Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.
CRM systems compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. They allow businesses to learn more about their target audiences and how to best cater for their needs, thus retaining customers and driving sales growth. CRM may be used with past, present or potential customers. The concepts, procedures, and rules that a corporation follows when communicating with its consumers are referred to as CRM. This complete connection covers direct contact with customers, such as sales and service-related operations, forecasting, and the analysis of consumer patterns and behaviors, from the perspective of the company. According to Gartner, the global CRM market size is estimated at $69 billion in 2020.
The West Midlands is a metropolitan county and combined authority area in western-central England with a 2018 estimated population of 2,916,458, making it the second most populous county in England after Greater London. It came into existence as a metropolitan county in 1974 after the passage of the Local Government Act 1972, formed from parts of Staffordshire, Worcestershire and Warwickshire. The county itself is a NUTS 2 region within the wider NUTS 1 region of the same name. The county consists of seven metropolitan boroughs: the City of Birmingham, the City of Coventry and the City of Wolverhampton, as well as the boroughs of Dudley, Sandwell, Solihull and Walsall.