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CRM

Un CRM (Customer Relationship Management) is a tool that centralises all information and interactions between a company and its customers or prospects: contacts, exchanges, business opportunities, purchase history.
It helps the teams sales, marketing, and support to better manage customer relationships and structure their actions over time. Salesforce, HubSpot, or Pipedrive are examples.

Related Services

Creation of bespoke software Salesforce Integrator

Related Terms

ERP SaaS Bespoke software Marketplace

CRM in practice

Why a CRM is central

  • 360° prospect and customer view: interactions, opportunities, history.
  • Aligns sales, marketing, and support teams with the same data.
  • Drives performance: conversion rate, velocity, customer lifetime value.

How to choose and deploy a CRM

  • Market solutions: Salesforce (very comprehensive), HubSpot (easy to get started with), Pipedrive (sales-focused), Sellsy (FR), Folk (modern).
  • Define the processes before to configure the tool.
  • Limit custom fields to the bare minimum.
  • Integrate with the IS: invoicing, ERP, marketing, telephony.

Caveats

  • Adoption - a poorly used CRM provides no value. Train and support sales representatives.
  • Data quality - without hygiene, the CRM quickly deteriorates.
  • Total cost - licenses + integrations + maintenance.

How Galadrim can support you

See our offering Creation of bespoke software for bespoke integrations, and Salesforce Integrator for Salesforce / Agentforce deployments.

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