this is actually a heck of a lot simpler than it sounds:
When you call Customer Service for a company, they use a CRM tool to look up information about you in their database; what you've purchased from them, what your address is, general account information.
so in other words even smaller enterprise companies could purchase CRM software and manage their customers? maybe something like this: http://www.salesforce.com/
yeah, I don't know all the details, but this looks like an all-around CRM (customer support, sales, marketing).
...or you could create your own.
I've worked mainly on creating/maintaining customer-support tools at the last two jobs I've had.
neat so are you like a consultant?
no i'm more like a salaried employee.
if that's what it is, then my company uses Mas90 to manage CRM. We used to use Teletracker. Both, in my opinion, SUCK.