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What CRM should you use in 2024? – Cutts & Co Accountants

In the ever-evolving digital era, Customer Relationship Management (CRM) systems have become indispensable tools for businesses aiming to streamline their operations, enhance customer engagement, and drive sales growth. With a myriad of options available in 2024, selecting the right CRM can be a daunting task for companies. This blog delves into a comparative analysis of leading CRM platforms, shedding light on their features, benefits, and potential drawbacks, to help businesses make an informed decision.

Salesforce: The Industry Titan

Salesforce continues to dominate the CRM landscape with its comprehensive suite of features designed to cater to businesses of all sizes. Renowned for its scalability, Salesforce offers a robust platform for sales management, customer service, marketing automation, and analytics. Its cloud-based architecture ensures flexibility and accessibility, making it a favoured choice for enterprises seeking a comprehensive, all-in-one solution.


  • Extensive customisation options through Salesforce AppExchange.
  • Advanced AI capabilities with Einstein Analytics.
  • Strong integration capabilities with third-party applications.


  • Complexity and steep learning curve for new users.
  • Higher cost, particularly for small businesses and startups.

HubSpot: The User-Friendly Contender

HubSpot stands out for its intuitive interface and ease of use, making it an excellent choice for small to medium-sized businesses (SMBs) and those new to CRM systems. Offering a free tier with basic features, HubSpot provides a seamless upgrade path with more advanced functionalities in marketing, sales, and service hubs as businesses grow. Its emphasis on inbound marketing tools makes it a powerful platform for businesses focusing on content marketing and lead generation.


  • Comprehensive free plan available.
  • User-friendly interface and minimal setup required.
  • Strong inbound marketing tools.


  • Costs can escalate quickly as additional features and contacts are added.
  • Limited customisation options compared to Salesforce.

Microsoft Dynamics 365: The Integrated Solution

For businesses deeply embedded in the Microsoft ecosystem, Dynamics 365 offers a seamless integration with Office 365, providing a unified experience across business processes. Dynamics 365 excels in customization and flexibility, offering modules for sales, customer service, field service, and more. Its deep analytics and AI capabilities, powered by Azure, provide valuable insights for strategic decision-making.


  • Deep integration with Microsoft products.
  • Extensive customization and flexibility.
  • Advanced AI and analytics features.


  • Can be complex to implement and manage.
  • Potentially higher costs for full functionality.

Zoho CRM: The Cost-Effective Challenger

Zoho CRM is renowned for its affordability and the comprehensive set of features it offers at competitive price points. Ideal for SMBs and startups, Zoho CRM provides a balanced mix of sales automation, performance analytics, and customer support functionalities. Its ease of integration with the Zoho suite of applications and third-party tools makes it a versatile choice for businesses looking for a cost-effective CRM solution.


  • Affordable pricing plans.
  • Good balance of features for sales, marketing, and support.
  • Easy integration with Zoho apps and third-party tools.


  • The interface may feel less intuitive compared to HubSpot.
  • Customisation options are limited in comparison to Salesforce and Dynamics 365.

Selecting the right CRM system in 2024 hinges on understanding your business’s unique needs, budget constraints, and growth aspirations. Salesforce and Microsoft Dynamics 365 cater to those seeking extensive customization and integration capabilities, albeit at a higher cost. HubSpot offers an excellent starting point for SMBs with its user-friendly platform and effective inbound marketing tools. Zoho CRM emerges as a viable option for businesses prioritising affordability without compromising on essential features.

The CRM landscape is rich and varied, with each platform offering unique strengths to support your business’s customer relationship management strategy. By carefully considering your requirements and evaluating the options outlined above, you can choose a CRM system that not only fits your current needs but also scales with your business into the future.

The information provided in this blog is for general informational purposes only and is not intended to be a substitute for professional advice. While we strive to ensure accuracy and relevance, the content may not apply to all individual circumstances. We encourage you to consult with a professional accountant or financial advisor for advice tailored to your specific situation. The views expressed in this blog are those of the author and do not necessarily reflect the official policy or position of our firm.

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