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A customer relationship management program, or CRM system, is computer software with a large database populated with customer-related information. Its primary purpose is to organize, track, and automate key aspects of an organization's sales activities. More robust systems normally facilitate similar tasks for marketing, customer service, and technical support operations.


A CRM system can process data using built-in standard functionality, or functionality can be customized to fulfill a user's specific needs. Product software can be purchased and installed on a network, or it can be accessed on demand by paying a monthly fee to an off-site provider. Off-site services typically employ web-based software.

A simple CRM system designed to record and manage information on basic sales activities is relatively inexpensive. As with any product, however, there is a large range of prices depending on features and capabilities added. More costly sophisticated systems typically have functionality that expands beyond sales activity and are generally classified by the type of software included. These more involved systems can be catered to virtually any need. Software options can include analytical pieces, design and marketing programs, campaign and contact management, lead and sales volume trackers, sales force automation, trend forecasters, customer support programs, and more.