The “Holy Grail” of CRM has always been “a single view of all customer-related information”. However much of the communication with customers is voice communication and typically this has been very difficult to record and share with other staff members. However all of that is now changing with the advent of Voice over IP (VoIP) services, in particular Skype (www.skype.com).

This document should assist you in answering the following typical questions that are asked:

• How can I share voice, chat and SMS conversations that I have with customers with other staff members in the company so that they are also aware of client-related communication?
  
  
• How can I link these conversations to the relevant contact(s), company and/or opportunity?