CRM denotes Customer Relationship Management, a policy to know more about customers' needs and psychology so that a permanent rapport can be built up with clientele. After all, winning the heart of customers is winning business. Though there are many technological modules to CRM, it would be fallacious to think about it in terms of technology. It would be more beneficial if CRM is considered as a process which provides lot of information about customers, sales, marketing effectiveness, responsiveness and market trends....