A spreadsheet is a normal tool when there are few customers, one person keeps records, and the sales process is easy to understand. Problems start when data is scattered across files, managers duplicate work, and the manager does not see what is happening with the requests.
01When tables are enough
Tables can still be a working solution if the team is small, works with a single list of clients and has clear data management rules. Each record should be responsible, and the statuses of deals and orders should be equally clear to everyone.
- The data does not need to be synchronized with other systems.
- Errors are easy to spot and fix.
- The team does not waste time on manual duplication of information.
- Reports can be obtained without complex summarization of data.
02When CRM becomes useful
CRM for small businesses is needed not because of the fact of growth, but when it becomes difficult to control further work with requests. For example, requests come from multiple channels, managers forget to call back, customer history is difficult to find, or reports have to be compiled manually.
The system can store contacts, agreements, files, statuses and tasks in one place. You can also set up access for different roles in the team.
03How to choose the next step
Before choosing a CRM, describe what tasks it should solve: application accounting, repeat sales, order control or reporting. Then check the finished products. Custom development is appropriate when a standard system doesn't support an important process or the integrations you need are missing.
At Cligora, we don't start with a tool name. First, we define the problem, and only then compare CRM, tables and other options.