Customer Relationship Management
In modern business scenario, customer is the ?king?. Today?s customer is a well-informed and well-read entity. He/she has very high expectations from an organization. The organization has to perform as per the expectations of its customers, for sustaining itself in the long run. It is imperative for the organization to devise Customer Relationship Management (CRM) framework at all levels of the organization including the account management level. The paper examines the issue of operationalizing CRM systems in organizations.