If you’re running a small business, you’ve likely heard of both CRMs and chatbots. But what exactly do they do — and do you really need both?
A CRM (Customer Relationship Management) system is your business’s memory. It stores customer details, tracks interactions, follow-ups, deals, and helps you stay organised. Tools like HubSpot or Privyr let you see who your customers are and what stage they’re at — from lead to repeat buyer.
A chatbot, on the other hand, is your digital assistant. It lives on your website or WhatsApp, replies instantly to customer enquiries, qualifies leads, and can collect key info like name, phone number, rental date or product need — even when you’re asleep.
Together, they’re powerful.
The chatbot captures leads. The CRM manages and nurtures them. Without a chatbot, you might miss opportunities. Without a CRM, you might forget to follow up.
For SMEs, using both is no longer a luxury — it’s a smart, affordable way to grow faster and serve better.
