I recently noticed that one of the top search results in Google for CRM is Wikipedia.

Disregarding the Wikipedia story for a moment, the first paragraph states:
However, CRM is not a technology itself, but rather a holistic approach to an organisation’s philosophy, placing the emphasis firmly on the customer.

The part that I’m noting in particular is “placing the emphasis firmly on the customer”. How many CRM solutions actually have their emphasis on the customer? I’ve seen many CRM systems, particularly the cheaper ones focus on sales and not the customer. They are not the same thing, and I would say that customers are more important. If you have no customers, then you have no sales. Simple.

I think it would be beneficial for CRM designers to note that they have a special opportunity to help businesses focus in the right area for improved health of their business. I believe CRM systems should teach and help businesses streamline processes and improve customer service and general relationships.

CRM is not a sales tool, it’s a system that helps your business focus on the customer, where it should be.