Implications on customer satisfaction and loyalty in CRM
Atul Kumar, Apoorv Soni, Kalyani Sahastrabuddhe · Zenodo (CERN European Organization for Nuclear Research) · 2021
Customer relationship management (CRM) is an integration of people, processes and technologies aimed at mitigating customers in the company. CRM has evolved from the advances in information technology and customer-focused organizational changes. CRM companies will reap the benefits from customer loyalty and long-term profitability. However, many enterprises cannot achieve successfully, mainly because they do not realize that CRM requires corporate, cross-functional, customer-focused re-engineering. CRM is seen as a business trend, but an industry standard which ensures and maintains a competitive advantage. CRM determines strategic, operational, analytical and collaborative determination. The benefits of CRM will be linked to improved customer-oriented capabilities, coordination of cross-chain support, increased efficiency and efficiency of sales, improved pricing, customized products and services, increased efficiency and effectiveness for customer service, individual marketing messages also called campaigns, connect customers and all channels on a single platform.