它不仅存在于产品目录、宣传材料、客户服务记录的文件或档案中，还存在于客户关系管理的程序、过程、实践和惯例之中。
It not merely exists in the file or file of the catalogue, publicity materials, customer service record, but exists in the procedure, course, practice and convention of customer relation management.
当消费者从你那里购买产品，与你的销售代表交谈，或者退换产品的时候，一个真正的客户关系管理产品或服务能帮助你记录这些数据，然后通过这些数据来增加对客户的了解。
When a customer buys from you, chats with your sales rep and maybe returns a product, a true CRM product or service can help you mine this data and use it to know more about your customers.
比如你买的产品附带终身保修服务，你可能需要保存客户记录。
For example, if you sell products with a lifetime warranty attached, you may need to retain customer records indefinitely.
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