While CRM software is a vital tool, CRM itself is really a discipline: It’s the cultivation of the customer relationship and the management of customer data to create better experiences for the customer and to generate better results for the business. The CRM application doesn’t exist on its own in many organizations — or in many vendors’ suites of products, for that matter. The customer record is impacted by data from other applications — voice of the customer, marketing automation, customer service, social media monitoring, and many others.
Source: https://www.ecommercetimes.com/perl/syndication/rssfull.pl
