Analysis of customer contact information (e-mails, chats, problem tickets, contact center notes) for insight into quality or satisfaction issues.

分析客户联系信息(电子邮件、聊天、problem ticket、联系中心记录)，以洞察质量或满意度问题。

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In the traditional model, CRM is a system of record: it tracks customer information and contact history, manages the sales pipeline, and enables detailed analysis of sales performance and customer data.

FORBES: From Customer Management To Customer Engagement