No. CRM is about getting your arms around all customer touch points in a company. A CRM system allows you to track every sales call, inbound customer service call, outbound collection call, billing statement, letter from the customer or incoming fax. The end game is not the collection of data but instead getting a complete view of the customer and their relationship with your organization. That view allows you to identify ways to build customer loyalty and possibly harvest additional revenue from that customer. CRM systems can be very complex, but this gives a quick snapshot.

A customer service plaza can be an important part of a company's CRM effort.