We all know term CRM is an acronym for customer relationship management. When the CRM software first emerged on the enterprise software landscape, it was meant to be a place for businesses to manage and keep customer data and to model and automate customer centric processes to deliver high quality experience to customers.
Fast forward 20 years, the meaning of word CRM has been stretched beyond imagination. Today CRM is being understood as a platform to run one or more micro-processes. In this CRM guide, I will tell you what I have learnt about it in the last decade.
List of chapters
What is CRM
Need of a CRM system
7 benefits of using a CRM
What is B2C CRM. How it is different from B2B CRM
CRM for small business: Why you need it
Comparing on premise and cloud CRM
What is call center CRM and why it is important
The combination of CRM and Marketing Automation
What is Mobile CRM
About the author
Suhas been in the field of CRM consultant for a decade now. He has personally overseen more than 50 implementations of CRM in various industries and directly contributed to hundreds of CRM proposals.
Suhas Shenoy, CRM Solutions Specialists at LeadSquared