Customer Relationship Management (CRM)

CRM (Customer Relationship Management) refers to technology systems and strategies used to manage relationships and interactions with customers.

What is CRM (Customer Relationship Management)?

CRM (Customer Relationship Management) refers to technology systems and strategies used to manage relationships and interactions with customers and prospects.

CRM software consolidates tools for sales, marketing, and customer support into a shared platform for customer data, insights, and engagement.

Key capabilities include contact management, opportunity tracking, customer profiles, interaction history, analytics, workflow automation, and reporting.

Why CRM Matters in Customer Support

CRM is essential for support teams to deliver personalized, efficient service.

Having all customer information in one place provides agents with complete histories and context for each interaction.

Automated workflows and reminders enabled by CRM ensure consistent outreach at optimal times.

Powerful analytics provide insights to identify at-risk customers and emerging issues proactively.

Tracking interactions in CRM creates an always-updating knowledge base to foster continuous improvement.

Key Takeaways

  • CRM software consolidates customer data/insights into one place.
  • It equips agents with complete customer histories and context.
  • Workflows and analytics foster proactive, personalized engagement.
  • Interaction tracking creates a knowledge base for improvement.
  • CRM enables support teams to deliver efficient, tailored service.

Customer Relationship Management is the connective tissue linking sales, marketing, and support. For customer-facing teams, CRM is mission-critical to build relationships and loyalty through relevant, responsive engagements.