Customer relationship management is a technology and a strategy for managing all relationships and interactions with customers. It is often abbreviated as CRM, and it can refer to the software that tracks customer data or the approach a company takes to building loyalty. Most of the time, it means both.

A CRM system stores contact information, purchase history, communication logs, and support tickets. It gives sales, marketing, and support teams a shared view of the customer. Instead of one department knowing one thing, everyone can see the whole relationship. That reduces frustration for the customer and improves coordination for the company.

Popular CRM platforms include:

• Salesforce: enterprise-grade, highly customizable.
• HubSpot: marketing and sales integration.
• Zoho: affordable for small businesses.
• Microsoft Dynamics: integrated with Office 365.

CRM works best when it is used consistently. A system full of incomplete or outdated data is worse than no system at all. The technology is only as good as the habits of the people using it. Companies that get it right see higher retention, better targeting, and more efficient sales processes.