Customer relationship management (CRM) is the latest buzzword in the Indian business community. In the highly competitive scenario today, customer retention has become of prime importance, and this is where customer relationship management comes in.
According to AMR research figures, the global customer relationship management market is estimated at touch $16 billion by 2005. The Indian market for the same, according to estimates, will be around 1 to 2 per cent of the global market.
Customer relationship management deals with managing all contacts with the customer in order to build a long-lasting and fruitful relationship.
The three
