What is a CRM system and how to choose one | Muloo

A CRM system is the single record of every relationship your business has with a customer or prospect: who they are, every conversation you have had, what they bought and what happens next.

That sounds like a contact list. The difference is that a CRM is where work happens. Emails are logged against the record, deals move through stages, tasks remind people to follow up, and reports tell leadership what is actually in the pipeline.

What a CRM should do for you

• One customer recordContact, company, deals, emails, calls and tickets in one place
• A visible pipelineEvery open deal, its stage and its value
• Follow up that happensTasks, sequences and reminders so leads do not go cold
• AutomationRouting, lifecycle updates and handoffs without manual admin
• Reporting you trustForecasts and conversion rates from the same data sales works in

Signs you have outgrown spreadsheets

• Nobody can say how many deals are open without asking three people
• A salesperson leaves and their pipeline leaves with them
• Marketing cannot tell which leads became customers
• The monthly board report takes two days to build
• The same customer exists in four files with four different phone numbers

If two or more of those are true, the spreadsheet is costing you deals.

How to choose a CRM

Most CRM selections start with feature lists. That is backwards. Start with the process and the people. If you are comparing platforms, our guide to CRM software in South Africa sets the main options side by side.

1. Map how you sell. Stages, handoffs, who owns a lead at each point and what information each step needs.
2. Decide who has to use it daily. A CRM your sales team avoids is a very expensive address book. Test it with them.
3. List the systems it must talk to. Email, calendar, finance, ERP, website and support tools.
4. Check the reporting you need exists. Ask for your own forecast report in the demo, not theirs.
5. Price three years, not one. Seats, editions, onboarding and the admin time to run it. For HubSpot, our HubSpot pricing guide sets out editions, seats and credits.

Where CRM projects go wrong

Why we implement HubSpot

We have implemented and rescued CRM systems for a decade, and HubSpot is the platform we build on because teams actually use it and it keeps marketing, sales and service on one record. It is not right for every business, and we will say so when it is not.

Not sure whether your CRM is set up to support how you sell? Start with our free audit, or talk to us.