Marketing Dictionary
Customer Relationship Management (CRM)
Definition
Technology for managing all your company's relationships and interactions with customers and potential customers.
Deep Dive
Customer Relationship Management (CRM) refers to the technology and strategies companies use to manage and analyze customer interactions and data throughout the customer lifecycle. More than just a software tool, CRM is a comprehensive approach designed to improve business relationships with current and potential customers. A CRM system centralizes customer data from various touchpoints—including websites, phone calls, email, social media, and live chat—into a single, accessible database, enabling sales, marketing, and customer service teams to work cohesively and efficiently.
Examples & Use Cases
- 1A sales team uses Salesforce CRM to track leads, manage opportunities, log communications, and schedule follow-ups with potential clients.
- 2A small business uses HubSpot CRM to store customer contact information, send automated marketing emails, and manage customer service inquiries through a ticketing system.
Related Terms
Sales AutomationMarketing AutomationLead Management