In the eighties and nineties, keeping a record of your clients and customers would involve a storeroom of cabinets filled with ledgers. And it would require a lot of tedious work going through files to extract information about a particular client. However, we are in the 21st Century which means, of course, there are digital applications to ensure that this particular process is executed seamlessly. From the eighties when they were first introduced, Customer Relationship Management (CRM) Systems have evolved from software that help businesses record and keep track of customers’ information to automated systems that do all of that but also manage and analyze an organizations interaction with past, present and potential customers. For public sector organisations where there are strict protocols that often lead to bottlenecks, a lot of waiting, and eventually frustrated and dissatisfied customers, a well designed and implemented CRM system will not only boost efficiency but would immensely help reduce costs by streamlining, facilitating and automating interaction between citizens, service providers, civil servants and stakeholders. Some government processes that would be aided by implementing CRM systems include Service Delivery: Many citizens complain about response time when dealing with government agencies