Why do you need a CRM? Structure, benefits, and implementation tips – Brutal Marketing Blog

In today’s world, automation is not a luxury but a necessity. Businesses generate a huge amount of information every day, which requires a structured approach.

This is especially relevant for small and medium-sized businesses, where interaction with customers is often carried out chaotically, without proper record-keeping or reliable management tools.

In the past, sales were managed chaotically: managers relied on phones, personal notebooks, Excel, or simply memory. All inquiries were handled “on the fly,” without history, analytics, or centralized access. This created risks of losing customers, making repeated calls, or duplicating efforts — ultimately reducing overall efficiency.

After implementing a CRM, everything changes:

• Contacts, correspondence, call history, and open requests are all stored centrally.
• Every manager has access to up-to-date information, not just the part they are personally responsible for.
• Analytics is available in just a few clicks: manager performance metrics, overdue tasks, conversions, and sales forecasts.

Single customer database
No more fragmented information — all interactions are stored in one place, ensuring no call, email, or order is lost.

Sales growth support
According to Netpeak, implementing a CRM in Ukraine increases sales by an average of 20–35% within 3–6 months. Market Tools research recorded a +29% growth after implementing Kommo CRM.

Time savings and reduced routine tasks
Data gaps, import/export, and duplicate contacts disappear. The CRM automatically stores information and functions as a single, unified system.

Forecasting and analytics
The CRM provides data on current sales, channel performance, and customer behavior, enabling fact-based decisions rather than relying on intuition.

Who will use the system?
Only the sales team, or other departments as well? If you’re looking for deeper integration, it may be worth considering an ERP structure.

What features do you need?

• history tracking (linked to contacts or deals, cold or inbound requests),
• access rights management,
• sales funnel structure,
• analytics (calls, deals, overdue tasks, dashboards),
• integrations (email marketing, telephony, 1C, related CRMs, etc.).

Avoid feature overload.
A large but cumbersome system can become difficult and unresponsive in critical moments. It’s better to start with a simple CRM that covers the essentials.

Possibility for customization?
If a CRM has a solid foundation but lacks some modules — the system can be expanded. This usually requires less time and resources than replacing the CRM entirely.

Quality control?
Many CRMs include features for call recording, monitoring, and maintaining quality standards in the sales department — a great tool for managers to improve processes.

Business development is moving at a rapid pace. In some industries, competition for consumers has intensified.

Today, many companies can no longer lower prices to attract customers — the competition is shifting to quality factors, including improving customer relations and enhancing service. And this is exactly where CRM takes the lead.

CRM technologies are the future. There was a time when advertising was considered the driving force of trade, and factories strived to produce hundreds of thousands of identical products.

Now, it is no longer enough to simply manufacture a product — it must be adapted to the needs of a specific customer. Marketing begins with the idea of creating a product or a service concept. Production is focused on delivering increasingly customer-oriented goods. Advertising highlights the product’s accessibility, while CRM completes the entire cycle of “proper” customer engagement.

A company that masters CRM technology will be one step ahead of its competitors.