CRM Defination

 “CRM is the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. It is grounded on high-quality customer data and enabled by information technology.”
Francis Buttle (2004)

“A business strategy that uses information technology to provide the enterprise with a comprehensive, reliable, and integrated view of its customer base so that all business processes and customer interactions help maintain and expand mutually beneficial relationships.”
Zikmund, McLeod, and Gilbert (2003)

“An enterprise-wide business strategy for achieving customer-specific objectives by taking customer-specific actions.” Peppers & Rogers (2004)

“CRM is a business strategy to select and manage the most valuable customer relationships. CRM requires a customer-centric business philosophy and culture to support effective marketing, sales and service processes. CRM applications can enable effective customer relationship management, provided that an enterprise has the right leadership, strategy & culture.”
CRMGuru.com (2003)

“CRM is a philosophy and a business strategy, supported by a system and a technology, designed to improve human interactions in a business environment.”
Greenberg (2004)