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Research report - Customer relationship management Case Solution


The research study aims to evaluate the effect of applying the concept of customer relationship management (CRM) on the everyday organizational practices the effective policies and procedures and their implementation on customer satisfaction and retaining the customers. It provides an opportunity to the organization to investigate and discover about the needs of the customers. By this way company can make the new customers and develop their clientele.

The approach used during the research was survey (survey monkey) to collect the data. The sources from where the data is collected are authentic. The diversification of the respondents and opinions taken based on the questionnaire segments that I have provided to the website and collects the results for the research

Furthermore, the areas on which the research is based is to evaluate the distinctive roles that the CRM plays for the cost reduction and operations efficiency of the organization and the need to establish the sustainable CRM to achieve customer’s satisfaction. The positive impact that the effective operation pf CRM to the profits of the company.


Customer relationship management is a wider term that is used to describe the people policies and procedures used by an organization to deal with the customers. The strategies which are used by the organization to sort out the queries related to products policies or any other organizational practices. Technological measures used by the organization combined with marketing to bring the best of the responses to the customers and to take care the needs of the customers. The concept of customer relationship management was first made in operation in US during 90’s and after the success in US it has accepted and practiced worldwide. The automation of the customer relationship process brought revolution, especially when dealing in sales activities marketing of any new product. Technical support provided by the company through their service procedures serves the customers best of their experience.

Customer service operations are used to serve variety of purposes, to establish cordial relations with the existing clients, to attract new promising clients and cutting down the costs to market the product. Making strategies to reduce the cost. Customer relationship operations also help towards diversification of products brands across the world, in this era when competition between the companies increases and there are many substitutes available to the people for single product these profound strategies are helpful for client facing. Customers provide base for building an organization and are very important aspect for an organization, relationship between customers and organization serves to be a long term goal for an organization. By developing favorable terms with the customers organization would be able to develop customer loyalty and in the long run this would turn best in organization’s favor. Firms focus on establishing cordial relations with the profitable customers and that’s how overall growth prospects of the organization related to customer’s need and satisfaction can be achieved.

The methodology we use for our research is based on surveys that we had performed recently to base concrete conclusion and to analyze the role of various customers relation department serving in different organizations. The sample we took to base our survey consists of the people of different organization and their respective responses on the questions that we have asked to develop our analysis and conclusion.


The concept of customer relationship management is very important. When customers are satisfied and happy from the organization, it provides organization to grow and to reform and make changes to provide better products to their customers. By taking regular feedbacks and connecting with the customers it provides benefits to the organization to come up to the expectations of their customers.

The aspects which carries huge importance for organizations are:

  • Customer relationship is an important aspect to create edge over competitors that provide similar products by providing efficient customer service companies can develop their name.
  • To create value for the existing customers and to plan effective strategies to win prospect customers.
  • When you are connected with your customers you are always updated about their choice taste and trends that enables you to design your future related strategies.
  • Sales of complimentary other company’s products by high lightening their features and bringing about the knowledge.
  • It provides an opportunity to portray that your business and your organization is more friendly and cooperative and they are always there for their customers to provide the information and fulfilling the needs of their customers...................................

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