What is CRM? A Beginner’s Guide to CRM Software


CRM stands for Customer Relationship Management. It can be defined as a way for an organization to improve all aspects of servicing both existing customers and potential customers through the sales process and using specific software to make it happen. With all of the communication that has to be coordinated by sales and customer service departments, the right software can mean the difference between retaining satisfied customers and making new sales, or losing them because promises weren’t kept or they received slow and haphazard attention due to the sales and service departments not communicating with each other.

The goal of any business is to make the most money possible from customers by getting new leads, turning those leads into customers and then keeping them as long as possible. According to KDG, a certified Zoho CRM development company, CRM software can replace the manual methods of sending emails, using multiples spreadsheets or sending mailers through the post office, which may or may not be tracked and recorded to gauge the results. CRM makes this process more efficient and streamlined, but it also adds so many new ways to improve customer interaction as well.

How does a business benefit from Customer Relationship Management?

Better communication with customers

CRM software can automate the process of setting up reminders and sending emails at preset intervals so that no lead is lost and communication with existing customers is ongoing.

The sales team can stay up to date with current proposals and know exactly where they are in the sales cycle. Automated Workflow Rules can be set up, which means that certain actions can automatically be completed when an event happens, then triggers it into action.

Better organization of customer data

Simply enter existing customer’s data and sales leads and contacts into the CRM system and that data can be tracked through all points of engagement with the customer.

Better information sharing between sales and customer service

Since all customer data is consolidated into one database, a sales team can access it through multiple devices wherever they are. Management can set the limit on who has access to particular information so that data security is maintained.

Better sales lead collection and retention

Forms to capture leads from your website can be embedded into the contact information pages and start the sales process. This contact can then be assigned to a salesperson for immediate followup so no lead will fall through the cracks and be lost.

Better sales team reporting and analysis

Because CRM creates so much detailed sales information, weekly and monthly sales reporting will give the sales team a specific breakdown of how close they each are at hitting their goals with details in the sales cycle for each lead and contact.

12 most common problems that using Customer Relationship Management can easily fix in a business

1. Not knowing if a business is growing and the reasons for the growth when it happens.

2. Losing business due to leads not being acted upon fast enough or at all.

3. There’s too much information to keep track of and no way to record it.

4. Leads and prospects are lost when employees leave the company.

5. The salesmen waste their time trying to find customer emails.

6. There is no email consistency from one sales team member to the next.

7. Customers and prospects having to repeat the same basic information, every time they call in, this makes them feel like they don’t matter enough for the company to remember them from the prior contact.

8. Every salesperson has a different sales method and process.

9. You don’t know if your marketing dollars are being spent wisely and how effective it is in sales numbers.

10. No way to prioritize the sales team’s to-do lists and have no way to collaborate as a team.

11. You don’t know how effective online marketing is (such as Google Adwords and Bing Ads), because your sales close offline and the source of the lead isn’t recorded.

12. Appointments and necessary tasks are not remembered and missed.

As you can see, there is no reason not to used CRM if a business wants to be competitive in the market. According to statistics offered by the CRM software company Salesforce, the adoption of Customer Relationship Management can increases sales (as much as 29%), improve productivity by 34% and increase the accuracy of sales forecasting by 40%.

The only really difficult part of implementing CRM software into an organization is finding the right vendor. There are quite a few very good alternatives, so the best place to start is with a list of the best CRM software available.

Here is a list of the top-rated CRM Software brands available:

  • Monday.com
  • Oracle Sales Cloud
  • Sugar CRM
  • Salesforce Essentials
  • Creatio CRM
  • Mailchimp
  • Pipedrive
  • Insightly
  • Sage CRM
  • Zendesk Sell
  • Salesforce
  • Claritysoft CRM
  • Zoho CRM
  • Nutshell