CRM Software- Significance & Choosing the Right Fit

  • 9th Nov'21
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Sam Walton perfectly quotes, "There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else."

Businesses thrive not because of smart and practical ideas or in the light of huge investments; they succeed because of customers. CRM stands for customer relationship management. CRM employs tools and techniques businesses use to access, store, assemble and update customers' data. They do so to stay connected to their customers and track their data and behaviors to give them the best experience. After all, every company wishes to retain its customers and build more networks.


Significance of CRM Software

CRM platform ensures every department shares its metrics about customers with each other. It integrates relevant information and helps teams access client data and prioritize improvising every activity. CRM helps companies look ahead by ensuring personalized customer experiences and giving them a competitive edge over others. Listed below are some points that depict the importance of CRM.


Quick Turnover

The benefits of salesforce CRM software are many since it informs other departments about customers' buying preferences. It also encourages them to develop products to suit customers' needs. Hence, the time taken to generate leads and convert them to potential customers greatly reduces. 


Client Clusters

CRM segregates customers as per their buying pattern, choices, behavior, and product/service category. It helps the company to focus on manufacturing customer-driven products and practicing effective delivery methods.


elements of CRM


Streamline Business Processes

CRM merges the functions of different departments, enhances them in terms of quality, and strategizes them for maximum output. It prioritizes the actions relevant to customer management, like feedback, grievance redressal, contacting customers for discounts and offers, etc. 



CRM studies the actions of customers and stores that information for analysis. This way, companies refer to them and produce customized products to suit the needs of these customers. Companies also assess how well the product will do in the market, its longevity, and its success rate. 


Digital Exposure

These days with the proliferation of technology, companies can create cloud-deployed CRM models. With social media interaction, CRM works doubly effectively, collecting more followers, analyzing different behavior, remarkably managing sales deals, and so on. Digital exposure of CRM ensures reaching the customers faster than before. 


Customer Retention

CRM ensures businesses make their customers feel special on occasions through deals and offers, birthday and anniversary emails, and addressing their complaints. To provide customer loyalty, they must maintain constant communication, and CRM does just that. 



CRM integrates all departments to achieve one common goal, i.e., customer satisfaction and loyalty. It may seem expensive during the implementation process, especially for smaller enterprises. However, CRM fetches more ROI with its immense benefits, time management, and integration of functions. 


The Right Fit

It's a bit challenging job to understand which is the right CRM software for your business. However, it will be easy for you to decode the challenge by comparing some of the relevant software available in the market. Here's a look.


CRM Focused on Workflow Management

Whenever a company decides to invest in CRM software, it freezes the one that suits the current work standard and enhances the continuing sales cycle. In making the lead a potential customer, the CRM is equipped with unique features like AI. It is needless to say that the CRM delves into the customers' data, prioritizes the leads, and collects notes from interaction with each customer. Such CRMs design an automated workflow for new leads and save time matching the lead with the right opportunities, projects, services, etc. Just by looking at the communication history, the expert can assess the retention rate of the customers. 

Examples: Hubspot, Zoho CRM, Salesforce, Insightly, etc.


CRM Focused on Analysis and Assessment

CRM that assists businesses in reading the leads' report fall under this category. It compares the outcome of the leads and their behavior and directs a solution that's focused on channel profits at present and forecast future growth. From strategizing strengths to working on weaknesses, an effective CRM software helps to sort. The platform enables the analysis of customers to provide an accurate forecast of future revenue. The templates are user-friendly, give a clear picture of what must be done, and help save time and resources.

Examples: Pipedrive, Mixpanel, Creatio, etc


right CRM software


Cloud-Based CRM

An economical alternative to traditional CRM software that calls for heavy capital investment is a cloud-based CRM. You can access the software from any part of the world with an internet connection. The pricing is reasonable since you pay for what you use and don't bother about upgradation or maintenance. The reason cloud-deployed CRM software is trending is that the provider equips businesses with innumerable choices of inter-departmental products. The CRM software integrates the different modules into the social media platform and adds value through flexibility, scalability, and reliability features. 

Examples: Apple CRM, Amazon CRM, Freshworks CRM, etc.  


Communication Focused CRM

One of the super effective tricks to retain customers is to communicate regularly with them. Divide them into groups based on their preferences, age, location, etc. Activate tools that build their profile and track their actions via emails about deals and discounts. Also, know how often do they respond to such emails and offers. Promotional advertising and digital marketing can help the sales team engage customers visually and create support for multiple channels. CRM software incorporating such interactions enriches customers' experience and becomes the most valuable asset for your business.

Examples: Drip, Hubspot, etc.


Industry Based CRM

Businesses can create the right CRM software based on the industry focus, need, and value of the software. For example, the tool can ensure maintaining patients' historical health records, update new status and refer to them in the future. It should also be user-friendly for the patient to update information, check status, lab results, and make payments. Kareo is one of the examples common to big hospitals.

Similarly, CRM software built for a finance industry should incorporate legal implications like auditing, reporting, enhanced security, and compliance with industry standards. Real Estate CRM software should connect leads from both ends and follow up with them.

Examples: Redtail, Juniper Square





CRM software is available for all types of businesses, i.e., large, medium, or small enterprises. The above classification can enlighten you to choose the right CRM software that caters to your business needs providing creative solutions and ensuring excellent relationships with your clients. Understand the possible benefits, customize the software, ensure proper implementation, and do not forget to train your personnel on the go because a successful CRM implementation could make you a smarter contestant in the competition.


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*Note: The content published above was made in collaboration with our members.

About the author:

Supriti Tripathy, OpenGrowth Content Team

A believer of good things and pursuer of diverse avocation, she is a fiction lover and a simple writer. Supriti has a number of professions to her list and she feels challenges are the only answers to failures.

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