CRM Confusion: The Double Definition of CRM
The acronym CRM is increasingly becoming a household name, or at the very least a well-known business term.
But what exactly is CRM these days?
To most, CRM has the fairly straight-forward definition it started with: Customer Relationship Management - the ability to track leads, prospects, customers, opportunities, sales, marketing, and customer service.
But CRM really has a double definition.
There is the common sales-oriented definition and then there is a newer additional definition for CRM referring to it as a platform, or "xRM". In the past few years the xRM approach to CRM has gained so much momentum that it often overshadows the traditional CRM definition.