Note: These models (diagrams) are intended as sketches (patterns) to get you started quickly. You should refine, customize, and expand these patterns based on your specific needs.

General Information:

CRMs are consolidation and integration of three major business activities:

Marketing

Sales

Customer service

Good CRM systems are integrated around a common customer database that includes all customer related information (marketing info, sales so far, any customer service requests, customer feedback - good as well as bad).

The following information models represent different aspects of CRMs for SMBs. These can be extended if needed.

CRM Use Case - Simplified View

CRM Class Diagram - Simplified View

CRM SSD - Simplified View