CRM For SaaS: The Ultimate Guide For 2023

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      CRM For SaaS: The Ultimate Guide For 2023

      11' read
      11' read

      Customer relationship management (CRM) software is a set of tools and processes businesses use to manage customer relationships, relationships with suppliers and partners, product development, and sales process.

      These tools are often used by sales, marketing, and support staff to ensure they can take care of the most important people in their companies — their customers. A great CRM provider gives SaaS (Software-as-a-Service) businesses the ability to work more efficiently and build a more profitable business.


      SaaS companies are not all the same and they have different business needs.

      For example, some SaaS businesses only have one product or service to sell and only need a CRM that helps them track potential customers. Others, however, have multiple products or services with high lead-generation rates, so using a feature-rich CRM such as Microsoft Dynamics 365 is advantageous for them.

      In order to determine which CRM solution is best for your business, you need to understand how CRM systems benefit SaaS startups and brands, and what features you should look for in a CRM before deciding to opt for one.

      Also, we’ve presented the five best CRM software in the market for SaaS businesses so you could make a wise choice.

      Why SaaS Companies Need CRM

      Helps Build Strong Client Relationships

      A CRM solution provides real-time customer and prospect data for sales, marketing, and support teams, allowing them to make more informed decisions about the customers they can serve, their needs, and how to best satisfy them.


      When a company (SMBs and corporations) offers services as part of its product offering, it needs CRM software to help it maintain relationships with its existing customers as well as attract new ones. The company also needs a CRM solution to ensure that all employees are in sync when it comes to understanding how each one of them should interact with its clients or prospects.

      When a company signs up for a SaaS product, its customers are not just signing up for the product itself but also its services. The SaaS will be providing a set of services to its customers. The customer expects these services to be delivered seamlessly and without any hiccups.

      A SaaS firm needs an effective CRM system to track all the interactions between the company and its customers. This helps them understand what is working well and what needs improvement. They can then use this information to make data-backed decisions about the products they offer their customers.

      Helps You Identify The Gaps In The Sales Process

      SaaS firms use CRM software to guide their sales process, which means they can identify potential opportunities for new customers.


      Sales team can use CRM to create a detailed profile of each customer so that they can build rapport with them and identify their needs. A well-equipped CRM system helps salespeople predict how customers will behave, allowing them to customize their approach.

      For example, if you know that your average subscriber spends $500/month on your product, then it makes sense to send them an email promoting a product upgrade that would cost $75/month.

      CRM software also helps salespeople find out why customers leave before they do. This is important because it gives the company insight into what they need to improve in order to retain those customers once they’ve signed up.

      Helps Increase Customer Retention Rate

      Customer retention is a key factor for SaaS firms, as it is for any business that relies on recurring revenue. Therefore, it’s important for these companies to understand how their customers use their products and services.

      A high-level of customer loyalty means fewer churn rates and increased revenue over time — which is why measuring customer satisfaction and engagement levels is so important.


      SaaS companies typically have fewer customers than traditional businesses, so it’s important for them to retain their existing customers. They also need to find new ones.

      CRM software offers a way for SaaS firms to do this by tracking customer interactions with the product and generating reports on what they buy, how often they purchase it, and when they cancel their subscription. These insights can help SaaS firms improve their products, create more personalized marketing campaigns, and better understand which features are most important to customers.

      In addition to increasing customer retention, a well-designed CRM system can also help your business build a strong brand image and increase your visibility in the market.

      Helps Increase Productivity And Revenue Growth

      CRM software has been shown to increase productivity by up to 45 percent in companies that use it — on top of the increased revenue that comes from increased customer satisfaction and loyalty.


      The software helps salespeople make more calls, respond to emails more quickly, and track leads throughout the sales cycle. All this means less time spent managing customer information and more time spent selling — which leads to more revenue for your business.

      Helps You Provide Better Customer Support


      By tracking all client data, you can easily look up their contact details, and know who they are and what they need from you. You can also give them personalized offers based on their needs, which will help increase sales and loyalty among your existing customers.

      Helps Unify Sales And Marketing Teams And Effort

      There are different approaches to sales and marketing. Some firms have a sales department that’s separate from their marketing department, while others have a combined team. In either case, they all need to be able to monitor the performance of their sales efforts in relation to the budgeted revenue goals.


      The best way to do this is through a CRM solution. Sales managers use CRM software to track customer interactions and activity, which helps them see how well they’re doing at reaching out to prospective customers and how effective those interactions are. This information allows them to make adjustments as necessary so that their operations run smoothly and effectively.

      Helps Automate Sales Process

      The average sales process is complex and time-consuming, with a lot of manual steps involved. Manual processes can take from three to six weeks to complete. With manual processes in place, each salesperson has to perform their own tasks like creating leads, following up on those leads and then closing deals.


      CRM software automates this process by pulling all these elements together into a single platform in dashboard format so that salespeople don’t have to worry about doing all the work themselves. This allows them to focus on selling instead of having to follow up with clients who haven’t made purchases or update their contact information on file systems or email lists.

      Features To Look For In A CRM Solution For Your SaaS Company

      If you’re a SaaS company, the answers to this question may be different than if you were selling products. The key difference is that you don’t need to worry about building an infrastructure for your customers or prospects. Instead, you should focus on building a relationship with them and helping them achieve their goals.

      So what do you need from your CRM? You must consider the following important metrics:

      • The ability to track leads and contacts from other tools and systems (like marketing automation) so that you can easily cross-reference them against existing customer data in your CRM.
      • The ability to export leads and contacts into other tools so that they can be used elsewhere in the business. This is especially helpful when it comes to sales automation — having all of your leads in one place so that they can be easily imported into your CRM.
      • Automation features such as email marketing campaigns and lead scoring systems. These tools allow you to automate tasks such as sending regular email blasts as well as creating customized landing pages for each new lead who signs up for your services or buys something from your website.
      • User profiles. Users will often have different accounts with your company — perhaps they use your productivity tool for work and another one for personal use — so it’s important that each account has its own profile page where all of the user’s data is stored. You can also create user groups so that different types of users share certain privileges or access levels within your platform.

      Five CRM Software For SaaS Firms

      Microsoft Dynamics 365

      Microsoft Dynamics 365 is a SaaS CRM software that allows easy integration with multiple Microsoft products and tools, smoothing business operations in both, large and small businesses. It keeps you connected with your entire business with its comprehensive solution.


      The plans are sprawled across various categories such as — Customer Data Platform (beginning at $1500/tenant per month), Sales (beginning at $65/tenant per month), Service (starting at $60/tenant per month), Marketing (from $1500/tenant per month), etc.


      Easy Integration With Multiple Applications

      Microsoft Dynamics 365 CRM solution helps your business be more agile by providing a hyperconnected business environment. It provides you with an expansive portfolio of business applications that help you enhance overall customer experience and provide them with operational excellence.

      It lets you accelerate impact by:

      • Helping you create modular pre-built applications by allowing you to connect applications with the tools that are already in use.
      • Connecting end-to-end solutions with connected business applications. This helps in innovation across your teams, optimizing operations, and increasing customer engagement.
      • Rapid deployment and onboarding by solution implementation and user adoption.

      Enhanced Revenue Growth By Collaborative Sales And Marketing

      This SaaS CRM solution connects the sales and marketing teams which helps increase sales and customer engagement once your customers are in the sales funnel. With the help of unified data and collaboration tools, it offers you in-depth insights.

      The end-to-end customer view helps you:

      • Understand your customers better with unified data and take better decisions with AI forecasting.
      • Improve customer experience and enhance your sales pipeline with the help of automation and easy integration.
      • Close more deals faster with the help of productivity tools.


      Frequent Platform Crashes

      Even though it is user-friendly, this CRM platform has a complex UI. Also, the data storage capacity is low when compared to other feature-rich CRM solutions. The program closes at times for no apparent reason, which further lowers the user experience grade.

      Poor Data Input Functionality

      It’s difficult to add information about a new candidate. Adding a new lead is also time-consuming because it asks for the source of the lead in addition to various other details.


      Pipedrive is a sales CRM that simplifies the sales pipeline, allowing you to streamline productivity, increase lead generation rate and improve customer experience.


      It lets you:

      • Visualize where each sale stands in the sales cycle and keep the teams updated regarding different stages of the deal.
      • Streamline the sales process with automation and dynamic integration.
      • Optimize data with improved strategy and real-time insights.
      • Personalize email marketing campaigns for enhanced outreach.

      Pipedrive offers four different plans:

      • Essential at $9.90/user per month — helps you get organized and simplifies your sales process.
      • Advanced at $19.90/user per month — offers easy-to-use email and automation for scalability.
      • Professional at $39.90/user per month — Boosts your performance and revenue growth.
      • Enterprise at $59.90/user per month — Unlimited customization and support.


      Smart Email Strategy For Increased Number Of Prospects

      Pipedrive allows you to stay consistently connected with your prospects and engage with them more efficiently. It helps create brand awareness and builds trust to turn prospects into loyal customers.

      It uses the following communication tracking features:

      Email Inbox

      Pipedrive offers around 90 sales-dedicated features in its email inbox such as — email sync (lets you send or receive emails from both, Pipedrive inboxes as well as your work inbox), email templates (allows you to manage a personalized touch with your customers through its range of ready-made templates, so you can send more emails in less time), email tracking, group email, etc.

      Contact Management

      It provides you with a visual history of calls, emails, or any other contact-specific deal activity. It simplifies the follow-up procedure since you are well-informed about your customer’s interactional history. It includes features like contact maps, file attachments, and a contact timeline.

      Phone Integration

      Pipedrive offers Telephony Integration in its Marketplace, allowing you to make calls from the web. This allows faster call tracking, insights, and recording. Call logging is done automatically as completed activities under each deal.

      Smart Docs

      It helps streamline and automate the sales team procedures such as creating, sending, or managing quotes, and invoicing contracts and proposals. This helps in the faster closing of deals. It offers features like real-time tracking of open documents, template creation and sharing across the teams, document auto-filling with Pipedrive data, electronic signing of documents, etc.

      Power-Packed Lead Generation And Management

      Pipedrive offers a well-equipped lead management system with web forms, chatbots, prospectors, web visitors, and more.

      Its most catchy lead management features are:

      Pipeline Management

      With its intuitive interface, it lets you create and customize multiple pipelines allowing you to establish a unique sales process. Its sales-activity-focused approach helps you boost conversion rates and enhance your sales momentum. For example, the highlighted cues on the deal page indicate the overdue tasks or the deals which require your immediate attention.

      Leads Inbox

      You can manage and improve your pre-sales communications and declutter your CRM data. It allows you to store incoming leads, segregate the leads, and more. Its Smart Bcc and email sync feature helps transfer new leads from your Leads Inbox to your email.

      Smart Contact Data

      When you import your contacts from the web, all the vital information (such as social media handles — LinkedIn, Twitter, etc.) collected online can be done with a single click (which uses their email address to collect the information shared online). You can improve segmentation, manage lead scoring, and save time with its valuable insights.


      Slow Reporting

      The sales reporting is quite sluggish. It demands nearly 4-5 hours a month for exporting data from Pipedrive and building reports for review meetings. Also, the pricing is a bit on the higher side for the features provided. It has a limited range of use and accessibility for every feature, if not paid extra.

      Unrefined Marketing Automation

      Marketing automation can be more advanced than other CRMs so it is possible to work with integrations according to the user’s needs and the size of the business. Also, as the business grows, the database gets a bit difficult to manage and needs a lot of third-party app support — like Zapier.


      Salesmate is a full-suite CRM tool that comes loaded with solutions that your sales, marketing, and CX teams can use to streamline the business process lifecycle from the beginning to the deal closure stage. It allows you to access all the data — from lead capturing to lead management.


      It offers four paid plans:

      • Starter at $15/user per month — helps in building and organizing your sales functions.
      • Growth at $30/user per month — Sales automation and deal closure.
      • Boost at $50/user per month — helps accelerate revenue growth.
      • Enterprise — offers a host of customization options.


      Better Marketing Decisions With Lead Generation And Management

      With Salesmate, you can convert your prospects into highly-qualified leads. Features like chatbots, web forms, meeting schedulers, etc. turn your visitors on the landing pages into leads uploaded to the CRM system.

      It offers unlimited contact details storage. You can filter your leads and initiate more promising marketing and business decisions. It has over 100 filters in its Contact Management function for smooth data management.

      Pipeline Management And Sales Closing

      Salesmate allows the sales team to get a broader view of your open deals, helping them to find and focus on the right opportunities. It equips sales reps to better suggest the right product or service to the prospects based on their buying stage.


      Complex Texting Platform

      The texting platform of Salesmate, which should ideally be the most used way of communication, is a bit complex. The phone app doesn’t prioritize texting and there is no way to view the text conversations on the screen.

      Also, the monthly cost of sending text messages and phone minutes can turn exorbitant if not managed properly, since every single interaction adds up to the overall cost.

      Redundant Notifications

      Multiple repetitive notifications can be annoying.

      Also, during the manual data entry such as notes or activities, the form remains open even after it has been submitted.

      Sugar CRM

      The Sugar CRM software accelerates the sales process by allowing you to craft multi-channel marketing campaigns. Its AI-powered analytics help you enhance the overall business performance by improving deal predictions and diverting your attention to the right prospects.


      It offers four paid plans:

      • Market at $1000/month for 10k contacts — offers marketing automation
      • Sell at $49/month for a minimum of 3 users — offers sales automation
      • Serve at $80/month for a minimum of 3 users — offers customer service
      • Enterprise at $85/month for a minimum of 3 users — On-prem CRM with maximum control


      Strong Marketing And Sales Automation

      With Sugar CRM’s marketing and sales automation, you can build a powerful sales pipeline and speed up the sales cycle. It allows you to:

      • Create campaigns and content with mobile-friendly drag-and-drop builders and pre-designed templates.
      • Understand the workflow.
      • Predict customer expectations with SugarPredicts Auto-Machine Learning capabilities.
      • Analyze performance with strong analytics and a powerful BI-grade reporting module.
      • Manage customer engagement with personalized email communication.
      • Accelerate lead with AI-backed predictive lead scoring.

      Complete Control With On-Prem Deployment

      It helps you gain maximum control over the technology stack with its on-prem technology solution. You can access multiple customizable features and get an enhanced understanding of your customers for improved conversion rates, increased revenue growth, and unmatched customer satisfaction.


      Complex User Interface

      It can be extremely hard to understand how to navigate the system and how it works. Its visibly outdated interface doesn’t allow a user to configure it as per the requirement. The graphical interface is non-intuitive.

      Also, customer service is unresponsive when you need it most, and the issues remain unresolved.

      Complicated Integration With Other Platforms

      Adding a new source of voice assistant, mobile app, and chatbot to the SugarSell CRM reporting tool can be a complicated task. It requires additional developmental resources to be able to modify the implementation code.


      The HelpDesk CRM system offers you great collaboration for a streamlined workflow. It allows you to automate tasks and efficiently manage customer data. The easy integration of the HelpDesk ticketing system with the CRM and apps helps you track your daily work performance.


      It offers two feature-packed plans:

      • Team at $29/agent per month — offers features like multiple mailboxes, automated assignment and workflow, collision detection, private notes, and more.
      • Enterprise — Customized contracts with account manager, data migration assistance, and more.


      Custom Fields With Easy-To-Use Panels

      You can equip your tickets with added information by creating custom fields with the help of HelpDesk’s user-friendly panel. It allows you to:

      • Gain complete control over who can view or edit the custom fields in ticketing details.
      • Access four custom field types to store several data formats.
      • Personalize the custom fields and integrate them with your system by using API (Application Programming Interface) documentation.

      Team Collaboration For Increased Knowledge Sharing

      HelpDesk can be accessed by anyone in your company for free by using the Viewer accounts. Your teams can collaborate with multiple inboxes (for managing different emails in one place), private notes (allows you to add messages to the ticket threads which can be accessed only by your teams), and automated assignment rules to ensure a smooth workflow.


      Lacks Advanced Features

      HelpDesk lacks some progressive features as compared to other contemporary CRM software solutions for SaaS firms in the market.

      Also, the live chat product integration is difficult and mostly unproductive.

      Automated Responses Are Not Customizable

      This CRM tool doesn’t allow users to personalize automated responses for the customers. The automated answers can lead to unresolved queries leading to a great number of hostile customers.

      Wrapping Up

      CRM software is a vital asset for your SaaS business if you are looking to increase customer loyalty, experience, and sales. And many are already harnessing the value of organized customer data. Given the sophistication of CRM systems and their ability to provide essential data points related to prospects, customers, and leads, it is important that SaaS businesses select the right CRM solution according to their business needs. And having CRM software doesn’t have to be expensive, as long as you choose the product that meets your business needs and can be tailored to match your particular marketing, sales, and customer acquisition and retention strategies.