What is digital CRM? - Definition from WhatIs.com
Part of the Customer data management glossary:

Digital customer relationship management is the use of Internet communications channels and technologies to enhance customer relationship management (CRM) and customer experience management (CEM ) initiatives.

An important goal of digital CRM is not only to provide an organization with a clear picture of each customer's habits and preferences, but also to make personalization and automated messaging easier. The term digital CRM is often associated with the Internet of Things, a scenario in which computer processors capable of sending and receiving data are embedded in everyday objects. In such a scenario, the customer may not be human -- the customer might be a fuel tank capable of sending an automated message to the supplier, requesting a delivery.

See also: social CRM, social media listening, discoverability marketing

This was last updated in February 2013
Contributor(s): Ivy Wigmore
Posted by: Margaret Rouse

Related Terms

Definitions

  • Microsoft Dynamics 365

    - Microsoft Dynamics 365 is a new service that integrates Microsoft’s CRM system with ERP data as well as with Office 365 to give sales people greater data intelligence about customer records in term... (SearchCRM.com)

  • customer experience management (CEM or CXM)

    - Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization. (searchSalesforce)

  • data shadow

    - A data shadow is the collective body of data that is automatically generated and recorded as we go about our lives rather than intentionally created. Sources include sensors and IP surveillance, me... (WhatIs.com)

Glossaries

  • Customer data management

    - Terms related to customer data management, including customer data integration (CDI) technology definitions and words and phrases about data quality and data governance.

  • Internet applications

    - This WhatIs.com glossary contains terms related to Internet applications, including definitions about Software as a Service (SaaS) delivery models and words and phrases about web sites, e-commerce ...

Ask a Question. Find an Answer.Powered by ITKnowledgeExchange.com

Ask An IT Question

Get answers from your peers on your most technical challenges

Ask Question

Tech TalkComment

Share
Comments

    Results

    Contribute to the conversation

    All fields are required. Comments will appear at the bottom of the article.