CRM System

Finding the best CRM software can be a hassle, which is why we have made it easier for you. Our CRM Wiki is a comprehensive source of information on Customer Relationship Management (CRM) systems. Whether you are a business professional seeking to increase your understanding of CRM software, exploring CRM software options for your organization, or seeking guidance on CRM implementation, our CRM Wiki is the perfect resource. It has been written by industry experts who strive to present all information in a clear, concise, and accessible manner.
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What is an CRM system?

"The customer is king," a common phrase that underlies the foundation of many businesses. This notion is becoming even more evident in today's market, where competition is getting fiercer and customer expectations are increasing. Consequently, it has become integral to understand and communicate with your customer base as effectively as possible. This is where CRM systems come into play.
CRM, or Customer Relationship Management, is a data-driven software system that enables you to manage existing and potential customer relationships through automatic processes that drive sales. A CRM system serves as a centralized database that stores all information related to customers, including contact information, communication history, and preferences. In addition, a CRM system offers advanced forms of engagement with the customer, such as ticketing and customer support services. As a result, a CRM system enhances customer relationships and automates existing processes.
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How does an CRM system work?

Green moduels image representing ERP system modules. The image has dark green squares placed in a manner to create a random pattern.

CRM System Modules

A CRM system consists of a variety of modules that address all aspects of customer management. Each of these modules seamlessly works together and organizes information into a centralized database at the core of the CRM system. As such, this database offers an in-depth view of all existing and potential customers, as well as all interactions by the Sales and Marketing departments. This decreases the number of resources needed while optimizing efficiency throughout the sales funnel.
Discover all CRM modules

What CRM modules are there?

Basically, any CRM system can be set up with modules. Each module facilitates a core process. Within CRM, you will find modules such as:
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Lead Management

⦁ Lead tracking
⦁ Data storage
⦁ Status evaluation

Marketing Automation

⦁ Email marketing campaigns
⦁ Campaign evaluation
⦁ Customer journey automation

Sales Automation

⦁ Workflows
⦁ Marketing and sales alignment
⦁ Process creation

Analytics & Forecasting

⦁ Customer analytics
⦁ Sales reports
⦁ Create customized reports

Apps Marketplace

⦁ 3rd party integrations
⦁ CRM enhancements
⦁ Data transfer

Content Management Software

⦁ Landing page creation
⦁ Website tracking
⦁ Content repository

Customer Service / Support

⦁ Managing service requests
⦁ Seamless conversations
⦁ Live chat
More about the CRM modules

What does a CRM system look like?

Want to see what a Customer Relationship Management tool looks like? We've created a page where we highlight three CRM systems for you. This will show you exactly what is possible within these types of solutions.

Take a look at the three systems with accompanying images and find out exactly what CRM software looks like!
To the CRM examples
This is an example of a customer card within one of these packages. Within this screen is all of your contact’s information. You can also see what communication there has been in the past. This helps you better respond to your current customers and leads.

What does a CRM system cost?

On average, a CRM system will cost you between €10 and €300 per user per month. You'll pay about €10 for the simplest CRM systems on the market. For the most gevaceerde software, think Salesforce and HubSpot, you quickly pay 300 euros or more.
You pay this monthly amount solely for the license fee. Keep in mind that your purchase will also include implementation costs. And don't forget training costs!

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Pros & cons

360-degree customer view

A centralized database consolidates all customer data from across departments into a single database. This allows all users to analyze touchpoints and deliver personalized experiences to each customer.

Upfront implementation and ongoing costs

The implementation and associated costs of a CRM system depend on various factors, such as the organization's size. These costs may include implementation services, software licenses, and employee training.

Improve customer retention

A CRM system provides necessary tools for managing customer relationships, including contact management, a ticketing system, and automated follow-ups. As a result, organizations can engage more effectively with their customers and increase customer retention.

Data migration process

Implementing a CRM system often requires migrating data from previous systems. This process involves cleaning, transforming, and organizing data to ensure a correct migration. Failure to do so may affect the optimal functioning of the CRM.

Sales and marketing alignment

Customer data is shared between sales and marketing departments, enabling better communication and data sharing. This includes tools such as lead scoring, lead tracking, and shared calendars, facilitating enhanced collaboration between departments.

Change management adoption

The automation of business processes through a CRM system can lead to changes in employee responsibilities. Organizations need to invest in change management initiatives, including trainings, to address resistance and facilitate employee acceptance of the new system.

Digital Marketing tools

A plethora of digital marketing tools are available to enhance and support organizational communications. These tools include email marketing, marketing automation, forms, and social media integrations.

Complex systems

CRM systems are complex with elaborate functionalities and significant organizational impact. Customization to fit the unique needs of each business can make the implementation process time-consuming.

Predictive analytics

Forecasting tools can identify patterns and predict customer behavior. Leveraging these analytics enables customized experiences, churn prediction, and dynamic pricing strategies. Each customer can receive a personalized experience based on forecasted behavioral patterns.

Content Management Software

A CRM system streamlines content creation and distribution through tools that allow teams to create, edit, and review content within the system. Content can be personalized based on customer data, and performance can be analyzed using advanced analytical tools.

Significant ROI

Improved sales and marketing automation, data centralization, and predictive analytics make a CRM system a worthwhile investment for organizations seeking to automate their customer journey. Implementing a CRM system leads to improved customer relationships and increased sales efficiency.

Which CRM systems exist?

There is a plethora of CRM solutions available on the market. While some offer similar functionalities, others provide completely different solutions tailored to specific niches. The most common systems vary by industry, but the following CRM systems are commonly found in businesses:
Logo of Microsoft Dynamics
Logo of SAP
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And more...

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Frequently asked questions (FAQ)

CRM stands for customer relationship management. It is a type of software that helps organizations manage their interactions with customers. CRM systems typically consist of a suite of modules that are designed to support customer-related activities, such as contact management, sales tracking, marketing automation, and customer service and support.

Yes, CRM and ERP systems can be integrated. By integrating CRM and ERP systems, organizations can benefit from a more comprehensive view of their operations and data. This can help improve coordination and communication among different departments and functions, and enable organizations to make better decisions.

For example, if a sales team uses a CRM system to manage customer interactions and a finance team uses an ERP system to manage financial transactions, integrating the two systems can allow the sales team to access financial data in real time and make more informed decisions. Similarly, the finance team can access customer data from the CRM system to better understand the financial impact of sales activities.

It's difficult to determine which CRM system is the "best" one, as the most appropriate system for a given organization will depend on its specific needs and goals. Some of the most popular CRM systems include Salesforce, HubSpot, and Zoho, but there are many other options available on the market.

As such, it's important for organizations to carefully evaluate their specific needs and requirements, and select a system that is a good fit for their business. 

When a CRM system is implemented in an organization, it is typically integrated with the organization's existing systems and processes. Thus allowing the CRM system to collect and manage data from various sources, such as customer interactions, sales activities, and marketing campaigns. The system then uses this data to provide insights and support decision-making, such as generating reports and identifying trends.

In general, the goal of a CRM system is to improve the efficiency and effectiveness of customer-related activities by providing a single, integrated platform for managing and analyzing data. As a result, organizations can develop and implement strategies to improve customer satisfaction and loyalty, and ultimately drive business growth.

While there are many CRM modules to choose from, you do not need to start with all of them in order to benefit. Think through your workflows and what automations an CRM could offer that would help you the most. We can work with you to help determine your needs, and find an CRM solution that best suits you. 

CRM systems for CMEs

An SME often doesn't need the elaborate functionalities of a CRM system commonly used by large organizations due to their smaller customer bases. As such, there are several CRM solutions specifically designed to cater to the needs and budgets of SMEs. These CRM systems offer scaled-down versions of larger enterprise-level CRM systems, making them more affordable and easier to implement for smaller businesses while offering scalability for future growth.
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