Best CRM System – 10 Features to Look for – Ultimate Guide

10 Features to Look for in the Best CRM Systems: Your Ultimate Guide


In today’s competitive business landscape, having an effective Customer Relationship Management (CRM) system is crucial for managing customer interactions, streamlining sales processes, and ultimately driving business growth. 


With numerous CRM options available in the market, it can be challenging to choose the right one for your business. This ultimate guide highlights the top 10 features you should look for when selecting a CRM system that best meets your needs.

10 Features of the Best CRM Systems


  1. User-friendly interface

  2. Customizability and scalability

  3. Contact and lead management

  4. Integration capabilities

  5. Sales and marketing automation

  6. Reporting and analytics

  7. Mobile accessibility

  8. Security and data protection

  9. Customer support and training

  10. Pricing and Value for Money


Softwareista Key Takeaway – 10 Features to Look for in the Best CRM Systems


  1. Intuitive User Interface: The best CRM systems should have a user-friendly interface that enables easy navigation and seamless user experience.

  2. Contact Management: A robust contact management feature is essential, allowing businesses to store, organize, and access customer information efficiently.

  3. Lead Management: Effective lead management tools help businesses track, prioritize, and convert leads, maximizing sales opportunities.

  4. Sales Pipeline Management: CRM systems should offer comprehensive sales pipeline management features, enabling businesses to visualize and track opportunities.

  5. Customer Support Tools: High-quality CRM systems should include tools like ticketing systems, live chat, and other features to manage customer support requests efficiently.

  6. Marketing Automation: CRM software should provide tools for creating, executing, and tracking marketing campaigns to optimize campaign performance and ROI.

  7. Reporting and Analytics: The best CRM systems will offer advanced reporting and analytics features, providing valuable insights to inform data-driven decision-making.

  8. Integration Capabilities: CRM systems should seamlessly integrate with existing software tools and platforms to streamline business processes and enhance overall productivity.

  9. Customization Options: CRM solutions should offer a range of customization options to tailor the system to each business’s unique needs and processes.

  10. Vendor Support and Resources: Top CRM systems will be backed by responsive vendor support, as well as comprehensive training resources, ensuring smooth implementation and user adoption.




Feature 1: User-friendly Interface of CRM Software

A. Importance of a user-friendly interface

1. Enhances user adoption and satisfaction: 

An intuitive interface increases the likelihood of team members using the CRM system consistently and effectively, which leads to higher satisfaction rates among users.

2. Reduces training time and costs: 

With an easy-to-use interface, less time and resources are needed to train new users, resulting in lower onboarding costs and faster time to productivity.

3. Increases productivity and efficiency: 

A user-friendly CRM system enables users to quickly find and use the features they need, leading to increased productivity and streamlined processes.

4. Minimizes user errors and frustration: 

An intuitive interface reduces the potential for errors and confusion, helping users feel more confident in their work and reducing frustration.

B. Characteristics of a user-friendly interface

1. Intuitive navigation and layout

a. Clear menu structures and organization: 

A well-organized interface with logical menu structures makes it easy for users to navigate the CRM system and locate the features they need.

b. Consistent design elements across the platform: 

Consistent visual design and layout throughout the CRM system promote familiarity and make it easier for users to learn and use the software.

2. Easy-to-use data input and management tools

a. Streamlined forms and fields: 

Simplified and well-structured data input forms help users enter and manage data efficiently and accurately.

b. Context-sensitive help and tooltips: 

Providing helpful information and guidance within the context of the CRM system makes it easier for users to understand how to use different features and complete tasks.


3. Customizable views and dashboards 

a. Personalized user experience:


Allowing users to customize their views and dashboards enables them to focus on the most relevant information and tasks, improving productivity and overall user satisfaction. 


b. Quick access to relevant information and tasks: 


A well-designed interface ensures that users can quickly find and access the information they need to perform their tasks, saving time and reducing frustration. 


4. Accessibility and support for diverse users 


a. Compatibility with screen readers and other assistive technologies: 


Ensuring that your CRM system is accessible to users with disabilities promotes inclusivity and allows all team members to effectively use the system. 


b. Multilingual support for global teams: 


Offering multilingual support within the CRM system helps users who speak different languages collaborate effectively and feel more included in the organization.

C. Evaluating CRM systems for user-friendliness

1. Request a demo or trial version to test the interface: 


Trying out the CRM system firsthand allows you to evaluate its user-friendliness and determine if it meets your team’s needs.

2. Gather feedback from team members who will use the CRM: 


Encourage your team members to provide input on the user-friendliness of the CRM system, as their perspectives can help inform your decision.

3. Consider training resources and onboarding support available from the provider: 


Investigate the training materials, resources, and support offered by the CRM provider to ensure a smooth onboarding process and ongoing user assistance.

Feature 2: Customizability and Scalability of CRM Software

A. Customizability: Tailoring the CRM to your business

1. Custom fields and forms

a. Adding, modifying, or removing data fields to match your unique data requirements: 

Customizing data fields ensures your CRM system aligns with your specific business needs and data collection practices.

b. Designing custom forms to streamline data entry and improve consistency: 

Tailoring forms to your unique processes and requirements can help users enter data more efficiently and maintain data consistency across the organization.

2. Custom workflows and process automation

a. Designing tailored workflows to mirror your internal processes:

 Customizing workflows within the CRM system to match your existing processes helps maintain continuity and ensures the CRM aligns with your business needs.

b. Implementing automation rules to reduce manual tasks and increase efficiency: 

Automating repetitive tasks within the CRM system saves time, reduces human error, and allows your team to focus on higher-value activities.

3. Personalized user roles and permissions

a. Defining specific access levels and permissions for different team members: 

Customizing user roles and permissions helps maintain data security and ensures that each team member has the appropriate level of access to the CRM system based on their responsibilities.


b. Ensuring data security and compliance with internal policies: 

Properly managing user access and permissions helps protect sensitive data and maintain compliance with your organization’s data privacy and security policies.

B. Scalability: Growing with your business

1. Modular architecture and feature expansion

a. Adding new modules or features as your needs evolve: 

A scalable CRM system allows you to expand its functionality by adding new modules or features as your business grows and your requirements change.

b. Integrating with additional third-party tools and services: 

A scalable CRM should be able to easily integrate with other tools and services you may adopt in the future, ensuring seamless data flow and efficient processes across your technology stack.

2. Supporting an increasing user base

a. Easily adding or modifying user accounts as your team grows: 

As your organization expands, your CRM system should be able to accommodate new users without compromising performance or user experience.

b. Ensuring consistent performance and user experience with a growing number of users: 

A scalable CRM system should maintain its performance and usability even as the number of users increases, ensuring a consistent experience for all team members.

3. Adapting to changing business processes and strategies

a. Flexibility to adjust workflows and automation rules as your business evolves: 

A scalable CRM system should allow you to easily modify workflows and automation rules to adapt to changes in your business processes or strategies, ensuring that the CRM remains effective and aligned with your organization’s needs.


b. Keeping up with industry trends and technological advancements: 

A scalable CRM system should be regularly updated and enhanced by the provider to stay current with industry trends and technology, allowing your organization to remain competitive and leverage the latest CRM innovations.

C. Assessing CRM systems for customizability and scalability

1. Review product documentation and case studies for examples of customization and scaling: 

Examine the CRM provider’s materials and customer success stories to understand how the system has been customized and scaled for other organizations with similar needs.

2. Consult with the CRM provider to discuss your specific needs and growth plans: 

Engage in a conversation with the provider to ensure that their CRM system can be tailored to your unique requirements and can scale to accommodate your future growth.

3. Consider the long-term value and potential return on investment (ROI) of a customizable and scalable CRM solution: 


Assess the long-term benefits and ROI of investing in a CRM system that can be customized and scaled, taking into account the potential cost savings, increased efficiency, and improved user satisfaction.

D. Balancing customizability and ease of use

1. Recognizing the importance of maintaining a user-friendly interface while customizing the CRM: 


Keep in mind that customizations should not compromise the usability of the CRM system or make it more difficult for users to perform their tasks effectively.

2. Prioritizing customizations that enhance user experience and productivity: 


Focus on customizations that improve user experience and productivity, rather than ones that simply add unnecessary complexity or don’t provide significant value.

3. Collaborating with your team to identify the most crucial customizations and to avoid unnecessary complexity: 


Engage your team in the customization process to ensure that the CRM system is designed to meet their needs and requirements while avoiding unnecessary complexity that could hinder productivity.

E. Preparing for growth and change

1. Developing a roadmap for future CRM enhancements and upgrades: 


Create a plan for future enhancements and upgrades to the CRM system that aligns with your organization’s growth plans and evolving needs.

2. Regularly reviewing and updating your CRM strategy to align with business goals: 


Ensure that your CRM strategy remains aligned with your organization’s broader goals and objectives, and adjust it as necessary to maintain alignment over time.

3. Investing in ongoing training and support to ensure your team can adapt to new features and functionalities as your CRM system evolves: 


Provide ongoing training and support to ensure that your team members can adapt to changes in the CRM system and take advantage of new features and functionalities as they are added.


Feature 3: Contact and Lead Management – CRM


Efficient contact and lead management are critical components of any successful CRM system. 


By effectively managing your contacts and leads, you can build and maintain strong relationships with your clients, leading to increased sales and revenue growth.


Your CRM should provide easy organization and tracking of customer data, allowing you to quickly access important information about each client. 


This includes details such as contact information, purchasing history, and communication logs. 


With this information readily available, you can provide personalized and efficient customer service, enhancing the customer experience and increasing customer loyalty.

Softrareista would add:


Additionally, your CRM should offer tools for managing and nurturing leads as they move through the sales pipeline. 


This includes features such as:


  1. Lead scoring

  2. Lead assignment

  3. Lead tracking


By automating these processes, you can ensure that leads are effectively managed and nurtured, ultimately increasing your conversion rates and boosting sales. 


Your CRM should also provide a comprehensive view of your sales pipeline, allowing you to identify and address potential roadblocks to closing deals. 


By tracking and analyzing the progress of each lead through the pipeline, you can make informed decisions and take timely action to move deals forward.

Feature 4: Integration Capabilities of CRM Solution


Integration capabilities are crucial for a seamless workflow between your CRM and other software and tools. 


The best CRM systems support popular third-party applications, such as email, marketing automation, and accounting software, ensuring smooth data flow between platforms. 


This not only saves time but also helps you maintain accurate and up-to-date information across all systems.


By integrating your CRM with other applications, you can streamline your workflow and reduce the need for manual data entry. 


This not only saves time but also reduces the risk of errors and improves data accuracy. 


For example, by integrating your CRM with your email marketing software, you can automate email campaigns and track their effectiveness. 

By integrating your CRM with your accounting software, you can ensure that your financial records are up-to-date and accurate, enabling you to make informed financial decisions.

Softrareista would add:


Overall, integration capabilities are essential for ensuring that your CRM is an effective tool for managing your customer relationships. 


By seamlessly integrating with other applications, your CRM can help you maintain accurate and up-to-date information, streamline your workflow, and improve the overall efficiency of your business processes.

Feature 5: Sales and Marketing Automation with CRM


Sales and marketing automation features are game-changers when it comes to efficiency and productivity. 


Your CRM should offer automation features that streamline repetitive tasks, allowing your team to focus on more strategic activities. 


By automating tasks such as lead nurturing, follow-up emails, and sales pipeline management, you can reduce the time and effort required for manual tasks and improve your team’s productivity.


Sales and marketing automation features also enhance collaboration between your sales and marketing teams, leading to more effective campaigns and improved results. 


By automating the handoff of leads from marketing to sales, you can ensure that leads are properly qualified and routed to the right sales rep at the right time. 


This can help increase conversion rates and improve the overall efficiency of your sales process.

Softrareista would add:


Marketing automation features can help you generate leads and create personalized marketing campaigns that are tailored to the specific needs of your customers. 


By automating email campaigns, social media posts, and other marketing activities, you can reach your target audience more effectively and efficiently. 


This can help you attract new customers, increase brand awareness, and ultimately drive sales growth.


Overall, sales and marketing automation features are crucial for maximizing the effectiveness of your CRM system. 


By streamlining repetitive tasks, enhancing collaboration between teams, and generating more effective marketing campaigns, your CRM can help you achieve your business goals and drive long-term success.

Feature 6: Reporting and Analytics in CRM Software


Access to real-time data and insights is crucial for making informed decisions in any business. 


The best CRM systems provide customizable reports that allow you to track performance metrics and identify trends. 


This information can help you make data-driven decisions, optimize processes, and ultimately, grow your business.


With reporting and analytics features, you can gain valuable insights into your customer interactions, sales pipeline, and overall business performance. 


By customizing reports to meet your specific needs, you can track metrics such as customer engagement, sales conversion rates, and revenue growth. 


This information can help you identify areas for improvement and make data-driven decisions to drive business growth.

Softrareista would add:


Reporting and analytics features can also help you track the effectiveness of your marketing campaigns. 


By analyzing metrics such as open rates, click-through rates, and conversion rates, you can identify which campaigns are most effective and make adjustments to improve their performance.


Overall, reporting and analytics features are critical for any CRM system. 


By providing real-time data and insights, your CRM can help you make informed decisions, optimize processes, and drive business growth.

Feature 7: Mobile Accessibility of Your CRM


In today’s fast-paced business environment, having access to your CRM on the go is vital. 


The best CRM platforms offer mobile apps that provide consistent functionality across desktop and mobile devices, allowing your team to access critical information and perform tasks from anywhere, at any time. 


This increases productivity and ensures that important customer interactions are not missed, even when your team members are away from the office.


Mobile accessibility features also enable your team to respond quickly to customer inquiries and provide personalized service, regardless of their location. 


With real-time access to customer data and communication logs, your team can provide timely and accurate information, enhancing the customer experience and building stronger relationships.

Softrareista would add:


Mobile accessibility features can help your team stay organized and productive while on the go. 

With features such as task management, calendar integration, and team collaboration, your team can stay on top of their work and collaborate effectively, even when they are not in the office.


Overall, mobile accessibility features are essential for any CRM system. By providing consistent functionality across desktop and mobile devices, your CRM can help your team stay productive and responsive, regardless of their location.

Feature 8: Security and Data Protection in CRM


Protecting your customer data should be a top priority for any CRM system. 


Ensure that the CRM you choose complies with data privacy regulations, such as GDPR, and implements robust security measures to safeguard sensitive customer information. 


This not only protects your business from potential data breaches but also helps build trust with your customers.


Security and data protection features should include measures such as encryption, access controls, and regular data backups. 


Your CRM should also provide features that allow you to control user access to sensitive data and track user activity to prevent unauthorized access or data breaches.

Softrareista would add:


Your CRM should also provide features that enable you to easily manage and monitor data privacy and compliance requirements. 


This includes features such as data retention policies, data subject access requests, and data deletion capabilities.


Overall, security and data protection features are critical for any CRM system. 


By implementing robust security measures and complying with data privacy regulations, your CRM can protect your business from potential data breaches and build trust with your customers.

Feature 9: CRM Customer Support and Training


When choosing a CRM system, consider the level of customer support and training resources offered by the provider. 


A responsive and knowledgeable support team can help address any issues or concerns you may have quickly, minimizing downtime and ensuring smooth operations. 


Additionally, access to training resources and documentation is essential for successful onboarding and adoption of the CRM system across your organization.


The best CRM providers offer a variety of support options, including:


  1. Phone

  2. Email

  3. Live chat support


They also provide a knowledge base with documentation and guides to help you troubleshoot common issues and learn about new features. 


Access to a community forum or user group can also be beneficial for connecting with other users and getting advice and support.

Softrareista would add:


Moreover, training resources are crucial for ensuring that your team can effectively use the CRM system to meet your business needs. 


Training options may include:


  1. Online courses

  2. In-person training sessions

  3. Self-paced learning resources


These resources should be tailored to the needs of your team and should cover topics such as data entry, reporting and analytics, and best practices for managing customer relationships.


Overall, customer support and training resources are essential for any successful CRM implementation. 


By choosing a provider that offers responsive support and comprehensive training options, you can ensure that your team can use the CRM system effectively and achieve your business goals.

Feature 10: CRM Pricing and Value for Money


When considering a CRM system, it’s essential to understand the pricing structure and tiers offered by the provider. 


While cost shouldn’t be the only determining factor, it’s crucial to assess the value for money based on the features offered and your specific business needs. 


Investing in the right CRM system should yield a positive return on investment over time, helping your business grow and succeed.


Some providers offer a tiered pricing structure that includes basic features at a lower price point and more advanced features at higher tiers. 


Others offer a single pricing plan that includes all features. 


It’s essential to evaluate the features included in each pricing plan and consider whether they meet your business needs. 


You should also consider any additional costs, such as implementation and customization fees, as well as ongoing maintenance and support costs.

Softrareista would add:


In addition, it’s important to consider the long-term value of the CRM system. 


A system that provides advanced features and comprehensive customer support may be more expensive initially, but it may offer a better return on investment over time by enabling your team to work more efficiently, close more deals, and build stronger customer relationships.

Softwareista Final Word


Finding the best CRM system for your business involves carefully evaluating the top 10 features outlined in this guide. 


By prioritizing a user-friendly interface, customizability, efficient contact and lead management, seamless integration capabilities, automation, robust reporting and analytics, mobile accessibility, security and data protection, responsive customer support, and reasonable pricing, you can ensure that your chosen CRM system will effectively support your business’s growth and customer relationship management needs.


Remember that investing in the right CRM system can significantly enhance your business efficiency and help you build strong, long-lasting relationships with your customers. 


Take the time to research and compare various CRM options, and choose the one that aligns best with your unique requirements and goals. With the right CRM system in place, you’ll be well-equipped to thrive in today’s competitive business landscape.


Some of the top CRM Solutions are: SalesforceKeapZoho CRM


Softwareista FAQ Section – 10 Features to Look for in the Best CRM Systems


  1. What is a CRM system?

A CRM system is a software tool used by businesses to manage interactions with their customers and prospects. It helps businesses organize and track customer information, automate sales and marketing processes, and ultimately, improve customer relationships.


  1. Why is it important to choose the right CRM system for my business?

Choosing the right CRM system can have a significant impact on the success of your business. A good CRM system can help you improve customer relationships, streamline business processes, and ultimately, increase sales and revenue growth.


  1. What are the key features to look for in a CRM system?

There are several key features to look for in a CRM system, including contact and lead management, integration capabilities, sales and marketing automation, reporting and analytics, mobile accessibility, and security and data protection.


  1. How do I determine which features are most important for my business?

The features that are most important for your business will depend on your specific needs and goals. Consider factors such as the size of your business, the complexity of your sales and marketing processes, and the level of customization and automation you require when evaluating CRM systems.


  1. Can I customize my CRM system to fit my business needs?

Yes, many CRM systems offer customization options that allow you to tailor the software to fit your specific business needs. This includes features such as customizable fields, workflows, and reporting.


  1. What type of support and training should I expect from a CRM system provider?

A good CRM system provider should offer responsive customer support and training resources to ensure successful onboarding and adoption of the system across your organization. Look for providers that offer comprehensive documentation, training videos, and other resources to help you get the most out of your CRM system.


  1. How do I evaluate the pricing and value for money of a CRM system?

When evaluating the pricing and value for money of a CRM system, consider the features offered and how they align with your specific business needs. Look for providers that offer flexible pricing plans and free trials to allow you to test the system before committing to a purchase. Additionally, consider the potential return on investment that the CRM system can offer over time.


  1. Can I integrate my existing software and tools with a CRM system?


Yes, many CRM systems offer integration capabilities with popular third-party applications, such as email, marketing automation, and accounting software. This allows for a seamless workflow between platforms and helps maintain accurate and up-to-date information across all systems.


  1. How does sales and marketing automation work in a CRM system?


Sales and marketing automation features in a CRM system streamline repetitive tasks, allowing your team to focus on more strategic activities. These features can include lead nurturing, follow-up emails, and sales pipeline management. Automation can also enhance collaboration between your sales and marketing teams, leading to more effective campaigns and improved results.


  1. How can reporting and analytics features in a CRM system help my business?


Reporting and analytics features in a CRM system provide real-time data and insights into customer interactions, sales pipeline, and overall business performance. Customizable reports can track metrics such as customer engagement, sales conversion rates, and revenue growth, allowing for informed decision-making and process optimization. Additionally, reporting and analytics can help track the effectiveness of marketing campaigns and identify areas for improvement.

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