Abstract
Within the broad framework of marketing, Customer Relationship Management is the mostimportant the upcoming interesting area one concerned with understanding how relationships acts inretaining customer loyalty. During the informal discussions with concerned authorities of organizations inwestern Maharashtra, it was brought to the notice of researcher by them that there is keen need of studyingcustomer relationship management. Many of them rightly noted their experience with regard to difficultiesbeing faced by them while tackling the customers holding them for long term in the competitiveenvironment. It was also observed that customer relationship management is the most neglected activityin many organizations, which should be given prime attention to meet the contemporary challenges inSmart Utilities based on Predictive Analytics. Therefore the need is to make in-depth study of how therelationship aspect will affect the growth profitability for the firms to what extent this requires an indepthstudy of the subject entitled with intention to make a comprehensive study of customerrelationship management in Smart Utilities based on Predictive Analytics
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