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CUST105: Unit 5 Short Writing Exercise: Improving the Customer Service Experience

Prepare a 300-500 word document explaining your justification (as the manager) for purchasing CRM software for your mid-sized manufacturing company. Research and review CRM software and compare the top five programs based on cost, usage, support, customer communication tools, and user satisfaction.

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If I were the manager for purchasing CRM Software, these are my top 5:

Hubspot - Best for individual users, small teams, and startups, and best free version of CRM software.

Price starts at $40 per user per month.

Pros:

Best customer support and service for your money (chat and e-mail)

Webforms, e-mail templates, and landing pages are available for free

Unlimited users and data allocation

Easy to use

Highly customizable

Cons:

Does not offer free customer support

Workflow automation tools are not part of the free plan.

Analytics and reporting are lacking.

Every plan except the Starter plan requires a one-year commitment that you can’t back out of for any reason.

The templates are difficult to modify.

Pipedrive - Best for mobile apps and startups and recommended for pipeline management.

Price starts at $12.50 per user per month

Pros:

Delivers excellent customer service 24/7 (chat and e-mail)

Full of apps and integrations

Quality reporting features

Communication tracking is top-notch

Easy to use

Intuitive UI (User Interface) design

Awesome Contact Timeline View

Cons:

Limited flexibility in terms of tools and features

Lacks advanced features that might become necessary as your business grows

Streak - This software is best for small teams and startups, and it is recommended for companies looking for free software.

Price starts at $49 per user per month

Pros:

You can log in and manage deals from Gmail.

It is easy to set up and use.

You can communicate with customers through Gmail.

Cons:

The support team is not reliable enough.

Task management does not allow for recurring tasks.

The possibility rate of the spammed domain and unworking sync is high.

It has loading issues.

Apptivo - Best for individual users, small teams, and startups, and it is recommended for workflow automation.

Price starts at $8 per user per month

Pros:

Great customer support

Easy to use

Includes supply chain tracking and human resources (HR) solutions

Helpful in keeping contacts up to date and relevant.

Good for streamlining project management on projects over a long life cycle

Cons:

Mobile apps not available in the free plan

Free plan seats one user only

Lead capture tool only available in paid plans

Consistency and integration between apps is not always optimal

Insightly - Good for SMBs and large enterprises and recommended for fast onboarding

Price starts at $29 per user per month

Pros:

Excellent Support team

Great lead routing and information tracking

Lifetime free plan for up to two users

They offer integration with your existing pipeline

You can visualize and understand the data easily with its Custom dashboard

Uploads contacts from excel/CSV files quickly

Cons:

The free version has very limited storage

E-mail functionality is limited (e-mailing to groups, and e-mails allow for HTML only)

Clicking on a project link to an e-mail opens a screen for you to choose which Google account you are using, and then it opens a new browser tab for that project.

You need to study the system a bit before you know how to use it.

The design could be a little more appealing.

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UNIT V.pdf (320.9 KB)

UNIT V.pdf (320.9 KB)

If I were the manager for purchasing CRM Software, these are my top 5:

Hubspot - Best for individual users, small teams, and startups, and best free version of CRM software.

Price starts at $40 per user per month.

Pros:

Best customer support and service for your money (chat and e-mail)

Webforms, e-mail templates, and landing pages are available for free

Unlimited users and data allocation

Easy to use

Highly customizable

Cons:

Does not offer free customer support

Workflow automation tools are not part of the free plan.

Analytics and reporting are lacking.

Every plan except the Starter plan requires a one-year commitment that you can’t back out of for any reason.

If I were the manager for purchasing CRM Software, these are my top 5:

Hubspot - Best for individual users, small teams, and startups, and best free version of CRM software.

Price starts at $40 per user per month.

Pros:

Best customer support and service for your money (chat and e-mail)

Webforms, e-mail templates, and landing pages are available for free

Unlimited users and data allocation

Easy to use

Highly customizable

Cons:

Does not offer free customer support

Workflow automation tools are not part of the free plan.

Analytics and reporting are lacking.

Every plan except the Starter plan requires a one-year commitment that you can’t back out of for any reason.

The templates are difficult to modify.

Pipedrive - Best for mobile apps and startups and recommended for pipeline management.

Price starts at $12.50 per user per month

Pros:

Delivers excellent customer service 24/7 (chat and e-mail)

Full of apps and integrations

Quality reporting features

Communication tracking is top-notch

Easy to use

Intuitive UI (User Interface) design

Awesome Contact Timeline View

Cons:

Limited flexibility in terms of tools and features

Lacks advanced features that might become necessary as your business grows

Streak - This software is best for small teams and startups, and it is recommended for companies looking for free software.

Price starts at $49 per user per month

Pros:

You can log in and manage deals from Gmail.

It is easy to set up and use.

You can communicate with customers through Gmail.

Cons:

The support team is not reliable enough.

Task management does not allow for recurring tasks.

The possibility rate of the spammed domain and unworking sync is high.

It has loading issues.

Apptivo - Best for individual users, small teams, and startups, and it is recommended for workflow automation.

First way to improve , any services is first be friendly and kind , even when approach harshly , learning to hold your professional standard , and always listen hear them out , thank about it , give them a kind softly service , I treat everyone the way I want to be treated , the employers that works with me I listen to their ideas , think about it , I make them feel like they are a special person

I would like to choose one of this CRM software for a mid-size manufacturing company. They are;

  • Stratchpat
  • Freshworks
  • Hubspot
  • Salesforce
  • Zoho

Comparison

Strachpat

Cost - Free

Usage
Small-Business (29.6%)

Medium Business (58.3%)

Enterprise (12.1%)

Tools
Email Marketing, Camping Marketing, Lead Management, Marketing ROI Analysis

User Satisfaction
Rating (5 out of 5)

Freshworks

Cost
Sprout ($0per user per month)

Growth ($29per user per month)

Pro ($69per user per month)

Enterprise ($125per user per month)

Usage
Small-Business (69.6%)

Medium Business (25%)

Enterprise (5.4%)

Tools
Email Marketing, Camping Marketing, Lead Management, Marketing ROI Analysis

User Satisfaction
Rating (4.6 out of 5)

Hubspot

Cost
Free HubSpot CRM ($0)

Sales Hub Starter ($50/month includes 2 paid users)

Sales Hub Professional ($500/month Includes 5 paid users)

Sales Hub Enterprise ($1200/month includes 10 paid users

Usage
Small-Business (64.9%)

Medium Business (31%)

Enterprise (4.2%)

Tools
Email Marketing, Camping Marketing, Lead Management, Marketing ROI Analysis

User Satisfaction
Rating (4.3 out of 5)

Salesforce

Cost
Sales Essentials Edition ($25/user/month)

Professional Edition ($75/user/month)

Enterprise Edition ($150/user/month)

Unlimited Edition ($300/user/month)

Usage
Small-Business (24.6%)

Medium Business (45.7%)

Enterprise (29.7%)

Tools
Email Marketing, Camping Marketing, Marketing ROI Analysis

User Satisfaction
Rating (4.2 out of 5)

Zoho

Cost
Free Edition ($0Forever free up to 3 users)

Standard ($14Per month/per user)

Professional ($23Per month/per user)

Enterprise ($40Per month/per user)

Ultimate ($52Per month/per user)

Usage
Small-Business (66.5%)

Medium Business (26.7%)

Enterprise (6.7%)

Tools
Email Marketing, Camping Marketing, Lead Management, Marketing ROI Analysis

User Satisfaction
Rating (4.0% out of 5)

Our small company is still on it’s starting point. Among the CRM softwares I’ve browsed, I’d still go for Pipedrive. It is best for mobile apps and startups, and the price starts for only $12.50 per month. It offers excellent customer service 24/7 and a lot of features. There may be limited flexibility in terms of tools and features, it’s till great considering the affordable price. Our company can still go for another since this Pipedrive is not that expensive. We can upgrade for some.

Top five CRM software purchasing :-

  1. Insightly - Good for SMBs and large enterprises and recommended for fast on boarding, excellent support team,great lead routing and information tracking, lifetime free plan for up to two users. They offer integration with your existing pipeline, you can visualise and understand the data easily with its custom dashboard. Upload contacts from excel/CBS files quickly
  2. Apptivo - Best for individual users, small teams and start ups and it is recommended for work flow automation. Great customer support, easy to use, includes supply chain tracking and human resources soltu6. Helpful in keeping contacts up to date and relevant. Good for streamlining project management and projects over a long life cycle.
  3. Streak - This software is the best for small teams and start ups and it is recommended for companies looking for free software. You can logon and manage deals from gmail. It is easy to aet up and use, you can communicate with customers through gmail.
  4. Pipedrive - Best for mobile apps and start ups and recommended for pipeline management delivers excellent customer service 24/7. Full of apps and integration,quality reporting features, communication tracking is top notch, easy to use, intuitive user interface design, awesome contact timeline view.
  5. Hubspot - Best for individual users, small teams and start up. Also a free version of CRM software, it is best for customer support and service for your money. Web forms, email templates and landing pages are available for free. Unlimited users and data alloca, waste time use and highly customizable.

Zoho/Zendesk: used by many established companies, provides many communication tools asynchronous and synchronous, great reviews

HubSpot: best for mid-sized companies/start-ups, very effective and cheap.

Pipdrive: Great for start-up companies, 24/7 customer service, starting at $12.50 per user for a monthly plan.

Salesforce: more expensive but reliable and effective. Great ratings

Copper: great for start-ups, but doesn’t offer around the clock assistance or marketing automation

As a manager, I will invest in CRM software to better serve the customer. I will check on
*PIPEDRIVE and have it a test, since they have free trial and based on the feedbacks from the customers it has 9.8 rating which is interesting. It is $12.50 per person/month which is good. It is user friendly. It has sales force automation features and marketing automation features .
Monday CRM - 9.4 customer rating, have 14 days free trial. it has automatic schedule notification and can be access through mobile phones. pricing depends on the plan that you are going to choose from $0 to $22 a month.
FRESHSALES - 9.1 customer rating and have free trial. It is powered by AI and recommended by the experts in the industry. Price varies from $15 to 69 per user per month. The interface is simple which means it is user friendly.
INFOFLO - CM for outlook, can track all your customers email, calls, sms and history. 8.4 rating and have free trial. $30 per user per month to $99 per user per month which is quite expensive.
SHARPSPRING - it has a low rating of 7.8. It has complete sales and marketing platform and like campaign tracking, which you could optimize your sales and marketing funnels. Pricing it depends on your business type which for small business starts with $300.

If I happened to be a manager for a CRM software I believe these options would be in my top 5: Streak, Pipedrive, Hubspot, Apptivo, and Zoho. Streak is actually best for small teams and other startups this is usually represented by a company looking for free software. Pros: it is usually fairly easy to set up and use and Cons: would be the support system of this particular software would be not reliable and it also has loading issues. Pipedrive is mostly used for mobile devices or mobile apps and they typically try to recommend pipeline management. Pros: would be no matter what they have great customer service 24/7 rather it be email or chat. Cons: it sometimes lacks certain things needed in order for your business to grow tremendously. Hubspot is used for small teams and typically the best versions of CRM software. Pros: would be you are not wasting your money because you always get the best customer support and or service. Cons: would be that at times templates are very difficult to modify and or change If needed.Apptivo is best usually for individual users that are recommending work flow automation.Pros: would be that it is helpful with keeping contacts up to date in the best way possible. Cons: would be having trouble loading. Zoho is usually used by lots of established companies for communication tools. Pros: would be that it has great reviews as far as I know. Cons: would be that you need a clear understanding of your needs to identity in which ZOHO modules will meet them.