What is a "CRM"

A CRM is a "Customer Relationship Manager". It refers to any software that helps a business stay in touch with their client base, and any new leads that need chasing.

CRM software is a difficult solution for small businesses, especially if the workforce is often on the move, and office-based sales support staff thin on the ground. Most CRM packages fit into one of two categories: Ones that were originally designed for a single user and have been scaled up, and those that has been designed for very large organisations and scaled down.

Scaling up from a single user

Many small business that start with a single member of staff will have an address book that lives on one computer and may be synchronised via a cable to that persons phone. Or they may have bought a single user copy of one of the better known packages such as ACT or Goldmine.

Once the business grows past a single person, the problems of scaling start to show up. A single address book located on one person's computer no longer works as both the software and the network need to be able to share access