CRM has always encompassed so much more than just sales management

CRM Projects Are Always More Than Just CRM

Ask yourself, "When was the last time your CRM project was about just traditional sales management?"  I have been implementing CRM for near 20 years now and I can count on one hand the number of projects I have done that were about traditional sales management.  There is always some component that involves customer management, but rarely a component of traditional sales management.

What Are The Boundaries Of CRM?

There are defined areas within organizations with well established software systems that are not CRM.  An example of this is accounting software for the accounting department.  Another example would be a content management system maintaining a company website; and, CRM is not a document management system with all the nuances of document management that we have all come to expect today.

But CRM Does Creep Into Other Traditional Software Arenas

CRM has definitely travelled a far distance from the traditional sales force management systems that they were originally meant to be.  I often find CRM systems replacing HR systems because of the flexibility they offer in configuration.  And, I have built CRM systems that are stakeholder management systems for mining companies, configuration systems for home improvement companies, legal project tracking for law firms, membership management systems for associations, foreign exchange management systems for the banking industry, and the list just goes on, and on, and on ...

What Departments Could You See Realizing Efficiencies With CRM?