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Essay from the year 2011 in the subject Business economics – Customer Relationship Management, CRM, grade: 80, De Montfort University Leicester (-), course: E Business, language: English, abstract: IntroductionWith the dynamic nature of the global business environment and increasing competitive pressure, organizations are shifting from product-focused strategy to consumer-focused strategy. With the advent of internet, consumers are becoming more knowledgeable and more aware of the various opportunities available to them. The internet has provided easy access to new products and access to more options leading to an expanded competitive advantage for theconsumers, greatly enhancing their choices, value and pricing flexibilities in many cases.Customer retention and loyalty has become a nightmare to many organizations, and organizations are now involved in what can be termed \