CRM คืออะไร? คู่มือใช้ CRM สำหรับ SME ไทย 2026: จาก Excel สู่ระบบจัดการลูกค้าอัจฉริยะ
What is CRM? A Complete Guide for Thai SMEs 2026: From Excel to Smart Customer Management
Losing track of customers? Data scattered across multiple Excel files? Sales team does not know customer history? Learn how CRM helps Thai businesses manage customers and choose the right system for your business
Problems Thai SMEs Face Without CRM
What is CRM? Why Thai Businesses Need It
CRM (Customer Relationship Management) is a system that helps businesses store customer data, track communications, analyze behavior, and nurture customers to return. It is not just a phone number storage program, but a system that increases sales and builds loyalty
In the past, CRM was large and expensive, used by big corporations. But today there are SME-focused CRMs that are affordable, easy to use, and customizable for Thai business needs
Using Excel for Customer Management
- • Data scattered across multiple file versions
- • Do not know who last contacted customer
- • Hard to find customer history
- • No follow-up reminders
- • Data lost when employee leaves
Using CRM for Customer Management
- • Centralized data, team sees together
- • Auto-log all channel communications
- • Find customers in seconds
- • Reminders for scheduled follow-ups
- • Company owns data, never lost
Core CRM Features Thai SMEs Should Have
Contact Management
Store complete customer data: history, purchases, communications
- • 360-degree customer profiles
- • Complete purchase history
- • Tags and customer segments
Sales Pipeline
Track deals, know customer stage, forecast revenue
- • View all deals in one view
- • Drag-and-drop status changes
- • Sales forecasting
Unified Communication
Combine all channels: email, LINE, phone
- • Email from within CRM
- • LINE OA integration
- • Auto-call logging
Tasks & Activities
Set tasks, appointments, follow-up reminders
- • Auto-follow-up tasks
- • Appointment calendar
- • Churn prevention alerts
Reporting & Analytics
Know team performance, sales, new vs returning customers
- • Sales dashboard
- • Sales team reports
- • Customer behavior analysis
Automation
Reduce repetitive work, auto-send emails and alerts
- • Automated workflows
- • Conditional email sending
- • Auto-task assignment
10 Popular CRMs for Thai SMEs 2026
HubSpot CRM
Free to startWorld's #1 popular CRM, free to start, complete basic features
Zoho CRM
AffordablePopular in Thailand, affordable, Thai language, complete features
Salesforce
EnterpriseWorld-class CRM for large businesses, highly customizable, expensive but complete
Lark Base
Hypelive RecommendsAll-in-One system combining CRM + work + communication, no app switching, free to start
Monday.com
Beautiful & EasyBeautiful interface, drag-and-drop, team loves it, great for younger teams
Pipedrive
Sales FocusBuilt specifically for sales teams, beautiful pipeline, great deal tracking
Recommendation: Thai SMEs starting with CRM should try HubSpot or Lark Base first because they are free and easy to use. Upgrade to more complex systems as your business grows
How to Choose the Right CRM for Your Business
Check Budget
Start free or budget under 1,000 THB/month/user
Check Features
Choose only what you use, do not need everything
Try It Out
Use free trial 14-30 days before deciding
Check Integrations
Must connect with LINE OA, website, sales platforms
| Business Type | Recommended CRM | Reason |
|---|---|---|
| Starting SME | HubSpot, Lark Base | Free, easy to use |
| E-commerce | Zoho, Monday.com | Good integrations, fair price |
| B2B Sales Team | Pipedrive, Salesforce | Strong pipeline |
| Agency | Lark Base, HubSpot | All-in-One client + project |
| Enterprise | Salesforce, Dynamics | Highly customizable, complete |
CRM Implementation Steps for Thai SMEs
Plan and Prepare Data
- • Collect customer data from Excel/various files
- • Remove duplicates, fix incorrect data
- • Define sales pipeline stages
Configure System
- • Create custom fields as needed
- • Set up pipeline matching actual process
- • Connect LINE OA, email, sales platforms
Import Data and Train Team
- • Import customer data
- • Train team on basic usage
- • Set access permissions by role
Use and Improve
- • Start real usage, log all communications
- • Weekly report review
- • Improve workflow based on feedback
How Hypelive Helps with CRM Implementation
At Hypelive, we do not just recommend CRMs. We help Thai businesses install, customize, and integrate systems to work effectively. We use Lark Base as the core because it includes CRM, work management, and communication in one system
Setup & Migration
Migrate data from Excel to CRM properly
System Integration
Connect LINE OA, website, online stores
Training & Support
Train team and provide ongoing support
CRM Implementation Package
SME CRM Setup
฿9,900
Basic CRM setup, data migration, team training
CRM + Automation
฿25,000
Complete CRM, integrations, automation, reports
Frequently Asked Questions
Is CRM expensive? Can starting SMEs use it?
Many free CRMs like HubSpot and Lark Base have enough features to start. Upgrade as business grows
Is it hard to migrate from Excel to CRM?
Not difficult. Most have Excel import functions. Just need to format data correctly first
What if employees do not like using CRM?
Choose easy-to-use CRM, train to show benefits, and reward teams that use it well
What is the difference between CRM and ERP?
CRM focuses on customers and sales. ERP covers whole company: accounting, inventory, production. SMEs can start with CRM
How many team members need to use CRM?
Everyone who contacts customers should use it: sales, marketing, support. This ensures consistent data
Start CRM with Hypelive
Do not know where to start? Get free consultation. We will help choose the right CRM for your business
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