Business Applications: Customer Relationship Management (Definitions)

"Operational and analytic processes that focus on better understanding and servicing customers in order to maximize mutually beneficial relationships with each customer." (Ralph Kimball & Margy Ross, "The Data Warehouse Toolkit" 2nd Ed., 2002)

"a popular DSS application designed to streamline customer and/or corporate relationships." (William H Inmon, "Building the Data Warehouse", 2005)

"A database system containing information on interactions with customers." (Glenn J Myatt, "Making Sense of Data", 2006)

"The infrastructure that enables the delineation of and increase in customer value, and the correct means by which to increase customer value and motivate valuable customers to remain loyal, indeed, to buy again." (Jill Dyché & Evan Levy, Customer Data Integration, 2006)

"The tracking and management of all the organization’s interactions with its customers in order to provide better service, encourage customer loyalty, and increase the organization’s long-term profit per customer." (Steve Williams & Nancy Williams, "The Profit Impact of Business Intelligence", 2007)

"A strategy devoted to the development and management of close relationships between customers and the company. In many cases, CRM is referred to as the automation tool that helps bring about this strategy." (Steven Haines, "The Product Manager's Desk Reference", 2008)

"Software intended to help you run your sales force and customer support." (Judith Hurwitz et al, "Service Oriented Architecture For Dummies" 2nd Ed., 2009)

"The technology and processes used to capture the details of interactions with customers and analyze that data to improve customer interaction, assess customer value, and build value and further loyalty." (Tony Fisher, "The Data Asset", 2009)

"A set of technologies and business processes designed to understand a customer, improve customer experience, and optimize customer-facing business processes across marketing, sales, and servicing channels." (Alex Berson & Lawrence Dubov, "Master Data Management and Data Governance", 2010)

"Refers to the set of procedures and computer applications designed to manage and improve customer service in an enterprise. Data warehousing, with integrated data about each customer, is eminently suitable for CRM." (Paulraj Ponniah, "Data Warehousing Fundamentals for IT Professionals", 2010)

"This is a packaged solution that delivers an end-to-end solution around contacting, understanding, and serving particular customer needs." (Martin Oberhofer et al, "The Art of Enterprise Information Architecture", 2010)

"Establishing relationships with individual customers and then using that information to treat different customers differently. Customer buying profiles and churn analysis are examples of decision support activities that can affect the success of customer relationships. Effective CRM is dependent on high quality master data about individuals and organizations (customer data integration)." (DAMA International, "The DAMA Dictionary of Data Management", 2011)

"The entire process of maximizing the value proposition to the customer through all interactions, both online and traditional. Effective CRM advocates one-to-one relationships and participation of customers in related business decisions." (Linda Volonino & Efraim Turban, "Information Technology for Management" 8th Ed., 2011)

"Software designed to help you run your sales force and customer support operations." (Marcia Kaufman et al, "Big Data For Dummies", 2013)

"The management of current and future customer interactions with a business. This can include sales support, warranty and technical support activity, Internet website, marketing, and product advertising." (Kenneth A Shaw, "Integrated Management of Processes and Information", 2013)

"Customer relationship management is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support." (Keith Holdaway, "Harness Oil and Gas Big Data with Analytics", 2014)

"System that manages the customer-related data along with their past, present, and future interactions with the organization." (Hamid R Arabnia et al, "Application of Big Data for National Security", 2015)

"A set of tools, techniques, and methodologies for understanding the needs and characteristics of customers in order to better serve them." (Robert M Grant, "Contemporary Strategy Analysis" 10th Ed., 2018)

"CRM is the practice of helping customers manage sales, service, and marketing processes effectively and efficiently so that they can grow their business and provide excellent customer service." (Srini Munagavalasa, "The Salesforce Business Analyst Handbook", 2022)