CRM (Customer Relationship Management): what it is
A CRM (Customer Relationship Management) is the practice — and the system — of organizing customer data and history to sell more and build loyalty, instead of treating every visit as the first.
What a CRM does
The CRM stores who bought, what they ordered and how often, and turns that into action: segmented promos, birthdays, win-back of lapsed customers.
- Profiles and order history
- Segmentation (regulars, lapsed)
- Campaigns and loyalty
CRM and your own channel
Taking orders on your own channel (QR + online store) keeps the customer data — the raw material of a CRM. On marketplaces, the customer belongs to the marketplace.
FAQ
Is a CRM just software?
It's software and practice. The software stores the data; the practice is using it to retain customers and sell more.
How does a restaurant collect CRM data?
Through its own ordering channel (QR, online store, reservations), where the customer profile stays with the restaurant.