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Healthcare Glossary

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Customer relationship management (CRM)

Tracking customer behaviour for the purpose of developing marketing and relationship-building processes that bond the consumer to the brand. Involves the coherent management of contacts and interactions with customers. (This term is often used as if it related purely to the use of IT, but IT should be regarded as a facilitator of CRM).

See also:
Customer
Customer Focus
Customer loyalty
Customer Satisfaction
Customer Marketing Mix

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