CRM is a tool for identifying the relationship between customers and suppliers/producers. Three aspects of CRM have been identified as operation, collaborative and analytical. CRM system has also broad block which are Customer Data Management and Customer Service Management. CRM has uses few newer concept of computer science engineering like data warehouse and data

mining.

Customer Relationship Management (CRM) is a broad term that covers concepts used by companies to manage their relationships with customers, including the capture, storage and analysis of customer, vendor, partner and internal process information. It is a process used to learn more about customer’s needs, wants and behaviours in order to develop stronger relationship with them.

There are three aspects of CRM which can be implemented in isolation from each other.

META Group developed this conceptual architecture in the late 1990s and given the name as CRM ECOSYSTEM.

i) Operational: Automation or support of customer processes that include a company’s sales or service representative. Operational CRM provides support to FRONT OFFICE business processes, including sales, marketing and service. This creates the contact history of the customers that makes it possible to establish contact without repeating past history every time.

ii) Collaborative: Direct communication with customers that does not include a company’s sales or service representative. This is done for variety of different purposes including feedback and issue reporting. Interaction can be through a variety of channel viz.