June 12th, 2025.

A growthbusiness.co.uk guide:



A CRM system is a software program that allows you to automate the tracking, communication and reporting of customers or prospective customers.

A company’s CRM stores all of your interactions with potential and existing customers.

For a micro business keeping an Excel spreadsheet about your customers might be enough but for a growth business, over time, you need to keep track of your many customer interactions at once, and that takes its toll on productivity.

The concept of CRM began in the 1950s, when the Rolodex became a desktop staple. The early 1980s introduced databases stored on individual computers. The term Customer Relationship Management (CRM) was coined in 1995, keeping customer databases on different computers and by the late 1990s CRM began moving into the cloud.

At its most basic, a CRM is a contacts database where you include things like email address, phone number, company revenue, number of times contacted, and other notes too.

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