There are various definitions of CRM in the literature.
By analysing this definition, it can be deduced that
CRM systems basically make three things possible (1) Having an integrated, single view of customers, by
using analytical tools.
(2) Managing customer relationships in a single way,
regardless of the communication channel: telephone,
website, personal visit, and so forth.
(3) Improving the effectiveness and efficiency of the
processes involved in customer relationships