Customer Service Management Definition

Customer service management (CSM) is a process for managing customer interactions in a way that maximizes customer satisfaction and loyalty. It involves the use of technology and processes to track and manage customer interactions, complaints, inquiries, and other forms of feedback.

CSM systems are designed to help businesses keep track of customer interactions and address issues in a timely and efficient manner. They can also help businesses identify trends and problems so that they can be addressed before they cause long-term damage to the relationship between the company and its customers.

The ultimate goal of customer service management is to create a positive experience for customers that leads to repeat business and referrals.