Sales & Marketing Tech

The Most User Friendly Small Business CRM Software

Published by in CRM

CRM software isn’t just for big businesses with big resources. These three options are useful and easy to use.

Customer relationship management (CRM) software helps large companies better connect with their customers to build stronger relationships and, ultimately, increase sales and revenue.

Small businesses should look to reap the same benefits.

Why use a CRM?

CRM software helps businesses organize and manage all of their customer data. Rather than storing customer information in a massive, unwieldy spreadsheet, a CRM uses workflow automation to streamline processes like customer interaction tracking, lead capture and scoring, sales pipeline management, contact management, calendar reminders, and more.

Many CRM systems also offer analytics and reporting dashboards to help sales teams track and forecast revenue, set goals, and manage campaigns.

While small businesses can’t afford the same CRM platform price tag that larger corporations pay for their annual software fees, there are options to help smaller firms organize and manage their customer relations better.

Capterra has already done the research to uncover the Top 20 CRM systems on the market, so we used that as our starting point then pulled out the three options that fit best for small businesses that don’t have the same in-house IT resources as larger companies to deal with complicated CRM interfaces or unresponsive customer support (complete methodology below).

In other words, the three small business CRM software options listed below in alphabetical order are not only some of the best on the market. They’re the best of the best when it comes to the specific needs of small businesses.

3 most user friendly small business CRM software

Freshworks, originally known as Freshdesk, started off in 2010 as a customer service platform. The developers eventually spun it off into a CRM system called Freshsales in 2016, and it was rebranded as Freshworks CRM in the fall of 2020. As a developer, Freshworks has earned a reputation for easy to use software with strong customer support, and the Freshworks CRM solution is no exception. It’s even powered by a cute glasses-wearing cartoon dog named Freddy AI to make it as easy to use as possible.

Key CRM features:

  • Custom fields, modules, and reports
  • AI workflows and sales sequences
  • Predictive contact scoring and lead generation
  • Sales goals tracking and forecasting

Pricing: Starts at $29/user/month when billed annually for up to 1,000 active contacts. The Pro Plan ($69/user/month) is good for up to 3,000 active contacts and adds additional features and capabilities. All plans include phone, email, and web support.

The name may not do this CRM tool justice, as users give Less Annoying CRM near-perfect marks in Ease of Use and Customer Service. The cloud-based CRM system was developed in 2009 by a pair of brothers looking to create the most intuitive, effective, simple CRM possible for small businesses.

As they describe it, the Less Annoying CRM app was designed “from the ground up specifically for small businesses.” They also include responsive support via email, phone, and screen sharing with all plans.

Key CRM features:

  • Synchronized team calendar
  • Real-time lead status reports
  • Automated daily agenda emails
  • Customizable fields

Pricing: Less Annoying CRM costs $15/user/month after a 30-day free trial. That price includes everything, and users can cancel at any time.

Pipeliner CRM is designed specifically for sales teams, with an administrative back-end that is meant to be fully operational by a team member rather than requiring a full-time administrator. It uses gamification to encourage team adoption, and it can be used online or offline. Pipeliner integrates with hundreds of popular applications–including Gmail, Salesforce, and Zoho–to help teams use it the way that works best for them.

Key CRM features:

  • Social media selling tools
  • Drag and drop custom template designer
  • Kanban-style sales task management
  • Dynamic sales goal targeting

Pricing: Starts at $25/user/month when billed annually after a 14-day free trial. The Business plan, for $65/user/month adds documents management, additional views and dashboards, and more. All plans include email and live chat support during business hours, along with in-app help system, online knowledge base, and video tutorials.

Looking for more small business CRM software options?

If none of the options above seems like the best option for you, check out these other three small business CRM tools, which just missed the 4.5 Ease of Use and Customer Service cut.

Still don’t see something you like? Browse our entire directory of 900 CRMs, complete with buyer’s guide. There are even hundreds of free CRM software options.


The three products selected for this article appeared in our Top 20 Customer Relationship Management Software report, based on verified user reviews and web search interest (complete methodology here), and scored 4.5 out of 5 or higher in both Ease of Use and Customer Service based on those same verified user reviews. They are listed in alphabetical order.

Looking for Customer Relationship Management software? Check out Capterra's list of the best Customer Relationship Management software solutions.

About the Author

Andrew Conrad

Andrew Conrad

Andrew Conrad is a senior content writer at Capterra, covering business intelligence, retail, and construction, among other markets. As a seven-time award winner in the Maryland, Delaware, D.C. and Suburban Newspapers of America editorial contests, Andrew’s work has been featured in the Baltimore Sun and PSFK. He lives in Austin with his wife, son, and their rescue dog, Piper.


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