Customer Relationship Management constitutes the processes involved while communication with the customer. This customer can either be a current customer or a prospective customer. A CRM is generally referred to a piece of software that helps an organization to keep information about its customers. Having a CRM in your organization helps a lot in giving a good overall experience to the customer. Not only does it help in improving good relations with customer and greater customer satisfaction but also provides useful information for targeted marketing.

The best part about CRM is that, it makes the records centralized. All the communication that the customer does with any of the employees in any of the department of the organization is recorded and is available to any other employee from any other department with whom the customer might communicate. In that case, the customer does not have to tell everything that happened in the past to the new person. This definitely boosts up the overall experience that the customer has with the company. There might be millions of employees in an organization, but to a customer, it is one company, a single entity.

Customer relationship Management on a wider perspective is not only the software, but a set of policies and strategies that are followed organization wide to deal with the customers.