CRM is an abbreviation for Customer Relationship Management. It helps companies and organisations to not leave customer relations to chance, but actively shape it. Or how Wikipedia says it:

CRM is an approach to managing a company’s interaction with current and potential customers. It uses data analysis about customers’ history with a company and to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.”

 The goal is also to have an indivudal and personal communication and service to your customers even whilst having a high number of customers. The fundamental base for such CRM is a CRM – Software.