Key Features to Look for in a CRM System

Key Features to Look for in a CRM System

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CRM software can help build and maintain customer relationships. The systems are also meant to track leads and grow your contact list. Your success with a CRM system will depend on how well you use it and the features it comes with. In fact, the features of a CRM software should help you choose one from the many systems on the market.

Here are some key features to look for in CRM software:

  • The Ease of Use

CRM systems should be easy to use. Otherwise, your sales reps will not be able to find relevant information fast enough, and this means they may not be able to utilise the software fully. The interface should also be neat and intuitive. Sales reps are usually inclined to interact with human beings as opposed to machines, so try to find a simple system.

  • Customization

Your software should be customizable. It may come loaded with many features you don’t like, and these will only make it more complicated to navigate. As a user, you should be able to add and eliminate features from your software.

  • Security

Customers will turn against your business once they realise you are leaking their information, whether intentionally or accidentally. This is why you need to make sure the data collected by your software is fully encrypted.

  • Instant Messaging

Employees need to communicate every once in a while. If an employee has a critical query, they should be able to send it to a co-worker easily through the CRM software. This feature also allows managers to check in on their staff. Closely related to instant messaging is the delegation feature. This one enables managers or senior sales reps to assign tasks to other employees.

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  • Application Programming Interface (API)

It is a bother to keep entering the same information multiple times. To reduce the stress on your sales representatives, you should find a CRM system with the API feature. This feature links the CRM to other systems.

  • Contact Information

Your CRM system should be able to collect and store the contact information of your customers. This will allow you to see how much contact you are making with them and their company. You will also be able to view all interactions you have ever made with the staff of an organisation.


CRM software can help grow your company, but selecting the wrong system can render it close to useless. Besides these features, you should talk to your sales reps to see what kind of system they would prefer.

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