How SMBs Are Using Customer Relations Management Systems, February 2013 [CHART]

SMBs are putting their customer relationship management systems (CRMs) to work for a range of use cases beyond just management of prospect and customer contact information, finds Scribe Software in a new report. Beyond managing contacts (94%), 65% are using their CRM for lead nurturing, and 59% each for email marketing and sales forecasting. The results lead the researchers to conclude that “the myth that SMBs might need less or are less sophisticated is simply not true any longer.”

The study also looks at how SMBs value their CRMs. Given that they use them primarily for contact management, it’s not surprising that 85% value them on the basis of their ability to store all prospect or customer information in one place. Many also look for the ability to share data among sales, marketing and other departments (77%), the ability to run reports on the health of their sales pipeline (64%), and the ability to run marketing reports (53%). Read the rest at MarketingCharts.

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Tagged as: Chart, CRM, Customer Relationship Management, Customer Service, Lead Generation, Lead Nuturing, Sales Forecasting, Small Businesses, Statistics