10 effective & free CRM software for customer management

Besides, CRM also helps businesses optimize sales processes and increase order closing rates. By automating repetitive tasks like sending marketing emails and tracking order progress, CRM helps salespeople focus on activities that bring higher value. At the same time, customer data is analyzed in detail, helping businesses come up with effective marketing strategies, increasing sales and profits.

6 Functions of CRM customer management software

Manage potential customers

CRM management software helps businesses build a centralized data warehouse about potential customers. Each customer will have a detailed profile containing contact information, interaction history, interests and needs. From there, businesses can classify customers into different groups to deploy appropriate marketing campaigns. For example, an online sales company can classify potential customers by age, gender, and interests to send personalized marketing emails, increasing conversions.

Customer care & customer service

CRM helps businesses improve customer service quality by providing an overview of historical interactions with each customer. Customer support staff can easily access information about previously resolved issues, saving time and increasing customer satisfaction. For example, an airline uses CRM to manage customer ticket change and refund requests. When a customer contacts again, support staff can quickly find information about the previous request and continue to assist the customer effectively.

Interaction between employees and departments

CRM creates a common platform for departments within a business to share information about customers. Thanks to that, sales, marketing, and customer service staff can work closely together, ensuring information is continuously updated and customers receive the best service. For example, sales can update information about new business opportunities into CRM, so marketing can deploy support campaigns.

Marketing Automation 

CRM allows businesses to automate marketing activities, saving time and human resources. Tasks such as sending marketing emails, creating landing pages, and customer segmentation can be performed automatically based on pre-set rules and conditions. For example, a fashion store can automatically send happy birthday emails to customers, or send special promotions to customers who haven't shopped in a while.

Sales forecast (revenue, sales, profit)

By analyzing data collected from CRM, businesses can accurately forecast sales, revenue, and profits. This helps businesses plan their business more effectively and make the right investment decisions. For example, a company that produces home appliances can forecast demand for summer products based on sales data from previous years, and then plan production accordingly.

Analyze data based on reports

CRM provides detailed reports on many aspects of business operations, helping businesses better understand customer behavior and the effectiveness of marketing and sales campaigns. From there, businesses can make decisions to adjust business strategies in a timely manner. For example, a real estate company can use CRM to analyze the most effective marketing channels, thereby focusing investments on channels that bring in the most leads.

Classification of customer management software

On-premise CRM software (full package)

This type of software is installed and operated directly on the business's internal computer system. Businesses will pay an initial package fee to own and manage the entire system. Therefore, businesses will have complete control over data. This software often requires businesses to have an IT team to maintain and update.

Cloud-based CRM system (On Cloud)

This type of CRM software is hosted and managed on a cloud platform. Businesses do not need to invest in hardware and software infrastructure but only need to pay a subscription fee. Cloud CRM software offers great flexibility, allowing access from anywhere and easily scaling according to business needs.

Customer management software according to industry and field characteristics

 Different industries have their own requirements for customer management. Therefore, many CRM software are specifically designed to meet the needs of each industry. For example, CRM software restaurant manager helps control customer information, reserve tables, order dishes and track transaction history. For spas, CRM software supports managing appointment schedules, services, customer information and promotions for regular customers. In the hospitality sector, CRM software helps booking management, customer information, customer loyalty programs and feedback from customers to improve service quality. In addition, CRM software can also be adapted to other industries such as retail, healthcare, education, etc.

Comprehensive CRM software solution

This is a solution that integrates all the functions of a CRM system from customer management, customer care, marketing automation to data analysis and sales forecasting. Comprehensive CRM solution helps businesses manage the entire customer interaction process from A to Z, thereby optimizing business operations and enhancing customer experience. 

10 most effective and easy-to-use customer care software today

Sales CRM software - Zoho CRM

In the list of trusted customer care management software, the name ZOHO CRM cannot be missing. This is an effective customer information management solution, helping to solve basic problems in managing and building customer relationships. With a simple user interface, customizable modules, automation functionality, and social media integration, Zoho CRM can meet the needs of small-scale business usage.

Advantage:

• Provides a free version for 3 users.
• User-friendly interface, easy to use.
• The paid version offers a free 15-day trial.

Defect:

• Does not support Vietnamese language, causing difficulties for Vietnamese users.

Getfly CRM customer care management software

GetFly is one of the leading customer management software for small and medium businesses. Although it has just appeared on the market, GetFly has quickly asserted its position with all the necessary features. This software provides a comprehensive and professional solution for customer management and care, helping to save time, optimize resources and achieve breakthrough revenue growth. 

Advantage:

• Manage detailed customer information  
• Supports sending email marketing and SMS automatically  
• Detailed customer statistics report  
• Business owners can manage on just one smartphone  

Defect:

• The interface is not user-friendly  

Customer care management software - 1Office CRM

1Office CRM software provides smart features to help business owners manage customer relationships and many other business operations. Specifically, 1Office CRM supports marketing campaign management, customer relations, sales, purchasing, warehouse, revenue and expenditure, and integrates utilities such as call synchronization and process automation. The software also manages supplier information, inventory status, warehouse import and export, and tracks business income and expenditure. With comprehensive features, 1Office CRM is suitable for businesses from small to large, and even multi-industry businesses.

Advantage:

• Strictly manage and store customer information 
• Support performing customer care activities right on the software  
• Integrated call synchronization feature, helping to save call history and customer interactions.

Defect:

• The software calculates costs accurately for each user and each function  

Customer management software - Salesforce CRM

Salesforce CRM software is a comprehensive customer relationship management software with diverse features in the fields of marketing, sales, commerce, and customer care. The software provides features such as email marketing, mobile marketing, and social media advertising. Besides, Salesforce CRM also supports collecting and tracking customer information, finding and nurturing customer relationships.

Customer management software - AMIS CRM

Misa brings AMIS CRM solution to help with smart customer management and effective sales. Businesses can automate every process from reaching potential customers to closing orders, increasing sales speed and increasing revenue. With comprehensive customer management capabilities, AMIS CRM helps businesses have a 360-degree view of customers to build better relationships. Besides, the software also provides immediate charts and analysis reports, supporting leaders in making quick and effective decisions in business management.

Customer relationship management software - HubSpot CRM

HubSpot is one of the world's leading CRM software providers, headquartered in the US, featuring a comprehensive range of customer relationship management features. HubSpot CRM not only supports Marketing, sales and customer care but also integrates the CMS content building toolkit. Outstanding features of the software include recording detailed information about customers, storing sales staff activities such as calls, emails, and notes over time.

Customer care software - Bizfly CRM

Bizfly CRM customer relationship management software supports multi-functional customer management and care for businesses. With the ability to handle sales work, store and secure customer data, and the ability to automatically divide and track employee work, Bizfly CRM creates favorable conditions for the development and success of your business. a sales campaign.

Purchasing management software - Insightly CRM

Advantage:

• The user interface and experience are designed to be friendly, easy to learn and use.
• The free 14-day trial helps users experience many features before deciding to buy the paid version.
• For small businesses or individuals, a free version is available for 2 people, helping to save costs.

Defect:

• May not fully meet the needs of medium and large businesses due to lack of diverse features.
• The software does not have Vietnamese language support, which can create difficulties for Vietnamese users, especially in understanding and entering and using data.
  

Distinguish the difference between CRM and ERP software

CRM software and ERP software are both important to business, but they serve different purposes. 

Which departments need to use CRM software?

Sales Department

Sales teams use CRM to manage detailed information about potential and current customers, helping to track stages of the sales process from onboarding to closing. Thanks to CRM, the Sales department can automate sales tasks such as sending emails, scheduling calls and tracking transaction progress, helping to reduce errors and save time. In addition, CRM provides sales forecasting tools, helping Sales plan sales more accurately and optimize business strategies.

Marketing Department

CRM is an indispensable tool for managing and tracking marketing campaigns. Marketing departments can use CRM to analyze the effectiveness of campaigns, thereby adjusting and optimizing marketing strategies. CRM also helps create and manage automated email marketing campaigns, personalizing messages sent to specific customer groups. Through CRM, this department can track customer behavior and interactions, thereby understanding needs and preferences to help increase marketing efficiency and improve conversion rates.

Human resources department

The enterprise's human resources department uses the CRM system to track job candidates, instead of using other software for each recruitment process. At the same time, they will take notes and collect data to track the work results and productivity of employees in the sales and marketing departments.  

Customer care department

CRM helps the customer service department manage and track all support requests from customers, from receipt to resolution. Thanks to CRM, this department can record and resolve customer complaints quickly and effectively, while maintaining long-term relationships with customers by storing a history of customer interactions and issues. Surname.  

Other related departments

CRM software is also useful for departments such as Finance, IT, and Product/Service Management. Finance departments can use CRM to manage and track financial transactions related to customers, helping to ensure transparency and accuracy in financial activities. The IT department supports deploying, maintaining and updating the CRM system, ensuring the system operates stably and safely. Product/Service Management can collect feedback from customers through CRM, thereby improving products/services to better meet customer needs and desires.

Criteria for choosing appropriate customer care management software

How to choose the right customer management software? Below are some criteria to help you choose the right CRM customer care management software for your business:

• Simple, user-friendly interface: Ensure the software has a streamlined interface, providing an excellent and easy-to-understand user experience.
• Flexibility: Choose CRM software that can be customized to your business's unique processes and needs, from adding modules, creating custom processes, to automating repetitive tasks through workflow. workflow.
• Scalable: If your business plans to grow in the near future, choose a CRM that supports custom modules and processes, flexible integration with third-party applications.
• Mobility: Customer management software needs to provide the ability to access data from anywhere, especially important if sales teams operate in sales locations. This helps them close deals effectively and update information immediately.
• Security: Customer relationship management software needs to have a secure data storage center and standard security measures to ensure security to protect customer data.
• Data backup feature: The process of migrating data from existing Excel or CRM to the new CRM needs to be quick and easy to do so the business can operate efficiently from the start.

In addition to the above criteria, to own good and suitable CRM software, businesses should also consider setting out the features needed in the software. Specifically, a quality customer management software should have:

Centralized customer data management

The software should have the ability to collect customer data from many different sources such as websites, zalo, social networks, emails, events, external transactions, etc. The process of synthesizing and managing data sources needs to be automated. to ensure consistency and ease of processing customer data. In addition, the software needs to support easy customer classification, making the most of data sources to come up with appropriate and effective remarketing, upselling, and cross-selling strategies for each segment.

Optimize customer care service

The software needs to provide businesses with a centralized information storage and exchange platform combined with features to track and manage the entire customer experience journey. Thereby, automating customer care service to bring the best service experience.

Manage processes and sales teams effectively

The features of automatically reminding appointments and creating customer care email templates help the sales team easily schedule regular customer care, ensuring timely follow-up and reminders, helping businesses not miss a customer. Or what work needs to be done? Therefore, when choosing CRM software, businesses should consider this feature.

Automated lead generation

The software should have seamless multi-channel integration, allowing businesses to interact with customers through many different touchpoints such as email, live chat on the website, registration forms... Besides, the software should The software must also support automatically generating leads from different sources, automatically calculating potential scores, indicating the ability to successfully convert leads into sales opportunities.

Report customer information in real time

Besides professional features, customer management software also needs to have the ability to create and update reports in real time. This will help administrators more easily grasp the management situation, care for and build relationships with customers.