In every business, success depends on delivering reliable customer service—whether in business-to-consumer (B2C), business-to-business (B2B), or business-to-enterprise (B2E) environments. Customers are essential to growth, and timely, effective communication can drive meaningful results. Early-stage businesses often depend on referrals and recommendations because limited budgets restrict investments in advertising channels such as Google Ads or Facebook Ads. Consistently high-quality service and products are the foundation for earning these referrals.

Although a customer relationship management (CRM) system may seem like a costly investment, it typically generates a positive return by streamlining internal processes and improving customer engagement. Many CRMs are even available at no cost for growing businesses. These systems help maintain regular contact with customers and allow for customising sales and service processes. In doing so, they support ongoing customer engagement and repeat business.

Adoption

At Rubix Studios, we built our brand before the advent of CRMs and cloud-based systems. In our early stages, we developed our core structures, plans, and assets using traditional methods. Without SaaS-based CRMs, transitioning to a modern system proved both lengthy and resource-intensive. Later adoption required rebuilding our websites, forms, and marketing strategies, as well as migrating all client data—a process that took months and diverted resources from customer service. For new businesses, implementing a CRM early can reduce future integration costs and delays.

Selecting the right CRM for your business is challenging and potentially costly if not done correctly. At Rubix Studios, we have extensive experience with a range of customer relationship management software, project management tools, and email automation platforms. As a partner with several CRM providers, including HubSpot, we are equipped to set up, onboard, implement, market, and customise your HubSpot solution to meet your specific requirements.

With years of experience in web design, integration, and development, we have built strong relationships with CRM platform providers, project management programs, and email marketing automation services. These partnerships enable us to deliver optimal integration solutions for our clients. When choosing a CRM, it is essential to consider your business’s needs, industry, and budget.

Benefits

Not all CRM systems are equal; some are in early development, others are industry-specific, and some are designed for larger, more dynamic teams with layers of complexity. A well-chosen CRM can offer significant benefits. Here are several compelling reasons to consider implementing one:

Relationships

CRM systems enable you to manage and track customer interactions, fostering stronger relationships. By analysing customer needs, preferences, and purchase history, you can deliver personalised and effective service. Rather than relying on basic tools like Excel for client data collection, a modern CRM provides advanced data capture and analysis, streamlining record-keeping and reducing manual data entry.

Sales process

A CRM system can automate tasks such as lead management, sales tracking, and follow-up reminders. This automation helps shorten sales cycles and improve conversion rates. By organising communications and automating email notifications at key stages, the CRM ensures that prospects are efficiently guided through the sales pipeline.

Centralisation

Client communication today occurs across multiple channels—phone, SMS, email, and various social media platforms (such as Facebook, WhatsApp, Instagram, TikTok, and Twitter), along with website chats and video conferencing. A CRM centralises all this information, ensuring that your team has access to up-to-date customer data. This centralisation minimises data duplication and supports more informed decision-making and collaboration.

Scalability

In our early days at Rubix Studios, we relied on paper contracts, in-person meetings, and manual follow-ups, storing client information in physical folders. However, as our business evolved with the growth of Rubix Host, we recognised the need for more advanced client processes and data collection methods. We adopted an industry-specific CRM that integrates essential technical features and emphasises data security. Our self-hosted, scalable system supports unlimited databases and client records, enabling us to serve thousands of clients across Australia and internationally.

Implementing a CRM early establishes a strong foundation for growth by adapting to your evolving needs and scaling your operations as your customer base expands.

Competition

CRM technology provides a competitive edge by enabling superior customer service, targeted marketing, and operational transparency. For example, at Rubix Host, we distinguish ourselves from other marketing and web development agencies by granting clients direct access to their hosting servers. This transparency ensures clients understand exactly what they’re paying for and allows them to make adjustments—such as relocating services, viewing invoices, or updating records—without intermediary assistance.

This streamlined approach enables our team to focus on driving business growth rather than managing routine administrative tasks.

Cost savings

CRM systems automate many manual tasks, allowing your team to focus on strategic initiatives. This automation reduces operational costs and enhances efficiency. SaaS-based CRMs also offer robust integration capabilities, enabling businesses to customise solutions that include marketing automation, booking management, record keeping, and financial administration. By automating repetitive processes, companies can allocate resources to revenue-driving activities.

Marketing

Many CRM systems include advanced marketing automation features, facilitating the creation of targeted campaigns and the tracking of their performance for improved ROI. Integrated solutions, which work in tandem with platforms like Mailchimp, ActiveCampaign, Omnisend, Privy, Drip, and Klaviyo, provide seamless data management and automation. This integration allows businesses to select the marketing software that best fits their needs while benefiting from a unified system.

Customer retention

A well-implemented CRM system helps you understand your customers’ needs, enabling proactive issue resolution and personalised promotions. Active engagement builds trust and brand recognition, fostering loyalty and repeat business. Additionally, CRMs support initiatives such as customer feedback collection, surveys, loyalty programs, and opportunities for cross-selling and upselling—all of which contribute to higher retention rates.

Analytics

CRM systems offer comprehensive reporting and analytics that provide actionable insights into various aspects of your business. They enable you to track key marketing metrics—such as website traffic, conversion rates, email campaign performance, and social media engagement—to understand visitor behavior and optimise lead generation. At the same time, they offer valuable sales insights by monitoring deal stages, sales activities, and pipeline bottlenecks, while also keeping tabs on customer service performance through support ticket and knowledge base analytics.

Beyond these core areas, CRM tools empower you with custom reporting and dashboards that measure marketing attribution and revenue generation. They also extend their analytical capabilities to SEO—by monitoring keyword rankings and content effectiveness—e-commerce performance through shopping cart metrics, and operational efficiency via workflow automation analytics. Together, these features enable businesses to refine strategies, drive operational improvements, and sustain long-term growth.

Customer history

CRM systems enable sales, marketing, and customer service teams to access a complete record of customer interactions. This comprehensive history supports the delivery of personalised service, allowing your team to address specific customer needs and concerns effectively.

Feedbacks

Modern CRMs often integrate with social media platforms and online review sites, providing real-time monitoring and response capabilities. This integration demonstrates a commitment to customer satisfaction by actively addressing feedback and maintaining a positive brand reputation.

Assessment

Starting with a Customer Relationship Management (CRM) system involves a series of deliberate steps to ensure you choose a solution that aligns with your business needs and objectives. We recommend that our clients test their CRM under expert guidance to fully understand, utilise, and experience its capabilities. Here’s an in-depth look at each step in the process:

Objectives

Begin by clearly defining the goals you aim to achieve with a CRM. Consider the specific challenges you face—whether it’s organising customer data, improving service quality, increasing sales, or enhancing marketing efforts. Determine which features and functionalities, such as contact management, lead tracking, reporting, analytics, automation, and integrations, are essential to meet these objectives.

Budget

Evaluate your financial parameters. Understand the range of costs associated with different CRM systems, keeping in mind that while some solutions may appear expensive, they can often deliver significant returns. Recognise your budget constraints early on to ensure that you select a system that offers both the features you need and a strong return on investment over time.

Scalability

Reflect on your long-term needs by choosing a CRM that can grow alongside your business. The ideal system should accommodate increasing volumes of data and support additional users without sacrificing performance. Planning for future expansion ensures that the CRM remains a valuable tool as your operations evolve.

Integrations

It is important to ensure that the CRM integrates seamlessly with your existing tools, such as email marketing platforms, e-commerce systems, or accounting software. A system with robust integration capabilities can streamline your operations by eliminating data silos and fostering smooth, interconnected workflows.

Compliance

Data security and regulatory compliance are critical, especially when handling sensitive customer information. Ensure that the CRM meets stringent security standards and complies with industry regulations. This not only protects your business but also builds trust with your customers.

Implementation

At Rubix Studios, we understand the challenges of selecting the right CRM—it's a journey we've navigated ourselves. We explored various options, from self-hosted and integrated to cloud-based solutions, even developing our own in the process. Ultimately, we discovered that a successful CRM demands continuous management in both development and integration. This led us to choose a SaaS solution, where a dedicated team manages the software, allowing us to focus on our core competencies in branding, marketing, product development, and managed services.

If you're looking for a fast and efficient way to get your CRM up and running, consider scheduling a discovery call with Rubix Studios. Our certified CRM specialists can guide you through the available options and manage the setup and onboarding process, so you can concentrate on growing your business.

For startups and small businesses—or anyone curious about exploring CRM options—HubSpot offers a free solution to help you get started.