The Internet presents businesses with revenue opportunities and customer service challenges. The web opens the world to the smaller enterprises leveling the competitive field but also raising the customers’ expectations. The awareness of the customer has increased a lot worldwide. With time and geographic boundaries eliminated, customers expect superior, consistent, 24X7 service. The customer is aware of their consumer rights and their demand for better services and the product is increasing day by day. In the cutthroat competition of today world it’s not only difficult to bring new customer but also to retain the old customer.

Diminished customer loyalty is a natural by-product of toady’s Web-enabled economy, which means companies, can no longer afford to operate segregated islands of customer data across the enterprise. Indeed, it is competitive requirement that successful businesses raise customer service to a strategic level. They must deploy consistent and synchronized electronic customer relationship management (eCRM) systems that support all customer communication channels (Phone, Email, web) through linkages with all front office and back-office applications and business functions across the enterprise.