CUSTOMER RELATIONSHIP MANAGEMENT STRATEGIES IMPACT ON MARUTI SUZUKI (KEY IJP************177)

• Harsh Dubey

Abstract

Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.CRM systems compile data from a range of different communication channels, including a company's website, telephone (which much software come with a soft phone), email, live chat, marketing materials and more recently, social media. They allow businesses to learn more about their target audiences and how-to better cater to their needs, thus retaining customers and driving sales growth. CRM may be used with past, present or potential customers. The concepts, procedures, and rules that a corporation follows when communicating with its consumers are referred to as CRM. This complete connection covers direct contact with customers, such as sales and service- related operations, forecasting, and the analysis of consumer patterns and behaviours, from the perspective of the company. According to Gartner, the globalCRM market size is estimated at $69 billion in 2020.A CRM system helps businesses organize and centralize their information on customers, allowing for easier access and customer support. Businesses use CRM systems to optimize sales and marketing and improve customer retention. Data analytics is also much easier, where businesses can track the success of various projects or campaigns, identify trends, infer associations, and create visually intuitive data dashboards.