Anatomy of a CRM System

On CRM and CX

In my opinion this is one of the harder business-systems patterns to outline via and anatomy.

CRMs often focus more on static data with communications-related automation
CX often focus more on data automations, especially with content and partner services

Customer experience / Personalization

Commucations and outreach
Engagement (datetime, element, location)
Surveys, active feedback
Persona / Trait modeling, tagging, schema
Lifecycles
Compliance

Sales Ops

Work queues
Team metrics, performance
Permissioning, regionality
Compensation mertics
Data quality nudges
Contextual narrative, scripts, with commenting

Integrations / Automations

Synchronization admin (frequency, volumes, exclusions, permissioning)
Activity data
Marketplace partners
Integrators / services
First-party data admin, segmentation
Call center
Project management tooling
CMS

Dashboards and Reporting

Self-service data and queries
Visualization programming (D3, etc)
Embeddability
Work queues
Lifecycle congestion
Data quality
Per-customer journey timelines

Leads Modeling

Customizable model fields
Customizable screens
Relations between models
Scoring
Privacy
Channel preferences
Needs / promises

Generic

Common things that are usually provided, but need attention during administration

Data schema versioning for models
Data versioning and lineage. Rollbacks
Security integrations, monitoring
MDM
RBACs or permissioning for screens, models, fields, etc

References