Customer Relationship Management

business (CRM, CIS, Customer Information Systems, Customer

Interaction Software, TERM, Technology Enabled Relationship

Manager) Enterprise-wide software applications that allow

companies to manage every aspect of their relationship with a

customer. The aim of these systems is to assist in building

lasting customer relationships - to turn customer satisfaction

into customer loyalty.

Customer information acquired from sales, marketing, customer

service, and support is captured and stored in a centralised

database. The system may provide data-mining facilities

that support an opportunity management system. It may also

be integrated with other systems such as accounting and

manufacturing for a truly enterprise-wide system with

thousands of users.

(1999-08-20)