Glossary » CRM (Customer Relationship Management)

CRM (Customer Relationship Management)

What is CRM?

CRM is also known as Customer Relationship Management and can be defined as a fundamental method used by a company or organization to manage its interactions with customers or potential customers. A customer relationship management system is also utilized as a strategy to help and control companies or organizations streamline their systems and processes to enhance various functions. For example, CRM assists companies to nurture relationships with leads, managing subscriptions, customers, and prospects as well.

CRM strategy can empower your company, business, and organization by managing your customer relations more effectively and by automating sales, marketing, customer service, and assisting with tasks. By adopting CRM systems to your business you can run customers from past, present, and the future. Another great feature of CRM strategy is that it connects all the data from your sales leads and customers into one specific place which is fully automated and available at any time and place. 

Key Features of CRM

Although CRM is mainly associated with sales functions and organizing customer management it can definitely do so much more.

From customization to social media interaction, let’s get into the strong and top features of CRM and what they can do for your organization:

  1. Automate and Enhance Workflows: workflow automation is a key feature of CRM systems. What this means is that CRM allows you to custom manage and connect with sales automation to assist your organization and employees become more productive and less complicated. In addition, with CRM functions you can automatically enact a particular action based event or case. For example, when a sales representative gets a message, the CRM system automatically sends a fast and simple response to acknowledge that message to you.
  2. Third Party Integration: CRM is the perfect way to make profits and save time, because with this system you can integrate other databases and software to have one system which certainly saves you time and money. Also, by integrating CRM with third party systems you can back up, sync data, run, and automate software solutions. For instance, you can automatically sync sales and connect with different information in your storage by using CRM which eliminates manually doing this with other systems.
  3. Customization: Customization is another core feature of CRMs by allowing you to personalize basic areas of your system. For example, you pick which specific data shows on your dashboard. However, that’s not all with CRMs you can also customize extensions, add-ons, and plugins.
  4. Customer Service and Satisfaction: Customer service and satisfaction is a vital component of CRM systems, mainly because it can help obtain and keep customers by exerting the perfect customer service enactments. CRM additionally puts forth core properties in line with customer service, such as 360 automated view of customers and relations, tracks all points of communications with customers, personalized customer trackings, and so much more. In line with these properties, CRM interacts with third party systems to enhance and simplify customer service and satisfaction too.
  5. Employee Tracking and Management: Another crucial feature of CRM is how it tracks and manages employee activity and performance. With this core feature, your organization’s employees can use their own customized accounts while management can also access the dashboard to make changes and track functions. 
  6. Lead Management: CRM systems employ lead management as one of its main features to assist and boost sales. What this means is that the CRM in hand will help with identifying the company’s leads and assist with the sales cycle and process.
  7. Social Media Boost: CRM not only helps and manages sales, but also empowers marketing functions, such as social media enhancement. For instance, with a CRM your company can make use of social media and its features from one system, rather than constantly wasting time on switching platforms. With this great feature, your company can benefit from time management, making profits, and leveraging its brand. 
  8. Real Time Data Control: CRM systems are famous for the controlling of real time data. What this means is that CRM can pull real time data from devices and applications and use it effectively and fast. This control of real time data is great to generate and increase marketing power. 
  9. Customer Analytics: CRM systems customer analytics is a great way to put forth insight and observations into customer data. This is very important for marketing purposes, because it assists you in enacting better decisions in terms of products, services, and communications you provide to customers. For example, with CRM your company can customize customer data to become simple and easy to comprehend. 
  10. Email Tracking and Integration: With the manual process of tracking and syncing emails can be overwhelming, boring, and time consuming. However, CRM eliminates this manual process into an integrated automated system. What this means is that CRM email tracking and integration helps keep your sales organized and effective. For instance, your company can sync email customers fast and easily with the CRM system with a complete view of them as well. 
  11. Simplify Reporting: Another influential and essential feature of CRM systems is related to reporting. This feature enables effective marketing and sales enactments and combines them to fully function. For example, with the CRM reporting feature your company can use effective emails and convert leads automatically.
  12. Sales Forecasting: Sales forecasting is a major feature of CRM. With this feature companies can improve sales by predicting future sales based on concrete data from the company’s pipelines. For example, your company can qualify leads more accurately and visualize targets more effectively. 

Advantage of Using a CRM

Using a CRM has many fundamental benefits that can empower your company or organization to become more effective and powerful.

For instance, your company can take advantage of marketing and sales functions and bring better solutions to its customers and services. However, that’s not all there are multiple advantages to using a CRM. 

Now, let’s get into the benefits of using a CRM:

  1. Easy Access to Customer Data: With CRM you can benefit from easily accessing your customer data, because your CRM system will improve your flow of informational organization. 

    What CRM does in terms of customer data access is that it eliminates the manual process of employees collecting data, such as filing cabinets, looking for data, and writing multiple notes.

    Instead with CRM systems, your organization can identify, document, and record data automatically. What this means is that, the CRM system allows your company to store large and complex data into easy and fast generated data of customers to be easily accessed. 

    Also, with customer data CRMs control the data to be stored in a single system which is time efficient and organized.
  1. Improves Customer Service: CRM is a great way to boost and improve your company’s customer service and take it to the next level. One way this is made possible is with the CRM systems fast and simple processes by enforcing great time management. 

    For instance, with CRM as soon as a customer contacts your company, your sales representatives will quickly be able to receive and put forth all the relevant information related to past purchases, needs, and anything else that might help the person acquire and solve the problem of the customer

    In addition, with CRM your company can use past information and history to easily solve customer needs and enhance customer services.
  1. Team and Cross-Functional Collaboration: Another advantage to using a CRM is that it enables team and cross-functional collaboration and communication of the company. 

    For instance, CRM allows for any type of employee to supply and enact the same level of high service, because the employees will have the exact same access to customer data and information.

    Also, CRM puts forth detailed customer information accessible to whomever may require it. CRM enables team and cross-functional collaboration and communication not only in the office, but also anywhere else with its easily accessible functionality. 
  1. Identify and Categorize Leads: Another benefit to using a CRM for your company is that it helps identify and categorize leads by automating the workflow of the company’s functions, such as sales, marketing, and more. Without a CRM system, sales functions face many problems such as functioning properly, completing tasks, etc. 

    CRM systems enable sales functions to be enacted greatly and with minimal problems. For example, sales representatives can easily fill out forms, send reports, enable documents to be completed, and more with CRMs. 

    CRMs assist all the functions of sales thanks to its automation feature which empowers sales to identify, categorize, and close leads mainly because the CRM system will take care of all the details.
  1. Increase Customer Lifetime Value: With CRM you can increase customer lifetime value, because it will generate greater efficiency for your company’s many teams. For example, CRMs automatically store communication permits and help you view emails, phone calls, and calendar information in one specific place. All of these great properties can also be accessed easily and quickly by multiple teams within your company thanks to CRMs.

    What this means is that your company’s customer service, sales, and marketing teams can access and share important information and needs about your clients and increase customer lifetime value. This CRM can benefit your company with many enactments, such as closing a deal, making a sale, increasing product knowledge, great customer satisfaction, and so much more.
  1. Save Time with Automation: Another core benefit of using a CRM is automation and saving time with it. For instance, with manual processes of companies miscalculated data is a huge problem. However, with CRM systems this problem disappears due to the automation feature.

CRM systems store core information in one specific place which enhances the process of analyzing data through automation. Also, with automation implemented by CRM systems your company can quickly integrate and interact with distinct tools which make your company easily save time. Reporting data becomes less complex with CRMs automation too and makes your company more effective, productive, and manage time.

CRM Platforms

CRM platforms are a fundamental way companies, organizations, businesses, and various industries benefit from. From optimized marketing to customer loyalty to enhancing the sales process, CRMs amplify and strengthen many. 

However, who uses CRM systems?

The simple answer is companies that need to generate and nurture leads in sales and create effective customer service seek CRM systems. CRMs are also used by companies that need automation within their company, because managing leads and customers manually creates complex and complicated processes. CRMs provide efficiency and data storage tools that create sales leads and great solutions for the company in hand. 

Here are the top industries that use CRM systems:

  • Retail and eCommerce Sectors: By using CRMs these industries have a better understanding of their leads and how they flow, unite customer service under a single platform, boost businesses, and manage customer satisfaction.
  • Healthcare: By utilizing CRMs the healthcare sector has benefited largely. For instance, this industry has used unified data collection, received patient insights, customized patient data, improved patient experience, and used automation to minimize errors. 
  • Real Estate: By using CRMs the real estate sector has gained vital advantages, such as visualizing performance, generating sales leads, managing marketing, and so on.
  • Financial Services: The financial services have benefited largely by using CRMs. For example, increase customer satisfaction, manage productivity, build customer loyalty, and enhance time management.
  • Hotels: The hospitality industry has used CRMs for their advantages, such as managing data collection, automating real time data, improving customer relations, and so much more.

How to Choose the Right CRM Platform

CRM platforms have gained a solid and great reputation within many different industries and companies from healthcare to financial services and more. 

There are three core reasons for why customers select Dealhub as their specific CRM platform.

Fast Implementation: One extremely crucial reason for why Dealhub ranks the CRM systems category is because of its ability to quickly, seamlessly, and easily integrate the platform. Customers’ needs are met to the highest standards and are done to easily be followed and automated. 

Easy to Use: Another vital rationale for why Dealhub’s CRM platform tops the charts is for its great and user-friendly usability which assists in streamlining crucial business processes.

Award-winning Support: One critical reason that Dealhub is ranked as #1 is its customer support and success teams which work with each step of the way for excellent customer success and integrates core CRM automated experience. 


  • Customer relationship management
  • Contact relationship management
  • Lead relationship management
  • Prospect relationship management
  • Sales relationship management
  • Client relationship management
  • Contact management software

People Also Ask

Is CRM a software?

The simple answer is: yes CRM is a software. CRM is a great software used by a company or organization to manage its interactions with customers or potential customers. CRM is utilized as a strategy to help and control companies or organizations streamline their systems and processes to enhance various functions.

For example, CRM assists companies to nurture relationships with leads, customers, and potential customers as well. CRM software can also empower your company, business, and organization by managing your customer relations more effectively and by automating sales, marketing, customer service, and assisting with tasks.

What are the types of CRM?

CRM has three different types, which are:

1. Operational CRM: Operational CRM assists streamline a company’s processes and systems for customer relationships. What this means is that this type of CRM aligns your company’s teams across marketing, customer service, and sales by automating them. Automation is the key feature here and helps boost functions within the company. Some examples with operational CRM are: sales forecasting, customer conservations, task assignments, and more.

2. Collaborative CRM: Collaborative CRM enables and helps teams in your company to work and collaborate together more seamlessly. What this means is that your company’s teams create better customer experiences and generate customer satisfaction. This CRM also guarantees all the teams in your company have access to the same data and information, such as customer data and lead generation.

3. Analytical CRM: Analytical CRM main focus is on data. What this means is this type of CRM collects and stores data about customers and leads. Then, offers this data to marketers, sales representatives, or other members of the company to assist and create leads and customer satisfaction.

What are the 5 steps of the CRM process?

The CRM process is made out of 5 steps that assists companies with their sales processes. 

The process is as follows:

Step 1: Introduce them to your company: First your company will introduce potential customers to your company by constructing brand awareness with marketing campaigns. This helps with understanding the potential customers’ needs.

Step 2: Engagement with customers: Your company will engage with potential customers through communication channels and outlets in a unified manner. 

Step 3: Converse them: With your CRM your company can convert an audience or lead to a client through your CRM system.

Step 4: Provide and create quality customer service: With your CRM, the company can generate an automated and optimized customer service process.

Step 5: Invest and boost customer loyalty: Your CRM will provide great and successful customer support and create loyalty to your company. This results in profitability, success, and increasing customers.