CRM Software- What is it and the current situation

Hello All,
I had the possibility to read an article in deccan chronicle about the CRM software and current trends...First of all what is CRM software.....Simple example is ICICI bank...Whenever you swipe the card, you will get a message saying your current balance will be this much Rs....ICICI is one of the best example for CRM software not the best for CRM....Any way, the companies around the globe are more focussed towards maintaining the existing relationship with their customers and achieve the customer delight (MBA term).....Since the crisis is peak for now, this area has become one of the key areas for the IT companies to focus with....This is the time for the companies to maintain the existing customer base and get the bottomline business from them....On the other side, Cost cutting is also happening in this area in terms of reducing the licenses stuff and price negotiations...But we need to understand one thing here is for companies always customer is the King and focus should be there despite of crisis and cost cutting.

Thanks & Regards,
Varun
dayvarun@gmail.com