Term · Apps & software
CRM (customer relationship management)
A CRM — customer relationship management system — is software where a company keeps track of its customers and potential customers: contacts, companies, enquiries, deals, communications and tasks. It gives the team one shared view of every customer relationship.
[ 01 ]
Explained
What a CRM does
- Stores contacts and companies with their history.
- Tracks leads and deals through pipeline stages.
- Records calls, emails and messenger conversations.
- Creates tasks and reminders for follow-up.
- Automates routine steps: lead assignment, notifications, messages.
- Reports on pipeline, conversion, response times and performance.
Integrations that matter
- Website forms and landing pages.
- WhatsApp, Instagram and Telegram — central channels in Azerbaijan.
- Telephony and call tracking.
- 1C or accounting for invoices and payments.
- Analytics and ad platforms for end-to-end analytics.
See CRM integration.
Common options
Businesses in Azerbaijan often use amoCRM, Bitrix24, HubSpot, Zoho CRM or custom-built CRMs. See choosing a CRM in Azerbaijan and amoCRM vs Bitrix24.
Adoption
A CRM succeeds when managers use it daily. That requires simple pipelines, automatic capture of leads from all channels, minimal manual entry and management that runs meetings from CRM data.
[ 02 ]
FAQ
Frequently asked questions
Does a small business need a CRM?
If more than one person handles customers or leads come from several channels, usually yes.
Is a CRM the same as ERP?
No. A CRM focuses on customers and sales; an ERP covers operations such as finance, inventory and production.