Customer Relationship Management Flashcards

Customer relationship management, usually called CRM, is the set of strategies, practices, and tools that organizations use to attract, serve, and retain customers. This flashcard set moves from core ideas, such as what CRM means and why it matters, to applied topics like customer data, the customer lifecycle, sales and service processes, and performance measurement. Together these areas show how a business turns scattered customer interactions into a coherent, repeatable relationship.

To study effectively, read each question and say the answer aloud before flipping the card. Work through the groups in order, because later cards assume the vocabulary introduced earlier. Keep brief notes on terms you confuse, such as leads and opportunities. When an answer feels unfamiliar, sketch a simple example, such as a small retailer tracking repeat purchases, and ask how the concept would apply. Review the whole set after a few days, and focus extra time on the measurement group, since many practical decisions depend on understanding which metrics actually reflect customer value.