Customer Relationship Management (CRM) -A Case Study of Airtel

Abstract

The ultimate purpose of CRM, like any organizational initiative, is to increase profit. In the case of CRM this is achieved mainly by providing a better service to your customers than your competitors. CRM not only improves the service to customers though a good CRM capability will also reduce costs, wastage, and complaints Effective CRM also reduces staff stress, because attrition- a major cause of stress- reduces as services and relationships improve.