The Most Important Features in CRM Software

Customer relationships are really important for success in business, regardless of the size of the company. That’s exactly the point of Customer Relationship Management, or CRM for short.

It is a technology made for managing a company’s relationships and interactions with current and potential customers, and the goal is to improve business relationships in order for a business to grow.

CRM software has a lot of useful features that can make dealing with customer relationships a piece of cake, and today we’ll list hose and explain their impact.

Workflow Automation

CRM software will make your life much easier with one of its most important features, and that is workflow automation. By setting up a few rules, you can set your CRM software to automatically perform specific actions based on certain triggers.

For example: when a sales representative receives a message, the CRM software will automatically respond with a preset answer, or if a potential customer fills out a contract on the website, it will automatically redirect the message to the sales department. When sales representatives complete tasks, the software will also automatically report them to the supervisors.

Customer Service

Shallow focus of woman working in a call center

With CRM software, you can acquire and retain customers by providing them with excellent customer service.

This feature automatically tracks all points of communications from potential and closed sales, uses customers’ first names to personalize the experience, and even automatically sends customers acknowledgments of their inquiries and messages.

It also logs all incidents, purchase history, and other activities useful for future experience, and much more.

Social Media Monitoring

A CRM with built-in social media monitoring features is definitely a good investment because it can be really useful for managing a company’s social media accounts, and it can also save you a lot of time while doing that.

If you choose a CRM with those features, you can get in tune with what people are saying about your brand through social listening.

You can get insight into who your customers are, check every social media channel (Facebook, Twitter, Instagram) to customize your social media strategy accordingly, identify and leverage your brand, manage daily posting tasks, and a lot more.

CRM Analytics

Data reporting dashboard on a laptop screen.

Customer analytics offer insight into important customer data, which can help you determine which product/service is the most successful and should be marketed more, or maybe which product has no engagement and should be discontinued. All this information is helpful for making important decisions geared towards business improvement.


Reporting brings together the results of all your sales and marketing efforts. This feature allows you to access the number of leads that came in during a certain amount of time, the number of generated sales, which of your sales agents closed which leads, the number of outbound calls made, the effectiveness of your e-mails, or any other report type.

Employee Tracking


CRM software is full of features that are great for tracking employee activity and performance. Make sure to choose a software that gives employees their own accounts where they can individually track their hours, meetings, sales, goals, and other items.

All this data can later be revised by supervisors, and this can help managers write employee performance reviews and measure productivity.

Other Useful Features

Some other useful features CRM software have to offer are:

  • Sales Forecasting
  • E-mail Tracking
  • Lead Management
  • Third-Party Integration
  • Customization

In conclusion

Running a business has never been harder, but it has also never been easier thanks to modern technology and modern business solutions. Customer relationships management software is definitely one of those things we should be thankful for. If there is a way to make your job easier and better, why not use it?