CRM = Customer Relationship Management
CRM involves a series of elements surrounding the interaction between a customer and a company, both in sales and services scenarios. It relates to the entire relationship journey with a customer; directly and indirectly with regards to their overall experience.
CRM comprises of recording the communications that take place between a company and a customer – problems, resolutions, queries, personal details and any other significant data. As well as managing current customers and keeping them happy, it’s about targeting and relating to potential customers.
There are a bunch of CRM systems on the market which allow companies to do various functions depending on the size and flow of their work. Many interfaces allow tracking systems which enable the recording of emails, phone calls, deals, leads, appointments, progress reports, and logging results of contact with the customer. In addition to this, some support integration with social media [Facebook, LinkedIn, Twitter etc.].