A customer relationship management (CRM) is a database which keeps all the data about the customers, their name, what they like. It determines which factor is driving the customers and which makes them angry. CRM works efficiently, when the customer calls, gives all the information like customers' name, age, if he has some disability, his all transactions with the company. All this information comes up on a single screen. CRM also has many key features which will help to know about the system. Read more at: https://www.callcentrehelper.com/an-introduction-to-customer-relationship-management-crm-systems-88296.htm

To measure CRM one must choose the right metrics. It is the most important decision you will have to make when you launch a CRM program. Metrics should be meaningful i.e. they should relate directly to the outcome desired. It should also be achievable. To know more, follow: http://it.toolbox.com/blogs/insidecrm/making-crm-metrics-work-64584