What you need to know about customer relationship management

customer relationship management

A guest post by Myrah Abrar. 

You own a small business, and you do not need a customer relationship management (CRM).

Read that statement again.

If anyone has ever given you advice, we would suggest you dump this advice right away and focus on what you’re going to read now.

Who wouldn’t want their business data to be properly organised, client lists to be sorted, and schedules to be managed?

We understand a small business might not have as much data as a multinational company. However, they still need to keep track of customer’s profiles to keep growing and flourishing.

CRM stands for customer relationship management. You would be surprised to know that a majority of the small business owners haven’t even have heard of the name. If you also fall into that category, you have landed on just the right page.

We have got everything covered about what your small business needs to know about customer relationship management.

What does a CRM software do?

Customer relationship management software is no less than magic. It is commonly used to maintain customer relationships and keep track of the interaction with your consumer and manage your business communication.

CRM also creates a sorted database for all the people you have had business with or all the potential people that can be associated with your business in the future.

What can CRM do for your small business?

You might be unaware of the fact, but CRM software can help you in taking your small business to the next level; let’s see how.

1. Organization and scheduling

You may the most organised person, but when it comes to managing tasks, files, calls, schedules, it can be a little challenging. Even if you hire someone to do that for you or hire multiple people to do one task, there is still a chance that things can go south.

That is when you will start facing serious problems in your business. Keeping everything organised properly will save you from wasting time and unnecessary stress. Also, it will help you to deal with a customer in a better way when you have all their interests sorted out.

2. Improve client communication

CRM can not only improve communication with your clients, but also amongst your team. As soon as the information is fed into the software, your marketing team can use it for retargeting potential clients, and the sales team can then hit them up with emails, messages, or calls.

3. Increase efficiency

With the use of customer relationship management, you can make your business work more efficiently. CRM helps you collaborate easily, and that produces better it saves your time and maximises productivity which in turn increases revenue.

The better you deal with your clients, the happier and satisfied they become with your services and leave reviews which attract more customers.

Implementing CRM can be tricky

However, you need two be mindful of the fact that implementing CRM software can be a little tricky if you do not have basic knowledge of SQL, HTML, CSS, or Java. There are professionals who you can hire to set up the system for you.

Moreover, you can also purchase a custom-made customer relationship management designed specifically for your small business to make it easier to implement and use the solution.

Most CRM software has a usage price associated with them. You may use the trial version for free, but after that, you will be charged for the software. Some CRM software offers a continuous free version, but that includes only the basic stuff, and you might want more than that.

It is important to keep the cost and installation methods in mind before you decide to start using CRM for your small business.

What to look for while choosing a small business CRM

The cost of the software depends on the features offered to you. Here are some of the features you need to look for and then choose software which fits your budget.

Ease of use

You use the software to reduce your work, not add more worries or waste time understanding it. Choose a CRM which is easy to use, and all your employees can understand in no time.


It is essential to keep track of your progress, overall as well as component-wise. This will allow you to understand which marketing technique is performing better and which policy is ceasing progress. An analytical overview allows you to make better data-driven decisions.

Real-time data

Make sure the software you’re opting for provides you with data whenever you need it. You shouldn’t have to wait for the week or month to end. This will help make necessary changes right on the spot if you find out something is hindering your progress.

Customised reporting

The software should allow customise reporting time so you can work on sales, marketing or any other aspect of your business according to you how you want it: daily, weekly, monthly, it’s all your choice. The default setting might not suit you.


Support is the most crucial aspect when it comes to choosing a CRM. Whenever you see irregular patterns in your sales, the software must be able to assist and support you in changing policies which will shift the statistics to the higher zone again.


You should also consider software which best fits the requirements of your company. An eCommerce business would do better if they chose an analytical CRM rather than an operational one.

Similarly, there are industry-specific CRMs as well; a Real Estate company can choose a CRM for Real Estate rather than choosing a cookie-cutter CRM solution.


Finally, consider your budget. CRM solutions have varied pricing models; some follow subscription-based pricing while others offer usage-based pricing. Consider all the factors in choosing the CRM which gives you the maximum value at an affordable price.

Customer relationship management software for small businesses

To summarise, you can say CRM ensures your business is properly organised, you’re receiving real-time data to make important business decisions, analyses your marketing and sales, and also communicates efficiently with your clients through email and chat support.

It reduces time and effort put into handling the business while you can spend more time generating ideas to improve and outgrow your small business.

About the author

Myrah AbrarMyrah Abrar is a computer science graduate with a passion for web development and digital marketing. She writes blog articles for The Real Estate CRM.


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Alice Elliott has been explaining blogging to beginner bloggers for almost two decades, specialising in using ordinary, everyday language to make the process as simple as possible so that anybody can understand.
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