Customer Relationship Management (CRM) is more than technology, it refers to practices, strategies AND technologies that organizations use to manage and analyze customer interactions for the life of the client. While improving relationships with customers, assisting in customer retention and driving sales growth are a major part of any CRM deployment, it can also include process and project management of client facing deliverables or core processes essential to the operation of the organization.
The purpose of CRM software is to create one version of the truth – a central database that consolidates customer information in a single place. The other functions of CRM include recording customer interactions (such as email, phone calls, social media, etc.), automating various workflow processes such as critical process automation (such as a recent market entry from Work-Relay.com which manages complex work flows through a 100% native Salesforce.com app) as well as simple tasks, calendars and alerts, and giving managers the ability to improve accountability.