SMB Customer Relations

CRM Maturity IndexTM

From simple contacts to full CRM. Measure how well you manage customer relationships and unlock growth opportunities.

74%
SMBs without CRM
+29%
Sales with CRM
8.71x
Average CRM ROI

CRM Tool

Contact management solution

How you track contacts

25
Memory/paperContacts appSpreadsheetsFree CRMFull CRM

Team actually uses it?

25
No oneA few peopleHalf the teamMost peopleEveryone

Available on the go?

25
NoEmail onlyWeb browserMobile appFull mobile sync

Sales Process

Pipeline and commercial tracking

Tracking opportunities

25
NoneMental notesListDefined stagesVisual funnel

Staying on top of leads

25
Often forgetWing itCalendar remindersCRM tasksFully automated

Prioritizing prospects

25
NoneGut feelingBasic criteriaLead scoringAuto-scoring

Customer Data

Data quality and completeness

Customer profile depth

25
Bare minimumName + phone+ Email+ Interaction historyRich profiles

Keeping data current

25
Never updatedRarelyYearlyRegularlyReal-time

Organizing customers

25
No organizationBasic typeIndustry/size+ Value tierMulti-dimensional

Reporting

Dashboards and KPIs

What you measure

25
NothingRevenue only+ Customer count+ Pipeline valueFull dashboard

Reviewing metrics

25
NeverYear-end onlyQuarterlyMonthlyWeekly/live

Acting on data

25
Don't look at itJust observeThink about itTake actionContinuous optimization

Automation

Workflows and automated tasks

Templates and sequences

25
NoneSaved templatesCopy-pasteSequencesAuto-personalized

Automatic task creation

25
All manualCalendar onlyManual CRM tasksBasic workflowsFully automated

Connecting other tools

25
NoneManual exportCSV import/exportSome APIsFully integrated

Sales Context