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Another session with students is behind us as part of our partnership with the Faculty of Management at the University of Warsaw. This time, we tackled a topic that inevitably emerges in every growing company: CRM.
We talked about what CRM really is - a shared organizational memory of customer relationships. We showed how marketers, account managers, managers, and executives all work within the same system, viewing the same data from different perspectives (360° view).
We presented the sales pipeline, walked through the journey of a lead from first contact to a closed deal (MQL → SQL), and explained why, without a shared definition of a qualified lead, marketing and sales will always be misaligned.
A significant part of the session was dedicated to hands-on exercises. In Zoho CRM, students could see how the platform’s flexibility allows the system to adapt to real business processes - not the other way around.
We concluded with a question that almost always sparks lively discussion: who should be the “owner” of CRM within an organization?
We believe that effective technological transformation starts with understanding business challenges and requires a combination of strategic thinking and proven technology. We’re always open to sharing our experience in optimizing processes within the Zoho ecosystem.
