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They both do similar things, as in keeping track of a large number of customers in the system, scheduling when to follow up, and report on activity. But just like a pickup truck and a Corvette are both vehicles, the specialization of design makes a huge difference. CRM and help desk tools are both customized databases, they they're customized for different goals.

To me, help desk software takes issues, addresses those issues, then closes that customer contact. CRM systems help you stay in contact with your clients via tasks, to-do items, and usually direct mail marketing hooks built into the software. The "R" stands for Relationship, so CRM software helps you stay in touch with customers to make sure they stay your customers.

If that doesn't answer your question, let me know what other details you need.

Jonathan Rowley

Director, Dynamics CRM, Avanade UK

Posted on Jan. 18, 2010

Simple - Help desk software is a subset of CRM and is in it's self a Customer Relationship Management solution.

CRM generally has broader functionality available to provide Sales Automation i.e. road warrior support for Sales Teams.

Also CRM usually provides online and offline Marketing Automation on top of the service management aspects - which can be used in helpdesk management.

Microsofts case management solution for example provides a knowledge base, case queues, escalation and workflow as well as full interaction tracking in it's service module. This is provided alongside Sales and Marketing functions which if you only have a help desk function can remain switched off or deployed in other departments.

CRM is all about a 360 degree view of a customer. Help desk is at best 180 degrees, i.e. the after sales and support aspects.

Hope that helps.