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.