What are the key benefits of a CRM System?

There are many reasons why a business might invest in Customer Relationship Management (CRM) software. Within this article, we have highlighted the key benefits…

Connect with your Customers

The main purpose of a CRM solution is to help a business manage its customer relationships. A ‘customer’ can be classed as more than an individual who purchases a product/service, it can also be partners, beneficiaries, donors, members, and any other contact who does business with an organisation. A CRM System like Microsoft Dynamics 365 helps provide an end-to-end view of your customers, their history, correspondence, requirements, etc, to better serve their needs. This provides businesses with the ability to create exceptional experiences, earn loyalty, personalise communications and more.

Trustworthy Reporting

A CRM System will provide you with a clear and accurate overview of your data, allowing you to make critical business decisions when they matter most. Most CRM systems have built-in dashboards to allow you to view and analyse your data in real-time. Additionally, there are tools that can be integrated with a CRM, such as Microsoft Power BI, which brings extra reporting and data visualisation functionality.

Work Anywhere

Cloud-based CRM systems provide mobile access, meaning that your team can access important data via their smartphone, tablet or laptop. As data is added or edited, your information is updated in real-time so employees can see those changes regardless of where they are working from. Most CRM solutions also include offline capabilities, ensuring that any changes made in offline mode, synchronise as soon as an internet connection is available.

Simplified Collaboration

A CRM creates a single ‘story’ about each customer which is accessible to all those with access; this avoids problems that occur when using disparate applications, spreadsheets, or paper notes. Additionally, if your CRM is cloud-based and can be accessed on the go, users can add information wherever they are, ensuring that the latest data is visible to the team. Integrating your CRM with other business software, such as Microsoft 365 (OneNote, Teams, SharePoint, etc) means that departments across the business can collaborate quickly and easily. A CRM allows every user to work together more effectively. For example, when one of your salespeople has a phone call with a customer, they can add the notes to the customer record and any other relevant information. This is visible to others who have access, so they are able to pick-up with the customer if necessary, without any confusion as to where things were left.

Additionally, a CRM solution can align users and business processes. For example:

– Automating repetitive manual administrative tasks and refining businesses processes within the CRM, saves time and also reduces the risk of human error or data duplication

– Avoid employees navigating between disparate systems by integrating business systems, therefore increasing efficiency

– CRM nurtures a positive team culture by improving communication, as individuals can share information and collaborate more effectively.

– Improve time management and therefore productivity, as automated reminders and built-in AI capabilities within the CRM can remind users of events or actions that need to be taken.


Using a CRM system provides improved security around your data, using secure credentials to sign into the system. Security permissions can also be set around particular elements, granting access to only those users who require it. Therefore, when a user leaves the company, simply deactivate their account and have confidence that your data is safe.