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CRM

Customer relationship management (CRM) is a set of integrated technologies, practices, and strategies that organizations use to manage interactions with current and potential customers, analyze , and optimize processes for , , and . CRM systems centralize customer information to enable personalized , automate workflows, and drive by improving retention and . The concept originated in the 1970s with early customer satisfaction surveys and evolved in the 1980s through database marketing and contact management tools like ACT!, which digitized sales tracking. By the 1990s, CRM expanded into comprehensive software platforms integrating sales force automation, marketing campaigns, and customer support, with cloud-based solutions emerging in the 2000s to enhance accessibility and scalability. Key features include contact and lead management, analytics for forecasting, workflow automation, and reporting tools that facilitate data-driven decisions, though implementation success often hinges on user adoption and data quality rather than technology alone. While CRM has demonstrably boosted efficiency in customer-centric industries—such as increasing by up to 34% in some deployments—it has faced scrutiny over concerns from extensive and the risk of over-reliance on algorithms that may overlook nuanced human interactions. Modern advancements incorporate for predictive insights, yet underscores that CRM's value derives primarily from aligning technology with clear business objectives, not as a standalone solution.

Business and Management

Customer Relationship Management

Customer relationship management (CRM) refers to the strategies, practices, and technologies employed by organizations to manage interactions with current, past, and prospective customers throughout their lifecycle. It encompasses processes for acquiring, retaining, and growing customer relationships by centralizing data on customer behaviors, preferences, and history to inform decisions. CRM systems typically integrate , , and functions to automate routine tasks and enable data-driven . The origins of CRM trace back to the 1970s and 1980s, when businesses began using to segment customers and track interactions, evolving from manual record-keeping to computerized systems in the 1990s. By the late 1990s, operational CRM software emerged, focusing on sales force automation and , with broader adoption accelerating in the 2000s alongside . This progression was driven by the need to handle increasing data volumes from digital channels, shifting from siloed departmental tools to integrated platforms. CRM systems are categorized into three primary types: operational, analytical, and collaborative. Operational CRM automates front-office processes such as , tracking, and ticketing to streamline daily interactions. Analytical CRM uses , predictive modeling, and reporting tools to analyze customer data for insights into trends, segmentation, and . Collaborative CRM facilitates information sharing across departments, partners, and customers via interaction and channel management, often integrating email, , and . Empirical evidence indicates that effective CRM implementation enhances firm performance, with studies showing improvements in , collection, and overall profitability. For instance, a cross-industry found CRM adoption correlates with higher and competitive advantages through better . However, benefits depend on alignment with organizational strategy; mismatched implementations can yield negligible or negative returns due to data or . The global CRM software market reached approximately $71.62 billion in 2024 and is projected to exceed $100 billion by 2025, fueled by demand for AI-integrated cloud solutions. Leading vendors include , holding about 21.7% market share as of 2025, followed by Microsoft Dynamics, , , and . These platforms dominate due to scalability and integration capabilities, though open-source alternatives like exist for smaller enterprises. Successful CRM strategies emphasize clear goal-setting, such as improving retention rates by 10-20% through targeted campaigns, followed by data hygiene and user training to ensure rates above 80%. Best practices include customizing dashboards for role-specific views, integrating with systems for real-time data, and regularly auditing for compliance with regulations like GDPR. Organizations prioritizing these elements report up to 29% sales increases and 34% gains.

Aviation and Safety

Crew Resource Management

Crew Resource Management (CRM) refers to a systematic approach in that focuses on the effective utilization of all available resources—, informational, and technological—to ensure safe and efficient flight operations. Developed to address factors contributing to approximately 75% of accidents, CRM shifts emphasis from purely technical proficiency to interpersonal and , including communication, , and . The methodology recognizes that errors often stem from breakdowns in crew coordination rather than mechanical failures alone, promoting assertive yet collaborative behaviors to prevent escalation of minor issues into catastrophic events. The origins of CRM trace to the early 1970s, when researchers analyzed a series of fatal accidents, such as the 1977 Tenerife disaster involving two 747s, where miscommunication and authority gradients led to 583 deaths. This work culminated in a pivotal 1979 -sponsored titled " on the Flightdeck," which laid the groundwork for formal programs. pioneered the first comprehensive CRM implementation in 1981, evolving the concept from " Resource Management" to encompass broader interactions, including and ground support. By the 1990s, CRM became a regulatory standard, with the FAA issuing 120-51 in 1987 (updated to 120-51D in 2004) to guide airlines on integrating it into recurrent . Core components of CRM include communication skills for clear, assertive information exchange; situational awareness to monitor environmental changes and workload; problem-solving and through structured processes like the DECIDE model (Detect, Estimate, Choose, Identify, Do, Evaluate); and teamwork dynamics that flatten hierarchies to encourage input from all members. Training typically employs scenario-based methods, such as Line-Oriented Flight Training (), where crews simulate real-world flights in full-motion simulators followed by debriefings to reinforce error avoidance. Implementation requires operator-specific programs tailored to fleet types and operations, often incorporating (TEM) to identify latent risks proactively. Empirical evidence supports CRM's role in safety improvements: U.S. commercial airline accident rates declined from 1.66 per 100,000 departures in the 1970s to near zero by the 2010s, with human factors training credited for mitigating controllable errors in over 80% of preventable incidents. A meta-analysis of CRM training studies found moderate to strong effects on attitude and behavior changes, correlating with reduced pilot deviations and near-misses, though long-term retention depends on recurrent application. Despite these gains, challenges persist, including cultural resistance in hierarchical organizations and the need for metrics beyond self-reported surveys to quantify non-technical skill proficiency. Global adoption has extended CRM principles to military aviation and air traffic control, underscoring its causal link to error minimization through resource optimization.

Healthcare and Clinical Practice

Clinical Risk Management

Clinical risk management encompasses the systematic identification, assessment, mitigation, and monitoring of potential hazards in healthcare delivery to minimize to patients, , and institutions. It integrates clinical and administrative processes aimed at enhancing the quality and of services by preempting errors and adverse events. Originating from broader initiatives, it addresses vulnerabilities such as diagnostic inaccuracies, medication errors, and procedural failures, which contribute to preventable estimated at affecting millions annually worldwide. Core principles include proactive hazard detection over reactive responses, interdisciplinary collaboration, and continuous evaluation of risks through data-driven analysis. These principles prioritize causal factors like human error, system deficiencies, and environmental influences rather than individual blame, fostering a culture of safety. Risk avoidance involves eliminating foreseeable threats, such as through protocol standardization, while mitigation strategies reduce residual risks via training and redundancies. Key components feature identification via incident reporting systems and audits, followed by evaluation using tools like to trace error origins. prospectively models process breakdowns to prioritize interventions. requires centralized coordination, including policy development, education, and performance metrics, with hospitals often employing dedicated risk officers to oversee . Monitoring entails ongoing surveillance, such as reviews, to refine protocols and demonstrate reductions in adverse outcomes, including a reported 30-50% drop in certain medication errors following targeted CRM programs. Effective clinical yields measurable improvements in outcomes, such as lowered litigation rates and enhanced trust in healthcare systems, though challenges persist in resource-limited settings where underreporting biases data reliability. from structured programs underscores its role in curbing systemic failures, with international standards like those from the emphasizing integration into daily operations for sustained efficacy.

Technology and Computing

Cluster Resource Management

Cluster resource management refers to software frameworks that orchestrate the allocation of computational resources, such as CPU cores, , , and accelerators, across a network of interconnected compute nodes in a environment, particularly for (HPC) workloads. These systems handle batch job submissions from multiple users, enforce access policies to prevent resource contention, and optimize cluster utilization by minimizing idle time and balancing loads. In HPC contexts, they enable of large-scale simulations, , and scientific modeling by distributing tasks dynamically. Core functions encompass three primary areas: , which grants exclusive or shared access to nodes based on job specifications like core count, runtime limits, and dependencies; job scheduling, employing algorithms such as first-come-first-served, fair-share, or backfill to prioritize executions while respecting quotas and constraints; and usage tracking, which logs for , billing, or historical to inform future allocations. Additional capabilities include fault detection for node failures, integration with for data staging, and support for advanced features like GPU partitioning for tasks. These mechanisms ensure from small lab clusters to exascale systems comprising thousands of nodes. Development of dedicated cluster resource managers accelerated in the 1990s amid growing demand for in research institutions. The (PBS), originating from NASA's Numerical Aerodynamic Simulation facility in 1991, introduced flexible queuing for workloads, supporting standards and evolving into open-source variants like OpenPBS and . By the early 2000s, Slurm (Simple Linux Utility for Resource Management) emerged as a fault-tolerant alternative, initially developed for -based HPC clusters and now deployed on over 60% of the supercomputers as of November 2023, handling petascale jobs with features like elastic resource scaling. Commercial options, such as IBM's LoadLeveler or Altair's PBS Professional, extended these with enterprise-grade enhancements for hybrid integration. In contemporary usage, resource managers adapt to diverse hardware, incorporating plugins for GPUs and networks to support training and big data pipelines, while addressing challenges like and multi-tenancy. For instance, Slurm's accounting database enables detailed usage reports, and integrations with tools like facilitate hybrid deployments blending HPC batch processing with container orchestration. Despite advancements, limitations persist in handling ultra-large-scale heterogeneity and real-time adaptability, prompting ongoing research into -driven scheduling.

Configuration, Release, and Maintenance

Configuration in refers to the process of setting up and managing the operational parameters, , software components, and environmental variables of a to meet specific requirements and ensure consistent . This includes defining baselines for states, tracking changes to configurations, and using tools like , , or for to minimize errors and drift. Effective establishes baselines early in the development lifecycle, enabling and reproducibility across environments such as development, testing, and production. Release management encompasses the planning, scheduling, and orchestration of software deployments from development to production, incorporating build processes, testing validation, and rollback mechanisms to mitigate risks associated with updates. Key practices involve versioning artifacts, conducting release readiness reviews, and employing pipelines with tools like Jenkins or CI to automate transitions between stages. In 2023, industry reports indicated that organizations adopting automated release processes reduced deployment failures by up to 50% compared to manual methods. Maintenance follows deployment and focuses on sustaining software functionality through corrective actions for defects, adaptive changes for evolving or regulations, perfective enhancements for , and preventive measures to avert future issues. This phase accounts for 60-80% of total software lifecycle costs, as per studies from the late onward, emphasizing the need for structured approaches like those outlined in IEEE Standard 1219-1998 for . Tools such as monitoring systems (e.g., ) and patch management solutions facilitate ongoing updates, with best practices including regular audits and modular code design to ease modifications. These processes—configuration, release, and maintenance—are interdependent, forming a cycle that supports the software development lifecycle by ensuring system integrity, minimizing downtime, and accommodating iterative improvements. Integration via databases (CMDBs) allows visibility into assets, aiding release and analytics. Failures in coordination, such as untracked configuration changes during releases, have historically contributed to high-profile outages, underscoring the causal link between rigorous process adherence and operational reliability.

Music and Arts

Chordal Resonance Model

The Chordal Resonance Model describes the acoustic and perceptual interactions among overtones in chord structures, emphasizing how aligned partials from multiple fundamental tones generate reinforced harmonics and reduced dissonance through minimal beating frequencies. This framework draws from psychoacoustic principles, where consonance arises when chord tones share common partials within the harmonic series, leading to perceptual fusion rather than perceived roughness from inharmonic clashes. In physical terms, the model accounts for sympathetic vibrations in instruments, such as string or air column resonances amplifying shared frequencies, quantifiable via Fourier analysis of chord spectra showing peak energy at coincident overtones. In mid-20th-century , particularly in analyses of composers like , chordal extends beyond traditional triadic to explore expanded chordal spaces, where degrees of interplay dictate textural density and formal progression. Lutosławski's approach reconceptualizes chords not as static aggregates but as dynamic resonant fields, with upper partials interacting to evoke alternative syntaxes akin to atonal traditions yet rooted in tonal . Empirical support comes from modeling, revealing that dissonant clusters can produce potent via controlled beats when spaced to align higher partials, surpassing some perfect consonances in perceptual impact. Applications in composition and performance leverage the model to optimize voicings for instrumental resonance; for instance, in piano or orchestral settings, close-position chords enhance low-register fusion through dense partial overlap, while spread voicings emphasize airy overtones for spatial depth. Acoustic measurements confirm that such alignments minimize sensory dissonance, with just-intonation intervals (e.g., 5:4 major third) yielding smoother envelopes than equal-tempered equivalents due to exact partial coincidence. Psychoacoustic experiments further validate the model's predictive power, linking chord preference to spectral similarity with vocal formants, suggesting evolutionary roots in communicative sound processing. Limitations include context-dependency, as cultural familiarity and timbre modulate perceived resonance, challenging universal applicability without listener-specific calibration.

CRM Records

CRM Records was a California-based active in the late and early , primarily known for producing and distributing educational audio materials, including spoken-word recordings and instructional content for use. The label's catalog, as documented on music databases, includes niche releases focused on learning aids rather than commercial entertainment. The label achieved its most prominent recognition with the 1970 release of Songs of the Humpback Whale, a compilation of field recordings capturing the vocalizations of humpback whales (Megaptera novaeangliae), edited and narrated by marine biologist Roger Payne. Released on May 31, 1970, under catalog number SWR 11, the album featured unedited whale songs from Bermuda and other locations, interspersed with Payne's explanations of their structure and potential communicative functions. This LP introduced the complexity of cetacean sound production to a broad audience, influencing public perception of whales as sentient beings capable of "song" akin to musical composition. Songs of the marked a departure from CRM's educational focus, blending scientific documentation with accessible audio presentation; it sold tens of thousands of copies initially and was later reissued by , contributing to early environmental advocacy against . In 2010, the recording was inducted into the for its cultural, historic, and aesthetic significance in raising awareness of behavior and needs. Beyond this release, CRM Records produced limited commercial output, with crediting it to fewer than a titles, underscoring its role as a specialized rather than mainstream imprint.

Publications

CRM: The Journal of High Military Culture

No verifiable publication titled CRM: The Journal of High Military Culture appears in academic databases, military archives, or reputable online repositories as of 2025. Searches across general web indices, scholarly sites, and -focused resources yield no matches for a journal by this name, suggesting it may be an obscure, unpublished, or misattributed reference rather than an established periodical. The phrase "high culture" occasionally surfaces in historical contexts, such as Soviet-era analyses of disciplined armed forces or discussions of traditions in non-Western militaries, but no dedicated journal links to it under the "CRM" . If existing, such a journal would likely examine themes of rigorous , hierarchical command structures, and traditional values in professional , drawing from first-hand accounts or theoretical analyses of operational effectiveness. However, without publisher details, issue history, , or indexed articles, its scope, founding date, or impact cannot be substantiated. Potential confusion with established "CRM" publications—like the National Park Service's bulletin (1991–2002) or aviation's literature—highlights in military-adjacent fields, but none align with "high military ."

Institutions and Companies

CRM Group

The CRM Group, formally the Centre de Recherches Métallurgiques (CRM), is an independent research organization based in , dedicated to metallurgical research and innovation. Established in 1948, it specializes in the development of processes and products related to the , , , use, and of metallic materials, with a focus on sustainable and industrial applications. Headquartered in , the organization employs approximately 290 experts, including researchers, technicians, and specialists in , operating across multiple laboratories and platforms. Its core activities address challenges in the , , digitalization, and advanced , supporting industries such as production, , , , , and environmental sectors. CRM Group functions as a non-profit entity that bridges academic research and industrial implementation, offering tailored R&D solutions from concept ideation to . It maintains a network of over 40 industrial members and collaborates with large corporations and small-to-medium enterprises worldwide, emphasizing economic, societal, and environmental progress through innovation. In September 2023, the group marked its 75th anniversary, highlighting its legacy in pioneering advancements, including partnerships like those with John Cockerill for solutions. The promotes diversity and via initiatives such as a Plan, while prioritizing high-impact research in resource-efficient metal processing and recycling technologies.

CRM Holdings

CRM Holdings, Ltd. was a Bermuda-domiciled established as a specialty provider of insurance products and services, operating through subsidiaries in primary insurance, , and fee-based for self-insured groups. Initially focused on administering self-insured groups in states including and , the company positioned itself as a leading fee-based service provider by 2005. Its subsidiaries included Majestic Insurance Company for primary insurance , Twin Bridges Insurance for , and entities handling group services. By late 2007 and into 2008, CRM Holdings exited the self-insured trust administration business in amid regulatory and market pressures in the self-insurance group sector. The holding company structure itself conducted no direct operations, relying on subsidiaries for revenue generation, with corporate activities centered on oversight and financing. In May 2010, CRM Holdings rebranded to Majestic Capital, Ltd., reflecting a shift in strategic focus while retaining its core emphasis on offerings. Financial challenges intensified in the late , including a decision by subsidiary to defer interest payments on junior securities starting December 15, 2009, under terms allowing up to 20 consecutive semi-annual periods of deferral. reported a $19 million net loss for the fourth quarter of 2009, disclosed in March 2010. Efforts to stabilize included a with announced in April 2010, aimed at enhancing operational support. However, ongoing deficits in groups administered by affiliates led to broader issues, with CRM LLC and related entities filing for protection in the U.S. Bankruptcy Court for the Southern District of . Securities litigation followed in 2010, initiated by shareholders alleging misleading disclosures related to the 's financial health and group exposures. The collapse of CRM Holdings' operations, particularly in New York self-insurance trusts, resulted in regulatory interventions where healthier groups were assessed to cover deficits, highlighting systemic risks in the model. Majestic Capital, as the successor entity, ultimately ceased operations and is listed as out of business.

Notable People

Individuals with CRM Initials

Charles Rennie (1868–1928) was a Scottish , interior , and whose innovative designs blended elements of Art Nouveau, , and emerging , particularly through his association with the . Born on June 7, 1868, in , he rose to prominence with projects like the (1897–1909), featuring bold geometric forms and integrated furniture, which demonstrated his emphasis on functionality and ornamentation derived from natural motifs. Mackintosh's influence extended to and , though his career waned after 1914 due to changing architectural tastes; he died in on December 10, 1928. Christopher Robin Milne (1920–1996) was an English bookseller and writer, best known as the real-life inspiration for the child character in his father A. A. Milne's stories. Born on August 21, 1920, in , he experienced a childhood at that fueled the Pooh narratives, published between 1926 and 1928, but later expressed ambivalence toward the fame it brought. Milne served in , was wounded at the Battle of Normandy in 1944, and afterward managed a bookstore in ; he authored memoirs critiquing his father's portrayal, dying on April 20, 1996. Charles Robert Maturin (1780–1824), an Irish Protestant clergyman, , and , gained recognition for amid the Romantic era. Born in around 1780 (exact date uncertain), he published works like The Fatal Revenge (1807) under pseudonym before (1820), a exploring themes of redemption and supernatural temptation through nested narratives, influenced by by Matthew Lewis. Ordained in 1803, Maturin struggled financially despite literary output; he died in on October 30, 1824.

Other Uses

Certified Records Manager

The Certified Records Manager (CRM) designation is a awarded to individuals demonstrating expertise in records and information management (RIM). It validates proficiency in core areas such as management principles, records creation and control, storage and retrieval systems, disposition practices, and emerging technologies in RIM. The certification is administered by the Institute of Certified Records Managers (ICRM), an international body established in 1975 to standardize and elevate professional standards in the field. Eligibility for the CRM requires a minimum of one year of verifiable professional experience if the applicant holds a , or five years without a , with substitutions allowed for additional experience in lieu of formal (e.g., three years of plus two years of experience). Applicants must submit an online application, including documentation of education and experience verified by an employer letter, along with a non-refundable $100 USD ; ICRM reviews submissions to confirm eligibility before granting access, with a five-year window to complete all requirements post-approval. The certification process involves passing a series of examinations covering RIM fundamentals, typically structured as Parts 1 through 6, followed by submission of two studies that apply RIM principles to real-world scenarios. Exams are offered periodically, such as Part 6 in Fall 2025 via online proctoring, and successful candidates must maintain the credential through ongoing to ensure currency in evolving RIM practices. Distinct from the entry-level Certified Records Analyst (CRA), the emphasizes advanced application and in RIM. Holders of the CRM benefit from enhanced professional recognition, with industry surveys linking the designation to access to higher-level positions and increased salaries due to demonstrated against established RIM benchmarks. The credential addresses growing employer demand for skilled RIM professionals amid and regulatory complexities, positioning certified individuals as competitive in global markets.

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