There has been growing interest in CRM in recent years in business and other fields of study and practice (Balaram & Adhikari, 2010; Becker et al., 2009; Dimitriadis & Steven, 2008; Ozgener & Iraz, 2006). The concept of CRM has grown over the years in explaining loyalty of customers to a particular business. Various studies on CRM have established that the establishment of a good relationship with clients is the mainstay of having loyal customers that bring much business than non-loyal customers (Dowling, 2002).
