In years past, it was assumed within most industries that customer relationship management, or CRM, software was only necessary for large business/corporations. It was assumed, in many sectors, that small to mid-size companies lacked the volume of customer interaction to necessitate a CRM system. This outmoded point-of-view, however, has changed, and industries have now realized that customer interactions must be appropriately managed regardless of a company's size. This shift in ideology has led to a surge in CRM sales. In turn, as small and mid-size businesses have adopted CRM programs, CRM developers have created software suites that are specialized for these smaller companies.

Most small businesses come to the realization that while there are benefits to their size, there are also some disadvantages. Most small businesses have very little capital and a much smaller amount of assets and materials to work and grow their business to the levels that they strive for. However, big companies move slowly and often have lots of red tape that inhibits change, while small businesses have the benefit of being nimble and able to quickly take advantage of new ideas.

It is important to remember that even early CRM technology had advantages. It provided a cost-effective method to mining data that could help the business improve it's customer service in the future, as well as offer consistent customer service in the present.

Online CRM software has become increasingly popular, as it provides effective solutions for all sizes of companies. These online solutions increase efficiency and allow employees to access the program from anywhere. Online CRM provides unparalleled interaction between the client and customer service representative, allowing for business to utilize off-the-beaten-path methods that would not be possible with traditional CRM. Also, because representatives have one-on-one interaction with customers, online CRM promotes a highly personalized approach to customer service, which can ultimately lead to increased client-retention.

In the modern age, many companies turn to online productivity solutions in order to help their businesses run as smoothly as possible. With the advent of smartphones, laptops, and tablet computers, employees now conduct business from all over the world. Most companies have already automated email and other essential business networks, so it is only reasonable that CRM would also be web-based. Online CRM gives these employees the option to utilize the system anywhere, at any time. Undoubtedly, CRM programs are essential to customer service in all businesses, both large and small.