CRM (customer relationship management) systems are used for the administration and documentation of customer data and customer relations. To be able to maintain customer relations on a long term-base and so to increase the entrepreneurial success, such management programs are necessary.

The fundamental use of customer relationship management systems is to assign customers clear informations and to manage the data at the best. The most CRM Systems can be used over an internal intranet, so all coworkers of the company can access the available data at the same time and work with it.

CRM helps companies to get to know of their costumers’ needs, wants and buying patterns. Therefore it is an important tool in sales, marketing and customer service. It is used to manage information about current as well as potential and former customers. CRM purposes customer satisfaction and customer orientation by individualized actions as well as polls or complaint management.

The tool for costumer relationship management is a data based computer software that informs about each customer and their interactions with the organizations such as requests, complaints, interviews and survey responses. Professional CRM, for example DROW CRM 5, often include further modules such as calendar, time recording or webmailer.