What CRM Really Is

You have heard a lot about CRM, but what it really implies is not fully convincing.

What CRM really Is?

Let's simplify what CRM Really Is

Certainly, I understand that “what CRM really is” can be a complex concept with various interpretations.

At its core, Customer Relationship Management (CRM) is about building and maintaining strong connections with your existing customers. It involves understanding their needs, preferences, and behaviors, and using this knowledge to enhance their experience with your products or services.

The ultimate aim is to cultivate loyalty and drive more value from your customer base. CRM strategies often leverage technology to streamline processes and improve interactions, all with the overarching goal of increasing profitability for the business.

what CRM

CRM is not solely about software; it's a fundamental aspect of business that goes beyond technological tools. While CRM software is a crucial enabler, the essence of CRM is in managing relationships with customers, understanding their needs, and enhancing their overall experience.

why CRM

The core purpose of businesses is to serve their customers, making the development and maintenance of good relationships with clientele paramount. What really CRM is for business? It is the strategic approach that aligns business activities with this ultimate goal, aiming to create satisfied and loyal customers.


Organizations with a clear mission (way them exists) are better positioned to leverage a CRM strategy effectively. The impact of CRM extends beyond software implementation; it influences the organizational culture. A customer-centric culture is vital for successful CRM implementation.

when CRM

The importance of designing a customer experience that includes both human and machine interactions is emphasized from the very beginning of a business. This highlights that CRM really is not a one-time initiative, but an ongoing effort to shape positive interactions throughout the customer journey.

Customer Relationship Management for Medium and Small Enterprises presents a dynamic visual encapsulating the essence of effective customer engagement in smaller business environments.

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Master CRM Strategy

When relationships are successful is because they are carefully designed before.

Design is about what can happen and how, understand expectations and set the correct stages and milestones.


Sales process management

Starting from the very needs of your business, designing sales processes into CRM.

Service management

Starting from the very need of users and customers, leverage help as a business differentiation

CRM and Multichannel Communication.

Multichannel Communication

Engage with audiences anytime by tailored messages at any time and fostering a seamless and satisfying experience across different channels.

CRM,Analysis, Reporting And Forecasting

Analysis, reporting and Forecasting

Decision Making support by real time, qualitative, first hand data. This approach ensures that strategies are optimized and market changes are anticipated, supporting effective and proactive business management.

Sales Process Management.

Sales Process management

Reporting is paramount to measure performance. Analyzing crucial metrics allows teams to pinpoint strengths and areas for improvement, fostering data-driven adjustments that enhance overall sales efficiency and success.

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CRM As Is Analysis

In the context of Customer Relationship Management (CRM), conducting an “As Is” analysis is fundamental for understanding the existing processes and workflows within an organization.

This process enables the identification of specific areas within customer interactions and data management that could benefit from efficiency enhancements. By leveraging these insights, CRM systems can be strategically tailored to align with the organization’s objectives, ensuring a seamless integration that optimizes customer relationship management.

This objective-driven approach allows businesses to develop a CRM strategy that not only fits their existing workflows but also opens avenues for targeted improvements.

First time it did in 2002 and you may think: “ok that’s old”, then another report was published in 2018, not that long ago. “In 2017, CIO magazine reported that around one-third of all customer relationship management (CRM) projects fail. That was actually an average of a dozen analyst reports. The numbers ranged from 18% to 69%. Those failures can mean a lot of things — over-budget, data integrity issues, technology limitations, and so forth. But in my work with clients, when I ask executives if the CRM system is helping their business to grow, the failure rate is closer to 90%.”