International Journal For Multidisciplinary Research

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Customer Relationship Management Practices of Small and Medium Enterprises: A case study of Gazipur District

Author(s) S. M. Mujahidul Islam, Arifur Rahman, Sharmin Zaman, Fatema Akter
Country Bangladesh
Abstract This study has focused on the implementation, awareness, problems, focuses & future of CRM in case of Small & Medium Enterprise. Hence the present study may turn to be a guideline for the owners, administrators, managers & policy makers of SSIs on the successful implementation of CRM in their industries. In this research we analysis the data through Chi square test, it is proved that there is an association between the awareness about CRM practices & maintenance of Database of customers in Small & Medium Enterprise. Hence, we can conclude that the awareness about CRM practices & maintenance of Database of customers are dependent on each other & has an association between them. There is an association between awareness on CRM practices & Customer Care Helpline. This statement is significant as tested by the Chi Square test. From the testing of hypothesis, it is proved that CRM awareness is dependent of Feedback mechanism in Small & Medium Enterprise. When tested the statement that whether the focus on CRM is associated with the age group of respondents, it was found that the focus on CRM is associated with the age group of respondents. It was found that the CRM implementation is dependent of type of industry i.e. whether the company is into Goods or Services. From the analysis we can say that in small scale industries the CRM practices are implemented or not are dependent on the number of employees. It is also proved through the chi-square test that maintenance of the Customer Database is dependent of Feedback mechanism in Small & Medium Enterprise. It means that the companies who generally have customer database also have the feed-back mechanism.
Keywords CRM, SME, Gazipur
Field Business Administration
Published In Volume 7, Issue 6, November-December 2025
Published On 2025-12-10
DOI https://doi.org/10.36948/ijfmr.2025.v07i06.62754
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E-ISSN 2582-2160
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