Definition of Customer Relationship Management (CRM) Software

software that automates customer service and support. It also provides for customer data analysis and supports e-commerce storefronts. While CRM is constantly evolving, it's already led to some remarkable changes in the way companies interact with customers. For example, Federal Express allows customers to track their packages on the Web. This service is becoming commonplace. Amazon.com uses CRM technology to make suggestions to customers based on their personal purchase histories.