Rating of popular CRM systems

If an entrepreneur has not organized the maintenance of a customer base, the probability of repeat sales decreases. And here we can only hope that customers will return on their own initiative. Maintaining a customer base in a notebook or Excel is already better, but why use outdated tools? Your business will work better if you systematize and digitize customer relationships in a special service - CRM. Below we will tell you in more detail about popular CRM systems, their capabilities, advantages and disadvantages.

CRM system functionality

This software is usually implemented as an online platform or program (boxed version). It keeps track of all stages of customer interaction with the business. The history is recorded from the moment of the first application to the last step taken by the user: ordered a product and does not yet need a new purchase, thinks about the manager's proposal, refused to use the product, etc.

Using a CRM system will allow the company to organize systematic management of the customer base. This will become the foundation for a better understanding of the target audience. With proper management and use of CRM, you can automate many business processes, increase sales and improve the quality of service.

CRM will help you:

1. Maintain a detailed database of customers and business partners.
2. Automate many business processes.
3. Save the history of transactions.
4. Set tasks for employees, appoint those responsible for their implementation, track personal efficiency.
5. Ensure correct document flow.
6. Systematize information on the number of sales and financial flows.
7. Regulate the tariff policy.
8. Receive automatically generated reports on completed tasks.
9. Improve the quality and efficiency of employees' work by simplifying routine operations: preparation of standard documents, e-mails, etc.
10. Track which marketing tools are working better than others.

Main types of CRM systems

Modern software solutions in the field of customer accounting are universal, suitable for all niches, as well as industry-specific. The latter are confined to specific areas of business.

The most popular CRMs are divided into 2 types: boxed and cloud-based. Based on the information below, decide on the option that suits you, so that you are already prepared to move on to comparing software.

Features of the boxed version of CRM:

1. You need to install a single source of access on your server.
2. The ability to refine the functionality for yourself (you can't call this a simple event, but with the help of developers you can solve the problem).
3. Additional costs for the services of a programmer and a server are required.
4. It costs an average of $ 1,000.

Boxed CRM is suitable for cases when the system is implemented in all departments of the company. It should be used in situations when you need to develop software with a unique interface, tailored to a specific business.

Features of the cloud version of CRM:

1. The optimal choice for a small company.
2. It is installed on the developer's server.
3. You get access via a special link.
4. Payment for use is made in the form of a subscription fee - monthly or one-time, paying immediately for a year or for a longer period.
5. It is cheaper.
6. It is difficult to modify the system for yourself.

Rating of the best CRM systems in Russian

CRM systems compete in terms of interface features, price, functionality, and unique features. Some attract the attention of the mass audience with their simplicity and versatility, while others specialize in helping businesses in certain niches.

Below are the TOP CRM systems with the ability to work in Russian. Compare 10 popular software solutions and choose the right option for system management of your business. Let's consider the best Russian-language CRM systems, taking into account their features, functionality, the availability of a free version, as well as advantages and disadvantages.

Decide which CRM to choose based on your company's needs. Determine the tasks you think the software should solve, and find a leader in this industry.

Stages of choosing a CRM system

1. Bitrix24Not the most convenient CRM, but definitely one of the most popular in the Russian-speaking world. In terms of popularity, Bitrix24 surpasses almost all known services with similar goals. A unique commercial advantage of this software product is the possibility of free use in companies with up to 12 employees. In fact, more employees can be involved in the business, but no more than twelve can be registered in the system for free.
Using Bitrix24, you will have access to a special online platform that has wide opportunities for organizing work activities. The product is a kind of corporate portal, which contains detailed information about customers and employees. You can even call this CRM a social network, access to which is open only to managers and employees of the enterprise.
Bitrix24 is universal. It is suitable for startups, small businesses, and even large enterprises.
With Bitrix24 you can:
- Organize project management: setting tasks, preparing documentation and reports.- Carry out strategic planning.- Optimize communication between departments.- Automate business processes.- Maintain a client base.- Analyze indicators: graphs, personal effectiveness of individual employees, sales peaks.
Store data in the cloud.
- Control the stage the project is at.- Track sales department performance, view order statuses and payments made for them.- Keep warehouse records.- Plan: time management, task setting and control.- Track communication history within teams using an email tracker.- Conduct financial management and document management.- Integrate data with the website, social networks, and various software, including 1C.- Mobile applications are provided. Android and iOS users will be able to install them on their gadgets.
Mobile applications are provided. Android and iOS users will be able to install them on their gadgets.
Pros of Bitrix24:
1. free version;2. mobile application;3. an entire corporate social network;4. HD video calls.
Cons of Bitrix24:
1. relatively complex interface;2. Many unnecessary sections for startup companies.
2. AmoCRMThis software solution will help you organize the efficient work of your business. The main advantage of the system is an intuitive interface. Public entrepreneur Mykhailo Tokovinin and his team paid special attention to this component during the development of AmoCRM.
Another significant advantage of this software solution is the possibility of individual modifications. It is up to you to use the basic version of the software or to fine-tune it with the help of programmers. The main thing is that at any moment you can improve the functionality of the program, taking into account the specifics of your business.
The possibilities that AmoCRM will open up for you:
- Systematization of the client base with constant updating.- Storing information about counterparties, customers, partners and agreements in one cloud storage.- Setting tasks and monitoring their implementation.- Project management.- Full integration with postal services and automatic telephone exchanges.- Tools for indicator analytics: charts, the ability to forecast sales, etc.
AmoCRM is a cloud CRM system that can be integrated with almost any well-known service for online business. It is quite expensive, but pleases with a nice design and responsive technical support. The functionality is more focused on the systematization of online sales, and much less attention is paid to other business processes. There is no boxed version of this software.
Pros:
1. 14-day trial period;2. simple and convenient interface;3. the ability to customize the software;4. mobile application.
Cons:
1. limited functionality and focus on typical sales;2. relatively high cost;3. not particularly suitable for companies with non-standard business processes.
3. MegaplanWith the corporate cloud/boxed system Megaplan, you can optimize your work with customers in small or medium-sized businesses. It simplifies project management, the process of assigning tasks to employees, and monitoring the effectiveness of each stage of the sales funnel.
The Megaplan CRM system is one of the leaders in our rating due to its extremely simple and intuitive interface. It can be customized to further enhance the convenience of daily use. The extensive functionality of this cloud software allows you to establish effective management of processes related to the sale of goods or services, and monitor the productivity of employees of the enterprise.
What tasks will Megaplan help you solve?
- Take control of all stages of selling goods/services: build a pipeline, monitor the effectiveness of individual sales channels.- Generate analytical reports.- Maintain client records, saving the entire history of interaction.- Establish internal team management: setting tasks, analyzing employee productivity, and monitoring work performance.- Integrate data with services: mail, 1C, telephony.
The Megaplan product is a CRM system that can be used both in the cloud and in the boxed version. You can work in it through mobile applications based on iOS and Android. Due to its wide range of tools, it is perfectly suitable for systematizing companies with a size of 15-20 people.
Pros:
1. the ability to customize the interface to suit your needs;2. mobile application;3. boxed and cloud versions;4. can be used for free.
Cons:
1. not the most modern design among competitors;2. poor technical support;3. is not relevant for warehouse accounting;4. limited opportunities for working with finances.
4. Microsoft Dynamics CRMThis product is a comprehensive solution for medium and large enterprises. Microsoft Dynamics is a software package aimed at comprehensive systematization of brands and business projects. It will help you organize the work of the company in 5 key areas: marketing, human resources management, finance, user support and sales. One of the best solutions for businesses in the service sector.
Microsoft Dynamics is a development that is universally suitable for systematizing various commercial projects. It is suitable for products in financial, trade, manufacturing, education, and many other niches.
Like most other software from Microsoft, this CRM system is not easy to use. You will have to get used to its features over a long period of time. However, due to its wide functionality, you can independently build a structure of business processes and use the technical solutions proposed by the developers.
Microsoft Dynamics capabilities in 5 business areas:
- Marketing: a toolkit for organizing profitable marketing based on the principle of personalized work with each client.- Service: simplification of communication with customers due to the ability to communicate via various communication channels in one place, built-in system for planning customer service activities.
- Sales: the ability to individually approach interaction with each individual buyer, automation of sales processes, combination and systematization of the work of the back office, retail department and online store.
- Personnel management: a set of tools for motivating and developing personnel, as well as the fastest adaptation of newcomers to the company through built-in automated training systems.
- Finance: optimization of financial management and operations aimed at business development.
Microsoft Dynamics will help your employees automate sending commercial offers, processing new orders, and other integral business processes.
Pros:
1. the possibility of personalized work with clients;2. tools for comprehensive systematization and automation of business;3. wide functionality;4. The system is trusted by large companies: Coca-Cola, HP, Tesla, etc.
Cons:
1. lack of a free version;2. not very suitable for businesses with up to 10 employees.
5. Sales CreationAnother important player among the most famous CRM systems is the cloud-based product Sales Creatio. Its popularity in the market is due to the ability to manage the full sales cycle. The functionality helps to analyze customer needs based on available information. You can also use additional tools to conclude a deal, monitor payment, and fulfill orders.
What else can Sales Creatio's functionality be valuable to you:
- Maintaining a database of customers and contractors - implemented as a common list, but it is possible to segment dynamic groups.- Automatic saving of communication with clients and contractors.- Ability to integrate with telephony and email.- Manages document flow.- Work with key business processes - setting, monitoring and controlling the implementation of tasks in all business areas of the company.- Time management and other analytics for employees and even entire departments.- Tracking metrics for leads, sales, and customer journeys within each project.- Control of orders and invoices - the ability to group them by implementation stages, financial components, and product groups.
You may have heard of BPMonline before. This is the previous name of the product. In the new version, you can comprehensively manage your system business. Control the processes related to customer engagement, manage projects, arm yourself with technical assistance in drawing up contracts - a full set of necessary tools.
Pros:
1. 14-day free access;2. corporate social network;3. comprehensive solution;4. convenient modern interface;5. ready-made solutions for 24 niches - production, service sectors, online stores.
Cons:
1. wide possibilities and many proposed fields to fill in can cause difficulties in working with the interface 2. for new employees;3. There is no free version.
6. PipedriveAnother participant in the ranking of the largest CRM systems for Russian-speaking users is Pipedrive. The uniqueness of the tool lies in the fact that its interface can be customized specifically for your needs. Thanks to this, the CRM system is convenient for small businesses.
How Pipedrive can help your business:
- Effectively manage everything directly related to sales.- Close deals as quickly as possible by automating processes.- Organize well-designed lead sorting.- Systematize business processes for a better understanding of the company's affairs.- Get statistics and reports for specific periods or for all time.
In 2017, this CRM system was awarded the "Expert's Choice Award". Extensive expert testing shows that Pipedrive performs well in organizing businesses that are wholesale suppliers. The functionality will help a still small enterprise to become systematized and gain good momentum.
Pros:
1. the ability to customize the system functionality;2. connecting 150 programs and modules for integration;3. mobile optimization;4. good level of security; frequent generation of backup copies;
5. 30-day trial version.
Cons:
1. there is no completely free version;2. it is impossible to integrate service with accounting;3. will not be suitable for large companies due to the lack of opportunities for full-cycle sales control.
7. FreshOfficeA ready-made solution that includes working with the database, marketing, financial transactions, documentation, and warehouse. If you compare the functionality with the same Bitrix, it will be more or less similar, but it is much easier to understand and customize everything in FreshOffice. The main advantage of this service is a pleasant and simple interface.
FreshOffice is relevant in cases where superficial management of simple projects is required in the format: added a request, appointed a responsible person, emphasized the status of implementation. Controlling long-term projects with detailed detail will be problematic here.
What tasks will FreshOffice help you solve?
- Add information about the ice from the moment of ordering until receiving final payment.- Store all data about counterparties in one place, segmenting them by groups.- Ability to record sources of customer acquisition.- Plan, set and monitor the implementation of tasks.- Automate document flow and simplify the preparation of standard documents.- Record cash transactions and analyze financial indicators.- Forecast potential profit based on current and planned order flow.- Integrate data with 1C, telephony and other services.- Carry out warehouse control: issuing invoices, reserving product balances, receiving/shipping products, moving, inventory.- Analyze employee KPIs.
Overall, this is a simple and convenient technical solution for small businesses. It has everything you need for basic systematization and automation of key business processes.
Pros:
1. 14-day trial period;2. simplicity and clarity of the interface;3. free online chat for the website;4. there are both desktop and cloud versions;5. Free sending of up to 5,000 emails per month6. many ready-made templates, newsletter settings, and other convenient automation tools.
Cons:
1. there is no completely free version;2. Not suitable for projects that require complex structure development.
8. ClientBaseYou can fully automate business processes in a company using the cross-platform system Client Base. It has limited functionality, but it is quite enough to get into the rating of the best CRM systems for Russian-speaking users. Yes, in terms of technical arsenal, Client Base is inferior to some popular competitors, but what it has is implemented at the highest level.
CRM system capabilities Customer base:
- Maintaining customer records with multi-level segment filtering.
- Connecting IP telephony.
- Sending mass emails.
- Creating reminders, maintaining a calendar of events.
- Import or export data.
- Creation of standard documents.
- Backup and application logo.
- Integration with social networks, maps, 1C messengers.
The system is suitable for small businesses: real estate agencies, dentists, plastic surgeons, non-network beauty salons, etc. The developers have prepared training materials to make it easier for your employees to learn how to use the software.
Pros:
1. 14-day free period;
2. visual designer for simplified work with the database;
3. Both cloud and boxed versions are provided;
4. interface transformation to suit your needs.
Cons:
1. lack of a free version;
2. less functionality compared to top competitors.
9. CRM "Simple Business"The most simplified CRM system. Suitable for those who need only basic functionality for managing customers in electronic format. The "Simple Business" CRM system is easier to understand than the products of top competitors, but it is important that you are satisfied with its technical capabilities.
If you are a keen visual person, then don't expect to like the look of this software's interface. In places, the design is implemented in an antediluvian and old way, so it may offend your vision of beauty.
Features of the CRM system "Simple Business":
- Systematic management of customer relationships.
- Controls the main processes related to sales.
- Sending reminders about appointments, calls, meetings.
- Platform for remote communication.
- Formation of a sales funnel.
- Preparation of reports on key indicators.
- Automated entry of applications from the site into the CRM database.
- Preparation of template documents.
- Systematization of personnel work and formation of the company's organizational structure.
- Maintaining financial and warehouse records.
With a relatively dull and outdated design, this CRM system can help an entrepreneur organize a systematic and automated business. This is a good solution for those who choose products based on taste and quality, not packaging.
Pros:
1. free version;
2. quite wide functionality;
3. mobile application;
4. a web version and a desktop version are provided;
5. the ability to transfer the software to your server.
Cons:
1. outdated interface;
2. very limited free version – up to 5 employees.
10. SugarCRMWe conclude the rating with the CRM system SugarCRM. It is a commercial open-source platform used by tens of thousands of businesses around the world. It is universally suitable for brands and typical companies of any level, but is more often used for digitizing larger projects. Its toolset will cover the key requirements for software of this category: tracking sales figures, project management, and maintaining a customer base.
SugarCRM features:
- Project management.
- Human resources management: task setting, KPI performance tracking, time management.
- Setting and monitoring sales funnel indicators.
- Enterprise document management.
- Integration with services, Microsoft Outlook, telephony, email, 1C.
- If the proposed template solutions are not enough, you can expand the functional boundaries manually.
- Creating new and modifying ready-made modules in the visual designer.
- Management of business relationships with counterparties, clients, and partners.
- Complete history of operations: basic parameters, fields for additional comments, distribution by category.
- Event scheduling: calls, meetings, conferences.
The main advantage of SugarCRM is the ability to change the program interface based on your needs. This allows you to adjust key elements of the system to a format that is convenient for you and your company's employees, with the help of developers.
Pros:
1. 7-day free period with limited features;
2. open source;
3. several versions with differences in modules and possible customization;
4. Mobile version.
Cons:
1. far from the simplest interface;
2. lack of a free version;
3. The base product is released in English, so technical localization of the software is required to install the Russian interface.

Basic requirements for choosing a CRM system

The main criteria for choosing a CRM:

1. Functionality. Different CRMs have a different set of functions. Before making a choice, decide what tasks need to be solved and which processes need to be automated.

2. Industry. The market offers smart systems for specific industries, for example, fitness clubs, banks, medical centers, food delivery services, beauty salons, restaurants, etc. They are designed with a particular business in mind, due to which they require less refinement and customization.

3. Simplicity and convenience of the interface. Consider how convenient it is for you and your employees to use the program. Does the interface appeal to you on an intuitive level, or are the buttons conveniently located. You should get used to the new CRM in a couple of days. If this does not happen, you should continue your search.

4. Integration with other programs. It is important that you can connect mail, telephony, a website, SMS services, social networks and messengers to the module. This way, you will definitely not miss any applications that may come from different sources. Pay attention to whether a separate fee is charged for integration.

5. Flexibility of settings. This means the ability to add additional functions yourself and remove unnecessary ones. Some sections only clutter up the workspace and overload the space. A big plus will be to simply disable buttons and fields that are not used in your work.

6. Reports and statistics. Make sure that the CRM provides reports on all the indicators necessary for sales analysis. Many programs have a limited set of reports (sales funnel, dynamics of new customers, amount of deals). Others, on the contrary, allow you to create any reports, charts and graphs.

7. Development. Think about whether a particular CRM will be able to meet your needs in 1-2 years. Perhaps you decide to introduce new products or services with different sales stages. Or you need additional integrations. Be far-sighted so as not to look for another program when the company enters a new stage of development.

8. Data access security. Any CRM is a repository for confidential information: customer contact details, incoming applications, closed deals, new projects, financial statements, etc. Therefore, it is very important that only you and your designated employees have access to it.

9. Data quality control. To quickly find the necessary information, it is necessary to maintain order and cleanliness of the input. Many systems notify the employee when the data he enters is duplicated or contains an error. For example, if the letter “o” was accidentally written as “0”, it will not be possible to quickly find the requested information.

10. Cost. Should not be the main criterion. If the system does not fully meet the requirements or asks to pay for an additional option, it is better not to save.

Conclusions

Which CRM systems to choose in a specific situation:

- For small and medium-sized businesses - AmoCRM, FreshOffice, Pipedrive.
- For large projects - Bitrix24, Microsoft Dynamics, SugarCRM.
- When you need the simplest interface possible - AmoCRM, FreshOffice, Sales Creatio, Megaplan.
- When you need free - Bitrix24, Megaplan, Simple Business.
- Open source solutions - SugarCRM.

And one more important point. Be prepared for the fact that regardless of the CRM system you choose, you will encounter certain "jambs" in it during your work. Can this be considered the market norm? This is not normal, but it is a given. Therefore, you need to decide what you are willing to put up with.

If you want software that 100% satisfies your requests, then you need to choose an open source CRM. You can "fine-tune" it to the intricacies of your business. It will be expensive, but in return, "the suit will fit like a glove." You

can choose software tailored to your niche. For example, Venta-CRM is suitable for water delivery companies. Our system is distinguished by highly specialized features and a characteristic interface, which presents only the sections necessary for this niche.

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