กลับ
What Is CRM? The Ultimate Guide to Customer Relationship Management in 2025

ไวเบฟ คุปตะ (Vaibhav Gupta)
27 มี.ค. 2568
ทักษะการตลาดเทคโนโลยี
8 Mins
ในโลกธุรกิจที่เปลี่ยนแปลงอย่างรวดเร็ว การบริหารจัดการลีดอย่างมีประสิทธิภาพถือเป็นปัจจัยสำคัญสู่ความสำเร็จ
ด้วยอินไซต์จาก AI องค์กรสามารถยกระดับกระบวนการนี้ให้ลื่นไหลยิ่งขึ้น ด้วยระบบอัตโนมัติที่ช่วยระบุลีด ให้คะแนน และดูแลลีดได้อย่างแม่นยำและเป็นระบบ
What Is a CRM?
CRM stands for Customer Relationship Management. It’s both a strategy and a software system designed to help businesses manage interactions with customers and prospects.
A CRM system helps you:
Centralize customer data
Track sales leads
Automate follow-ups
Segment customers
Manage support tickets
Personalize communication
In short: a CRM helps you build better relationships, faster.
How Does a CRM Work?
At the core, a CRM collects data from multiple channels—website, social media, email, phone, live chat—and stores it in one centralized database. Sales, marketing, and customer support teams can then access this data to:
See where a lead is in the sales funnel
Trigger automated workflows (e.g. welcome emails)
Score and qualify leads
Personalize outreach based on behavior
With AI, CRMs can now predict behavior, recommend next steps, and even automate decision-making.
What Are the Different Types of CRMs?
Operational CRM – Focuses on automating marketing, sales, and service processes (e.g., Salesforce, HubSpot).
Analytical CRM – Helps analyze customer data for smarter decisions (e.g., Zoho Analytics, Microsoft Dynamics).
Collaborative CRM – Improves communication across departments and customer-facing teams (e.g., Freshsales, Pipedrive).
HireGrowth Tip: You don’t need to pick one—modern platforms often combine all three.
Why Does Your Business Need a CRM?
If you're still using spreadsheets to track leads, you're losing time and money. A CRM can:
Increase conversion rates
Improve follow-ups
Reduce manual tasks
Align marketing and sales
Help retain customers with personalized service
CRM isn’t a luxury—it’s foundational.
What Is the ROI of a CRM?
According to Nucleus Research, every $1 spent on CRM returns about $8.71.
But only when:
Your CRM is integrated with your existing stack
Your team is trained to use it
It’s tailored to your workflow
That’s what HireGrowth does. We don’t just suggest CRMs—we ensure your CRM drives actual revenue.
How Can AI Supercharge Your CRM?
AI isn’t just a buzzword. In CRMs, AI can:
Predict when leads are ready to convert
Automatically segment your audience
Suggest upsell opportunities
Customer Relationship Management (CRM) is no longer just a “sales thing.” In 2025, CRM is the heartbeat of your entire customer experience—from the first touch to long-term retention. Whether you're a startup or scaling brand, getting your CRM strategy right is non-negotiable.
In this guide, we’ll break down everything you need to know: what CRM is, how it works, how to choose one, and how HireGrowth helps you use AI to get the most out of it.
What Are the Main Features of a CRM?
The core features of most modern CRMs include:
Contact Management
Store customer info like name, email, purchase history, and communication logs.
Pipeline Management
Forecast revenue
Optimize follow-up timing
At HireGrowth, we plug AI into your CRM to make it smarter, not harder.
How Do You Choose the Right CRM?
Here’s a simple framework:
Question | Why It Matters |
B2B or B2C? | Different CRMs offer features tailored for one or the other. |
Team size? | Solo? Use something light. Big team? Look for collaboration tools. |
Budget? | Some CRMs scale as you grow (like HubSpot), others charge per feature. |
Integration needs? | You may need CRM + Email + Ads + Support systems. |
Local compliance? | PDPA/GDPR compliance is critical for businesses in Thailand. |
HireGrowth CRM Matchmaking: We assess your business and match you with the best-fit CRM using our AI-powered recommendation engine.
Is CRM Only for Sales?
Nope. It’s for everyone:
Marketing uses it for audience segmentation, campaign tracking, and lead nurturing.
Support teams use it to track issues, prioritize tickets, and personalize resolutions.
Leadership uses CRM dashboards to monitor revenue, team performance, and forecasts.
A CRM is your shared brain across teams.
Is CRM Data Secure?
Security depends on the platform and your setup. Best practices include:
Role-based access
Two-factor authentication
Data encryption
Backups
Localized hosting (especially for PDPA compliance in Thailand)
HireGrowth’s CRMs are hosted within Thailand to meet national data regulations.
How Do You Train a Team to Use CRM?
Even the best CRM fails if your team doesn’t use it. That’s why we offer:
Onboarding playbooks
Role-specific training
Automation workshops
Ongoing support
We don’t just give you the tool—we help you get ROI from day one.
How HireGrowth Helps You Build a Smarter CRM Stack
We don’t just help you pick a CRM—we build your entire AI-powered MarTech stack around it. Our process:
Audit your current systems
Map your customer journey
Choose the right CRM + tools
Integrate everything with AI
Train your team + track ROI
Everything is optimized for performance, compliance, and growth.
Ready to turn your CRM into a growth engine?
👉 Let’s build it together. Talk to HireGrowth