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Web CRM Software Features

Web CRM, also known as on-demand CRM or hosted CRM, is a term that generally refers to a customer relationship management application that is made available as a subscription-based service through a third-party provider.

Web CRM solutions provide small and mid-sized businesses with an easier, faster, and more affordable alternative to on-site licensed CRM packages.

With Web CRM, all hardware and software components are purchased, installed, tested, and maintained by the service provider at a remote location. The service provider will also store and manage any data generated by the Web CRM application.

What makes Web CRM so appealing to smaller businesses is that it eliminates the large initial investments and long, expensive implementation cycles associated with on-premise solutions. Additionally, since administration and ongoing support are handled by the service provider, the burden on internal IT staff is dramatically minimized.

Web CRM makes customer relationship management easier and more cost-effective for companies who have budget constraints or limited IT resources. It can also shorten time-to-deployment and accelerate return on investment. Companies simply pay a monthly fee based on usage, and access and utilize their Web CRM application and its features through their Internet browser.

Today’s Web CRM solutions are highly functional and feature-rich, offering many of the same capabilities as their on-premise counterparts. For example, most of them provide a broad range of modules designed to automate and enhance critical customer-facing processes across sales, marketing, and service teams. Many Web CRM solutions also deliver advanced reporting and analysis, as well as dashboards and portals that enable executives to track key performance metrics in real-time.

Other common Web CRM features include:

Anytime, anywhere access to customer-related data.

With Web CRM, users can retrieve, edit, or add information to the CRM system 24 hours a day, 7 days a week, from any location, using nothing more than a standard Web browser.

Role-based security.

Web CRM allows administrators to set access privileges for users based on their department, role, or function. This helps protect the integrity and security of confidential customer information at all times by ensuring only authorized access to CRM data.

Customization capabilities.

While Web CRM solutions usually do not offer the same level of customization as on-premise CRM packages, they do provide enough flexibility to allow for simple to moderate modifications.


Although they are housed off-site, most of today’s Web CRM solutions can be tightly integrated with Web sites, e-commerce applications, financial and accounting packages, and other critical business systems within an existing IT environment.


Most Web CRM offerings include comprehensive education and support, to help users get up-and-running quickly and ensure rapid, widespread adoption.

And most importantly, virtually every Web CRM solution available is built on a high performance architecture – complete with redundant servers, around-the-clock monitoring systems, and daily back-up mechanisms – designed to minimize downtime in the event of a power or system failure. Additionally, they offer advanced security features such as support for secure socket layer (SSL) and data encryption, to protect sensitive customer data from falling into the wrong hands.