# CRM

A CRM is a system where you keep everything about customers and prospects: contact details, conversations, quotes and what happens next.

Source: https://ibenta.no/en/glossary/crm
Publisher: Ibenta (https://ibenta.no)
Updated: 2026-09-27

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A CRM replaces the sticky notes, the spreadsheet and your memory. Each customer gets a card with a history: when you last spoke, what you promised and which quote is still open. Well-known examples are HubSpot, Pipedrive and Zoho CRM. Some industry booking systems also have a simple customer register built in.

## Where sales go missing

Sales are easily lost in the follow-up. A quote nobody chased, or a [lead](/en/glossary/lead) from the website that sat in the inbox. A CRM reminds you of the next step, and lets a colleague take over without starting from scratch.

Remember that a customer register is full of personal data. You need a legal basis for storing it, and you should delete what you no longer need. See [Privacy and GDPR](/en/docs/privacy-and-gdpr) for the basics.

## Start simple today

You do not need to buy anything to begin. Make a spreadsheet with five columns: name, contact details, what they asked about, last contact, and next step with a date. Add everyone who has contacted you in the past month, and look at the next-step column every Monday. When the spreadsheet gets too cramped, you will know what you need from a real CRM.