase of a server and system administrator services, since they use cloud solutions. Many of them have expansion components or can be customized. They function perfectly in the browser, on a mobile phone or tablet. The annual rating of CRM systems allows you to choose the best options from this variety of offers. The list of the most popular platforms is headed by Bitrix 24, Bmp online, amoCRM and Megaplan.

Bitrix 24

A large universal CRM system with wide functionality for automating work in any company.

Features allow:

keep track of the customer base;
control the effectiveness of sales;
maintain the necessary documentation;
manage communications, tasks and projects.

bmp online sales

Service with a set of ready-made online tools. It has a concise interface, built-in telephony, a library of processes, a convenient form for working with documents. Project management is represented by two sections - tasks and projects. The functionality allows you to create your own business processes.

amoCRM

It has long been in the top of the best. It is a cloud-based program that does not require large implementation costs. It is designed to maintain a client base. It has a simple, intuitive interface and a set of necessary functions - it allows you to track the productivity of employees, compile reports, build sales funnels and analytics, and send out mailings to customers.

Megaplan

A service that allows you to automate the process of sales and planning, communication and communication with customers. All information about them is stored in a structured database, and the CRM platform helps to track the activities associated with it. In addition, Megaplan allows you to create guest accounts, which make it possible to discuss projects and issue invoices directly in the program.

ZohoCRM

Considering the best systems developed for business process management, one cannot fail to mention. Its functionality is concentrated in 3 basic modules, in addition, it includes several extension components and is able to integrate with other applications. Easy to use due to a simple, accessible interface and optimization for popular tasks - sales automation, network collaboration, interaction with customers and leads through social networks, office work.

SugarCRM

A flexible system, easily customizable at any level, tailored to the needs of small businesses can be installed on the cloud. Its functionality includes several basic modules, including automation of the entire sales cycle, project management, documentation, reporting, and can be expanded by integrating additional applications.

Manage Engine Service Desk Plus

Completes the review of crm systems, recognized by most users as the best. This product has an English and Russian interface, ready-made templates for creating reports, allows you to communicate with customers via e-mail or through a web form online. By integrating the ManageEngine CRM platform into your business, you can:

manage contacts;
lead customers and purchases;
process orders.

Which CRM system to choose

At the moment there are a huge number of proposals. Cloud versions, as practice shows, are more suitable for the needs of small businesses than boxed ones, since they require less additional costs and technical preparatory moments. Boxed versions of CRM-systems need to buy their own server and hire an additional programmer.

Despite the fact that each CRM has its own characteristics, the principle of operation for all of them is approximately the same. The interface of amoCRM, Bitrix 24, ZohoCRM looks simple. It will be a little more difficult to deal with the BPM'online and SugarCRM inference.

Bitrix 24 has the best communication capabilities. Its functionality includes access to chat, feed, and, most importantly, project communication. A rather limited set of features is offered by amoCRM and Hubspot CRM, which can be quite acceptable in the initial stages of system implementation in small companies. For larger firms, programs with a large set of tools and processes, such as Megaplan, Bmp online sales, Bitrix 24, are more suitable.

Summarize

Business trust in proven software products allows you to effectively manage sales and marketing, increasing their productivity. The most popular CRM systems offer optimal functionality, the ability to expand and customize it, work in a desktop application or a mobile device. The choice of this or that service is individual and depends on the format of the company, as well as its daily work tasks. Using free test versions before implementing a specific program, you can make sure in practice how the selected CPM system is suitable for managing a particular business.

In the process of business development, Internet entrepreneurs sooner or later face a serious problem: which CRM system to choose? This difficult choice is somewhat similar to finding a car - you are looking for a certain model, the right color and equipment, to achieve certain goals.

For example, to take children to school, you need a minivan, to travel - a crossover, to create an image - a presentable premium coupe. However, CRM is selected according to the same principle - depending on the goals pursued.

And to make it easier for you to decide, we have collected the best CRM systems for small businesses, as well as large and rapidly growing projects.

Popular CRM systems: overview of functionality

Customer Relationship Management is an indispensable assistant and digital brain of modern business. This is a customer relationship management system, which also allows you to streamline and optimize work processes within the company.

In fact, this is a program that automates all stages of sales, pulls up analytical data, controls customer service and the work of managers. That is, it makes business processes fully manageable and transparent.

How to choose a reliable, functional, advanced system? To do this, we made an overview of the best services presented on the Russian-speaking market.

AmoCRM is a functional system that is designed for sales. That is, to automate the interaction of the department with customers. In the ranking of CPM systems in 2016, this service has become one of the leaders in the Russian-speaking market.

ZohoCRM

ZohoCRM is the superman in the world of customer relationship management on 3 key levels: marketing, sales, support. The service allows you to control and automate the main business processes.

Functional:

ZohoCRM allows you to collect all the important data in one place: customer contacts, their history, information about traffic sources, the number of sales, etc. And as a result - to improve ROI and increase sales.

Bitrix24

Bitrix24 is a convenient, multifunctional, and also free system that has not lost its position in the CRM systems rating for several years. The main emphasis in the service is on the management of projects, tasks, documentation, reports, plans. At the same time, Bitrix24 does a good job of optimizing customer relationships.

Unlike the previous 2 systems, Bitrix is designed to be implemented throughout the company, and not just in the sales department.

Main functions:

This service is similar to a company's internal working social network. It optimizes the interaction between different departments, automates workflows, performs all the main functions of sales control and analysis. In a review of CRM systems for small businesses, as well as for low-budget startups, Bitrix24 is the undisputed leader in the Russian-speaking space for at least one important reason - the service can be used for free if no more than 12 people are involved in it.

Salesforce Sales Cloud

Cloud system for planning, managing and controlling business processes (customer relations, marketing, budget, sales, analytics).

visitor targeting;
internal online chat for managers;
accounting / work with transactions, payments;
cloud data storage;
customer base management;
customer interaction reports;
automatic distribution of requests between managers;
integration with social networks, mail services;
access to the service from mobile devices;
assigning priority to applications;
lead capture and traffic source tracking;
sales control and analytics;
formation of work tasks, planning.

Despite the fact that BaseCRM is designed specifically for large businesses, it remains one of the simplest and most understandable systems on the market. Using this service, you can track sales, deals, their dynamics (decline/growth) at different stages of the funnel, predict future income, and compile comprehensive reports.

On the other hand, it is a powerful machine for increasing the productivity of company employees (planning, KPI, performance reports, setting goals / objectives). As well as multi-level control of data on the client base (contacts, transactions, letters, documents, touch history).

Service functionality:

support for Android and iOS mobile platforms;
end-to-end reports on the development of a specific transaction;
analysis of the effectiveness of employees;
sales funnel analytics;
forecasting sales dynamics;
customer information cards;
storing the history of interaction with customers;
tracking conversions, clicks, email opens;
built-in telephony;
work with documents, finances;
task setting, calendar.

So which one to choose? The mass of options is confusing, the variety of functions and software does not allow you to focus on the main thing - for what purposes do you need a CRM system? What are the top priorities for your business? Where do you plan to implement it (in the whole company or in certain departments)? And finally, what budget do you have?

The answers to these questions will help you shed light on the characteristics of a customer relationship management system that are important to you.

Comparative analysis of CRM systems in 2016-2017

We analyzed the most popular CRM systems in the domestic market, their rating, functionality, and features.

Write in the comments which CRMs have you already tested or are you using right now? What do you like about them, and what moments leave much to be desired?

bsadsensedynamick

The introduction of a CRM system allows not only to increase profits, but also to optimize costs, time, and business processes.

Anastasia Osipova

Article navigation

The main functions of CRM systems
Criterias of choice
TOP 10 CRM in 2020
Bitrix 24 is a powerful tool for business automation
Features of amoCRM
Megaplan is a simple CRM system with a user-friendly interface
Cloud CRM-system Creatio
RetailCRM - a system for online trading
Microsoft Dynamics CRM software package
Cloud service for trade management MySklad
Universal CRM-system Simple business
FreshOffice - a system for managing simple projects
Pipedrive CRM
conclusions

CRM systems are the electronic brain of modern business. They are specialized software designed to automate all stages of customer interaction. Thanks to the use of such a program, the business owner has the opportunity to track how the deal is moving along the sales funnel, as well as the performance of each of his managers.

The main functions of CRM systems

For those business entities that work directly with clients, it is very important to increase the efficiency of trading and the audience of buyers. New developments of programmers help them in this. After all, even the simplest CRM is able to systematize customer records and establish any interaction with them.

The software allows you to store all customer information not in separate records or files, but systematized in a virtual information store. Through the implementation of a CRM system, it is possible to differentiate the rights of access to information for employees depending on their specialization and position.

The best CRM systems for business have features such as:

automatic creation of customer cards;
recording phone calls;
integration of the system with e-mail, telephony, instant messengers, etc.;
automatic output of information on the client and the relationship with him when you re-apply;
full analytics of the work of the department for the head;
automatic reminder of the completion of the task;
analysis of marketing campaigns;
saving information about the history of transactions, as well as financial and sales management.

Criterias of choice

Along with the constant development of the business sector, the market for CRM products is also evolving. They are updated, endowed with new features or various combinations of already known ones. But, as a comparison of CRM systems shows, they are not universal. In each individual case, you should choose software, guided by the following main criteria:

the system is designed to be installed on a PC or can be used online. In the first case, you cannot do without your own service, but it will be possible to change the product code and have access to the database around the clock. When choosing the cloud option, access to information is possible only online, and all settings changes are made by the service provider;
paid or free. The second option is the best choice of CRM for small businesses, which will require minimal functionality to manage. If you need a wider package of services, it is better to use the paid version.

In addition to these criteria, one should also take into account the volume and scope of the company, the number of full-time employees and much more. Since there is no universal program, before choosing a CRM system in 2020, you should make sure how flexible it can be customized to the needs of a particular business.

TOP 10 CRM in 2020

The specificity of CRM-systems implies their sharpening for certain areas of activity. Therefore, it is impossible to compile a list of CRM systems that simultaneously meet the needs of large, medium and small businesses, as well as companies that are not engaged in the production of goods, but in the provision of services, for example, legal or marketing.

For the same reason, it is impossible to carry out an exhaustive and objective comparison of CRM. Therefore, in this article there is no analysis of products in order to determine the best, and the rating of CRM systems is compiled taking into account ease of use and popularity among representatives of Russian business.

Name	Short description
	It has all the capabilities to analyze and control the sales process. And it is also a kind of social network at work, allowing employees to communicate with each other.
	The system is easily configured and integrated with other services. It is possible to quite simply backup data, combine information on duplicate contacts, add fields to deal cards, etc.
	The system has a wide range of functions and tools, so it can be easily adjusted to the specifics of any business. Helps to automate all internal and external processes. There is a mailing list and a useful blog
bmp'online	The implementation of this system allows you to manage the full sales cycle, from attracting a client to completing a transaction, as well as setting up business processes and maintaining document flow.
	Designed primarily for online trading. It helps to automate routine business processes and control the processing of orders in the "one window" mode from the moment the application is received to the delivery of the goods to the client
	The system is integrated with all Microsoft applications and services. It consists of several global modules - management, sales, customer support, marketing, etc. The implementation of the program helps to bring customer service to a new level and thus increase the efficiency of the company
	A cloud service that allows you to manage purchases and sales, keep inventory records, control financial flows, work with the client base
simple business	It allows you to automate business management, organize work with personnel, workflow, submit reports to regulatory authorities, build relationships with customers. The mobile version is convenient to use during business trips
	Cloud system with its own PBX. It is able to replace many separate programs (file hosting, accounting, instant messengers, etc.). The service has a built-in chat, mail integration and is able to manage business affairs in one window mode.
Pipedrive	The implementation of the system allows you to view all transactions in the visual sales channel, as well as organize contacts and track each potential client. There are mobile apps for Android and iOS

Bitrix 24 is a powerful tool for business automation

It is a multifunctional toolkit for managing projects, tasks, plans and optimizing customer relationships. There is a cloud and boxed version of this software product. The mobile application allows you to call customers directly from CRM by clicking on a phone number.

Bitrix 24 is suitable for both large corporations and small organizations. Companies that employ less than 12 people have the opportunity to use the free version of the service, the functionality of which practically does not differ from the paid solution. If something is missing in the ready-made set of tools, you can easily install additional modules, for example, a document designer, a chat bot, online accounting, SMS notifications, etc.

Bitrix 24 is the best free CRM for small businesses, aimed at optimizing work within the team. In its functionality, it resembles a corporate social network. The implementation of the program allows you to create a "live feed" of the business, which reflects all the important events, starting with the tasks of the manager and up to the last email message from the client. Thanks to this system, employees are able to quickly respond to the tasks and requirements of customers.

Benefits of Bitrix 24:

project and customer database management;
tracking orders, payments, warehouse accounting;
business planning, time management for employees;
work with documentation and finance;
analytics (sales funnels, various charts, charts);
integration with the site, 1C accounting, popular social networks, web applications;
providing access to the cloud storage of business information;
saving the history of correspondence within the system;
availability of mobile applications for Android and iOS.

Go to the site bitrix24.ru

Features of amoCRM

A simple and convenient amoCRM cloud service has a beautiful interface and is well suited for those companies that are not focused on instant sales, but use a funnel. The demand for this system can be judged at least by the fact that it constantly gets into the review of popular CRM in Russia.

The functionality of amoCRM allows you to build effective interaction with the client at all stages of sales. The system itself is able to form a funnel of orders, systematize and organize all requests from customers, notifying the user about it. In the "Analytics" section, with the help of understandable graphs and diagrams, detailed information about the performance of all team members is displayed.

There is also a mobile application amoCRM, which allows you to work with the system wherever there is Internet. The program saves information about each client, so you can easily create an email newsletter or call directly from your smartphone. In addition, additional functionality is offered - employee chat, support service integration in social networks, business card scanner. The system can be modified to suit your needs through an open API.

amoCRM Benefits:

convenient task scheduler, the ability to work with calls and e-mail directly in the CRM interface;
constant systematization of the database (storage in one place of the entire history of interaction with customers, partners and contractors);
sales analytics (forecasts, success, charts);
unlimited number of integrations with mail services, business applications, social networks, etc.

the functionality is aimed at accounting for customers and sales, and little attention is paid to internal business processes, there are not enough tools for creating documents;
telephony must be installed separately.

Go to amocrm.com

Megaplan is a simple CRM system with a user-friendly interface

With the help, you can simultaneously control the work of all employees and distribute tasks, as well as structure and save the history of customer relationships. The program stores everything - invoices, correspondence, records of conversations with customers. The business owner always has the opportunity to analyze the situation in order to find out the reason for the failed transaction.

The introduction of the Megaplan system allows you to put things in perfect order. Automatic configuration of business processes, notifications and reports increases the efficiency of activities and does not allow you to miss deadlines. The functionality of the system includes various marketing tools, several sales funnels, categories of leads, mailings, work with documentation, transactions, payments, integration with the selected IP-telephony. Megaplan is available in cloud and boxed versions, and there is also a mobile application.

Main advantages:

advanced sales management (planning, tracking the trading chain, analytical reports);
interaction with IP telephony and email services;
internal management (creating tasks for staff, analyzing work productivity, monitoring deadlines);
detailed client base, saving the history of interactions with clients;
the ability to choose convenient functionality depending on specific business tasks and not overpay for unnecessary modules.

lack of a warehouse model;
the free plan does not include integration with 1C.

Go to megaplan.ru

Cloud CRM-system Creatio

The Creatio service is considered the most comprehensive solution for companies wishing to build a unified IT system by combining the work of various departments. The developer offers 24 types of ready-made industry solutions for medium and large-scale businesses (finance, logistics, sales, pharmaceuticals, etc.).

With Creatio, you can manage orders, group them by budget, product types, and stages of execution. It is also possible to manage accounts, control payments, and conduct accounting analytics. Thanks to an intuitive interface, it is pleasant and easy to work with the system both on a mobile device and on a desktop.

Functionality of Creatio:

sales and lead management (unified sales register, monitoring and forecasting their success);
management of business processes (setting tasks, execution, monitoring of business activities);
managing accounts and orders (accounting analytics, payment control, grouping orders by responsible executors, stage of implementation, budget, etc.);
time management for staff, maintaining standard documentation, integration with mail services and telephony, communication in a corporate social network.

Go to the site Terrasoft.ru

RetailCRM - a system for online trading

Popularity is associated with the availability of all the tools necessary for the prompt processing of orders. The system is able to automatically receive them from various sources and distribute them among managers. A detailed client card containing a complete history of interactions and interests helps to build a personal marketing strategy.

There is a POS version of the program with a full-fledged database of goods, customers and documentation, which can be used by online services with their own offline store. The convenience of working with this CRM provides the ability to process orders directly from instant messengers. All of them are issued in the “one window” mode, and well-developed business analytics allows you to visually evaluate financial performance, advertising campaigns, and the work of managers.

Features of the RetailCRM system:

preparation of applications for the delivery service, automatic calculation of the cost of delivery, sending a message to the client with information about the location of the goods;
order picking, movement of goods between warehouses and points of sale;
invoicing, sending them by sms and email, storing payment receipts;
predicting customer behavior based on past interactions with him (RFM analysis).

Go to retailcrm.ru

Microsoft Dynamics CRM software package

The service offers solutions for a variety of business sectors - manufacturing, trade, healthcare, education, finance. It includes business applications such as:

Allows you to find an individual approach to each client thanks to the joint work of the back office, online store and retail network. Using the "Sales" section, you can automate trading processes, synchronize them with the calendar, and maintain a customer base.
Service provides intelligent workforce planning for optimal customer interaction.
finance and operations. With this application, you can optimize the management of finances, business development operations, control current income and expenses, and calculate profit.
Talent provides unique opportunities for staff development and motivation.
Marketing helps to organize an effective marketing campaign, including an individual approach to each client.

Microsoft Dynamics CRM exists in cloud and boxed versions. Its main feature is integration with other software products of this company. Tools for managing service, marketing and sales can be easily adjusted to the appropriate level of business processes.

Go to microsoft.com

Cloud service for trade management MySklad

The CRM system MySklad will be especially useful for those who own an online store or a warehouse of products that need to be updated regularly. Using the service, you can track the quantity of goods, assign discounts, update products in several stores at once, even if they are located in different parts of the city.

In the system, you can register sales, process orders, monitor the warehouse and finances, work with a large customer base, print documents and reports. CRM helps to track the list of buyers and the level of sales, arrange mailing lists for specific customers, and create statuses. The site is optimized for Android and iOS.

MySklad has a simple and intuitive interface. Interactive tips help the user quickly start working in the service and learn all its main functions in just a few minutes. The program has a very convenient menu and clear icons.

Key features:

the ability to connect cash registers and barcode scanners;
access to the system from smartphones and tablets running Android and iOS;
accessibility for any browser;
EGAIS support.

Go to moysklad.ru

Universal CRM-system Simple business

Users have access to a cloud version of the Simple Business system by subscription and a boxed version for installation on their own server. The cloud version with access for five employees is provided free of charge. The user has access to sales funnels, customer accounting, e-mail and sms mailings, IP telephony calls, faxing directly from the customer base.

The system is able to automatically generate templates for the necessary documents, and if the user adds a company logo, it will be placed on all forms. The customer base can be linked to the orders table, which allows for more efficient analysis of workflows. The program can work on any platform and even without an internet connection.

System Capabilities:

customer accounting - history of transactions, maintaining a customer base, reminders, sales funnel;
project management optimizes task scheduler, Gantt chart, calculator;
personnel management - control of working hours, work with remote employees, access rights, internal telephony;
document management - creating document templates, scanning, sending email and fax, electronic signature;
warehouse and accounting - warehouse management, electronic reporting;
built-in services - chat, mailings, video conferencing, IP-telephony.

Go to the site prostoy.ru

FreshOffice - a system for managing simple projects

FreshOffice is a cloud-based program designed to manage business affairs in one window mode. With its help, you can automate the maintenance of the client base, sales, transactions. The service has a built-in chat and mail integration, and a virtual PBX connection is also available.

The FreshOffice service combines a variety of customer acquisition channels, from registration on the site to integration with social networks. It provides the user with tools for document management, inventory control, marketing, finance, mailing lists, telephony, etc., but they can all be combined into one whole system.

Warehouse management is one of the most important features of the FreshOffice service. The software allows you to quickly find the right product in the warehouse and track its movement within the warehouse or between warehouses. A convenient online marketing module allows you to control the effectiveness of an advertising campaign and track the sources of traffic.

System advantages:

sales management, sales channel tracking;
business process monitoring;
integration with mail services and telephony;
internal management;
nice interface that can be easily customized to fit your needs.

Go to freshoffice.com

Pipedrive CRM

The Pipedrive cloud service provides tools to analyze deal information, create visualized reports, and monitor team and individual levels. The main focus is on sales control and ease of use of the system. All transactions can be tracked in a visual sales funnel that is easy to customize to the needs of the client. The funnel is presented in the form of mini-cards that can be dragged and dropped depending on the stage of the transaction.

System Features:

the ability to work using multiple funnels, the Kanban system;
profit forecast based on planned sales, calls and emails;

Effective business management depends on how competently specific tasks are solved. That is why it is worth figuring out which CRM system is better. There are really quite a few of them, so it is worth considering both the pros and cons.

Bitrix24

It is regularly included in the top CRM systems and rightly so. First, it is accessible to the majority. And not only in connection with the fact that it is free, but also in relation to development. Secondly, it is multifunctional, and its toolkit is constantly expanding.

Features and functions

Bitrix24 has really great opportunities. Thanks to her, you will be able to:

create projects and work on them in teams thanks to a convenient system for adding observers;
set tasks and monitor the implementation process;
develop plans and reports;
create documents;
establish a rapid exchange of information within the corporation.

Price

Bitrix-24 is free. Moreover, this is the only system in Russia with such functionality, which you can use freely. However, it has additional features, for which you will already need to pay extra from 5490 rubles per month.

Advantages

This system has a lot of advantages. She is:

convenient, even a beginner can master it;
multifunctional, suitable for a variety of tasks. If you wish, you can both make sales and upload corporate photos there and discuss plans for collective holidays;
accustoms employees to a single common space in which customers can be involved;
easy to integrate with other systems;
is able to recognize faces from cameras, which is very good for traffic control.

Flaws

Bitrix24 also has certain disadvantages. It:

a large number of possibilities, making it easy to get confused;
on weak laptops and PCs it can slow down;
integration with 1C is possible only in the paid version;
telephony is quite expensive.

amoCRM

Features and functions

When studying the functionality, it immediately becomes clear that the system is set up entirely for sales. In it you can:

create deals;
control them;
make reports;
enter information about the client;
call directly from the system.

It is quite possible to increase the basic functionality of amoCRM due to a competent approach to integration. In general, everything is quite simple.

Price

Available for 2 weeks for free as a demo. Then you will need to pay for each employee from 499 rubles. Please note that amoCRM has a very well developed pricing structure.

Advantages

The strengths of the system include:

ease of setup (since we are talking about a cloud system, you can install it yourself, no outside help is needed);
ease of use, much is intuitive;
ideal for sales.

Flaws

There were some downsides too:

sharpened directly for sales, other areas are practically not developed;
the technical support service is weak;
a limited number of report forms, while you can not add your own.

"Megaplan"

This option is often referred to as one of the best CRM systems for businesses. The developers position it as universal, that is, suitable for all companies. There is only one restriction: there should be no more than 500 employees.

Features and functions

The functionality of the system is quite rich:

setting goals;
creating plans;
sales control;
tracking what is happening on the charts;
sending notifications to clients.

Price

"Megaplan" is quite simple in terms of tariffs. As usual, an employee will have to pay 550 rubles. If you want to get advanced features - 750.

Advantages

The advantages of "Megaplan" include the following:

very simple and really friendly interface;
convenient reports;
well-thought-out billing system;
well-designed workspace.

Flaws

Not without cons:

integration with almost all popular services is paid;
technical support works poorly, ignores consumers.

SalesapCRM

One of those systems that invariably enter the top in Russia. Multifunctional, convenient, well suited for sales and for collecting all information about the client in one place.

Features and functions

The functionality is pretty well developed. The system can:

work with sales funnels;
save customer data and create your own database;
create deals;
manage orders;
work with the directory;
control the effectiveness of staff;
monitor support;
save and analyze the history of communication with the client;
create reports;
import data.

Price

This system is fairly affordable. There is a free version, as well as the ability to get certain service packages at a price of 300 rubles per month, 450 or 600. This affects the available options.

Advantages

Strengths include:

good functionality;
excellent opportunity to constantly monitor sales;
regular updates;
fairly affordable price;
good support job.

Flaws

Cons of the system:

with great functionality, it is far from immediately possible to figure it out;
sometimes errors come out;
integration is poorly developed in comparison with analogues.

bpm'online

Recently, more and more often this one gets into the reviews of CRM systems. It is quite specific, but provides customers with unique opportunities through a number of modules. If you set it up, it can become quite convenient.

Features and functions

First of all, the system is focused on sales. It can work with:

sales;
orders;
contacts;
counterparties;
LEADS.

Price

Among all systems is, by far, the most expensive. The software is available at a price of 13,235 rubles.

Advantages

Of the strengths of this option, it is worth noting:

the ability to customize the system in an optimal way;
a well-thought-out sales script that you can simply follow;
a large number of possibilities;
an extensive database that allows you to store a lot of information about the client;
the presence of a BPM system, which makes it possible to organize sales as business processes.

Flaws

There are also cons:

relatively high price;
it is problematic to configure yourself;
integration with services raises many questions;
there are claims to technical support;
too complicated interface.

Comparison of CRM systems

To understand how all of the listed options really differ from each other, I systematized the information. The table shows all 5 CRM systems:

System	Functions	Price
Bitrix24	A multifunctional system that works as a database and as a kind of social network	From 5490 rubles per month
amoCRM	Basically, the system is focused on sales. For this purpose it is very well sharpened.	From 499 rubles per employee
"Megaplan"	Setting various tasks, creating schedules, monitoring work with projects	From 550 rubles per employee
SalesapCRM	Sales funnels, customer base, integration with other services	From 300 rubles
bpm'online	Focused on sales as a business process. Have a BPM system	From 13 235 rubles

In Russia at the moment there is a very large number of CRM-systems. Therefore, the question of choosing the best is quite relevant. In fact, it is difficult to say which option will be ideal. Each has its own advantages and disadvantages. It all depends on exactly what you need. But there is definitely an opportunity to choose the optimal system.