Customer Relationship Management

The term CRM (customer relationship management) – refers to the set of strategies, practices, tools and/or technologies that a company utilizes to interact with its current and potential clients.


By submitting this form, you confirm that you agree to the storing and processing of your personal data by bpm'online as described in the Privacy Policy.

CRM`s final aim is to help a company make new business relationships and strengthen the existing ones, and it executes this by compiling and analyzing information gathered from the number of different channels such as emails, company's website, social media, phone conversations, live chat or any other points of interaction between the customers and the company.

In everyday business communication, customer relationship management most commonly refers to a CRM system, software that is used to consolidate the aforementioned data and unify it into a single centralized database. The system is also used for recording different interactions with clients, as well as for automating various administrative tasks and enabling the business owner or any supervisor to keep track of the employees’ performance.

Types of Customer Relationship Management Software

After describing what CRM is and what it can do, it might be worth mentioning that CRM systems are typically divided into three types depending on their functions: analytical, collaborative and operational. While most systems do include all three capabilities, usually one or two are their focus points, which is why you have to carefully define what functions you need before actually buying any software.




Common features