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 Suhas Shenoy, CRM Solutions Specialists at LeadSquared

Go to Chapter one

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