At
the heart of customer relationship management (CRM) is the recognition that the
customer is central to all business activities of the systems integrator, and that
the success of the company is dependent on how well this is understood across
all business operations. In practice, CRM is a partnership with the customer that
goes well beyond the sales transaction by providing added value beyond the
worth of the product. A true partnership equally benefits both the customer and
the systems integrator.