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5 CRM Features Small Businesses Need (and 3 They Don’t)
Choosing the right CRM for your small business can feel overwhelming. With so many options boasting endless features, it’s easy to get swept up in flashy tools that sound impressive but might not actually serve your needs. When I was putting together the comparison framework for CRM Game Plan, I realised one thing: small businesses do better with simple tools rather than complicated ones. Here are five CRM features most small businesses need and three [...]
Why CRMs Are Worth It, Even for the Smallest Businesses
For many small business owners, investing in a CRM (Customer Relationship Management) system might seem like overkill. After all, why would you need software to manage customers when you can just use a spreadsheet or jot things down on paper? The reality, however, is that a CRM can be the game-changer that small businesses need to grow, streamline operations, and improve customer relationships. Here’s why CRMs are worth it, even for the smallest businesses: [...]
Magical Thinking and CRM Software Purchases: Why It’s Time to Get Real
One last rant for 2024! Why is it that normally rational business owners become victims of magical thinking when it comes to buying CRM software? They convince themselves there is one perfect unicorn piece of software out there that will do everything—at an amazingly low price! My personal favorite is the question I hear all the time: “What is the best CRM?” The reality is, there is no one-size-fits-all solution. No single piece of [...]
Are you planning a digital refresh for 2025?
As 2025 approaches, many of us are in planning mode—reviewing budgets, setting goals, and imagining a better, smoother year ahead. It’s the perfect time to consider whether your business technology is helping you reach those goals—or holding you back. For many small businesses, technology evolves organically over time. You add one tool to solve a specific problem, then another for a new challenge. Before you know it, you’ve got a patchwork of systems that [...]
Navigating the long road to CRM value
As I started this article, I had a feeling of déjà vu... In 2019, I wrote Help! Why is No One Using Our CRM? Revisiting it, I realised the advice still holds, but with five more years of experience, I’ve gained a broader view on how to drive true organisational value from your CRM. That first article focused on the “carrots,” making sure that your team wants (or even needs) to use the CRM. This time, [...]
Is an All-in-One CRM Really Worth It? Here’s What You Need to Know
Long-term readers might be familiar with how I describe different types of CRM: sales, marketing, service, and eCommerce. But what if you need more than one of these? If you’ve ever felt overwhelmed by juggling multiple systems that don’t talk to each other, you’re not alone. You are jumping into one of the oldest questions in technology—should I buy an integrated “all-in-one” system? Or should I knit together specialised systems in a way that [...]
The Top 5 Ways You Annoy Your Customers, And How a CRM Can Help You Sort That Out!
Some recent interactions with companies I am a customer of have bugged me… especially as I know I can expect them to do better by using a CRM. Are you doing any of these “top 5 hates” to your customers? Not knowing anything about your customers Why it’s annoying: Customers expect you to know who they are, what they have bought before, and the previous questions they have asked. They hate repeating themselves. Not [...]
Do you REALLY need a CRM? Here’s how to know
This week, I was asked why a small business would need a CRM. My take on it is that they might… but they might not, too! As an independent advisor, I have nothing to gain by selling someone a product they don’t need. I’d rather say that a CRM is the wrong choice for you right now than sell you a product you don’t need. Which businesses do not need a CRM system at [...]
It’s Amazing What Your CRM Can Tell You!
I spend a lot of time writing about different types of CRMs and what they do. If you're using your CRM correctly, it should not only support your team's customer engagement but also automate much of it, enabling personalised outreach at scale. But that’s just the beginning. Your CRM holds a treasure trove of insights that can transform your approach to customers, sales, and business growth. The next level of value comes in using [...]
A Guide to Succeeding with eCommerce CRM
It is time for a deep dive into another type of CRM. This time, we are looking at CRM for eCommerce. This is an extremely specific need where you are selling online, generally with higher volumes and often with a bigger range of products. CRMs for eCommerce often overlap with other types of CRM and operational systems. It is extremely important to consider what you want your CRM to cover and what you will [...]