“We’re just a small business with a tiny customer base, why should we pay for a customer relationship management (CRM) system when spreadsheets do the job just right? CRMs are just for enterprises.”
It’s easy to get stuck with this misconception. As a small business, investing in software solutions often gets neglected, considering their cost and necessity.
Sure, certain solutions are meant for large enterprises. But that’s not true for CRMs. Your small business needs one just as much as a large multinational corporation does. Let’s debunk these common myths to understand how CRM platforms add value to businesses of all sizes.
Myth #1: “We’re too small to need a CRM”
Is that really the case? Not at all. Fifty-one percent of SMBs are already using CRMs to drive their operations.
And why is that?
Well, some major benefits of a CRM software solution are that it centralizes and streamlines all your customer data and business processes. This is especially helpful for a small team that’s stretched to the limits with work.
With a CRM, you can track each conversation, reach out to leads at the right time, and build solid relationships with customers. Having access to updated data allows you to better personalize your conversations and minimize time-consuming tasks of searching and preparing for key insights when engaging with your customers and prospects.
Myth #2: “CRMs are too expensive”
As a small business owner, you know how judicious you have to be with your capital, and investing in a CRM might seem like a huge expense. However, several CRMs come with an affordable price tag and are tailor-made for SMBs.
Others offer tiered pricing models or freemium options so you can scale as your business grows. Act! CRM’s pricing, for example, starts at just $30/user/month.
But most importantly, CRMs drive greater ROI for your small business by improving efficiency and increasing customer retention. Charter Capital, a classic CRM success story, is still getting 75 percent of its previous sales volume with a team that’s one-fifth its previous size.
Myth #3: “It’s too complicated to set up”
Adopting any new software solution can be challenging. It comes with a learning curve and should also align with your existing IT infrastructure.
Fortunately, many modern CRMs come with near plug-and-play functionality. They are user-friendly, cloud-based and built for non-technical users. All you’d need for CRM implementation is a laptop or smartphone with internet.
In addition, these solutions offer smooth onboarding experiences with guided tours and templates to help users get started. A CRM like Act! even provides a dedicated onboarding specialist to make the learning curve smoother.
Myth #4: “It’s just a sales tool”
Sales teams might use CRMs regularly for maintaining customer communications. However, the scope of CRM solutions goes beyond that.
It serves as a single source of truth for multiple departments, including marketing and customer support teams. All teams will have access to customer and communication data, enabling them to work in a more unified manner.
A CRM also gives you full visibility into the customer lifecycle. It enables you to improve your interactions, personalize customer experiences, and elevate customer relationships.
In addition, with a solution like Act!, you also get marketing automation features like email marketing campaigns, an AI writing assistant, and automated lead scoring.
Myth #5: “Spreadsheets work just fine”
Several SMBs use spreadsheets to maintain customer information. Sure, they’re easy to use and effective as well.
But do they require more work? Yes.
Are they scalable? No.
And do you get advanced analytics? No.
Spreadsheets require manual updates, aren’t accessible everywhere, and lack automation features.
On the contrary, cloud-based CRMs are accessible on the go, even on smartphones. Additionally, all your interactions across multiple channels can be tracked on CRMs, giving you a holistic view of the entire customer account history. You also get advanced features like marketing automation and integrations with other tools in your tech stack, helping you automate workflows like data collection.
Lastly, as your business grows, spreadsheets become unsustainable. You need a more structured way of managing customer data, and CRMs help you achieve exactly that.
Case in point — Act! CRM helped consultant Jeryll Adler improve her contact management and build genuine customer relationships.
What small businesses actually gain from a CRM
Each department of a small business has something to gain from the adoption of CRMs. Here are some of the most critical advantages that can give your business an edge.
- Customer data is more structured and organized.
- Automated data collection and updates save time.
- Customer communication is smoother, timelier, and more personalized.
- Tiered pricing and features help you scale as your business grows.
- Integrations help with easy data sharing between multiple tools.
- Reporting and analytics help you see what’s working or not.
What to look for in a small business CRM
There are several considerations you should make when looking for a small business CRM. Here are some key ones that can help you make the right choice:
- Check its ease of use. Look for customer reviews on platforms like G2 and TrustPilot. If possible, opt for a free trial to get hands-on experience with the solution.
- The CRM should integrate with most, if not all, tools in your tech stack. Also, check if it offers integrations with other prominent platforms.
- Consider the CRM’s pricing plans and see if they can support your business growth as you scale.
- Look for features like marketing automation, landing page creation, smartphone apps, and real-time reporting.
- Check for customization options and any industry-specific features the CRM has to offer. Also, see if the CRM is custom-built for SMBs.
Get a CRM for your small business
It’s important to challenge the notion that CRMs are only meant for enterprises. They’re equally necessary for small businesses and pave the way toward business growth.
With centralized customer information, all teams will remain aligned — and be more productive thanks to automation. Even as a solopreneur, you’ll have more time for tasks that have a greater business impact.
With Act!, you get much more than a CRM. It serves as a complete relationship solution. From marketing automation features to lead gen forms and sales pipeline management, you get it all. Get our 14-day free trial to see Act! in action. No Downloads or credit cards required.
