CRM (Customer Relationship Management)
In one sentence
Methods and systems for recording and managing customer information, follow-up processes, and closed deals.
A CRM tracks who customers are, where they come from, what they need, who is following up, and the current stage, preventing customer data from remaining trapped on an individual sales rep's phone.
When integrated with AI, it can automatically log customer needs from chats, set follow-up reminders, and generate follow-up scripts.
Example
When a sales rep leaves, the colleague taking over can open the CRM to view every customer's communication history and next steps.
Related terms
- Sales Leads
- Potential customers who have expressed purchase intent and provided contact information, serving as the starting point for sales follow-up.
- Private domain traffic
- A customer audience that a brand can repeatedly reach directly without paying per touchpoint, such as WeCom contacts, community groups, and WeChat Official Account followers.
- Repeat Purchase Rate
- The percentage of total purchasing customers who buy again within a given timeframe.
