ABSTRACT
The businesses today have identified the need to focus more on customer and the key to retain customer is through development of customer relations. CRM or customer relationship management is based on the idea that loyal customers are profitable for the company. The loyalty has been identified by several researchers to be linked to the level of satisfaction of customers. Organizations require attracting the customers, developing relations so that satisfaction is ensured and retain customers by maintaining the relations. Due to intense rivalry and competition, businesses require focusing on building stronger customer base by promoting goodwill and providing them ...
