Some people reckon that customer relationship management (CRM) is nothing more than a highflown concept originally dreamed up in business school. But there are many businesses out there that would argue CRM has changed their enterprises for the better.

Whatever the case, it's always useful when somebody explains a complex subject in reasonably simple terms. The accountancy firm Sage has published a 'jargon-free' white paper on CRM, which it describes as "an outline of some of the areas where CRM typically helps business".

You're supposed to hand over lots of personal details before reading it, but if you sneak round the back way and click on this link, you'll find it ready to download. Just don't tell anyone.