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CRM (Customer Relationship Management) is a class of software which provides structure and coherence in the management of business contacts and potential contacts. â€œLeadsâ€ obtained through any number of methods can be entered into the system, assigned to responsible employees, and developed into clients, customers, or partners with a full record of all interactions.
The CRM organizes information about customers and the various interactions with them from the qualifying stage through a closing of sales. The fundamental process which a CRM enables is the development of a potential client (a sales â€˜leadâ€™) into a paying customer.