The 2024 Guide to CRM Systems

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Katie Malaebeh

Head of Marketing

Looking to enhance your customer service game in 2024? A CRM system could be just what your business needs. These handy tools help manage relationships and interactions with customers and prospects. But with so many options out there, how do you choose? In this guide to CRM systems, we’ll break down what they are. why they matter, common types to consider, and key factors in choosing the right one. You’ll learn how to take your customer relationships to the next level through CRM integration. Whether you’re just starting out or looking to optimise an existing system, we’ve got you covered. Read on to become a CRM pro!

What are CRM Systems and Why are they important?

CRM systems help businesses manage relationships with customers and prospects. They store all your contacts, interactions, and transactions in one place.

A good CRM helps you focus on your customers and build better relationships. It gives you a 360 degree view of each customer so you can provide amazing experiences. You’ll gain insights into their needs, behaviours, and buying habits so you can tailor offers and anticipate what they want.

What can a CRM do?

CRM helps you organise customer data, track interactions, and manage sales and marketing campaigns. They automate many routine tasks like emailing customers, tracking calls and meetings, assigning follow-ups, and more. CRMs provide reports and dashboards to help you spot trends and opportunities.

Some of the most useful features of CRMs are:

Contact ManagementStore contact details, communication history, notes, documents, and more for each customer.
Sales PipelineTrack potential deals from lead to close and see forecasts.
Marketing AutomationCreate drip campaigns, send bulk emails, post on social media, and track results.
AnalyticsGain insights into customer segments, buying behaviours, most profitable clients, and more.

Types of CRM Systems

CRM systems can be categorised based on the nature of activities they primarily support within an organisation. Understanding these types can help you choose the right CRM system that aligns with your specific business needs. Here are some common types:

Customer Services CRMs

These CRMs focus on managing customer service interactions and issues. They provide tools for call centre management, ticketing systems, knowledge bases, and customer communication tracking. Popular options include Zendesk, Freshdesk, and Help Scout. For small businesses, these affordable CRMs help streamline customer support and improve the customer experience.

Marketing CRMs

Marketing CRMs, like HubSpot and Marketo, provide tools specially for marketing teams. They help with email marketing campaigns, social media management, content management, SEO, and analytics. These CRMs give marketers a single place to manage all their marketing initiatives and measure the results. The detailed analytics and reports can help optimise marketing strategies to yield better results.

Sales CRMs

Salesforce, one of the most popular CRMs, focuses primarily on sales management. These kinds of CRMs provide tools for prospect management, pipeline management, forecasting, quoting, and order processing. They give sales teams a centralised database to log all customer interactions and manage sales opportunities through the entire sales cycle. Sales CRMs are essential for most B2B companies and sales-driver organisations.

All-in-One CRMs

Some CRM systems, like Bitrix24, HubSpot, and Capsule, provide combined tools for managing sales, marketing, and customer service. These all-in-one CRM systems give businesses a one-stop shop to handle all customer relationship needs. They do require an investment of time and resources to implement since they pack in so many features. However, for small to midsize businesses, an integrated CRM can be an easy, affordable solution.

Our Top Picks for the Best CRM Systems in 2024


As the world’s #1 CRM, Salesforce helps over 150,000 companies manage their critical customer relationships. It offers tools for marketing, sales, customer service, and analytics all in one platform. Salesforce is highly customizable and integrates with many other business tools. However, it can be pricey, especially for small businesses, starting at $25 per user per month for the its basic starter suite.

HubSpot CRM

HubSpot CRM is a free CRM tool that offers tools for sales, marketing, and service teams to work together in one platform. It’s easy to use and aimed at small to midsize businesses. HubSpot integrates with their marketing and sales software and over 300 apps. The one downside is that some of the more advanced features are only available on paid plans. The Starter plan begins at $45 per month.

Zoho CRM

Zoho CRM is an affordable, easy to use CRM for small businesses. It offers tools for lead management, marketing automation, sales, customer service, and reporting. It integrates with many of Zoho’s other products like Zoho Mail and Zoho Campaigns as well as some third-party apps. However, for larger businesses, Zoho may lack some advanced functionality compared to Salesforce or HubSpot. The Standard plan starts at $14 per user per month.


Pipedrive is a simple, affordable CRM aimed at sales teams. It offers tools for managing leads, deals, contacts, and sales activities like calls and emails. Pipedrive is customizable and integrates with many popular apps. However, it lacks some of the marketing automation and customer service features of other CRMs. So, it may not be the best choice for businesses looking for an all-in-one solution. The essential plan starts at $14 per user per month.


CRM systems are a key part of running any modern business. Whether you’re a solopreneur or an enterprise, having a streamlined CRM solution can help you deliver top-notch experiences to your customers. The options out there are plentiful, so take the time to assess your needs and find the one that aligns with your goals and budget. A quality CRM will quickly become your trusty sidekick, helping you nurture leads, close deals, and build the long-term relationships that lead to referrals and repeat business. The bottom line? Invest in customer relationship management and watch your company thrive.

Partner with Yo Telecom for seamless CRM integration and support tailored to your business needs. Whether you’re a small business or an enterprise, our experts will help you implement the right CRM solution to enhance customer satisfaction and drive growth. Contact Yo Telecom today and start building stronger, lasting relationships with your customers.

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