CRM FAQ
What is customer relationship management — and how does CRM software work?
Plain-English answers, using Fieldbook's workspace as the example. Fieldbook is customer relationship management software for service businesses: customers, estimates, invoices, jobs and payments in one place.
1. What is customer relationship management?
Customer relationship management (CRM) is the way a business keeps track of everyone it serves: who they are, how to reach them, what they've bought, what they owe and what was promised to them. Instead of living in sticky notes, text messages and memory, all of that sits in one organized system. In Fieldbook, each business gets its own workspace where every customer has a record with their contact details, addresses, notes, estimates, invoices, jobs and payment history together.
2. How does CRM software work?
CRM software gives you one shared database of customers and connects every document and event to the right person. In Fieldbook you add a customer once, then everything else attaches to their record: send them a branded estimate, convert it to an invoice when approved, schedule the job, take payment by card or PayPal, and let automatic reminders chase unpaid balances. Your whole team sees the same up-to-date information, and the customer sees their side through a private portal link — no login needed.
3. What does a CRM do that a spreadsheet can't?
A spreadsheet stores names and numbers, but it can't send an invoice, take a payment, email a reminder when a bill is overdue, or show your customer their balance. Fieldbook does all of that from the same customer record, and it stops you from re-typing the same address into every quote and invoice.
4. Who is CRM software for?
Any business that has repeat customers and money owed to them. Fieldbook is built for service businesses — contractors, cleaners, technicians and similar trades — where the flow is always quote, schedule, do the work, invoice, get paid.
5. What does 'workspace' mean in Fieldbook?
A workspace is your business's private copy of the software. Your customers, products, estimates, invoices, jobs, team members and branding live inside it, completely separate from every other business using Fieldbook. Your logo and colors appear on every document and email your customers receive.
6. Do my customers need to create an account?
No. Each customer gets a private portal link where they can see their estimates, invoices and payment history, approve work, and pay by card or PayPal — no password or sign-up required.
7. Can my team use it together?
Yes. Invite staff with Owner, Admin or Staff roles, and everyone works from the same customer records so nothing gets lost between the office and the field.
See it with your own customers
Create a workspace, add a customer, and send your first branded estimate in minutes.