I don’t any experience with CRMs, but I’ve had some discussions with a coworker about a skunk works project idea: mining our emails for “incidents” from our cli

I don’t any experience with CRMs, but I’ve had some discussions with a coworker about a skunk works project idea: mining our emails for “incidents” from our client’s representatives. Most of our emails falls into one bucket: sharing, or explaining some financial data. Once I a while there is an issue. Big issues flow up the chain of command. Small issues are knocked out. The question is, are these frequent but small issues indicative of a gap in our management. We don’t know what the other party is saying or thinking amongst themselves. There could be a simmering problem. I’m still trying to get my head around what the heck we could do about it. So I read this, “…reports that something happened — a thread was ingested, a company was created, an attendee is unknown — by writing a row to a queue. The agent leases that row and decides what it means.” I’m thinking, hmm. Yes. Something did happen. I want to know, what kind of something? how often does it happen? I start to get upset stomach thinking this could be used against me in a court of boss’s opinions. So my application is all skunk works. But is what I’m trying to understand “CRM” as you know it? Tangent of it?