Peakline's customer details are scattered across books, spreadsheets and inboxes. The fix has a name: CRM.
What CRM means
CRM stands for customer relationship management. Salesforce describes it as one central place to store customer and prospect contact details, spot sales opportunities and record service issues.
A prospect is someone who might buy from you.
Words from this lesson
Tap a value to copy it
- CRM
- CustomerEmma and Hilltop Gym
- Prospect
Why Peakline needs one
Remember Peakline's mess:
- Jason's deals live in his spreadsheet.
- David's repairs live in his inbox.
- Sarah collects the numbers by email every Friday.
A CRM brings it all together into one shared record for each customer. When Hilltop Gym calls about a broken treadmill, anyone at Peakline can open one record and see the whole story: what they bought, every email and every repair. Sales, service and marketing teams all see the same history.
| Before | With a CRM |
|---|---|
| Customer details in many places | One shared record for each customer |
| Deals in one person's spreadsheet | Every deal visible to the team |
| Repairs in one person's inbox | Every service issue tracked |
CRM and Salesforce
Salesforce is a CRM. Today's CRM lives in the cloud, so Peakline's team can reach customer data from anywhere. Your job as the admin is to set it up so it fits the way Peakline works.
Recap
- CRM stands for customer relationship management.
- It's one central place for customers, prospects, deals and service issues.
- Everyone sees the same customer story.
- Salesforce is a cloud CRM.
Now you try
Think of a business you know. Where would a CRM help them most: sales, service or marketing? Tell us in the video's comments.