Customers make your business go. Whether the customers are external buyers of your products or services or internal users, CRM applications improve the customer experience and make your business run smoothly. CRM applications track service calls and results, IT requests, help desk queries, and tie them all together to increase sales and customer satisfaction.

The market for CRM software encompasses all sizes of business, from small to large. Most Mid Market CRM software provides all the functionality you'll need. Many mid market software providers provide cost effective functionality by modularizing their products. You save money by purchasing the functionality you need. You control your costs by buying licenses for the just those seats using the software.

Web CRM software is an excellent choice for businesses with multiple locations or companies where sales people or customers need to access the system from across the country or anywhere in the world there is Internet access. Sales staff access web based CRM via cellular telephones.

When looking for CRM in the mid-market consider the following:

1. CRM mid market functionality;

2. Web based CRM software versus a mid market software standalone application;

3. Installation and implementation of your CRM software.

Action Steps
The best contacts and resources to help you get it done

Examine CRM applications' functionality

Decide what applications you plan to use. CRM mid market software solutions address many business needs. Examples include customer service, sales, lead tracking, IT request, call centers, and help desk, just to name a few.

I recommend: RightNow Technologies is an award winning provider of CRM in the mid-market. A full suite of applications gives you many ideas of how CRM will help your business.

Consider integration with your current mid market software system

You must consider how your CRM software will integrate with your current systems. Prior planning and study prevents many potential pitfalls in adding CRM to your business processes.

I recommend: Most organizations use Microsoft Office products as well as other Microsoft solutions. Microsoft Dynamics is a complete CRM solution that fully integrates with the Office and the Microsoft family of products.

Compare CRM software choices

There are many business CRM software providers. Take time to visit provider websites. Take advantage of the demos and free trials. The time you spend in advance researching your options saves you time later when installing and implementing your CRM software.

I recommend: Business-Software provides CRM solutions' ranking comparison. There are rankings of the top CRM software solutions in a variety of categories.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Plan, Plan, Plan. Plan. CRM software provides so many potential improvements it is overwhelming. Decide on a road map and try to stick to it.
• •  Get a commitment from the top. CRM applications installation will cause a company to examine many of its processes. Without a top down commitment, many opportunities for improvement will be lost.
• •  Name a project leader and give them the authority to get the job done. Someone must have responsibility and the power to make tough decisions.