Traditionally, CRM systems have been most widely used by sales and marketing people with probably an emphasis on salespeople. Certainly, the same people will want to have SCRM in their business tool kit. However, whereas traditional CRM is more of a database with little to no interaction with your customers, SCRM is ALL about interaction with existing and prospective customers!

Furthermore, it is about interfacing with the other team members within your company, and make no mistake; people who work for your organization may be employees, but they are first and foremost your customer-satisfaction team! With this in mind, just about anybody within your organization can make good use of SCRM!

As a basic rule of thumb, if you have somebody who is expected to interact with a customer or a prospective customer, or if you have staff that work together with the common goal of exceeding customer expectations, then these people need to be connected together...