International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

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Volume 7 Issue 2
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The Role of CRM Tools in Customer Retention

Author(s) Ms. Kriti Dubey, Ms. Shruti Kumari, Ms. Nikhar Gupta, Mr. Avadh Varu
Country India
Abstract Customer Relationship Management (CRM) software has become an essential element of contemporary marketing campaigns, especially when it comes to retaining current customers. The focus of this research paper is to examine the role of CRM software in customer retention, and specifically how such tools assist businesses in building long-term relationships, providing personalized experiences, and evaluating customer behavior. Through the analysis of existing literature and assessment of prevailing practices, the research establishes a positive relationship between customer loyalty and the right usage of CRM systems. Issues of implementation and implications for organizations are examined.
In the current competitive market environment, customer retention is as important as new customer acquisition. Customer retention not only saves marketing expenses but also increases profitability, as loyal customers tend to bring repeat business and referrals. CRM tools are a key factor in supporting customer retention by allowing organizations to monitor interactions, personalize communication, and know customer needs. This paper discusses the role of CRM tools in customer retention, looking at their functionality, advantages, and practical application.
Keywords Customer Retention, CRM Tools, Customer Relationship Management, Loyalty, Personalization, Predictive Analytics, Customer Segmentation, Automation, Customer Experience, Business Strategy
Published In Volume 7, Issue 2, March-April 2025
Published On 2025-04-14
DOI https://doi.org/10.36948/ijfmr.2025.v07i02.41597
Short DOI https://doi.org/g9fmz8
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