Contact Management Solutions and Customer Relationship Management Solutions are two solutions which help organizations to gain better control over customer information and processes. CRM solutions allow companies to automate sales processes, gain better control over sales opportunities and centralize contact information at a single location. CRM on the other hand are process workflow driven solutions, have multiple modules including customer service management module. Lack of standard definition of a CM and CRM have many organizations in a tizzy as to which solution will meet their needs in the most apt manner.
A contact management solution manages
– Notes and History
A CRM Solution is a workflow driven system that would integrate multiple departments of Sales, Marketing and Customer Service. Also a CRM solution has greater customization features and can integrate with ERP applications to give the organization a 360 degree view of the company operations.
An organization which has sales teams and wants to manage client relationships, track sales leads and opportunities, follows a simple sales process can opt for a Contact Management Solution. If an organization has multiple departments of Sales, Marketing and Customer Service and have a complex sales process and organizational hierarchy should opt for a CRM solution.
Also if requirement such as advance integration (quotes, order, inventory), customizations and back office integrations are important an organization should opt for a CRM solution. Also the nature of relationship determines which solution which solution will be an ideal fit. For instance:
a) One individual selling to a single job role example insurance agents and brokers- CM Solution
b) One individual selling to multiple job roles- CM solution
c) Multiple individuals like Sales, Marketing and Customer Service interacting with single job role
d) Multiple individual interacting with multiple job roles which requires inter departmental knowledge sharing and collaboration.
Finally budget to spend on a solution will also determine the choice. A full blown CRM solution will be expensive as compared to a contact management solution. An organization can choose to start with a contact management solution and later on migrate to a CRM solution.
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