Customer relationship management (CRM) is a strategy for managing interactions with customers and potential customers. It involves using technology to track, organize, and analyze customer data, with the goal of improving customer relationships and driving sales. CRM systems can help businesses manage customer relationships across multiple channels, including phone, email, social media, and web chat.
CRM is important because it helps businesses understand their customers better. By tracking customer interactions, businesses can identify customer needs and preferences. This information can be used to personalize marketing campaigns, improve customer service, and develop new products and services. CRM can also help businesses increase sales by identifying opportunities to upsell and cross-sell products and services to existing customers.