According to Peppers and Rogers Methodology, the first stage is to identify the client and understand client behavior with attributes in order to understand their needs, habits and desires. The knowledge gained in this stage is “fed” in the marketing campaigns and business strategies.

The second stage is to start managing the customer relationship by first performing direct customer interaction and then continually integrating all relevant interactions. All the interactions and dialogues should be fed in the CRM as to manage and customize it for the better deliverance of the products and services for better future actions.