Paper Contents
Abstract
Customer Relationship Management (CRM) has emerged as a critical strategic tool for businesses to enhance customer satisfaction, loyalty, and overall performance. This research paper presents a conceptual analysis of the customer relationship strategies employed by Maruti Suzuki, one of Indias leading automobile manufacturers, and explores their significance on organizational performance. The study delves into the key CRM practices adopted by the company, such as personalized customer engagement, after-sales service quality, digital communication channels, and loyalty programs. Through a detailed conceptual framework, the paper analyzes how these strategies contribute to enhancing customer retention, brand equity, and sales performance. The analysis also examines the integration of technology and data-driven insights in Maruti Suzukis CRM efforts, reflecting the brands adaptability to changing customer expectations. By correlating the companys CRM approach with its market share and customer satisfaction indices, the paper provides insights into the effectiveness of these strategies in fostering long-term business growth. The findings are expected to offer valuable implications for practitioners and researchers aiming to understand the role of CRM in the competitive landscape of the Indian automobile industry.Keywords:Customer Relationship Management (CRM), Maruti Suzuki, Customer Loyalty, Organizational Performance, Automobile Industry, Customer Retention, Brand Equity, CRM Strategies, Conceptual Analysis.
Copyright
Copyright © 2025 Mr Kunal Kumar Singh . This is an open access article distributed under the Creative Commons Attribution License.
