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What is a CRM? Do I need one?

A CRM, or customer relationship management system, is a software system that helps you organize and manage all information about your customers.

It's a valuable tool for all businesses, from small shops to large corporations. A good CRM will help you connect with your customers in new ways and keep track of what they've done before so you can make sure their next experience with your brand is even better than the last one.

  • Understand your customers: A CRM allows you to track all of the details about each customer—their name, email address, phone number—and how they interact with your company. Are they a lead? Prospect? Have you earned their business? If they have earned your business, what do they purchase? How much do they purchase? This data will help you understand who is buying from you and what they're interested in purchasing next

  • Improve customer service: A common problem for small businesses is that there are no systems for tracking customer information or conversations between the business and its clients. With a CRM solution like Salesforce, Hubspot, and, it's easy to keep track of all interactions with clients so that when someone reaches out about a specific issue or concern, it will be possible for them to receive an immediate response rather than having no way of contacting someone who could resolve their problem quickly (or even at all).

  • Analyze sales funnel activity: Tracking lead generation efforts helps businesses understand where leads originate from (e-mail campaigns vs. social media ads), which channels generate more qualified prospects (prospects who have interacted with product pages), where they move through the pipeline (do people abandon shopping carts?), which leads convert into sales opportunities most often... and so on. This can help shorten the sale cycle and focus more energy on the hottest prospects.

So, do I need one?

The short answer is yes. CRMs are one of the most powerful tools in your business arsenal. As a small business owner, you need to be able to track, update and manage the information critical to your business—and with CRM software at your disposal, you'll be able to do that better than ever.

CRM Recommendations

Salesforce: Best for small and growing businesses, Salesforce is one of the most widely known CRM tools. They not only offer CRM capabilities but offer solutions for marketing and customer service.

Keap: Best for ease of use that has a simple setup and is user-friendly. From the dashboard, you can text, email, book appointments, process purchases, and add invoices.

Hubspot: Best for integrations. With Hubspot, you can centralize your data from various software providers. Hubspot also has other offerings, like marketing automation and SEO recommendations, and so much more, which makes it a great well-rounded tool. Best for multi-use as a CRM and project management tool. This one is my favorite option. With Monday, you can keep track of leads and proposals, and once these prospects turn to clients, you can set up projects, and tasks, keeping track of where clients are in your onboarding process, and so on.


When you think about how much time, money, and energy goes into managing a customer relationship, it's clear why you should use a CRM. A customer relationship management system can help businesses improve their communication with customers and streamline both internal and external processes. The bottom line is that these systems are an essential part of any business' growth strategy today—so if you haven't already started implementing one, now's the time!

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