The basic goals of the CRM are:

Customer relationship marketing provides key to retaining customers and involves providing social and financial benefits plus structural ties to customers. Companies have to decide how much relationship marketing to invest in different market segments and individual customers, from such levels as basic, proactive, accountable, reactive, and full partnership. Much depends on estimate customer lifetime value against cost stream needed to attract and retain these customers.

Total quality marketing is seen nowadays as a major approach to providing the company profitability and customer satisfaction. Companies ought to understand how their customers perceive quality and how much quality they expect from product. Companies have to then strive to offer relatively higher quality than their competitors. It involves total management and employee commitment with measurement and reward systems. Marketers play an especially crucial role in their company's drive toward higher quality. Basic goals of CRM are following:

The idea of CRM is that it helps businesses use technology to gain insight into the behavior of customers and the value of those customers. If it works as hoped, a business can:

1. Make call centres more efficient
2. Provide better service  to customer
3. Simplify marketing and sales procedure
4. Help sales staff close deals faster
5. Based  on the customer  attributes,  companies  may  customize  market  offerings,  programs, messages, services and media
6. Discover new customers Enable companies to provide brilliant real-time customer service by developing relationship with each valued customer through effective use of particular account information
7. Increases longevity of the customer relationship
8. Reduces rate of the customer defection
9. Makes low-profit customers more gainful or then terminates them
10. Enhances the growth potential of each of customer through "share of wallet," up-selling and cross-selling.
11. Focuses disproportionate effort on the  high value customers

CRM is mostly based upon the customer loyalty that is of great significance for the marketer because firms have realized value of customer retention. Winning a new customer is typically 5-10 times more expensive than retaining an existing customer Customers are typically more profitable the longer you keep them. Value of loyalty goes beyond single customer for the reason that loyal customers provide more and more credible referrals but angry gossip of disloyal customers may demolish a firm.