I am sure you have all heard of the term, CRM which stands for Customer Service Management. CRM systems have been around for the last two decades have taken on all shapes (sales focused, customer service focused), sizes (small teams and enterprises) and technology approaches (local installations and cloud services). They generally have five major functions – lead management, opportunity management, account management, document management and reports/analytics. For the most part this hasn’t really changed, only the processes and approaches to convert those at the beginning of the pipeline as a prospect to the end of the pipeline where they become a customer. Sur

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