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Do I need a CRM for my business?

This article weighs up the reasons why you should consider investing in a CRM, including signs that you need it and what type of solution to look for.

Felix Rusby

Felix Rusby

Lead Content Writer·20 January 2024
Do I need a CRM for my business?

CRM decision guide

  • Most customer-facing businesses benefit from CRM software
  • Small teams can start with basic tools, but scaling makes this unsustainable
  • The right CRM saves money by increasing operational efficiency
  • Industry-specific solutions often outperform generic alternatives

What is a CRM?

A CRM (Customer Relationship Management) is management software that allows a business to better organise its admin and coordinate its team(s). But is investing in one necessary for your business?

Who does not need a CRM?

While most businesses would benefit from digital systems, smaller organizations can initially manage operations with basic tools like Google Docs, calendars, and spreadsheets. However, scaling typically makes this approach unsustainable.

Any customer-facing business selling products or services benefits from CRM implementation.

6 signs you need a CRM

1. Record-keeping struggles

Difficulty tracking records or locating information quickly indicates a systemic problem, especially for businesses still using pen and paper methods.

2. Significant business growth

Growing businesses face increased operational pressure. Early software investment allows seamless adaptation without disrupting teams or customer service.

3. Team communication gaps

Poor communication channels lead to missed messages and misunderstandings. CRM systems facilitate information sharing across teams.

4. Customers slipping through cracks

When customers experience slow replies, incorrect deliveries, or are forgotten entirely due to poor processes, a CRM becomes essential.

5. Reporting and analytics issues

Inability to effectively track, capture, or use business metrics to inform decisions indicates need for systematic data management.

6. Disproportionally large administrative team

Having excessive office staff relative to service delivery personnel suggests operational inefficiency that software could address.

How can a CRM help?

CRM software primarily saves money by increasing business efficiencies.

10 hours → 10 mins
Customer reply time reduction
Swift Heating's monthly time spent replying to customers after implementing Payaca

Following implementation, Swift Heating tripled turnover and became a million-pound company.

The software automates repetitive tasks, freeing teams for higher-priority work.

Is CRM software worth it?

The worthiness depends on selecting solutions aligned with specific business needs.

Good CRM choice

  • • Aligned with business needs
  • • Clear ROI potential
  • • Industry-specific features
  • • Sustainable investment

Poor CRM choice

  • • Generic or mismatched
  • • Wasted resources
  • • Custom-built complexity
  • • Difficult to maintain

The key is researching products that deliver desired outcomes and positive ROI — not just picking the most popular option.

Which CRM should I use?

Different providers suit different needs:

CRM options by use case

  • Monday.com — General solutions focusing on data tracking and team collaboration
  • HubSpot — Marketing-focused with email communication capabilities
  • Salesforce — Large enterprises with substantial budgets; requires significant setup time
  • Commusoft, ServiceM8, Tradify — Specialist field service solutions
  • Payaca — Specifically designed for service businesses and skilled trades

Payaca's unique offering

The Scale Program

Payaca distinguishes itself through its "scale program," where leadership helps clients implement software for maximum efficiency savings. This represents ongoing support beyond typical vendor relationships.

Businesses should invest proactively rather than reactively in CRM solutions appropriate to their specific circumstances and industry requirements.

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