CRM software comes for Customer Relationship Management software and it is and industry term for software solutions that help business companies managing customer relationships in an organized way. The concept of CRM software or solutions has appeared along with the customer's demand to have a better communication with the company that sells a certain product. This is why, in the last few years, CRM software transformed the enterprises product-centric view into a costumer-centric one.

Sometimes, CRM software can allow you to see how the customer is web surfing through the site, and, if we want to, we can stop him and offer assistance. On the other hand, CRM software could be a database containing costumer information that the company can reference in order to match customer needs with their products, inform them of service requirements and send them info through via e-mail. So, the main goal of CRM is to optimize revenue through improved customer satisfaction by improving interactions at each customer touch point. With this, CRM software can help increasing the customer loyalty.

A CRM software may build a database about its customers that describes relationships so that salespeople, people providing service and even customers could access information and match the customers needs with the perfect product, along with an understanding of the customer's complains about some products, know what other products a customer has purchased, and other.

CRM software can typically be thought of sales force, customer support, and marketing automation software. Depending on the CRM software kind of package, it may cover all of these, or sometimes can be purchased separately. In all cases, the objective of CRM software is to improve overall business efficiency and relationships with customers (both online and offline), and provide faster overall responses to the requests of both new and existing customers and will probably represent the future in e-commerce business.

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