Customer Relationship Management

Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the  customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and driving sales growth. This module compiles customer data across different channels, or points of contact between the customer and the company, which could include the company’s website, telephone, live chat, direct mail and marketing materials. It also gives detailed information on customers’ personal information (both existing and prospective), purchase history, buying preferences and concerns.