PRIMARILY CRM STANDS FOR CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IS A BUSINESS STRATEGY ENABLED BY THE ADVANCES IN TECHNOLOGIES . WORLDWIDE IMPLEMENTATION OF CUSTOMER INFORMATION , ENTERPRISE RESOURCES PLANNING (ERP). SYSTEMS  SALES FORCE AUTOMATION AND INTEGRATED SELLING POINT SYSTEMS —- ALL TOGETHER HAVE MADE CUSTOMER INFORMATION AVAILABLE READILY AND MASSIVELY. ADVANCEMENT IN INFORMATION MANAGEMENT TECHNOLOGY AND SUPPORTING INFRASTRUCTURE ENABLE US TO TAKE ADVANTAGE OF THIS INFORMATION COST-EFFECTIVELY AND INDICATIVELY.  THE FOCUS IS ALSO BEING SHIFTED TO BOTH CUSTOMER INTERACTION AND CUSTOMER RETENTION.