Avinash Narula is prolific writer. He has written 3 books on the subject of customer satisfaction and retention. By reading his articles, you can enhance your understanding of the various issues related to the subject. The articles will also assist you in fully tapping the potential of your customers. You can access his articles at the following website:

Here you can find articles on the topic of customer satisfaction, Customer retention, Customer defection as well as CRM (Customer Relationship Management)

Disillusionment with CRM. Why?

As with every buzzword, there are believers and skeptics

August 8th, 2008

Benefit of CRM - Targeted marketing campaigns

CRM and related technologies also assist in marketing through web based marketing campaigns

August 1st, 2008

Benefit of CRM - Ability to treat different customers differently

"Treating different cus­tomers differently is the key distinction between competi­tion today using technology, and competition 15 years ago before this technology was available

August 1st, 2008

Benefit of CRM - Seamless communication and customer service

Even though, businesses collected and stored a lot of information about the customer in the past, the same was available as separate islands of information

August 1st, 2008

Benefit of CRM - Helps service large customer database

The blacksmith had few customers so he could deal with them personally

August 1st, 2008

Benefits of CRM - Integrates information from all channels of communication

In order to serve the customer in an effective manner, it is essential that we have the complete record of his interaction with the company irrespective of the who and which department he has ...

August 1st, 2008

Benefit of CRM - Ability to track individual customers

It has been the long cherished dream of businesses to be able to deal with individual customers directly just like the blacksmith of the pre-industrial era

August 1st, 2008

Benefit of CRM - Handles routine transactions easily

With millions of customers, CRM and related technologies are blessing in disguise for companies as it allows companies to handle routine transaction very efficiently

August 1st, 2008

CRM and database

Effective business intelligence requires real time data (data warehousing), sophisticated data analysis (data mining) tools and front-end tools which allow managers to use the information to make ...

August 1st, 2008

What are customer icebergs?

What are customer icebergs?What is a customer iceberg? Simply put, every dissatisfied customer turns into a customer iceberg

July 9th, 2008