Main Article Content
Abstract
This paper examined the impact of customer relationship management (CRM) elements on customer satisfaction and loyalty. The Customer Relationship Management (CRM) is the highly valued in market for existing and current customers. In this research we explore the effect of CRM on factors such as customer satisfaction and customer retention. Since CRM is defined as an important key in business among companies to maintain and increase their customers base. In this study we look for various factors that are necessary for an effective CRM. In this research, we concentrate on these issues that are fetching importance to higher level officials in an organization: is there a relationship between CRM with customer satisfaction and retention in Indian organizations? If so then how we can relate CRM with customer satisfaction and retention? The study employed quantitative approach and base on 100 respondents. Various statistical were used in this study. The finding shows at behavior of the customers are significantly related and contribute to customer satisfaction and retention.