Paper Contents
Abstract
1. The evolution of the retail sector has been remarkable with the incorporation of CustomerRelationship Management (CRM) systems that utilize technology to stimulate customer loyalty,satisfaction, and growth of the business. This work examines the CRM practices of RelianceRetail, one of the retail giants in India, to understand how their strategies affect the customersand the overall business performance.2. For this research, the objectives were to understand how effectively Reliance Retail hasimplemented their CRM systems, analyze how the customers perceive the CRM practices, andprovide strategies on customer satisfaction and retention concerning the CRM offered.3. The study applied both qualitative and quantitative approaches for data collection throughsurveys with customers, interviews with managers from Reliance Retail, and analysis ofcompany reports and publications.4. This study blended business descriptive research with an exploratory approach focusing onsome specific components of CRM systems like customer acquisition, loyalty programs,targeted marketing, and marketing efficiency as well as customer retention strategies. It wasdetermined that customers or clients were positively influenced by the practiced CRMtechniques.5. According to the research findings, it can be concluded that the CRM strategy of RelianceRetail is very effective with their clients, in particular with the customers enrolled in the Winloyalty program.
Copyright
Copyright © 2025 Ashish can Raj. This is an open access article distributed under the Creative Commons Attribution License.
