This document discusses customer relationship management (CRM). It defines CRM as creating, developing, and enhancing individualized customer relationships to maximize lifetime customer value. CRM originated in the 1970s and aims to establish long-term, one-to-one relationships by understanding customer needs and providing a customer-oriented view. The purpose of CRM is to create value for both the customer and company over time by providing good customer service to retain customers. While CRM faces challenges around data richness and consistency, its benefits include reduced costs, increased customer satisfaction, growth in customer numbers, and long-term profitability.