I might be biased here (having worked on a CRM before), but it does sound like the old joke about "What's an Internet Service Provider?" to me. ...It's a provi

I might be biased here (having worked on a CRM before), but it does sound like the old joke about "What's an Internet Service Provider?" to me. ...It's a provider for your internet service. The explanation isn't going to get any easier than that. A CRM is where you manage the relation to your customers - whatever that means depends on the vendor and customizations. Run analytics who to upsell to, send marketing material to, get reminded that a customer's subscription is running out, ....