CRM is an overall name for a broad range of software that helps an enterprise better interact with its customers. Some examples include call-center and sales-force automation software and applications that let marketing departments manage their campaigns and mailing lists.
Users and vendors are working to integrate CRM with other enterprise applications, such as ERP, e-commerce and data mining applications.
In addition, companies that have CRM systems must pay close attention to application monitoring. According to the Standish Group, the cost per minute of CRM applications not being available is typically about $2,500. E-commerce applications typically have a downtime cost per minute of about $7,800.
