CRM o Customer Relationship Management

To refresh your memory - or introduce the concept - I am going to explain what CRM or Customer Relationship Management is and it’s importance. Then we will take a look at a simple example that will help you understand the concept better


CRM or Customer Relationship Management is an application that allows all interactions between a company and its customers to be centralized in a single Database. The goal is to improve service relationships, build loyalty and drive sales.


A complete CRM allows us to make use of the following tools and actions:
    • Marketing automation: sending promotional material based on specific actions or events
    • Automation of the SalesForce: through follow-up processes in which customers may be interested in products and can be contacted later
    • Automation of the contact center: by implementing a chatbot with the ability to process certain basic functions.
    • Analysis: Analyzing data and creating effective marketing campaigns help raise customer satisfaction rates
    • etc…

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