Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer data and interactions throughout their lifecycle. The goal is to improve customer service relationships and foster customer loyalty and drive sales growth. CRM systems collect customer data across different channels, or points of contact, between the customer and the company, which could include the company website, telephone, live chat, direct mail, marketing materials and social media. . CRM systems can also provide customer service staff members with detailed information about customers’ personal information, purchase history, purchase preferences, and concerns.
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