Just like individuals, businesses experience growth and subsequent growing pains. As they evolve and expand, their operations become more intricate, necessitating advanced business solutions. An enterprise CRM is one such solution.
Perhaps at one stage, you were managing your customers with the help of standard CRMs (or perhaps even Sheets), however, past a certain threshold, you need an integrated, customizable solution that is able to connect various business departments and automate and streamline sales, marketing, service, commerce, and so on.
An enterprise CRM caters to your distinct business requirements, optimizing efficiency and profitability. According to Forrester, 84% of software decision-makers at enterprises in 2022 said their firm plans to use CRM, such as sales force automation (Forrester’s Software 1 Survey, 2022).
What is Enterprise CRM Software?
Enterprise CRM is a customer relationship management software that supports the key activities of targeting, acquiring, retaining, understanding, and collaborating with customers for enterprise-level businesses.
However, the size of your business is not the only reason to invest in an enterprise CRM. Along with that, enterprise CRM software is aimed at organizations that require intensive collaboration between multiple departments and fast and easy access to customer and company data. The teams that benefit from it the most are Marketing, Sales, Customer Services, Accounting, and others.
Typically, enterprise CRMs help companies better engage with customers by offloading repetitive work and facilitating various business processes. It must be noted that enterprise CRM software often requires a dedicated onboarding process. Competent use of such CRM can cover a plethora of your business needs and cut down time and effort spent on routine tasks and processes.
Basically, an enterprise CRM is a one-place hub for all the customer interactions, data, and business process automation (BPA) inside your organization.
8 Key Features of Enterprise CRM Software
Enterprise CRM software must be highly comprehensive to address diverse business processes and tasks effectively. Its extensive customization options further complicate creating a definitive list of required features. However, amidst this variability, there are common processes that most organizations share, leading to key features defining modern enterprise CRM software.
Identifying these, we've distilled eight crucial features that facilitate these shared processes.
For Sales teams, CRMs have become a go-to software to support their work, so it’s no surprise that sales management is one of the features required.
An enterprise CRM supports your sales development representatives through the whole process from predicting future sales performance to contract management. To be exact, an enterprise CRM offers the following features:
- lead and pipeline management,
- sales forecasting and reporting,
- sales automation,
- sales analytics,
- contract management,
- task management and productivity tracking.
All these features aim to take off a load of your Sales team and give them time to do what they do best – talk to customers and sell.
For example, one of the processes that can be easily automated through an enterprise CRM is customer follow-up. You can set up certain events that trigger the follow-up emails such as the time passed since the last point of contact. Your whole pipeline can be supported by these automated processes, safeguarding it from human errors and boosting your efficiency.
360-degree customer view
The Customer 360 view consolidates diverse customer data into a single workspace, enabling cross-team collaboration to swiftly identify customer needs and growth potentials.
This comprehensive analytics tool facilitates efficient customer understanding and engagement across teams. For instance, Sales teams can track customer pipeline status, while Customer Service accesses interaction history and reported issues.
An enterprise CRM aids marketing teams by integrating diverse channels like paid ads, social media, newsletters, and events into a unified platform. It facilitates audience analysis, segmentation, opportunity identification, and automated customer touchpoints within the sales funnel.
Customer service capabilities
CRMs are essential for all-embracing customer service. An enterprise CRM is likely to have robust contact management features that enable you to communicate with your customers across various channels. In addition to that, it will include the ability to build a knowledge base for your team with all the information needed to support your customers.
It will also provide your team with case management functionality to give you control over the entire customer service lifecycle. That way the software enables your customer care team to comprehensively assist your customers without any impediments.
Collaboration and productivity tools
Essential for internal team connectivity and broader company collaboration, collaboration tools are integral to any enterprise CRM. These tools, including messengers, task managers, and data-sharing solutions, facilitate seamless collaboration across teams.
Analytics and reporting
By collecting and organizing all the key analytics in one place, your organization makes it easy to access and present them. Enterprise CRMs pull data and insights from various departments and incorporate them into reports.
Gone are the days when you needed to ask 5 different executives for data points to evaluate your company’s performance – CRMs automate data collection and analysis allowing you to build reports for any occasion.
Moreover, you can fully automate your reporting and regularly share key insights with your team without any additional effort.
Effortless integration and marketplace
Enterprise CRMs offer impressive features, but integrating with other business tools like enterprise resource planning (ERP), payment systems, and video conferencing software is crucial for seamless operations.
A robust enterprise CRM prioritizes seamless integration, often through marketplaces like those offered by Creatio, Pipedrive, or Zoho. These marketplaces provide specific integrations, ensuring support for unique business processes beyond out-of-the-box functionalities.
Let’s face it – if your enterprise CRM doesn’t offer any AI-powered tools in 2023, you’re lagging behind. AI can assist you with simple repetitive tasks and allow more time for productive work that matters most to the business – and all in all, isn’t it the goal of every enterprise CRM?
It’s important to consider the unique features your business may require for example specialized workflows or advanced integration. Read further to check out the market’s offers and decide which software will fit your specific requests.
14 Best Enterprise CRMs in 2024
To compile a list of top enterprise CRMs, we ran comprehensive research gathering resources from independent advisory companies, user review platforms, etc.
This article covers the main capabilities, stand-out features, and what kind of company will benefit the most from certain software. We also state the pricing for the Enterprise or equivalent plans of the CRM when it’s possible.
Creatio aims to provide one customizable platform that covers all your business automation needs.
Its main strength comes from its no-code composable architecture, where any CRM elements can be assembled to create unique experiences. The UI is also fully customizable with its Freedom UI feature. These features provide you the ultimate freedom to to create and automate CRM-specific applications or business processes without the need for coding knowledge.
As for its ready-made offers, Creatio provides solutions for Sales, Marketing, and Customer Service which are fully customizable and can be updated to cater to your specific needs. In addition to that, you can choose from 20 industry-specific solutions that back the particular processes in financial services, manufacturing, transportation, and so on. Field Sales and Service capabilities are also available and are further strengthened by a supplemental Marketplace solution.
The software offers a wide range of analytics and reporting features with customizable dashboards. Moreover, Creatio’s capabilities are enhanced by its use of AI and Machine Learning with powerful features like predictive scoring, sentiment analysis, next-best actions, and more.
The integration capabilities are quite powerful. In addition to in-built integrations you can get specialized integrations on the Marketplace. On top of integrations and connectors, there are applications, add-on, business templates and industry-specific solutions.
Creatio’s wide range of productivity and collaboration features includes its own Enterprise Social Network that allows users to communicate in real time.
Creatio offers transparent pricing with no hidden costs and payable add-ons that are required to streamline your business processes. The pricing model is composable, meaning you can pick and choose which functionalities you want to purchase.
Who is it for
Customers who require a flexible scalable solution that balances ultimate customization and powerful turnkey capabilities.
For enterprise companies, there are two plans available:
Enterprise - $55 per user/month (offers you core enterprise functionality)
Unlimited - $85 per user/month (offers additional perks such as unlimited database storage, governance for your no-code apps, advanced support and more)
Salesforce is a true veteran of the industry. It’s defined by the sheer volume of various instruments and solutions it provides, including such well-known tools as Tableau for analytics and Einstein AI.
It boasts a wide portfolio of applications and an extensive developer network. Such an advanced ecosystem provides infinite opportunities for automation and integration of all your activities.
The enterprise CRM includes one of the strongest analytics potential in the industry. Its Customer 360 view is enriched by data from the Customer Data Platform. The suite incorporates a broad number of packaged insights and offers tools to create custom models for analysis.
Salesforce also includes some low-code and no-code tools to enable personalization.
The main challenge that comes with Salesforce is the difficulty of its adoption and onboarding. While the software has a bit of a learning curve, it offers a plethora of solutions to support your business activities.
Who is it for?
Large enterprises that are willing to invest time and budget into a broad multi-purpose enterprise CRM.
$165 per user/month
HubSpot seamlessly integrates marketing, sales, and service capabilities into a unified platform.
A notable highlight of HubSpot's enterprise suite lies in its provision of custom objects, facilitating the storage of precise and tailored company information. Additionally, the platform offers predictive lead-scoring capabilities, enabling users to pinpoint and prioritize leads with the highest likelihood of conversion.
Automation is supported through HubSpot's playbooks, a feature designed streamline repetitive or complex sales and marketing tasks. They are essentially a series of predefined actions, steps, or processes created based on best practices or specific scenarios.
Furthermore, HubSpot's robust ecosystem extends beyond these features, encompassing a range of integrations, reporting tools, and a user-friendly interface, making it a comprehensive solution for businesses seeking to streamline their operations and drive growth.
Who is it for?
Medium-sized companies that require a simple and easy-to-use CRM with limited customization and a strong focus on marketing.
$5200 per month (includes 10 paid users)
4. Microsoft Dynamics 365
Developed by a tech giant, the Microsoft Dynamics 365 solution is a popular choice among enterprises. The platform offers a broad set of features like sales process automation, account payable and receivables management, sales analytics tracking, content management, and more.
In addition to that, it includes real-time analysis that is able to suggest the next steps for your work process.
The enterprise CRM is strongly supported by AI. Microsoft offers packaged AI models for churn, customer lifetime value, recommendations, and sentiment. In addition to that, you can purchase additional tools to create custom AI models.
Microsoft Dynamics also includes low-code capabilities. However, extensive changes can only be carried out with an additional license.
Who is it for?
Microsoft Dynamics 365 best suits larger resource-rich enterprises that don’t require strong customization tools and prefer Microsoft’s ecosystem.
Sales and Service are paid separately and each is $95 per user/month
5. Oracle CX
Oracle is a notable enterprise CRM software with a strong focus on industry-specific workflows. Its focus spans nine primary sectors, including communications, utilities, financial services, government, healthcare, food and beverage, retail, life sciences, and construction.
Within its suite of offerings, Oracle's Marketing and Sales applications are widely acknowledged, adeptly supporting complex revenue operations. Oracle’s Service platform presents comprehensive channel management, robust knowledge management, and efficient self-service functionalities.
While clients commend Oracle for its product depth and industry specificity, some users have cited deep fragmentation in tools, which can affect the seamless operation of the CRM system. Additionally, there's mention of a longer time-to-value, indicating that the implementation and integration process might require more time for full utilization and realization of benefits.
Who is it for?
Companies requiring highly-specialised workflows will benefit from Oracle the most.
$200 per user/month
6. Zoho CRM
Zoho CRM Plus offers a fully integrated suite covering sales, marketing, and customer service, complemented by Business Intelligence and analytics tools that help you discover hidden insights. A set of collaboration applications such as real-time messaging helps you establish streamlined cross-cooperation among users.
Its AI tools allow customers to build predictive models based on third-party data, which work in tandem with the business intelligence solution.
Zoho clients include both B2B and B2C companies and generally favor this enterprise CRM for its ease of use. However, their portfolio of integrations and a suite of functionalities leave room for improvement.
Who is it for?
Zoho is great for smaller and midsized organizations that require detailed sales and marketing analytics.
$40 per user/month
NetSuite CRM is a component within the broader NetSuite ERP suite. In addition to the standard enterprise CRM features, NetSuite provides quotes and commission management.
The CRM system offers robust reporting capabilities, providing real-time insights into sales performance, customer behavior, and marketing campaign effectiveness. This data-driven approach assists in making informed business decisions.
NetSuite offers fewer integration options compared to other enterprise CRM providers, potentially challenging automation-driven organizations.
Who is it for?
Choosing NetSuite makes sense for companies that are already using NetSuite ERP.
$999 licensing fee + $99 per user/month
8. SAP CRM
SAP's CRM suite encompasses sales, marketing, customer service, and commerce applications.
It boasts a robust focus on data management, aiding businesses in managing campaigns, engaging leads, monitoring performance metrics, and facilitating team collaboration within the sales process once the system is navigated.
The suite is built on diverse platforms and technology stacks, leading to inconsistencies in administrator tooling and a lack of AI-driven insights observed in leading CRM platforms. The lack of field service functionality somewhat limits its use cases.
Who is it for?
SAP CRM will bring the most value to companies already engaged in SAP’s ecosystem with a strong emphasis on data management.
Available on request
Pegasystems' CRM system is centered around a real-time decision engine, that serves as the foundation for a suite of process-centric applications in marketing, sales, and service.
The strength of Pega CRM lies in its industry-specific workflows in sectors like financial services, insurance, communications, healthcare, and government. This specialization enables tailored solutions that align closely with the unique needs of these industries.
One of the standout features of Pega CRM is the fusion of advanced analytical modeling with business logic. This blend empowers organizations to personalize and optimize outcomes for each customer, enhancing the overall customer experience and driving better results.
Who is it for?
Pega will be specifically useful for large enterprises managing intricate processes.
$90 per user/month
Freshworks' CRM stands out for its swiftness and intuitive interface. The suite, including Freshmarketer, Freshsales, Freshdesk, and Freshchat, operates cohesively on a unified platform.
The enterprise CRM suite excels in digital sales and service capabilities, supporting modern messaging channels and automating engagement sequences. It encompasses core marketing and field service functionalities.
Its commerce capabilities are limited to messaging-enabled conversational commerce, supplemented by a small set of packaged AI scenarios and rules-based process guidance.
While Freshworks’ intuitive interface is its shining feature, it struggles with more consistent operational maturity, especially in catering to larger customers.
Who is it for?
Freshworks suits midsized organizations that prioritize ease of use and deployment and have moderate demand for detailed analytics and customization.
Freshworks gives separate pricing for each of its platforms. Sales - $69, Service - $109 Marketing - $299 per user/month.
Zendesk simplifies CRM for both enterprise and SMB sales with an intuitive interface. Its customizable dashboard centralizes critical customer data across departments, fostering swift collaboration.
Notably, it's renowned for its speedy setup in 7 days. Features include a robust CRM analytics and reporting, mobile app, contact management, lead generation, sales forecasting, calendar, reminders, and collaboration tools.
Who is it for?
Zendesk is ideal for companies that prioritize customer service combined with quick, efficient sales management .
Available on request
LeadSquared accelerates sales for enterprise teams. It leverages customizable workflows and regimented sales planning, ensuring deals move swiftly through the pipeline while preventing missed opportunities.
Key features of LeadSquared include the ability to construct tailored workflows effortlessly through no-code sales process builders.
Its conditional task assignment feature ensures leads are assigned to the most suitable agent based on predefined criteria, optimizing sales efficiency.
It offers customizable dashboards with an extensive array of data points and parameters, empowering users to track crucial metrics. Moreover, LeadSquared boasts seamless integrations via native connectors and its own developer platform.
Who is it for?
LeadSquared primarily caters to large organizations aiming to optimize their sales processes.
$100 per user per month
Pipedrive is a user-friendly CRM ideal for growing sales teams seeking streamlined conversation and conversion management. It enables lead generation, deal assignments, contact management, custom workflows, and seamless software integration.
Its dashboard displays a visual sales pipeline, easing data entry and allowing easy deal management via drag-and-drop.
The CRM automates tasks, tracks consumer data using AI, and offers mobile accessibility and integration with other applications for efficient data consolidation.
Who is it for?
Pipedrive is particularly well-suited for midsize businesses seeking robust sales optimization tools.
$99 per user per month
14. Infor CRM
Infor provides extensive sales and marketing capabilities, empowering informed decision-making for revenue growth.
Integrating sales modules, analytics, and detailed customer tracking, Infor enables personalized sales experiences, fostering stronger customer connections.
It offers customizable sales strategies, enhanced functionalities, and integrations for streamlined operations and improved performance.
Who is it for?
It's suitable for enterprises seeking comprehensive solutions in manufacturing, healthcare, financial services,
$65 per user/month
Difference Between SMB and Enterprise CRM’s
By now you probably understand the difference between a standard and enterprise CRM. To summarize:
- An enterprise CRM typically covers all your interactions with a customer including Sales, Service, Marketing, Field Service, and Commerce. In contrast, standard CRMs only support one or two of these.
- Enterprise CRMs offer more features that small businesses don’t really need.
- Enterprise CRMs often allow for more customization, personalization, and scalability.
- A large number of diverse integrations are vital to an enterprise CRM.
- Enterprise CRM software is able to support a larger number of clients.
So how do you decide which enterprise CRM to choose? If you’ve checked out our list but are still not sure which option to try, here are some tips.
How to Choose the Right Enterprise CRM?
There are a couple questions to consider and some research to be done before you decide to invest in the best enterprise CRM software for your organization.
- Identify your needs and goals: Define your organization's specific needs, goals, and pain points. Understand what functionalities are essential for your business, such as sales pipeline management, customer service capabilities, marketing automation, etc.
- Consider scalability: Ensure the CRM can scale alongside your business. Consider your growth projections and whether the CRM can accommodate increased data, users, and functionalities as your company expands.
- Check customization and integration: Look for a CRM that offers customization options to tailor it to your business processes and integrates smoothly with existing tools used in your organization.
- Ask about vendor support and training: Assess the vendor's support services, including training options, customer service responsiveness, and available resources for ongoing support.
- Examine the cost and ROI: Consider the total cost of ownership, including initial setup, subscription fees, customization costs, and potential additional expenses for integrations or upgrades.
By evaluating these factors and aligning them with your organization's specific requirements, you can select an a CRM that best suits your business objectives and enhances overall operations.
In the realm of enterprise CRMs, the options are vast, each with its unique strengths and tailored offerings. Choosing the right CRM for your business necessitates a thorough understanding of your specific needs, growth projections, and integration requirements.
By weighing the features, customization, and industry alignment of these 14 CRMs against your organizational objectives, you pave the way to optimize operations, fuel growth, and strengthen customer relationships in the long run.