The Influence Of Customer Relationship Management And Customer Satisfaction On Customer Loyalty

Authors

  • S. Kotteeswaran
  • R. Murugan

Keywords:

Client satisfaction, Client relations, Perception, Marketing, Customer Relationship Management

Abstract

Customer Relationship Management (CRM) is a widely implemented model for managing a company’s interactions with customers and sales prospects. It involves using technology to organize, automate, and synchronize business processes, primarily those related to sales activities, but also marketing, customer service, and technical support. The overall objectives of CRM are to find, attract, and acquire new customers; nurture and retain existing ones; win back former customers; and reduce the costs of marketing and customer service. CRM represents a company-wide business strategy that includes customer-facing departments as well as other internal departments.

The primary aim of this study is to analyze customer relationship management practices in the context of products and services. The research is conducted by collecting feedback from customers and comparing those results with expected outcomes. By studying and comparing customer perceptions of products and services, businesses can build more effective relationships with their customers. Maintaining strong customer relationships is crucial, as it helps organizations establish a competitive position in the market.

Downloads

Download data is not yet available.

Metrics

Metrics Loading ...

References

Vidya, S. R., & Shanthi, R. (2021). A Study on the Performance of E-CRM of Public Sector Banks in Chennai City. International Journal of Management, Technology and Engineering, 11(1), 4709-4719.

Khanh, T. D., Linh, N. T., & Thuy, T. T. (2021). The impact of organizational factors on the successful implementation of electronic customer relationship management in airlines in Vietnam. Journal of Asian Finance, Economics and Business, 8(6), 581- 592.

Kampani, V., & Jhamb, P. (2020). Role of E-CRM in Customer Relationship Management: A Review. International Journal of Engineering Research and Technology, 13(8), 1260-1266.

Abdi, A., Khani, F., & Afshari, M. (2020). The impact of electronic customer relationship management on service attributes and quality of customer-bank relationship in Tehran city. International Journal of Emerging Markets, 15(6), 1072- 1091.

Downloads

Published

2025-08-02

How to Cite

1.
Kotteeswaran S, Murugan R. The Influence Of Customer Relationship Management And Customer Satisfaction On Customer Loyalty. J Neonatal Surg [Internet]. 2025Aug.2 [cited 2025Oct.10];14(8):858-60. Available from: https://www.jneonatalsurg.com/index.php/jns/article/view/8717

Issue

Vol. 14 No. 8 (2025): Journal of Neonatal Surgery

Section

Original Article

License

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

You are free to:

  • Adapt — remix, transform, and build upon the material for any purpose, even commercially.

Terms:

  • Attribution — You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
  • No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.