olemus
firmade tavad, strateegiad ja tehnoloogiad
klientide interaktsioonide ja andmete
halduseks ja analüüsimiseks
kliendi kogu elutsükli kestel, eesmärkideks
- kliendisuhete arendamine
- klientide säilitamine
- läbimüügi suurendamine
=
the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle

andmehõive
ühendatakse klienditeave eri kanalitest:
- firma veebilehelt
- telefoni teel
- elusvestlusega
- otsepostitustega
- turundusmaterjalidega
- sotsiaalmeediumist
kogutakse
- isikuandmeid
- ostulugusid
- ostueelistusi
- hooleaineid

ülevaateid
https://en.wikipedia.org/wiki/Customer_relationship_management

https://www.onebusiness.ca/sites/default/files/MEDI_Booklet_Customer_Relationship_Management_Accessible_E.pdf

http://studyslide.com/doc/22321/customer-relations-management

http://www.iti.ac.pg/wp-content/uploads/2016/08/customer-relation-management-publication.pdf

https://www.project-sherpa.eu/customer-relation-management-smart-information-systems-and-ethics/

vahendeid
https://www.techiexpert.com/5-key-factors-to-choose-customer-relation-management-software/

https://www.businessnewsdaily.com/7839-best-crm-software.html

https://crm.org/crmland/best-crm-software

vt ka
- klienditugi