Customer Relationship Management (CRM) software systems are designed to automate and integrate service and other functions within an organization. Among other things, CRM systems can perform the following functions:

• • Capture contact information
  • Track suppliers and vendors
  • Develop e-mail/direct-mail lists
  • Generate event-related invoices and track payments
  • Some CRM systems can also integrate with social media sites like Facebook, Google Plus, and LinkedIn to track opinions and feedback on experiences about the organization, products, and services and then communicate with those consumers.
• Below is an infographic of customer service evolution:

• What are the pros and cons of both management systems listed above?

The Evolution of Customer Service THE PAST THE FUTURE Technology Makes Experience Worse Technology Makes Experience Better Open 9-5 x 5 24/7 Open 24x7 Company is in control of where interaction happens Customer is in control of where interaction happens Customer Repeats Information On Every Channel Company Knows Information From Every Channel Call Center Volume Is High Mobile Messaging Volume Is High Customer Finds Content Content Finds Customer Customer Fixes Product Product Fixes Product Agent Works In Ten Systems Agent Works Through One System Customer Service Has No Budget Customer Service Gets Marketing's Budget BLAKEMORGAN www.blakemichellemorgan.com