Top 5 Client Management Software
Since 2008, ScienceSoft has been rendering CRM services to help organizations select and implement optimal client management software.
Client Management Software: the Essence
Software for client management facilitates building and preserving long-term client relationships. It is also used to increase customer retention with regular personalized interactions and ample multichannel support during the customer journey.
Client Management Software Key Features
Customer engagement
- Customer segmentation deeper service personalization.
- Proactive messaging for informing customers about service/product updates or possible issues.
- Tools for creating and running loyalty campaigns.
- Tools for creating and running email marketing campaigns.
- History of customer interactions.
- Automated customer surveys.
Selling to existing customers
- Client tracking (activity history, customer communications)
- Sales workflow automation (tasks for sales reps creation, fields with client data updating, etc.)
- AI-guided automated recommendations for sales reps on upselling and cross-selling opportunities.
- Deal management (key info about deals, deals prioritization, etc.)
Customer service automation
- Multichannel communication (phone, web, email, messaging, social media, etc.)
- Automated customer data updating after interactions.
- Case lifecycle management (from assignment to resolution).
- Knowledge base with articles for agents and customers.
- Service level management.
- Self-service portal for clients.
- Chatbot assistance.
Analytics and reporting
- Multichannel customer data collection, processing, and updating after each next interaction.
- AI-powered real-time and predictive analytics (e.g., upselling and cross-selling opportunity assessment).
- Customizable reports and dashboards.
- CSAT scoring.
- Customer sentiment analysis.
- KPIs analysis of marketing, sales, and customer service teams.
Security and compliance
- Compliance with local, regional, and industry-specific regulations (GDPR, HIPAA, etc.)
- Authentication rules (e.g., access only by job roles).
Top 5 Client Management Systems
Below, we list 5 best client management software and describe the most beneficial features in their marketing, sales, and customer service modules.
Microsoft Dynamics 365
Best for: highly personalized client management
Description
Leader in Gartner’s 2021 Magic Quadrant for the CRM Customer Engagement Center.
Marketing:
- Granular client segmentation.
- Templates, reusable content blocks, and design tools for email marketing.
- Event management (event planning and budgeting, promotion, attendee registration, event analytics).
Sales:
- Sales playbooks (predefined sales paths).
- Repeat sales orders (create repeat orders directly from quotes).
- AI-driven and recommendations of related products for upselling and cross-selling.
Customer service:
- AI-driven recommendations for service agents.
- Automated skill-based case routing.
- Virtual Agent to help clients with common issues without human involvement.
Pricing
Free 30-day trial. Pricing for the first Dynamics 365 module:
- Marketing: $1,500/tenant/mo for 10,000 contacts.
- Sales: $65 – $95/user/mo.
- Customer Service: $50 – $95/user/mo.
- Customer Insights: $1,500/tenant/mo for 100,000 customer profiles.
- Customer Voice add-on: $100/2,000 survey responses/tenant/mo.
- Virtual Agent for Customer Service: $1,100/tenant/mo.
Salesforce
Best for: AI-driven client management
Description
Leader in The Forrester Wave™ Customer Analytics Technologies, Q3 2020.
Marketing:
- Audience Studio (automated collection, unifying, and updating after each interaction of client data and insights for smarter customer engagement).
- Mobile Studio (to reach customers with SMS, push notifications, and chat messaging).
Sales:
- Einstein AI for sales forecasting and recommendations for upselling and cross-selling.
- A complete view of all client interactions due to Salesforce integration to Outlook or Gmail.
Customer service:
- Service Cloud Voice for voice services (native integration with Amazon Connect).
- Visual Remote Assistant (to provide customer service over a video chat).
Pricing
Free 30-day trial. Pricing depends on chosen modules and license:
- Marketing cloud: $400 – $3,750/organization/mo.
- Sales cloud: $25 – $300/user/mo.
- Service cloud: $25 – $300/user/mo.
- Service Cloud Voice: $75/750 minutes/user/mo.
Pega
Best for: complex B2B and B2B2C sales
Description
Leader in Gartner’s 2020 Magic Quadrant for CRM Customer Engagement Center.
Marketing:
- Pega Value Finder identifies underserved customers and offers ways to improve engagement (e.g., with more relevant offers).
- Adaptive Decision Manager helps predict customer behavior based on previous interactions and map the possible outcomes.
Sales:
- Repeat sales forecasting (AI-based predictions for each territory).
- Partner relationship management.
- AI sales coach (personalized sales rep coaching and tracking progress against plans).
Customer service:
- AI-guided customer interactions to resolve issues faster.
- Contextual self-service for customers.
- Integrated CTI.
Pricing
Free 30-day trial. Pricing depends on chosen modules and edition:
- Customer Decision Hub (for marketing): prices are not available publically, get it by direct request to Pega.
- Sales Automation: $140 – $250/user/mo.
- Customer Service: $97 – $1,451/user/mo.
- Customer Engagement Edition: $260/user/mo.
Oracle Customer Experience (CX)
Best for: B2B and complex B2C sales
Description
Oracle is a leader in The Forrester Wave™: Email Marketing Service Providers, Q2 2020.
Marketing:
- Rewards management.
- Tools for building and customizing client loyalty programs.
- AI-driven analysis of the client engagement level.
Sales:
- AI-powered up-selling and cross-selling.
- Quota and territory management.
- Pricing management (price books, discretionary discounting, seasonality, etc.).
Customer service:
- Language management to provide customer service in the language of customers’ choice.
- Customer feedback on customer support gathering and management.
- Oracle Digital Assistant.
Pricing
Get prices by direct request to Oracle.
SAP
Best for: large enterprises
Description
Leader in Gartner’s 2020 Magic Quadrant for Sales Force Automation.
Marketing:
- Machine learning to analyze customer behavior and preferences based on previous interactions.
- Automated creating and sending of outbound emails (targeted email recipient lists, scheduled email sending, etc.).
Sales:
- Customer Identity and Access Management to secure communications.
- Territory, quota, and incentive compensation management.
Customer service:
- Predictive customer support.
- End-to-end field service management.
Pricing
Get prices by direct request to SAP.
Implementation of Client Management Software
Client management software consulting
- Defining an optimal feature set for client management software.
- Recommending the most suitable client management platform.
- Suggesting necessary customizations and integrations.
- Drawing up the implementation plan.
- Estimating the implementation cost and time.
Client management software implementation
- Analyzing your client management processes and needs.
- Selecting a fitting platform-based client management option
- Customer management software configuration and customization, OR
- Custom development of a client management solution.
- Integration with other systems (e.g., ERP).
- User training and after-launch support.
What makes ScienceSoft different
We achieve project success no matter what
ScienceSoft does not pass mere project administration off as project management, which, unfortunately, often happens on the market. We practice real project management, achieving project success for our clients no matter what.
About ScienceSoft
ScienceSoft is a US-headquartered global IT consulting and IT service company with a 35-year history and a team of 750+ IT professionals on board. We help our clients implement client management software and offer a full cycle of CRM services, from consulting to post-launch support.