Customer relationship management (CRM) is a term used to describe all activities, strategies, and tools used by a company to manage the way it interacts with its customer base. The right CRM strategy can help you build solid relationships with your customers and increase customer loyalty and retention. However, for it to work, your strategy must align with your sales and marketing plan as well as your customer service department. It also needs to take into account the four core areas of CRM: technology, strategy, processes, and people.
