What is CRM software? Top 12 most popular CRM software

Building customer relationships is essential for the success of any company. However, manually tracking each customer’s information can become cumbersome for large-scale companies with specific processes and completely chaotic for others. In this article, let’s explore CRM software – a tool that helps organizations enhance customer experience and care activities, and discover the TOP 12 best free CRM software available today.

1. What is CRM software?

CRM software is a system that helps businesses store all customer information from various sources in the most complete and organized way.

All customer information, such as name, address, phone number, email, etc., and even detailed conversations between sales reps and customers, are stored and segmented. This allows administrators to easily track information and develop new, improved plans for the future.

2. TOP 12 Most Popular Free CRM Software Today

In this section, let’s explore and evaluate the pros and cons of the CRM software solutions used in the market.

2.1 1Office’s CRM Software

The 1CRM toolkit is known as a module within the 1Office business management software. With a customer base of over 6000+ businesses and 500,000 users, 1Office software in general and 1CRM in particular are among the most widely used software solutions in Vietnam today.

When using 1Office, your business will have access to a range of key features, such as:

• Manage customer information on the software; the customer data file is always available on the system, making it easy for employees to access and search.
• Each specific customer data entry is linked to the employee in charge, making it easier than ever for managers to supervise work.
• Create order and contract information directly on the system.
• Integrates with smart features such as sending emails, making calls or texting customers, and e-signing directly on the software.
• You can use the digital signature software to sign documents and contracts anytime, anywhere, quickly and easily.
• Supports filtering, classifying, and searching for customer information, standardizing the sales process.
• Set up automatic data distribution and build scripts for nurturing potential customers.
• Provides alert tools for debts, contract expiration dates, follow-up dates, etc.
• Supports recording sales and commissions, and links to the payroll calculation module of 1Office HRM.
• Automatic, visual, real-time report charts make it easy to track progress and business performance.

2.2 BizCRM Software

BizCRM (or Bizfly CRM) is a comprehensive CRM solution within the Bizfly Martech ecosystem (VCCorp – a unit with over 16 years of experience in the technology field in Vietnam), designed as an “operational data hub”. BizCRM helps medium to large enterprises consolidate all customer data and synchronize Sales, Marketing, and Customer Care processes across departments on a single platform.

BizCRM has been successfully implemented in many large enterprises in Vietnam, including Doji Group, Golden Gate Group, Tien Tho Bookstore, SOHACO, and Bao Tin Manh Hai, delivering outstanding business performance improvements.

Key features of BizCRM:

• Centralized 360° customer profile management: Consolidate data from multiple channels such as Website, Facebook, Zalo, Email, Call Center, etc., on a single platform.
• Sales pipeline management: Track the entire journey from lead, opportunity, to deal closing, as well as classify and score customers.
• Automated nurturing: Set up automated multi-channel nurturing scripts (Email, Zalo, SMS), a typical feature of modern CRM software that eliminates manual tasks.
• AI-powered operations: AI assists with quick customer information scanning (AI Scan), summarizing and transcribing calls to text, and more.
• Dashboard & comprehensive real-time reports: Customizable reports, updated in real time.

2.3 NextX CRM Software

NextX is a customer management and customer care software. NextX’s major differentiator is its very powerful mobile app system; all functions can be operated via the mobile app. NextX is one of the few all-in-one CRM software products on the market with 2 modules, including:

• NextX CRM customer management and care software
• PosX sales management software

Two products are integrated into one, meaning it has both customer management and sales management in the same system.

NextX’s outstanding features include:

• Multi-channel CRM software: integrates Facebook marketing, Zalo marketing, e-commerce platforms; the multi-channel system funnels lead sources into one place.
• Integrates the entire PosX sales management software and inventory management on a single platform.
• Marketing Automation is considered powerful and highly customizable.
• For Sales Automation, everything can be done via the mobile app: recording orders, creating quotes, managing deliveries… all through the mobile app.
• The module features the most comprehensive configuration for task management and customer care schedules. It can be customized based on purchasing behavior and products, allowing the system to automatically generate customer care schedules and send reminders directly on the mobile app.
• Intelligent reporting system analyzes customer behavior, purchasing habits, etc., through the sales forecast function.

2.4 IPOS CRM Software

This software is built primarily for F&B businesses such as restaurants, cafes, bubble tea shops, etc. It can be said that this software only serves specific, niche business models. However, it can also operate well even when the restaurant is busy or when the internet connection is lost; the software can still function normally.

Some main functions:

• Automatically send messages to customers who have used the product/service: Send birthday wishes to customers, interact with individual customers, or send news to different target groups (classified by behavioral indicators), etc.

• Create automatic reports on customer data and customer care activities: Revenue reports, fluctuation reports, and customer feedback reports, etc.
• Increase revenue from online orders: The restaurant’s menu is synchronized from the iPOS sales management system and will be displayed on connected channels like Zalo and Facebook to increase consumer demand for online ordering.

Usage cost: Contact a sales representative for a consultation

2.5 CRM Viet Software

Established in 2010, CRM Viet’s customer base currently includes 1500 businesses. Currently, this software supports several activities such as: customer relationship management, marketing automation, sales process support, task management, multi-channel integration, etc.

Some main functions:

• Customer support, Customer care.
• Marketing Management – Marketing Automation.
• Provides a Mobile version for users
• Multi-channel integration
• Task management

Usage cost: from 7,000,000 to 20,000,00/year.

2.6 Sapo’s CRM Software

This is a new feature launched by Sapo in mid-2021 based on the need to manage customers and run ads targeting customer groups who have previously interacted with the shop.

Some key features when using: 

• Helps sellers automatically segment and manage customers
• Build Marketing Automation strategies suitable for each customer group
• Easily distribute Marketing Automation campaigns through 2 channels: Zalo and SMS

Usage cost: Contact a sales representative for a direct consultation

See more: Effective KPI evaluation to enhance business capacity with 

>> The 12 most effective employee KPI evaluation software today

2.7 Getfly CRM Software

This is a customer management software primarily focused on small and medium-sized enterprises. When using Getfly for customer relationship management, you will experience some key functions: 

• Easily track work progress: Create a to-do list with specific deadlines, easily manage what needs to be done, and know the completion time for each corresponding task
• Track customer information: All customer data will be updated and stored systematically in GetFly CRM, such as: Name, business address, contact information, etc. 
• Clearly grasp order information and sales revenue: Business data is updated on the system hourly and weekly, helping managers understand the situation

Usage cost: From 200,000/person/month

2.8 Zoho CRM Software

Empowering small and medium-sized business administrators with a 360º customer relationship lifecycle management solution. 

Some key functions of the software: 

• Contact and sales channel management
• Lead management, workflow automation
• Task management, marketing campaign management, 
• Customer support and service
• Inventory management, reporting, and analysis

Usage cost: from $7-26/person/month

2.9 Hubspot Software

With a cloud-based platform, Hubspot helps companies of all sizes track and nurture potential customers as well as analyze business metrics. This is a user-friendly software suitable for all types of B2B and B2C businesses. 

Key functions of the software: 

• Provides features: sales automation, customer relationship management, email tracking, lead management, contact management
• Automatically tracks customer interactions via email, social media, live chat, or phone calls, etc.

Usage cost: $50/person/month

2.10 Pipedrive CRM Software

This is a customer relationship management software suitable for small business models, providing many customization options and workflow automation. However, this software does not offer project management tools and has relatively few email marketing tools.

Some key features:

• Customizable reporting dashboard
• Supports workflow automation
• You can quickly and easily customize each level of the process to fit your unique marketing and sales workflow.
• You can easily add deals, activities, and contacts using an intuitive layout.

Price: $14.5/user/month

2.11 Salesforce CRM Software

This software is accessible and easy to use for small businesses or new brands but is not suitable for large, rapidly growing enterprise models.

Some key features:

• Advanced features: Salesforce offers many advanced features—especially more than other CRM solutions. It includes advanced marketing automation, 24/7 customer support, and advanced contact and account management.
• Automated workflows and approvals: With Salesforce, you can automate business processes through a simple point-and-click interface.
• You can also add custom fields and tabs, email templates, advanced reports and dashboards, and automated task management.

Price: $25/user/month

2.12 Monday Sales CRM Software

Monday.com is a tool that supports the sales process and customer relationship management according to a defined workflow.

Some key features:

• Automatically retrieve reports on revenue, sales figures, goods, etc.
• Notifications for task assignments and deadlines
• Automate frequently recurring tasks
• Can import data from other sources and display it as charts to inform the business’s sales strategy

Price: $8/user/month

3. Benefits of using CRM software

Let’s look at the market share for customer relationship management software usage, as shown in the image below:

3.1. Increase work efficiency and revenue for the organization

By applying technology to the organization’s operational processes, businesses can quickly automate workflows, allowing simple tasks to be set up for automatic execution.

• For example: Automatically create calendar events, set appointment reminders, prioritize sales pipelines, and automatically identify new sales opportunities.

With this information, businesses can identify future opportunities, calculate growth potential to perform Cross sale or Upsale, convert existing customers to new products or services, and target new marketing efforts.

According to statistics from Statista—a German company specializing in market and consumer data—the demand for CRM software among businesses has been increasing since late 2017. In 2018, when numerous organizations in the market applied CRM software to customer relationship management, their revenue increased by more than 4 times compared to 2017.

3.2. Tactical Decision-Making

Having highly accurate data helps decision-makers stay updated with timely information, enabling them to react to market trends with more insightful and precise decisions. Detailed reports will show how your team is performing and which areas need improvement.

3.3. Data Security and Compliance

Security is always a top priority for any tool used in a business’s operational processes, especially when your organization is using a SaaS solution (meaning a large portion, if not all, of your customer data is in the cloud).

Customer data is incredibly valuable, especially in today’s digital age. As technology advances, individuals and even businesses have more information that needs to be secured. Securing it is not just about maintaining privacy; it’s about protecting beneficial relationships that directly impact your bottom line.

3.4. Mobile Accessibility

CRM software with a mobile application ensures your team has access to CRM data anywhere. Sales staff at a point of sale can retrieve information about nearby customers, meet them in person, and easily update new information for everyone in the company by updating the CRM via the mobile app.

Additionally, ensure that the CRM software you choose supports the mobile platform compatible with your employees’ mobile devices and that it offers sufficient features like the desktop version. Some applications only provide a view-only mode for information or your sales process and do not allow you to make updates until you use the desktop version.

4. Mistakes to Avoid When Choosing CRM Software

4.1. Lack of a Sales Strategy

In practice, a sales strategy helps guide a company’s marketing and sales activities to acquire potential customers, convert them into deals, and increase profits from these activities.

Using a CRM helps an organization optimize its sales process through automation and process optimization.

4.2. Not Clearly Defining Features

Businesses need to clearly identify which features in the CRM module their organization needs to best serve the company’s requirements. Additionally, not using all the features of the software leads to wasted money and redundancy.

4.3. Underutilizing Features

When your business uses a CRM just to store contacts and records, you are not leveraging its full potential. A CRM can also create opportunities like cross-selling and upselling, helping sales staff attract potential customers and adjust the organization’s marketing strategies.

How to Use 1Office CRM to Increase Efficiency in the Service Industry

The service industry, such as a financial consulting firm or a spa in Hanoi, requires a CRM not only to manage customers but also to optimize care processes and contract tracking. Software like NextX or Getfly offers multi-channel features and marketing automation, but their high cost (NextX from 200,000 VND/user/month) or lack of integration with human resource management makes them less effective for medium-sized service businesses.

1Office CRM solves this problem through tight integration with the 1Work and 1HRM modules. A financial consulting firm in Hanoi used 1Office to manage customer profiles and appointments, reducing contract approval time by 20% thanks to the integrated digital signature feature. The 1CRM module automatically classifies potential customers, sends appointment reminder emails, and tracks debts, helping the sales team focus on customer care. Real-time reports display conversion rates, allowing management to adjust strategies immediately. Integration with 1HRM also supports employee KPI evaluation, ensuring customer care performance remains high.

Through the article above, we hope the information 1Office provides brings useful value to your business. If you need any further consultation or answers, please contact us directly.