Customer Relationship Management (CRM)

Overview

ServiceNow's move up the front office: beyond service (CSM) into sales and order fulfillment, unifying the customer lifecycle from lead to order to service on one platform. Closely tied to Order Management.

Modules in this family

• Sales and Order Management - leads, opportunities, quotes, and orders (see Order Management)
• CSM Case Management - the service side of the customer relationship

(CRM here is largely an umbrella over CSM plus the sales/order capabilities detailed under Order Management.)