CRM stands for “customer relationship management,” a type of software that helps businesses manage, track and organize their relationships with customers. A CRM can help you store customer data such as user behavior, how long a customer has been with your business, purchase records, and notes on sales interactions, which you can use to optimize your sales and marketing processes and improve customer service across your organization.
“CRM … is a group of tools, technology and techniques used to help sales and marketing professionals understand their customers better,” said Bryan Philips, head of marketing at In Motion Marketing.
CRM software works by tracking the behavior and actions of your current or potential customers through your business’s website, social media, or email marketing campaigns and then guides the customer through the sales or buying funnel by sending a triggered email or alerting a sales representative of the customer’s interest.