Practical thinking on CRM, done right.
Strategy, platform selection, implementation, AI and data - clear, jargon-free guidance for SME leaders making CRM decisions.
Featured · Adoption
How to improve CRM adoption in law and accountancy firms
Many law and accountancy firms have a CRM. Far fewer have one their partners actually use.
AI
Is Your Customer Data AI-Ready? A Quick Readiness Check
Point AI at messy data and it doesn't fix the mess; it scales it. Duplicates, gaps and outdated records your team quietly works around become raw material for confident, automated mistakes. The real question: is your data AI-ready?
5 min read · 21 Aug 2026, 13:41
Selection
CRM Demo Checklist: Spot the Red Flags Before You Sign
A polished demo is designed to show you what works, not what won't. It's a rehearsed performance run on clean sample data, along a happy path the vendor has walked a thousand times, and it's very good at hiding the gaps that will actually affect you.
4 min read · 21 Aug 2026, 13:20
Selection
The Hidden Cost of a CRM: What the Licence Fee Doesn’t Tell You
The licence fee is the part of a CRM's cost you can see. The rest arrives later, in implementation, integration, training and the quiet, ongoing drain of admin time. By the time those costs land, you're already committed.
4 min read · 21 Aug 2026, 11:55
Selection
Should You Choose a Big-Name CRM or a Niche Specialist?
When choosing a CRM, the instinct is to reach for the household name. Sometimes that's sensible. Sometimes it's an expensive mistake, paying for breadth you'll never use when a niche CRM specialist would have fitted your business far better.
5 min read · 21 Aug 2026, 11:34
Other / General
CRM Dashboards for SMEs: Turning Reports into Decisions
A dashboard nobody acts on is just expensive decoration. Plenty of SMEs have invested in slick CRM reporting that gets glanced at, nodded over, and changes nothing, a wall of numbers that informs no decisions and drives no action.
5 min read · 21 Aug 2026, 10:59
Other / General
Capsule CRM adds an MCP server: ask your CRM a question, get an answer
In a snapshot: Capsule has built a Model Context Protocol server, letting AI tools like Claude read your CRM data directly. It is read only, it runs on your own machine, and it is in private beta for Growth plan customers. Small feature, big signal.
5 min read · 17 Aug 2026, 13:35
Implementation
From Silo to Hub: What CRM Integration Actually Delivers
A CRM that doesn't talk to your other systems is just another silo with a better login screen. On its own it holds customer data. Connected to your accounting, operations, marketing and support tools, it becomes the hub of the business.
5 min read · 10 Aug 2026, 10:38
Other / General
Data Hygiene for SMEs: Why Your Reports Are Only as Good as Your Data
Every impressive dashboard is only as honest as the data underneath it. A polished chart looks authoritative whether the numbers feeding it are accurate or nonsense, and that's what makes bad data dangerous: it doesn't look like a problem.
5 min read · 10 Aug 2026, 09:11CRM insight, straight to your inbox.
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