Software and data
CRM
Customer relationship management software: one place holding every customer, enquiry and conversation, so the history does not live in individual inboxes.
What cRM means in practice
The value is not the features, it is that there is one answer to "what is happening with this customer". A business without a CRM usually has that answer spread across a shared mailbox, somebody's phone and a spreadsheet, which works until the person holding most of it is on holiday.
The common mistake is buying a large system and using a tenth of it, then paying per user per month forever for the other nine tenths. Start from the two or three questions you cannot currently answer quickly. If a standard product answers them, buy it. Building only makes sense when the way you work genuinely does not fit anything off the shelf.
Talk to us about IT support or a project
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