CRM applications were initially developed to support the sales and customer support functions, although any touchpoint with a current, past, or potential customer, including marketing and field service, is relevant data for a CRM system. It is used in both business-to-business and business-to-consumer markets.
How do you know if your business needs a CRM solution?
indication that a business is ready for CRM usually comes in the form of something negative.
For example, your top-performing sales person leaves the company and takes all the contact information with him, leaving you in the dark.
while your customer service team is trying to help out an unhappy customer, your sales representative tries to upsell him, which makes him so mad that he doesn’t want to do business with you anymore.