Ans. Customer relationship management is the process in which the interactions or communications with the potential as well as present customers are managed by the business. Customer relationship management helps in tracking the history of the customers and it also helps in collecting and storing all the details and information of the customers. When this type of healthy relations is maintained with the customers, it drives the sales of the organization. The main purpose of customer relationship management is to make the process of sales easy and simple. Calls centers are developed in the process of customer relationship management so as to provide assistance to the customers if they require. Customer relationship management provides automated assistance to the customers which reduce the use of the human workforce. CRM systems maintain a record of all the potential as well as current customers of the business. This helps in providing the products to the customers based on their purchase history, preferred products, etc. Customer relationship management helps in maintaining the strong bond with the customers as due to CRM, businesses interact with their clients on a regular basis. CRM systems help in recognizing the buying behaviors of their clients and allow the businesses to offer the product to the customers that they want.