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This book is useful to any business person or company since it offers detailed explanation on how customers can be managed through a better use of technology. The report gives an insight on the utilization of Technology based CRM in promoting service quality which in turn enhances the level of customer satisfaction. Moreover, the study went further into analyzing the effect of micro environment factors in the relationship between technology based CRM and service quality. The effect is incredible.

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Bachelor of Business Administration (Marketing major) - Saint Augustine University of Tanzania ((SAUT). Master of Science in Marketing - Kenyatta University Nairobi, Kenya. Currently teaching at SAUT Arusha Center.

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