Ten years ago, there were a few dozen CRM Systems available from ACT (for Small Businesses) to Siebel (for Large Enterprises). In the past, you bought the software once, paid for the implementation and then paid an annual support fee…forever.
Today, there are hundreds of CRM Solutions for all size businesses – from a one-person company Small Office (or Home Office) to tens of thousands of employees in a Fortune 100 company. Now all the leading CRM Solutions are built with Cloud and Mobile Technology (or they’re rewriting their old CRM software using the new technology). You typically pay an implementation fee and an on-going monthly fee per user per month…. forever.
Many business people are very confused about what CRM is and how to best use it. So let’s review a brief definition of CMR according to Wikipedia:
Customer Relationship Management (CRM) is a system for managing a company’s interactions with current and future customers. It involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support.
Since there are so many solutions and so many vendors that use the “CRM” definition in so many ways, we decided to help summarize the different levels of CRM in Business.
There are five typical levels of CRM in business today. Which level is your company?