Customer Relationship Management (CRM) refers to the strategies, tools, and systems a business uses to manage interactions with current and potential customers. The goal is to build strong, lasting relationships that increase customer loyalty, satisfaction, and lifetime value.
In retail, CRM can be as simple as remembering a customer’s pet’s name—or as sophisticated as using software to track buying habits, send personalized offers, and follow up on service issues.
Note: CRM isn’t just a tech tool—it’s a mindset. Every team member plays a role in creating a positive customer experience that keeps people coming back.