CRM stands for Customer Relationship Management. It is both a way of working and a type of software. If you are working with customers… well you are already doing customer relationship management, systematically or otherwise! You might not have the systems in place yet. At its core, CRM software helps you keep track of your customers and your interactions with them, so nothing (and no one!) falls through the cracks.
But that’s just the start.
Used well, a CRM becomes the engine that drives your customer-facing processes — helping you automate follow-ups, stay organised, and give every lead and customer a more professional, consistent experience. It should help you grow your sales and provide better service to the customers you already have.
💥 CRM + Automation = Growth Without the Chaos
Here’s the good news: CRM isn’t just a database.
Modern CRM systems can help you:
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Follow up automatically, so leads don’t go cold
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Send the right messages at the right time
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Track deals, jobs or enquiries without juggling sticky notes and spreadsheets
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Deliver better service, faster
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Stop relying on memory (or that one person who knows what’s going on)
In short, CRM helps you scale up without losing control, disappointing your customers or spending a fortune on marketing, sales and customer service!
🔄 Four Areas Where CRM Can Make a Difference
I like to break it down into four parts of your customer journey, because CRM touches more than just “sales.”
Here’s how CRM can help across different parts of your business:
1. Marketing CRM
These tools help you capture leads and nurture them automatically — often with email marketing and lead scoring built in.
Look for:
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Email automation
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Landing pages and forms
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Audience segmentation
Examples:
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ActiveCampaign
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Mailchimp
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HubSpot (Marketing Hub)
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Keap
2. Sales CRM
These help you track deals, manage pipelines, and automate sales-related tasks like sending quotes or reminders.
Look for:
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Sales pipelines
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Task reminders
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Lead and deal tracking
Examples:
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Pipedrive
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Zoho CRM
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HubSpot (Sales Hub)
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Copper
3. Service CRM
These systems help you manage support, client relationships, and ongoing delivery. Great for consultants, coaches, or service-based businesses.
Look for:
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Case or ticket tracking
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Client notes
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Post-sale workflows and automations
Examples:
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Zendesk
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Freshdesk
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Zoho Desk
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Help Scout
4. eCommerce CRM
If you sell online, CRM can help you stay connected with your customers after purchase — and increase lifetime value.
Look for:
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Integration with your online store
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Review requests, upsell emails
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Purchase history tracking
Examples:
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Klaviyo (for Shopify, WooCommerce, etc.)
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ActiveCampaign (eComm features)
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Drip
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Shopify + HubSpot combo setups
🤔 What If You Need a Combination?
You’re not alone.
Many growing businesses need a mix — maybe a sales pipeline and email automation, or support ticketing and e-commerce workflows.
The good news? Many tools now cover multiple bases. There are even CRM tools that link up with operational capabilities to provide “all-in-one” support for specific types of businesses. A coach or consultant with a course or membership? HighLevel might have you covered. And there are industry specific tools too, for real estate, tradies, and many more.
The trick is knowing which features and combinations really matter to your business — and avoiding tools that are bloated with things you’ll never use.
🧭 The Bottom Line?
CRM is about structure, not just software.
If you:
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Feel like you’re chasing your tail trying to keep up with customers
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Know you need to automate more, but don’t know where to start
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Want to choose the right system without the stress…
Then it’s time to get a plan in place.
That’s exactly what I help you do in my CRM Game Plan course — a short, practical program that helps you map your needs, compare tools, and make confident choices.
👉 Check out CRM Game Plan here
No jargon. No fluff. Just real guidance from someone who’s seen it all.
