Choosing a CRM isn’t about picking the flashiest interface or the biggest brand.
It’s about finding what works for your organisation — whether that’s an SME, a charity, or a university.
Here’s how to break down your CRM options and choose wisely.
Start with Your Needs
Before looking at vendors, answer:
- Who will use the CRM?
- What data do you need to track?
- Do you need marketing, sales, or case tracking features?
- What budget and internal skills do you have?
This guides your search and filters out distractions.
Cloud vs On-Premise
Most modern CRMs are cloud-based.
Benefits include:
- Access anywhere
- Automatic updates
- Lower upfront cost
On-premise can suit organisations with strict data rules — but requires IT resources.
Free vs Paid
Free tools (e.g. HubSpot CRM, Zoho Free) are good for small teams starting out.
Limitations:
- Fewer customisations
- Limited support
- Paywalls on useful features
Paid tools offer more power and flexibility — useful as you grow.
Popular Options by Sector
SMEs:
- Pipedrive – Sales-focused, easy to use
- Insightly – Combines CRM and project management
- Zoho CRM – Cost-effective with many features
Nonprofits:
- Salesforce for Nonprofits – Customisable but needs setup time
- Donorfy – UK-based, designed for charities
- Keela – Focused on donor and volunteer management
Education:
- HubSpot – Great for recruitment and marketing
- Slate – Tailored for higher education
- Monday.com – Can be adapted for departmental use
Key Features to Look For
- Custom fields
- Contact timelines
- Email and calendar integration
- Reporting and dashboards
- Workflow automation
- Secure user roles
Watch for Red Flags
- Poor customer support
- Locked features behind upgrades
- Complicated user interfaces
- Limited integrations
How to Test Before You Commit
- Use a free trial with real users
- Set up a basic workflow or contact journey
- Compare results across 2–3 platforms
- Ask support questions — see how fast they respond
Summary
The best CRM is the one your team will use consistently.
Focus on fit over features. Pick a platform that solves your problems — not one that creates more.
And remember: switching later is possible but painful. Take your time now to choose right.