CRM stands for customer relationship management. It involves strategically using information, processes, technology, and people to manage customer relationships across their entire lifecycle. The key components of a successful CRM program are collecting customer information, implementing customer-centered processes, utilizing technology like software and databases, and training people through change management. An effective CRM tracks customer data and interactions, provides universal access to information, and facilitates positive customer practices. Common challenges to implementing CRM include high costs, insufficient focus on objectives, lack of resources, inappropriate metrics, and prioritizing business needs over customer needs.

1. By :- Priyanka Banerjee Amity International Business School, Noida; Batch: 2011-2013

2. Definition:- “ CRM is the strategic use of information, processes, technology and people to manage the customers relationship with your company (marketing, sales, services and support) across the whole customer Life Cycle.” By – Ms. Judhit W Kincaid, Director, CRM services, Hewlett Packard