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What is CRM and which is right for you?

Category: Act!
30 April 2016

CRM - iStock_000017285140XSmallSomewhere between the chaos of sticky notes and spreadsheets, lives an alternative. Imagine a business tool something that keeps all your phone numbers, emails, meeting notes, to-dos, business opportunities, and documents for everyone you do business with in one place.Now imagine social media integration and emarketing tools built into that same solution.
That business tool, of course, is a Customer Relationship Management application, otherwise known as a CRM.

Customer Relationship Management (CRM) is a term used to describe the processes a company uses to track and organize its contacts with its current and prospective customers. CRM helps businesses to understand their customers’ needs and behaviours and therefore modify their business operations to improve the service provided to customers.

The basic concepts of a CRM are to:



  • Capture relevant business data to provide marketing and business intelligence about your customers;

  • Easily share information including notes and history with your team so they can provide customers with a seamless experience no matter which team member they communicate with;

  • Ensure actions that need to be done for your customers are completed on time, by enabling you to monitor and manage the team’s activities.


Act! is the world’s leading Contact and Customer Relationship Management software. It provides one convenient system to manage your entire customer relationship. This is achieved by uniting programs people regularly use such as client database, contact history, diary and reminder system, To Do lists, email and mail merge programs all within the one easy to use program. Act! provides the tools to enable your team to deliver memorable service, exceed customer expectations and as a result, increase your profits.

How can CRM help my Business?
Most businesses are all about the customer. They have to be to survive in today’s competitive environment. CRM is a tool that enables you to effectively manage your customers which is the key to profitability.

Easily manage your customers
Whether you are a small business or a large organization, you need information on your customers. As well as basic information like their name and phone number you need to understand their requirements in order to provide a superior service to make them come back. Act! can be customized to record the data that is relevant to your business. Staff are able to quickly find contact information to personalize their service which can make all the difference in today’s competitive market.

Share important information with colleagues
If you have remote offices or staff who work out of the office, you can still share all the data. With synchronization or remote web access, everyone can see the same data. You can also prevent other people from seeing certain information eg. other sales people checking your sales opportunities.

Improve productivity and profits
Our experience shows about 30% improvement in productivity alone! By consolidating all your customer information into one easy to access program it saves you time, reduces paperwork and provides your team with instant access to information when you need it. Each person can schedule calls, meetings and to do lists and set alarms to ensure they don’t get missed.

Increase customer retention
Over 65% of customers who leave a business do so because they feel the business isn’t interested in them or doesn’t provide the service they expected. You spend a fortune getting new customers but that doesn’t mean you’ve got them for life. How many future sales and how much profit are you missing out on? Maintaining loyal clients and increasing profits is all about building relationships. Managing a lasting and profitable relationship with your customers and prospects is based on regular communication, an understanding of their needs, and timely responses. All this can be easily achieved using a CRM solution such as Act!.

Easily monitor your sales team’s activity
Do you worry about whether your sales team are performing? Act! gives you peace of mind knowing you have the systems to quickly monitor and manage the activities of your sales team. It makes them accountable. No more missed opportunities or leads that are not followed up, improving your service levels and increasing your sales. Act! will ensure your team is consistently delivering the highest level of service, setting you apart from your competition.

Better return for your marketing dollar
By targeting the clients and prospects that have shown an interest in specific products or services, you can cut back on expensive advertising that may not be working and focus on the clients who want to buy. Keep in touch with easy to create newsletters, prepare a personalized letter to a select group of clients or send a personalized email to thousands of contacts in a matter of minutes! And it’s easy! See Email Marketing

Reporting Intelligence
You can use the standard reports in Act! or have detailed reports created especially for your business. From basic contact list reports to measuring service performance…you have power at your fingertips!

To ascertain which CRM application is right for your business, please ask yourself the following questions:


Is your business made up of…?


  • Business owners and managers who need to track customers, prospects, vendors and business associates.

  • Sales professionals and consultants who need to manage clients and prospects.

  • Real estate agents who need to maintain relationships with buyers, sellers, referrers, property owners and other agents.

  • Financial planners and brokers who need to maintain contacts with clients, build financial strategies and communicate with financial product providers.

  • Public relations and advertising professionals who need to manage clients, media, prospects, writers, designers, and vendors.

  • Recruiters who need to track job candidates and clients to match job seekers and employers efficiently.

  • Seminar and training professionals who need to manage interactions with instructors, promoters, attendees, facility managers, and equipment suppliers.

  • Manufacturers’ representatives who need to track transactions and interactions with manufacturers and customers.

  • Workgroups or teams (up to 10 users) that need to capture and share information about contacts and customers.


Do you fall into one of the above categories
yet have 10 or more staff that need to use the system?  OR Do you require any of the
functionality below


  • Scalability to accommodate larger workgroups and teams (10+ users)

  • Automatic database synchronization and backup to ensure up-to-date customer information

  • Ability to distribute Act! to your entire team with silent install

  • Group Scheduling for your entire workgroup to increase team efficiency

  • Customizable Opportunity fields to tailor Act! to your unique business

  • Grant contact access en masse to get users up and running quickly

  • Easily view team membership

  • Maintain database security with custom user permissions

If you fall into one of the above categories and have less than 10 users, we recommend Act! ProIf you answered “Yes” to one of the items in question 2, we recommend Act! Premium Solution

Still haven’t found what you are looking for? Are you looking for…?

  • A comprehensive Customer Relationship Management solution for sale force automation, campaign management and customer support?

  • A system designed for account centric sales team?

  • A solution that can be extensively customised to meet you business needs?

  • A CRM solution which can either stand alone or be fully integrated into existing systems to give a single view of all customer and contact activity?





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Who we are?

Specializing in CRM software for small to medium sized businesses, through expert counsel, deployment, hosting, support, and development services.

Delivering fruitful CRM solutions since 1994, Keystroke is the #1 Act! Reseller in the World and Master Act! Distributor for Canada.

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