What is Product?

The product is the job a tool does rather than the label it sells under. A CRM keeps customer records, notes and sales follow-ups in one place. A help desk receives support questions, routes them to agents and tracks replies. A single product can do both jobs at once, which is often the reason to pay one vendor instead of two. Account Desk is a help desk. 7C and ActiveCampaign are CRMs. ANS and Axonaut cover both, so a support team that also needs a customer record can keep one system in place instead of running a separate help desk and CRM side by side. That single system also means one bill and one set of permissions to manage.