Customer Relationship Management Tools And Key Features 2021

Updated: Aug 26, 2021

What Are Customer Relationship Management Tools?

Customer Relationship Management tools or CRM tools are a combination of systems, plans and technologies that businesses use for collecting and managing the data and interactions that their business has with their clients, potential clients, purveyors or other businesses identifying and following up on prospective customers.

Customer Relationship Management is really important to improve customer service relationships and support customer retention and accelerating sales growth.

Why Are Customer Relationship Management Tools Important?

Customer Relationship Management tools enable a business to develop relationships with clients, co-workers, associates and vendors. Shaping good relationships and keeping track of prospects and customers is crucial for customer procurement and preservation, which is at the heart of a Customer Relationship Management tools function.

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With a Customer Relationship Management tool, you can see everything in one place, a dashboard that tells you a client’s history with your business, the status of their orders, any unfinished customer service issues, and more.

What Is The Best Tool For You?

This is where things get tricky, the best tool depends on your requirement and how you plan to use it. Seeking professional help is recommended. Register on our free product for a completely customized set of tool recommendations and a no-nonsense implementation advice.

Here’s a quick comparison of some of the best Customer Relationship Management tools in the market right now.

HubSpot CRM

HubSpot CRM is a Customer Relationship Management tool that is built to be a program that allows the sales unit to get started quickly without making a significant change in their current workflow. It is an ideal solution for businesses that are starting to acknowledge the value of Customer Relationship Management tools and want to try it out or for enterprises that are not using their existing Customer Relationship Management systems to their max potential.


  • HubSpot CRM is 100% free tool. Forever.

Latest Features:

  • A More Streamlined CRM Record

Information on your activity timeline is now condensed and collapsable, so you can see more valuable data at once. Smaller highlight cards, collapsing carrots, and new slimmer association cards all mean less scrolling and more time enjoying the good stuff.

  • CRM Card Customization

Define and decide what properties appear on board and association cards. Your chosen fields will serve as a default, consistently displaying the properties that matter most to you.

  • Send 1:1 Emails from Custom Object Record Pages

Send one-on-one emails to contacts directly from custom object record pages. When assisting prospects or customers, you may need access to information stored on a custom object record. You can now email from within a custom object, so that you have all the context you need while composing your message.

Here are some pros and cons to guide you


  • The HubSpot Customer Relationship Management tool tracks client interactions automatically and provides valuable insights.

  • HubSpot Customer Relationship Management tool also is a free tool.

  • No Customization limits - HubSpot allows you to customize everything to your brand and your specific sales process.

  • Tracks your interactions with prospects. Whether you make touchpoints via email, social media or phone call, the CRM saves that information in its database.

  • While you can use the HubSpot CRM alone, you can also easily connect it to the Marketing, Sales and Service Hubs.


  • The HubSpot Customer Relationship Management tool is relatively new.

  • Organizations with huge sales department might find that HubSpot CRM isn’t advanced enough.

  • To use the Email Sequences tool, you must be subscribed to Google Suite or Office 365.

  • Companies with highly complex sales processes might not be able to adapt the CRM to their needs.

  • HubSpot CRM reporting tools don't offer as much depth as they could, but for a free platform, they provide more than enough value to be worthwhile.

Salesforce CRM

Salesforce is a customizable Customer Relationship Management tool that develops as you do. Produces real-time client activity and data, furthermore provides profound knowledge with dashboards and reports. Connect to multiple business apps to extend your Customer Relationship Management to every field. Or choose Salesforce Essentials for small companies to manage CRM and grow quicker. It’s easy to use and grows with your work. Use your customer's insights to serve them better.


  • Sales Essentials Edition- $25 /user/month

  • Professional Edition- $75 /user/month*

  • Enterprise Edition-$150 /user/month*

  • Unlimited Edition-- $300 /user/month*

Latest Features:

  • Experience Builder Enhancements

Users can now seamlessly personalize record detail pages using the values of fields on the record. Additionally, users can organize pages and web URLs in alignment with their content folders. Customers may now easily leverage knowledge base articles in CRM-Based Collections with no customization needed.

  • Grants Management

A flexible, community-driven grantmaking solution that is built off of the world’s #1 CRM and evolves with you as your funding of programs grows.

  • Inventory Management for Mobile

Empower sales reps with new visits and inventory management from a mobile-first experience. Create and manage new sales visits on the go and see product and inventory data for upcoming visits. Close product gaps faster by proactively requesting transfers and replenishment orders from the Intelligent Sales app for Medical Devices.

Here are some pros and cons to guide you


  • Customisation-Salesforce CRM has a wide range of report analysis widgets

  • Cloud-Based model- Carry your company as you go, allows remote access of your data.

  • Advertising Studio is an inbuilt tool in Salesforce CRM, Digital advertising option on platforms like Facebook, Google, Instagram, LinkedIn, Twitter, YouTube.

  • Customization. Fields can be customized to help an organization create a CRM that is tailored to their particular industry and company.


  • This is an expensive tool.

  • Complex reporting — it is a little difficult to generate reports.

  • It's a bit complicated and no description of features and integration often lacks with other platforms. 


Zoho CRM empowers small to large-sized organizations with a complete customer relationship lifecycle management solution for managing organization-wide Sales, Marketing, Customer Support & Service and Inventory Management in a single business system.


  • Free Edition (CRM for entrepreneurs) - Forever free upto 3 Users.

  • Standard Edition (Sales tracking for Small Businesses) - $12/user/month (billed annually).

  • Professional Edition (Complete CRM for any SME) - $20/user/month (billed annually).

  • Enterprise Edition (CRM for multi-level organizations) - $35/user/month (billed annually).

Latest Features:

  • Assign record owner through Workflow

A record can be ascribed to an owner via workflow rule when the defined condition is satisfied. Records can be assigned to users, roles, users who create or modify records, or to those mentioned in the Assignment rule criteria.

  • Updates in the Latest Email Status filter options

The Latest Email Status advanced filter will display a new option called "Responded", where records of all recipients who replied to the email will be captured. Also, "Opened and Not replied" is now renamed to "Opened and Not responded".

  • Redefine record detail page with Canvas Detail View

Recreate the CRM record detail page with no-code, easy-to-use design studio that compliments your business, industry, culture, and methods.

Here are some pros and cons to guide you


  • The Zoho Customer Relationship Management tool is very instinctive and easy to use.

  • Zoho Customer Relationship Management tool features Third-party integration for headliners like Facebook and Google etc, are amazingly simple to add and configure.

  • Zoho Customer Relationship Management tool has a dedicated Mobile application to allow you to track your leads on the go.

  • An important point is how easy it is to use Zoho CRM and its tools in parallel, once they are synchronized together it enhances the way of working, plus the customer service offers excellent documentation and is a vital guide to make the best use of each of the tools.


  • Zoho CRM’s Free plan offers limited features, which only small businesses can make do with.

  • Zoho CRM does not support importing of contacts from social media sites.

  • Zoho CRM is only suitable for small business and cant handle complex business tasks.

  • The biggest problem is having so many functions that may play against you, as it makes the interface too dense and I feel that by not being focused on making the project as functional as possible, I have found tools that still have bugs to improve.


Pipedrive is a customer relationship management tool that is adored by sales crews of all sizes. Pipedrive was developed by the sales team and hardcore developers, Pipedrive organizes business’ leads in a way that provides a unique overview of your sales and allows you to concentrate on the deals that you want to prioritize. With 90,000+ paying customers spanning across 155 countries.


  • SILVER US$ 12.50 Per user per month, billed annually

  • GOLD US$ 24.20 Per user per month, billed annually

  • PLATINUM US$ 49.17 Per user per month, billed annually

Latest Features: