A system that keeps one record per customer or prospect: contact details, what they bought, and every call, email or message with them. Teams use it to see the full history before they reach out.
Example
Meera moves her customer notebook into a simple CRM. Now when a regular messages on WhatsApp, her staff can see she bought two kurtas in March and prefers cotton.
How you'll hear it
“Log the call in the CRM, otherwise the next person will ask her the same questions.”
Don't confuse it with
- CDP: pulls behaviour data from many sources into unified profiles mainly for marketing; a CRM is built around relationships and sales activity.
- Email list: just addresses and opt-in status, not the full relationship.
Related terms
Sources
- What Is CRM?, Mailchimp (Intuit)
- CDP vs. CRM: Key Differences, Mailchimp (Intuit)