Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.[1]
CRM systems compile data from a range of different communication channels, including a company's website, telephone (which many software come with a softphone), email, live chat, marketing materials and more recently, social media.[2] They allow businesses to learn more about their target audiences and how to better cater to their needs, thus retaining customers and driving sales growth.[3] CRM may be used with past, present or potential customers. The concepts, procedures, and rules that a corporation follows when communicating with its consumers are referred to as CRM. This complete connection covers direct contact with customers, such as sales and service-related operations, forecasting, and the analysis of consumer patterns and behaviors, from the perspective of the company.[4] According to Gartner, the global CRM market size is estimated at $69 billion in 2020.[5][6]
^Anshari, Muhammad; Almunawar, Mohammad Nabil; Lim, Syamimi Ariff; Al-Mudimigh, Abdullah (1 July 2019). "Customer relationship management and big data enabled: Personalization & customization of services". Applied Computing and Informatics. 15 (2): 94–101. doi:10.1016/j.aci.2018.05.004. ISSN 2210-8327. S2CID 67296369.
^Shaw, Robert (1991). Computer-Aided Marketing & Selling. Butterworth Heinemann. ISBN 978-0-7506-1707-9.
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