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THE ROLE OF CRM IN ENHANCING CUSTOMER LOYALTY: A STUDY OF INDIAN ENTERPRISES

Sujata Mittal, (STUDENT)

Dr. Kailash Kumar Sahu, (PROFFESER)

AMITY UNIVERSITY, CHHATTISGARH

ABSTRACT: Customer Relationship Management (CRM) refers to a strategic approach focused on managing interactions with current and potential customers across various communication platforms. This system facilitates understanding customer needs, preferences, and behaviors by engaging with them through both online and offline channels. Effective implementation of CRM leads to improved customer satisfaction, trust, and ultimately, loyalty.

This study explores the significant role of CRM in enhancing customer retention and maximizing customer lifetime value. It investigates how consistent and well-integrated CRM practices contribute to building long-term relationships and sustaining consumer engagement. By analyzing secondary data and examining existing customer-related metrics, the research highlights the correlation between CRM initiatives and customer loyalty outcomes.

Findings from the study indicate that well-executed CRM practices positively impact customer retention by fostering trust, delivering personalized experiences, and increasing satisfaction. The results also show that organizations that systematically apply CRM strategies are more likely to benefit from higher levels of customer loyalty and long-term profitability. Therefore, businesses aiming for sustainable growth must prioritize CRM as a critical tool in their customer relationship strategy.

Keywords: Customer Relationship Management, Customer Retention, Customer Loyalty, Customer Satisfaction, Lifetime Value