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

  • marketing-qualified lead (MQL)

    - A marketing-qualified lead (MQL) is a website visitor whose engagement levels indicate that he is likely to become a customer.  (SearchCRM.com)

  • Snowden effect

    - Edward Snowden's revelations about the NSA's mass collection of citizens' communications data increased public awareness about data privacy and security issues and decreased confidence in the ethi... (WhatIs.com)

  • customer segmentation

    - Customer segmentation enables companies to accurately target tailored marketing messages to customers who are most likely to buy their products. (SearchCRM.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.