摘要：CRM lately becomes more popular category, because many of managers treat CRM as a tool (computer software) giving business an opportunity to achieve advantage on market. The purpose of this paper is to give definitions and ideas on CRM and kinds of CRM systems as well. Presented ideas and definitions give the Reader possibility to work out the right idea of what CRM is
关键词：CRM; clientocentrism; permament client; front office; back office; operational CRM; analitic CRM; contact CRM
