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10 Things to Look for in a Customer Relationship Management System

Scott Gerber
Scott Gerber
Updated Jun 28, 2022

These software features can help you strengthen your outreach or streamline your processes

Customer relationship management is possibly one of the largest priorities for any business’s sales team. Modern CRM is a highly multifaceted process, responsible for coordinating communications that impact leads and deals, while helping to keep sales consistently high.

That’s where CRM software can help. Whether it’s contacting new potential clients, setting up meetings, following up on messages or just staying in touch, these systems can help make the entire process more efficient and smoother, eliminating numerous snags and sticking points.

So what should you be on the lookout for when considering a new CRM? To find out more, we asked entrepreneurs from YEC to share some of the features they particularly value in their CRM and why. Here’s what they said.

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1. Simplicity

“One of the greatest strengths of our CRM is a simplistic design with powerful features. This makes it easy for every department to use – not just the sales team. Everyone feels comfortable using it and communicating with it. As a result, we’ve found success using our CRM to not only increase sales, but also identify customer needs and develop new complementary products to put in our sales funnels.” – Shaun Conrad, My Accounting Course

2. Easy collaboration

“As a remote company, it can be a challenge to get all of our team members working on a project together effectively. But with a customer relationship management software, everyone can follow and track progress with clients and campaigns easily. CRM software lets everyone, no matter where they are, get on the same page.” – John Turner, SeedProd LLC

3. Customization

“Our CRM had some good out-the-box features, but what makes it great are our customizations. No CRM will be perfect: You need software that allows you to customize it to fit your specific needs. We are constantly updating our CRM to adapt as our business grows and as we find new ways to improve.” – Matthew Podolsky, Florida Law Advisers P.A.

4. Efficient scheduling and tracking

“Important tasks can be forgotten or slip through the cracks when managed manually, but with a CRM, efficient scheduling and tracking is so simple and easy. We can easily manage campaigns and relationships and make sure nothing gets missed, which is critical to maintaining relationships with customers and not missing out on opportunities to generate leads and conversions.” – Blair Williams, MemberPress

5. Customer analytics

“A great CRM can track every move of your customers, and some can even predict their next move, which is outstanding for creating marketing campaigns, improving customer service and building better relationships with your customers. Studying your customer data and analytics will help you discover the needs and behavior of your customers so you can always be one step ahead.” – Chris Christoff, MonsterInsights

6. Innovation and integration

“We’ve loved using our CRM software because it matches our company’s methodology of constantly innovating. While reliability is essential, this doesn’t mean that new features can’t be rolled out on a weekly basis. As businesses often rely on a slew of software throughout the customer journey, integrations are also invaluable by providing you with a holistic understanding of where each customer is.” – Colton Gardner, Neighbor

7. Easy search function

“A great CRM has a good search engine built within to help you easily find files and customer profile pages without having to remember where you placed it. This simple feature has made all the difference when it comes to saving time and keeping everything organized.” – Jared Atchison, WPForms

8. Portability

“I like being able to work from anywhere and not having to be tied down to a desk whenever I need to get some work done. For example, when I’m traveling to attend a conference, it’s convenient to be able to work from my phone app and have all the customer information there without having to take out my laptop.” – Syed Balkhi, WPBeginner

9. Universal access to information

“Our CRM is the center of our operations, where anyone can learn about the journey of a customer coming on board, working with us or planning for the future. Whether it’s sales, account management, marketing or strategy, there’s one view of the customer that is accessible to everyone. Gone are the days of information living in different places.” – BJ Cook, Digital Operative

10. Community building

“Community is king! We set up a community Discord server (think Slack, but more casual and free) where our customers can connect, create and help each other. Our staff steps in when the community can’t solve a problem collectively. In business-to-business cases where a sale is being made, we use Whelp, which allows us to live chat using any channel (Facebook, email, etc.) and accept credit cards directly via the chat.” – Ali Mahvan, Sharebert

Image Credit:

Wright Studio/Shutterstock

Scott Gerber
Scott Gerber
Scott Gerber is the founder of Young Entrepreneur Council (YEC), an invite-only organization comprised of the world’s most promising young entrepreneurs. In partnership with Citi, YEC recently launched BusinessCollective, a free virtual mentorship program that helps millions of entrepreneurs start and grow businesses. Gerber is also a serial entrepreneur, regular TV commentator and author of the book Never Get a “Real” Job.