A customer relationship management system (CRM) is a technology-based strategy used to manage all of an organization’s relationships and interactions with customers and potential customers. The goal is simple: improve business relationships. CRM systems compile customer data across different channels, or points of contact between the customer and the company, which could include the company’s website, telephone, live chat, direct mail marketing, marketing materials and social media. CRM systems can also give customer-facing staff detailed information on customers’ personal information, purchase history, buying preferences and concerns.
Customer Relationship Management System
A robust CRM system provides a central repository for customer information, accessible across various departments. This shared access facilitates streamlined communication and collaboration, enabling teams to work together effectively to address customer needs. Having a single source of truth for customer data eliminates data silos and ensures everyone is working with the most up-to-date information. This ultimately leads to improved customer satisfaction and loyalty.