One thing I think a lot of the Church specific solutions create is a Contact Manager and think they've created a true Customer Relationship Manager.
Basically a CM is a glorified shared address book with the potential to enter notes in one field and/or attach multiple text notes (of one or more types - i.e. prayer requests, group membership, etc) to a person and give them some type of status. It ends up being a pretty manual process.
A CRM actually enables and documents an entire workflow, and includes the actual associated communication if electronic and attaches it to the customer record to more easily tack issues and follow up. A lot of CRM software is targeted at sales people so there are pipelines and status changes and analytics built-in.
We are definitely looking for more CRM functionality and less straight/simple CM.
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