Customer relationship management (CRM) refers to the principles, practices and guidelines that an organization follows when interacting with its customers. From the organization's point of view, this entire relationship encompasses direct interactions with customers, such as sales and service-related processes, and forecasting and analysis of customer trends and behaviors. Ultimately, CRM serves to enhance the customer's overall experience.
Read more: Customer Relationship Management - CRM Definition | Investopedia http://www.investopedia.com/terms/c/customer_relation_management.asp#ixzz4LQCvkj5K
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