Customer relationship management refers to the best practices, strategies, and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle. CRM is a heavily automated solution for all aspects of the customer journey. And by improving the customer experience, organizations that invest in CRM are seeing extremely positive results. CRM systems are designed to compile information on customers 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, marketing materials, and social media. CRM systems can also give customer-facing staff detailed information on customers' personal information, purchase history, buying preferences, and concerns.
CRM software consolidates customer information and documents into a single CRM database so business users can more easily access and manage it. Broadly, CRM most often refers to the specific tools, usually a web application or software, that allow organizations to focus their attention on individual customers and associates. The 'i' in CRMi indicates how our systems integrate with a user's CRM system.