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CUSTOMER RELATIONSHIP MANAGEMENT I.Introduction Customer relationship management is about finding, getting and relating customers. CRM is the most important part of any customer focused business strategy and includes the people, process and technology related question to marketing, sales and services. Today, organisations looking to implement CRM strategies need to focus on a common view of customer using integrated system that allows the customer to communicate through any kind of communication medium. Within most companies CRM measurements are complex. Despite these complexities, companies are still adopting measurement systems that are accepted in the market. These measurements range from operational to strategic level. How does the organisation builds its CRM measurement plans, completely depends on the instability of the market, organisation's goals and how much of the organisation and customer base is impacted by the CRM solution considered. The ability to properly measure customer-facing activity is obviously crucial for successfully managing CRM programs....

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