( ISSN 2277 - 9809 (online) ISSN 2348 - 9359 (Print) ) New DOI : 10.32804/IRJMSH

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CUSTOMER RELATIONSHIP MANAGEMENT IN RETAIL SECTOR

    1 Author(s):  DR. NIMITA KHANNA

Vol -  13, Issue- 2 ,         Page(s) : 87 - 97  (2022 ) DOI : https://doi.org/10.32804/IRJMSH

Abstract

Customer relationship management is a never ending process and it has gained immense importance in the recent years. With the change in market scenario, the conditions have changed tremendously. Earlier, the market was seller centric but with the change in time, the market has become customer centric. Where the main focus is on customer needs and wants and customers are treated as the king in the market. It is very much important for the business firms to meet the expectation of the customer so as to ensure their long term footing in such a competitive market. CRM is the key to maintain a healthy relationship with the customers and other related parties because only through this healthy relationship one can ensure a pool of talent consumers.

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