Ratcliff (2000) considered CRM as a marketing-based new concept which was
utilized for effectively remaining the relationship between the business and the
customers. Information technology was regarded as an aid of CRM to allow the relative
work being effectively executed. Basically, customer service and present customer
maintenance are preceded by the representatives in call center in CRM where the
representative analyzes the relevant data of customers for marketing and cross-selling to
satisfy individual demands.