What does CRM mean?

CRM stands for Customer Relationship Management. It refers to the way of working and the tools that help a company keep track of contacts, communication, orders, inquiries or customer history in one place. With a CRM, an e-shop has a better overview of who buys from it, what customers are interested in and which stage of the purchase decision they are in.

CRM is used in sales, marketing and customer care. It helps, for example, with personalized communication, customer segmentation, repeat sales or evaluating customer care. For an e-shop, a CRM is useful mainly when it wants to work with data systematically and offer customers more relevant content, offers and services throughout the entire purchase.