Certified Specialist Business Intelligence Practice Test 2026 - Free Business Intelligence Practice Questions and Study Guide

Customer Relationship Management (CRM) is a strategy used by businesses to manage interactions with current and potential customers. It encompasses the processes and techniques used to analyze customer interactions and data, with the goal of improving business relationships, enhancing customer service, and driving sales growth.

The relationship between CRM and Business Intelligence (BI) is significant. BI refers to the technologies and strategies used by enterprises for data analysis of business information. In the context of CRM, BI tools can analyze customer data gathered through various channels and interactions, providing valuable insights into customer behaviors and preferences. This information helps organizations make data-driven decisions, tailor marketing strategies, improve service, and ultimately enhance customer satisfaction and retention.

The choice that highlights this relationship effectively portrays CRM as an approach supported by BI, emphasizing that BI tools can provide crucial insights into the customer interactions that CRM manages. This leads to a more targeted and effective approach to customer engagement and overall business strategy.