Technology-enabled relationship management (TERM) is a form of customer relationship management that involves using complex software solutions to create one unified, enterprise-wide view of customers. All customer contact channels (i.e. sales, marketing, customer service and support) are connected in order to observe customer journeys as a whole and track the development of customers' relationships with a brand over time.
Implementing TERM allows brands to locate malperforming touchpoints and use that insight to improve overall customer experience.