CRM stands for Customer Relationship Management. This is an integrated system of managing data which is used to schedule, plan, and control both the post-sale and the pre-sale activities engaged in by a marketing agent or an organization. CRM’s objective is to improve long-term profits and growth of a company. Call center activity, field support, indirect and direct sales, and marketing efforts are all covered by CRM.
It is believed that CRM systems provide more accurate feedback and better-focused data concerning the aforementioned areas.
The first component of CRM that was ever made available was SFA, or sales force automation. Automated field service, call center activity, and SFA were all running down parallel tracks during most of the 1990s and late in that decade all of those began to merge with marketing plans to finally coalesce into CRM.
So. CRM is actually not a technology and not something tangible at all. During the dot-com era, many people began to think of CRM as a technology in its own right. There are those who have implemented CRM technology just because they are technophiles or think that any new technology can in and of itself...
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