... customer centric (Frow 2005). According to this article CRM can mean the new implementation of technology, a customer-oriented technology solutions, and a way to increase shareholder value. Customer relationship management can go in all three of these directions. The key aspect of customer relationship management is to focus on the customer to create loyal relationships. There are many ways in which this can be accomplished. It is important to realize that an organization must align their priorities correctly. It is just as important to retain the old customers, as it is to acquire new ones. Acquiring new customers will prospectively help an organization keep growing, however, the older customers ensure the business and they ensure the revenue. It is not good business ethic to spend much more time on prospective customers than it is customers. It is classic to hear of businesses busting a gut to satisfy a new client ...

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