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Customer relationship management (CRM) is a broad term that consists of the processes a company uses to track and organize its contacts with current and prospective customers either by phone, fax, mail and e-mail. CRM software is used to support these processes; information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. Typical CRM goals are to improve services provided to customers by measuring the performance of the business against internal benchmarks, and to use customer contact information for targeted marketing.