A new way of thinking

Customer relationship management (CRM) ranges from off-the-shelf contact management solutions to high-end interactive selling suites that combine sales, marketing, and executive information tools. These include product configuration, quote and proposal management, and marketing encyclopedias. Some systems include functions for complex pricing, promotions, commission plans, team selling, and campaign management. Enterprise solutions for large companies with hundreds or even thousands of users have capabilities for call center/help desks, field service, forecasting, and spend and profit analysis.