CRM as a Customer Service Tool
Customer relationship management (CRM) providers have tailored their offerings for the small business market, providing software-as-a-service options, integration with other technologies, and an understanding of what small businesses want from their customer relationships. It used to be that CRM was only for large enterprises and, then, there were horror stories about the technology being too costly, too time consuming, too complex and too disruptive to be successful. Over the last few years, however, thanks to software-as-a-service (SaaS) CRM providers like Salesforce.comand NetSuite, CRM has rehabilitated its tarnished image. Because of this, large enterprises along with mid-sized companies have opened up their arms and embraced CRM in its more affordable, easier, and accessible reincarnation and even small businesses may find these tools worthwhile.