Understanding CRMs

Definitions, vocabulary and key concepts to establish a solid foundation.

• What is a CRM? Simple definition and concrete examples - CRM: a simple definition, concrete examples, and an explanation of the role of customer relationship management software for SMEs or mid-market companies.
• What is the purpose of a CRM in a business? - A CRM is used to structure customer relationships: prospect tracking, data centralisation, sales management, follow-ups, customer service and data exploitation.
• Key CRM features - Contacts, accounts, opportunities, pipeline, tasks, marketing campaigns, tickets and dashboards: an overview of essential CRM features.
• CRM Cloud (SaaS): definition, benefits and limitations - Cloud or SaaS CRM: what this deployment model actually entails, its benefits for SMEs, and the key points to verify before committing.
• CRM: definition, role and strategic stakes for the business - A clear definition of a CRM, its core functional modules and its role in managing customer relationships for SMEs or mid-market companies.
• CRM Glossary: Essential terms you need to know - Complete CRM Glossary from A to Z: clear definitions of key terms to help you understand, select and manage your CRM project.
• Customer journey: understanding and mapping your customer journey - The customer journey describes all of a customer's interactions with a company. Here is what it covers and how the CRM fits into the process.
• The sales cycle in a CRM: stages, metrics and best practices - The sales cycle structures commercial work within a CRM. Here are its key stages, what to track, and how to use it to manage business activity.
• ERP and CRM: differences, complementarity and integration - ERPs and CRMs do not cover the same scope but complement each other. Here is what distinguishes them and the benefits their integration provides.
• CRM tender terminology explained simply - RFP, RFI, RFQ, POC, SLA, TCO: the essential terms of a CRM tender, explained for non-specialists.