Impact of CRM on Customer Loyalty in Retail Industry

Project proposal
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Table of Contents
INTRODUCTION...........................................................................................................................3
Objectives....................................................................................................................................3
How objectives will be achieved................................................................................................4
Problem statement.......................................................................................................................4
Literature review..........................................................................................................................4
Marketing strategy.......................................................................................................................6
Impact analysis............................................................................................................................6
Constraints...................................................................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9
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INTRODUCTION
Customer satisfaction have been identified as the major level of business philosophy which have
the tendency in creating the value of their customer by anticipating and managing there with
particular expectations and demonstrating the ability and responsibility to have the satisfaction of
the needs. In addition to that’s the quality of services and the customer satisfaction have been
turned out to be the critical factor for the success of any business. For the business, the key for
achieving the sustainable level of advantages have been lying in delivering their high-quality
services that will be resulting in satisfied customers.
Now a days the company are facing the higher level of competition, in order to have their
increase in the customer retention and encourage them to be the parts of loyalty or repurchase the
product and services (Helgeson, 2017). The company have failed in get resorted to meeting and
satisfying customer needs by not being only reactive but proactive. They are also interested in
finding new ways and means to satisfy the customer. The company have failed in the attracting
the new customer along with failing to retain the previous ones. So there is need to have the
development to work as building there long term relationships with customers, suppliers,
employees, distributors and the general public.
A CRM system maintains and manages data obtained from multiple sources and
touchpoints, including email, the company website, live chat, telephone, and social media, etc.
Sharing customer data between different departments will enable you to work as a team and help
optimize the customer experience.
These companies are striving to satisfy the maximized expectations of each stakeholder
group. The implementation of the customer relationship management has the helped in
identification that’s the retaining the recent or current customer have been less expensive as
compare of attracting the new ones. As the today business environment have been identified to
be high completive have the enveloping the voluntary exchange of the relationship form the both
sides which will make the communication better though the usage of differ in statements.
Aim
To study the impact of customer relationship managements on the customer loyalty in the retail
industry
Objectives
 To analyse the importance of CRM in the retail industry.
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