Computing Dictionary
Customer Relationship Management definition
business (CRM, CIS, Customer Information Systems, Customer Interaction Software, TERM, Technology Enabled Relationship Manager) Enterprise-wide software applications that allow companies to manage every aspect of their relationship with a customer. The aim of these systems is to assist in building lasting customer relationships - to turn customer satisfaction into customer loyalty.
Customer information acquired from sales, marketing, customer service, and support is captured and stored in a centralised
database. The system may provide
data-mining facilities that support an
opportunity management system. It may also be integrated with other systems such as accounting and manufacturing for a truly enterprise-wide system with thousands of users.
(1999-08-20)
