Customer relationship management (CRM) is the process that combines the practices, technologies to manage and analyze customer interactions and data throughout the customer Journey with Company.
Customer Service management (CSM) is a part of CRM which focuses only managing the customer relationship with company. It is a way of thinking, prioritizing and planning about customers in an organization.
This includes aspects of designing, building and managing the automated decision-making systems that an organization uses to manage its interactions with customers.