---
title: Sales CRM
description: Sales CRM is the part of the CRM solution that manages the commercial side of the customer relationship, from initial opportunity through to a fulfilled order and ongoing contract.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-relationship-management/crm-about-som-in-crm.html
release: australia
topic_type: concept
last_updated: "2026-04-28"
reading_time_minutes: 1
breadcrumb: [About CRM, Customer Relationship Management]
---

# Sales CRM

Sales CRM is the part of the CRM solution that manages the commercial side of the customer relationship, from initial opportunity through to a fulfilled order and ongoing contract.

## Role of Sales CRM in CRM

Sales CRM closes the gap between sales, fulfillment, and service by bringing them onto the same platform. A service agent handling a billing dispute can see the original order and its history. A fulfillment team responding to a change request can act without waiting for information to be passed manually. When a customer's contract approaches renewal, the sales team is notified automatically.

Sales CRM manages the lead-to-cash lifecycle through applications covering lead and opportunity management, CPQ, order capture, order fulfillment and operations, and post-sales contract management.

## Sales CRM across the CRM portfolio

|Connection|Sales CRM role|CSM / FSM role|
|----------|--------------|--------------|
|Order case management|Creates order cases when issues arise with an order, such as quantity changes, delivery updates, or billing discrepancies.|CSM provides the case management framework that Sales CRM extends for order-related issues. Service agents handle order cases in CRM Workspace.|
|Shared customer data|Order, contract, and entitlement data created in Sales CRM is available to service agents without manual synchronization.|CSM maintains the shared customer data model. Agents can see what the customer has ordered and what they are entitled to.|
|Field service fulfillment|Triggers work order creation in FSM for order types that require on-site installation or configuration.|FSM receives work orders from Sales CRM fulfillment workflows and dispatches technicians to complete the required on-site tasks.|