Much has been talked about the effective role and importance of Customer Relationship Management (CRM) strategies and inclusion of it as a vital part of development. This article aims to present a few points of concern about CRM's role.

Today's marketing era has two very distinct things in it. Firstly, there is intense competition due to the opening up of the economy and secondly, customer-centric approach in all the marketing activities. In marketing approach, we still find that the customers have become a scarce commodity as capital. Hence, the need of the hour is to keep or retain your existing customers by having one-to-one marketing strategies. These should not be limited to acquire the new customers, but more specifically for retaining the existing customers. If we look at healthcare, insurance and telecom, two eminent problems being faced by them are Retention and Return.

One of the most striving features of the last few decades has been the enormous and eminent growth in the service sector throughout the world in general and in the world's most advanced industrial economies in particular. There has been a shift in the employment pattern from the manufacturing to service sector accompanied by an expenditure pattern from goods to services. With the structural reforms of 1991 (LPG), the market entry requirement for industries has been made easier, which has resulted in great opportunities for service companies to offer more and more services easily as well as quickly.

MBA Review Magazine, Customer Relationship Management, CRM, Industrial Economies, Gross Domestic Product, GDP, Liberalization, Multinational Companies, MNCs, CRM Strategies, Decision-making Process, Customer Loyalty, Marketing Strategies, Customer Relation Policies, Orientation Programs, Business Environment.