Customer Relationship Management Software

If you want to know about Customer Relationship Management software, you’ll find answers to some of the most frequently asked questions here. If you don’t find what you are looking for, just call us on AU: 1300 724 327 / NZ: 0800 443 163 or contact us.

What is CRM?


What does CRM stand for?

CRM is short for Customer Relationship Management. This is an overarching term used to describe how information about existing and would-be customers is collected, managed and analyzed. 

Isn’t CRM just a fancy name for a database of customer information?

Originally, Customer Relationship Management consisted of a simple database where customer details and notes about their orders were kept. Now CRM software has grown into a much more powerful tool that helps deepen and strengthen business relationships with customers, prospects and suppliers. CRM enables you to collect, analyze, organize, distribute, access and store a massive quantity of customer data in a way that wouldn’t otherwise be possible. A CRM can also be easily connected to other applications, so as to handle even more data and turn it into knowledge.

What is the main purpose of CRM?

As commerce becomes increasingly global and ultra-competitive, businesses that are better able to match their products and services to buyers create more long-term customers. CRM lets you to do this by helping you and your team acquire an increasingly detailed understanding of what your existing and would-be customers are looking for. 

The benefits of using a CRM solution


What are the key benefits of CRM?

To really focus your marketing, you need the clearest picture possible of your customers. However, because the buying journey is now so complicated, this can’t be managed by just one person or even a single department. By allowing different parts of your business to work together, CRM enables you to manage every customer touch point, not just some. For instance, by automating sales and order processing, not only will you be able to answer support queries faster and more accurately, but you will also enrich your customers’ experience. This in turn will lead to greater loyalty, and improved long-term sales.

How will CRM improve your company’s productivity?

By bringing together back and front office operations, a CRM system makes both of these more streamlined and efficient, as all the information you need is in one place. That means faster, easier access. No more wondering what to do next, as call-backs, follow-ups and other sales and support tasks are prioritized for you. No more repetitive actions that don’t add value, because they can now be automated. No more checking with other colleagues or departments whether a customer has been told about a change in service, because you can see for yourself. It all adds up to major time savings. One of our clients in the data industry has found that its account managers make 10-15% more customers calls each day by using Act!. Another client’s sales team has increased the number of accounts they manage from 400 to 700 without the need for additional staff. Read our customer success stories

How exactly does a CRM system cut costs and save money?

By enabling you to focus on your best prospects, you don’t waste time, effort and money going after the wrong customers at the wrong time. It also prevents costly and time-consuming problems like having to resolve incorrect orders or check on service issues. A CRM also saves time by automating low value and repetitive tasks, while its central database of continually updated information avoids the potential for error and miscommunication, and their consequences.

By automating manual tasks, cutting down on duplication of work and creating a single channel for accessing customer information, a CRM also frees up admin time which can then be reinvested into more value-adding activities.

How much will a CRM system add to my bottom line?

Studies show that by increasing up- and cross-selling opportunities, an effective CRM solution can increase revenues by as much as 50%! A CRM also adds to profits by cutting costs and improving customer service – something that leads nearly three-quarters of consumers to spend more, according to American Express research.

Act! CRM gives you the tools to grow your business!



Know your customers

Maintain a complete view of your prospects and customers, including associated notes, history, activities, documents, and opportunities in one organized place.


Manage your day

Easily prioritize and track phone calls, meetings, to-dos, and emails for yourself or your team so you can make the most of your day.


Drive sales

Complete activities in each stage of the sales process to keep deals moving – track call-backs, products, meetings, emails, and more.

Try Act! today and start growing your your business! >> Try Act! free

Delivering a better customer experience


Will CRM improve customer service levels?

When over three quarters of consumers see customer service as the true test of how much a company values them, getting this right is essential. If you don’t, you will lose customers. According to Accenture, nearly 70% of consumers say they have switched service providers because of poor customer service. By enabling you to respond faster and anticipate customers’ future needs, a CRM helps prevent the mistakes that can quickly damage a company’s reputation, and enables you to provide a better service generally.

How does CRM improve customer service?

With a CRM system, you get a complete picture of a customer’s previous interactions, buying history and preferences. This makes it much easier to meet and anticipate their future requirements faster and more effectively, and resolve any issues sooner. And having that information on a central database means you can be confident you have an accurate, current, ‘global’ picture of a customer’s account in front of you. That enables you to customize messages to specific groups of customers and to provide the most appropriate and consistent service response. Going that extra mile will help you to achieve the highest levels of customer satisfaction.

Will a CRM system improve customer retention?

With a CRM system in place, the relationship between you and customers improves radically, meaning they are more likely to remain long-term buyers. A CRM also makes it much easier to maintain relationships with key personnel in the B2B sector when they switch jobs, so you don’t lose out on new business. Creating and maintaining connections is particularly important in industries where there is a fast turnover of staff.

A toolkit to efficiently market your business


In what ways will CRM improve our marketing ROI?

A properly implemented and well-managed CRM system will help you track prospects from lead creation through to close of sale. This will enable you to build relationships and target your messaging, and so retain customer loyalty, get repeat sales, and up-sell and cross-sell complementary products.

How will a CRM system generate more leads?

You may have a lot of information about existing and potential customers in your database, but without an effective way to sort and manage this raw data, you don’t have meaningful, usable knowledge about them. On the other hand, with a CRM you gain valuable insights into where the best potential opportunities lie. Combine your own data with that of third parties, and you can create even wider-ranging, but still highly targeted marketing campaigns using your CRM.

Can we use a CRM system with marketing automation?

Yes. By triggering time-related tasks and alerts, a CRM system can automate repetitive tasks so that effort is applied where it’s most needed, rather than being wasted on low value work. For example, Act! has a built-in email template library and other marketing automation features that allow you to effortlessly create a sales funnel that lets you connect with customers in the right way, at the right time. Learn more about email marketing with Act!

CRM for small businesses


What should a small business look for in a CRM system?

Any CRM system should to be customizable to your needs, so it can do what you need it to, in both the short and longer term. That means it should have sufficient functionality, but not be bloated with irrelevant features that add little value. And it needs to offer ‘scalability’ so it can grow and change with you.

What is the best CRM system for small businesses?

We believe Act! is the best solution for a wide range of businesses. That’s why, for small businesses of all shapes and sizes looking for the most effective CRM solution for use online, offline and with a mobile device, it has become the number one best-selling product. Thousands of smaller to medium-sized companies now rely on it and appreciate the way Act! gives them the real time information they need to run their business better and service customers more efficiently and cost-effectively.

CRM behind the scenes


How does a CRM system work?

A CRM system stores information you collect about existing and would-be customers, then lets you analyze it so you can better understand their needs. That way you can provide a better service or focus your marketing campaigns on those most likely to buy.

What does a CRM database look like?

A CRM database typically consists of a front-end program for viewing data and a database management system that sits behind it. In this case Act! is the front-end program and Microsoft SQL the database management system, where information about customers and prospects is stored. This data can include standard address and phone details, as well as in-depth information and details of every conversation, call, meeting or email interaction. In Act!, you can also group specific types of contacts, record overall company details, capture sales leads and much more.