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16. 17. Describe and discuss customer relationship management. State and explain the importance and roles of customers in org
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Customer relationship management is the process of managing the busienss relationship with customers by analyzing the data collected from various points that customers interact with a business at. This data is used to draw conclusions about how to best service a customer that he retains the relationship with the business and an attempt at increasing sales.CRM not only helps manage existing customers, but also helps better approach the potential customers that business is yet to come across

CRM's importance is growing by the hour in today's world of cut-throat competition since a company relies on its customers not only for profits ,but also for survival and growth. A company can have edge over others by building strong customer relationships.

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