In the consultancy projects we conducted with Turkey’s leading corporations, we observed that investments made in systems and programs without internalizing their basic philosophies in order to be able to resolve an immediate problem, caused several new material and non-material problems in the medium term. For this reason, in this first article in our series, we will present the concept of “Customer Relations Management” by treating it as a point of view of our corporate management. Therefore, we will be talking about the reflection of “being customer-oriented and behaving accordingly” on life, that is actually a massive change management decision that awaits companies.