What does CRM really mean?

CRM (‘Customer Relationship Management’) is a broad term which can mean different things depending on who you ask and the context in which it is used. Systems described as ‘CRM solutions’ typically reflect this by addressing one or more of the areas listed below rather than all of them. When evaluating this type of software, it is therefore important to understand what you mean by ‘CRM’, and exactly what you want to get out of it.