Terms from the article

CRM — Customer Relationship Management / managing relationships with customers. A system that stores contacts, leads, communication history, sales opportunities, tasks and marketing consents. It helps sales and marketing teams work on shared customer data.

Why it matters: It keeps all knowledge about the customer in one place: who talked with whom, about what and when, and at what stage the sale is. The salesperson leaves — the knowledge stays.

When it is used: In sales and marketing: from the first contact through offers to servicing regular customers and marketing consents.

What happens if it is skipped: Without CRM, customer history lives in inboxes and the notes of individual people; offers are duplicated and leads are lost on the way between departments.