CRM is a broad concept that goes way beyond shared access to your company's contacts. If you can answer the 4 W questions (who, where, when, why) + how for each

CRM is a broad concept that goes way beyond shared access to your company's contacts. If you can answer the 4 W questions (who, where, when, why) + how for each opened ticket and periodically use this data to reshape your internal processes, then you have reached an elementary CRM implementation level.