Stands for Customer Relationship Management. An approach to handling communication between a company and its potential customers. CRM software that stores information about the history of relations with customers to optimize marketing and improve customer service.
|1970s - concept, 1993 - first CRM system
|Kate and Robert Kestnbaum, Pat Sullivan, Mike Muhney, Tom Siebel and others
|Proofpoint Inc., Electrolux, Restaurant Technologies
CRM is an important component of business strategy, since customer satisfaction directly affect a company’s success.