Customer relationship management (CRM) is a widely-implemented strategy for managing a company鈥檚 interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes鈥攑rincipally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments.
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