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“Customer relationship management” (CRM) refers to the software and related processes that manage the end-to-end process of acquiring, serving and assisting customers. The term evolved from the “salesforce automation” software market. Over time, CRM systems grew into end-to-end software platforms that cover outbound marketing, lead generation, fulfillment, salesforce automation, customer service and support. These systems are often homegrown applications or outsourced to companies, like Salesforce.com or Siebel.