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Customer Relationship Management- The Indian Perspective

International Journal on Customer Relations

Volume 3 Issue 2

Published: 2015
Author(s) Name: Pankaj K. Trivedi | Author(s) Affiliation: K. K. Parekh Commerce College, Amreli, Gujarat, India
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Abstract

Market is a kingdom and customer is the king. This is a renowned maxim pursued by the Indian companies in true spirit. With the advancement in modern technology, customers are becoming more and more informed about their need and want. Nowadays social media is educating them and they scout around for best product, brand name, product quality, operation, and service support. Marketing has thus, undergone a paradigm shift and has come up to the point of establishing relationship with customer. Not just retaining the existing customers but even attracting new customers has become a big challenge. This is the main reason why companies have shifted their focus from being product-centric to customer-centric.

Keywords: CRM, Marketing, Organisation

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