1- Benefits of CRM 2- Marketing Benefits 3- Service Benefits 4- Benefits to Customers 5- Learning Goals 6- Four Types of Bonds 7- Types of Defectors 8- Strategies to reduce customer defections 9- CRM Framework -Switching 10- CRM Framework -Satisfaction 11- CRM Framework -Trust 12- CRM Framework -Commitment 13- CRM Framework -Loyalty 14- Summary 15- Additional Resources 16- summary 17- Additional Resource 18- Characteristics of Service 19- Customer Defection in Service 20- Summary and additional Resources 21- Sales Force Automation