I wanted to touch on customer relationship management, or CRM. Customer relationship management (CRM) is the process of identifying prospective buyers, understanding them intimately, and developing favorable longterm perceptions of the organization and its offerings so that buyers will choose them in the marketplace (Kerin, Hartley, 2017). The customer relationship management platform is used by sales associates, finance associates, and management to make the customer experience a more personal and positive experience. Within the CRM platform it allows the organization to organize, study, and analyze the best way to give their customers the best experience possible. The customer reviews within CRM can help companies adjust or tailor the way they operate in order to have a high customer satisfaction and returned business.

Customer relationship management (CRM) is a vital piece for an successful business. You need to be able to build long term relationships with customers in order to keep them not only coming back but in order to have them market your business as well. If they are loyal customers then they will be more likely to refer the business to their friends and families. Since social marketing is so important in today's market it just validates relationship management even more. The definition I found for CRM is "a technology for managing all your company's relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability."("Crm 101: What Is CRM?",2019).

What are your thoughts about this?