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CRM is Customer Relationship Management. It is a business process that CRM software assists in. CRM software enables you to have a central record of all events (mails, etc) involving a customer and enables analysis so you can serve your customer better (or more efficiently). CRM software also assists with workflow and compliance with your business practices.
Outlook(R) is an extremely good personal contact manager, but it is not CRM. The simple decider is “Can you look quickly and see every email (to and from), letter, phone call and meeting with that customer, regardless of who (in your firm) wrote that email, or met with the customer?” With Outlook, you can only see the things that you have done, and you have no idea of any customers interactions with anyone else in your firm (of course, your customer will know – meaning they have a better knowledge of your firms relationship with them than you do).
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