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Customer Service vocabulary · Support Tools & Self-Service

CRM

Meaning in customer service, with examples

/ˌsiː ɑːr ˈem/abbreviationCore term

In customer service, CRM means: Customer relationship management: software and practices that keep all information about customers and their contacts with a company in one place.

In Turkish: müşteri ilişkileri yönetimi, CRM sistemi

How it is used

Agents open the customer's record in the CRM to see past orders, calls and notes. People say "CRM system", "update the CRM" and "log the call in the CRM". Sales and marketing teams use the same customer data.

Example sentences

  1. Please add a note in the CRM so the next agent knows what we promised.

  2. The CRM shows that she called us three times last week.

Common collocations

  • CRM system
  • update the CRM
  • CRM record
  • log a call in the CRM
  • ticketing systemSoftware that records each customer request as a ticket and helps a team assign, track, prioritise and close them.
  • accountA customer's registered record with a company, holding their personal details, orders, payments and settings.
  • omnichannelDescribing a service that connects all channels, such as phone, chat, email and social media, so customers can move between them without repeating information.
  • after-call workThe tasks an agent does after ending a call, such as writing notes, updating the CRM and sending follow-up emails.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Support Tools & Self-Service

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