"A CRM solution helps you focus on your organization’s relationships with individual people — including customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship." - - SalesForce
To start with, CRM is a list of Contacts; your primarily your Customers, the people who you want to bring you deals and revenue. Commonly a contacts list also includes Vendors, Business contacts, and anyone else you need to track.
Second, a CRM is a schedule. Who do you need to contact today, and what do you need to do with them.
CRM involves a Task list - what tasks need doing, and how important are they. Complete books are written on task management, because tasks can bury us. Tasks can get in the way of income. A good task list helps you track what needs to be done, and stay clear of time wasting tasks.
Does CRM mean "Cloud"? Absolutely not! No aspect of customer management requires the database be stored outside your office. Having your data local means faster access, easier access and the security of knowing that your competitors cannot mine your database.
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