What’s CRM

CRM (Customer Relationship Management) is a strategy that helps businesses enhance their relationships with existing customers and acquire new ones more efficiently. Here is an overview of a comprehensive CRM system to get you started and understand the benefits your business can gain

The meaning of CRM

CRM stands for Customer Relationship Management. Nowadays, when you hear about CRM, it mostly refers to CRM software, which is a tool that serves as a centralized database to bring together sales, marketing, and customer support activities. It also helps streamline processes, policies, and your personnel on a single platform for increased efficiency. When businesses adopt a more hybrid working model, having a “Remote CRM” becomes crucial, enabling your sales team to work efficiently and collaborate with colleagues. It also makes it easy for customers to engage.

We’ve created a short video to explain what CRM really means and what it can do for your business.

Eight essential building rules of a CRM platform

ที่มา: Gartner research

Why must CRM System

CRM, or Customer Relationship Management, is the largest software market in the world and has proven to be a valuable technological asset that companies can invest in. With the distinctive features that the CRM software market, particularly cloud-based CRM, has offered over the years and the ease of integrating CRM with other commonly used business applications, CRM systems help businesses discover the characteristics of their customer base. This leads to increased returns on sales and marketing investments, all while reducing their overall costs.

On-premises CRM vs. cloud-based CRM

One of the first choices businesses have to make is selecting between on-premises CRM and cloud-based CRM systems. In general, on-premises CRM systems are associated with businesses that need to configure a comprehensive support structure, require maintenance fees, and upgrades depending on software licensing costs.
Cloud CRM systems are the preferred option for businesses because they are easily accessible through any web browser, facilitating faster system setup and usage. Additional benefits include no maintenance costs, increased data accessibility as needed, and easy scalability.

Comprehensive CRM Solutions

The most popular cloud CRM offerings tend to be comprehensive and highly customizable solutions that can integrate seamlessly with popular business software. They provide a 360-degree view of customer interactions and offer numerous features, security, and ease of use. This helps businesses of all sizes and from different industries efficiently enhance their sales operations.

What Does a CRM System Do?

Whether you’re a small business looking for a place to store and access data from various devices or a large enterprise focused on improving customer satisfaction and managing customer relationships, having a Customer Relationship Management (CRM) system is essential. If your current processes can’t provide a solution to these data processing problems, consider the following key indicators for cloud-based CRM

What Does a CRM System Do?

Whether you’re a small business looking for a place to store and access data from various devices or a large enterprise focused on improving customer satisfaction and managing customer relationships, having a Customer Relationship Management (CRM) system is essential. If your current processes can’t provide a solution to these data processing problems, consider the following key indicators for cloud-based CRM

Quick Answers to Common Questions

Ask yourself whether you can get quick answers to common questions like, “What are my customer numbers?” or “How much profit or loss did we make last quarter?” or “What was my revenue last month?” or “Who closed the most sales?”

Data Input Validation

Poor decisions often stem from incorrect data. Failing to validate the accuracy of entered data in your system is a significant issue. Having a system with pre-validated data input formats helps prevent data entry errors.

Connecting with Customers and Trends

Customers can come from various sources, including websites, social media, phone calls, etc. Only multi-channel communication systems can seamlessly integrate these sources, helping you have a more holistic view of your business.

Customizing Marketing Objectives

Your marketing efforts may go to waste if your strategies aren’t resonating with your audience. Features like campaign management, newsletter sending, and real-time surveys can be customized to ensure a more personal connection with your customers.

Collaborating as a Team

When every team works separately, it leads to major roadblocks for organizational growth. Real-time customer data sharing between teams is essential for streamlining operations.

Benefits of CRM for Companies

CRM systems offer significant benefits to companies of all sizes and types


For B2B companies, CRM systems help in attracting potential customers through various means like promotions, newsletters, and more. These tools ensure that the company is well-connected with its customers.


B2C companies have a shorter customer lifecycle and require solutions that are targeted and efficient. Multi-channel CRM tools with features like lead management, instant surveys, and automated marketing can greatly help B2C companies connect with their customers.


Small and medium-sized businesses (SMBs) can also benefit from CRM, contrary to the misconception that CRM cloud solutions are expensive and complex. They can start their CRM journey with free CRM systems and become technology-savvy to compete with larger industry players effectively.


Enterprises benefit from advanced CRM features like workflow management, advanced analytics, territory management, sales, and marketing automation. This optimizes sales team efforts, reduces time spent on routine tasks, and increases focus on customer satisfaction.


Athens in
Lead rate


Increased income
to the salesperson


The increase of
customer retention


Steps in selling


Cost of sales and
marketing decline

* Growth metrics by MHK CRM customers in internal survey

Key Features of Customer Relationship Management (CRM) Systems

Lead Management

Having quality leads is crucial, but tracking and managing them to close sales is equally important. CRM provides everything you need to know about your leads to convert them into happy, paying customers. By scoring and automatically assigning leads, you can define leads based on various parameters and know which ones are likely to move to the sales stage.

Contact Management

The contact management feature in CRM helps you manage your business contacts in one place. You’ll know when and why you need to contact your customers last, the best time to reach out to them, references for social media interactions, and analytics to access customers through emails and other communication forms.

Sales Management

When a sale is lost, it’s lost forever. The sales management feature in CRM provides an overview of current and future sales and informs you about the problems of past unsuccessful sales. CRM allows you to break down sales into sub-stages in the current process and lets you know the probability of closing a sale.

Email Management

Email management is a core function for every business, and online CRM solutions allow you to have complete control over this. The email client you use can be integrated with CRM tools for customer relationship management. This means you save time switching between tabs to work. The email management system within CRM allows you to prioritize emails, analyze responses in every email, and ensure you’re following up with your recipients.


ในฐานะของผู้ใช้งาน CRM สำหรับธุรกิจของคุณ คุณต้องการให้ทีมขายของคุณใช้เวลาในการขายมากกว่าจัดการงานอื่นๆ นี่คือจุดที่กระบวนการขายที่เป็นอัตโนมัติจะช่วยได้ การขายแบบอัตโนมัติช่วยให้คุณแทนที่งานปกติของคุณด้วยเวิร์กโฟลว์อัจฉริยะและมาโคร ลีดจะลื่นไหลไปตามขั้นตอนของคุณได้ง่ายยิ่งขึ้นด้วยการมอบหมายลีดแบบอัตโนมัติให้แก่ตัวแทนขายที่เหมาะสม


Reporting and Analytics

A data-driven business culture can be very helpful in changing an organization’s decision-making from “relying on feelings” to “relying on data.” CRM systems provide essential smart systems for businesses to process data from various sources and produce valuable deep data. From basic dashboarding to advanced analyzed data, such as identifying anomalies in business, in-CRM analysis tools help the organization significantly.



บ่อยครั้งที่บริษัทต่างๆ พบว่าได้สูญเสียงบประมาณไปโดยเปล่าประโยชน์เพราะการวางแผนทางการตลาดที่ไม่ดี และล้มเหลวในการกำหนดเป้าหมายลูกค้าให้กับแบรนด์ของตน การขาดการเชื่อมต่อระหว่างทีมขายและการตลาดทำให้ความพยายามเหล่านี้หยุดชะงัก ด้วย CRM ทางการตลาดพร้อมระบบอัตโนมัติทางการตลาด และฟีเจอร์การจัดการแคมเปญ คุณสามารถสร้างลีดใหม่ สร้างการส่งเสริมการตลาดเป้าหมายด้วยอีเมล เปรียบเทียบค่าใช้จ่ายกับรายได้จากการขาย และท้ายที่สุดแล้วก็จะได้รับ ROI สูงสุดจากการใช้จ่ายทางการตลาด



One size doesn’t fit all when it comes to using CRM platforms for your business. If there is a business-specific market business solution that can be customized to fit your business’s way of doing business, that’s CRM. You can customize your CRM with custom buttons, modules, and templates, or create an entirely unique CRM from scratch with an offer that’s unique to your business.

All-in-One Data Repository Clear operational strategy Cost reduction Mobile workforce More sales time Automated data entry SLA compliance User-level customer acquisition Contextual communication Simple sales processes Easy team collaboration Benefits of CRM usage Data-driven business culture

Mobile CRM

When mobile use has replaced desktops, it’s essential that your CRM system allows your staff to work on mobile devices. Mobile CRM is vital, as it enables your sales representatives to close deals even while on the go. Managers can add and update data during business appointments, and even offline. Sales presentations, business meetings, networking events, whether on an airplane or on the road, mobile CRM apps keep you prepared for business wherever business takes you.

Implementing CRM and Best Practices You’ve decided it’s time to use CRM, and you’ve chosen your system. What’s next? The best practices below will help you and your team successfully implement CRM.

Using CRM Systems and Best Practices

You’ve decided it’s time to implement CRM and have chosen your system. What’s next? The following best practices will help you and your team successfully utilize CRM

Plan Your Sales Process and Embed it in Your Sales Team

How do potential customers find you, and how will they enter your CRM system?

What happens when these potential customers are in your system?

What's the next step when your sales team is assigned leads?

What follows when your sales team closes a deal?

Train Your Employees and Management Team on CRM

Does your team understand why CRM is being introduced?

Is your management team aware of the time-saving benefits of CRM?

Does your team grasp the value of the customer lifecycle and how CRM can assist?

Can you restructure the compensation plan for employees to support the benefits of using the CRM system?

Automate Routine Tasks

Can tasks related to leads, contact lists, and everyone with potential be automated?

Are there specific tasks that should be assigned to salespeople automatically when they receive or change leads?

Every Voice Matters: CRM Solutions That Unite All, Not Just Sales.”

Add On

CRM has many features designed to fit many applications.

What's next?
Start your CRM journey with MHK Zolution.

With over a decade of marketing leadership, MHK CRM is a customer relationship management software that handles sales, marketing, and support all in one system. MHK CRM helps businesses of all sizes build exceptional customer relationships with features like sales assistance, sales process management, automated marketing systems, analytics, and more.

Join over 1,000 satisfied customers with MHK CRM and grow your business with top-notch customer relationship management.