Customer relationship management (CRM) describes the way a business tracks and manages its interactions with customers.
A CRM system contains a database about customers or potential customers. Staff can see the information and enter new data.
A simple CRM system will have customer contact details. A complex system will have a record of all interactions with a customer, such as emails, documents and sales history. Some complex CRM systems include a complete accounting system.
There is a variety of "off the shelf" CRM software that companies install on servers and customise. Examples are ACT, GoldMine, SalesLogix, and Microsoft Dynamics CRM. There are also web-based CRM systems, or Software as a Service (SaaS), such as SalesAhoy, SalesForce and Netsuite. Some companies with unique requirements develop their own CRM systems.
