Customer relationship management (CRM) entails managing the relationships you have with your customers—present and future. CRM is effectively the combination of business processes, people, and technology working together to achieve a united goal: acquire and maintain satisfied and happy customers. It’s an overall strategy to help you understand more about your customers and their needs and behaviour so you can develop stronger, permanent relationships that will benefit both you and your customer base. It is difficult to successfully run a business without a strong focus on CRM. After all, the customer \ client \ service user is key.