Business systems are still too messy

The CRM should be at the heart of the customer journey.

I have an email provider, I might have a customer facing project management system, a customer support platform and tools to manage software product development.

Through many of these tools, the one common thread is a person.

That person could be a prospect that becomes a customer, that becomes a user.

That user is probably going to need support, and may offer feedback and request product enhancements or file bug reports.

As it stands today, it would not be unusual to have to create that person in three or or more disparate systems or services.

Generally it is safe to say the person's email address is going to be the common linking identifier.

It would be nice to have a CRM that I could use to provision a linked onboarding ('project management') platform if I win the work, and later after successful go-live, 'promote' that person into my support application (if that is in fact going to be their job).

And when looking at that person in the CRM, it would be wonderful to see all their interactions with us on a single timeline, across all these different engagement platforms.

Here’s hoping somebody will make this for me one day 🤞🏻

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This article was first posted on LinkedIn.