What is a CRM? An Ultimate Guide for Your Business


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Written by Ashlie Jones

Imagine you own a small business serving a number of clients. When you first started, it was probably a simple matter to keep track of all your communication with your clients or potential clients. You could use Post-it notes, email, spreadsheets, or even just your memory to manage these relationships.

But as your company grows, you notice it's becoming harder and harder to keep track of all your customers. Using a combination of notes to yourself and homegrown tools just isn't cutting it anymore. There are simply too many names to remember, phone calls to return, emails to send, and customer issues to manage to keep track of everything in this way.

This is where customer relationship management (CRM) software comes in.

CRM software is designed to help an agency monitor all the facts concerning current and potential clients. Today's CRM systems place a premium on user-friendly interfaces and procedures that you can modify and adjust with a few mouse clicks, making it much more straightforward to keep a record of critical tasks and customer data.


Why is a CRM important?

Contact management is critical to any customer information strategy, including CRM software. A CRM's objective is to gather and organize all information for all types of contacts, from prospects to business associates. CRM systems can assist companies ranging from small enterprises to major corporations by allowing them to:

  • Manage all contacts and collect lead and customer details to create profiles of anyone they engage with
  • Access customer-facing audio, chats, and mail interactions from a single location. (Establishing a systematic, verified sales procedure and presenting the right message on a suitable medium at the right time will help you close more business.)
  • Use analytical CRM technologies to make data accessible, understandable, and valuable to company requirements


Is CRM a requirement for business?

CRM software is a must-have solution for all companies. It makes no difference what industry you are in or the scale of your business; everybody needs a CRM. It enables first-rate client experiences while boosting revenue and providing a competitive advantage.

The adoption of a CRM system is critical to guaranteeing the success of your primary customer-centric strategy. A good CRM includes several capabilities for managing interactions and connections with all of your business contacts. Consequently, your crew feels more empowered, which in turn can increase productivity and improve customer service.


How does CRM relate to my business?

According to recent research, 80 percent of company executives use CRM systems as a single point of contact for their clients. CRM's role has gone beyond that of a contact management platform. Customer connections are critical to the development of your firm; therefore, you must be able to scale customized engagements and establish consistent experiences across the enterprise.


Advantages of building a CRM

Here are some ways CRM systems can help your business flourish:


Increase Customer loyalty and connections

Customer loyalty is an obvious sign that a company satisfies its consumers while also creating connections. It may be the key that unlocks new prospects and extends its customer base. Customer relationship management examines data from prior sales to get information on what is and isn't adequate for existing procedures.


Enhance your Customer support

Customers today want prompt, personalized service at all hours of the day and night. A CRM system can assist you in providing the high-quality service that your consumers expect. Your agents can instantly see what items customers have bought and obtain a record of every contact, allowing them to promptly provide consumers with the information they want.


Reduce your sales costs

New clients are essential for long-term success, but they're not always easy to get. The good thing is you can balance new-client acquisition expenses by selling to your current consumer network. Acquire improved insight into your client portfolio's upsell, cross-sell, and renewal chances, and you'll notice a rise in repeated sales due to the reputation you've already built.


Disadvantages of using a CRM

The benefits of a CRM system for a company exceed the limitations. However, those limitations still exist.


Widespread agreement to adopt

For a CRM system to be effective, there must be widespread buy-in, and the necessary processes must be established. Otherwise, your CRM might end up being underutilized. Employees sometimes don't immediately realize the benefits that come with a CRM. Resistance to a cultural change from within the company can cause significant difficulties with CRM implementation.

Customer relationships may begin to fail due to inconsistency, which causes a loss of revenue. Everyone in the company has to be dedicated to a central CRM so the company as a whole can see things from its customers' perspective.



knowing which CRM to use

Many different types of CRM software are available; the choice of the right one is based on which one works best for your business. Some potential questions to ask and answer when choosing a CRM are:

  • What is the implementation process like, and how much technical assistance is included?
  • How easy is it to use? Can I efficiently train employees?
  • How easy is it to integrate with other solutions I already use?
  • What is the total cost of the software?
  • Is there any setup or additional fees?

rushed migration

When developing a CRM, it's crucial to ensure you have enough development resourcesThe goal of creating a centralized CRM is to provide consistent customer service across all touchpoints, which can't be done if a proper foundation isn't laid. Without adequate time and money spent, your new system is unlikely to have all the features you require.

It is also important to note that a system can take quite some time to develop, from months to even years. The more prepared you are from the outset, the more smoothly your project will run. Integrating and migrating data and information quickly will only work against you.

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What are the best CRMs available?

When deciding on the best CRM for your business, there are several aspects to consider. Because there are so many alternatives on the market, here are the top recommendations based on a variety of criteria, such as how much each CRM costs, how easy it is to use, and how effectively it connects with other standard business software:

  1. HubSpot - An easy-to-use CRM platform that helps scale businesses with sales, service, marketing, and content management software. HubSpot was built on one code base, meaning it has a consistent experience that is easier for your team to adopt and use.
  2. Salesforce - A cloud-based CRM platform built together through acquisitions, representing the expertise and connections that can differ depending on your products.
  3. Zoho - A CRM with an AI-powered assistant, lead management tools, and reporting dashboards that provide insight into sales metrics via desktop or mobile app.
  4. Pipedrive - A CRM that makes visualizing and managing your sales pipeline easy by organizing your deals in pipelines and customizing them, so they're tailored to your unique sales cycle.

Key Takeaways

CRMs are all about boosting revenue, saving time and cost, and providing clients with services they will appreciate.

Regardless of your company's size, you can be confident that a suitable CRM platform exists. If you need help determining which CRM best meets your needs, there has not been a better moment to explore Eternal Works. We have a group of qualified and efficient employees that work hard to provide you with the best support possible.
Schedule a call with us today if you're eager to get involved and attain your company goals and download our template to use hashtags like a pro!

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