1. What is the definition of a CRM (Customer Relationship Management) system? List two features the market leaders in the industry have, and describe those features.
1. A CRM (Customer Relationship Management) system is a way to help organizations optimize their relationships with their customers. It is a system that brings together all sorts of customer-related data located across an enterprise to provide an accurate and unified view of activity. With the gathered customer data, enterprises can review and look at the processes to improve the processes' efficiency, thus improving the overall customer satisfaction. Examples of CRM systems software available in the market are SAP, Salesforce.com and Oracle. Initially, CRM systems could only be implemented by large enterprises, but after a few years CRM system vendors have also created a slimmed-down versions of their CRM software so that small and medium scale businesses can also use this ...
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