CRM is the central structure where all customer relationships are managed. The goal is to gather all customer-related information in one place and make consistent decisions based on this information.

How has CRM evolved?

CRM has evolved beyond being just a sales tracking structure.

Today's CRM:

• Is considered together with CXM (Customer Experience Management)
• Covers all channels where customers are engaged
• Transforms into a decision center supported by AI and automation

Now CRM answers not only "what happened?" but also "what should I do now?"

How does Robosme approach this?

Robosme positions CRM from an Autonomous Customer Experience perspective. The goal is to build a structure that analyzes customer data, suggests actions, and automates processes as much as possible.