CRM is Customer Relationship Management. It applies to both business-to-business and business-to-consumer environments. It can best be defined as a strategy; merging business processes, people and technology to maximize profitable client relationships. Small and medium-sized business are now asking the questions that were previously exclusively the domain of larger enterprises thanks to a maturing understanding of the issues in CRM, and an increase in affordable solutions from established software vendors. This paper from Consult CRM seeks to assist mid-market organizations to demystify the broad meanings attributed to CRM, understand the possibilities, and outline a set of clear achievable steps to achieving real CRM.