Customer Relationship Management (CRM) Refers to the automation; via sophisticated software; of business processes involving existing and prospective customers. CRM may cover aspects such as sales (contact management and contact history); marketing (campaign management and telemarketing) and customer service (call center history and field service history). Well known providers of CRM software include Salesforce; which delivers via a Software as a Service model (see �SaaS (Software as a Service)�); Microsoft and Siebel; which as been acquired by Oracle.

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