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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