When to use CMS vs CRM software
Consider the scenarios you are most likely to encounter in your business. Then, you can decide which system will better help you deal with these situations, providing a clear answer about which option is best for your business processes and needs.
Scenarios where CMS is the best choice
Here are some scenarios in a business where choosing a CMS over CRM is the best choice.
- Content-focused businesses: CMS software is the best choice for content-focused businesses because it provides users with the ability to easily create, manage, and distribute videos, images, and articles. A quality CMS is an invaluable tool for businesses that rely heavily on content, such as online media outlets, blogs, and streaming sites. It also helps any company that relies heavily on content marketing.
- Businesses with a large online presence: CMS software is the best choice for businesses with a large online presence. These firms often have large amounts of digital assets and media files that they need to manage. Companies in this category include e-commerce retailers and social media sites.
- Businesses with a need for content management and distribution: CMS software is the best choice for companies whose business model revolves around distributing content. Not only do these firms need to manage their own sites, but they need to handle large files and digital assets for publication on third-party platforms. Advertising companies and content agencies often fall into this category.
Any company with a large content marketing operation or a business that relies on digital assets for marketing or operations can benefit from a robust content management system.
Scenarios where CRM is the best choice
Here are some scenarios in a business where choosing a CRM over CMS is the best choice.
Sales and customer service-centric businesses
CRM software is specifically designed to help sales and customer service teams manage data and interactions. Obviously, this focus makes it the ideal choice for sales and customer service-centric businesses.
With robust CRM solutions, businesses will be able to better understand the needs of their customers and develop unique ways of connecting with them. In the long term, these connections are essential for driving up sales.
Businesses with complex customer data and interactions
CRM software is specifically equipped with powerful tools for categorizing and analyzing data for different types of customer interactions. The analytics capabilities can help companies turn all this information into useful insights that impact sales efforts.
Businesses with a high volume of customer interactions
In addition to helping categorize data, CRMs can automate the sales process. The system can crunch information as it gets it, providing insights and reports that would take humans a much longer amount of time to compile.
For businesses relying on customer data for personalization, targeting, and improved services, a CRM is the better choice.
Don't overlook hybrid solutions or integrations
In some instances, the specific scenarios a business encounters make the CRM vs CMS choice clear-cut. In other cases, a hybrid solution could be the answer.
Many companies have an online presence and collect customer data, but neither of these functions warrants a major investment in a feature-rich platform. Small and mid-sized businesses often have this problem, as do corporations in industries that don't require aggressive content publication or customer data collection.
What can these companies gain from opting for a hybrid of a CRM and CMS system?
- Flexibility and customization: Users can find the right balance between a CRM and CMS to fit their needs.
- Streamlined data management: Users can get the insights they need from their data without having to navigate complex analytics systems.
- Improved efficiency and cost savings: Companies can scale and customize the software to get exactly what they need without paying for unnecessary extras.
- Scalability: Hybrid solutions are easily scalable and allow users to quickly and easily add more features or adjust their settings as needed.
A hybrid system can have some drawbacks, however.
- Increased complexity: Hybrid solutions can be more complex and challenging to set up, and you may need to worry about the compatibility of some plug-ins and features.
- Cost: Hybrid solutions can be costlier than a CRM or CMS if they require outside technical support.
- Security concerns: It can be difficult to ensure that both the customer data and content are secure when using different software packages that don't provide network-wide security.
- Compatibility issues: Hybrid solutions may not be compatible with existing systems, requiring time-consuming data migration or expensive customization.
Hybrid or integrated solutions can offer a chance to get the best of CRM and CMS platforms without having to sacrifice media management or data insights.
Make the right decision based on your business needs
Ultimately, it is up to the business owner or department head to decide which system will provide the biggest advantages. Both CRM and CMS systems offer powerful solutions for managing and organizing customer data or content, respectively.
Though both offer useful tools, one may work better than the other depending on the size and scope of the business and its overall strategy for engaging its audience.
For some businesses, an individual CRM or CMS system may be enough to provide all the necessary functions for success. Other companies may need a hybrid system offering management and automation features for data analysis and content publishing.
By thoroughly understanding the needs of your business and the nuances of your industry, you can make an informed decision about which system is right for your operations.
In many cases, a hybrid or integrated approach, involving an array of email marketing tools like those offered by Mailchimp, can help you add specific features to your system without having to worry about compatibility.
Whether you need content targeting, a contact management system, or automated reporting, these tools can help you create the exact setup you need to succeed in your marketing and sales efforts.