Customer Relationship Management (CRM) systems have become indispensable tools for any small business looking to streamline operations, enhance customer engagement, and boost sales. With an array of options available, selecting the right CRM can be daunting.
This article outlines seven of the best CRM systems tailored for the needs of small businesses in the UK.
Top small business CRM options compared
| CRM System | Estimated Starting Price Per User/Month | Key Features |
|---|---|---|
| Pipedrive | £12-£15 | Visual pipeline management, interaction tracking |
| Capsule | £14 | User-friendly, streamline sales pipeline, manage customer data |
| Salesforce Essentials | £20-£25 | Sales automation, customer service, analytics |
| Insightly | £25 | Contact and project management, workflow automation |
| Nimble | £19-£25 | Contact management, social media integration, sales automation |
| Copper | £20-£25 | Lead and pipeline management, email integration, analytics |
| Keap | £70-£80 | Email marketing, lead capture, ecommerce integration |
1. Capsule
Capsule helps over 10,000 customers globally make easy work of client relationships. Access intuitive contact management, email and marketing solutions, project and pipeline management and automations. Get started for free. 
Capsule CRM is a user-friendly customer relationship management platform designed to help UK businesses streamline their sales pipeline, manage customer data, and improve client relationships with ease and efficiency.
Pricing: Capsule CRM offers plans starting at £14 per user, per month, providing features such as custom reporting and sales automation tools.
2. Salesforce Essentials
Salesforce is the world’s leading CRM. Slick, scalable, and surprisingly affordable, its reporting tool (Einstein Analytics) is best in class. Best-suited to data-loving, number-crunching SMEs looking for a CRM to grow with.
Salesforce Essentials is designed specifically for small businesses, offering a user-friendly interface with comprehensive features including sales automation, customer service, and analytics. Its scalability and integration capabilities make it a versatile choice for businesses poised for growth.
Pricing: Salesforce Essentials is priced at around £20-£25 per user per month, billed annually.
3. Pipedrive
Pipedrive is designed with sales teams in mind, offering a visual pipeline management tool that helps track interactions and sales processes. Its intuitive interface and customisation options make it a favourite among sales professionals.
Pricing: Pipedrive’s plans often start at about £12-£15 per user per month, with higher-tier plans costing around £50-£60 per user per month.
4. Insightly
Insightly is a great option for businesses focused on project management. It offers CRM features like contact and project management, workflow automation, and integration with popular apps like G Suite and Microsoft Office.
Pricing: Insightly’s pricing typically starts at around £25 per user per month for its basic plan, with more advanced plans costing up to £50-£60 per user per month.
5. Nimble
Nimble is ideal for small businesses looking for a simple yet effective CRM solution. It excels in social media integration and offers features like contact management, social listening, and sales automation.
Pricing: Nimble is known for its straightforward pricing, generally around £19-£25 per user per month.
6. Copper
Copper CRM, formerly known as ProsperWorks, is best known for its integration with Google Workspace. It offers features like lead and pipeline management, email integration, and insightful analytics, making it suitable for businesses heavily reliant on Google services.
Pricing: Copper CRM’s pricing usually starts at around £20-£25 per user per month, with more comprehensive plans available at higher prices, potentially reaching £50-£60 per user per month.
7. Keap
Keap (formerly Infusionsoft) is suitable for businesses that need a combination of CRM, sales, and marketing automation. It offers features like email marketing, lead capture, and ecommerce integration, making it a comprehensive solution for businesses looking to scale their operations.
Pricing: Keap offers plans starting from approximately £70-£80 per month, which can increase based on additional features and the number of contacts.
Considerations when choosing a small business CRM
When selecting a CRM system for a small business, several key considerations can guide you towards making the best choice for your specific needs. Here are some important factors to keep in mind:
Business Size and Scalability
Consider the size of your business and its potential growth. A CRM that suits a micro-enterprise might not be suitable for a small business poised to expand. Look for a system that is scalable and can grow with your business.
Ease of Use
The CRM should be user-friendly and require minimal training. Small businesses often lack the resources for extensive training, so a system with an intuitive interface and straightforward functionality is ideal.
Customisation and Integration
Check the extent to which the CRM can be customised to suit your specific business processes and needs. Additionally, consider its ability to integrate with other tools and systems you already use, such as email platforms, social media, or accounting software.
Features and Functionality
Identify the key features you need. Do you require advanced sales tracking, marketing automation, customer service tools, or reporting capabilities? Ensure the CRM you choose meets these essential requirements without overloading you with unnecessary features.
Cost-Effectiveness
Budget constraints are often a significant consideration for small businesses. Assess not just the initial cost but also the long-term expenses, including subscription fees, add-ons, and maintenance costs. A balance between affordability and functionality is key.
Mobility and Accessibility
In today’s mobile-first world, ensure the CRM is accessible on various devices, including smartphones and tablets. This feature is particularly crucial for businesses with field teams or those who require access to CRM data on the go.
Data Security and Compliance
Data security is paramount, especially with increasing concerns about data breaches and privacy. Choose a CRM that offers robust security features and complies with relevant data protection regulations.
Vendor Support and Community
Good vendor support can be invaluable, especially for businesses without a dedicated IT team. Also, a CRM with an active user community can provide additional support, tips, and best practices.
Reviews and Testimonials
Finally, look at reviews and testimonials from other small businesses. Learning from their experiences can provide insights into the system’s performance and the vendor’s customer service.
By carefully considering these aspects, you can select a CRM system that not only fits your current business needs but also supports your growth and evolution in the long run.