Comment by deepsun

3 days ago

Thanks, just a note that by "CRM" people typically think of Sales (Salesforce, Hubspot etc), not Support (zendesks and freshdesks).

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deepsun

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jwr  2 days ago

Hmm… In my mind "CRM" is "Customer Relationship Management", and I use Fernand to manage relationships with my customers :-)

perch56  3 days ago

Ehm sorry but no. CRM stands for Customer Relationship Management so … a support ticket is, by definition, a customer relationship event.

Salesforce spending millions to conflate “CRM” with “sales pipeline” was just marketing.

Also, Zendesk calls itself a CRM. Freshdesk’s parent is literally named Freshworks CRM. Gartner and Forrester have always put support under the CRM umbrella.