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Overview (kind of) of Customer Relationship Management. Note that as of 2013 the market has moved on and does not feel need to define CRM and instead focuses on the "opportunities" of social crm, analytics and SaaS.
Customer relationship management (CRM) identifies that customers are the core of a business and that an organization's success depends on effectively managing relationships with them. Source(S): http://www.sjainventures.com/