CRM is a business strategy to select and mange customers to optimize long-term value. CRM requires a customer centric 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, and culture. CRM extends the concept of selling from a discrete act performed by a salesperson to a continual process involving every person in the company. It is the art or science of gathering and using information about your customers to build customer loyalty and increase customer value. With the current state of information technology, and high customer service expectations, it’s practically impossible to consider these process issues without addressing technology, but it’s important to remember that customer relationships-human relationship- are the ultimate driving force. CRM is about developing and implementing business strategies and supporting technologies that close the gaps between an organization’s current and potential performance in customer acquisition, growth and retention.