Monday.com CRM: Experience a 360-Customer View

An Overview of Monday.com

Founded in 2012 and based in New York City, Monday.com provides cloud-based project management, a work management platform, and CRM software. Known for their flexible, user-friendly tools, the platform caters to a wide range of businesses across multiple industries globally. Their mission is to enhance productivity and streamline workflows for clients.

A standout feature of Monday.com is their CRM software, which incorporates customizable pipelines, sophisticated contact and lead management, and powerful automation capabilities. This CRM is designed to integrate with essential tools such as Gmail, Outlook, and various marketing automation platforms, enabling businesses to centralize their communication and data management efficiently. Moreover, Monday.com provides users with analytics and reporting tools to delve into sales process nuances and customer interaction insights. They also offer a free trial, inviting potential users to explore the CRM’s extensive features.

Security and compliance are paramount at Monday.com, with measures like SOC 2 Type II compliance, HIPAA compliance, two-factor authentication, private boards and documents, Google authentication, and single sign-on options in place. Integration permissions, IP restrictions, and advanced administration control further guarantee data protection and compliance, underscoring Monday.com's commitment to securing client data and maintaining a trustworthy platform.

Despite these advantages, it is important to note that Monday.com has no Better Business Bureau (BBB) accreditation and an F rating.

Features & Services

• Contact management: This core feature allows you to create detailed profiles for each contact, including demographics, interaction history, and custom fields. Such detailed profiling helps tailor marketing campaigns and sales efforts to individual contacts. Additionally, you can segment contacts to deliver more targeted outreach, enhancing the effectiveness of your customer relationship management strategies. Monday CRM enables you to manage customer information efficiently, improving the customer experience
• Lead management: Monday.com’s CRM software helps you efficiently collect and manage leads from various sources. They use lead scoring to prioritize qualified leads based on their engagement and fit with your target profile, ensuring that your sales reps focus on the most promising prospects. Automated email sequences tailored to lead behavior further streamline the nurturing process while tracking conversion rates and analyzing lead sources, which provide insights for optimizing your lead generation efforts. This functionality supports small businesses in refining their sales process and improving sales performance
• Deal pipeline management: This feature lets you visualize and manage your sales pipeline through a customizable CRM interface. You can create different stages for your deals and set up automated reminders to keep them moving forward. By tracking key metrics like win/loss rates, average deal size, and sales cycle length, you can identify areas for improvement and refine your sales strategies. Additionally, Monday.com offers unlimited, customizable pipelines and boards, ensuring you can tailor the sales pipeline to your needs
• Email management: Monday.com’s CRM integrates with your email provider, including Gmail and Outlook, enabling you to track and send emails directly from the platform. This feature automatically logs all email interactions, providing a complete communication history with each contact. While tracking email opens and clicks to gauge engagement and modify follow-up efforts accordingly, you can use email templates to save time and automate email sequences triggered by particular actions. This management enhances the efficiency of your sales activities and customer service. The CRM also supports mass emails, enabling you to send personalized emails to prospects and leads in bulk
• Team activity tracking: This feature allows you to monitor your sales team’s activities, set team goals, and track real time progress. You can gain insights into completed tasks, interactions, and deal progress, helping managers identify top performers and areas needing improvement. This visibility ensures that your team stays productive and focused on achieving their targets, enhancing overall sales performance and customer support. The activity log feature provides a detailed record of all actions taken within the CRM, allowing for better tracking and accountability
• Analytics and reporting: Monday.com’s CRM offers robust analytics and reporting capabilities, allowing you to track key metrics and measure performance. Customizable reports enable you to analyze data from various perspectives, helping you identify trends, opportunities, and areas for improvement. This data-driven approach supports strategic decision-making and enhances business operations. Advanced analytics and dashboards help you visualize your sales pipeline and team activities, making it easier to manage work and achieve customer relationship management goals. Features like sales forecasting and analytics provide deeper insights into your sales process
• Integration capabilities: The CRM integrates seamlessly with your team's tools and software, such as email, marketing automation, accounting, and project management tools. This integration ensures smooth data flow between systems, reducing manual data entry and errors and enhancing overall productivity. Monday.com also supports API integrations, allowing further customization to meet your business's specific needs. Integration with social media platforms can enhance marketing campaigns and improve customer relationships. Popular integrations include DocuSign, Aircall, PandaDoc, MailChimp, Hubspot, and Salesforce
• Mobile accessibility: Monday.com’s CRM software offers mobile apps and a mobile-friendly interface, allowing your team to access and update customer data on the go. This ensures your team can stay connected and responsive, even when out of the office, improving overall efficiency and responsiveness. Call logging and activity tracking also ensure that all interactions are documented, no matter where they occur
• Automation: Automation features in Monday.com’s CRM include lead scoring, email automation, task assignment, and workflow automation. These tools help streamline processes, reduce repetitive manual tasks, and ensure the timely completion of essential tasks. By leveraging automation, your team can focus on strategic activities that drive growth. For instance, automated notifications can inform your team about important updates, while AI-assisted tools can help with email composition and data management. Monday.com’s CRM supports up to 250,000 monthly automation actions, ensuring your processes run smoothly without manual intervention
• Collaboration tools: Collaboration is facilitated through embedded documents, whiteboard collaboration, an updates section, and integrations with tools like Zoom. Guest access and various views (Kanban, Timeline, Calendar, Map, and Chart) allow versatile and effective team collaboration, ensuring that all team members can work together seamlessly, improving overall efficiency and productivity

Pricing & Plans

Monday.com offers a variety of CRM pricing plans tailored to different business needs, from small teams to large enterprises. The Basic CRM plan is priced at €12 ($13) per seat per month (totaling €36 ($39) per month, billed annually), making it perfect for small teams looking to organize their leads, contacts, and deals. It includes unlimited, customizable pipelines, unlimited contacts and boards, templates for lead, contact, and deal management, iOS and Android apps, unlimited free viewers, and the ability to create a dashboard based on one board.

The Standard CRM plan, the most popular option, costs €17 ($18) per seat per month (totaling €51 ($55) per month, billed annually). It adds features to automate sales processes and streamline communication, including advanced account, contact, and deal management, 2-way email integration with Gmail and Outlook, an AI email generator, activity management, quotes, and invoices, the ability to merge duplicate data, custom CRM automation and integrations (250 actions per month each), and a dashboard that combines up to five boards.

The Pro CRM plan is priced at €28 ($30) per seat per month (totaling €84 ($91) per month, billed annually) and offers deeper insights into the sales cycle and forecasting. It includes everything in the Standard CRM plan, plus sales forecasting, customizable email templates, email tracking and automation, mass emails, an HTML editor for mass email, mass email tracking, Google Calendar sync, sales analytics, customizable email signatures, and significantly higher limits on custom CRM automation and integrations (25,000 actions per month each). Additionally, it allows for the creation of a dashboard that combines data from up to ten boards.

The Enterprise CRM plan provides comprehensive management from pre- to post-sales with enterprise-level features for large organizations. While pricing for this plan requires a quote, it includes all Pro CRM features plus lead scoring, mandatory fields, team goals, advanced analytics with dashboards combining up to 50 boards, account management, documents for sales, enterprise-scale automation, and integrations, enterprise-grade security and governance, multi-level permissions, and HIPAA compliance.

Monday.com also offers special pricing for nonprofits and NGOs. The nonprofit plan is free for the first ten seats per year. It includes private boards, chart views, time tracking, formula columns, automation (25,000 actions per month), integrations (25,000 actions per month), and the ability to create a dashboard that combines data from up to ten boards. For nonprofits needing enterprise-grade security and support, the Enterprise nonprofit plan includes all features of the nonprofit plan plus advanced security and governance, advanced reporting and analytics, multi-level permissions, tailored onboarding, and enterprise support. Pricing for the Enterprise nonprofit plan is available upon request.

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The Advantages of Monday.com

• Free trial available: Monday.com offers a 14-day free trial, allowing potential users to explore their extensive features and functionalities. This trial period allows businesses to thoroughly evaluate the platform’s capabilities and determine if they align with their needs before making a financial commitment
• Extensive integrations: Their CRM integrates seamlessly with over 100 applications, including widely used tools such as Gmail, Outlook, and various marketing automation platforms. These integrations facilitate smooth data flow and centralized communication, significantly enhancing overall productivity by reducing the need to switch between different software
• Intuitive interface: Monday.com is often praised for their intuitive and user-friendly interface. The design minimizes the learning curve, making it easy for team members to adapt and utilize the platform effectively. This ease of use is particularly beneficial for teams with varying technical expertise, ensuring everyone can maximize the platform’s capabilities without extensive training
• Customizable pipelines: One of Monday.com’s standout features is their highly customizable pipelines. Businesses can tailor their sales processes to meet specific needs, ensuring the CRM supports various workflows and sales strategies. This adaptability makes the platform highly useful for different types of businesses, whether they have simple or complex sales processes
• Mobile applications: With mobile apps available for iOS and Android, Monday.com ensures team members can access and update customer data. This mobile accessibility keeps teams connected and responsive, no matter where they are

Why You Might Not Choose Them

• Limited features in basic plans: The basic plan of Monday.com lacks several key features that might be essential for some businesses. For example, they do not include lead management, account and contact management, or deal management. Additionally, advanced features such as sales forecasting and analytics are unavailable in the basic and standard plans. Most advanced security features are also missing from these plans, which could concern businesses prioritizing data protection
• Lack of extensive AI tools: While Monday.com does offer an AI email generator, they lack the broader range of AI tools that some other CRM platforms provide. This limitation can reduce the platform’s ability to perform more sophisticated automated tasks. However, it is essential to note that Monday.com offers “Monday AI” as a separate product, but it is only available on the Pro and Enterprise plans
• Restricted automation actions: Automation capabilities are limited in the basic plan, and even in the standard plan, the number of allowed actions is capped at 250 per month. This restriction can be a significant drawback for businesses that rely heavily on automation to streamline their processes, as they might find these limits insufficient for their needs
• Email management unavailable in basic plan: The basic plan does not include any features crucial for many businesses. Essential functionalities such as two-way integration with Gmail and Outlook, email tracking and automation, and sending mass emails are only available in higher-tier plans

The User Experience

Despite having an F rating and not being BBB-accredited, Monday.com has a 2.8 out of 5 rating on Trustpilot, while Monday's CRM has a 4.6 out of 5 rating on G2, a 4.7 out of 5 rating on Capterra, and an 8.5 out of 10 rating on TrustRadius.

Positive feedback

Customers expressed satisfaction with Monday.com’s ease of use and flexibility. They appreciated the intuitive user interface and the ability to customize pipelines and workflows to meet their needs. Many users found the platform efficient for task and lead management, making it easy to implement and beneficial for team collaboration. The template library and the ability to move and interact with boards were also highlighted as positive features, providing a central location for shared information and project tracking. Users from various industries, including real estate, noted that Monday.com maintained an excellent database and was simple to use on any device.

Customers were also satisfied with the service, describing them as responsive and helpful. The platform’s ability to integrate with other applications, such as Google Documents, and their advanced reporting features were also significant advantages. Users appreciated the customizable dashboards and Kanban board feature, which facilitated project management and collaboration. The software’s capability to track client interactions and manage projects and workflows was also valued. Additionally, customers noted that Monday.com improved team communication, allowed for seamless collaboration, and provided useful follow-up reminders, contributing to better sales and project outcomes.

Negative feedback

Customers have expressed concerns regarding Monday.com’s usability and performance. Many users found it challenging to get a full overview of their tasks and manage information effectively when the system became cluttered. Additionally, reports of occasional bugs and slow loading times could be frustrating during critical moments.

Another common issue was the complexity of setting up integrations. Users who are beginners felt lost with the numerous features and found it unclear how to integrate certain tools, such as email tracking, within the CRM. The lack of seamless data exchange between programs like QuickBooks was also mentioned. Additionally, the mobile app sometimes lagged, especially when uploading photos and notes, causing delays in updating the main workspace.

Pricing is a significant concern for many customers. The cost of Monday.com’s plans can be high, particularly for smaller teams or startups with limited budgets. Users noted that as team sizes grew, so did subscription costs, making them less cost-effective. There were also frustrations about additional expenses for previously included features and the limited number of automation actions in the standard plan. These cost issues led some customers to suggest looking for more affordable alternatives.

Customer Service & Support Options

Monday.com offers various customer support options to ensure users receive assistance when needed. Although they do not advertise a direct phone number or email address, customers can request a call, email them, or use the live chat feature by following the instructions on their contact webpage. Additionally, users can submit a ticket to speak directly with the sales team.

To help customers understand and use the product, Monday.com provides several resources. These include a help center, a blog, a community page, and webinars.

Final Words

Monday.com, founded in 2012 and based in New York City, offers a range of project management and CRM tools designed to streamline workflows and improve productivity. The platform provides customizable features, integration options, and mobile access, catering to businesses of various sizes. Their user-friendly interface and flexible pipelines make them versatile for managing projects and customer relationships.

Despite their advantages, Monday.com does have some drawbacks. Users have reported difficulties integrating certain tools and occasional performance issues, such as slow loading times. Additionally, the platform’s pricing can be high, especially for smaller teams or those requiring advanced features, which may affect their cost-effectiveness for some businesses.

While Monday.com offers valuable features and strong customization options, potential users should weigh these benefits against the limitations and costs. Evaluating how well they meet your specific needs and budget constraints will help determine if they are the right fit for your organization.

If you're looking for a different solution, visit our reviews page to explore the top CRM providers and use our comparison tool to see how each company compares to the next. Check out our blog for articles guiding you through decision-making for further insights. We aim to help you find the best CRM solution to streamline your operations and enhance your customer experience.

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