User found that Zoho CRM cannot retain an individual's historical data when that individual changes companies, which is a critical need for their business model.
Hi everyone. I'm glad to have found this subreddit because I've been overseeing a CRM from the 00's for five years and I'm about to go crazy. I've talked with all the major CRMs and all of them seem to be missing some core feature or another that would cause more harm than not replacing them, but we have ZERO automation now and I can't keep maintaining a manual system any longer and still maintain my sanity. About us: We are a small group between 3-6 operating as a sales representative both on commission and as a reseller. We currently have CommenceRM "because it was the only thing in 2000 that did one-to-many relationships" according to my predecessor. We have 9000 customer companies and 23k individual records within those companies. We need our CRM first as a store of information about the businesses operating within our industry, both customers and not customers. We connect companies to what products they use and communications they've received/attended, and people to the same. We need individuals to be able to be moved between companies without losing historical data attached to them. We in particular need to know which products individuals are familiar with and which products have been installed at our customer company facilities (aka sold items). Currently we have a "[Company] System" field that we just add whatever they've bought to. We currently make quotes outside our system and have to enter them into CommenceRM by hand. I desperately want the ability to quote a contact, receive an order, mark the quote sold, and add the item to the total items installed at customer company facility. We also need to be able to attach multiple customers to a company's installed product record, as some of our customers are themselves installing product at the facilities of our other customers. This is very common in our industry. We currently have no integration of contacts to email, and rely on manually entering customer info into CommenceRM. I desperately want to integrate this info. We currently have manually-entered to-do and calendar entries, which can be manually connected to individuals and cusomer-companies. You guessed it - I desperately want to connect these automatically. We track not only our existing customers for our 10-year maintenance business cycle (LOTS of our income) but also special emphasis on our prospect customers. Prospective customers often require 6-18 months of work before they begin with us. So far we've found CRMs that handle prospects and CRMs that track customers, but not really any that let us have intro projects and continuing customers in different classes. I've investigated Salesforce (WAY to expensive for a 5 person company) and attended Zoho discovery days (can't retain individual info when changing companies), and had informational meetings with five or six other groups that force your process into *their* process, which doesn't work because our process is pretty different from every other industry I've been in before. If anyone had advice on a CRM that resembles what I'm talking about I would absolutely love to have it. If anyone knows of an expert that would walk through our system and make a recommendation like this I would be happy to pay for it. We're not a huge company with deep pockets but I need to get this train moving or I'm going to go crazy!