Utilization Analysis of Customer Relationship Management in Indian Market

Abstract

The utilization analysis of customer relationship management in the Indian market explains and clarifies what CRM is in the Indian market from the standpoint of the B2B market. It covers CRM's uses, implementation, satisfaction, numerous tools, barriers, and success in various businesses. CRM's mission is to assist Indian enterprises' sales by keeping relationships with customers and connecting with new customers, which means helping business growth by offering appropriate service and product. Companies' goal is to boost sales and make profits. Implementation of various CRM tools, new software’s, use of Social CRM, Mobile CRM, E-CRM and era of Artificial Intelligence. For this analysis, a quantitative approach was used. A questionnaire with 20 different questions was produced and delivered to various Indian firms, and 45 people responded. It was discovered that 30 distinct enterprises use CRM systems in that survey. As a result, Maximum companies in India are using CRM system in their organization for different purposes. At the end this study concludes that Indian companies using CRM system successfully while this system is necessary and support them to solve various tasks.