Three or four years ago SMBs were apprehensive with CRM,
said Brent Leary, co-founder and partner of CRM
CRM was comprehensive and complex and it required someone
who could manage servers and software upgrades. SMBs rarely could afford a
dedicated IT expert to install and manage these services. Today it’s far more
accessible and affordable, said Leary.
In addition, traditional CRM was originally seen as needed
for operational reasons, not necessarily to get new customers, Leary mentioned.
With the introduction of social CRM, SMBs are becoming far more interested.