CRM – Customer Relationship Management
(CRM) is a set of software components that work together to form a system used to manage customer relationships. CRM is not a single out-of-the-box solution but rather a set of solutions which include customer data platform (CDP), marketing cloud, ecommerce cloud, service cloud, sales cloud, online, offline and 3rd-party data sources. All these feed into each other to give an always up-to-date customer 360 degree view.
All client data, including contact information, interactions with corporate representatives, purchases, service requests, assets, and quotes/proposals, is gathered, linked, and analyzed by a CRM system. Users can then access that data through the system to learn more about what transpired at each touchpoint. A thorough consumer profile and a strong customer relationship are created through this understanding.