INTERNATIONAL JOURNAL OF TECHNOLOGY MANAGEMENT & HUMANITIES
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Title:The Impact of CRM on Customer Retention
Abstract:The purpose of this paper is study of Customer Relationship Management process in Customer Retention. We describe the objectives of Customer Relationship Management (CRM) in Customer Retention which is very important for the survival of companies in today competitive environment. Today, “CUSTOMERS” are very important factors in companies management with the power to change their short-term and long-term polices and strategies. Therefore enough knowledge of environment, expectations of customers and their desires are very important to find the best solution for facing un-expected behaviours of customers and then behave in such a way to change the mind of customers in the direction of companies’ profit. It’s an art to absorb customers by using different techniques such as CRM in order to manipulate companies’ policies a head of them.