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@article{171987,
        author = {Venugopal H S},
        title = {Changing Behaviour of Retail Customer and Customer Relationship Management},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {4},
        number = {12},
        pages = {991-994},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=171987},
        abstract = {The retail landscape is undergoing a significant transformation driven by shifting customer behaviours and technological advancements. This paper explores the changing behaviour of retail customers, including their increasing demand for personalized experiences, Omni channel engagement, and sustainability. We also examine the role of customer relationship management (CRM) in responding to these changes, highlighting strategies for retailers to deliver seamless, data-driven experiences that foster loyalty and drive business growth.},
        keywords = {Retail industry, Customer behaviour, Online shopping, Customer expectations, Customer loyalty, Customer retention, CRM.},
        month = {January},
        }