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Customer Relationship Management (CRM) is a term that refers to the practices, strategies, and technologies that businesses use to manage and analyze customer interactions and data throughout the customer lifecycle. The goal of CRM is to improve business relationships with customers, help retain customers, and drive sales growth.

CRM systems can be used to store and manage customer data, such as contact information, purchase history, and communication history. These systems can also provide tools for managing and tracking customer interactions, such as sales and marketing campaigns, customer service inquiries, and support requests. Some CRM systems may also include features such as analytics and reporting, which can help businesses to understand their customers better and make more informed business decisions. CRM systems can be implemented in a variety of ways, such as on-premises software, cloud-based software, or as a combination of both.

Some of the modules that may be included in a CRM system include:

  1. Contact management: This module can help businesses store and manage customer contact information, including names, addresses, phone numbers, and email addresses.
  2. Sales force automation: This module can support the management of sales processes, including the tracking of leads, opportunities, and customer accounts.
  3. Marketing automation: This module can help businesses manage and track marketing campaigns, including the creation of targeted lists and the analysis of campaign results.
  4. Customer service and support: This module can help businesses manage customer inquiries and support requests, including the tracking of customer interactions and the resolution of issues.
  5. Analytics and reporting: This module can generate reports on customer data and interactions, and provide analytics on business performance.
  6. Integration with other systems: This module can enable the integration of the CRM system with other business systems, such as accounting software and supply chain management systems.
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