CRM
Customer relationship management is a field focused on customer service and understanding customer needs through information tools. It includes methodologies and software that help an organization manage customer relationships: acquisition, retention, and customer base development.
On this page
Source content checked . English translation published 2026-10-27.
In business automation
In automation, the CRM serves as a shared place for customer data, inquiries, and responsibility for follow-up. Its value is not just storing a name and phone number, but making it possible to see what has already been done and what needs to happen next.
Examples
These examples illustrate a possible workflow. Adapt the connections and rules to your own systems.
Business process example
A website inquiry arrives with the campaign source and requested service. A salesperson is assigned, a call task is created, and the status is updated after follow-up. If the customer already exists, the activity is added to the correct record.
Relevant tools
- HubSpot
- Manage contacts and deals and connect them to workflows, subject to account permissions and capabilities.
What to check
- Decide in advance what counts as a contact, company, and deal. Mixing them creates duplicates and misleading reports.