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A CRM solution brings together the sales, marketing, and customer service functions of an organization and can serve as a permanent database of record for the entire customer life-cycle; from the first contact of a potential client through purchase and post-sale support. Recognizing that each organization is different, commercial and open source CRM solutions allow for customization and configuration to meet the needs and the requirements of the business. However, to operate seamlessly with other applications in the enterprise, the CRM needs to integrate into a company's existing business processes. This often overlooked but critical aspect of selecting a CRM solution can be the most difficult and complex part of its implementation.
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