What is a CRM?

Customer Relationship Management (CRM) refers to the strategies, technologies, and practices businesses use to manage interactions with customers and potential customers. CRM systems help track customer data, manage communications, and automate follow-ups to improve relationships and drive sales.

CRM is a fancy way of saying “keeping track of your customers and making sure they don’t forget about you.” It’s like a digital Rolodex that not only stores names and contact info but also tracks interactions, orders, and follow-ups. The right CRM can help you remember who needs a call, what they’ve bought before, and when to check in with them again.

If you have more customers than you can keep track of in your head or on a sticky note, a CRM can save you time and boost sales. Even simple systems (like a spreadsheet) can help, but using CRM software can make it much easier to follow up with leads, schedule reminders, and personalize your outreach. If your business thrives on repeat customers or referrals, a CRM is a game-changer.

We think CRM is important enough that we made a guided workbook specially designed to help small businesses get the most from their customer relationships.

• CRMs are only for big companies. Even solopreneurs can benefit from a CRM to stay organized and follow up efficiently.
• It’s too expensive. Many affordable or even free CRM options exist, and they can save you time and lost sales in the long run.
• Not using it consistently. A CRM only works if you keep it updated. If you don’t log customer interactions and follow up, it won’t be effective.