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

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CUSTOMER RELATIONSHIP MANAGEMENT—AN INDISPENSIBLE PART OF BUSINESS GROWTH, CUSTOMER SATISFACTION AND CUSTOMER RETENTION

    1 Author(s):  DR.SUBHASH KUMAR VERMA

Vol -  16, Issue- 9 ,         Page(s) : 221 - 239  (2025 ) DOI : https://doi.org/10.32804/IRJMSH

Abstract

According to Prof.Adrian Payne of Cranfield University, CRM is ‘the strategic process of identifying desirable customer segments, micro-segments, or individual customers on a one to one basis and developing integrated programs that maximizes both value to the customer

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