CRM is to maximize your sale or can say leads. This is to keep track of your customer followups and also works like a business diary because you are holding all the customers data.
For example
You are selling credit cards. When you call to unknown number your lead is not open. Once you know the customer and he/she shows interest in your product/service it means there is a chance of getting business from him/her. now this becomes lead. This lead will go on different stages while you are following customer. If customer is interested you may ask him to collect documents now the customer says ok, collect the documents tomorrow around 1:30. This is the new status to your lead.
And this will be continue till lead is closed (means either we have lost the customer or won the customer)
Finally I would say that CRM is nothing except tracking of customer followups which helps us understanding the business and extract analytic reports to increase the sale or to focus the area which needs improvement or to retain the customers by offering them new services/products.
The pioneer CRM are Salesforce, ImpelCRM.
