What is Customer Relationship Management (CRM)?

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GlossarySystem

Customer Relationship Management (CRM)

Software that manages customer interactions, sales pipelines, marketing campaigns, and service operations. Major vendors include Salesforce, Microsoft Dynamics 365, and HubSpot.

Key Benchmarks

Sales productivity increase: 15-30%

Lead conversion: +20%

Customer retention: +27%

Related Terms

Enterprise Resource Planning (ERP)

Integrated software that manages core business processes — finance, HR, manufacturing, supply chain, procurement, and more. Major vendors include SAP S/4HANA, Oracle ERP Cloud, and Microsoft Dynamics 365.

Customer 360

A unified view of the customer combining data from CRM, ERP, marketing, support, and financial systems. Enables personalized service, accurate billing, and complete relationship visibility.

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