This review was last updated
This CRM Review examines Infusionsoft.
In-Depth CRM Review
1260 S Spectrum Boulevard
Chandler, AZ 85286-8415
CRM Category: Strategic Solution – Cloud
Sub-Category: Contact Manager/Marketing Automation/eCommerce
Seats: Very Small Business/Small Business
About the Company:
Our business is small business.
At Infusionsoft, we’ve dedicated ourselves to a single purpose: help small businesses succeed. It’s our sole reason for existence.
We live out this calling (some say obsession) by building the only all-in-one sales and marketing software that makes it easy for small businesses to get organized, attract more customers, grow sales and save massive amounts of time.
From small beginnings.
Our story begins the same way many small business stories do. In 2004, we opened our doors with little more than a dream and whole lot of passion. We worked too many hours, didn’t see our families enough and struggled to make ends meet.
We knew there were other business owners out there facing the same problems. They didn’t have enough time to chase new customers, run their business and have a life. They weren’t making enough money, and they were being pulled in a thousand different directions at once. They set out to run a business, and the business ended up running them.
So we came up with a simple but powerful idea: combine everything a small business needs to run their sales and marketing—CRM, e-commerce, email and social media marketing tools—into a single software system and make it all work together automatically.
The idea caught on like wildfire. Entrepreneurs can now have both a business and a life. While they’re rediscovering why they started their business in the first place, Infusionsoft is automatically nurturing leads, creating new customers and keeping their business on track.
Today, over 12,000 entrepreneurs around the globe use our all-in-one software. They make more money, they have more customers and, most importantly, they have more time to do what they love.
And that’s what drives us.
Infusionsoft is privately held and funded by Goldman Sachs, Mohr Davidow Ventures and Signal Peak Ventures.
About the Product:
The only all-in-one sales and marketing software built for small business.
With Infusionsoft sales and marketing automation software, everything you need to get more customers, grow sales and save a whole lot of time is right at your fingertips. It’s your small business CRM, e-commerce, email and social marketing solution all in one place.
On May 15, 2018 Infusionsoft revealed a new platform built to empower millions of small businesses worldwide to create order in a new world where customers have more choices and expect personalized service. The platform retains its trademark power but is now easier to use, with lower pricing and a free trial to make Infusionsoft accessible to millions more small businesses.
With a redesigned interface and more than 50 industry-specific templates, Infusionsoft users can implement marketing strategies proven-to-work for thousands of small businesses just like them. It is easy for small businesses to connect Infusionsoft to the other apps they rely on every day, with more than 1,000 integrations available now. Small businesses save time and increase productivity by having all their customer information and interactions in one place—Infusionsoft.
During two years of intensive customer and market research, Infusionsoft found 70 percent of small businesses want to quit the hodgepodge of tools they use to manage the growing demands of today’s customers. According to this research, 70 percent of small businesses also think customers are more demanding today than in the past, and 80 percent say customers expect small businesses to be available around the clock, online and by phone.
“Going belly to belly with thousands of small businesses the last 15 years taught us that growth brings new challenges, and that simple jobs become hard and time-consuming when you have a hodgepodge of tools with lead and customer information scattered everywhere,” said Infusionsoft CEO Clate Mask. “While other tools are for hotshot marketers, the new Infusionsoft platform is built for the everyday small business who needs help organizing customer information, so work doesn’t slip through the cracks and they can keep delivering personalized service even as they grow.”
Small businesses who started recently using Infusionsoft are raving about the easy, new interface and the industry-specific templates designed to reduce the time it takes to create emails and landing pages for targeted marketing.
“It was intuitive and just right for the stage of growth I’m in,” said Neil Gowans, owner of Obvi-us. “I’m just starting out so every lead and customer relationship is gold. I want my customers to feel like I’m following up personally every time, and that I’m always there when they need me. Infusionsoft is the best for that.”
“I love all the pre-built templates available for new users or even someone who isn’t an expert at marketing like so many of the small business clients I serve,” said James Shi, BridgeChoice Consulting. “I started with a template that was recommended to me because of my industry when I first logged into Infusionsoft, and right away it helped me see how it can all work together.”
Other new benefits Infusionsoft is bringing to small businesses include:
- A brand new visual sales pipeline makes it easy to create a customizable sales process, with 75 percent of users today saying Infusionsoft helps them close more business
- A redesigned mobile experience helps small businesses be productive while on the go, with 89 percent of users reporting that Infusionsoft helps them run their business more efficiently
- 90 percent of Infusionsoft Payments users report they get paid faster now, and newly-redesigned invoices help them look professional to customers
- All customers have access to on-demand marketing coaches and 1,500 Infusionsoft partners with specialized expertise for any industry
The Infusionsoft platform is available to all new customers now and will be available to current customers in Summer 2018.
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For a proper demo of this CRM solution:
For a proper demo of this CRM solution, please see:
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Rich’s View of Infusionsoft:
On a recent (May 8, 2018) visit to Chandler I had a very nice demo of the new version. As always, I do not write reviews based on demos. I was told that I would get complete access to the new version later this summer (August?) I will write a fully-updated comprehensive review of Infusionsoft at that time. Stay tuned! I can say that I do like the new color scheme though.
I have been covering Infusionsoft for more than ten years now. I have traveled to their headquarters numerous times. I have gotten to know founders Clate Mask and Scott Martineau very well. I have gotten to meet and interact with lots of other folks on the team. Folks who know me, know that I am a drip/nurture marketing fanatic. When I first discovered Infusionsoft, I thought they were making a special contribution to CRM. I even ran my entire business (as a paying customer!) using Infusionsoft for several years. So, I was baffled and shaken when I realized the company had just lost their way. They were still growing rapidly (the venture investors love that!) But they were growing faster than they could effectively manage. At one point, they turned over almost the entire executive team. This was portrayed as a positive side effect of healthy growth. I saw deeper problems. For example, there is still no full time CTO. For more than three years I have been challenging management to tell me just who is managing the development team (in a software company!) I never did get a good answer to this question. Combine these internal issues with the rapidly evolving issues of today’s cloud-based CRM space and ever-expanding new players in the space and you quickly reach a critical situation.
So, what’s a current user or prospective customer to do? If you are doing O.K. with the current version, stick with it. But cross your fingers and pray that the new management team gets things under control as soon as possible. If you are a prospective new customer considering Infusionsoft to grow your own marketing efforts, I can only say proceed with extreme caution.
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Still have questions about Infusionsoft? Just leave a comment below!