Importance of Customer Relationship Management for Every Business

Nikunj Dudhat

Nikunj Dudhat

Senior editor

Parul Saxena

Chief editor

Last updated: July 20, 2021

For every business, customer relationship has been the most crucial aspect. People are continually looking for ways to enhance their customer experience.

In a recent survey, 84% of the customers revealed that experience a company provides is as vital as its product or services. 

Looking for CRM Software? Check out SoftwareSuggest’s list of the best CRM Software solutions.

Building a customer relationship can have a direct impact on your business revenue as it creates loyalty and retention. Thus, the importance of customer relationship management can’t be denied.


Customer relationship management (CRM) software helps you with just that. 

In fact, the global customer relationship management software market is predicted to grow to 40.26 billion U.S. dollars in size by 2023. 

Let’s understand the basics and importance of CRM. 

The Basic of CRM

CRM is all of the activities, strategies, and technologies that a company uses to manage relationships with their customers. 

At its core, CRM offers a simple user interface for collections of data. These data are then analyzed to help businesses to identify the opportunity and interact with their current and potential customers. 

Maintaining customer relationship management can get quite complicated. There are various touchpoints available, including emails, mobile phones, websites, social media, and other platforms. 

CRM integrates all platforms into a single solution. It maintains records of customer conversations, buying history, and purchased materials, which is accessible from a single dashboard. 

Thus, it becomes easy for businesses to scale their operations. 

To better understand how CRM can help, let’s talk about the importance of customer relationship management. 

Why Should Business Consider Using CRM?

The reasons are obvious.

1. Acts as a Centralized Database

The most significant importance of Customer Relationship Management is that it can collect, store, organize, and share an extensive amount of data. It is gathered from various platforms including, feedback form, social media channels, websites, or any other touchpoints. 

This information contains details about customers’ trends and buying habits, their contact information, markets demand data, and other relevant things. 

These data are crucial for analysis. The insights it offers helps businesses make important decisions about what products to provide, which season attracts more customers, and more.

You can then accordingly strategize your marketing campaigns and acquire more customers. Not only that, but it also helps with increasing customer retention rates by offering personalized offers to targeted segments. 

With CRM, you can offer customer-oriented products at the right place and at the right time. 

2. Helps in Lead Generation and Optimize Conversion Rate

When a prospect visits your website, a CRM system can track down its activity on your site. It can collect information on which page the prospect lingered on, what content piqued their interest, and if they were actually interested in your business.

Thus, it helps you acquire leads. In fact, it also helps with lead scoring, which is nothing but a methodology used to rank prospects. 

Besides, you don’t have to waste your time researching and collecting information about them. You can easily access them on the system and figure out ways to nurture them. 

When you have detailed information about your prospects or customers, you can segment them based on different factors like demographics, psychology, and more. You can then use it to create targeted offers for each segmented group to increase the chance of conversions. 

For instance, you deal in baby products. You can segment your customers based on having a daughter or a son. For parents having a daughter, they would like to see discounts on baby girl clothes or apparel. Giving them a coupon on male child products wouldn’t make any difference. 

In conclusion, with targeted offers, you can drive more conversions. 

3. Enables You to Make Fast and Informed Decisions

Another importance of customer relationship management is that it empowers you to make fast and informed decisions. 

In this cut-throat competition, you need to be always a step ahead of your competitors if you want to stand out. 

All the information stored in CRM is easily accessible to those who have been authorized to use the system. Besides, it doesn’t matter where you are. You can use CRM from anywhere using any device with an internet connection. It could be mobiles, laptops, or tablets. And all the information syncs in real-time. 

Thus, executives can make prompt decisions whenever a situation arises based on the real-time reports generated by CRM. 

What’s more, it builds your business reputation when you take action promptly. Consumers start looking at your company as the most efficient one, and thus it establishes your goodwill in the market. 

4. Increases Productivity at Work

CRM offers an application of tools that are designed to streamline and automate the various business processes. 

It helps automate repetitive tasks and reduces human-made errors, thus increasing efficiency. Besides, work like sending emails, taking up calls, generating reports, and more are done automatically. 

It leaves employees with ample time to focus on more critical tasks at hand. This directly impacts their work productivity, resulting in increased revenue.

What’s more, it promotes easy collaboration between departments. Since various teams can access and share information in real-time, it helps them close leads more quickly. 

For instance, marketing and sales teams can instantly share information and work on nurturing leads in the same alignment. 

Read Also: How to Increase Customer Lifetime Value and Boost Profits?

5. Helps in Maximizing Profit

One crucial point that you can’t miss about the Importance of Customer Relationship Management is that it is very cost-effective. 

You may ask how. Of course, installing a system means you need to endure the extra cost of subscriptions or maintenance charges every month. But the savings from increased work efficiency and reduced human resources cost exceed those expenses. 

Besides, once you have understood how you can use CRM, you can easily carry out business operations without any interruptions. 

Thus, it results in increased revenue and maximized profits. 

Final Thoughts

When you plan to install a CRM, you must choose the one that suits your business needs.

You can either choose to buy from the shelf or have it customized based on your requirements. Many vendors allow you to add or delete functionalities as per your demands.

Too many unnecessary modules will only increase your cost and slow down the system.

Moreover, you will find both free and paid versions of the software available on the market. However, free versions come with limited features.

Before you make your final buy, get a free trial to understand it better.

Nikunj Dudhat
A digital marketing and content curator at SoftwareSuggest, a software recommendation platform. I am passionate about Digital Marketing, and all things digital. Also interested in technology and innovation. In my spare time, enjoy playing cricket, and Badminton.

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