What is a CRM and why your business needs one!
Apr 2025
We believe having a CRM can genuinely transform how you run your business!
So, first things first — what is a CRM?
CRM stands for Customer Relationship Management. It’s a system which is software-based, which helps businesses manage all their interactions with current and potential customers.
It is a central hub for everything customer-related, including their contact details, what they have bought from you, what they’re interested in and how they’ve interacted with your business over time.
We find many businesses are still using spreadsheets, notes, Google Docs or your memory! But as your business grows, that’s not sustainable. What’s great is a CRM does all the remembering for you, and it does it far better.
So, what does a CRM actually do?
A good CRM system will help you:
- Store and organise customer data – from emails to purchase history.
- Track leads and sales pipelines – see where every potential customer is in their journey and track your marketing spend on lead generation.
- Automate tasks – like sending follow-up emails, appointment reminders, or even personalised offers.
- Improve customer service – because your team can see a full customer history instantly.
- Generate reports and insights – so you can spot trends and make smarter business decisions.
Why does this matter?
Let’s be honest — in most businesses, it’s the relationships that drive the results. Whether you’re selling a product, a service, or something in between, people buy from people they trust. Its the simple know, like and trust factor!
Here’s why a CRM is a game-changer:
- You stop letting opportunities slip through the cracks.
How many times have you said, “I meant to follow up with that lead but forgot”? A CRM will help! - You save time.
No more digging through inboxes to find that one email. Everything’s in one place. - You grow smarter.
You start to see patterns: Who are your best customers? What marketing really works? When are people most likely to buy? - You build better relationships.
Your customers feel remembered, valued, and looked after — and that’s how you get repeat business and referrals.
Is it just for big companies?
Definitely not. In fact, smaller businesses often benefit the most from using a CRM early on. There are loads of options out there — from free tools like HubSpot, Capsule to more advanced platforms like Salesforce or Zoho – depending on your needs.
However, if your business needs are more complex, we can help!
We built a bespoke customer relationship management (CRM) system which integrates with specialist insurance systems via a range of secure APIs (Application Programming Interfaces). We continue to add powerful features and improve the performance of this system, which is vital to the operation of the day-to-day business and the company’s ability to scale and grow at the rate it continues to.
Resulting in an immediate benefit to hundreds of simultaneous users and thousands of customers alike. The system has allowed County’s staff to concentrate on leads and customer retention without the burden of everyday admin tasks.
If you’re serious about growing your business and keeping your customers happy, then a CRM isn’t a “nice to have” — it’s essential.
Talk to us and see how we can help your business