What is a Cloud CRM?




Cloud customer relationship management is the process of collecting and analyzing customer data during customer interactions in order to provide personalized experiences and improve customer service quality and sales performance. All this information, as well as wide range of tools that are required to manage customer interactions is included in the customer relationship management software. Such solutions have existed as on-premises software, but now wast majority of such tools are cloud-based – and here is why CRM and cloud computing are the greatest tandem.

What is cloud-based CRM software?

Cloud CRM software is customer relationship management software that uses cloud computing as a technology to store the software infrastructure and architecture. Such software is provided via SaaS model (Software as a Service), which means that you don’t have to purchase any hardware to set up the software, as it is provided via the Internet connection and you only have to pay for the subscription on monthly or yearly basis.

Cloud-based CRM solutions offer more advanced features to streamline business processes and improve the productivity of sales teams, including sales pipeline management automation, contact management, optimization for sales processes, business performance analytics, etc.

The difference between traditional on-premises CRM and cloud CRM

With traditional on-premises CRM,business is the owner and maintainer of the software infrastructure. This means that you have to purchase, set up and maintain all the infrastructure, which includes servers, server licences, cooling system, routers, etc. to get the software all set. Moreover, you also have to hire the IT team that will maintain the software installed and make sure that it will function properly.

By contrast, a CRM cloud solution means that the service provider maintains the infrastructure itself, without any need for you to pay for it or be involved in any organizational processes. This also relates to the security set up, so the only thing that you have to worry about is to hire employees and start working.

What SaaS and cloud offer?

A cloud-hosted CRM platform is a type of software-as-a-service (SaaS). As you could guess, there are also different types of software solutions that use this model, but CRM software is perhaps the most popular and widely used type of cloud software in the world, as it is difficult to underrate the importance of CRM cloud solutions for modern businesses.

Cloud CRM platforms are accessible from any part of the world via the Internet, and in some cases, they even have mobile applications that can be used by employees from any device and any place, which makes it also much easier to use for remote teams.

When it comes to integration, the CRM system that uses cloud computing is also the best option. Most cloud solutions have built-in integrations with key services, which are already designed and provided by vendors in order to win the competition. When it comes to on-premises solutions, you have to set up and install integrations on your own – and that’s not a cheap pleasure.

To put it simply, cloud-hosted CRM solutions are totally maintained by the vendor who is also your partner and this means that you can always ask about any upgrades or personalized improvements for your solution, and in 99,9% cases it will be possible to customize your solutions to meet business needs.

Benefits of cloud-based CRM system

A cloud-based CRM has numerous advantages compared to on-premise solutions, and let’s discuss these advantages in order.

Ease of installation: Without a need to purchase and set up hardware, installation cycle often takes less than 24 hours. This also means that set up process will be free in most cases, excluding those which contain specific requirements from your side.

Ease of operations: Cloud CRM systems often provide intuitive interface and advanced features, especially when it comes to integrations and AI-driven features. These features offer competitive advantages for businesses, and also such solutions are easier in terms of maintanance and onboarding.

Ease of collaboration: CRM solutions exist in different forms, mostly using the classification of three main types – collaborative, analytical and operational CRM systems. Nevertheless, most cloud solutions offer wide range of features that are used to ensure collaboration and internal communication between employees.

Flexibility: Cloud-based CRM system is much easier to customize and scale up, as its scalability is provided from the vendor’s side, which means you only have to pay for functions you need, but all the organizational processes will be provided by the company.

Enhanced security: Even though there are some security concerns regarding cloud-based software, they are mostly myths created by people, who don’t trust in modern solutions. Security of cloud platforms is so advanced that the chance of data leak or hack is eliminated, and also the responsibility for the security is on vendor’s side.

What can cloud CRM be used for?

A CRM is about its features, so to define its capabilities and performance we have to find out which key features are provided in such solutions.

Customer information: First and foremost, a CRM is about collecting customer data and storing it in an accessible and comprehensive way. So, a powerful CRM has to record customer data, track customer interactions and allow you to store and edit this data in order to use it in the future for customer service personalization.

Platform integrations: A good CRM has to be integrated with other vital business systems, such as contact center software, ticketing systems, marketplaces and delivery services. All these integrations have to be easily installed and operated from the single interface.

Dashboard: The dashboard is a format of providing insights and analytics to your sales managers to let them make informed decisions and decide what is the best approach to manage business operations. Dashboards have to include all required metrics and data that will let you drive your business forward.

Automation: An intelligent CRM be able to automate most manual and repetitive tasks in order to improve manager productivity and performance. Such tasks include sending follow-up messages, notifying customers, automating other communications, collecting customer data and providing analytics. Automation has to cover all tasks that can be automated without the risk of losing efficiency of these operations.

Data management: A CRM is the main warehouse of your data, so it has to manage such data effectively. Nevertheless, the data has to be easily accessible from the single interface and used by employees when it is needed.

How to choose a cloud CRM

Choosing a cloud-based CRM involves several crucial steps to maximize its potential. Firstly, identify your organization’s needs and goals clearly to use as criteria when comparing CRM options. Secondly, define a budget to prioritize features while considering costs. Thirdly, understand the features and benefits of each CRM comprehensively to ensure alignment with your objectives. Lastly, choose a reliable partner capable of supporting your organization’s current and future needs as it evolves over time.