How to Create a CRM Strategy for Your Startup

If you find a portion of your process confusing or click-heavy, that is an obstacle. If you have to switch between systems and duplicate efforts, that is an obstacle. We put together a list of the best, most profitable small business ideas for entrepreneurs to pursue in 2023. Because I’ve spent 15 years working with companies struggling to land their messaging, make an impact in the market and drive consistent expansion.

  • Instead of spending hours compiling reports, a CRM dashboard will do all the heavy lifting for you.
  • Once you identify who your ideal buyer is, you can use their demographic information to figure out where they spend their time online.
  • A CRM (Customer Relationship Management) strategy is a plan that businesses use to manage, analyze, and improve their interactions and relationships with customers.
  • While most CRMs have a standard set of key features—like pipeline management and marketing automation—others have standout features that fit certain companies and their goals best.
  • A great CRM strategy increases revenue per customer, reduces customer acquisition costs, and improves customer satisfaction.
  • First, onboard employees and then provide them with proper training.
  • In one survey, 63% of customers reported they wanted personalized recommendations and they were willing to hand over their data to get everything from special offers to exclusive deals.

During and after implementation, IT will monitor for and address technical challenges. Psychologically speaking, it may put users at ease to know that IT is there for support during the change. A customer-centric approach is crucial for a successful CRM strategy. It involves understanding your customers’ needs, preferences, and expectations and aligning your strategies and processes accordingly.

How to Create a Successful CRM Strategy

I’m a fan of HubSpot to enable the strategy, execution and operationalization of this approach. Not only because of the capacity of the platform but because early-stage tech companies can often achieve significant discounts via the HubSpot for startups program or their VC/angel investors. This allows business leaders to align their growth goals from go-to-market into full-blown revenue operations down the line. With Klaviyo’s marketing automation capabilities, you can deliver personalized messaging to your customers at the right time.

what Is CRM strategy and how to create It

Be careful to ask team members to list their must-have and nice-to-have features separately. This will help you stay within your budget if compromises must be made. One type of CRM system and strategy won’t make sense for all businesses unilaterally. Your platform is like your vehicle, and your strategy is your roadmap. Let’s jump into CRM systems and strategies, and discover how to create a plan for your particular business. Artificial intelligence is used in CRM to study the success of different sales scenarios.

Understand the Competitive Landscape

Thirdly, set SMART goals and metrics such as customer lifetime value, retention rate, churn rate, net promoter score, or customer satisfaction score. Finally, choose and implement CRM tools and tactics like CRM platforms, email marketing, social media, chatbots, or loyalty programs. Train your team and integrate these tools with other systems and processes.

We’re on a mission to help you build lasting business relationships. As sales trends and effective sales strategies grow in popularity or fall by the wayside, so too do CRM strategies. Each of these KPIs are connected to how effectively you use your CRM, and each can be improved with a solid CRM strategy. Without a well-planned CRM strategy, most platforms are significantly underused. Ensure that everyone involved in customer-facing roles knows how to use the system to its fullest potential. Regular training sessions will help your team get comfortable with the system and encourage its consistent use.


Depending on how big or small your business is, you want to tailor your CRM strategy to fit your company and best serve your needs. This type of collaboration aims to share customer information with other sources and organizations for faster customer service response. A CRM solution can take data from third-party sources and provide you with everything you need to know to have more meaningful interactions with existing and potential customers.

what Is CRM strategy and how to create It

It’s difficult to make customer support feel personal, but when you use sales management software, your team members gain perspective and can make every customer feel supported. CRM software provides you with insights on how to better serve your customers. Depending on your product offerings and target audience, you may notice that the people you want to reach get most of their information from blog posts. While marketing automation and customer relationship management (CRM) software are closely related, they are not the same thing. Remember to use your CRM system to its fullest during this step — it’s chock full of customer data points that can help sales and marketing design high-quality, personalized outreach strategies.

Define CRM Usage

By consolidating data from various channels, you gain a holistic view of your customers. This enables you to deliver personalized experiences, track customer interactions, and provide consistent communication across touchpoints. Develop a customer journey map to visualize and understand the customer experience.

what Is CRM strategy and how to create It

ActiveCampaign is a popular marketing automation tool that lets you pull data from channels like social media, live chat, landing pages, SMS, and more. With marketing automation software, you can segment your leads based on specific criteria such as interest or behavior. This is separate from marketing automation workflows – but both can be integrated to optimize your marketing efforts based on customer data.