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Shifts in Business-Politics Paradigms: Exploring Lessons and Future Growth Read chapter Read first chapter

2019 | OriginalPaper | Chapter

4. The Impact of Customer Relationship Management (CRM) Practices on Customer Satisfaction

Authors : Subhasish Das, Manit Mishra

Published in: Business Governance and Society

Publisher: Springer International Publishing

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Abstract

Customer Relationship Management (CRM) is total alignment of business around the customer. It is a business practice focused on customers; being customer-centric and staying customer-centric. Customers know that the biggest gift they can give to an enterprise is their loyalty. They expect to deal with enterprises the way they like. Enterprises won’t satisfy the customers unless they re-engineer their processes to be customer focused and customer oriented. They have to keep track of the customer’s past activities in order to influence the customer’s future activities. Therefore, there is no substitute to customer-centrism. The objective of a business should be to create customers and keep them, and CRM helps in doing just that.

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Metadata
Title
The Impact of Customer Relationship Management (CRM) Practices on Customer Satisfaction
Authors
Subhasish Das
Manit Mishra
Copyright Year
2019
Publisher
Springer International Publishing
Book
Business Governance and Society

Print ISBN: 978-3-319-94612-2

Electronic ISBN: 978-3-319-94613-9

Copyright Year: 2019

DOI
https://doi.org/10.1007/978-3-319-94613-9_4