Retail industry plays a crucial role in any economy. Customer retention plan and due implementation are basic requirements for the success of retailer sector. Information technology is contributing modern business in different ways. Internet based email system is playing an important role in acquisition and retention of customer in modern business. Being a most common application of the internet, email has brought a big revolution in the way of doing business. Companies can send information far easier and faster and can easily track past communications. Emails reduce cost and save time.

Modern firms adopt customer retention activity to minimize customer defection. Successful customer retention starts from the very first contact of a customer to a firm to be continued through entire business life. An ability of a firm to attract or retain customers is not only the function of product or services but is strongly related to active role of an organization that it perform for retention using numerous IT tools and managerial tactics.