The Role of Customer Relationship Management (CRM) in Enhancing Customer Experience and Retention in the Telecommunications Industry with Special Reference of Rajkot City

The goal of customer relationship management (CRM) is to better understand a company's customers by combining people, procedures, and technology. By emphasizing connection building and customer retention, it is an integrated approach to relationship management. Customer relationship management, or CRM, is a tactic that helps businesses cut expenses, boosts revenue, and foster client loyalty. When feasible, it gathers data from sources outside the company in addition to all internal data sources. This research paper explores the concept of Customer Relationship Management (CRM), its evolution, key components, and the impact it has on customer loyalty and business performance. It delves into how CRM systems help businesses manage customer data, streamline communication, and enhance the overall customer experience. Data was collected from educational and business sector of Rajkot city, using stratified random sampling technique. Sample size was 50and complete questionnaires were received back with response. The paper also investigates the technological advancements in CRM tools, the benefits and challenges associated with implementing CRM strategies, and real-world case studies of successful CRM adoption across industries.