Small to medium sized (SMB) companies have many choices of CRM software opons, yet choosing a soluteon that actually meets their needs is a tremendous challenge. SMB have needs that are as great as any large company but do not possess the financial resources. Enterprise CRM solutions are far too expensive and complex for the SMB firm. Simple systems designed for the smallest businesses do not have the power and depth of features that are needed. Many CRM products designed for the SMB offer only part of the soluon that may be needed and have limited capabilies for a 360- degree view of the customer and company- wide CRM iniave. This paper reviews the challenges faced and benefits received when a SMB company selects and implements a cost-effective, integrated CRM soluon.
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