On Premise CRM Reviews

By Robin Wilding
Updated: June 20, 2011

For companies that have decided to take their customer service and marketing to the next level by purchasing a CRM solution, the decision process has only just begun. Then there is the next big question: Hosted or on-site CRM? Well--implementing an on-premise CRM tool is a solid decision for companies looking:

  1. To have complete control over their CRM solution.
  2. To integrate it deeply into their existing systems via extensive customization.
  3. To experience rapid growth.
  4. To keep their sensitive customer data on-site.
  5. For a lower total cost of ownership via on-premise as they have the staff on site to implement and service the solution.

When choosing an on-site CRM solution you need to choose one with the right features, the right service and support and one that works with your existing programs and platforms.

On-Premise CRM Features

With every on-site CRM solution the features will vary slightly. Some CRMs will be catered towards call centers, other designed for marketing departments, and still more designed for sales. When choosing a CRM solution consider the following factors and which ones are critical to improving your business's business intelligence:

Support for global companies that need multiple currencies and languages.

  • Workflow processes designed for specific verticals.
  • Flexible and customizable integration that can be customized to work with your current software environment and any additional software components that you may add later.
  • Scalable enough to grow or shrink with your company.
  • Sales Force Automation (SFA) Features
  • Ability to share sales data across teams, individuals and departments.
  • Prioritization queues.
  • Education elements to help train new employees quickly.
  • Easily used by sales people to create presentations and proposals for customer-facing meetings.
  • Monitoring of quota-based performance and overall business performance.
  • Support for both offline- and mobile-devices
  • Sales tracking and forecasting tools.
  • Analytical tools.
  • Rapid access to products, pricing, and quoting tools.
  • Real-time lead access.
  • Direct email-based marketing.
  • Lead, opportunity and territory management
  • On-demand customer information.
  • Time and task management functions.
  • MS Office integration.
  • Lead management system with alerts.
  • Quickbooks tie in, or other accounting-based tie-in.
  • Product information library.

Marketing Features

  • Real-time lead, prospect and campaign management.
  • Email marketing campaign management.
  • Ability to monitor campaigns across all channels.
  • Ability to create web form page for capturing leads.
  • Reports for calculating, documenting and presentiong return on investment figures.
  • Collaborative tools to unite sales and marketing.
  • Shared info portals.
  • Reporting and analytic tools.
  • Marketing campaign planning, automation and management.
  • Integration with MS Apps.
  • Workflow modeling capabilities.
  • Outbound call tracking and follow-up call management.
  • Product tracking capabilities.
  • Lead and pipeline management.
  • Customer survey and feedback tracking.
  • Automated lead processing.

Integration with Existing Technology

Each CRM solution is unique and runs on different platforms. When choosing a solution, pick on that runs on your existing platform, whether it be Windows, Linux, Apache, IIS, MySQL Server, .NET Framework, etc.

Services and Support

Possible the most important issue when choosing your on-site CRM solution is the service offered by the company. Since you are choosing to implement and maintain the solution yourself, instead of going with a hosted solution, you will need to be able to contact the CRM maker when problems occur. Look for companies with a solid track record of customer service issue management, incident reporting, issue escalation procedures, good response times, multiple points of contact (email, phone, web-based chat), online searchable knowledge base, call center support, and online status checking for inquiries.

Featured Research
  • 8 Reasons SMBs Should Invest in a CRM

    Adopting a CRM platform early offers many advantages, including the fact that it increases the odds of long-term success. While the cost of CRM software used to be prohibitive for most small businesses, this is no longer true. Cloud-based solutions have made the pricing much more competitive, and as many as 87% of companies now rely on them for their CRM software. more

  • 7 Ways Your CRM Helps Convert Leads

    Failure to convert interested leads can impact your bottom line drastically and simultaneously increase your operational costs and decrease your profits. The most common reason for this failure is lack of follow through from a sales team. Did you know that 74% of CRM users said that their CRM gave them improved access to customer data? And that by properly implementing a CRM, a business could shorten the sales cycle by 8 to 14%? more

  • Is Your CRM a Liability

    Is your CRM a liability? Before you answer too quickly with a no, just think about all the advancements that have taken place over the years regarding this technical solution. In fact, just in over the past decade there has been a dramatic shift away from on-premise systems to cloud based solutions. more

  • 12 Must-Have CRM Features

    Having a CRM is absolutely essential to any modern day business's success. In fact, 91% of companies with 11+ employees now utilize a CRM solution in their business. When making the decision to purchase or upgrade your CRM solution, it can be quite overwhelming determining which features are essential to your success versus those that pack more fluff than punch. more

  • Making the Case for a New CRM

    Did you know that having an outdated CRM is just as bad as not having one at all? Do you find yourself working even just a little too hard to make your current CRM work to maintain your contacts and relationships? While it is increasingly more difficult to reduce customer churn, modern CRM tools are much more powerful and provide much more opportunity to develop stronger relationships with your clients that can provide more stability and revenue to your company and bottom line. more