CRM: A Beginner’s Guide

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Can you imagine life today without the contacts app on your phone? Phone numbers and the email addresses of everyone you know are hard enough to remember. So we outsource that to our phones, which keep track of everyone’s contact information. Phoning a friend is as simple as saying, “Siri, call Bob.” A Customer Relationship Management (CRM) platform will do that and much more. The “R” in CRM is for Relationships; the primary focus is to build relationships.

Let’s get down to basics:

  • What exactly is a CRM tool? 
  • Why would you want one?

Although CRM may appear to be a complex concept, its objective is straightforward: to store all your connections in one place and keep them up to date. By storing all interaction history and deal-related information in one place, a CRM ensures that everyone–sales, marketing, customer service, and leadership–is on the same page for every opportunity.


So, what exactly is a CRM system? It’s a tool that allows you and your team to keep track of all your customer and contact information. It assists sales management, delivers actionable insights, integrates with social media, and streamlines team communication.

Customer Relationship Management software enables firms to concentrate on their connections with customers, coworkers, suppliers, and other decision-makers. With an appropriate CRM, finding new clients, earning their confidence, providing qualified assistance, and providing extra services throughout the relationship becomes much easier.


Traditionally, customer and prospect information is stored in a multitude of locations. Bits and pieces can be found in the email, calendars, notes, contact listings, and service records of multiple people across your organization. Without software designed to help stay on top of the key details, you and your team scramble to keep up.

Launching and growing a business takes work. You might already use several smaller apps to help you and your team manage the inflow of large amounts of data in the form of conversations, services, campaigns, meetings, and appointments. However, do all those apps’ talk’ to one another? Can you access the notes from the last time the client called Customer Service from your meeting scheduler or sales query database?

An all-in-one Customer Relationship Management unites all the required functionalities on a single platform, making both your customer-facing and internal operations simpler and easier.

Key Features of a CRM System

  • Workflow automation: By automating your workflow, Customer Relationship Management software makes your life simpler. CRM software can automatically perform a certain action (or set of actions) when it detects the trigger or event you specify.
  • Interaction tracking: To always know what to do next with a contact, add notes, and track interaction history.
  • Customer service: Customer Relationship Management software can help you acquire and retain customers by offering exceptional customer service. It automatically keeps track of all conversations, from lead generation through closed transactions and sales history.
  • Lead management: Convert more prospects into your customer lists by identifying, qualifying, and moving leads through your sales pipeline. Lead management is equally important as lead generation in startups.
  • Email integration: Integrate with email such as Google, Outlook, different SMTP providers, etc., allowing for management and categorization of contact lists, as well as a centralized hub for internal cross-collaboration.
  • Pipeline management: See an overview of your whole sales pipeline and the status and development of each stage.

How can you start your own CRM journey?

Embarking on your CRM journey can seem daunting, but the right understanding and approach can transform your business operations and customer relationships. Here are some steps to get started:

  1. Assess your needs: Understand your company’s processes, goals, and pain points. Identify what you want to achieve with a Customer Relationship Management system and the specific features and functionalities supporting your objectives.

  2. Research CRM options: Explore different Customer Relationship Management platforms available in the market. Consider factors such as scalability, ease of use, customization options, integrations, and pricing. Look for a solution that aligns with your business requirements.

  3. Involve stakeholders: Engage key stakeholders from various departments, including sales, marketing, and customer service. Their input is crucial in selecting a CRM that caters to their needs and fosters collaboration across teams.

  4. Implementation plan: Create a roadmap for CRM implementation, including data migration, user training, and system integration. Define clear timelines, roles, and responsibilities to ensure a smooth transition.

  5. Customize and configure: Tailor the Customer Relationship Management system to match your business processes. Set up workflows, data fields, and automation rules that align with your unique requirements. Take advantage of customization options to make the CRM a seamless fit for your organization.

  6. Train your team: Provide comprehensive training to your employees on how to use the CRM effectively. Highlight the benefits and demonstrate how it streamlines their tasks, improves productivity, and enhances customer interactions.

  7. Continuously optimize: Regularly review and refine your Customer Relationship Management strategy. Monitor key performance indicators (KPIs), gather user feedback, and make necessary adjustments to ensure the CRM aligns with your evolving business needs.

Remember, implementing a Customer Relationship Management is an ongoing journey, and success lies in the commitment to leveraging its full potential to nurture and grow your customer relationships.


Now that you have a solid understanding of CRM and its benefits, it’s time to take action and propel your business forward. A CRM system can revolutionize customer relationships, streamline operations, and drive growth.

Contact Exotto today and let our professionals help you select, implement, and optimize the ideal Customer Relationship Management system for your organization. You can build stronger relationships, boost revenue, and achieve long-term success with our support. Get started on your CRM journey with Exotto now!

Key Points

  • CRM (Customer Relationship Management) is a tool that helps businesses keep track of customer and contact information.
  • A CRM system consolidates all customer interactions and deal-related information in one place, ensuring everyone in the organization is on the same page.
  • Key features of a CRM system include workflow automation, interaction tracking, customer service management, lead management, email integration, and pipeline management.

CRM: A Beginner's Guide

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