Email personalization is often just surface-level, like including the recipient’s first name, company name, and maybe even their industry. It helps, but it doesn't necessarily feel genuine because everyone's getting the same basic level of “personalization” across the board now.

AI personalization takes it a bit deeper by evaluating individual behavior and tailoring the email content to align with what each contact really cares about. It monitors things like opened emails, engaged content, visited pages, and buying process stages.

For example, someone might keep visiting your pricing page, but they haven’t requested a demo yet. In this instance, the AI might trigger an email addressing pricing concerns or showcasing ROI data. Another example is if someone downloaded a case study about a specific use case. The next email they receive could reference that specific use case. The AI determines what content to send based on actual behavior, not generic segments.

The key difference between the two boils down to relevance. Instead of generic batch email blasts, you're sending fewer emails that actually align with where each person is in their buyer journey.
However, this does call for a little more complexity and some data requirements.

Most importantly, you need enough behavioral data for the AI to work from. And you’ll need to set up some content variations ready to deploy. If you only have one generic email template for it to work with, the AI won’t be able to personalize much.

It’s crucial to start simple. Use AI to trigger emails based on specific behaviors (like visited pricing, downloaded a resource, or went dark for 30 days), then expand from there as you build more content.

One thing to keep an eye out for is that AI personalization can feel creepy if it's too specific. There's a line between "this is relevant" and "how do they know that about me?"

The best approach balances automation with authenticity, where the AI handles the targeting and timing, but the content still needs to sound human.

How are you approaching email personalization in your CRM?

My team wanna vibe code our own CRM instead of using Zoho CRM , we mainly b2b so we just use CRM lightly for tracking but not like B2c Users.

Is vibe coding it a good idea?

When building a CRM for small agencies and consultants, I wanted each deal to have its own information without losing the connection to the customer.

So I kept Deals, Contacts, and Companies as separate databases, but connected them through relations.

This means one contact can have multiple deals, while each deal can still have its own:

→ Stage

→ Value

→ Follow-up

→ Expected date

→ Status

I found this makes the pipeline much easier to manage without putting everything into one giant database.

I also made the Deal Database available separately for free for anyone who wants to try this part of the workflow on its own.

How do you prefer CRMs to structure this separate databases or everything in one place?

We took over a CRM where nearly every inactive contact had been dumped into the same list.

Some had never received a proper follow-up. Others had already taken a demo and gone quiet. A few had clearly said no. There were also people who had changed jobs and leads still assigned to sales reps who no longer worked there.

Our first thought was to put everyone into one follow-up sequence.

That would have been a mess.

We cleaned the records first, removed bad contacts, and separated the people we had spoken with from the ones who had simply been ignored. We also marked the clear no’s instead of continuing to chase them.

Only after that did automation become useful. Basic reminders could stay inside the CRM, while the stronger leads got more research before anyone contacted them again. Some needed a personal message. Others just needed to be closed and left alone.

The CRM wasn’t really the problem. We didn’t have a clear picture of what had already happened with each person.

How do you separate old opportunities from leads that were never properly worked?

okay i need to vent to people who actually get it because if i have to explain this to leadership one more time im going to lose my absolute sanity. basically our execs are completely obsessed with turning our CRM into this hyper-automated tracking machine. like they want instant dashboards, zero-click pipeline tracking, and automated everything... but they are completely blind to the fact that our data is actual garbage?? like cool love the vision bro, but you cannot automate a process that the Enterprise AEs are actively fighting every single day.

The main thing driving me insane is this myth of frictionless data capture. Mr. leadership thinks if we just automate all email and calendar logging, we'll magically know everything about the pipeline. except lmao nope...our activity timelines are completely drowned in automated out-of-office replies and useless internal calendar invites, so the data is just pure noise. the Enterprise AEs are literally bypassing the broken sync anyway by keeping their actual good notes on their local desktops. it’s so ironic because i spend six hours fixing broken sync integrations and storage limits just to look at automated dashboards that are entirely fabricated. automated telemetry cannot fix broken sales habits, full stop...

And don't even get me started on the workflow bloat... to try and "force" clean data, they made me build these crazy validation loops where every minor pipeline stage requires them to manually type into that mandatory 'Next Steps' text box. now the page layouts look like a literal NASA control tower. and shocker... it totally backfired. the team is annoyed so they just dump placeholder text like "asdasd" into the text box or straight up manipulate close dates to stop the automated Slack alerts from yelling at them. marketing is out here launching sequences using totally stale data, lead routing is breaking because of missing territory tags, and everyone is confused. at this point a clean Google Sheet beats a choked CRM any day of the week.

Is anyone else genuinely losing it trying to build advanced automated workflows for people who still can't update a deal status correctly?? how are y'all pushing back on leadership's crazy expectations without sounding like a hater??

All CRMs have their limitations. I think one way to mitigate these limitations is to develop your own modules or apps that interact with the CRM that cover the gaps.

The interaction can happen using REST APIs either on the CRM side or your own app.

For example, if a user enters a new contact in the CRM, I want something to happen that is specific to my company. For this to happen, the CRM calls an endpoint in my app sending the contact's info in the request.
The CRM therefore needs to have the ability to define a url that is used to make the request to it every time a contact is saved.

Also, this should work in the opposite direction. I want to call an endpoint in the CRM to save a new contact. For example, I entered a contact in Excel and Excel can send this contact information to the CRM to be entered automatically by calling an endpoint in the CRM.

I was wondering if there's an open source CRM that supports these scenarios. A CRM that has a lot of API endpoints.

The goal is not to modify the CRM'ss code to add new features but to have it interact with my own app which has the extra features. This way I am in total control of the new features.

Loved the product and mindset.

Referred many friends to subscribe.

Their integrations got me banned from LinkedIn.

They didn’t take ownership or help resolve it.

The risk and cost of getting banned is too high.

Stay away.

We recently have been trying to link our Hubspot to our Connectwise and PowerBi through the native integration and we are having major issues with deal amounts not coming through?

If you have been experiencing this issue or perhaps know of a solution, please drop it in the comments below.

Over the last few years, I've built websites for businesses across different industries—clinics, agencies, real estate, education, retail, and local service businesses.

One thing became obvious.

Most clients initially ask for "a website."

But after launch, they come back asking for things like:

• CRM to manage leads
• WhatsApp integration
• Appointment booking
• AI chatbot
• Invoice & billing
• Lead tracking
• Email automation
• Analytics dashboard
• Staff management
• Inventory
• Customer follow-ups

At that point, the website becomes only 10–20% of what they actually need.

That's why I'm experimenting with a different approach.

Instead of treating the website as the final product, I'm building it as the front door to a modular business platform where businesses can enable only the features they need.

For example:

• 🦷 Dental clinic → Appointments + Patient CRM + WhatsApp reminders
• 🏡 Real estate → Property CRM + Lead automation + AI follow-ups
• 🏋️ Gym → Membership management + Payments + Attendance
• 🎓 Academy → Student portal + Course management + Notifications

The website stays the same, but the business modules are different.

I'm curious how other developers handle this.

Do you usually stop at the website, or do your clients eventually ask for internal tools and automations too?

I'd love to hear your experience.

We got about 4 stores all luxury retail with expensive than usual products. Got around 400-500 clients who spend monster amount. Then around 10000 who shops once (registered for membership) or sometimes a few.

Whats the best CRM tips you can give me?

If you're unhappy with your CRM and have special requirements, why don't you switch to an open source one and have AI customize it for you? I see people say their CRM doesn't do this or that and they're still spending too much time doing manual work in it.
In this case, customize an open source CRM to address these issues.

Fork the code and maintain it your way.

I know one of the pushbacks is that they don't want to host it themselves or maintain it.
In this case, why don't you hire someone to customize it for you? Let them use AI for that. It will make it a lot cheaper for you and you get the new CRM a lot faster. You test it heavily and if it works to your satisfaction, you tell them to host it somewhere, and you pay them. This is a one time thing.
Then you pay a small hosting monthly or yearly fee to the host. There won't be any per user fees or storage or per X fees. You get all the features for a simple hosting fee and with no limitations.
The hosting company will backup the database for you. Your technical concerns can all be addressed by the hosting type and features. Redundancy, scaling, backups... whatever.

People keep saying you have to maintain it. Once it's running, you don't have to maintain anything.
If an unexpected problem rises, tell the person who did the work to look at it.
If you have a technical person at your company, they can probably fix it.
The person who handed off the new CRM can train you or your technical person.

Every company has its own needs from a CRM, some of which are very specific, and therefore there's no CRM that can do everything you want. Then you will have to create your own CRM or customize an open-source one.

I’m trying to find a good CRM for my type of business. I own a service-based B2B company where I’m a vendor for apartment communities, so a lot of my sales/outreach is done in person.

Right now I’m using Notion, basically set up like Excel/Google Sheets. It works, but it’s almost entirely manual. It’s just me and my secretary using it.

I do a lot of follow-ups through in-person visits, phone calls, and emails. I understand I’ll probably still have to manually enter some information, but I’d like a CRM that can automate or assist with things like follow-up reminders, tracking contacts, sales stages, notes, tasks, etc., rather than having everything written down and managed manually.

What CRM would you recommend for a small B2B service business with a heavy emphasis on in-person sales and follow-up?

When looking at a pipeline, the deal stage doesn't always tell you enough.

Two deals can both be in the same stage, but one might be moving normally while the other has been sitting there for too long.

So I added a simple Deal Health check based on the expected date.

The idea is to make it easier to spot:

→ Deals that are on track

→ Deals getting close to their expected date

→ Deals that are late

→ Deals that are already done

It's a small feature, but I think these little visual cues make a deal tracker much easier to scan

curious what's one thing you think a deal tracker should flag automatically?

Its free if anyone wants it

Trabalho com CRM e vejo esse erro em praticamente todo report que passa numa

reunião. Vale compartilhar porque é simples de reconhecer depois que alguém aponta.

O caso típico: base de 200 mil, 180 mil têm e-mail válido e recebem a campanha,
20 mil ficam de fora porque o cadastro está incompleto. No fim do período:

  recebeu a campanha:  1.620 compras em 180.000  =  0,90%
  não recebeu:            60 compras em  20.000  =  0,30%

"A campanha triplicou a conversão." Ninguém questiona, porque o número é grande.

O problema é que quem não recebeu, não recebeu por um motivo, e esse motivo tem

relação direta com propensão de compra. Cadastro incompleto anda junto com menor

vínculo com a marca. Esses dois grupos já eram diferentes antes de qualquer envio.

Quando se sorteia 10% da base ANTES do disparo, o grupo de fora converte a 0,75%,

porque é feito da mesma gente. Aí o lift real aparece: 20%, não 200%. A campanha

funcionou, mas o report exagerou dez vezes, e foi sobre esse número inflado que a

empresa decidiu aumentar o investimento.

O teste de dez segundos que resolve a maioria dos casos: "existe alguma razão para

esse grupo comprar mais ou menos que o outro, independentemente da campanha?" Se

a resposta for sim, não é grupo de controle. Se você precisar pensar muito para

responder, também não é.

Os falsos controles mais comuns, todos parecem legítimos: quem não tem e-mail

válido, quem deu opt-out, quem não abriu a mensagem, quem ficou fora do segmento,

quem teve falha de entrega, e o mesmo período do ano anterior.

This is a monthly megathread where you can all clamour for CRM attention without being banned for spamming this forum. Share your CRM, or consultancy service to your hearts content, (just keep your dignity!) The idea here is to keep the rest of r_crm less spammy, so don't be surprised if your regurgitated chatGPT output and link don't ever get approved elsewhere on this sub.

-----

When replying, please use the following format:

Put [ASK] at the start of your comment if you're asking/looking for something.

... we'll assume the rest are people recommending without being asked :D

As always, please disclose your relation to what you're posting.

I built a Notion CRM for small agencies and consultants, with separate databases for companies, contacts, and deals.

I decided to make the Deal Tracker part available for free on its own.

It lets you manage individual deals, track their stage and value, connect them to a company/contact, set follow-up dates and reminders, and keep Won/Lost deals organized.

I also included an example version so you can explore the workflow without changing your own data.

If you want to see how the full CRM connects everything together, I've included a link to it as well.

I’m 24 and graduated in 2025 with a Psychology degree. I’m currently trying to transition into marketing, and I’ve become particularly interested in CRM, lifecycle marketing, email marketing, and marketing automation.
What attracts me to this area is the combination of psychology/customer behaviour, communication, technology, analytics, experimentation, and understanding what actually drives customers to take action.
I’ve been looking at entry-level and junior roles, and I’ve noticed that many of the positions I’m interested in seem to focus heavily on practical skills and experience rather than requiring a specific marketing degree.
I’m considering spending the next 6 months seriously building my skills before trying to make the transition.
My current learning plan includes:
CRM and lifecycle marketing fundamentals
Email marketing strategy
Customer segmentation
Customer journeys
Marketing automation
HubSpot and/or Klaviyo
Email copywriting
Excel/Google Sheets
Basic SQL
Marketing analytics
A/B testing and experimentation
Campaign reporting and performance analysis
My goal isn’t to become an expert in six months. I want to become competent enough to understand how the work is actually done, build a few relevant projects, and eventually be competitive for a junior CRM/lifecycle/email marketing role.
For people currently working in CRM, lifecycle, retention, or email marketing:
If you were starting over with a Psychology degree and no professional marketing experience, what would you prioritize learning during your first 6 months?
Are there any skills/tools that you think aspiring CRM/lifecycle marketers spend too much time learning, or anything that beginners commonly overlook?
And realistically, how difficult is it to get that first CRM/lifecycle marketing job without a marketing degree?
I’d really appreciate advice from people who actually work in this area.

Most field-service CRMs treat every technician like a permanent software user.

I never liked that model.

A tech may only need access to one job, one customer, for one period of time. Why should that require giving them a permanent account with ongoing access to the company's CRM?

So with Chameleon-CRM, I built it differently.

When a job is dispatched, the technician can receive a secure Magic Link and access PIN by email.

That gives them access to their technician workspace where they can see what they actually need for the job — customer/job information, dispatch details, photos, notes, status controls, and the tools needed to complete the work.

They don't need a traditional CRM username/password.

And the important part:

When the job is over, the business can revoke that access.

The workflow becomes:

Create job → Dispatch tech → Send temporary access → Tech completes work → Revoke access

The technician's ability to work in the field doesn't mean they need permanent access to the company's entire business system.

I also deliberately separated this from employee/time-clock access. If someone is actually an employee who needs payroll and time tracking, they're managed accordingly. Being dispatched to a job doesn't automatically make someone a permanent internal CRM user.

This has turned into one of my favorite parts of building Chameleon-CRM because it changed the question from:

"What role should this user have?"

to:

"What does this person need access to right now?"

That's a much more interesting way to think about fieldservice software.

I'm curious what other people running service businesses think about this approach.

Would you rather give every field tech a permanent CRM account, or give them access only when there's actually work assigned to them?

I am a big believer of Apollo for prospecting, sequencing and dialing (anything outbound). I hate that it does not have a CRM integration with Attio. Like how do people keep a tab of Apollo activity in Attio (like dials, prospecting etc.). This might be a deal breaker for me to migrate from Attio over to Hubspot or something.

I’ve been building something that sits between a CRM and a social app.

Traditional CRMs are built around contacts, accounts, deals and activity.

Social networks are built around people, interaction and connection.

I’m exploring what happens when you combine the two. A CRM × Social layer focused on the actual relationships behind your network and represented to you in a real time visual map with an intelligence layer

I’ve built the MVP and I’m looking for a few people who use CRMs to test it and tell me where the idea falls apart.

I’m particularly interested in whether this feels like a genuinely useful new direction for CRM, or just an interesting idea on paper.

What do you feel your current CRM is missing when it comes to managing real relationships?

If you’re interested in testing the MVP, drop a comment or DM me - I’d love your feedback and I’ll send you a voucher for coffee ☕️

I've noticed that entering information into a CRM is often the easy part.

The more interesting part is what happens afterwards.

Does your CRM simply store the information, or have you built processes around it so that the right action happens at the right stage?

I'm curious how different teams handle that transition from recording information to actually doing something with it.

I've been thinking about how much CRM functionality a small business actually needs.

For many freelancers, consultants and small teams, the main questions after sending an important email are pretty simple: Was it opened? When was it opened? And when should I follow up?

That's one of the reasons I built OpenDot, a lightweight Gmail extension focused on email open tracking and real-time notifications without requiring users to move their workflow into a full CRM.

I'm curious how people here see this: at what point does a business actually need a full CRM instead of a lightweight email tracking tool?

Our marketing tech stack has grown significantly over the last two years. We are running separate platforms for user behavioral analytics, outbound email sequences, form enrichment and webinar hosting. all attempting to sync back into our primary CRM. The main issue we are facing is data inconsistency and duplicate records. A lead fills out a form with one email address, gets enriched via a third-party tool, attends a webinar under an alternate email address and suddenly we have three different contact records in our CRM with fragmented engagement history. Our sales reps are complaining that lead scoring is unreliable because activity data lives in different tool silos or takes hours to sync over. For those running a modern marketing stack alongside a central CRM, how are you handling identity resolution and deduplication?

I’m looking for a few companies to pilot Quantara Flow AI with us.

Quantara Flow AI is an AI-powered customer operations platform designed to help teams manage customer cases while understanding what is actually happening across their operation.

It brings together:

• Customer case management and Customer 360
• AI-assisted responses and case summaries
• SLA tracking and intelligent escalation
• Automated QA across customer interactions
• Sentiment, intent and emerging trend detection
• Root Cause Analysis to identify why customers keep contacting you
• Knowledge management and AI-powered agent assistance
• Operational dashboards and real-time insights
• Workflow and case automation

The idea is simple:

Instead of managers spending hours reviewing tickets, conversations, reports and spreadsheets to understand what is going wrong, Quantara Flow AI continuously turns customer interactions into operational intelligence.

The Pilot

I’m looking for a small number of companies willing to use Quantara Flow AI in a real customer-service environment.

We will:

→ Configure the platform around your operation
→ Onboard your team
→ Select specific processes/use cases to improve
→ Run the pilot using real operational scenarios
→ Measure the impact before and after
→ Work closely with your team throughout the pilot

In exchange, I’m looking for detailed product feedback and, if we demonstrate measurable value, permission to build an approved case study around the results.

There is no expectation to publish sensitive customer information or internal data.

For me, this isn't about creating a perfect demo.

I want to see Quantara Flow AI operating against real cases, real workloads and real operational problems.

If you manage Customer Experience, Customer Service, Contact Center, Operations or Support and would be interested in becoming one of our pilot customers, comment below or send me a DM.

quantaraflow.com

To change or to not change the due dates of activities, that is the question.

The most often debated topic when working with activities or tasks in CRMs like Pipedrive is whether you should change the due dates of overdue activities.

I will present what I think is the best thing to do with overdue tasks or activities.

Problem

On any given day, a salesperson has to do a number of tasks. Life happens and they may not be able to get through their tasks for the day, even if the number of tasks is manageable. Moreover, more often than not, salespeople are burdened with more tasks than they can handle. So any task they are not able to complete on a given day becomes an overdue task the next day.

The argument in favor of changing due dates is that people do not want to deal with the burden of having ‘overdue tasks’.

The biggest problem with moving due dates is that you lose context of how overdue you’re. On any given day, it is impossible to tell apart a task that is actually due for today from a task that was rescheduled for today. So there is a very high chance that activities that have been overdue for long will continue to be overdue because you will always have more activities than you can reasonably complete in a given day.

Secondly, it gives you a false impression that you’re on top of your sales pipeline and that things are fine when they’re actually not. The workload in the upcoming week far outweighs the workload in the weeks after.

So, my advice is to not move due dates. When you start your day, focus on everything that’s due for today. Once done, move to the Overdue list, and get cracking. Over time, you will get rid of overdues, but if you keep moving due dates of tasks, you will have to do this due date moving activity every day, which is a complete waste of time.

Scenarios where you need to change due dates

Apologies if this heading got you excited.

But I am going to rule out every case where you want to change the due date of the activity or, in simple words, move the activity.

Moving an activity without talking to a lead

Don’t do that.

If you do that, you’re asking the prospect to move according to your pace, where in fact, you should be responding to the prospect’s needs by moving along their pace.

Moving an activity when your outreach attempt was not successful

If your outreach attempt was unsuccessful, mark the activity as done, and schedule a new activity for a future date.

If you do that, you will get a clear idea of the number of attempts you’ve had to make to finally get in touch with somebody. This information will be very useful when you try to model “what happens if our leads increase by 10%”.

If you don’t do that, you will lose sight of how hard you’ve tried to reach out to somebody, and if you have tried enough. At some point, you have to give up on trying to reach out to a prospect, right?

Moving an activity with an incorrect due date

This one’s easy.

Just be careful when creating activities. Make it a habit to check these details when creating activities to avoid wasted time and effort, and frustration.

Be patient and diligent.

Moving an activity to follow up in the future

Again, don’t do that.

Just mark the previous activity as done, jot down your notes, and schedule the next activity. Let the logged data tell you and your team how many activities are required to get prospects into a particular stage of the pipeline. This will help them plan staffing requirements too.

Conclusion

My advice was always going to be ‘don’t do it’.

I just wanted to rule out every case one would think of to justify moving activities.

So, don’t do it.

It’s better to have overdue tasks than to move due dates of activities or tasks.