Choosing a major can be scary. It’s not a simple either/or decision, like choosing a car
with either stick shift or automatic. It means a commitment of several years and,
in most cases, a great amount of money. Although it’s a personal decision, your friends
and relatives will probably feel free to second-guess it. How can you sort out all of the
possible choices and pick one that’s right for you?
Th is book can help.
Customer Relationship Management (CRM) is growing in importance due to the challenging business
environment faced by organizations throughout the world today. It is particularly critical in industries
undergoing changes in traditional channel configuration. CRM is a means of addressing increasing
competition, changing economic conditions and promotional dependence through the use of intimate
customer knowledge; knowledge gained through relationship development and past marketing programs.
Micro, small and medium-scale enterprises (SMEs) make important contributions to economic and
social development. In all economies they constitute the vast majority of business establishments, are
usually responsible for the majority of jobs created and account for one third to two thirds of the turnover
of the private sector. In many countries they have been the major engine of growth in employment and output
over the last two decades. In developing countries they are seen as a major ‘self-help’ instrument for