Business owners often gather a great deal of information about customers: what they like; when they buy; how they buy; how they respond to marketing campaigns and so on. This information can be stored in various forms such as spreadsheets, invoices, mailing lists and survey results. Using a CRM system enables you to collate and use this information in a more effective way to help improve customer service, build loyalty and increase sales.

This factsheet explains what CRM systems are and how you can use them. It describes the different types of CRM systems, provides examples of CRM software providers, and outlines what you need to think about when a choosing a CRM system for your business.