Customer Relationship Management(CRM) is a practice in an organisation which helps to collect information about customers from various sources and using it for managing customer relationship better.It helps the organisation to understand the customers requirement when carried out succesfully.The use of softwares in CRM has made it really easier to analyse the data and derive critical information out of them.
According to wikipedia, “CRM includes the methodologies, strategies, software, and web-based capabilities that help an enterprise organize and manage customer relationships. It is the collection and distribution of all data to all areas of the business. The general purpose of CRM is to enable organizations to better manage their customers through the introduction of reliable systems, processes and procedures for interacting with those customers”.