CRM Case Study: Tracking the Customer Journey - Marketing 360® A local flooring contractor learned how valuable it is to use CRM software so they could track projects and interactions with customers – and make sure their staff was all on the same page. All businesses benefit from using customer relationship management (CRM) software. Even if you only have a handful of clients, it’s better than using email folders or paper notebooks. But some businesses benefit so much, they wonder – after they learn to use the tools – how they ever lived without them. A local flooring contractor with an involved process for dealing with clients is case in point. This contractor is very thorough. They have a six-step process for consulting with clients and working on projects. 1. It starts by requesting a

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