What is a CRM?
A plain-English definition, with a real example from a small business.
Geoff BromilowAI systems developerUpdated 1 min readDefinition
A CRM (customer relationship management system) is software that keeps every customer’s details, conversations and deals in one place.
At a glance
- Also called
- Customer database
- Good for
- Tracking customers and sales
In plain English
It’s a shared address book that remembers every call, email and quote — so anyone on your team can pick up where someone else left off.
An example
A builder uses a CRM to track every enquiry from first call to signed contract, with reminders to follow up on quotes.
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Questions people ask
It depends on your industry. HubSpot suits many service businesses; real estate agencies often use an industry CRM like Rex or VaultRE.
Related terms
Geoff builds the AI systems, automations and integrations behind our projects — and explains them without the jargon.
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