Escalation Management is the process of handling customer issues that require higher-level intervention within a CRM system. It ensures that critical cases are promptly routed to senior support agents, managers, or specialized departments. Effective escalation workflows prioritize urgent issues, track resolution progress, and improve customer satisfaction. CRMs like Zendesk and Salesforce offer automated escalation rules based on issue severity, response times, and SLA agreements. By streamlining the escalation process, businesses can resolve complex customer concerns efficiently and prevent churn.