Customer Relationship Management Customer Relationship Management is developing into a major element of corporate strategy for many organizations.  CRM is also known by other terms such as relationship marketing and customers management, is concerned with the creation, development and enhancement of individualized customer relationships with carefully targeted customers and customer groups resulting in maximizing their total customer life-time.  Why is time and money spent on CRM worthwhile, a research shows that a 5% points increase in customer retention yields a profit, in net present value terms, of between 20% and 125%.