Main Article Content
Abstract
Customer relationship management (CRM) is a concept for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes. The aim of this study is Issues and Challenges of CRM tools in Departmental Stores, Chennai. Data were collected through questionnaires. Sample was collected on the basis of non-probabilistic convenience sampling method. The population in this study comprise of customer who use departmental stores in Chennai. The various statistical methods were used such as percentage analysis and one way ANOVA. Finally the results and suggestions related to the analysis results have also been introduced in the study. The study has identified the different variables influencing CRM Practices. It can be understood consumer promotional tool, Loyalty programme at departmental stores and high variance in explaining towards services offered by departmental stores in Chennai.