Many companies are still using Excel, Outlook and disparate apps/devices organically to track all kinds of information required by the organisation: customer data, sales pipeline, staff records, management reports, etc. This leads to silos of information, frequently duplicated, outdated, unknown and under-utilised which translates to lost opportunities and poor customer service. It also means extra work collating and reconciling data from different sources into consistent and meaningful analysis and reports.
CRM software allows you to share all this key information in a central database accessible to everyone that needs to know, and to update it with related tasks, activities, events, contacts, accounts, projects, or whatever you deem pertinent. It’s a more disciplined way of doing business, managing your pipeline, improving customer service, and monitoring your performance