A CRM, or Customer Relationship Management system, is software for storing and managing an organisation's relationships and interactions with its clients and prospects. It centralises contact details, history, communication and the work associated with each relationship so nothing is lost across a team.
In plain terms
For a service firm, a CRM is the single record of who each client is, what they have bought, and everything that has happened with them — replacing scattered spreadsheets and chat threads.
Example
A tax consultant opens a client in their CRM to see the client's services, documents, invoices, tasks and full history on one screen.
Why it matters
A CRM keeps client information accurate and shared, so anyone on the team can pick up a relationship with full context and nothing falls through the cracks.
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