Customer relationship management (CRM)

In Wikipedia

Covers methods and technologies used by companies to manage their relationships with clients. Information stored on existing customers (and potential customers) is analyzed and used to this end. Automated CRM processes are often used to generate automatic personalized marketing based on the customer information stored in the system.

A CRM system should:
Identify factors important to clients.
Promote a customer-oriented philosophy
Adopt customer-based measures
Develop end-to-end processes to serve customers
Provide successful customer support
Handle customer complaints
Track all aspects of sales
Create a holistic view of customers’ sales & services information