Dr. Mukesh Chaturvedi is Professor of Business Communications at Management Development Institute, Gurgaon. Formerly a faculty of Management Studies at BITS Pilani, Chairman of Marketing Area at XLRI Jamshedpur and MDI Gurgaon, and Founder Director of Centre for CRM at ABS Noida, he has about 25 years of experience in teaching, training, research and consultancy in the areas of Marketing, Marketing Communication and Business Communication. This is his fifth publication, including the earlier four in the areas of marketing and direct marketing.