Customer relationship management (CRM) is the best known enterprise business application which helps in offering customer centered service for an entire business. CRM was the common and the most important tool used in the call centers, which has now changed its perception. Today, CRM has its greatest demand in most enterprises, as companies have started realizing that customer interaction management is the major issue existing in most business.

The major changes in CRM become more emphatic when the new and advanced applications and technologies are added to CRM. Moreover, the companies rely on these CRM solutions as the focus is on improving the customer relationships and managing contacts.

The world of CRM has been changing continuously with new process and technologies. At present considered as an integrated family of applications, which is capable of handling all type of customer interaction. We believe that some new technologies, such as speech recognition and analytics, can help drive process change to bring about much improved customer relationship management. It is also believed that the addition of new technologies such as speech recognition and analytics can bring forth much improved version of customer relationship management.