Customer relationship management (CRM) software is vital to any company that utilizes digital marketing and communication. Besides the fact that it enables their sales team to get in touch with their leads and customers, it also allows them to manage all the feedback or complaints that they may receive from time to time.

There used to be a time when people only had their telephones and letters to help them give feedback about their experience with a company's product or service. Nowadays, everything is more accessible and convenient with modern communication channels. This is where crm comes in.

When deciding on the right crm software for your business, however, you will need to know the features that you need to look for. Here are the top features to keep in mind:

1. Easy to Use

The first feature of a great crm that you need to look for is how user-friendly the software is. You don't want to spend all your time trying to figure out how to use the software and end up making many mistakes.

Therefore, you need to test the software and figure out how easy or hard it is to use before you decide to invest in it. Go to the software's website and see what the experience of the other users is like. You can also try out the software yourself.

If the users are having a hard time using it, the chances are that your employees are going to have an even tougher time.

2. Ability to Integrate Other Programs and Tools

CRM software is not the only thing your business needs to manage its customers and leads effectively. You also need to have other tools that help you do this simply and effectively. Therefore, you need to keep an eye out for the software's ability to integrate with other commonly used and essential business programs, such as sales force automation, social media, and email marketing.

If it can, then you will have an easier time using it with these other programs and tools.

3. Back-Up and Security

Another very important feature of the CRM software that you need to look for is the one that helps protect all your data. If you don't want your data to be lost, you need to make sure that the software has the ability to back it up and secure it in case of any data loss or hacking.

Some of the security features you may need are:

Data encryption. Two-factor authentication. Risk assessment and management. Phishing protection.

4. Easy to Set Up

You also need to look for a crm customizations whose installation process is easy and hassle-free. It should require you to use only a few minutes or an hour to install and set it up.

It should not require a lot of technical knowledge or your employees' time to get up and running.

5. Revenue Tracking

Another feature that you need to look for in the CRM software is that it allows you to track your revenue correctly. You should be able to see how much money your company is making and how much it is spending every month.

If you can't keep track of your revenue, you will not be able to know if your business is going well or not.

6. Role Specificity

You need to look for CRM software that helps you deal with your customers in a specific way. If you are a digital marketing agency, for example, then you will need software that deals with lead management, contacts, and customers accordingly.

If you are going to be working with clients, then you need software that tracks the clients and bids.

7. Data Collection

This actually works in two ways. First, it must be able to gather data so that your company would determine the specifics of your target audience. The second feature must then analyze patterns, as it will help you pick the right course of action when interacting with them.

The thing about this feature is that it is not just recommended for larger companies. Small businesses can also benefit from it, as it will help them understand their customers better.

Data Collection

8. Customization

Most of the crm tool out there today is not one-size-fits-all. It is good to see that there are a lot of options to choose from, but this can also cause a lot of problems, especially if you and your employees are not tech-savvy enough to set it up correctly.

This is why you need to check whether the CRM software you have in mind is customizable. If it is, then you will be able to set it up and customize it to fit the needs of your business.

9. Moving Data

The great thing about crm software is that it gives you the ability to move data from one platform to another. This means that you will be able to easily transfer all your data from the previous software to this new one when an update happens or when you need to transfer offices or headquarters.

This will ensure that the date you have received from one location remains its count in another. This also means that the numbers received are recorded in real-time, so there will never be any discrepancy in the long run.

10. Ability to Hide Unwanted Features

Every piece of software out there has a lot of features. It's good if you will always be using them but confusing if you only need to utilize one or two from the list.

Thus, you need to pick a CRM software that lets you choose which features you want to use and which ones you don't.

11. Consistent Automation

Automation is a good thing because it makes your work easier and faster. You don't have to spend time manually logging in your data and other tasks. At the same time, it gets rid of human errors.

However, it would be usefull if you have a consistent sales automation tool.

12. Continuous Reporting and Metrics

One of the ways to learn how to improve your business is through reporting and metrics. This means that you should be able to see how your business is doing throughout the year and how you are performing with your sales, marketing, and other tasks.

crm platform is a great tool to help you do this, but you will also need to have a great reporting tool that goes with it. This is where the business intelligence software comes in.

features to look when purchasing a crm software

13. Forecasting through Data

When it comes to sales forecasting, it is much better to use the data that you have collected than to just guess or assume. You should then be able to get the data from your crm software and use it in this manner.

If your software does not have this ability, you will have to go back to the drawing board and look for an alternative.

14. Remote Access

Speaking of data, the data you receive from your customers or leads can be accessed from anywhere in the world, as long as you have internet access.

Your team can access it from home or on their way to work and can do it in real-time. It is also easier to send replies to your customers, especially those complaints that can no longer wait.

15. Easy Access to Support

The great thing about CRM software is that it is well-supported by the company that created it. You can always call them or send them an email if you are having a problem or issue with the software.

Everyone needs help with their work tools, and CRM is no different. The easier it is for you to get in touch with the support team, the better.

16. Flexibility

Whenever you get a new customer, you should be able to input their data into the CRM software in a matter of seconds. This will ensure that you put all of your efforts into maintaining and servicing the newest members of your company instead of having to look for the CRM software.

It will also give you the ability to change your CRM software whenever you want without having to worry about transferring all your data.

17. Lead Tracking

You should also look for CRM software that allows you to track your leads easily. This feature is very important because you need to know who signed up for your Email Newsletters or bought your products.

This will allow you to market to them again and again, and it also allows you to set up a better customer-service system.

18. Customer Segmentation

As much as you want to treat all your customers equally, the fact remains that not everyone is equal. You need to know who your top-paying customers are and cater to them first while you focus on acquiring more of them.

You should also be able to see who your top-bidding customers are in terms of social media, referrals, and other factors.


There is a lot of CRM software out there, but only a few of them are good. If you want to find the best one for your business, use the criteria mentioned above to help you determine the right one.

You should also keep in mind that the pointers above are not absolute. Depending on your specific needs, you may also want to consider adding in a few of your considerations to clear up your preferences.

If you are looking for the best cloud crm software in the market today, look no further than our amazing platform here at We offer you an all-in-one CRM software that will enable you to get in touch with your customers, gather and analyze their data, and further improve your leads in no time! Call us today for more information about our CRM software and its notable features.

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