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Customer relationship management ( CRM)
Customer relationship management is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.
Consumer relationship systems (CRS) are specialized customer relationship management (CRM) software applications that are used to handle a company’s dealings with its customers.
Current consumer relationship systems integrate the software with telephone and call recording systems as well as with corporate systems for input and reporting. Customers can provide input from the company’s website directly into the CRS. These systems are popular because they can deliver the ‘voice of the consumer’ that contributes to product quality improvement and that ultimately increases corporate profits.
Consumer relationship systems that provide automated support as well as advanced systems may have artificial intelligence (AI) interfaces that can extract and analyse data collected, or handle basic questions and complaints.