WTF is 'A CRM'?

'A CRM' - there is no such thing!

We run an agency specialising in CRM, so it should come as no surprise that I have conversations about CRM multiple times per day.

But what might surprise you, is that 95% of the conversations I have require clarity around what ‘a CRM’ means to an individual or a business and what area of CRM they actually need help with.

Because Customer Relationship Management (CRM) - is an approach.

It's how you manage the relationships you have with your customers through a mix of:

- A CRM Strategy
- A CRM Process
- A CRM Team
- A CRM Platform

CRM is not a piece of technology.