International Journal of Science, Engineering and TechnologyAuthors: Vedant Kulkarni
Abstract: Customer Relationship Management (CRM) plays a pivotal role in contemporary business transformation, forging strategic pathways for organizations to thrive in rapidly evolving markets. As businesses face intensified competition, customer-centricity has emerged as a critical differentiator, and CRM platforms have become the linchpin for fostering meaningful connections between companies and their clientele. Modern CRM systems contribute directly to digital transformation efforts by integrating processes, automating operations, and enabling data-driven decision-making. This article explores the multi-faceted impact of CRM on organizational growth, agility, and operational efficiency. It delves into how CRM software transforms customer engagement, streamlines sales and marketing functions, and amplifies support quality, underpinning all aspects of business performance. From cloud-based platforms to AI-driven analytics, CRM innovation empowers businesses to deliver highly personalized experiences, cultivate lasting loyalty, and maximize profitability. Ultimately, the adoption and strategic implementation of CRM technology underpin a sustainable and future-ready business model, driving enterprises of all sizes towards exceptional customer experiences and operational excellence.
DOI: https://doi.org/10.5281/zenodo.16977933
