CRM is a hot issue now to enterprises. It helps to change the strategies of enterprises from product focused to customer focused.
It is a complicated system which focuses on Service, Sales, Market aspects which are tightly relative with customers of an enterprises. All data is combined together around cusotomers. So an enterprise can provide personal service to customers to improve its service level, revenue from sales, more statistics and reporting for make marketing decisions.
It is a circular system composed of compaign management, customer interaction management, data collection and mining, customer value estimation.
I am a skilled consultant on CRM. If you have some question, pls call me on the forum.