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CRM = Customer Relation Management
I've managed development and implementation of CRM Solutions for different purposes during many years, i.e. at TeliaSonera, Trygg-Hansa, Sonofon, Viking Line, Tele2 etc.
The solutions could support different business processes: - marketing
- sales
- order management
- delivery management
- billing
- customer service
- customer management
A special approach to this is analytical CRM, where we using analysis tools to identify market potentials and trends, or business performance in this area.
Another approach is eCRM, where we using web or other electronic interfaces when interacting with customers.
Developing CRM solutions include following tasks:- analysis of current business processes and business requirements
- design of solution
- manage development including testing
- manage implementation including testing
- training
Good starting points for more readings about CRM:
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Profession 
