Founded by Jon Ferrara in 2009, Nimble isn't as much of a newcomer to Customer Relationship Management as its age might suggest. It's an outgrowth of an earlier, and much-respected, CRM called GoldStar.
Where other CRM software takes something of a Swiss Army Knife approach to CRM, Nimble is tightly focused on social media as part of the CRM workflow, allowing businesses to target their efforts based on clients' preferences, behaviors and priorities.
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|Reviewed by Expert Market:||21/09/2015|
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Product, Service and Solution
Nimble is a cloud-based service with a simple pricing plan. It’s $15 per month per user, which gives access to:
Contact Management - Nimble imports and manages contacts from Yahoo, Gmail/Google+, Skype, Outlook, Twitter, Facebook, LinkedIn, Instagram and others.
Insights - Nimble provides detailed analytics on contact activity, brand mentions, interactions and tasks for your contacts.
Activity Management - Tasks are easily assigned and easily managed in a list or calendar view that's sorted by contact, team member or task type.
Sales and Marketing - Enables users to leverage their social networks for social selling, driving engagement and sales.
Social Listening - Discover and engage on the basis of contact conversations and activity, ensuring that conversations are timely, relevant and productive.
Unified Inbox - Whether by channel type or overview, you can track mentions and conversations in real time, ensuring customer concerns aren't being met with dead air.
Apps Marketplace - A healthy third party app ecosystem affords the ability to integrate anything from individual functions to third-party services like MailChimp, Dropbox, Magento, Shopify, and Microsoft Dynamics CRM with ease. Mobile apps for iOS and Android allow you to manage many of Nimble's services on the go.
Nimble Social CRM
Nimble lives up to its name by helping your business stay agile. By allowing users to see what their contacts and clients are talking about, it changes the contours of the customer lifecycle by allowing your employees to reach out to customers with information that's meaningful. This helps in retention, as a simple "Happy Birthday" or congratulations on an engagement or the birth of a child goes a long way toward reminding your customers that they matter to you.
However, it's an equally powerful sales tool, since the conversations your customers are having - about you, your product, your industry and their needs - help you tailor your messaging, your sales pitch, your customer service and the conversation around your brand.
Digiterati.co founder Jey Lawrence sets out to better understand buyer behavior in order to influence their purchasing decisions. The company brought two challenges to the table: they were heavily invested in the Google Apps ecosystem and they were firmly committed to lean startup principles.
After trying several CRM systems and finding each lacking, Lawrence turned to Nimble. His criteria were simple: the CRM would need to integrate with Google Apps; it would need to be flexible and affordable; and it should provide insights that would allow his business to adapt on the fly. Nimble delivered.
Lawrence estimates that Nimble saves him four hours a day while giving him actionable intelligence on the people to whom he speaks daily. More effective use of social media leads to a better customer experience and a more effective way of doing business.
Financial Crime Partners specializes in preventing and addressing financial malfeasance. Faced with challenges that included a remote/distributed workforce, issues with efficiency, productivity, information sharing and access and lead management, the company enlisted Nimble’s help.
This allowed them to augment Google Apps with a tool that would capture, track and qualify leads while also making interactions with those leads more effective to improve conversion rates. Nimble's social search, LinkedIn integration and list segmentation helped to bring a sense of order and organization to the company's previously chaotic workflow. FCP cited the ease of onboarding, improved organization and time saved by their use of Nimble as key benefits.
Benefits and Drawbacks
There are other, cheaper solutions for social media management. Some others however, merely act as a container into which social media activity is unceremoniously dumped. Nimble allows for analytics and a degree of organization that takes it beyond the equivalent of a shoebox and turns it into a systemized tool.
The logical (and affordable) pricing structure is helpful, as are the free 14-day trial and the ability to use an individual personal account for free. Both the trial and the free option are a good way to try before buying. The smaller feature selection means less learning curve, since it's easier to find and learn the features you need and not be burdened by unnecessary fluff.
Native email integration and analytics are lacking; however, Nimble easily integrates with several popular email services. The system also has a habit of overlooking duplicate contacts, so periodic checks are suggested to avoid duplicate information and tasks. Finally, Google Calendar synchronization only syncs the Google Calendar to Nimble, not the other way around.
Nimble is something of an odd man out in the CRM space. It's not nearly as full-featured as many of its cohorts like Infusionsoft or Salesforce, and is probably better used in tandem with another CRM if your business makes use of automated marketing sequences, sales funnels and the like. As other SaaS CRM companies add social media features to their software, it may seem difficult to see how Nimble fits in, given that many business owners will prefer the convenience of an all-in-one solution.
With that being said, it's easy to see how Nimble's limited feature set can complement an existing CRM or e-commerce solution (its metrics are much better than those offered by other solutions). For some businesses, it's also conceivable that Nimble alone could be just enough.
Some solopreneurs whose businesses don't need a full-featured (and expensive) CRM but whose business relies heavily on a social media presence - authors, content creators, musicians, recruiters, HR professionals and smaller design and marketing firms that want to offer outsourced social media services to their clients- may well find that Nimble fits the bill quite well.