摘要：Customer Relationship Management(CRM)is a business strategy that focuses on individual customer with the aim to build long lasting profitable relationship and to achieve customer satisfaction and customer loyalty.This paper describes the CRM process and information technologies that support this process in enterprises.We divided the CRM software solutions into operational CRM solutions,analytical CRM solutions and tools for business process optimization.At the end we introduce two Mihajlo Pupin Institute CRM products:ITS – Investor tracking system and RTS – Request tracking system.
