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SYKES Business Process Outsourcing Glossary

Looking to learn a little more about what we do? We've compiled a comprehensive list of common BPO terms and definitions so you can stay in the know.

Customer Relationship Management (CRM)

Customer relationship management (CRM) refers to either a strategy or software designed to prioritize and monitor customer relationships based on collected information. As a strategy, the goal of CRM is to improve both business processes and customer satisfaction scores (CSAT) through the deliberate use of customer data. Likewise, CRM software, or cloud-based CRM, is a tool that can rapidly collect and sort customer information with the ultimate goal of improving relationships.

Through the use of CRM strategies and software, companies can work to improve their overall customer experience (CX) by carefully examining the interactions and pain points that customers face when they buy and use products or services. By capturing customer data, companies can gain unique insight into their customer at each stage of their journey — then use that data to improve upon existing service offerings and products as necessary. As a company’s CRM plan and software platforms evolve with advancing technology, they’ll continue to be able to apply and learn from the data they’ve collected to enhance each area of the business, from marketing automation to chatbot support.

Considering all of the factors that must converge to create even a single successful customer experience for your brand, it’s important that your CRM is as capable as possible. In addition to full CRM lifecycle support, SYKES Connector CRM is a flexible, modular platform capable of performing case tracking, email management, escalations, and much more. Fully customizable, the Connector CRM can ensure that your business goals are aligned company-wide — all while putting your customers first.