What do we mean by CRM?
Customer Relationship Management, or CRM, is an information technology industry term for methodologies, strategies, software, and other web-based capabilities that help an enterprise organize and manage customer relationships. CRM is not a product or service; it's an overall business strategy that enables companies to effectively manage relationships with their customers. It provides an integrated view of a company's customers to everyone in the organization. For example, if

marketing runs an outbound campaign, all the information about the customers and the program should be retained for the sales people to follow up on, the customer service people to answer any queries, and technical support to provide any field support. The idea is to have the same information available to all in the company so customers don't go through hoops to get their needs met. Most customers leave instead of trying to explain their problem or issue over and over to a different company representative. CRM implies that everyone in the enterprise is focused on the customer.