Are small businesses ready to invest in a CRM?

When small businesses begin their entrepreneurial journey, they're often advised to focus solely on the basics for smooth sailing. But more often not, the basics don't include using the right software solutions to run their business—and a CRM system isn't one of them.

The importance of a CRM is often muddled by misconceptions, which means its role in business success is frequently underestimated. Our 2023 State of Customer Operations for U.S. Small Businesses Report untangles these misconceptions and proves how ready small businesses are to invest in a CRM!

In partnership with SMB Group, we surveyed more than 1,500 US small businesses to gain a deeper understanding of whether small businesses could learn and adopt a relatively easy-to-use and affordably priced CRM solution designed exclusively for them. Through this blog, we will provide you with an insightful summary of our survey findings.

We've all heard it. Small businesses don't need a CRM! CRMs are hard to learn! CRMs are expensive!

These misconceptions are like a piece of gum stuck to the sole of your shoe: hard to get rid of, tugging and slowing down business owners at every step towards business growth.

As a small business owner, you may be hesitant to use a CRM because you've been led to believe a business the size of yours doesn't need one, that they're too complicated, or too pricey. But none of that is the case!

You require it just as much as the big corporations do. 

To no surprise, our findings from the survey were similar to these common myths. While some small businesses haven't considered using a CRM software and others are satisfied with their current solution, a majority of business owners believe CRMs are only suitable for large enterprises and that small to medium-sized businesses like theirs doesn't require one.

Along with this came a bunch of other obstacles, such as budgetary concerns, time constraints, and reluctance to learn how to use the solution. We also learned from the small businesses surveyed that those who would opt for a CRM solution prefer fast and efficient tools. Business owners are looking for solutions that are simple-to-use, time saving and which are easily deployable while also adding value to their business. 

Tying these attributes together in a neat bundle is precisely what an ideal CRM should consist of, and you'll know a CRM is right for you when it offers a combination of these features that addresses key issues faced by small businesses. The challenges listed below represent the broader struggles that many small businesses encounter.  

Furthermore, our survey also reveals that 51% of the users who don't use a CRM for their businesses are considering using a unified CRM solution that tackles these issues.

Now, you're probably wondering what the remaining set of small businesses who have deployed a CRM solution in their businesses think. Are they more satisfied with their approach to managing customer-facing operations than those using other methods?

They definitely are! 

This isn't actually surprising, because with a CRM at the heart of your business, you're bound to experience smooth and streamlined operations, and to nurture lasting customer relationships that drive business growth.

Beyond the obvious benefits, 95% of CRM users rated their customer experience as excellent (55%) or good (40%), while non-CRM users held a generally lower opinion of their customer service.

To sum up our findings from the survey—and to answer the biggest question of all: Are small businesses ready to invest in a CRM? They totally are. Though many small businesses still believe the notion that CRMs aren't meant for them, more and more are learning that the benefits outweigh their initial concerns.

The ideal CRM solution ensures your pathway towards improving customer-operational efficiency and business growth isn't just a goal, but a sustainable reality.

" Small businesses are seeking a CRM system that is cost-effective, efficient, and simple to implement, as indicated by the survey findings."

- Mani Vembu, Chief Operating Officer, Zoho Corporation 

A more expansive and inclusive CRM solution

At Bigin, we've always worked with one goal in mind: to help small businesses eliminate the challenges they face in their day-to-day business and unify their customer operations. Bigin's designed to empower small businesses and startups like yours by simplifying customer operations and helping you build ever-lasting customer relationships.

Learn more about Bigin.