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Customer relationship management (CRM)
consists of the processes a company uses to track and
organize its contacts with its current and prospective
customers. CRM software is used to support these processes;
the software system can be accessed, and information about
customers and customer interactions can be entered, stored
and accessed by employees in different company departments.
Typical CRM goals are to improve services provided to
customers, and to use customer contact information for
targeted marketing
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