Flevy Blog is an online business magazine covering Business Strategies, Business Theories, & Business Stories.

4 Benefits of CRM Software for Small Business

Editor's Note: Take a look at our featured best practice, CRM and the Customer Experience (25-slide PowerPoint presentation). This presentation discusses Customer Relationship Management (CRM) strategy and developing the Customer Experience (CXP). This is the final phase of the Customer Analysis Approach and where all the previous analyses and recommendations must come together cohesively--e.g. the value proposition, [read more]

Also, if you are interested in becoming an expert on Customer-Centric Design (CCD), take a look at Flevy's Customer-Centric Design (CCD) Frameworks offering here. This is a curated collection of best practice frameworks based on the thought leadership of leading consulting firms, academics, and recognized subject matter experts. By learning and applying these concepts, you can you stay ahead of the curve. Full details here.

* * * *

The most important part of any business is its customers, they are your most valuable asset no matter what’s your product or service. That’s why good CRM software can make or break a small business. Good CRM software helps you keep tabs on your orders, customer needs, complaints, and helps to track all the interactions your customers had. Just choose which plan works best for your particular business and it will give you the full payback of your CRM solution in 10 months. A properly set up CRM system is an immensely powerful tool that pays for itself. Here are some key benefits.

1. Build a Better Relationship with New Customers

Whenever a customer makes a purchase from your online store or clicks on one of your well-placed ads you receive valuable data about them and their needs. Your CRM harnesses all that precious data you can analyze and figure out who your main target audience is and how to reach them. The best way to reach customers is through social media. Most platforms will let you place ads to people based on various factors like their interests, their profession, and certain keywords they use in posts. Targeting people who love your business and products or services similar to yours is a great way to expand your business and maximize your growth potential. As more and more people respond to your social media ads and interact with your business the more data your CRM will have and the more you can work with. You will be able to send follow up emails and improve website conversion rate.

2. Explore the Interconnectedness of Your Audience

Whatever the type of your product or service, a CRM will help you view your contacts in a single audience dashboard. It will organize them in a way that makes the best sense for your business, as a whole. You can group your customers in any way you like, age, gender, location and plan your campaigns accordingly.  Because your CRM provides you with an aggregate view of your customer data, it will be easier to tailor-make group discounts relevant to them (birthdays, location-specific celebrations, etc.). Many CRM’s will allow you to apply different tags to your customers. This is extremely useful as you will get some of your potential customers by working trade shows, or at some other promotional event. Having all that extra information at your fingertips can be useful when you make contact again. Adding that extra touch when you contact them will help you build better rapport.

3. Create In-Depth Sales Reports

The greatest benefit of a CRM system is its ability to collect and organize information about your customers and sales with features like sales dashboards and reports. With better automation, your sales reps will better manage their pipelines, deals, and contracts while evaluating their own performance. This way they can keep track of all their goals and learn better ways of reaching their quotas. In turn, sales managers have an easier way of tracking quota attainments and better review all closed deals. Organizational leaders can monitor the amount of revenue that’s been generated and better predict sales performance. Miscalculated data should never be the reason your business fails, something that’s almost impossible with a good CRM.

4. Make Sure Your Teams Communicate

The best way to keep your brand image and values among your sales reps is to have good communication between them. When they interact with your potential prospects and share all the data they acquired they effectively learn from each other, ensuring each rep reaches their quota. Specifically your team, with help from a CRM system, tags reps and managers on any deal they want to bring them into. You don’t have to leave the system to write and send emails to your team members, everything can be done within the CRM.


By using a CRM system you will boost the productivity of your reps, keep all the data concerning your customers in one place, have a better rapport with your customers, and close more deals. Understanding your customers is the key to providing them with what they need. Manage your business in the most efficient way you can and invest in a quality CRM tool.

Excel workbook
What is the future of CRM with regards to Customer Service five years from now, What Technologies would affect it the most and what trends in Customer Service landscape would we see at that time? Has your organization ever had to invoke its disaster recovery plan which included the CRM solution [read more]

Want to Achieve Excellence in Customer-Centric Design (CCD)?

Gain the knowledge and develop the expertise to become an expert in Customer-Centric Design (CCD). Our frameworks are based on the thought leadership of leading consulting firms, academics, and recognized subject matter experts. Click here for full details.

In the modern Digital Age, advances in technology and communication, combined with the explosive growth in data information, have given rise to a more empowered global customer. Recent economic and political events highlight the need for organizations to understand how consumers view the world and the most important attributes for their purchasing decisions.

Thus, increasingly more organizations are seeking to invest and focus on Customer-centric Design. A clear understanding of customer needs and behaviors across the organization will help drive profitable growth strategies and provide the confidence to invest in opportunities at a time when staying within budget can be extremely difficult.

Learn about our Customer-Centric Design (CCD) Best Practice Frameworks here.

Readers of This Article Are Interested in These Resources

9-slide PowerPoint presentation
This presentations provides an overview to Analytical CRM. Analytical CRM is the part of Customer Relationship Management (CRM) that aims at storing, analyzing, and applying the knowledge about customers and about ways to approach customers. Analytical CRM systems use techniques such as data [read more]

21-page PDF document
Excel workbook

About Shane Avron

Shane Avron is a freelance writer, specializing in business, general management, enterprise software, and digital technologies. In addition to Flevy, Shane's articles have appeared in Huffington Post, Forbes Magazine, among other business journals.

Complimentary Business Training Guides

Many companies develop robust strategies, but struggle with operationalizing their strategies into implementable steps. This presentation from flevy introduces 12 powerful business frameworks spanning both Strategy Development and Strategy Execution. [Learn more]

  This 48-page whitepaper, authored by consultancy Envisioning, provides the frameworks, tools, and insights needed to manage serious Change—under the backdrop of the business lifecycle. These lifecycle stages are each marked by distinct attributes, challenges, and behaviors. [Learn more]

We've developed a very comprehensive collection of Strategy & Transformation PowerPoint templates for you to use in your own business presentations, spanning topics from Growth Strategy to Brand Development to Innovation to Customer Experience to Strategic Management. [Learn more]

  We have compiled a collection of 10 Lean Six Sigma templates (Excel) and Operational Excellence guides (PowerPoint) by a multitude of LSS experts. These tools cover topics including 8 Disciplines (8D), 5 Why's, 7 Wastes, Value Stream Mapping (VSM), and DMAIC. [Learn more]
Recent Articles by Corporate Function






The Flevy Business Blog (https://flevy.com/blog) is a leading source of information on business strategies, business theories, and business stories. Most of our articles are authored by management consultants and industry executives with over 20 years of experience.

Flevy (https://flevy.com) is the marketplace for business best practices, such as management frameworks, presentation templates, and financial models. Our best practice documents are of the same caliber as those produced by top-tier consulting firms (like McKinsey, Bain, Accenture, BCG, and Deloitte) and used by Fortune 100 organizations. Learn more about Flevy here.

Connect with Flevy:


About Flevy.com   /   Terms   /   Privacy Policy
© . Flevy LLC. All Rights Reserved.