| Definition |
Customer relationship management (CRM) is a business strategy that optimizes revenue and profitability while promoting customer satisfaction and loyalty. CRM technologies enable strategy, and identify and manage customer relationships, in person or virtually. CRM software provides functionality to companies in four segments: sales, marketing, customer service and digital commerce.
Customer Relationship Management (CRM) is an Enterprise application category used to support a major business capability, operational process, data domain, or shared organizational function.
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| Context & Usage |
In enterprise and customer-service systems, this term helps business and technical teams describe configured processes, transactions, customer interactions, service workflows, or platform behavior. It is relevant when implementing, documenting, supporting, or improving operational systems.
Teams use this category vocabulary when comparing business platforms, defining ownership, integrating data, and planning system replacement or consolidation.
Related concepts include Enterprise Architecture, Application Portfolio and Business Capability.
Additional Resource: Microsoft Azure Architecture Center.
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| Categories |
Knowledge Management and Content Governance, Web, Database, Cloud, and DevOps Technologies, Enterprise Applications, CRM, and Contact Center Systems
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