Customer relationship management (CRM) frameworks capture every communication an organization has with a customer, so that further knowledge enhancement is possible. Let's say if a customer has a problem, every time they contact customer service they should be able to see what the customer purchased, view the shipping information, call up the training manual for that item, and respond effectively to the issue . The entire connection is stored in the CRM framework, ready to be reviewed if the customer calls again. The customer benefits from a superior, more focused experience and the organization benefits from an improved experience.