CRM Vs Email Marketing: Top 9 Differences & Which is More Suitable for Your Business?

Illustration by Lilla Kato via Dribbble

When it comes to scaling your firm, marketing tools are a natural first choice. One of the difficulties is determining which is best for your company, particularly if you have no understanding of what they do. Popular tools include CRM and email marketing.

While some compare to find the best, others search for a CRM email marketing platform that can provide both answers. Email marketing is the primary method of customer acquisition for 81 percent of small firms. The Return on Investment (ROI) for CRM tools is $8.71 for every dollar invested by businesses.

It’s critical that you know the difference between the two marketing strategies. Both of them give a priority of market segmentation which creates much interest in the customers. This article will provide you with a clear picture of what you want in them. Before that, we need to understand the concept of CRM and email marketing.

The Difference

Although a CRM has some similarities to simple email marketing software, it is not just focused on email marketing. Before, during, and after the sale, a CRM is primarily concerned with cultivating business to business client connections.

It may be used to send automated emails, make sales, and build entire marketing campaigns. However, a CRM allows you to give one-on-one customer service, track prospects, and persuade clients to purchase your items.

However, because the purpose of this post is to demonstrate the differences between email marketing and CRM, here are nine ways email marketing differs in a CRM versus an email marketing tool:

1. CRM was created to facilitate one-on-one communication

You may send the same email to tens, hundreds, or even thousands of people using an email marketing platform. Things are different in a CRM, though. You can update and create records manually, change them via APIs or webforms, and set up automated triggers based on these changes.

2. CRMs also supply email templates, but they’re less design-focused

CRM templates are more concerned with what’s said than with how they’re presented. These emails appear to have been written by a salesperson or customer service representative and are written in a very personal manner.

You’ll find templates for welcome emails, follow-up messages, customer service emails, and other types of emails. The merge field feature can then be used to personalize these emails by automatically including the subscriber’s name in the greetings – as well as other personalized information.

3. CRM Emails Formatting must be simple

Emails written with an email marketing platform can contain a lot of graphics, photos, and typography, as you can see from the templates above.

A CRM email, on the other hand, is straightforward and usually consists of plain text with some formatting. It’s not that you can’t utilize a CRM to carefully format your emails; it’s just that they won’t be as effective.

4. Sales Automation Is At The Root Of CRM Emails

In a CRM, emails are sent out automatically based on where your contact is in the business to business sales cycle. Are they a potential customer who has yet to make a purchase? Is the person requesting a demo a qualified lead? Is your product in their hands? Based on these variables, the emails you send will be automated.

5. To Achieve Sales or Customer Support Goals, Emails Deployed in a CRM

Because CRM is designed to build one-on-one interactions, the emails that are delivered are more tailored and geared toward building customer relationships.

As a result, these emails are written to contact a prospect personally, to provide a quote, a proposal, or to conclude a deal, using the form below. It also requests a follow-up meeting or inquires about the status of a customer service ticket.

Why do we need CRM and Email Marketing?

Why You Should Think About Email Accessibility for Your Email Marketing Program
Illustration by Khushmeen Sidhu via Dribbble

Now that you know the difference between email marketing and CRM solutions, let’s look at why they’re both useful and why you should use one over the other.

Advantages of CRM tools

 icon-angle-right Your Daily Tasks Can Be Automated

There are many duties that will lead up to it, all of which must be completed correctly.

Filling out forms, sending reports, producing unique proposals, creating invoices, sending payment reminders, scheduling meetings, and other micro-tasks are all essential. They’re time-consuming and necessitate the use of CRM solutions to automate the procedure.

 icon-angle-right Data Analysis And Improved Reporting

Some companies have difficulty reporting and evaluating data. They may underreport or overreport marketing activity in their company, affecting the conclusion of their marketing analysis. With a CRM, you can easily analyze all of your data because it’s all in one location.

 icon-angle-right Organizational Data that is more accurate

Your company’s knowledge of its clients can help you improve your relationship with them significantly. That’s why you should keep track of every interaction you have with them by identifying, documenting, recording, and archiving it.

Advantages of Email Marketing

 icon-angle-right Create Email Databases

The most typical advantage of employing email marketing solutions is that it saves time. Businesses want to add as many clients to their email list as possible.

The goal is to gain their trust and establish connections with them, which will lead to sales. Sign-up or pop forms on your blog or website that promise to give value could be used to build email lists.

 icon-angle-right Make Contact With Your Prospective Clients

Dealing with the incorrect audience is the worst thing that can happen to a company. You can reach out to folks who are interested in your product or service using email marketing techniques.

What makes CRM the best toll for business?

We’ve proven that CRM is just as capable of automating email marketing campaigns as any other programme. But, as previously said, this is merely a component of a CRM.

Here are some of the things you can perform using a customer relationship management system (CRM).

 icon-angle-right Make Contact Profiles that are In-Depth

You can establish complete customer profiles in a CRM that contain information about their identity, purchasing history, and communication with your company. Here’s a rundown of the several types of data your CRM can keep for a contact:

  • Name, address, and e-mail address are examples of personal information. You can also construct custom fields to keep track of additional data.
  • Tags and Notes: Tags let you better identify a contact depending on their relationship with you. You can also add your own notes to them if you need to store extra information.
  • View your contact’s activity from the past, present, and future.
  • Look into your contact’s communication history with your company, including personal messages and emails.
  • Customers may contact you with a complaint or a problem through Customer Support Tickets. You’ll be able to follow up with them if you create a customer service ticket on their profile.

 icon-angle-right To each contact, assign a specific agent

CRM keeps track of contacts so you can contact them. As a result, you may assign activities to each of your contacts in a CRM and ensure that your agents follow up on them. This could range from giving a product demonstration to answering inquiries about how your product works.

An activity can be assigned to a contact in one of three ways:

  • To your agent, assign one contact.
  • Provide each of your agents with an equal amount of contacts.
  • Based on the criteria, assign a unique contact to an agent.

 icon-angle-right Reports Can Help You Analyze Outcomes

The reports display the results of all the operations you’ve done, while the dashboard shows you what’s going on in your business. It enables you to view information such as:

  • The number of activities completed successfully by each salesperson.
  • This is a diagram of your sales pipeline.
  • What is your monthly and annual revenue projection?
  • The time it took your support agents to resolve a ticket on average.

 icon-angle-right With forms, you may generate leads

Finally, you may collect support tickets, leads, and contacts in your CRM by using your CRM’s own form generator or connecting it to a form service.

You can rapidly add new information to your CRM using forms, allowing you to continue expanding your sales pipeline with new prospects and assist your customers by responding to new customer care tickets.


From all the above details you can understand why CRM should be chosen for the growth of the business.

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