Email Marketing Made Simple: Should You Use a CRM or an Email Platform?

should you use a crm or email marketing platform?

The moment has arrived—you’ve finally decided you need to communicate with your customers or clients more effectively and efficiently. Congratulations! This is a huge step in customer retention and keeping your brand top of mind.


But now you’re faced with a dilemma: there are so many options for sending emails. 


A quick Google search for “Best Software for Sending Email” will pull up countless recommendations, each claiming to be the best. You’ll also notice two different types of services: CRM (Customer Relationship Management) and Email Marketing Platforms.


So, what’s the difference, and which one is right for you?


Let’s break it down by looking at two business owners, Emily and Caroline.


Meet Emily and Caroline

Emily is a massage therapist who also offers meditation classes. Caroline runs a home renovation business with several employees who communicate regularly with her customers.


Both businesses provide services, but their needs are different. Emily’s massage business will likely benefit more from an Email Marketing Platform, while Caroline’s renovation business is better suited for a CRM.


CRM: A Central Hub for Customer Relationships

A CRM (Customer Relationship Management system) is a comprehensive platform designed to help businesses track leads, manage customer interactions, and streamline communication across teams. Some popular CRMs include HubSpot, Salesforce, and Zoho.


How Caroline Uses a CRM

Caroline’s business relies on managing multiple customer interactions throughout a renovation project’s lifecycle. She collects contact information through an interest form on her website, then moves leads through different stages: Consult → Quote → Contract → Building.


A CRM helps Caroline and her team:

  • Track all communications (email, text, phone calls) in one place.
  • Keep customer details and interactions visible to all team members.
  • Automate follow-ups and task assignments.
  • Generate reports for budgeting and forecasting.


Can a CRM Send Marketing Emails?

Yep! Many CRMs have built-in email marketing features, though they may not be as robust as dedicated email platforms. CRMs are powerful, but they often come with a learning curve and a higher price tag.



Email Marketing Platforms: Keeping Customers Engaged

Emily doesn’t need all the bells and whistles of a CRM. She simply wants to keep her clients informed about her meditation classes and massage specials.


An Email Marketing Platform like Mailchimp, Constant Contact, or MailerLite is a better fit because it focuses on:

  • Sending newsletters and promotions.
  • Designing branded emails easily.
  • Segmenting contacts for targeted campaigns (e.g., only messaging clients interested in meditation classes).


Emily appreciates that her platform was intuitive and easy to use, whereas Caroline had to invest time in her CRM's tutorials to fully leverage its capabilities.


Why You Can’t Just Use Gmail

At some point, we’ve all tried sending a mass email from a personal Gmail or Outlook account. Unfortunately, these platforms are designed for one-on-one communication. Sending bulk emails this way can: 

  • Flag your email as spam,
  • Violate email marketing laws,
  • Even get your account shut down!


Legal compliance is required when sending marketing emails. CRMs and Email Marketing Platforms ensure you stay compliant with laws like:

  • CAN-SPAM Act (U.S.) – Requires truthful subject lines, one-click unsubscribe, and a physical mailing address.
  • GDPR (EU) – Requires consent to collect data and transparency on how data is used.
  • CCPA (California) – Similar to GDPR, promoting good data privacy practices for all businesses.


Pros and Cons of CRMs vs. Email Marketing Platforms


CRM

✅ Comprehensive customer management
✅ Task automation and workflows
✅ Sales pipeline tracking
✅ Integrates with other business tools
✅ Shared communication for teams
❌ Higher cost
❌ Steeper learning curve
❌ Overkill for simple email needs
❌ Email features may be limited


Email Marketing Platform

✅ Easy to use
✅ Optimized for email campaigns and newsletters
✅ Budget-friendly
✅ Higher deliverability rates
✅ Great for list-building and lead generation
❌ Limited customer data management
❌ No in-depth sales tracking
❌ Doesn’t track phone calls or other communications
❌ May require switching to a CRM as business grows


So, Which One Is Right for You?

If you need full customer relationship management, automation, and team collaboration, go for a CRM (like Caroline). If your primary goal is sending newsletters and marketing emails, stick with an Email Marketing Platform (like Emily).


Whichever you choose, the important thing is taking that first step toward better communication with your customers. And that, my friend, is worth celebrating! 

Need help developing your next email campaign?


Send us a message: https://beaconcreativelab.com/contact/

November 19, 2024
Service businesses often fight for dollars and airtime during the 6 big shopping weeks between Thanksgiving and New Year – so we put our thinking caps on and came up with 5 strategies that can give your business an edge and boost holiday sales. Choose the one that suits your style the best, or bundle them for even more impact. The Soft Sell: Highlight Stories of Impact and Client Success Share “Year in Review” stories, case studies, or testimonials that highlight how your service has made a difference for clients. Yours can be shared as videos, blog posts, or a mini-series on social media. Give it a consistent look, in line with your branding; consider giving the series its own logo, badge or header. Why does it work? These stories build emotional connection and trust by showcasing real benefits. Your stories provide credibility and serve as social proof, especially valuable during the crowded holiday period when trust is key. This is the ultimate soft sell – IF you remember to keep the focus on your clients’ experience, and keep your role as “guide” vs “hero.” The Excitement Builder: Launch a ‘Countdown to New Year’ Mini-Campaign Run a series of short, engaging posts, ads, or emails over a set period (e.g., “12 Days of Tips” or “Countdown to a Better Year”) that showcases useful information or insights related to the service. Each day can feature a tip, a testimonial, a flash sale, a bonus-with-purchase deal, or simply a holiday-inspired call to action. For best results, don’t just fizzle out at the end, build to something exciting. You might bundle the campaign with an engagement motivator like a prize drawing for those who follow, share, like or comment. Or make a plan to launch a new service or package at the end of the countdown, and schedule a live (in person or virtual) announcement with limited availability only to followers or clients, or an introductory bonus or special pricing. Why does it work? Regular, bite-sized content with a fun spin boosts holiday sales by building awareness, keeping your business top of mind, and reinforces the value of your services in a way that doesn’t feel like a hard sell. The Reinvented Classic: Create a Limited-Time Holiday Offer with Added Value Develop a holiday-exclusive package or bonus that aligns with your business's core services – maybe a “New Year, New You” consultation bundle, or a discounted holiday maintenance or planning package. Consider co-partnering with a business for an added-value element that will delight buyers, while also expanding your reach. BOGOs (buy-one-get-one) or Buy-5-Get-1-Free-for-Yourself offers can fit if your service is gift-able. Why does it work? People are already in a spending mindset but often look for deals and added value. Presenting a time-limited offer gives a compelling reason to act now. The Go Getter: Create a New Year Vision Offer with Early Bird Incentives Many services can leverage (or incite people to) urgency and motivation with a “Start the Year Right” campaign that encourages clients to get a jump on the new year, and even greet it in a better position, with the help of your services. Appeal to their pride by flattering them for their dedication, grit, or higher vision by starting now, during the holiday season. Offer early-bird discounts or bonuses gradually decreasing in value as you get closer to December 31. Why does it work: The holiday season may be hectic and full of parties, but for many it’s also full of reflection and forward planning. This type of offer appeals to customers’ desire to start the new year fresh and organized, while also creating urgency around limited-time savings. The Give to Gain: Offer a Giftable Service Package with Personalization Bundle your service in a giftable format that customers can purchase for friends, family, or colleagues. Include a custom certificate or card for that personal touch, and offer complimentary follow-up consultations in the new year. Make it extra special… Why does it work? Many people look for meaningful, experience-based gifts during the holidays. This approach gives you a chance to reach new clients and makes your services feel like a thoughtful, high-value gift option. It’s hard to break through in the holidays, but by focusing on relationship-building, storytelling, and adding a dash of urgency, you can ensure you stay top-of-mind and relevant during the holiday season – and set yourself up for a strong start in the New Year, too! If you’d like help planning or implementing your holiday or post-holiday campaigns to boost holiday sales in social media, email, or even direct mail, just have your elf reach out to our elf 😉.
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