CRM software is not a fancy excel spreadsheet. Actually we try and eliminate Excel as the source of data management because it is prone to errors, and only one person can work on it at one time. It’s surprising how many businesses are still run on Excel spreadsheets.
There are many definitions of CRM and as you can see, CRM can do a lot in your business but the most universal definition is similar to this one below.
A CRM system is a central place (database) for all company data and where company activity is recorded and managed from. This data can be shared by all or selected people.
Being a database it can be updated, shared, queried and acted upon. You can even automate actions based on the information within the database using the Workflow engine.
CRM should be seen as a central platform that other systems feed into or from. It soon becomes the most important piece of software you have in your business.
Most but not all CRM’s can also be customised to suit your business peculiarities. Although most businesses have similar functions, the way they work can be very varied, so you need a system that can be tailored to how you work (not the other way around).