英语翻译
Customer relationship management (CRM) is a multifaceted process,mediated by a set of information technologies,that focuses on creating two-way exchanges with customers so that firms have an intimate knowledge of their needs,wants,and buying patterns.In this way,CRM helps companies understand,as well as anticipate,the needs of current and potential customers.[1] Functions that support this business purpose include sales,marketing,customer service,training,professional development,performance management,human resource development,and compensation.Many CRM initiatives have failed because implementation was limited to software installation without alignment to a customer-centric strategy.