Factors Influencing Client's Choice of CRM Software for SMEs

The main factors influencing
the client when choosing CRM
software for SMEs

Contents
INTRODUCTION.....................................................................................................................................3
Section 1: Comparing Two research methodologies...............................................................................3
1.1 Research Problem..............................................................................................................................3
1.2 Selected key readings........................................................................................................................4
1.3 Two appropriate research methods....................................................................................................5
Section 2: Instrument and conclusion......................................................................................................8
2.1 Instrument..........................................................................................................................................8
2.2 Conclusions.....................................................................................................................................11
2.3 Bibliography....................................................................................................................................11
Section 3: Research Dissemination.........................................................................................................13
3.1 Relevance and audience...................................................................................................................13
3.2 Communication of Research............................................................................................................13

INTRODUCTION
A Customer Relationship Management or CRM software can be defined as a type of
software that comprises of various tools that are usually used by B2B companies. This is because
they have to track prospects as well as their customers through a long cycle of sales. Small and
medium enterprises are increasingly implementing CRM software into their systems in order to
understand the needs of the customers in a more efficient manner(Ahani,Rahimand Nilashi,
2017). At its center, purchaser courting control (CRM) is all the sports, techniques and
technologies that businesses use to manipulate their interactions with their contemporary and
ability clients. CRM facilitates agencies construct a courting with their clients that, in flip,
creates loyalty and client retention. The report explains the main factors that influence the client
while choosing CRM software for SMEs. Apart from this, there is also a detailed explanation of
the proposed research instrument that will be used in order to collect data.
Section 1: Comparing Two research methodologies
1.1 Research Problem
Small businesses usually are not able to understand the needs as well as preferences of
the customers in an effective manner. A CRM software can simply get the information for you. It
can not draw conclusions for your behalf or get your team members to behave on them. Your
income or advertising team needs to use this fact to successfully deal with client troubles, make
the most possibilities and close extra income(Ardyanand Sugiyarti, 2018).As a result, they find it
difficult to attract potential customers and retain them. This study is mainly focused on
understanding the main factors that influence the client while choosing CRM software for SMEs.
One of the reasons behind this is that not much studies have been conducted on this topic.
Therefore, this research will be beneficial as it will enhance the overall knowledge about the
same. Thus, the main objectives and research questions that would be analyses through current
investigation consists of :
Research Objectives
 To review about the concept of CRM software within a SME.
 To evaluate and determine the main factors that are influencing the client while choosing
CRM software for SMEs.

Research questions
 What is meant by the concept of CRM software within a SME?
 What could be the main factors that are influencing the client while choosing CRM
software for SMEs?
1.2 Selected key readings
An exceptional CRM software is designed to correctly manipulate data throughout
numerous client profiles, whilst additionally supplying the business with the self-belief to narrate
to every in an organized and professional manner. When deciding on a CRM (Customer
Relationship Management), bear in mind that is the number one tool inside the arsenal of the
sales team, and will enable constructing and preserving long-term relationships with contacts and
customers.
Managing customers means a greater ability for agencies to win greater offers, ensure higher
lead generation, and improve universal income.When a corporation does determine to invest in a
CRM device, it is prudent to envision it’s the proper one for his or her enterprise desires. To start
with, it’s higher when selecting a CRM to don't forget that it offers a great match with your
everyday commercial enterprise practices. It should have all the proper answers to everyday
problems and hiccups that you face, or are probable to face alongside the way.The various
factors are described below –
Accessibility and Scalability –While choosing the CRM software for SMEs, it is
important to keep in mind that it is user friendly and that the customers will be able to use it
easily(Ciecior and et.al., 2020). Also, it should be cloud friendly, which means that it is
accessible anytime, anywhere. If the software will not be easily accessible, it will not serve the
purpose and thus the SMEs will not be able to conduct their business operations smoothly.
Customization and Reporting – This is another factor that can influence the decision
while choosing a CRM software. Customers today prefer the products they purchase to be
customizable. This is because if a CRM software will be customizable, it can be adapted by
another software easily. Also, this will give insights about the needs and preferences of the
customers, as a result, the small businesses will be able to understand the needs of their
customers in a much more efficient way.