Customer Relation Management
Customer relationship management (CRM) is a term applied to processes implemented by a company to handle its contact with its customers. CRM systems support these processes, helping to gather, organize and store information about current and prospective customers. Information in the system can be accessed and entered by employees in different departments, such as sales, marketing, customer service, professional development, human resource development, and compensation.
Details regarding customer interactions can also be stored in the system, along with action plans and checklists to help structure, prioritize and drive timely follow up. The rationale behind this approach is that it improves services provided directly to customers and maximizes the effectiveness of your people.