The second key word in our definition is approach. An approach, according to Webster, is a way of treating or dealing with something. CRM is a way of thinking about and dealing with customer relationships. We might also use the word strategy here because, done well, CRM involves a clear plan. In fact, we believe that your CRM strategy can actually serve as a benchmark for every other strategy in your organization. Any organizational strategy that doesn t serve to create, maintain, or expand relationships with your target customers doesn t serve the organization. Strategy sets the direction for your organization. And any strategy that gets in the way of customer relationships is going to send the organization in a wrong direction. You can also consider this from a department or area level. Just as the larger organization has strategies plans for shareholder management, logistics, marketing, and the like, your department or area has its own set of strategies for employee