“Customer Relationship Management or CRM is a process of end to end management of existing customers or potential customers. The CRM process starts right from generating leads through marketing campaigns to providing the customers with support with respect to the products or services offered. CRM is management of customer lifecycle. It is an approach which uses customer’s past data to analyze with the view of making improvements in business. Main aim of customer relationship management is retaining customers. CRM helps companies to streamline their processes and improve profitability.
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