A customer or a potential customer interacts with a business in different ways.These interactions help to form an opinion of the business for the customer and potential customers which inturn may accelerate or decelarate churn. In this article we will look at the different ways a customer interacts with a business, how to take charge and shape the opinion of the customer in the different interactions and what is a CRM (Customer Relationship Management) system and how can this system help to capture, store and generate insignts from customer interaction. when they are buying a product or service, when they are requesting for support