Customer management - Technology
CRM
(Customer Relationship Management)
Software for managing customers, prospects, sales activity and interactions
What's it for?
Keeps customer information and interactions together so sales, service and marketing can work from the same picture.
For example…
A sales rep logs a call in the CRM; support later sees that context when the customer rings about an order
A salesperson opens the CRM before calling a customer and sees recent emails, open opportunities and the last support issue
Think of it like…
Shared address book with a diary attached—who you know, what you promised, and what happened last