Last Updated On July 27, 2023

Who Uses CRM? Which Industries Benefit the Most?

Who Uses CRM? Which Industries Benefit the Most?
By Team TIS

Even though CRM is a relatively new concept, its inception was in the 1970s. This was the time when companies relied on customer database statistics, annual surveys and frontline feedback for the assessment of customer satisfaction. 

In today’s world, CRM or customer relationship management includes guidelines, principles, practices and even technologies that are used by businesses to analyze and manage customer information throughout the customer-lifecycle. Thus, CRM is a comprehensive strategy that ensures client satisfaction. 

Let us analyze which industries need the CRM software the most:


Patients and healthcare professionals work together in order to ensure high-quality care is provided. Patient data and interactions can be optimized, arranged and synchronized while analyzing the data throughout the patient care procedure, and automating business processes, by using a medical CRM.

The market for the global medical CRM will reach $9.6 billion by the year 2026, according to Medgadget. This means a growth at 10.4% CAGR. This is due to the rapidly escalating patient engagement, technological advancements in the field of healthcare and the surge in demand for data that is structured. 

Advantages of CRM in Healthcare-

  • Unify data across department:

It is a challenging task to harmonize and share data across all departments in a healthcare system. This is where CRM helps. It can collect and synchronize important information across multiple departments such as billing, supply, labs and even delivery. 

  • Patient insights:

In order to understand the performance of your business, you need to understand patient behavior. This way you are able to understand where your strong and weak points lie, the common issues that are faced by the patients, and finding out ways to address these issues and improving the patient experience. 

  • Enhance the patient experience:

Your communication processes can be sped up with the use of the CRM software, this is because all the customer data is available to you at the click of a button. Businesses that use CRM can automate responses, repetitive workflows and marketing tasks as well. Personalization for a better and improved customer experience is another plus point of having customer insights at your fingertips. 

  • Eradicate human error

Since implementing a CRM software automates most processes and minimizes human interaction, the possibility of any errors such as incomplete or inaccurate patient data is eradicated. 


E-commerce growth has skyrocketed in the past 2-3 years due to covid and lockdowns, retail store closures and travel restrictions. All these factors resulted in the sudden surge in online shopping. McKinsey reported that in just a period of 3 months, i.e. between Feb 2020-Apr 2020, E-commerce  took a plunge in growth and moved ahead 10 years. Brands and consumers are rushing online, retail economics is the new demand. 

Establishing effective communication with customers is not an easy task. A sales CRM software makes customer interaction and communication a lot easier for both, E-commerce businesses and retailers alike. 

Advantages of CRM in E-commerce-

  • Understand the Customer:

The CRM platform makes it possible to have all the customer data and information at your fingertips. You can easily perform various tasks such as managing customer records, storing important customer data, automating customer interactions, and much more, all in one place. 

  • Know your leads:

You can analyze and understand how well your interactions with leads are, how well your customer interactions are and even who interacts with your business, all with the implementation of a CRM software. This will also allow you to find and leverage the opportunities with the highest possible profit outcome. You can prevent data leaks by enabling marketing automation.

  • Streamline customer support:

When you are interacting with time-sensitive queries, you are able to offer quick and efficient customer support with the help of a CRM software. It stores each and every customer interaction which enables you to tailor communication processes to the unique needs of every customer, offer quick solutions and respond to queries using pre-made templates. 

  • Manage inventory:

You can make sure that all the necessary items are available and optimize the inventory by getting an insight into the least and the most popular products that your business offers. You can also remove any products that are not selling or bringing in any profits.

Financial services

The finance industry is one of the largest industries, this is why financial institutions go through a lot of competition and find it difficult to differentiate themselves from their competitors. Most businesses, be it banks, insurers or capital markets, all of them have realized the need to maintain exceptional customer relationships in order to attain a head start in the competitive market. This gives them an edge over their competitors by winning over and retaining customers and taking their business to the next level, as a result. 

Financial organizations primarily use 2 types of CRM softwares:

  • Multi-purpose CRM
  • Industry-specific CRM

Workflows and financial processes can be aligned with Multi-purpose CRMs, which can also be customized as per need for alignment. 

To streamline business processes, Industry-specific CRMs are useful as they come with the required functionalities OOTB. 

Advantages of CRM in Finance industry-

  • Customer-centric environment:

From personalizing customer journeys to communicating with them over their preferred channels and segmenting customers, a CRM system provides all the necessary functionalities. A consistent digital experience can be ensured with effortless engagements across all channels that customers will absolutely love. 

  • Increase productivity

With a CRM software you can streamline your proposals, minimize processes that are repetitive in nature all while offering customer service that meets; even exceeds all expectations.

  • Using Important Information for Customized Marketing

By using crucial details such as what customers buy and how they interact with you, along with a complete understanding of each customer, you can create marketing plans tailored for them. This way, you can reach out to your customers in a more personal way, meeting their specific needs and likes.

  • Building a Strong Relationship with Customers

Excellent customer service is the key to keeping customers happy and loyal. A CRM system offers useful tools that can help you step up your customer service game. Companies that use CRM can quickly respond to customer issues, check their past interactions, and turn any complaints into chances to do better.


For many hotels, enhancing efficiency is a significant gain they can enjoy with a CRM. Numerous hotel operators turn to CRM systems to enrich their guest experience. In the hospitality industry, customer service takes center stage. The most thriving hotels understand their guests well and deliver services and products that cater to their requirements. Here is where a hospitality-focused CRM can be a game changer.

Advantages of CRM in Hospitality-

  • Having All Essential Information at Your Fingertips:

A CRM acts as a centralized place where you can store and access all customer data. This info can help you understand the customer journey, provide personalized and integrated experiences across various channels, and sort guests based on different factors.

  • Cutting Down Repetitive Tasks:

By automating tasks like email marketing and reports, a CRM frees up your staff’s time for more critical tasks.

  • Boosting Brand Visibility:

With CRM software, you can not only automate marketing campaigns but do so more effectively. A CRM helps you understand your target audience better, find new prospects, create personalized content, and discover audience preferences and trends.

  • Building Customer Loyalty:

Personalized experiences help establish a connection with guests, making them feel valued and boosting their loyalty.

Real Estate

CRM is essential for the real estate industry and this is an undeniable fact. Considering the daily activities of a realtor, such as scheduling meetings and open houses, managing paperwork, dealing with clients and landlords, and maintaining past client relationships, a CRM becomes invaluable.

A real estate CRM helps automate routine tasks like collecting and storing crucial data. It also helps manage all your sales activities, evaluate performance, and identify any potential gaps in your marketing and sales pipelines.

Advantages of CRM in Real Estate-

  • Streamlining Real Estate Processes

A CRM system helps reduce manual labor, allowing you to organize, streamline, and automate your sales processes. This leads to improved efficiency and better communication with clients, saving you time and ensuring you give clients the attention they deserve.

  • Measuring Performance

Businesses that use CRM can track their business performance using sales forecasts and conversion rates. Key metrics can also help you identify and address any productivity issues.

  • Efficient Lead Management

A CRM lets you qualify, categorize, nurture, and track leads timely. With a unified database, you can segment your contacts based on various parameters and criteria.

  • Efficient Marketing Campaigns

Automated email marketing and social media campaigns can save you hours each day, allowing you to focus on the important business tasks at hand.

Improving efficiency is one of the biggest wins most hotels can achieve by using a CRM. Many hoteliers turn to CRM software to improve the customer experience.

Arguably, the most important factor in the hospitality sector is customer service. The hotels that are the top names of the hospitality industry know their customers well and provide services tailored to their unique needs and requirements. This is where Hospitality CRMs make the difference. 

CRM Software Beyond Conventional Industries

CRM software isn’t just limited to healthcare, eCommerce, real estate, financial services, or hospitality. It’s also popular in other sectors such as agriculture, consulting, travel and tourism, HR management, call centers, manufacturing, and pharmaceuticals. 

Are you in Search of a CRM Development Company?

Regardless of your industry, CRM software might be a necessity for your business. If off-the-shelf CRM solutions don’t align with your business processes and needs, consider custom CRM software development. This way, you can get a solution tailored to your exact requirements. With a custom CRM, you can:

  • Develop a system that caters to your unique business needs. 
  • Decide what processes to automate and which departments should have access to specific information. 
  • Build software that’s flexible and can easily scale as your business expands. 
  • Ensure that your software adheres to the best security practices.


To conclude, the role of CRM software in today’s business landscape cannot be overemphasized. Industries ranging from retail & eCommerce to healthcare, real estate, financial services, and hospitality are embracing CRM systems like Salesforce, to enhance their customer service, streamline operations, and make data-driven decisions. The benefits of CRM solutions are manifold: they offer valuable insights into customer behavior, automate repetitive tasks, foster inter-departmental collaboration, and increase overall efficiency.

No matter the size or scope of your business, it’s clear that implementing CRM in different sectors could be a game-changer. However, it’s essential to find a CRM that aligns with your unique business needs and workflows. While off-the-shelf CRM solutions may offer a host of features, a custom CRM could provide a more precise fit, tailoring its functions to your specific requirements and offering scalability as your business expands.

Remember, the heart of any business is its relationship with its customers. By leveraging the power of CRM software, you can build and maintain these relationships, ensuring your customers feel valued and your business thrives in a competitive market. Let’s not forget, a happy customer is a loyal customer, and CRM systems are designed to make that loyalty a reality.


Q. What are the benefits of using CRM software in the retail and E-commerce industry?

A. There are numerous benefits of CRM in the E-commerce industry and retail industry. Businesses are able to better understand customer needs, manage customer interactions more effectively and deliver better and faster customer service across all channels. This also helps in gaining insight into the performance of the business. It allows efficiency in inventory management by figuring out which are the most and least popular products.

Q. How can CRM software improve operations in the healthcare industry?

A. CRM is vital for the healthcare industry since tasks like data harmonization, insights into patient behavior, and improving personalized patient experiences are made much simpler with CRM. The CRM helps in reducing the number of patient no-shows and eradicating any chances of human error, by automating a majority of administrative processes, enhancing the overall quality of patient care.

Q. Why should real estate agents consider using CRM software?

A. CRM software plays a crucial role in the real estate industry. It acts as a necessity more than a luxury. CRM can prove to be helpful in automating and organizing sales, optimizing real estate processes, generating and nurturing leads effectively, and managing marketing campaigns. You can also perform tasks such as scheduling meetings as it will save you from the monotonous task of back-and-forth emails.


About the Author:

This blog is authored by Nandini Pathak with an area of expertise in technology. Uniquely blending her legal background to create engaging content, she is passionately involved in emerging technology trends. An avid dog lover, her warmth and empathy enrich her writing style. Nandini’s passion for learning and her SEO proficiency ensure her work stays relevant and visible, making her an impactful content creator who seamlessly integrates personal pursuits with professional expertise in the technology domain.

By Team TIS
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