Glossary: CRMGlossary

Customer Relationship Management (CRM) applications help businesses manage their interactions and relationships with current and prospective customers. They are used primarily by salespeople, but are also used by marketing and customer support/success staff.

CRM applications include the following functionalities:

• Contact/company management: Tracking of customer/prospective customer and company information.
• Deal management: Tracking sales opportunities with contacts or companies.
• Event/interaction management: Tracking interactions with customers over various channels — emails, calls, meetings — as well as things related to those interactions, such as notes and tasks.