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CRM is a system of managing an organization's interaction with its current and future customers. It often includes the use of technology to automate sales marketing and customer support. This is the definition of CRM if you go by the book. However, with my experience, I have learned that CRM is more of a human skill. It is just like taking care of your loved ones while they are undergoing treatment in a hospital while keeping other family members posted about improvements. You have to feel it from the inside and not just practice it as a company norm or specialty. The whole life cycle of a customer interaction with the company can only be maintained when a consistent effort is put forward to retain and satisfy genuine customer' needs.
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