This project has been funded with support from the European Commission. This web site and its contents reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

Erasmus +

Internationalization Glossary OER-CRAFTS

Home / Glossary

INTERNATIONALIZATION GLOSSARY

crafts
CRM (Customer Relationship Management)
ICT FOR INTERNATIONALIZATION

Customer Relationship Management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyse their interaction and data throughout the customers lifecycle. The end goal is to improve the business relationship with the customer, assisting in customer retention and driving the sales growth.
A CRM system is designed to collect all the information of customers across different channels, you can also create a clear overview of the contact points between the customer and the company. The different channels can include, the company’s website, telephone, direct mail, marketing materials and social media. A CRM system can also provide you with detailed information on customers’ personal information, purchase history, buying preferences and concerns.