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In Episode 119 of the CAS Podcast, the hosts explore the essential topic of selecting the right CRM—Customer Relationship Management software—for your custom apparel or personalization business. Whether you’re a solo entrepreneur or running a growing team, choosing a CRM can streamline your operations, boost your sales process, and help you build stronger customer relationships. This episode breaks down what CRMs do, why you need one, and how to pick the best fit for your needs.

Why Use a CRM?

A CRM isn’t just a contact list—it’s the central hub for managing all customer interactions, quotes, communications, and follow-ups. If you’re not using one yet, here’s what you’re missing out on:

● Organized customer database you can access anywhere

● Ability to track preferences, communication styles, and purchase history

● Saved quotes and custom notes

● Set reminders to follow up in the future

● Business automation features like triggered emails and task scheduling

Important: A CRM only works if you fully commit to using it as your main communications hub.

Top CRM Picks for 2020

The episode features a shortlist of CRMs that have proven useful through both research and personal experience:

1. ZOHO CRM

Pros:

● Free for up to 10 users

● Includes powerful built-in features and reports

● Email marketing tools built-in

Cons:

● Add-ons can increase cost quickly

● Limited customer support; steep learning curve

2. HubSpot CRM

Pros:

● Free version packed with features

● Great email and website integration

● User-friendly interface

Cons:

● Premium features get expensive

● Hard to transition out once fully integrated

3. Freshsales CRM

Pros:

● Integrates phone, email, chat, and marketing

● Simple interface

Cons:

● Limited access during free trial

● Free plan lacks reporting tools

● Smaller user base = limited support resources

4. Salesforce

Pros:

● Industry-leading with unmatched customization

● Feature-rich and scalable

Cons:

● Complex setup and steep learning curve

● Expensive for small businesses

5. Apptivo CRM

Pros:

● Budget-friendly

● Highly customizable for small businesses

● 24/7 support

● Built-in tools for quotes, email marketing, and invoicing

Cons:

● Developer may be needed for integrations

● Less user-generated support online

What Else Should You Consider?

Choosing the right CRM depends on your business’s structure and needs:

● Do you need to integrate with accounting software like QuickBooks?

● Are you using live chat or web forms that need to sync?

● Is your business entirely e-commerce, and does your platform already offer CRM-like tools?

● Test each option in real-world scenarios and use their mobile apps to see what works best

● Check support by reaching out with questions during your trial

● Ask fellow business owners what they use—perfect for networking events or local business groups

Bonus: Revisit Episode 91 (Networking) and Episode 108 (Thinking Like a Big Business) for more insights into how a CRM supports business growth.