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@article{199607,
        author = {Sakshi Devanand Bhowate and Prof. Nitin Prakash},
        title = {Customer Relationship Management (CRM) planning and implementation with conducting a case study on Reliance mart},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {11},
        pages = {14099-14103},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=199607},
        abstract = {Customer Relationship Management (CRM) has become a strategic priority in the modern retail industry in terms of creating customer loyalty and generating sustainable growth. This research paper discusses how CRM systems can be planned and implemented in Reliance Mart, a leading retail chain in India. The research, using a descriptive and analytical method, assesses how Information Technology (IT) tools, including data analytics, automation, and cloud computing, can be used to improve CRM effectiveness. Primary data were gathered through structured questionnaires and interviews with the employees and customers whereas secondary data were acquired through academic literature and organizing reports. Results show that CRM implementation plays a great role in customer satisfaction, retention and business performance. Though, there is still a challenge of data integration, employee adoption, and strategic alignment. The paper ends by providing recommendations to maximize CRM activities in retailing industry with the primary focus on the importance of technology and training to attain long term customer engagement},
        keywords = {Customer Relationship Management, CRM Implementation, Retail Industry, Reliance Mart, Data Analytics, Customer Satisfaction, IT Integration},
        month = {April},
        }