A study on the impact of client relationship management on customer retention and business growth

Abstract: The effect of Client Relationship Management (CRM) on client retention and business expansion in modern firms is examined in this study. CRM becomes an essential instrument for building enduring client relationships, raising customer happiness, and boosting profitability as companies depend more and more on customer-centric tactics to maintain competitive advantage. The study used a mixed-methods approach, integrating qualitative insights from interviews across multiple industries with quantitative data from surveys. The results show that good CRM practices are strongly positively correlated with greater rates of customer retention, which in turn greatly aid in business growth through positive word-of-mouth and higher customer lifetime value. According to the study's findings, implementing CRM systems strategically not only increases customer loyalty but also is essential to attaining long-term company growth.

Keywords: Client Relationship Management (CRM)Customer Retention Business Growth Customer Loyalty Customer Satisfaction.