The Importance of a Good CRM

Wednesday 2nd November 2022

What is a CRM?

A customer relationship management (CRM) system is a tool used by businesses to manage and improve their interactions with customers. It is an important tool because it helps businesses to better understand their customers, their needs and preferences, and their behavior.

What does a CRM do?

By using a CRM system, businesses can store and organize customer information in a central location, and they can use that information to personalize their interactions with customers and provide them with a more seamless and consistent experience. A CRM system can also help businesses to identify trends and patterns in customer behavior, which can inform the development of marketing and sales strategies.

Additionally, a CRM system can help businesses to improve communication and collaboration between different teams, such as sales and customer service, to ensure that customers receive the best possible support.

Overall, a CRM system is an important tool for businesses because it can help to improve customer satisfaction and loyalty, which can drive business growth.

How much should a CRM cost?

Pricing up your CRM system depends on what you want to use it for. If you are a highly customer centric organisation, sending out lots of emails to customers, having lots of phone calls, and offering products or services with several sales stages, then a more powerful CRM will be a great investment.

The power of CRMs is often the reporting that you can get from it. Some key questions to ask the software are:

  • Does it come with some great template reports?
  • Can you create your own custom reports?
  • How much data arfe you allowed to store?
  • Can you do date range comparisons?

CRM systems are often priced per user, so be clear to factor that in as well.

What CRM systems do you recommend?

In previous roles, I have used CRM systems from Salesforce, Capsule, Microsoft and Zoho. My personal preference is using the Zoho CRM system because it is phenomenal value (£35/user/month) and their Zoho One option gives you access to email marketing, social marketing, helpdesk ticketing, support article publishing, accounting, project management and so much more.