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

  • relationship marketing

    - Relationship marketing is a customer relationship management strategy designed to encourage strong, lasting customer connections to a brand. The goal is to generate repeat sales, encourage word-of-... (SearchCRM.com)

  • pay for privacy

    - Pay for privacy is a business model in which customers are charged a fee to ensure that their data will not be shared and is secure from third-party access. In some contexts, a pay for privacy serv... (WhatIs.com)

  • Chief Privacy Officer (CPO)

    - A chief privacy officer (CPO) is a corporate executive charged with developing and implementing policies designed to protect customer data from unauthorized access. Other elements of the CPO job in... (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.