Managing interactions with customers across the entire customer lifecycle.

• CRM is a collection of business processes, not a technology collection. CRM strategy encompasses organizational and processes issues too, not just technology.
• Organizations must develop CRM strategy, in addition to choosing CRM technology. Automating customer processes with technology must design around the customer, not just the technology or process, which requires customer strategy.
• CRM sofware selection requires a formal methodology for comparing, evaluating, and selecting products.
• Software as a service (SaaS) is dominating CRM software selection decisions and changing the CRM implementation landscape.