To be successful in any business, you must focus on customers i.e. you must be customer centric. Organizations must look at business from a customer's perspective and get a whole new vision of what they are doing. This will in turn improve the service you can give to the customers. CRM is a powerful tool for building the customer-centric business as it establishes a 360-degree view of your customers and use that information to serve customers better. It also tracks all your dealings with customers and potential customers. Read more at: http://it.toolbox.com/blogs/insidecrm/customercentric-with-crm-74862