IS CRM A Product Or A Process?

Personal Development

By Kay Fitzgerald
Published November 17, 2020

well as you might have guessed Customer relationship is both.

CRM can be seen as a product that has:

- Identifiable inputs and components
- Identifiable characteristics
- Capacity for improvement

As A Product

CRM

CRM can be seen as a process that has:

Identifiable inputs and outputs.
Identifiable components that transform inputs to generate outputs. 
Critical points to be managed.

As A Process

CRM

The customer service process blends together:

- Information
- Products
- Service 
- People
- Communication

As A Process

CRM

The end result of the customer service process blending these areas together is a customer-focused solution.

As A Process

CRM

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