Customer relationship management (CRM)

Customer relationship management (CRM) is the process of managing interactions with customers, including the collection, storage, and analysis of customer data, and the use of this data to improve customer relationships and drive business growth. This includes managing customer information, tracking customer interactions, and analyzing customer data to identify trends and opportunities. It also includes developing and implementing strategies to improve customer relationships and increase customer loyalty.

Beginner competence definition

At a beginner level, individuals understand the basic concepts of CRM, including the importance of managing interactions with customers and using customer data to improve relationships and drive business growth.

Intermediate competence definition

At an intermediate level, individuals can manage customer information, track customer interactions, and analyze customer data to identify trends and opportunities. They can also develop and implement strategies to improve customer relationships and increase customer loyalty.

Advanced competence definition

Advanced-level individuals have an in-depth understanding of CRM principles and can use data and market research to inform CRM strategy, evaluate the effectiveness of CRM efforts, and make strategic decisions to drive business growth and improve customer relationships.