Customers play an important role in organization’s success. An organization need to understand what customer needs are and what they expect from an organization. In order to gain customers trust they have to find way to satisfy their needs. All organizations should develop a customer relationship management strategy so they can win and keep the customers.


The best CRM strategy is customer-centric. Sale associates are customers interface. They should be trained to collect basic information about customer, like first three digit of phone number with which we can find out from where most of our customers come from.

Organization should also improve their services to win customers. Using company website they can make it easy for their customers to contact them.

Customers can contact them via, phone, web and in store. Customers can also share their experience at store or on website.  According to Baltzan, P., & Phillips, A. ” PNC retained 21 percent more of its consumer checking households as well as improved customer satisfaction by 9 percent”.

YouTube which is a popular free video sharing website and second life which is virtual world are playing an important role in a business success. Business can use YouTube videos for product awareness, advertisement and retail promotions. David Meerman Scott said that, “Consumers love to watch videos. We’re becoming less of a society of readers and more of a watchers; the average consumer would rather watch a video than read a text-based advertisement”.

Promoting company’s products on online using videos will have better impact on customers then on local TV ads. A Millward Brown study found that online viewing led to 82% brand awareness and 77% product recall, compared to just 54% brand awareness and 18% product recall for similar television ads.


To save money on advertisement, companies should only try to market their products and services to their prospect customers. Advertisers with CRM programs want to use what they know about their customers to strengthen customer relationship in all of their media communications.