We understand that small and medium-sized businesses are looking for ways to cut expenses. CRM should not be on the chopping block.

Officials at DMC Software contend that following the economic crisis of 2009, "CRM systems have become essential components of the small business armory in order to maintain an edge over competitors in an increasingly aggressive market place."

We're not in an environment where price is the only deciding factor. If we were, well then small businesses would be justified in abandoning CRM. But since customer service actually does matter, SMBs should consider investing in CRM systems to enhance customer loyalty and remain competitive, DMC officials say.

Michael Austin, CRM Specialist from DMC Software, said CRM "should not be viewed by small businesses as expenditure, but instead as an investment. Small Business CRM products safeguard revenue and profitability by facilitating quality customer service and customer loyalty, which is essential to remain competitive."

ACT! by Sage is probably the most popular small business CRM offering, with over 4 million customers worldwide. It's a fairly comprehensive CRM product, geared towards helping users decrease sales cycles and enhance lead conversion.

In 2008 DMC introduced a buyer's guide for SMBs looking to invest in CRM. According to TMC's (News - Alert) Susan J. Campbell, the guide "provides relevant information about CRM, including a comprehensive explanation of CRM and a guide to choosing the best CRM software."

The literature, Campbell wrote, "also focuses on selecting the right supplier and offers advice on who should be involved in this process in addition to prompting consideration of future proofing the chosen CRM system to guarantee a sustainable investment."

The guide wraps up its offerings with a buyer's checklist and glossary of terms to ensure that the person in charge of making the purchase has a full understanding of the best process when buying a CRM system.