Customer Relationship Management (CRM) is a type of enterprise application used by a company to organize information about customers, leads, and other contacts, and to provide a structured process or framework for progressing leads to customers. A CRM system is often integrated with other enterprise applications, such as an Enterprise Resource Planning (ERP) system, and is also provided as a module within some ERP systems.
A multitude of CRM systems exist, but only a few become truly popular. The most well known CRM system may be Salesforce.com, which is a commercial cloud service. Commercial products however are generally complex and expensive, not only to license but also to implement, maintain and operate, and may be out of the reach of smaller organizations.
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