Customer Relationship Management (CRM) is a software suite that helps you manage relationships with your customers in an organized way. CRM is an integrated approach to identify, acquire, and retain customers. By enabling organizations to manage and coordinate customer interactions across multiple channels, departments, lines of business, and geographies, CRM helps in maximizing the value of every customer interaction and drive superior corporate performance.

CRM tools help manage customer interactions across multiple communication channels-including the Web, call centers, field sales, and dealers or partner networks. Many organizations also have multiple lines of business with many overlapping customers. The challenge is to make it easy for customers to do business with the organization in any way they want-at anytime, through any channel, in any language or currency- and to make customers feel that they are dealing with a single, unified organization that recognizes them at every touch point.