Customer Relationship Management (CRM) is a business strategy built around the concept of being customer-centric. CRM entails all aspects of interaction a company has with its customer, whether it be sales or service related. The main goals are to optimise revenue through improved customer satisfaction by focusing on enhancing and improving all interactions at each customer touch point. This can be accomplished by a better understanding of customers, based on their purchasing patterns and demographics, and through better information empowerment of all customers.

Computerization has changed the way companies are approaching their CRM strategies. With each new advance in technology, more of the relationship is being managed electronically. The maintenance and automation of these relationships is now a necessity which will affect the way you manage your business.