ＣＲＭ是“客户关系管理”的英文简称，它是伴随着因特网和电子商务的大潮进入中国的。Ｏｒａｃｌｅ于两年前就在申国开始了客户关系管理（ＣＲＭ）的市场教育和曾及工作。 最早发展客户关系管理的国家是美国，在１９８０年初便有所谓的“接触管理”（Ｃｏｎｔａｃｔ Ｍａｎａｇｅｍｅｎｔ）专门收集客户与公司联系的所有信息。到１９９０则演变成包括电话服务中心支持资料分析的客户关怀（Ｃｕｓｔｏｍｅｒ ｃａｒｅ）。 CRM is the English abbreviation of “customer relationship management”, it is accompanied by the tide of the Internet and e-commerce into China. Oracle began marketing and doing business in China with customer relationship management (CRM) two years ago. The first country to develop CRM was the United States. In early 1980 there was the so-called “Contact Management,” a collection of all the information that customers contacted with companies. By 1990 it evolved into a customer care that included call center support for data analysis.