CRM

A CRM stands for customer relationship management system. It’s usually a system that sales people use to organize their work flow in terms of looking after customers and prospective customers.

What problems is it meant to solve?

• How can customer service representative, sales person, support person quickly figure who they are talking to?

• How can they see the history of interactions with the customer?

• What is the status of the customer - with respect to support, sales, accounts receivable etc. etc.

• Sometimes one might refer to being able to see a 360 degree view of a customer in the CRM system.

A CRM will usually have screens that represent organizations and screens representing people in those organizations. Some CRMs will have workflows related to organizing leads and deals etc.

Does that make sense?

Take a look at some example CRM systems: