Customer Relationship Management (CRM) refers to systems and software that organizations use to track and manage interactions with customers or constituents. CRM systems record contact history, service requests, communications, and other relationship information. In municipal contexts, CRM systems help track citizen requests, complaints, and interactions across departments—ensuring issues are followed up, patterns are identified, and service quality is monitored. When you call to report a pothole and receive updates on the repair, a CRM system likely tracks that interaction. Modern CRM enables better service by giving staff complete information about previous interactions and ensuring requests do not fall through cracks.