Customer relationship management combines processes and software for organizing relationships with customers and prospects. A customer relationship management system commonly records contacts, accounts, conversations, opportunities, and follow-up activity.
Agents can retrieve context from and write approved results to these systems. Because the records are operational, updates need identity checks, field ownership, validation, and coordination with human representatives.
Acronyms and aliases
CRM acronymcustomer relationship management system variant
Related terms
Frequently asked questions
What does CRM stand for?
CRM stands for customer relationship management, covering both the business practice and the software used to manage customer relationships.
How do artificial intelligence agents use CRM systems?
They can retrieve account context, prepare research, recommend actions, draft messages, and update explicitly permitted fields.
