ReadingTop 11 Features of a CRM Software For SAAS in 2023

Top 11 Features of a CRM Software For SAAS in 2023


Imagine a world where customer relationship management was effortless, streamline your sales process and marketing efforts, and have all the information you need at your fingertips. Sounds like a dream, right? Well, it's not. It's the reality that customer relationship software can bring to your business.

CRM systems are like a magic wand that can transform your business operations. It's not just about managing customer contacts; it's about building lasting relationships with your customers. With the rapid pace of change in the past decade, many CRMs built with outdated SaaS 1.0 technology are struggling to keep up.

In order to ensure that your sales team can move at the pace of the customer, it's crucial to assess whether your current CRM system is meeting your needs. You may need to upgrade to a modern CRM system and improve your team's key performance indicators.

But with so many CRM features available in the market, how do you know which ones are essential for your business? In this guide, we'll explore the core features of CRM software, how they can benefit your business, and how to choose the right CRM solution for your needs. So, let's dive in and unlock the power of CRM platform!

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DevRev OneCRM

DevRev OneCRM

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The Evolution of CRM- From Cloud-based to SaaS 2.0

"Cloud-based?" That's so last decade!

Simply being on the cloud is not enough for CRMs in 2023. Many SaaS platforms built in the past are now trying to retrofit the latest technologies, such as collaboration, analytics, and AI. However, this is simply not enough.

You need a new CRM that is natively built for AI and collaboration and outperforms outdated technologies like Oracle, Java, and VMs. We will continue to see a shift towards cloud-based CRM. According to a report by Gartner, cloud-based CRM will account for 75% of all customer service market.

The future of CRMs looks promising, with continued advancements in AI, machine learning, and customer data analytics. As businesses become more customer-centric, the demand for CRM solution is expected to increase. According to a report, the global CRM market is expected to reach $128.97 billion by 2028, growing at a CAGR of 12.1% from 2021 to 2028.

11 Must-Have Features of CRM Software

👉🏿 AI and Chatbots

Artificial intelligence (AI) and automation will continue to be important features in CRM platforms in 2023.

By automating repetitive tasks and providing personalized customer experiences, AI and automation can improve the efficiency and effectiveness of CRM. In the past 6 months, Generative AI and LLMs have transformed all functions, including CRM.

Rule-based chatbots that required constant configuration and took hundreds of wasted engineering hours are now a thing of the past. With the ability to scrape a company's website, documentation, and knowledge base, you can now create a natural language bot that provides a delightful customer experience.

The use of AI in customer relationship management is expected to increase in 2023 as businesses seek to improve their customer engagement and retention. In fact, a report by Salesforce found that 80% of business buyers expect vendors to use AI to improve their experiences.

👉🏿 Workflow Automation

Workflow automation is like having a virtual assistant that never sleeps. It streamlines your business processes, reduces manual tasks, and ensures that nothing falls through the cracks.

With a CRM platform, you can automate tasks such as sending follow-up emails, assigning leads to sales reps, and updating contact records. This not only saves time but also ensures consistency and accuracy in your processes.

Imagine a world where you don't have to manually update records or send repetitive emails. With workflow automation, you can set up triggers and actions that automatically execute tasks based on predefined criteria.

For example, you can set up a workflow that automatically sends a welcome email to new leads and assigns them to a sales rep based on their location.

👉🏿 Mobile Accessibility

Mobile accessibility is becoming increasingly important in CRM for SaaS. It is crucial for businesses to ensure that their CRM software is accessible on mobile devices, especially as more people use their mobile devices to browse the internet. By doing so, businesses can significantly improve the customer experience and make it more convenient to manage customer interactions on the go.

In coming years, mobile accessibility is expected to be a key feature of CRM for SaaS. A report by Accenture found that 90% of consumers use their smartphones to engage with businesses, highlighting the importance of mobile accessibility in CRM software.

👉🏿 Integration with other SaaS tools

Integration with other SaaS tools is an important feature of CRM for SaaS in coming years. On average, a company uses more than 100 SaaS apps, and this number has only been increasing over the years.

Therefore, your CRM should be able to seamlessly integrate with your existing workflows and tools. According to a report by Forrester, more than 70% of businesses are investing in integration technology to improve their customer experiences.

While integrations have been happening for over a decade, in 2023 and beyond, they should be driven by modern APIs and webhooks that do not require weeks of implementation and ongoing maintenance.

In the modern world, pre-built integrations should be offered by your CRM software to integrate with your core front office functions such as sales, marketing, support, and customer success, as well as product functions such as engineering and product management.

👉🏿 Security and Privacy

Security and privacy will be a critical feature. Customer data brings a great sense of responsibility for SaaS businesses. It not only has a significant impact on the business but its influence and reach are also much higher.

Today's consumers place trust in companies based on how they treat their data. Therefore, every SaaS company and CRM system must implement strong authentication, and encryption, and ensure that the risk of customer data breaches is minimized.

As more businesses collect and store sensitive customer data, the importance of security and privacy in CRM software is expected to increase in the coming years. Strong measures must be taken without a doubt.

👉🏿 Customization

Customization is an important feature of CRM for SaaS. While out-of-the-box experiences are great, there’s always a need to customize and flex to user and company needs. Why not customize the data model, automation, reporting, and user experience?

If your CRM is used for growing and scaling a company, the chances of needing customization are close to 100%!

👉🏿 Employee Tracking

Employee tracking is like having a bird's-eye view of your team's activities. With CRM software, you can track your employees' interactions with customers, monitor their performance, and identify areas for improvement.

This not only helps you manage your sales teams more effectively but also ensures that your customers receive the best possible service.

Imagine a world where you can see who is interacting with a customer, what they are discussing, and how long they have been working on a deal. With employee tracking, you can get real-time insights into your team's activities and ensure that everyone is on the same page.

👉🏿 Lead Management

Lead management is like having a treasure map that guides you to your ideal customers. With CRM software, you can capture, track, and nurture leads from various sources, such as your website, social media, and email campaigns.

With lead management, you can get a 360-degree view of your leads and tailor your sales and marketing efforts to their needs. You can also set up scoring and grading systems that help you conduct lead management based on their likelihood to convert.

This not only helps you build a pipeline of potential customers but also ensures that you are targeting the right audience.

👉🏿 Reporting

Customized reports are like having a crystal ball that shows you the future of your business. With CRM software, you can track and analyze your sales, marketing, and customer service data to gain insights into your business performance.

With reporting, you can get a comprehensive view of your business and identify areas for improvement. You can also set up dashboards that display real-time data and help you stay on top of your business.

This not only helps you make informed decisions but also enables you to conduct sales forecasting and build appropriate sales process.

👉🏿 Pipeline Management (SLAs)

Pipeline management is like having a roadmap that guides you to your sales forecasting. With a CRM tool, you can track and manage your sales funnel, set up SLAs (Service Level Agreements), and ensure that your deals are moving forward. Contact management functionality not only helps you stay on top of your sales and marketing efforts but also ensures that you are meeting your customers' expectations.

👉🏿 Customer Service/Support

Customer service is like having a magic wand that can turn unhappy customers into loyal advocates. With CRM software, you can track and manage customer interactions, resolve issues quickly, and provide personalized support. This not only helps you build lasting relationships with your customers but also ensures that they have a positive experience with your brand.

Imagine a world where you can see a customer's entire history with your company, including their purchases, interactions, and feedback. With customer service, sales and marketing teams can get a complete view of your customers and provide support that is tailored to their needs. You can also set up automated responses that help you resolve common issues quickly and efficiently.

Choosing the right CRM for your SaaS business

As we have outlined, when choosing CRM tools for your SaaS business, several factors need to be considered.

To help you make an informed decision, we've outlined some key factors to consider when choosing a CRM for your SaaS business.

1️⃣ Identify Your Business Needs

Before diving into the world of CRM software, take a moment to assess your business needs. What are your goals? What challenges are you facing? What CRM features are essential for your business? By understanding your specific needs, you can narrow down your options and find a CRM that aligns with your business objectives.

2️⃣ Consider the Top CRM Features List

As we've discussed, there are several core CRM features to consider when choosing a CRM for your SaaS business. The top CRM features include being cloud-based, having AI and automation, being mobile accessible, integrating with other SaaS tools, providing security and privacy, and allowing for customization.

3️⃣ Evaluate Cost and ROI

When choosing a CRM, it's essential to consider the cost and potential return on investment (ROI). While a more expensive CRM may offer advanced features, it may not necessarily provide the best value for your business. Consider your budget, the features you need, and the potential ROI to find a CRM that offers the best value for your investment.

4️⃣ Assess Ease of Use

A user-friendly CRM can make a world of difference for your team. Look for a CRM that is intuitive, easy to navigate, and offers a seamless user experience. Consider conducting a trial or demo to get a feel for the CRM's user interface and functionality.

5️⃣ Evaluate Customer Support

Quality customer support is crucial when choosing a CRM. Ensure that the CRM provider offers responsive and helpful customer support to assist you with any issues or questions that may arise. Look for CRM providers that offer multiple support channels, such as live chat, email, and phone support.

6️⃣ Seek Recommendations and Reviews

Don't hesitate to seek recommendations from colleagues, industry peers, or online reviews. By gathering insights from others who have experience with CRM software, you can gain valuable insights and make a more informed decision.

7️⃣ Test Drive the CRM

Before making a final decision, consider taking the CRM for a test drive. Many CRM providers offer free trials or demos, allowing you to explore the software's features and functionality. This hands-on experience can help you determine if the CRM is a good fit for your business and if your team is able to adopt that CRM.


Choosing the right CRM for your SaaS business is a critical decision that requires careful consideration. Your choice directly affects your end customer satisfaction.

By assessing your business needs, evaluating top features, considering cost and ROI, assessing ease of use, evaluating customer support, seeking recommendations, and test-driving the CRM, you can find the perfect CRM solution for your business.

Remember, the right CRM can transform your business operations, aid in lead management, streamline your processes, and help you build lasting relationships with your customers. So, take the time to make an informed decision and unlock the benefits of CRM software for your SaaS business.

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