CHAPTER ONE

1.0              INTRODUCTION

Customer relation management at least in a primitive form has existed since the drawn of group of effort. Certain customer relation functions even though information nature was performed wherever people come together for a common purpose.

The contemporary area of customer relation management begins in the late (1920’s) it was characterized by an increase concern for human element in management. During the course of this century, however, the process of managing people has become more formalized and specialized and also a growing body of knowledge has been accumulated by practitioners and scholars.

The customer relation management (CRM) is a relatively modern label for the ranges of themes and practices involved in managing people.

In organization “people” (Workers) are critical factors in its well-being. Since every organization is made up of people, hiring and maintaining good and qualified people critical to the effectiveness or success of organization. For the fact that every organization is human oriented, a factor without which the organization is reduced to nothing, the process of acquiring human services, developing skills, motivating them and ensuring their loyalty in the organization are vital instrument for achieving organization objectives be it public or private sector.

Customer relation  is simply defined as the supply of required staff of people with various qualitative skills which when applied, organizational or institutional objectives will be achieved.  The globalization process today dictates a need for continuous improvement in productivity and quantity necessary for an effective use of new technologies on organization that would like to survive these challenges of the present and future time anticipate its system reviews and change.

Today things are changing very fast the world has become so much unpredictable and uncertain especially in areas of rapid and radical technological development which focus more on computerization.

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