ABSTRACT
Introduction Customer relationship management, or CRM, means different things to different people. Even the meaning of the three-letter abbreviation CRM is contested. Most people use CRM to refer to customer relationship management. Others use CRM to mean customer relationship marketing.1 Another group, in the belief that not all customers want a relationship with a supplier, omit the word relationship, preferring the term customer management.2 Still others opt for the expression relationship marketing.3,4 Whatever it is called, CRM is clearly a business practice focused on customers.
