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


  • Amazon Simple Storage Service (Amazon S3)

    - Amazon Simple Storage Service (Amazon S3) is an object storage service from Amazon Web Services that enables developers to back up and archive data. (searchAWS.com)

  • cloud computing

    - Cloud computing is a general term for the delivery of hosted services over the internet. These services are broadly divided into three categories: IaaS, PaaS and SaaS. (searchCloudComputing.com)

  • microtrend

    - A microtrend is a tendency in the direction of some phenomenon that is fairly pervasive within a given sphere of influence and lasts for a few years. (WhatIs.com)


  • 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



    Contribute to the conversation

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