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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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Related terms

Business to consumer (B2C), Digital creative, Grey marketing (also called parallel importing), Behavioural targeting, Value preposition, National Change of Address (NCOA), Subscriber list, Below the line , Database marketing, Socially responsible marketing, Customer loyalty, Frequency, Guarantees and warranties, Test marketing, Attitude Awareness Usage Study (AAU),

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