What Is Customer Relationship Management (CRM) Software?
Customer relationship management software, or CRM for short, is a critical tool that helps organisations to manage interactions with customers and clients in service-related industries. Typically, customer relationship management software includes features for managing customers and clients such as sales process automation, contact management, and sales pipeline reporting. Customer relationship management can be used for both business-to-consumer (B2C) and business-to-business (B2B) relationships.
See Bullhorn ATS & CRM Live Demo
CRM Solutions Today
CRM solutions provide companies with the tools to win new business, increase client retention, and provide better customer service to existing clients. While most CRM solutions aim to achieve similar goals, there are differences in deployment models, usability, and tools for relationship management.
There are two types of deployment models – on-premise and web-based crm (also commonly referred to as cloud-based) solutions. On-premise solutions require companies to purchase and host their solutions in-house. Oftentimes, companies must employ expensive IT teams in order to manage and troubleshoot on-premise software, and they’re forced to maintain software as it becomes outdated because the upgrade process is expensive and time-consuming. However, modern CRM technologies have adopted a web-based, or browser-based, deployment model. With these solutions, companies never have to download or install any software. Rather, the web-based CRM vendor hosts data remotely from a server. Web-based customer relationship management software can be accessed from any browser, providing companies the flexibility to choose the software that works best for their business and allowing CRM vendors to quickly and easily deploy system updates and new features.
Statistics show that nearly 70% of CRM implementations fail. This alarming rate can be largely attributed to customer relationship software’s lacking focus on usability. Many database-centric solutions require employees to input data manually or change workflows to conform to the one-size-fits-all settings of their CRM. A CRM provides no value to companies and their stakeholders if employees do not adopt it. Modern CRM vendors are prioritising usability by building mobile-first software systems with intuitive and configurable interfaces that automatically capture data to save employees countless error-prone hours of data entry.
While the process of automating sales tasks has largely been addressed, many customer relationship management software vendors seem to have forgotten the relationship management part of the equation. Customer relationships are not a one and done sales-driven interaction. True relationship management considers the entire customer lifecycle, which can span multiple years, many different departments within an organisation, and numerous periodic interactions. When looking for customer relationship management software, it’s important to consider if the CRM truly satisfies relationship management requirements such as real-time insight on relationship strength, conversation activity over time, and even individual customer preferences (e.g. the best time to call).
The New, Modern CRM Software
Bullhorn CRM is a web-based and modern CRM built for professional services-based companies of all sizes. Bullhorn built its CRM to be a unique relationship management platform that’s intuitive, proactive, and mobile so that employees can work the way they want to – wherever, whenever. Built specifically to speed adoption, Bullhorn customer relationship management software eliminates manual data entry tasks by passively and automatically capturing all inbound and outbound email communication, transforming these siloed interactions into addressable insights.
Ready to win new business and deliver incredible customer experiences? Start a conversation with us about Bullhorn ATS & CRM today.
Let us help you build the perfect solution for your firm.
Vice President of Marketing
As the Vice President of Marketing at Bullhorn, Catherine is responsible for all marketing efforts across the organization. Catherine has been with Bullhorn based in the Boston office since 2010 and has recently relocated to London. Over her tenure, she’s overseen several marketing functions including demand generation, marketing operations, and events. She is passionate about marketing technology, building high-performing teams, and leveraging both to drive for results. Catherine has a Bachelor of Arts in Global Studies from Providence College.
SVP of Alliances and Business Development
Nina Eigerman is Bullhorn’s SVP of Alliances and Business Development, responsible for the company’s technology and services partnerships. Prior to joining Bullhorn, Nina ran the Business Services practice at G2 Capital Advisors, helping agencies and their providers with capital market transactions. Earlier in her career, she was the President of Aquent Solutions and a consultant with McKinsey & Company. She also ran a full desk at a-connect, a global strategic staffing firm. Nina has a Bachelor of Arts from Harvard College and graduated from the MIT Sloan School of Management.
SVP of Product and Salesforce
Jonathan Novich is SVP of Product and Salesforce for Bullhorn, the global leader in CRM and operations software for the recruitment industry. A staffing technology innovator, he has developed broad and deep product and technical experience consulting to staffing firms over the past 15 years. Jonathan has acted as an independent consultant for some of the largest staffing companies in the world and advised companies on acquisition targets.
At Bullhorn, he oversees product initiatives as more than 10,000 staffing companies rely on Bullhorn’s cloud-based platform to drive sales, build relationships, and power their recruitment processes from end to end. He graduated with honors from Princeton University, earning a Bachelor of Science in Engineering in Computer Science and a certificate in Operations Research.
SVP, Global Support & Training
As Senior Vice President, Global Support and Training, J.R. leads our global Support and Training for all Bullhorn product lines. J.R. directs both the company’s customer service and training efforts around the world engaging customers throughout all points in the customer journey, both proactively and reactively, delivering incredible customer experiences via transactional interactions and client engagements. He brings a broad range of customer service leadership skills and experience to the company spanning performance management, project management, employee and leadership development, organizational design, and strategy which all align to focus on driving an incredible customer experience. Prior to joining Bullhorn, J.R. led call center optimization efforts for AT&T Mobility, directing the call center strategy for more than 100 contact centers. J.R. has spent 20 years working in the contact center space and has held a number of key leadership roles prior to joining Bullhorn.
Executive Vice President of Enterprise and Salesforce
Ryan Murphy is the Executive Vice President of Enterprise and Salesforce. He began his 10-year career at Bullhorn as a finance and sales intern, affording him a 360-degree view of the software-as-a-service industry and Bullhorn’s business model. Prior to his current role, Ryan served as an Enterprise Account Executive where he honed his customer-first leadership style and championed Bullhorn’s offerings to its most strategic clients. Today, Murphy is charged with leading the enterprise strategy and go to market for both Bullhorn and Bullhorn for Salesforce, enabling customers to maximize their investments on both platforms and deliver an incredible experience to their customers and candidates. Ryan has a Bachelor of Arts in Business Administration from Boston University.
[gravityform id=”1″ title=”false” description=”false” ajax=”true” tabindex=”500″]
Team Lead – Enterprise Solution Consultant, APAC
As GM for Bullhorn’s APAC business, Aaron McIntosh oversees all business functions in the region. He also leads the solutions consulting team locally, ensuring our customers have an incredible experience when transitioning to Bullhorn. He has over 20 years working various roles within the technology industry and joined Bullhorn in 2013 in the London office before relocating back to Australia in 2015. During his tenure, he has helped numerous customers make the move to Bullhorn including Kelly Persol, Ambition, Hudson, and many others. He is passionate about technology and in particular how technology can be used to solve business issues and problems that are inhibiting growth within recruitment businesses.
He has a Bachelor of Engineering (Electrical and Computing) with Honours from Monash University in Melbourne.
Senior Vice President, Customer Success
As the Senior Vice President of Customer Success, Tamsyn leads Bullhorn’s Services and Customer Success teams. She is responsible for successful delivery of all products and services globally and is committed to creating and maintaining incredible long term customer experiences in the candidate to cash process. Tamsyn has been delivering implementations for over 25 years with companies such as SAP, Ariba, Zuora: specialising in HR, Payroll, Procurement and Quote To Cash capability. She trained as a software engineer after studying Maths, Statistics, and Computing in England.
Interested in speaking with Sales?
Give us a call at +61 (0) 2 9200 3500
Thank you. We will be in touch shortly!