Best online CRM software in 2024

What is an online CRM?

An online CRM system is cloud-based—it centralizes a business's sales and marketing data on secure, remote servers. This makes it accessible anytime, anywhere from internet-connected devices, be it laptops or mobile phones. 

Online CRMs are also known for their quick setup, scalability, and minimal maintenance needs. They empower sales teams to streamline processes, efficiently manage customer interactions, and access critical data on the go.

Why is online CRM software important in 2024?

CRM software has emerged as a critical tool for companies to handle the complexities of customer relationships in the digital age. With the rise of remote work and the increasing demand for personalized customer experiences, online CRM software offers a powerful solution. It streamlines sales processes and increases customer engagement, even when team members are geographically dispersed. 

By automating repetitive tasks like data entry and routine follow-up emails, online CRMs free up sales teams to focus on building relationships and delivering personalized experiences.

Benefits of using online CRM

In the digital-first era of 2024, CRM software online can optimize customer relationship management. The benefits of adopting an online CRM are multifaceted, addressing key operational, financial, and strategic needs.

Improved cost efficiency

One of the most compelling benefits of CRM software online is its cost efficiency. CRM software for sales management not only reduces expenses but also enhances the effectiveness of sales operations, leading to increased revenue. By eliminating the need for physical infrastructure and the associated overhead costs, businesses can allocate their resources more effectively. Online CRMs operate on a subscription-based model, which means companies can scale their CRM solution in tandem with their growth, avoiding the sunk costs of unused licenses or underutilized systems.

Accessibility and flexibility

Accessibility is another hallmark of online CRM software. With the flexibility to access customer data from any location with internet connectivity, sales teams can respond to client needs quickly. This level of accessibility ensures that customer information is always at the fingertips of those who need it, whether they are in the office, working from home, or on the go.

Security for sensitive data

In a world where data breaches are a constant threat, the security features of online CRM software provide businesses with peace of mind. Cloud-based CRMs platform are equipped with state-of-the-art security measures, including data encryption, secure data centers, and regular security audits. These systems are designed to protect sensitive customer information from unauthorized access and cyber threats.

Easy and fast updates

Unlike on-premise solutions that require manual updates and can disrupt business operations, online CRM software offers automatic updates. These updates ensure that businesses have access to the latest features and improvements without any downtime or additional costs.

What key features should you look for in online CRM software?

Selecting the right online CRM software is a pivotal decision for any business looking to enhance its customer relationship management. In 2024, the capabilities of CRM systems have expanded, and the expectations of what they can deliver have risen. 

Customization and personalization

Customization is a key requirement of a CRM that adapts to your business, not the other way around. A CRM should be able to adapt to your business processes, sales strategies, and customer engagement methods. Look for a CRM that allows you to modify fields, workflows, and reports to match your unique business needs. 

Mobile capabilities

In today's mobile-first world, a CRM without robust mobile capabilities is a must-have. Sales teams are increasingly on the move, and the ability to access CRM data from a smartphone or tablet is non-negotiable. A top-tier online CRM offers a fully-featured mobile CRM app that allows sales reps to view contact information, update deals, and communicate with customers, even if they are away from their desks.

Ease of use

A CRM should be intuitive, reducing the learning curve and allowing teams to hit the ground running. An online CRM that is easy to navigate and understand ensures high adoption rates and minimizes resistance from sales teams. It should simplify complex processes and present information in a clear, actionable format. 

Automation capabilities

From automating data entry to sending follow-up emails, CRM automation frees up time for sales teams to focus on closing deals and building relationships. Advanced CRMs use AI to automate routine tasks, predict customer behavior, and provide sales insights.

Integration with other tools and software

Finally, integration with other tools and software is a feature that amplifies the power of your CRM. In a world where businesses use a plethora of apps and platforms, a CRM should integrate smoothly with email marketing platforms, social media tools, customer service software, and more.

Types of online CRMs

The type of CRM you choose should align with your business goals, processes, and customer engagement strategies.

Collaborative

Collaborative CRMs bind various departments within a company, ensuring that everyone—from sales to customer service to marketing—is on the same page. This type of CRM focuses on sharing customer information across different teams, breaking down silos, and promoting a unified approach to customer engagement.

Analytical

Analytical CRMs provide deep insights into customer data and behavior. These systems are designed to collect, analyze, and leverage data to make informed business decisions. With powerful reporting and data analysis tools, analytical CRMs help businesses understand their customers' needs, preferences, and patterns.

Operational

Operational CRMs are workhorses designed to streamline and automate day-to-day sales, marketing, and customer service processes. They provide a comprehensive view of the sales lifecycle and include functionality to manage the entire customer journey.

10 best online CRM software

1. Freshsales

Freshsales is a cloud-based CRM solution packed with features and AI-enhanced capabilities. Designed to cater to businesses of all sizes, Freshsales offers a scalable CRM platform that simplifies the complexities of customer relationship management.

Key features:

Freshsales boasts a suite of features that make it a standout choice for businesses looking to grow their revenue. Its AI-powered capabilities enable sales teams to determine if leads are warm, score, prioritize, and assign them efficiently. The platform provides a 360-degree view of every lead, prospect, and customer, offering insights into customer interactions, website activities, and engagement levels.

Pros:

The strengths of Freshsales lie in its ability to automate workflows and provide sales teams with AI recommendations. Users appreciate the platform's intuitive interface, which facilitates a quick adoption rate and minimizes the learning curve. The CRM's insightful analytics and reporting capabilities allow for a deep dive into sales and marketing performance, enhancing decision-making and strategy formulation.

Price:

Freshsales provides a tiered pricing structure to accommodate the varying needs and sizes of businesses. The pricing ranges from $9 with essential features to more advanced plans that include additional capabilities and support.

Zoho

Zoho CRM stands is known for its comprehensive suite of tools designed to cater to businesses of all sizes. Zoho CRM has consistently evolved to meet the changing demands of sales and marketing professionals.

Key features:

Zoho CRM offers an array of tools that cover the entire sales cycle, from lead generation to deal closure and beyond. Users can benefit from advanced lead and contact management capabilities, sales automation, and powerful analytics that turn data into actionable insights.

Pros:

Users often praise its user-friendly interface that facilitates quick onboarding and adoption. The software's customization options are extensive.

Cons:

Despite its many strengths, Zoho CRM does have areas where users feel there is room for improvement. Some users have reported a steep learning curve when it comes to utilizing the full range of features offered by the platform. Others have noted that, while the customization options are robust, they can sometimes be complex to implement without technical expertise.

LessAnnoying CRM

LessAnnoying CRM stands out for its simplicity and user-centric design. Tailored for small businesses and solopreneurs, this small business CRM platform takes a straightforward approach to customer relationship management.

Key features:

LessAnnoying CRM offers a suite of features designed to meet the core needs of small businesses without overcomplicating the user experience. At its heart, the platform provides robust contact management, allowing users to keep track of customer interactions, notes, and important dates all in one place.

Pros:

The primary advantage of LessAnnoying CRM is its simplicity and ease of use. Users often praise the platform for its quick setup and intuitive interface, which allow teams to adopt and adapt to the system with minimal friction. The CRM's affordability is another significant plus, making it an attractive option for small businesses operating on tight budgets.

Cons:

While its simplicity is a major draw, it can also be a limitation for businesses looking for more advanced features. LessAnnoying CRM's focus on the basics means it lacks the depth of functionality found in more comprehensive CRM solutions, such as advanced automation, detailed analytics, and extensive third-party integrations.

Creatio

Creatio offers process automation and CRM capabilities. Designed to cater to the needs of medium- to large enterprises, Creatio provides a comprehensive platform that supports sales, marketing, and service management.

Key features:

Creatio's platform is rich in features that empower businesses to create efficient and automated workflows. One of its standout capabilities is the low-code process automation engine, which allows users to customize and automate complex business processes without extensive technical knowledge.

Pros:

The strengths of Creatio lie in its flexibility and powerful automation capabilities. Users appreciate the platform's low-code approach, which democratizes the process of customizing and automating workflows, making it accessible to users with varying levels of technical expertise.

Cons:

However, Creatio's extensive feature set and capabilities can present a steep learning curve for new users, particularly those unfamiliar with process automation. Some users have noted that maximizing the platform's potential requires a significant investment in training and customization.

Salesforce Sales Cloud

Salesforce Sales Cloud has a comprehensive suite of features designed for enterprises. As part of the broader Salesforce ecosystem, Sales Cloud is engineered to support sales teams from lead acquisition to deal closure and beyond.

Key features:

Salesforce Sales Cloud is packed with an array of powerful features aimed at optimizing the sales cycle. Key functionalities include lead and opportunity management, which enable sales teams to track and nurture leads through every stage of the sales funnel.

Pros:

Users often highlight its extensive customization options, which allow businesses to tailor the platform to their specific needs and workflows. The integration capabilities are also a significant plus, enabling a unified and efficient tech stack.

Cons:

However, Salesforce Sales Cloud's extensive features and capabilities can also present challenges. The platform's complexity and vast array of options may result in a steep learning curve for new users. Additionally, the cost of Salesforce Sales Cloud, particularly for small businesses or those requiring multiple customizations and integrations, can be a consideration.

Hubspot CRM

Hubspot CRM is designed to cater to businesses of all sizes. It can streamline sales processes and enhance customer interactions without the complexity that often accompanies CRM systems.

Key features:

Hubspot CRM's key features are designed to optimize the sales process and improve customer relationships. The platform offers contact and deal management, enabling sales teams to keep track of every customer interaction and transaction. Its email tracking and notifications provide real-time insights into customer engagement.

Pros:

One of the most significant advantages of Hubspot CRM is its ease of use. The platform's intuitive interface and straightforward navigation make it accessible for users of all skill levels, ensuring quick adoption and minimal training requirements. Another major benefit is its scalability.

Cons:

However, while Hubspot CRM offers a comprehensive free plan, the cost of its paid plans and additional features can accumulate, potentially making it a significant investment for smaller businesses. Some users have also noted that while the platform excels in its core CRM functionalities, businesses with more complex or specialized needs may find certain advanced features lacking.

Copper

Copper CRM offers a solution that seamlessly integrates with Google Workspace, making it an ideal choice for businesses heavily reliant on Google's suite of productivity tools.

Key features:

Copper's standout feature is its native integration with Google Workspace, which allows for a seamless workflow between Gmail, Google Calendar, and other Google apps.

Pros:

The primary advantage of Copper CRM is its deep integration with Google Workspace, which significantly reduces the learning curve for new users and enhances productivity for teams already accustomed to Google's tools.

Cons:

However, some users have noted that while Copper excels in its integration with Google Workspace, its capabilities outside of this ecosystem can feel limited compared to other CRM solutions.

Zendesk 

Zendesk is known for its customer service and support solutions.

Key features:

Zendesk Support Suite stands out for its comprehensive set of features aimed at optimizing customer service operations. The platform offers a unified agent workspace that provides support teams with all the tools they need to manage conversations across multiple channels.

Pros:

One of the most significant advantages of Zendesk is its ability to provide an omnichannel support experience, ensuring that customers receive consistent and efficient service regardless of how they choose to reach out.

Cons:

However, some users have noted that the extensive features and capabilities of Zendesk can come with a steep learning curve, particularly for businesses with limited technical resources.

Pipedrive

Pipedrive combines ease of use with powerful sales management tools.

Key features:

Pipedrive's key features are centered around optimizing the sales process and ensuring that teams can focus on selling rather than administrative tasks. The platform offers a visual sales pipeline management tool that provides a clear overview of deals at various stages, allowing for easy tracking and progression of sales opportunities.

Pros:

The primary advantage of Pipedrive is its intuitive design, which simplifies pipeline management and makes it easy for sales teams to adopt and use the platform effectively. 

Cons:

However, some users have pointed out that while Pipedrive excels in its core functionalities, it may lack depth in certain areas compared to more comprehensive CRM solutions.

Price:

Pipedrive offers a tiered pricing model, with plans designed to cater to the varying needs of sales teams.

Nimble

Known for its social media integration and ease of use, Nimble CRM brings together contact management, sales insights, and social media interactions in one streamlined interface.

Key features:

The standout contact management features of Nimble, which benefit from social media insights, are its defining characteristics.

Pros:

Users of Nimble CRM often highlight its simplicity and the intuitive nature of its interface, which contribute to a short learning curve and quick adoption. The social media integration is a standout feature.

Cons:

Some users have pointed out that while Nimble excels in contact management and social media integration, it may lack the depth of features required by larger organizations with more complex CRM needs.

Price:

Nimble offers a straightforward pricing model with a single plan that includes access to all of its features.

Choosing the right online CRM for your business

Selecting the perfect online CRM for your business is a pivotal decision that can significantly impact your sales and customer relationship management strategies. Freshsales stands out as a user-friendly, AI-enhanced CRM that doesn't require a steep learning curve or the need for developers to set up, allowing you to start optimizing your sales process almost immediately. With 93% of users on G2 finding Freshsales easy to use, it's clear that choosing a CRM that offers simplicity without sacrificing functionality can lead to immediate selling and customer engagement benefits.

How Freshsales can enhance your online CRM capabilities

In the realm of CRM solutions online, Freshsales stands out by offering a suite of AI-powered features designed to simplify and enhance the sales process. With Freddy AI, Freshsales' intelligent assistant, businesses can automate mundane tasks, such as lead scoring and email drafting, allowing sales teams to focus on what they do best—selling. 

Freshsales combines CRM functionalities to streamline customer interactions across sales, marketing, and support, enhancing personalization and revenue. With customizable communications and detailed insights, it improves customer experiences. Its user-friendly interface, including Kanban views and drag-and-drop, alongside a 360° customer view, enables smarter, more informed sales strategies.