Gandhian CRM-Mahatma Gandhi’s Philosophy On Managing Relationship With Customers

Abstract

CRM stands for Customer Relationship Management. It is a process used to know more about customers' needs, his likings and his behaviours to develop stronger relationships with them so that their life can be enhance with organization. Mahatma Gandhi said in 1890 in South Africa that a customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him .He is the purpose of our doing business. Mahatma Gandhi clearly said that an organization should concentrate on customers and on his likings and preferences for the products & services. Customer should not be treated as outsider of the business but he should be treated as part of it. Customers are doing favour on us by giving us opportunity of serving them. This study intends to do analysis of Mahatma Gandhian Philosophy on CRM.