Software and practices, known as CRM, for managing a business's interactions with customers and prospects in one shared system.
A CRM system stores contact details, communication history, deals in progress, support cases, and notes about each customer, so everyone in the business sees the same information. Common features include sales pipelines, email tracking, task reminders, reports, and integrations with email, phone, and marketing tools. Many CRMs now include AI features that summarize conversations or suggest follow-ups.
For example, a small travel agency can use a CRM to record each client's past trips, preferences, and enquiries, then set a reminder to contact them before their usual holiday season. Without a CRM, this knowledge often sits in individual inboxes and spreadsheets and is lost when staff leave. Success depends less on the software than on the team consistently recording information and keeping data clean.
Software, known as a CDP, that combines customer data from many sources into unified profiles that marketing and other tools can use.
Loyalty ProgramA scheme that rewards repeat customers with points, discounts, or perks, encouraging them to keep buying from the same business.
Marketing AutomationSoftware that runs repetitive marketing tasks automatically, such as sending emails, segmenting contacts, and following up on leads.
Online Booking SystemSoftware that lets customers see availability and book appointments, tables, rooms, or classes online without calling the business.
Software as a ServiceA model in which software is hosted in the cloud and delivered to users over the internet, usually through a subscription.
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