Customer Relationship Management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information. CRM refers to the principles, practices, and guidelines that an organization follows when interacting with its customers. A CRM system is a software system that helps business owners easily track all communications and nurture relationships with their leads and clients. Some key features of CRM include:

• Contact management: A CRM tool lets you store customer and prospect contact information in one central location.
• Sales management: A CRM system helps companies identify sales opportunities and streamline sales processes.
• Marketing automation: CRM systems for eCommerce focus on marketing automation tasks, like cart rescue, re-engage users with email, personalization.
• Workflow automation: CRM systems help businesses optimize processes by streamlining mundane workloads, enabling employees to focus on creative and more high-level tasks.
• Lead management: Sales leads can be tracked through CRM, enabling sales teams to input, track and analyze data for leads in one place.
• Human resource management (HRM): CRM systems help track employee information, such as contact information, performance reviews, and benefits within a company.
• Analytics: Analytics in CRM help create better customer satisfaction rates by analyzing user data and helping create targeted marketing campaigns.

A CRM system is used to store and track customer data and interactions. Different groups access the CRM within an organization for various reasons. Sales might look at the type of company or previous orders, while marketing might be more interested in the CTR of different marketing campaigns targeted toward the client. A CRM automates many mundane tasks such as data entry, cross-department communication, and tracking customer interactions.