10 CRM Tools To Manage Customer Experience

10 CRM Tools To Manage Customer Experience

Using the best CRM tools can help you improve your customer experience by cultivating and managing customer relationships. There are different CRM tools out there for managing customer experience, each with its own set of features and benefits. The best CRM for your business depends on what features your business requires. To choose the best CRM software for your business, we have compiled a list of the top 10 CRM tools for you to choose from. 

What is Customer Relation Management(CRM)?

Customer relation management is the process of managing customer relations in your business. CRM tools were developed to make the process of customer management easier. They are used to effectively manage customer relationships. 

A Customer Relation Management tool allows users to store customer and prospect contact information, identify sales opportunities, record service issues and manage marketing campaigns. They are also used to collect valuable insight into customer preferences and interests, purchase history, and many more. These insights can help you effectively target your customers and anticipate their needs. With CRM technology, you can track and examine every interaction and communication you have with your customers. Furthermore, CRM ensures simplicity, security, and scaling of customer interactions. The best CRM software empowers businesses to track leads, understand their customers through a suite of data analytics, manage communications and marketing campaigns, and a lot more
CRM tools include Zoho, Zendesk, Pipedrive, BIGContacts, Freshsales, and many more.

Features of A Great Customer Management Relation Tool

1. Customization

Every business has different goals and objectives and brands are not the same. That’s why the CMS tool you choose must be customizable according to your business goals and objectives. Some CRM solutions let you choose which features to include in your package, and some also allow you to customize basic areas, such as the ability to add contact fields, choose which data to show on your dashboard, and create custom reports. You can also customize with extensions, plugins, and other add-ons to expand your software’s capabilities.

2. Third-party integration

One important feature of a CRM tool is integration. Your software should be able to integrate with other marketing software that you use. The best thing is to look for one that’s compatible with the software you use and easy to implement. They must be able to integrate well with email marketing tools, live chat tools, or order management system tools. The integration feature helps your company observe the real-time data from various systems, and extends the possibility of the platform to fit the business needs better.

3. Contact Management

Contact management is one of the most important features of a CRM tool because it enables you to collect and organize the clients’ data efficiently. A customer management tool should be able to store contact information such as names, addresses, and social media accounts in a searchable database. Although most CRM tool offers contact management functionality, you might want to look for a layout and usability that will be easy for you to use.

Most CRM tools provide you with a complete picture of all prospects, track the leads as it progresses through the sales pipeline, and manage the customer profiles, interaction history, purchases, etc.

3. Lead management

Most CRM tools help users identify leads and the actions customers take along the sales cycle. They help you manage the process of converting prospects into potential customers (leads) by identifying, scoring, and moving leads through the sales pipeline. As a sales manager, you have to stay on top of leads and redistribute quiet or seemingly dead leads to different members of your team for engagement.

4. Analytics and Reporting

Another feature of a CRM tool is reporting and analytics. This feature helps users bring the result of their sales and marketing efforts altogether. Most CRM software offers insight into customer data. The data generated can be used to make better decisions about the types of products, services, marketing, and overall communications you distribute to your customers.
Also, it offers data on the number of leads that come in during a certain period of time, the number of sales generated during a specific period, which of your sales agents closed which leads, and how many leads they closed in a certain period of time.

With reporting and analytics functionality, you gain the ability to run reports based on factors like geography, funnel stage, and even individual sales reps. 

5 Workflow Automation

CRM software should allow you to automate and streamlines various sales functionalities to standardize business processes. This includes outgoing calls and follow-up campaigns, as well as the organization of data for more effective future campaigns. Automating these repetitive tasks allows your employees to devote their time and focus on more complex tasks. Look for software that allows you to set up custom rules and comes with sales force automation to help you and your team be more productive.

Top 10 Customer Relation Management Tools

1. Zendesk

zendesk top 10 crm tools
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Zendesk is a Customer Relation Management tool that can help your customer service team with its reporting tool to understand customer trends and create a better customer experience. With Zendesk, you can manage offers and customer interactions via email, chat, social media, phone calls, etc. It also comes with an in-built customer experience survey feature to measure your service’s satisfaction.
It is a scalable platform and can be used by businesses of any size. Zendesk offers features such as security, help desk software, ticketing systems, knowledge bases, and community forums. It is available on the Web, Android, and iPhone/iPad.


  • Ticketing System and routing
  • It allows you to view and analyze customer service performance using pre-built dashboards.
  • Knowledge Base
  • Live chat software
  • Native integrations
  • Knowledge base
  • API
  • Tracking and reporting
  • Self-service portal
  • Community forums
  • Automation
  • Community Forum,
  • Help Desk, IT Help Desk, and Security.


  • Suite Team: $49per agent/month
  • Suite Growth: $79per agent/month
  • Suite Professional: $99per agent/month

2. Hubspot

hubspot CRM
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Hubspot is another CRM tool used by business owners and e-commerce stores to successfully manage their customer experience. This software helps small businesses and startups manage new leads.  It comes with a nice interface letting you see your entire sales pipeline right on your dashboard. Furthermore, HubSpot has a mobile app for both iPhone and Android.

It comes with various features like email templates which can be used to design various email campaigns to drive leads, real-time notifications, email tracking, scheduling, phone calls, and more. The Hubspot software integrates with more than 300 apps and services like WordPress, email marketing companies, and lead generation software like OptinMonster. You can also connect HubSpot to Gmail or Outlook to log activity automatically which lets you capture every single email.


  • Personalize email sequences for leads and existing customers
  • Ability to integrate with tools like Salesforce, Shopify and OptinMonster
  • Email Tracking
  • Real-time notification about lead behavior
  • Place phone calls right from the CRM
  • Email scheduling
  • Ticketing system
  • Scheduled Task
  • Integrate 300+ apps
  • Create custom filters to sort contacts
  • Store unlimited users, customer data, and up to a million contacts


  • Free Version
  • Starter:  $50/month
  • Basic: $200/month
  • Professional: $800/month
  • Enterprise: $2400/month

3. Zoho CRM

ZOHO top crm
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Zoho CRM  is a CRM software that offers everything you need ranging from increasing leads to accelerating sales and measuring sales performance. Zoho is used by 250,000+ businesses across 180 countries. It also supports mobile applications and integrates with more than 500 popular business apps. With Zoho, you can capture leads through social media, segment visitors, and offer support using built-in live chat. The app offers a massive suite of products to help companies manage their business, from Zoho Expense (to manage expense accounts) to Zoho Invoice (for customer billing).


  • It comes with an omnichannel platform that connects with customers across different channels.
  • Detailed analytics reports to help you make data-driven decisions
  • Supports mobile apps to keep everyone on the same page
  • Team collaboration tools and team roles
  • An AI-Powered sales assistant to help you predict sales outcomes, and detect anomalies
  • Calendar/Reminder System
  • Document Storage
  • Email Marketing
  • Internal Chat Integration
  • Lead Scoring
  • Marketing Automation Integration
  • Quotes/Proposals
  • Segmentation
  • Social Media Integration
  • Task Management
  • Territory Management
  • Sales automation tools to help you and your team manage leads, contacts, deals, and accounts through workflows and macros.
  • It comes with customizable dashboards and reports


  • Free: It comes with a free plan that allows up to 3 users
  • Standard: $14
  • Professional: $23
  • Enterprise: $40
  • Ultimate: $52 with up to a 30-day trial
  • Custom plan: On request

4. Salesflare

salesflare crm
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Salesflare is another popular CRM that you might want to consider when managing the customer relations of your e-commerce business. The software helps you gather your leads’ contact information from social profiles, email signatures, and other public sources. It integrates well with some marketing tools and organizes information from emails, meetings, calls, social media, email, and web tracking as well as company databases. The information gotten from these channels can help you follow up with your prospects.


  • It helps you score leads
  • Helps gather contact information and automatically updates from public sources
  • Meetings and calls are recorded and filed to keep you organized
  • Visualize sales pipelines
  • Email templates
  • Email & website tracking
  • Built-in email sequences
  • A sidebar in your inbox
  • Automated data enrichment
  • It has a mobile app
  • Relationship strengths
  • Automated reminders
  • Business card scanner


  • Plans start at $29/month billed annually
  • Pro Plan:$49/month billed annually
  • Enterprise plan $99/month billed annually

5. PipeDrive

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If you want to improve sales and render an efficient customer service system, then Pipedrive is the software for you. Pipedrive is used by more than 50,000 companies worldwide. It comes with a good sales pipeline and email integration. The platform also provides for easy customization, email tracking, and data import, and export. Furthermore, it comes with a 24/7 support system, good reporting, and map integration.


  • Calendar/Reminder System
  • Sales pipeline
  • Document Storage
  • Email Marketing and integration
  • It comes with a mobile app
  • 24/7 support system
  • It is customizable
  • Good reporting features
  • Maps integration
  • Email tracking,
  • Data import and export.
  • Internal Chat Integration
  • Lead Scoring
  • Marketing Automation Integration
  • Quotes/Proposals
  • Segmentation
  • Task Management
  • Territory Management 


  • Silver: US $12 .50
  • Gold: US $24.20
  • Platinum: US $49.17

6. BIGContacts

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BIGContacts is a CRM tool that is used by many e-commerce business owners because it is budget-friendly and easy to set up. It comes with an email marketing tool that you can use to generate leads The app helps users simplify the contact management process which keeps you updated with automated tasks and reminders. It is also good for following up on leads and managing customer relationships delightfully. Furthermore, you can efficiently manage and track sales pipelines, commissions, and upcoming meetings.


  • Email Marketing
  • Social Media Integration
  • Easy Customization
  • Custom Reporting and Analytics 
  • Quickbook Integration
  • Sales Pipeline Customization
  • Automated Alerts and Reminders
  • Marketing Automation
  • Import Contacts 
  • Letter Templates 
  • Tasks Management
  • Lead Capturing


  • BIG: $ 5 User/Month(billed annually)
  • BIGGER: $ 15 User/Month(billed annually)
  • BIGGEST: $ 25 User/Month(billed annually)

7. Drip

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Drip is an eCommerce CRM for small businesses. It comes with an amazing interface and is very easy to use for any business. This software comes with an automation feature and email campaigns.  automation workflows and email campaigns. If you are a small business looking for software that can help you with segmentation, conversion tracking, content customization, and purchase intent marketing then Drip is for you. With Drip you can learn and track everything you need about your customers’ stories using tags, events, and custom fields. Drip can be integrated with some 3rd-party services like email services, lead generation software, WooCommerce, and Shopify.

Drip can help users increase their bottom line and help them generate leads, manage contacts, and turn them into lifelong customers.


  • It helps with a custom conversion tracking
  • Purchase intent marketing
  • Marketing automation workflows
  • Email list segmentation
  • Advanced contact management
  • Integrations with popular 3rd-party services
  • Actionable reports
  • Content customization
  • eCommerce user tracking
  • Automatic revenue attribution


Plans start at $49/month

8. Sendinblue

sendinblue crm
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Sendinblue is CRM software for any business size and is more useful for starts up because of its free startup plan. It comes with reliable email delivery, email marketing, automation, transactional emails for eCommerce, and smart segmentation.


  • Easy segmentation
  • Personalization tool
  • Awesome marketing automation tools
  • Transactional emails with reliable delivery
  • Landing page and signup form builder
  • Easy Facebook ads and retargeting
  • Detailed and actionable analytics
  • Automatic send time optimization
  • A/B testing
  • SMS and Chat marketing tools


  • It comes with a free startup plan
  • Lite plan at $25 per month
  • Premium plan at 65$ per month
  • Enterprise plan: On request

9. Salesforce CRM

salesforce crm
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Salesforce is a cloud-based CRM software that provides CRM solutions for all kinds of businesses. The app can be used to capture and follow up on leads through a personalized customer journey. Salesforce helps to understand customer requirements, suggests new ways to help, solves issues faster, and provides a quick and clean deployment. With Salesforce CRM, you can drive more sales through emails, SMS messaging, social media, and digital advertising through marketing AI.


  • It comes with email integration to run applications
  • It has a calendar/Reminder System
  • Document Storage
  • Email Marketing
  • It is built for mobile devices
  • Social Media Integration
  • Task Management
  • Forecasting and keeping the customer engaged all the time.
  • It provides chatter, analytics, and real-time visualization.
  • Internal Chat Integration
  • Lead Scoring
  • Segmentation


  • It comes with a free plan
  •  The US is $25 and keeps increasing as per the requirements.

10. Freshsales

Freshsales is a sales CRM platform that allows users to simplify sales operations with various tools. It comes with an equipped intelligent AI, which helps you get a view of all current deals. With Freshsales, you can track emails and see whether the recipient has opened them or not. Freshsales makes it for you to sort and filter close dates, distinguish bestsellers and make sudden changes for all actions. You can build custom reports for every contact, deal, or opportunity.

Freshsales aims to target small and medium sales teams, especially those that have no previous experience with digitized customer relationship management.


  • Event Tracking
  • Create custom report
  • Advanced contact segmentation.s
  • Automated and Personalized Emails.
  • End-to-end email tracking and management
  • Modern analytics suite & trendline reporting
  • It comes with a mobile app that you can use to respond to leads on the go
  • Built-in phone, chat, and email features.


  • Free Plan Available,
  • Growth Plan: $15/user per month,
  • Pro: $39/user per month,
  • Enterprise: $69/user per month.


There are different CRM tools out there for managing customer experience, each with its own set of features and benefits. The best CRM for your business depends on what features your business requires. The above CRM tools can serve as a guide when choosing your software for your customer service team. Note that this is not all the platforms out there, you can also research some that will fit your company goals and objectives.

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