What is CRM Software?

Customer Relationship Management Software

crm software

A detailed description about what CRM means, what is a CRM, what it does, the different types of CRM software, the benefits involved, who benefits from using a CRM, and an overview of CRM integration.

What does CRM mean?

Customer relationship management (CRM) is a way to manage a company's interaction with its customers and prospects. CRM allows you to analyze data about your contacts to improve business relationships, and specifically to keep them happy over the long term to ensure customer retention and drive sales growth.

What does CRM mean?

What is CRM software?

What is CRM software?

CRM software was designed to automate customer relationship management, sales, marketing and service. It allows you to streamline the storage and management of all your prospects’ and customers’ data. A powerful CRM allows you to track interactions with your contacts, manage your sales funnel, move opportunities through the pipeline, close deals, generate detailed reports around your results, make and track sales calls, and give your whole company a 360-degree view into who each customer is.

When you use an all-in-one CRM that includes sales, marketing, and customer support automation, you can also leverage a CRM for email marketing, lead scoring, lead generation and nurturing, social media monitoring, online appointment scheduling, receiving and processing customer support tickets, and tracking all of your efforts to gain insight into what’s working and what’s not.

What is the purpose of a CRM?

The purpose of customer relationship management systems is to integrate and automate sales, marketing, and customer support. CRM systems have a dashboard for all the three functions—sales, marketing and support automation—on a single page view for each customer.

The dashboard provides information about things like customer data, every touchpoint a company has had with its customers and prospects, the sales calls made, emails sent, lead scoring, previous marketing outreach, the status of your sales pipeline and more. It summarizes the relationships between the customer and your business.

What is the purpose of a CRM?

Types of CRM

Types of CRM

There are three types of CRM: Operational CRMs, Analytical CRMs, and Collaborative CRMs.

1. Operational CRM:

solutions streamline business processes such as sales automation, marketing automation, and customer service automation. Operational CRMs are mainly used for lead generation, contact management, sales pipeline management, workflow automation, and to provide customer service throughout the customer journey.

2. Analytical CRM

solutions help businesses to determine the best ways to reach out to customers. They analyze customer data from various channels and touchpoints to provide insights about the status of each customer and the health of your business. Analytical CRMs help businesses make better, data-driven decisions and understand the effectiveness of sales, marketing and customer service.

3. Collaborative CRM

solutions allow businesses to share customer information across various teams in your company—including your sales, marketing, and technical support teams. With collaborative CRM systems, teams share the data from a single data source and work in alignment towards your company's overarching business objectives. Your sales team provides feedback to your marketing team to inform future marketing efforts. Your customer service team provides feedback to your product team about new functionality requirements requested by customers, as well as any needed bug fixes. Collaborative CRMs bring all your teams onto a single platform, where data flows seamlessly between your teams in real time.

The benefits of CRM Software

CRM software helps in improving the productivity of sales, marketing and service.

Sales automation:

Sales automation helps an organization to automate the entire sales process. It helps businesses to manage leads and acquire new customers. It assists in sales pipeline management, allowing businesses to reach more prospects and close more deals in less time.

There are many features provided through sales automation, such as lead management, contact management, telephony, sales reporting, sales forecasting, improve communication with customers and prospects, better views into each contact, pipeline and opportunity management, and deal processing.

Sales automation

Marketing automation

Marketing automation:

Marketing automation allows you to find the best ways to reach potential customers through various marketing channels. The key features provided by marketing automation are email marketing, workflow automation, campaign management, lead generation, lead nurturing, marketing personalization, and lead scoring.

Marketing automation provides data that enables businesses to make informed decisions about which marketing channels (e.g. email, social media, paid ads, phone/video calls, etc.—are the most effective to reach your audience and nurture prospects. Marketing automation saves time, improves collaboration, and increases conversions.

Customer service automation:

Customer service automation helps business by providing world-class customer service; building strong, lasting customer relationship; and increasing customer satisfaction. Customer service features include help desk ticketing, customer support call management, and help desk ticket management. It helps you monitor the quality of your customer service efforts by tracking and analyzing key performance indicators. Use customer service automation to enhance customer relationships, expedite response times, improve first response rate, reduce overhead costs, and increase customer retention.

Customer service automation

Who benefits from using a CRM?

Businesses of any size or shape can use CRM technology to organize, automate, and streamline every phase of the customer journey. Any business, regardless of size, that wants to grow its customer base benefits from using a CRM. If any of the following apply to your business, you would greatly benefit from using a CRM:

• You have a sales and/or marketing team

• You want to increase customer satisfaction

• You create sales quotes and invoices for your product and service sales

• You’re looking to increase efficiency and effectiveness

• You need to track sales processes and monitor your pipeline

• You need a better way to follow up on leads and process opportunities

How does a CRM solution benefit specific types of businesses?


This includes any business owner who works and runs their business by themselves. They are responsible for the business' failure or success and hence need the right tools to be successful. CRMs for entrepreneurs should be simple and deliver the ability to automate all of the day-to-day activities involved in running the business, including task and notification capabilities and real-time alerts.




Startups that see an opportunity to solve consumer and business needs can leverage a CRM to gain traction with customers and overcome communication barriers. Startups constantly seek to better understand customers’ interests and needs to maintain insights into the levels of customers satisfaction. They need to generate leads, engage them, and close more deals in less time. A CRM will help a startup illustrate that they value their prospects and customers, and take good care of them in order to increase buying activities.

Small businesses (SMBs):

Small businesses regularly communicate with vendors, suppliers and customers about what's happening with their business. They spend considerable time engaging in lead generation and lead management to scale and grow their business. A CRM for SMBs streamlines pipeline management, sales reporting, and task and workflow automation. The SMB CRM solution should have robust and scalable features to meet the needs of a growing business. It is advantageous for an SMB to select a CRM that can truly support growing businesses, such as Agile CRM, which includes full sales, marketing and customer service automation.

Small businesses (SMBs):

saas companies

SaaS companies:

If you represent a SaaS company, you probably need to scale rapidly to meet your objectives. SaaS companies need an efficient sales model to be successful and CRM tool to catapult them to the next level. For any SaaS business, sales and marketing automation are critical to business success. CRMs help SaaS companies to beat the competition by reducing customer acquisition costs and simplifying sales complexity. When SaaS companies use a CRM, the cost of customer acquisition and retention activities are reduced, regardless of whether that relates to marketing, sales, or customer service automation. CRMs also help SaaS companies decrease the time involved in marketing their product, generating leads, closing sales, providing top-quality customer support, and gathering customer feedback.


As enterprises have huge customer databases - client relationship management, sales, marketing, and customer support automation are critical and cannot be compromised in terms of functionality. With a CRM for an enterprise level business, the sales, marketing and customer support functions should operate together in unison to minimize technology investment and risk. CRM's for enterprises can minimize bottlenecks in the flow of data across departments and applications.


Tips for choosing a CRM

Here is the list of variables you need to consider before buying a CRM tool:

1. Always look for a fully-customizable CRM tool

2. It should be a SaaS-based CRM solution

3. Make sure that the benefits of the CRM deliver an outstanding ROI

4. It should be a mobile-compatible CRM tool

5. Look for a CRM that is feature-rich and can be used to meet the needs of a growing business

6. Always try using a CRM solution before you buy it, as there are many free CRMs available

7. A CRM which is customizable for various industries, such as health care, digital agencies, legal, real estate, business services, retail, technology, manufacturing, banking, insurance and other industries

8. A CRM’s API should be accessible and allow you to integrate any third-party application you use, while automating most of the tasks involved in running your business

9. A CRM should have data security policies in place in order to keep customer data safe and secure

crm integrations

CRM integrations

CRM integration refers to connecting other, third-party applications with your CRM so that they can function together and share data seamlessly. CRM integration enables you to manage a wide variety of additional business functions and processes from the same platform, rather than simply acting as a contact database. CRM systems should be easy to integrate applications such as billing and payment systems, social applications, CRM support software systems, email platforms, telephony applications, eCommerce, and CMS integrations. Above all, CRM integrations streamline the flow of valuable customer and prospect information directly into your CRM.

Why Agile CRM?

Agile CRM delivers all of these solutions on a single platform. Everyone in your system—sales reps, marketers, customer support reps—has access to all of the data from their colleagues, all contained on a single page with a 360-degree view. Everyone shares the same insight, from one source of data truth.

Essential features of Agile CRM

You get a slick, customizable, highly-intuitive user interface designed around ease of use for the end user. Welcome to the streamlined CRM your growing business has been waiting for.

agilecrm software ui

CRM for SMBs

Scale the smart way

Cutting-edge customer relationship management is essential for modern businesses to succeed. Agile CRM's features go beyond traditional CRM functionality to help you scale your growing business quickly and sustainably with complete, holistic customer insight for improved ROI.

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CRM Software for sales enablement

Next-gen sales enablement features make it easy to automate workflows and close more deals. Agile CRM automatically creates new tasks for your sales team and helps to gamify sales with leaderboards and email reports.

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Sales CRM

CRM with marketing automation

CRM with marketing automation

Agile CRM is known as the leading marketing automation CRM for a reason. Sell and market like the Fortune 500 with automated lead scoring, cross-channel outreach, customizable triggers, and real-time alerts. A CRM with marketing automation will take your business further, faster.

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Project management capabilities

Built-in project management software lets you focus just on your tasks or manage complex projects across multiple teams. Automate project workflows, assignments, and more.

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Project Management Software

sales and marketing CRM

Integrated sales and marketing

Get more out of your CRM with the world's first complete sales and marketing suite. Improve your bottom line and close more deals with full-cycle analytics and automated lead nurture campaigns.

Campaign Workflows

Get up and running with drag-and-drop campaign workflows in a manner of minutes. Our drag and drop interface lets you harness the power of intelligent customer and prospect segmentation with automated CRM workflows for sales, marketing and web engagement.

visual campaign designer

real time alerts

Real time alerts

If you want to scale quickly, you need a CRM that keeps you up-to-date, 24/7. Reach the next level with live notifications, real-time alerts, and email reports on contact activities, lead scores, deal milestones, and more.

The best CRM tools

Create multiple sales pipelines with deal tracks, each with their own set of milestones. Filter, sort and automate. Increase ROI with the best CRM tools on the market.

best crm tools

marketing crm

Cross-channel outreach

Agile CRM lets you track and manage customer interests, behaviors, and profiles across telephony, email, mobile, social and web channels. Reach your leads where they like to spend time.

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Online appointment scheduling

Our CRM software lets you put your appointment calendars online so customers can sign up for open time slots at their convenience. It's the ultimate meeting scheduler. Automate calendar invites and appointment rescheduling, let leads choose between sales reps and more.

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best crm tools

telephony crm


Extensive telephony integration lets you make, receive, and record calls directly from the CRM. Voicemail automation, call scripts, call-based triggers and many other features have made our extensive app the leading telephony solution for sales teams.

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Social CRM

Sync social profiles to contact pages in the CRM, manage your business Twitter account with our social suite, and easily integrate social media into sales and marketing campaigns.

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social crm

telephony crm

SaaS CRM plugins

Our powerful SaaS CRM app offers essential integrations for SaaS companies. Seamlessly integrate your email gateway, billing, landing page and customer support apps.

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eCommerce Integration

Decrease cart abandonment and increase sales by integrating Agile CRM software with your eCommerce platform. Use our popups, tracking software, advanced ecommerce reporting and campaign automation to reach the next level. Integrate eCommerce marketing with your sales pipeline for ultimate results.

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eCommerce CRM

Trusted by Over 15,000+ Customers & 170,000+ Users



Co-founder - IKO System

I've seen and used dozens of CRMs. This one may change the market upside down. Absolutely great, easy-to-use and powerful.


Gary Tramer

Head of Strategy - WebReception

Agile CRM is the coolest, easiest and by far the most productive CRM I've ever used. Within 20 minutes we had customized the CRM, sent out a complex outbound email campaign and are already converting our leads. Insane!


Ron Kaplan

Sales and Business Development - Espresso Logic

Agile CRM is an exciting and powerful system. The capability to create complex workflows to customize our interaction with prospects is immensely useful and easy - simply a matter of drag and drop.


Megan Pillsbury

Operations Director - Applied Wine

We like Agile CRM because it's built for a combination of offline/online business, like a SaaS company that manages enterprise deals. It's full of features, but doesn't feel cluttered as they keep things clean and simple. And we love that they keep adding integrations.

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