Question: Customer relationship management (CRM) has emerged as one of the hottest applications in business software. It has been defined as a "horizontal business strategy that focuses on customer-facing portions of business processes." CRM software is designed to integrate a company's sales, marketing, and customer support functions in order to serve the customer better while at the same time making the information available throughout the organization. Search the web for an application of CRM software that enabled a company to achieve higher levels of customer service and improve profitability while redesigning key business processes.