Knowra Customer relationship management Customer relationship management Customer relationship management (CRM) is the practices and systems organizations use to manage interactions with current and prospective customers and support lasting relationships.
Customer data platform : Software that combines customer data from multiple sources to create unified, persistent customer profiles. A unified profile can give CRM teams a shared view of customer activity across channels.
Lead generation : The process of identifying and attracting people who may become customers. CRM systems capture and organize prospects generated by campaigns and other channels.
Customer data management : The practices and technologies used to collect, organize, maintain, and govern customer data. CRM depends on accurate, usable customer information across teams and systems.
Enterprise resource planning : Integrated software for managing an organization's core processes, such as finance, procurement, and operations. ERP centers on internal resources and transactions, while CRM centers on customer relationships.
Customer experience : A customer's perceptions and responses arising from interactions with an organization. Coordinated CRM activity can shape how consistent and responsive those interactions feel.
Sales force automation : Software that automates and organizes sales tasks, leads, opportunities, and customer records. It handles the sales workflows that form one major part of many CRM systems.
Lead scoring : The assignment of scores to prospective customers based on their fit or observed behavior. Sales teams use CRM data to prioritize prospects most likely to convert.
Master data management : The processes and tools for maintaining consistent core data across an organization's systems. It can reduce conflicting customer records that undermine CRM coordination.
Customer experience management : The practices and systems used to design and improve customers' experiences across interactions with an organization. CRM manages customer information and workflows; customer experience management addresses the broader experience.
Data privacy : The rights, rules, and practices governing the collection and use of personal information. Centralizing customer records increases the importance of appropriate access and use.
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