Customer relationship management (CRM) is a system for managing a company’s interactions with current and future customers. It often involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support. Relationship management is a customer-oriented feature with service response based on customer input, one-to-one solutions to customers’ requirements, direct online communications with customer and customer service centers that help customers solve their issues. The typical goal of CRM in a customer contact center is to track, record, store in databases, and then determine the information in a way that increases customer relations (predominantly increased ARPU, and decreased CHURN).
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