CRM as we know it
The term CRM (customer relationship management) refers to the effort taken by a business to build and maintain customer relationships across the entire customer journey — right from the first marketing touchpoint, through the sales funnel and to their post-purchase customer service as well.
CRM software refers to the technology used by businesses to store and manage their customer data, allowing them to have contextual interactions with every customer. Most CRM tools today are primarily designed to cater to the needs of a sales team with features such as lead management, sales forecasting, and customer opportunity management.
However, some features of a CRM such as contact management, transaction history, tasks, and reminders can also be used to provide basic customer service.