Customer Relationship Management: Definition, Examples


Customer Relationship Management (CRM) is a technology tool or strategy designed to improve interactions with customers and maximize profitability. It facilitates the collection, analysis, and use of customer information to foster loyalty and enhance customer service. This system can also streamline processes, manage the sales pipeline, and offer valuable insights about customer behavior.


The phonetics of the keyword “Customer Relationship Management” would be: KUH-stuh-mer rih-LAY-shun-ship muhn-IJ-muhnt.

Key Takeaways

<ol> <li>Improves Customer Relationship: CRM is a valuable tool for maintaining and enhancing the relationship with existing as well as prospective customers by providing an organized overview of customer information and interaction. This enables businesses to easily connect with their clients, address their needs effectively and avoid any possible service delay.</li> <li>Enhances Business Performance: Utilizing CRM tools can significantly improve a business’s performance by streamically their sales processes, marketing efforts, and customer service, ultimately helping in revenue increment. Additionally, through actionable data insights, businesses can make smarter decisions to drive growth.</li> <li>Evaluates Customer Behavior: CRM systems are equipped with essential features that offer insights into customer behavior. These insights help businesses to individually target customers with personalization, recommend products and services, and make predictions about future behaviors, thereby promoting long-term customer engagement.</li></ol>


Customer Relationship Management (CRM) is a crucial technology term because it represents a business strategy designed to improve interaction with customers, drive customer loyalty, and increase revenue. It involves using data analysis tools to compile information about customers gathered through various channels like company’s website, telephone, live chat, direct mail, marketing materials, and social media. This information helps in understanding and segmenting customers, allowing businesses to deliver personalized and effective service, target marketing efforts more accurately, manage sales, and streamline business operations. Moreover, it offers insights into customer behavior and preferences, providing vital strategic data and helping businesses maintain a long-term relationship with their customers, which ultimately drives sustained business growth.


Customer Relationship Management (CRM) is primarily utilized to streamline a company’s interaction with its customers and potential customers. It is a technology that ensures competently managing relationships and improving business relationships. The primary purpose of CRM is to facilitate better customer service, aid in customer retention, and promote sales growth. It gives a 360-degree view of customers, which enables personalized and responsive interactions with the customers.CRM tools are used to gather and manage customer data, track customer interactions, and analyze customer behavior. This enables companies to understand more about their customers’ preferences and behaviors, thereby allowing them to tailor their services and marketing strategies to better meet the needs of their customers. By using CRM, businesses can build and maintain relationships with their customers, improve customer loyalty, and increase profitability by focusing on targeted marketing and excellent customer service.


1. Salesforce: Salesforce is a leading CRM platform. It builds a comprehensive profile of your customers by tracking all interactions they have with your business, such as phone calls, emails, social media engagements, and website visits. This information can then be used to streamline and enhance your sales, service, and marketing efforts. It also offers a variety of analytical tools and the ability to create custom marketing campaigns.2. HubSpot: HubSpot not only tracks customer interactions but also helps businesses attract new customers through various marketing tools such as email marketing, content creation, and social media promotion. It also offers sales tools to streamline the handling of deals and managing of pipelines, as well as service tools to enhance customer service efforts and increase customer retention.3. Zoho CRM: Zoho CRM offers features like lead and contact management, sales pipeline management, and purchase control. It allows businesses to track website visits and the effectiveness of social media advertising, as well as automate routine business activities like follow-ups, task assignments, and email marketing campaigns. Zoho CRM also provides predictive AI that offers insights on trends, anomalies, and customer behavior patterns.

Frequently Asked Questions(FAQ)

Sure, here are some frequently asked questions and answers about Customer Relationship Management:Q1: What is Customer Relationship Management (CRM)?A1: Customer Relationship Management, or CRM, is a strategy for managing a company’s interaction with its customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Q2: How does a CRM system work?A2: CRM system works by collecting customers’ data from various channels, such as company’s website, telephone, email, live chat, social media, and more. It helps businesses analyze customer interactions and data throughout the customer lifecycle to improve customer service, customer retention, and increase sales.Q3: Why is CRM important for businesses?A3: CRM is crucial for businesses because it helps them build and maintain relationships with their customers. It also enables businesses to manage customer data, customer interaction, access business information, automate sales, track leads, contracts, marketing, customer support, and manage employee, vendor and partner relationships.Q4: What are the types of CRM?A4: There are three main types of CRM: Operational CRM which streamlines the business process that includes sales automation, marketing automation and service automation; Analytical CRM which analyzes customer data for a variety of purposes; and Collaborative CRM which improves the services offered by the companies and increases the smoothness in customer interaction.Q5: What are some examples of CRM software?A5: Some examples of CRM software include Salesforce, Hubspot, ZohoCRM, Microsoft Dynamics, and Oracle CRM.Q6: Are CRM systems expensive?A6: The cost of CRM systems can vary widely depending on the functionalities and services offered, the number of users, and the deployment model (on-premise vs. cloud-based). There are low-cost, even free options available for small businesses, but larger enterprises may require more complex and costly solutions.Q7: Is CRM only suitable for large enterprises?A7: No, businesses of all sizes can leverage CRM to improve their customer relationships. Many CRM providers offer scalable solutions that cater to the different needs of small, mid-sized, and large businesses.Q8: Can I integrate a CRM system with other business systems?A8: Yes, many CRM systems have capabilities to integrate with other systems such as email marketing tools, social media platforms, and analytical tools. This allows for easier data sharing and can improve efficiency in your business processes. Q9: How can CRM help improve sales?A9: CRM can improve sales through efficient contact and sales management. It can help identify potential leads, nurture them into prospects, and convert them into customers. It also provides improved cross-selling and up-selling opportunities.Q10: How does CRM improve customer service?A10: CRM systems provide detailed information on customers’ buying habits, preferences and interactions with your company, allowing customer service reps to provide personalized and efficient service, and quickly resolve any issues or complaints.

Related Finance Terms

  • Contact Management
  • Sales Force Automation (SFA)
  • Lead Management
  • Customer Interaction
  • Campaign Management

Sources for More Information


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