CRM stands for customer relationship management and consists of tools and functions to streamline how businesses interact with existing and potential customers. It is essential today because communication is faster, more direct, and impacts the reputation of businesses across industries. A customer who is not satisfied with a product, for example, will attempt to email or live chat with the business to fix the problem. A delay in responding to that customer can result in an unfavorable post on his personal social media page that will be seen by thousands of people. A quick response can solve the problem and eliminate a bad review.
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