This module is designed to develop an understanding of the emerging importance of customers in today's business environment and the constituents of the Customer Relationship Management (CRM) systems. To this end, the module begins by discussing the forces that paved the way to customer-centric business strategies. Elemental characteristics of a customer-centric business are introduced and associated business processes are identified. The module then concentrates on these pillars of CRM and the central issues in the design of a successful CRM implementation.