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What is a CRM?

A CRM (Customer Relationship Management) is a technology that focuses on customer relationship management. It is used by companies for three main processes: lead generation, deal management and customer service.


Before and After a CRM

Without a CRM

Accessing all sales activity and customer information is difficult and expensive for a sales representative. Interactions such as email, calendar activity, files and data are managed in several individual systems that are not integrated with each other.

With a CRM
A CRM is a unified platform that integrates processes and stores customer sales information to manage relationship with them. It enables efficient management and simplifies communication through emails and tasks in order to reduce time and effort.

Without the CRM

For a sales person it is difficult and time consuming to access all the sales activities and customer information since interactions like email or calendar activities, files and data are managed in various individual systems that are not integrated together.


With the CRM

CRM is a single unified platform that integrates processes and stores the customer sales information to manage the relations with them. It enables efficient management and streamlines the communication through emails and activities in order to reduce the time and efforts.


The CRM Processes

 CRM systems can be used successfully across various departments within an organization to improve operations and streamline customer interactions. 

Marketing Process

Attract potential customers through digital strategies and tools then assign them to salespersons.

Sales Process

Opportunity management helps sales representatives to open opportunities and close more deals.

Customer Service Process

Open tickets from multiple channels to resolve customer issues.

Marketing Process

Attract the potential customers with digital

tools and strategy then assign to sales.

Sales Dashboard (20)
Sales Process
The deal management will help sales to open opportunities and close more deals.



Customer Service Process

The deal management will help sales to open opportunities and close more deals.




An example of how CRM effectively manages the stages of the customer lifecycle:

  1. The lead lands on the company's website or landing page to know more about a product or a service.
  2. The lead fills in a form with their details on the dedicated landing page.
  3. CRM system captures the lead information and notifies the sales person to follow up.
  4. The salesperson sends to the lead a quote with relevant information and targeted offers, guaranteeing a personalized and quality service.
  5. The CRM system tracks all closed deals, customer interactions and the journey of each lead through the sales pipelines.
  6. The customer service team can also handle tickets, improving overall customer satisfaction to build a long-term relationship with the company
  7. Through various surveys, we can analyze the level of satisfaction of our customers and continuously improve their experience with the company.

CRM Tools

Lead Management

Track and manage leads throughout the customer acquisition process.

Sales Pipeline

It allows the sales team to analyze opportunities and forecast revenue.

Activities Management

Synchronize your emails, manage events and tasks, and collaborate with your team.

Marketing Automation
Automate your repetitive tasks, thereby increasing efficiency and effectiveness.
Campaign Management
Track your marketing initiatives and calculate their return on investment (ROI).
Reports and Dashboards

Track and monitor the performance of various businesses with key metrics.

How CRM can help Sales Teams 

Improve the productivity and effectiveness of your sales team by leveraging the features and capabilities of CRM. Sales teams can streamline their day-to-day activities, stay organized, prioritize tasks, and increase efficiency and effectiveness in driving sales.

Customer Information

You can find all customer details in one place along with all activity and interactions.


List of Customers

Organize customer segments and discover your potential customers with lists in real time.


Manage Tasks and Deals

Organize your time, remember priority activities and manage all sales opportunities.


Mobile Access

This ensures that your sales team always has the latest customer data at their fingertips for quick and easy access.


Improve your Sales with CRM

Increase Collaboration between the various departments

Share customer data across teams and foster effective collaboration for a consistent customer experience.

Improve Customer Relations

Enable your company to understand the needs of its customers and personalize interactions to provide more targeted and timely support.

Enhance Sales and Marketing

The CRM features integrate all departments to work together ensuring a better performance of the teams.

What is not a CRM

CRM offers many advantages to businesses. Optimize sales and marketing processes by automating tasks and improving efficiency, it also increases customer satisfaction through improved communication, timely follow-up, and personalized experiences. It's just as important to understand "what CRM isn't," to ensure proper implementation and alignment to specific business needs. Here are some points to consider :

CRM is not a management system, but it supports the sales team in providing information by reducing time-consuming activities.

CRM does not generate estimations, but helps companies interact with their customers by sending the estimations, managing and following the negotiation part.

CRM is not an order entry software, but it allows you to centralize and organize the data of your existing and new customers.

CRM is not just data entry, it reduces the salesperson's efforts and time in adding customer information to the system.

Steps to Implement a CRM

 CRM implementation is a strategic process through which companies integrate CRM systems into their operations. You need to address any challenges, optimize system performance, and align them with the evolving needs of your business. Implementing a successful CRM allows companies to effectively manage customer relationships, improve customer experiences, and drive business growth. This involves several key steps.


Get your CRM today!

Book a Free demo with us for the better understanding of the CRM systems and their implementation.

Is it possible to integrate a CRM system with other applications?

Yes, many CRM systems offer integration capabilities to connect to other applications such as marketing automation platforms, customer support systems, accounting software, and ecommerce platforms. The integration enables seamless data exchange, increased workflow efficiency, and a unified view of customer information across systems.

How can I ensure the successful adoption of a CRM system within my company?

The success of the adoption of a CRM system can be ensured through:

  • Comprehensive user training
  • Demonstrating the benefits and value of the CRM system
  • Customizing the system to fit your business processes
  • Encouraging user engagement and feedback
  • Measuring system usage and performance
  • Constantly supporting employees during the transition.
Why is CRM important for businesses?

CRM is important for businesses because it allows them to manage customer acquisition and retention processes. By centralizing customer information, businesses can gain a complete view of their customers, personalize interactions, and provide better customer service. CRM also helps businesses track sales leads, improve marketing campaigns, streamline processes, and make data-driven decisions to improve overall business performance.

How can a CRM system benefit my business?

Implementing a CRM system can bring several benefits to your business, such as:

  • Improved customer relationships and satisfaction
  • Improved sales and lead management
  • More effective marketing campaigns and personalized messages
  • Streamline processes and increase operational efficiency
  • Better collaboration and communication among teams
  • Decision-making based on data and analytics
  • Adaptability and support for business growth