Customer Relationship Management (CRM) is a strategy and a corporate philosophy that puts the customer at the center of business operations so as to increase profits by improving customer acquisition and retention while automating processes to be more efficient and effective.

In its complete form, CRM provides a 360-degree view, integrating customer information at every touch point.

CRM is first and foremost a strategy and corporate philosophy that puts the customer at the center of business operations so as to increase profits by improving customer acquisition and retention. It involves identifying high-value customers and automating processes so that sales, marketing, and service efforts will be more efficient and effective.

The major integrated system components that make up a CRM system include account and contact management, sales automation, marketing automation, customer care (service and support), and integration with back-office applications