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Customer Relationship Management
From Wikipedia, the free encyclopaedia.
The GeneRally accepted purpose of Customer Relationship Management (CRM) is to enable organizations to better manage their customers through the introduction of reliable processes and procedures for interacting with those customers….

Major areas of CRM focus on service automated processes, personal information gathering and processing, and self-service. It attempts to integrate and automate the various customer serving processes within a Company.

There are three parts of application architecture of CRM:

operational - automation to the basic business processes (marketing, sales, service)
analytical - support to analyze customer behaviour, implements business intelligence alike technology
co-operational - ensures the contact with customers (phone, email, fax, web, sms, post, in person)