My favourite source for information and knowledge is wikipedia. While I constantly source information on my leisure activities, for once, I thought of checking out its entries on some of our areas of professional interests

The article on CRM starts like this

The generally accepted purpose of Customer Relationship Management (CRM) is to enable organizations to better serve their customers through the introduction of reliable processes and procedures for interacting with those customers.

Compare this with the definition given by Computer Desktop Encylopedia:

An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. CRM embraces all aspects of dealing with prospects and customers, including the call center, sales force, marketing, technical support and field service.

The difference between the two definitions is stark to say the least. Wikipedia, being an open community based project is prone to content which is to a certain extent opinionated. Throughout the article on CRM, there is a constant urge to treat “customer relationship management” as a business strategy and not an IT activity.

So what is the real definition of CRM – is it a technology solution or is it a strategy? Write in with your definitions.


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