All about Customer Relationship Management [CRM] and its implementation within a call centre environment
Customer relationship management (CRM) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.
CRM systems compile customer data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials, and more recently, social media.
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