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.