CRM entails all aspects of interaction that a company has with its customer, whether it is sales or service-related. So we you call the credit card company and you go through the automated system that is an ex of a CRM it lighten the load a company. Another ex of a CRM is you place your order for pizza on-line. CRM not only touch the sales side of the business it also touch the helpdesk for ex the FAQs so that maybe you can fix your problem that you are having yourself with the right information if not it will transfer you to a company represent. Most CRM for everything that it does it records data that the company can go and look at to see what can be improved on. I am sure some people think that CRM cuts jobs but it does not it just makes a company more efficient at the job could you image trying to remember all the promotion id on Pizza Hut's menu every month with a CRM system you will never have to the system does it for you. 
What are your thoughts on this?