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CRM  is the acronym  for  Customer Relationship  Management .  

You  can think of CRM as a software tools  to help you  with  marketing  and sales  from  converting a prospect into a lead,   a lead to  a  customer , a customer  to a  advocate that promotes your business  via   digital  and non digital  engagement. 

CRM  systems  can  help integrate and  enhance  departments  in your organization  Marketing ,  sales  and customer  support and   IT support .   

At the  heart  of  CRM  systems  is that  they  have one single record for each customer  that keeps  track of all  interactions  with your company  in the customers service,  marketing and sales  departments.  In addition it also  record  all channels  your customer communicates  with  you ( email , chat (social  media  -facebook  ,whats app  )    ,  phone ,  website chat ,  website page visits  )  . This  way you  have a 360  degree  of the customer ,  and the system  can route the  relevant  request  to the  right  person  to help  automatically  , thereby  delivering  efficient , effective and  relevant  support.