What does customer relationship management (CRM) focus on?

Customer relationship management (CRM) focuses on managing interactions with customers, which is essential for building long-term relationships and enhancing customer satisfaction. The primary goal of CRM systems is to gather, analyze, and utilize customer information to improve service, personalize communication, and address customer needs effectively. By managing customer interactions, businesses can better understand their customers' preferences, track purchasing behaviors, and respond to inquiries or concerns in a timely manner.

This focus on customer interactions helps companies foster loyalty, increase retention rates, and ultimately drive sales growth. CRM systems often include tools for tracking customer communications, sales opportunities, and feedback, contributing to a more streamlined and informed approach to managing customer relationships.