Customer relationship management (CRM) software is the best way for small businesses to manage relationships with customers and prospects and improve customer service. We plugged individual sets of CRM evaluation data, like features and pricing, into our multidimensional, 5-star scoring tool to learn which CRMs are best suited for small businesses and which is the best overall.
Top 10 CRMs for Small Business 2020
Small Business CRM | Best For | Pricing per User, per Month |
|---|---|---|
(Best Overall) Businesses needing a scalable CRM with free and affordable paid service plans | Free - $69 | |
Organizations that want a CRM with social media integration | Free - $20 | |
Businesses looking for a solid CRM with a top-notch mobile app | Free - $49 | |
Individuals and startups wanting a CRM that integrates directly into Gmail | Free - $49 | |
Small businesses needing a CRM with built-in service desk capabilities | Free - $30 | |
Businesses wanting a free, no-frills CRM with basic features | Free; available paid add-ons | |
Businesses that want a CRM with built-in project management tools | Free - $49 | |
Small teams needing a CRM with sales, marketing, and service tools | Free - $159 | |
Teams looking for a user-friendly interface and visual pipeline to manage sales | $12.50 - $49.90 | |
Companies needing a CRM with enterprise-class sales and support features | $25 - $75 |
These are the highlights of what each CRM software solution does best, but it’s by no means all they have to offer. Keep reading to find out what makes each one outstanding enough to make it on our top 10 list of CRMs for small businesses.
Freshworks CRM: Best Overall Small Business CRM
Freshworks CRM’s contact management dashboard (Source: Freshworks CRM)
Fit Small Business score: 4.98 out of 5
Why it’s great for small business: Freshworks CRM scored highest on our evaluation because it ticks nearly all the boxes of what makes a CRM best for small businesses. It offers a variety of price plans to meet a range of budgets, including a free option. Its comprehensive set of features include multiple sales pipelines, configurable dashboards, and lead assignment rules. Users can also use the built-in dialer to make calls without leaving the platform.
Freshworks CRM Pricing
Free: Supports unlimited users | Garden: $25 per user, per month |
Blossom: $12 per user, per month | Estate: $49 per user, per month |
Freshworks CRM Pros | Freshworks CRM Cons |
|---|---|
Free plan supports unlimited users | Lacks the ability to issue quotes, manage orders, and invoice directly |
Easy to learn | Doesn’t include pricing books or product statistics |
In-app calling | Limited social media integration |
Zoho CRM: Best Small Business CRM for Social Media Management
Zoho CRM’s social listening feed (Source: Zoho CRM)
Fit Small Business score: 4.95 out of 5
Why it’s great for small business: A lack of team customization options is what kept Zoho CRM from nabbing the top spot on our list. However, its social media tools stand out for how they help companies incorporate social media into relationship management, tracking interactions, and publishable content on Facebook, Twitter, LinkedIn, and Instagram. It’s perfect for sales teams wanting an affordable way to prospect and connect with leads across several social media sites.
Zoho CRM Pricing
Free: Supports three users | Professional: $20 per user, per month |
Standard: $12 per user, per month |
Zoho CRM Pros | Zoho CRM Cons |
|---|---|
Automatically add social leads to CRM | Free plan supports only three users |
Unlimited publishing on social media channels with paid tier | Social media connections not available on free plan |
Offers social media keyword tracking | Lacks native Instagram integration |
Zendesk Sell: Best Small Business CRM for Mobile Teams
Zendesk Sell’s deal management dashboard (Source: Jason Aten)
Fit Small Business score: 4.85 out of 5
Why it’s great for small business: Zendesk Sell lost evaluation points for its lack of social media tools, but it’s still a solid CRM that includes a help desk, chat, analytics, and IT management. However, it’s the mobile app’s built-in voice-over-internet-protocol (VoIP) calling that sets this solution apart for sales pros who need a reliable phone on the go that ties directly into their CRM.
Zendesk Sell Pricing
Team: $19 per user, per month | Professional: $49 per user, per month |
Zendesk Sell Pros | Zendesk Sell Cons |
|---|---|
Mobile app includes built-in calling | Does not offer a free plan |
Mobile app offers call recording | Lacks social media management tools |
Mobile app features offline access to CRM | No deal forecast or tracking |
Streak: Best CRM With Direct Gmail Integration
Streak’s Gmail integration (Source: Streak)
Fit Small Business score: 4.58 out of 5
Why it’s great for small business: Streak’s CRM score reflects its limited automation and customization tools. However, its browser-based integration with Gmail is what sets this CRM apart from its competitors. It’s highly beneficial for sales professionals wanting a streamlined solution that allows them to work from their inbox instead of switching back and forth between apps. Be aware that service plans for larger teams are expensive, making this the best solution for solopreneurs and very small businesses.
Streak Pricing
Free: Supports one user | Pro: $49 per user, per month |
Solo: $15 one user, per month |
Streak Pros | Streak Cons |
|---|---|
Free plan never expires | No reporting with the free plan |
Email tracking and mail merge available with all plans | Can be expensive for larger teams |
Integrates with all G Suite apps | Limited business app integrations beyond G Suite |
Really Simple Systems: Best CRM With Service Desk Tools
Really Simple Systems’ support ticket dashboard (Source: Really Simple Systems)
Fit Small Business score: 4.49 out of 5
Why it’s great for small business: What Really Simple Systems lacks in automated workflow options, it makes up for with service desk tools that enable teams to view entire product catalogs, access quotes, and create custom pricing for customers. It’s all-in-one combination of CRM, marketing, and service capabilities make Really Simple Systems ideal for small businesses that want an affordable CRM for managing the entire customer journey.
Really Simple Systems Pricing
Free: Supports up to two users | Professional: $30 per user, per month |
Really Simple Systems Pros | Really Simple Systems Cons |
|---|---|
Natural language search function | Lacks mobile apps |
Task management to keep teams on track | No option to automate workflows |
Quote and custom pricing tools with the Professional package | Free plan is limited to two users |
HubSpot: Best Lead Management CRM for Small Businesses
HubSpot’s contact activity feed (Source: Jason Aten)
Fit Small Business score: 4.20 out of 5
Why it’s great for small business: HubSpot’s features include smartform lead capture, a chat widget, and customer support ticketing, as well as email tracking and deal management. It can also be integrated with the Sales and Marketing Hubs for additional automation features, although HubSpot lost points for how expensive the add-on modules are. However, HubSpot’s free features make it a great option for budget-conscious businesses of any size needing CRM software for contact and lead management.
HubSpot Pricing
Free: Supports unlimited users | Sales and Marketing add-ons: From $50 per month |
HubSpot Pros | HubSpot Cons |
|---|---|
Contact enrichment via HubSpot Insights company database | Does not automatically log social media interactions |
Lead follow-up via Gmail and Outlook integration | Additional integrations may require paid subscriptions |
Automatic lead assignment | Limited customization options |
Insightly: Best Small Business CRM for Project Management
Insightly’s project dashboard (Source: Insightly)
Fit Small Business score: 4.18 out of 5
Why it’s great for small business: Insightly features tools to help teams manage vendors, prospects, and customers, and has numerous custom reporting options. Unfortunately, Insightly scored lower on inventory management, quotes, and order capabilities than other solutions on our list, so this is a great choice for businesses prioritizing CRM software that can help them manage both sales and projects.
Insightly Pricing
Free: Supports up to two users | Professional: $49 per user, per month |
Plus: $29 per user, per month |
Insightly Pros | Insightly Cons |
|---|---|
Vendor and customer management | Free plan limited to two users |
Customizable project pipelines | Small business plans lack quotes and order management |
Milestone tracker | No inventory management |
Bitrix24: Best Low-cost, All-in-One Small Business CRM
Bitrix24’s contact activity stream (Source: Bitrix24)
Fit Small Business score: 3.98 out of 5
Why it’s great for small business: Features on Bitrix24’s free plan include contact and project management, invoicing, help desk, telephony, and live chat. Paid plans add features such as CRM automations and unlimited pipelines. However, this solution was docked points for being a bit difficult to use, making Bitrix24 the best CRM for small businesses with agents who are experienced working with CRMs and want a free, all-in-one solution for their growing business.
Bitrix24 Pricing
Free: Supports unlimited users | Project+: Supports 24 users for $55 per month |
Start+: Supports two users for $19 per month | Standard: Supports 50 users for $79 per month |
CRM+: Supports six users for $55 per month | Professional: Supports unlimited users for $159 per month |
Bitrix24 Pros | Bitrix24 Cons |
|---|---|
Free plan supports unlimited users | Most paid plan have user limits |
Free plan includes telephony features to support call center environments | Paid plan for unlimited users is expensive |
Free multichannel support center to serve your customers | Free plan lacks marketing tools |
Pipedrive: Best CRM for Visual Pipeline Management
Pipedrive’s contact activity stream (Source: Jason Aten)
Fit Small Business score: 4.25 out of 5
Why it’s great for small business: Pipedrive missed scoring a higher rating due to its lack of a free service plan. However, a visual sales pipeline that lets teams see what is in the sales pipeline at a glance while also helping to manage sales of standardized products and services is worth a small fee for many companies. Pipedrive is a terrific choice for teams wanting a CRM with unique pipeline views that help reps quickly determine next steps.
Pipedrive Pricing
Essential: $12.50 per user, per month | Professional: $49.90 per user, per month |
Advanced: $24.90 per user, per month |
Pipedrive Pros | Pipedrive Cons |
|---|---|
Automated workflows | Lacks lead assignment and lead-based routing |
Unlimited customizable pipelines | Does not include lead scoring |
Drag-and-drop pipeline interface | Limited phone support |
Salesforce Essentials: Best Small Business CRM With Advanced Features
Salesforce’s lead management dashboard (Source: Salesforce)
Fit Small Business score: 3.48 out of 5
Why it’s great for small business: Salesforce Essentials came in last on our list because of its high barrier to entry for people new to using CRMs. However, the Salesforce ecosystem offers an extensive suite of software, including support, marketing automation, ecommerce, and analytics apps, so it’s worth a look for teams with the technical expertise to manage it. Salesforce is best suited to small businesses that need advanced features like territory-based lead assignment and reporting.
Salesforce Essentials Pricing
Salesforce Essentials: $25 per user, per month | Salesforce Professional: $75 per user, per month |
Salesforce Essentials Pros | Salesforce Essentials Cons |
|---|---|
Includes case management for customer support | Lacks a free plan |
Offers territory management | Upgrades can be expensive |
Robust forecasting tools | Steep learning curve |
Evaluating the Best CRM for Small Business
The best type of CRM software for small businesses should be relatively inexpensive and provide a simple process for managing and tracking customers and prospects. Upgrade plans should allow companies to expand efficiently and include features such as process automation, system integrations, email marketing, customization, and advanced reporting.
To evaluate each CRM solution objectively, we created a scoring system that takes several aspects of CRM software into consideration, such as:
- Service plan types, including free options, to fit a range of budgets
- Type and amount of features available for sales, marketing, and service teams
- Type and variety of systems integrations offered with each plan
- Customization tools
- Workflow automation
- Ease of setup and use
Our subject matter expert reviewed resulting scores for accuracy and also considered intangible elements of each CRM solution, like how speedy it is to use and whether the user interface is aesthetically pleasing. The final scores rank each CRM solution on a 5-star rating scale to determine which are the top contenders and which one is the best overall.
ARDHI SRES
Here is why I like Freshsales.
The help to automate the processes of incorporation of new potential clients, is an incredible function of this system, which helps to promote the sales flow of any organization. This software contains several integrations with other applications, so you can interact With other things from reminder calendars and calls. How it is normally carried out, in other highlights we can emphasize that it is quite easy to configure sequences, by which the platform automatically tracks people for you, being in the same way useful, for communication with the client when working on a project that requires their participation, which is an option that I love.
On the other side of the coin
We can highlight that its technical support system is quite deficient, the percentage of a useful response is very low, that is, it does not help at all according to the support to its customers on the platform it provides, this is a big problem due to Instead of solving, they would think about these inconveniences, since they only send a script or another completely useless question, mentioning that it can be improved for sales with the proposal generator in particular.
You can also consider reading here, smallbusinessmate.com/best-crm-software-2020/
Mathew Campisi
Why didn’t you add Velocity 360 CRM. In my opinion they are truly focused on what a CRM Should be and not a sales tool. A client of mines was using it and I switched from salesforce to Velocity 360 and it has been Awesome ever since. Just saying you should really check them out if you decide to update this article!
Amanda Norman
Hi Matthew,
Thanks for suggesting Velocity360 CRM. We review our buyers guides approximately once per year and can take a look at it then.
Thanks for stopping by!
Mandy, Moderator
Jan Brychta
If you used to work in Outlook, you can try fully implemented eWay-CRM…
Nikhita Habib
Hi, Great list. very helpful.
However, I think you should add ADOHM in the list too. It’s an AI-based Digital marketing tool that makes Marketing simpler. Have a look adohm.com
Let me know if we can talk further
Amanda Norman
Hi Nikhita,
Glad you like the article, and thanks for the suggestion.
We typically review and update our buyer’s guide once per year and will take a look at it then.
Thanks for stopping by!
Mandy, Moderator
Ben Rover
Pretty interesting article I must say. Enjoyed how you detailed the shortcomings and features of all of them. We used similar articles from other website in deciding the appropriate CRM for our company. It has been a rough road as we got stuck with Salesforce (because of their annual plan not because we liked it). Then later switched to Sugar at the end of that. Then a few months later to Zoho. None met our taste. We recently switched to Tapdesk in February and we are currently sticking with it cos everyone on both our sales and marketing team absolutely love it. Must say it should be on top of the list here. I think Tapdesk CRM is one of the best business tools our company has ever invested in.
Amanda Norman
Hi Ben,
Glad you enjoyed the article, and thank you for suggesting Tapdesk CRM. We review and update our articles approximately once per yer and will take a look at it then!
Thanks for reading!
Mandy, Moderator