CRM vs CMS: Which One is Right for Your Business in 2024

Digital infrastructure is essential for all businesses and organizations in the current online-driven economy. Every business, regardless of size or type, requires a website and platform to manage the data generated by customer interactions and sales and marketing processes.

Companies’ websites and investments in web-related technologies and services are vital to a business’s success. Large corporations have advanced web-connected platforms, websites, customer data collection, and analysis software.

However, smaller and medium-sized businesses that do not have internal web designers or IT personnel will also require an application that isn’t excessively complex and easy to use, even for users with no technical knowledge.

Smaller enterprises can typically benefit from advanced information and management systems, as they can automate and handle tasks that normally take a lot of time.

Two of the most popular platforms used by businesses are customer relationship management (CRM) systems and Content management system (CMS).

Both have benefits. Knowing the distinctions between them is crucial to making an informed choice about which is best for your business or effectively combining both.

Most of the time, the issue isn’t whether you should select one or the other but rather which is the best platform for your marketing and business online efforts. This article will review the differences between CRM and CMS.

What is a CRM?

Customer relationship management software handles information about customers that is related to interactions and sales.

It’s a complete software program designed to manage potential customers as they progress along the sales funnel. The software is more advanced and can handle relationships from beginning to end with your partners, customers, and vendors.

The framework helps companies organize, track, and manage their sales relationships through lead management and provides a complete overview of all the data pertaining to every customer.

CRM software typically includes an integrated database connected to the interface where the sales team can input data on customer demographics and interactions with the company. Data could be collected from customer service calls or website visits, interactions using marketing messages, and other processes.

One of the most important advantages of a CRM program is its ability to handle automatized sales and marketing processes. It can also assist in managing leads and contacts, customer service automation, sales automation analysis and reporting, inventory management, and customer segmentation.

CRM tools also offer these advantages (if correctly implemented).

• Better customer service due to the ability to identify preferences and demands
• More loyal customers through personalization
• A more effective sales process as a result of the ability to monitor the sales funnel’s activity
• Better lead conversion due to improved targeting, segmentation, and prioritization
• Effective collaboration between the marketing team because of improved data visibility,
• Improved sales efficiency due to team members’ access to similar data sets.

Most customers will be happier when a firm uses CRM software to track and personalize interactions and record preferences.

Functions of a CRM Business

CRMs typically have four main functions to increase the revenue you earn from sales.

Customer Management

A CRM system can handle your relationships with your customers. CRM’s relationship management functions help generate leads and ensure customer satisfaction while allowing salespeople to target prospects and guide them faster into the sales funnel.

A CRM system stores contact details and records the sales cycle. It must also be adaptable across applications and accessible through the cloud to salespeople on their mobile devices.

Communication

CRM systems help communicate between internal departments and the client. They monitor email chains to help you understand the last place you left the client. Additionally, they facilitate the communication process via chat, email, or other means. These platforms often integrate easily with different platforms, such as Outlook or Gmail.

Analytics

The use of detailed metrics can assist sales teams in adjusting their strategies and improving their overall sales. Therefore, an efficient CRM system can keep track of essential sales metrics throughout every stage of the sales cycle.

The system must weave measurements across marketing, sales, and customer service departments to create specific reports custom-made for each department. 

By tracking, the system dissects the company’s performance and identifies areas for improvement.

Automation

CRM software can automate various tasks and sometimes employs artificial intelligence. It can hire an if-then-else method to eliminate repetitive chores. Specific CRM systems even automate dialing so salespeople can quickly switch to the next phone call while traversing an email list. These functions streamline the process and prevent the need for redundant work.

What is CMS?

A Content management system (CMS) is an app designed to help create, manage, and store web-based content.

CMS systems permit non-technical users to create, edit, and publish content without learning web design or codes.

These platforms allow a company to manage its website without having an in-house IT department or outsourcing work to third-party developers or web designers.

A CRM can help businesses improve their lead and customer management, resulting in more sales and revenues. In addition, they can provide helpful information. CRMs assist sales teams in designing and implementing efficient strategies to reach their objectives.

A CMS can also assist in the collection of data on user interactions and activities on the website.

These are the main characteristics of the CMS platform.

• Management of users: Administrators can create accounts that have various levels of accessibility for editors, author administrators, authors, and others who are involved with the website.
• Content creation: CMS allows users to create and store various kinds of content, such as blog post pages, images, and other documents. Users can access the saved content at any time to update or edit it.

• Filtering and search: This business can also find content quickly by using integrated search and filtering functions that reduce the time required to locate files and other media.

• Workflow management: The CMS can streamline the production and approval process by granting users permission to create or save, modify or publish, alter, or remove content. Following each step, the team member can automatically transfer the content to the next person to create it.

Media management CMS: A CMS can manage and store media files, like videos and images.

Connectivity with additional tools Integration with other tools: A CMS lets you integrate with third-party software, such as analytics and social media tools.

One of the method’s main benefits is that it enables companies to manage and update content on their websites, which allows for up-to-date communications with customers and those in the targeted market.

Additional benefits include the following.

• The system also ensures that the content is current and secure and optimizes it for search engine performance.
• The CMS can also aid in the process of publishing and creating content by letting users create and layout pages without the technical know-how.
• Because they’re cloud-based, the latest CMS platforms support collaboration. Multiple users can collaborate on the same web pages, blogs, articles, or marketing materials even when they’re not working at the same place.

With a top-quality CMS, an organization or business can manage its own online store and website without having to depend on tech-savvy personnel to build and update it.

Functions that a CMS Offers your Business

CMS offers the following four essential capabilities to assist your company in marketing.

Website and Content Control

The primary function of a CMS is to provide you with central control over your website as well as the creation of content. It aligns the design of your website and content creation with the brand’s vision and allows you to tailor the design to meet your requirements. CMSes don’t require any technical background. In addition, they tend to be less expensive than enlisting a third-party company to manage them.

Security

A CMS also manages security, allowing you to determine who is able to access the website. The CMS system keeps content and data, restricting access to only those with permission. You control the revisions to your site and who is granted access to these. CMS additionally has enhanced archives for documents and audit trails, so you can guarantee the integrity of your content and files.

Versatility

A CMS helps improve information and files’ searching and retrieval capabilities across various platforms. It is possible to publish new content at your discretion and modify the format as necessary. You won’t have to rely on a third party to make the required changes. You can modify branding strategies at any time.

Project Management

A CMS gives you instant accessibility to search results so you can monitor your users and audience seamlessly. It provides integrated log audits and records the delegate across team members to ensure nobody is overwhelmed and others are left with too much to complete. It also has report functions to monitor processes and the general management of projects.

The Difference Between CRM and CMS

CRM (Customer Relationship Management) and CMS (Content Management System) are both software tools that serve different functions in managing and organizing various aspects of a company.

CMS platforms are used by companies, individuals, non-profit organizations, and government agencies to develop and manage blogs, e-commerce websites, and other platforms that use the content online. They are now essential instruments for those looking to establish a presence on the web and efficiently manage digital content.

CRM solutions meet the diverse requirements of marketing and sales teams worldwide. They allow businesses to better connect with their clients, personalize interactions, create specific marketing campaigns, and anticipate customers’ needs. This leads to improved customer satisfaction, more sales, and an enhanced customer-focused and successful business.

Here’s an overview of the differences between CRM and CMS:

Purpose:

CRM: The CRM platform is designed to optimize and manage a business’s interactions with its clients, both current and prospective. It concentrates on customer data, including lead management, sales automation, customer support, and marketing automation, to strengthen customer relations and increase business efficiency.

CMS: On the contrary, CMS is mainly used for managing digital marketing campaigns. CMS allows users to create, edit, manage and then publish digital content and assets on web pages or other platforms online. The primary objective is to make the creation and maintenance of content by allowing non-technical users to control websites as well as digital media in a simple way.

Functionality:

CRM: The primary functions of CRM customization services typically comprise customer data management, sales pipeline tracking, lead generation, contact management, tickets for customer service, marketing campaign management, and analytics for analyzing customer patterns and behaviour.

CMS: The term CMS refers to a platform for creating content and publishing. It offers editing and revision control, content categorization, media management, and users to limit who can edit, access, and publish website content.

Target Users:

CRM: An organization’s sales, marketing, and customer service members typically utilize CRM Systems for CRM. They aid these teams in collaboration and share important customer information to enhance customer interaction.

CMS: CMS platforms are utilized by content creators, web admins, and digital marketers. They allow users to make, edit, and manage website content without needing technical expertise.

Data Type:

CRM: The information managed in the CRM system is primarily specific to the customer. It includes contact information and purchasing history, sales opportunities, customer support interactions, and engagement with marketing campaigns.

CMS: The data that is handled within CMS: The data managed in CMS is based on digital content, which includes videos, images, text documents, and other media that make up the digital platform or website.

Integration

CRM: APIs typically connect with other tools for business, such as marketing automation software, E-commerce platforms for marketing, email solutions, and analytics tools to give complete information about customer interactions and behaviors.

CMS: CMS platforms can also be integrated with third-party software, such as SEO-related plugins, analytics services, and an e-commerce module, to improve the site’s performance and functionality.

Pricing

CRM: CRM services typically include a subscription-based price model. The price of a CRM solution is usually based on elements like the number of users, the number of features and functions needed, the storage capacity of data, and the options for integration. Certain CRM companies provide tiered pricing plans, and higher-priced plans offer more advanced features and higher usage limits. The costs for subscriptions to CRM systems may vary depending on the company and the needs of the company.

CMS: CMS platforms generally provide a variety of pricing options, including subscription-based plans and open-source alternatives. Subscriber-based CMS plans are similar to CRM pricing, based on variables such as the number of users, features, and storage requirements. However, there are several open-source and free CMS options, meaning companies can utilize the basic CMS software at no cost. The cost related to CMS platforms usually results from modifications and premium templates, plugins, and hosting services.

In essence, a CRM concentrates on coordinating customer relationships, while a CMS is centered on creating and managing content for online platforms and websites. Both systems play a vital role in modern business processes and complement each other when properly integrated.

How to Integrate your CMS into a CRM

Let’s examine some of the most effective CMSs on the market and learn how to combine them with an efficient CRM.

Content Hub

Content Hub sits on the foundation of HubSpot CRM, allowing users access to tools for lead capture and management of contacts and analytics, all in the exact location of your CMS. Every interaction on Your Content Hub website is recorded in your CRM to facilitate reports. Leads generated from your site are also stored in your CRM as contacts that you can group into lists and follow from the first interaction until purchase.

Content Hub, as well as HubSpot CRM, make things easy and yet effective. With these two tools integrated into one platform, you’ll need less time attempting to sync with software and spending more time enhancing user experience for customers, generating leads, and advancing your online presence.

Home webpage for CMS Hub. CMS Hub content management system.

WordPress

Adding a CRM to an existing WordPress web page is as easy as installing a CRM plugin. Add-ons such as HubSpot’s HubSpot WordPress plugin seamlessly integrate WordPress with CRMs without coding.

This HubSpot WordPress plugin connects your website to HubSpot CRM. It gathers information about your visitors and arranges it into self-updating contact lists. It also analyzes your sales statistics by generating reports. HubSpot CRM can be integrated with other applications such as WooCommerce, Stripe, and Gmail.

Wix

Wix has established its mark in the CMS area due to its user-friendly design, which also extends to CRM capabilities. For CRM integration to your Wix website, you can use Wix’s marketing and customer management suite, Ascend.

The Ascend CRM is combined into the Wix CMS interface so that you can add its collection of business tools to your workflow. These tools offer the essential CRM functions, marketing integrations that work using Google Analytics and Facebook Pixel, and custom templates for automatic emails, social media posts, and videos.

Sullu CMS

With SuluCMS development services, you can build super-fast apps in Symfony with your content management editors’ flexible and simple UI. The UI will satisfy users and be user-friendly and flexible. Symfony designers will also be happy because Sulu CMS is working as they’d expect it to.

If you’re beginning from scratch with a brand new project, we designed the Skeleton to help you start new projects quickly. You can use the clone feature to copy your Sulu Skeleton repository and make it your own. 

Shopify

Managing customer relationships is a crucial element of any business that sells online, such as those running Shopify. Shopify can easily integrate with third-party CRM applications available on its marketplace. Search for CRM integrations with Shopify’s Shopify App Store, and select some of your suggestions:

• HubSpot CRM: HubSpot CRM ranks among the best Shopify-compatible CRMs and is by far the best free CRM available. It provides features to make deep connections with leads and customers, with personalized CTAs, email nurture, tracking of engagement on content, and extensive integrations with popular sales and marketing tools.
• AgileCRM: If you manage a small online store, AgileCRM is a great alternative to start and expand using. It’s all-in-one feature manages operations related to sales, contact management marketing, contact management, and customer service, all at the same price as other CRM applications.
• Metrilo CRM: Metrilo’s app for Shopify highlights its extensive user segmentation using advanced activity tracking, precise customer profiles, and an extremely flexible filtering tool. Its pricing plans are designed to suit your business requirements, regardless of size.

Joomla

Joomla is the second most used open-source CMS, which allows room for broad customization through extensions, including some of the most reputable CRM integration options. Some of the most well-known Joomla CRM extensions are:

• JoomCRM: It is the best Joomla extension for CRM. It has CRM capabilities for deal and contact management, team management, lead recording, and much more. It’s a great way to begin.
• VBizz: If you’re looking for a more comprehensive business solution, including CRM, check out the Joomla extensions vBizz. They provide robust and flexible management tools for businesses, such as CRM solutions, to plan projects, track activities, communicate with leads, and conduct analytics.
• CiviCRM: CiviCRM is explicitly designed for non-profit websites. The extension lets users establish strong relationships with partners and funders. Its specially designed tools facilitate the collection of donations, event management, and membership on the site.

Drupal

If you want to integrate a CRM into Drupal, you can select from various reviewed CRM software. Drupal is more user-friendly than other CMSs, so you can expect a more complex process for linking a CRM with your site. We suggest trying these tools for Drupal:

• HubSpot: HubSpot module utilizes HubSpot’s API to synchronize your Drupal site with HubSpot’s tools, such as HubSpot CRM. Users complete the form on your Drupal website using their personal information stored in the HubSpot system.
• AgileCRM AgileCRM: Agile’s CRM module integrates with your Drupal website without much effort. It lets you easily add forms and landing pages to your site, automate emails, and monitor visitors’ engagement.
• RedHen: This free CRM meets the primary CRM requirements for non-profit organizations, including contact management and engagement tracking, registration for events, and members’ profiles. RedHen is built specifically for Drupal. It allows simple modification and backend access for those more adept with code.

CRM vs CMS: Which is the Right Choice for Your Business?

Between CMS and CRM, the right choice will depend on your specific business requirements. You’re likely to require both. How? Let me explain.

A business might require the two CMS and CRM as they serve different functions.

CRM improves customer relations and sales, while a CMS enhances customer relationships and boosts sales. CMS simplifies the management of content and increases web visibility.

Here are some scenarios that can assist you in determining the best system for you:

CRM is the right choice for you if

• You’re looking to track your customer’s journey.
• You want to make more sales by studying the customer’s data.
• You must manage and automate your sales process.

CMS is the best choice for you if you:

• You’d like to design, edit, and publish content on your site.
• You require a simple system to keep your site updated.
• Your goal is to simplify publishing and content creation workflows.
• If your goal is managing customer relations and keeping a lively web presence, then you require both CRM and CMS.

This approach is integrated and can improve the overall efficiency and effectiveness of the business.

Conclusion

We’ve understood the meaning of CRM and CMS and now know that they serve different functions. This is very clear.

They can be very complementary. CMS can be utilized alongside CRM systems. Together, they can boost the number of website visitors and collect data for your site.

For example, many CRMs include web form builders that can be integrated. These record the user’s data, which could be utilized to send marketing emails.

Your website design can be tailored to meet the specific needs of your customers through CRM marketing segmentation. 

Creating new landing pages based on data from your CRM about customers could be necessary. You can also customize your online store in response to customer feedback from your CRM service.