Customer relationship management is a human discipline, and you practice it by serving your customers. If you have more than six customers, you probably need CRM tools.

The earliest CRM tools allowed people and businesses keep track of who had been contacted, when, and the status of the relationship. These days, we are in the midst of tracking and reporting mania, with a push to chatbots and AI-driven responders. Don’t get overwhelmed. Just think about what you and your customers need to grow together.

CRM Success is in Strategy and Implementation, Not Software --Gartner Report

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The expert quotes below will not help you choose a CRM tool.
They will help you build a strategy to improve your sales performance and customer satisfaction.

Customer Relationship Management is about making it easier for people to do business with you, whether you’re using any technology to support your customer records or not…. [T]he role that technology has to play is to make things faster, cheaper, better… If you can make processes more efficient, you should liberate time for people to become more effective in the way they focus on the customer…

— Alan Joenn of Collier Pickard

“A customer relationship management software package doesn’t ensure success any more than purchasing athletic shoes guarantees an Olympic medal. Success lies not in software but in sound strategy and precise implementation.

— Gartner report: “CRM Success Is in Strategy and Implementation, Not Software” available for purchase

Computers don’t know anything. People know things. Computers are essentially like robots, effective at doing repetitive and tedious tasks, like digging up information far more quickly and accurately than a person can. But it takes a person to apply that knowledge effectively.

— Glenn Phelps at Gallup News

Salespeople love interacting with people, not with CRM programs… Ask [the sales team] for their input in designing the system from the outset if you can and make it as simple for them to use as possible. The system should be molded around your sales process so at any stage your salespeople know and understand where each of their prospects and clients are in the sales cycle. The people that are going to use it should be the ones to help shape what it looks like and to have an important say in what it should and could do…

— Sean McPeat at