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Customer Relationship Management^[1], often abbreviated as CRM, is a strategic framework that businesses use to manage and improve their interactions with customers. Originating from the concept of database marketing^[3] in the early 1970s, CRM has evolved to incorporate technological advancements like data warehousing and software as a service (SaaS). It’s categorized into strategic, operational, analytical, and collaborative types, each serving different functions. The primary goal of CRM is to boost customer^[4] loyalty^[5] and satisfaction, reduce complaints, and enhance the value of customer relationships. A strong CRM strategy involves collecting customer data, training employees, and leveraging social and location-based services to improve customer engagement^[2]. It offers benefits like improved customer knowledge, customized interactions, and enhanced efficiency.

Definições de termos

1. ↑ Gestão das relações com os clientes ( Customer Relationship Management )

1 Customer Relationship Management, often abbreviated as CRM, is a strategic framework that businesses use to manage and improve their interactions with customers. Originating from the concept of database marketing in the early 1970s, CRM has evolved to incorporate technological advancements like data warehousing and software as a service (SaaS). It's categorized into strategic, operational, analytical, and collaborative types, each serving different functions. The primary goal of CRM is to boost customer loyalty and satisfaction, reduce complaints, and enhance the value of customer relationships. A strong CRM strategy involves collecting customer data, training employees, and leveraging social and location-based services to improve customer engagement. It offers benefits like improved customer knowledge, customized interactions, and enhanced efficiency.

2 Customer Relationship Management, commonly referred to as CRM, is a strategy used by businesses to manage and improve their interactions with customers. Originating in the early 1970s, its development was marked by key milestones such as the introduction of database marketing in 1982 and the design of the first CRM product in 1993. CRM can be categorized into four types: Strategic, Operational, Analytical, and Collaborative, each with a unique focus area. The CRM system consists of various components such as marketing, data aggregation, and CRM-specific software, all aimed at building and managing customer relationships effectively. The benefits of employing CRM can be seen in improved customer satisfaction, efficient sales force, and personalized marketing approaches. The field of CRM is continuously evolving, responding to trends and developments such as customer-centric strategies and the impact of global events on customer behavior.

3 Customer Relationship Management, often abbreviated as CRM, is a strategic framework that businesses use to manage and improve their interactions with customers. Originating from the concept of database marketing in the early 1970s, CRM has evolved to incorporate technological advancements like data warehousing and software as a service (SaaS). It's categorized into strategic, operational, analytical, and collaborative types, each serving different functions. The primary goal of CRM is to boost customer loyalty and satisfaction, reduce complaints, and enhance the value of customer relationships. A strong CRM strategy involves collecting customer data, training employees, and leveraging social and location-based services to improve customer engagement. It offers benefits like improved customer knowledge, customized interactions, and enhanced efficiency.

2. ↑ customer engagement.

1 Customer engagement is a term that encapsulates the interaction and involvement of consumers with a company or brand. This concept, which was defined by various organizations between 2006 and 2008, can be seen in both online and offline settings and has a significant impact on marketing practices. It involves the co-creation of personalized experiences, with key dimensions including immersion, passion, and activation. However, ethical concerns can arise, particularly with regards to maximizing user engagement. Technology plays a vital role in this process, fostering an interactive culture and facilitating connections between consumers and organizations. Customer engagement is also heavily influenced by social media platforms, where content and influencer activity can drive engagement strategies. Measurement metrics are crucial in assessing customer engagement, with likes, replies, and retweets on Twitter being examples of this. This complex interaction between businesses and customers ultimately aims to foster loyalty and long-term relationships.

2 Customer engagement is a term that encapsulates the interaction and involvement of consumers with a company or brand. This concept, which was defined by various organizations between 2006 and 2008, can be seen in both online and offline settings and has a significant impact on marketing practices. It involves the co-creation of personalized experiences, with key dimensions including immersion, passion, and activation. However, ethical concerns can arise, particularly with regards to maximizing user engagement. Technology plays a vital role in this process, fostering an interactive culture and facilitating connections between consumers and organizations. Customer engagement is also heavily influenced by social media platforms, where content and influencer activity can drive engagement strategies. Measurement metrics are crucial in assessing customer engagement, with likes, replies, and retweets on Twitter being examples of this. This complex interaction between businesses and customers ultimately aims to foster loyalty and long-term relationships.

4. ↑ customer.

1 The primary entity in this text is the 'customer.' A customer is an individual or entity that purchases goods or services from a business. They are crucial participants in the commercial landscape, forming relationships with businesses through transactions. Customers can also be classified as 'clients,' especially when they receive tailored advice or solutions from a business. The term 'client' originates from Latin, implying a sense of leaning or bending towards a business. Customers vary in types - from end customers who directly buy products or services, to industrial customers who incorporate these goods or services into their own offerings. These customers can have different relationships with the business, such as being employers in construction projects. Businesses often segment their customers into different categories, like entrepreneurs or end users, to better understand and serve them. The understanding and management of customer relationships is a critical area of study and practice in business.

2 The primary entity in this text is the 'customer.' A customer is an individual or entity that purchases goods or services from a business. They are crucial participants in the commercial landscape, forming relationships with businesses through transactions. Customers can also be classified as 'clients,' especially when they receive tailored advice or solutions from a business. The term 'client' originates from Latin, implying a sense of leaning or bending towards a business. Customers vary in types - from end customers who directly buy products or services, to industrial customers who incorporate these goods or services into their own offerings. These customers can have different relationships with the business, such as being employers in construction projects. Businesses often segment their customers into different categories, like entrepreneurs or end users, to better understand and serve them. The understanding and management of customer relationships is a critical area of study and practice in business.

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Glossary: Customer relationship management

Gestão das relações com os clientes (Wikipédia)

Gestão das relações com os clientes (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.

CRM systems compile data from a range of different communication channels, including a company's sítio Web, telephone (which many software come with a softphone), correio eletrónico, live chat, marketing materials and more recently, redes sociais. They allow businesses to learn more about their target audiences and how to better cater to their needs, thus retaining customers and driving sales growth. CRM may be used with past, present or potential customers. The concepts, procedures, and rules that a corporation follows when communicating with its consumers are referred to as CRM. This complete connection covers direct contact with customers, such as sales and service-related operations, forecasting, and the analysis of consumer patterns and behaviors, from the perspective of the company. According to Gartner, the global CRM market size is estimated at $69 billion in 2020.

Significados alternativos:

Gestão das relações com os clientes
Customer Relationship Management, commonly referred to as CRM, is a strategy used by businesses to manage and improve their interactions with customers. Originating in the early 1970s, its development was marked by key milestones such as the introduction of database marketing in 1982 and the design of the first CRM product in 1993. CRM can be categorized into four types: Strategic, Operational, Analytical, and Collaborative, each with a unique focus area. The CRM system consists of various components such as marketing, data aggregation, and CRM-specific software, all aimed at building and managing customer relationships effectively. The benefits of employing CRM can be seen in improved customer satisfaction, efficient sales force, and personalized marketing approaches. The field of CRM is continuously evolving, responding to trends and developments such as customer-centric strategies and the impact of global events on customer behavior.
Gestão das relações com os clientes
Customer Relationship Management, often abbreviated as CRM, is a strategic framework that businesses use to manage and improve their interactions with customers. Originating from the concept of database marketing in the early 1970s, CRM has evolved to incorporate technological advancements like data warehousing and software as a service (SaaS). It's categorized into strategic, operational, analytical, and collaborative types, each serving different functions. The primary goal of CRM is to boost customer loyalty and satisfaction, reduce complaints, and enhance the value of customer relationships. A strong CRM strategy involves collecting customer data, training employees, and leveraging social and location-based services to improve customer engagement. It offers benefits like improved customer knowledge, customized interactions, and enhanced efficiency.

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