A recent survey conducted by Really Simple Systems one of the world’s largest online CRM, web CRM and small business CRM vendors, has revealed that adoption of online CRM, web CRM and small business CRM systems has soared over the course of the last year, with online CRM, web CRM and small business CRM solutions now used more widely than traditional in-house solutions. With confidence in cloud solutions increasing substantially, of those surveyed, 56% are using an online CRM, web CRM and small business CRM system, compared to 45% this time last year. Furthermore, only 15% of respondents admitted to still having some reservations on the adoption of online CRM, web CRM and small business CRM; a vast improvement on the 23% in last year’s survey.

From a sample of 685 respondents, the majority from small and medium-sized organizations with less than 50 employees, over half revealed that they believe online CRM, web CRM and small business CRM solutions offer better value than in-house equivalents (up on last year’s 44% to 50.1%). Furthermore, confidence in online CRM, web CRM and small business CRM solutions overall has increased substantially, with 72% of respondents claiming to have more confidence generally that a year ago and 80% saying they thought online CRM, web CRM and small business CRM solutions required less IT support.

John Paterson, CEO of online CRM, web CRM and small business CRM company, Really Simple Systems, comments, “It is hugely encouraging to see these survey figures reflecting increased confidence in online CRM, web CRM and small business CRM systems.” He continues, “With many advantages in the reduction of IT overheads, the removal of any system maintenance burden, low capex and the fact that online CRM, web CRM and small business CRM systems offer business-critical information readily available at all times, from any computer with internet connectivity to provide more flexible working across the business, cloud solutions continue to grow in popularity as business requirements and attitudes continue to evolve.”

In terms of social marketing, 67% of those surveyed use social marketing, with LinkedIn the most popular tool (81%) and 34% believing that they saw a positive ROI from using social marketing. Worryingly however, 59% of businesses claim to be unable to measure any ROI from their social marketing efforts.

Paterson comments, “Despite the hype that social marketing continues to receive, it was surprising not to see a more dramatic increase in use over the course of the past year, only 5% up from 2011.”

The survey also confirmed that 61% of businesses are using in-house ERP/Accounting solutions (down from 69% in 2011) with 53% of those questioned saying they would be confident in switching to a cloud solution – aside from online CRM, web CRM and small business CRM – when the time comes – a figure 5% up on last year’s 48%. Paterson concludes, “For the first time, the majority of businesses surveyed are confident about online CRM, web CRM and small business CRM and cloud ERP solutions. The implication of this shift is positive for the online CRM, web CRM and small business CRM and cloud sector as a whole as more as more businesses prepare to switch their business-critical traditional in-house software to reap to benefits of online CRM, web CRM and small business CRM and other cloud solutions.”

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• CRM shifts to the cloud (computerworld.co.nz)
• Getting the most out of your CRM (rackspace.com)