CRM software FAQs

Businesses store valuable customer information in many ways. For some, this knowledge lives only in the minds of the owner, with contacts stored in a mobile phone, little black book or a basic card index box. 

13 CRM FAQs

1 What is CRM software? 

2 What information can I store in CRM software? 

3 How much does CRM software cost? 

4 How can CRM software enable me to sell more to my customers? 

5 How can CRM software save my business time and money? 

6 How can CRM software make my marketing more successful? 

7 What common challenges can CRM software solve? 

8 How can I tell if my current CRM software needs upgrading? 

9 Aren’t all CRM systems the same? 

10 What should I consider when researching CRM software options? 

11 Are there any sector-specific CRM software requirements? 

12 What are examples of popular CRM software? 

13 What is the best way to introduce a new CRM solution? 

Others use spreadsheets to record customer details, making the information easier to access, share and store securely online. But CRM (customer relationship management) software goes much further by helping you save time, reduce costs and increase sales by unlocking the full potential of your customer data. 

To help you understand how CRM software can make your business more efficient, customer-focused and profitable, here are answers to 13 frequently asked questions (FAQs) about CRM software systems. 

1 What is CRM software?

CRM software enables businesses of all sizes to store, organise and manage valuable information about their existing and prospective customers. It keeps all your customer data in one place, making it easier to track interactions, follow up on leads and build stronger relationships that drive sales and growth. 

2 What information can I store in CRM software? 

Information or data that you can store within CRM software includes:  

• customer contact details 

• communication history (emails, calls and meetings) 

• sales records (purchases, agreements, quotes) 

• marketing activity (campaign engagement, preferences, etc) 

• support-related information  

• customer behaviour (eg website visits, etc). 

3 How much does CRM software cost? 

The average cost of CRM software ranges from £10 to £50 or more per user per month, depending on features and provider. Many CRM software providers also offer free plans or flat-rate pricing. 

4 How can CRM software enable me to sell more to my customers? 

CRM software helps you log every customer call, email, and meeting, so you can easily track interactions and have more personal, informed conversations. By giving you a clearer view of each customer’s habits, preferences and needs, it helps you build stronger relationships, spot new sales opportunities and turn leads into loyal customers. 

5 How can CRM software save my business time and money? 

CRM systems conveniently bring all your customer information together in one place, helping you streamline your processes and work more efficiently. CRM software can automate repetitive tasks, reduce manual data entry and improve communication and collaboration between team members and parts of your business.  

6 How can CRM software make my marketing more successful?  

CRM software helps you run more effective marketing campaigns by arming you with accurate customer data so you can target the right people with personalised messages. It gives you valuable insights into customer preferences and behaviour, helping you boost engagement, improve your response rates and get a better return on your marketing investment. 

7 What common challenges can CRM software solve?

• Disorganised customer information scattered across handwritten notes, spreadsheets, emails and out-of-date systems. 

• Knowing some information about some of your customers, but not enough to maximise your sales. 

• Time-consuming customer admin tasks that slow you and your people down and ultimately waste money for your business. 

  
  

8 How can I tell if my current CRM software needs upgrading?

You might need to upgrade your CRM software if it no longer gives you the customer insights you need or makes it hard to access accurate, up-to-date information. If your system can’t grow with your business, integrate with newer tools or support your growth plans it may be holding you back instead of helping you move forward. 

9 Aren’t all CRM systems the same?

No, software-based CRM systems vary. There is no such thing as a “one-size-fits-all” CRM software solution, you need to find the right CRM software solution for your specific needs.  

10 What should I consider when researching CRM software options?

• Scalability: Can it grow with your business? 

• Integration: Does it connect with your existing tools and systems? 

• Simplicity: Is it easy enough for you and your people to use? 

• Automation: Will it save you time and money by making tasks easier? 

• Analytics: Will it tell you the customer information you need to know? 

• Cost: What value will you get compared to other options? 

  
  

11 Are there any sector-specific CRM software requirements?

This can be a major consideration. For example:

• A small retailer may need their CRM to identify and send targeted offers to customers based on their purchase history, preferences or behaviour. 

• Manufacturers often sell through distributors, wholesalers or dealers. They will need their CRM to track communication history and order patterns, while automating follow-ups for reorders, product updates or service reminders. 

• A construction firm might use its CRM software to track tender bids, log estimate requests and other inquiries from potential clients, as well as follow up in good time. 

• A haulage firm might use its CRM to automate its customer notifications by linking it to its fleet management system and sending real-time updates via email or SMS to clients about delivery status, delays, etc, keeping customers better informed and reducing customer communication costs. 

  
  

12 What are examples of popular CRM software?

• HubSpot CRM: All-in-one platform that can enable you to better manage your marketing, sales and customer service. Its free CRM tools can help you to track leads and automate customer follow-ups.  

• Salesforce: A powerful yet scalable CRM platform that can help small businesses to better manage their customer relationships, sales pipelines and service interactions all in one place. 

• Zoho CRM: Offers an affordable, easy-to-use platform to manage your sales, customer interactions and marketing, all from one dashboard. It helps you to automate routine tasks, track leads and improve customer engagement. 

• Pipedrive: It automates follow-ups, tracks communications and provides clear insights into sales performance, which can save you time and boost your productivity. Simple and scalable. 

• Other CRM software options are available, so be thorough when researching them and find one that best suits your needs and budget.  

  
  

13 What is the best way to introduce a new CRM solution?

• Set clear goals: Decide exactly what functionality and information you need your new CRM to give you.  

• Clean your existing customer data: If stored, before importing into your new system, audit and standardise your customer records. Delete duplicates and outdated entries, as these will simply waste your time. 

• Get your team onboard: Their full involvement will ensure that your CRM system serves their practical needs and maximises value to your business. 

• Provide training and support: Provide onboarding sessions and ongoing support. Your people should know how to get the best of out of your CRM and what to do if they have any issues.  

• Start small, get more advanced: Begin with core features provided by your new CRM, then expand into more advanced automation, integrations and analytics, so that you can truly maximise your return on investment.