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@article{204992,
        author = {Krutika Shende and Prof. Pratiksha Meshram},
        title = {Customer Relationship Management (CRM) Strategies in Service Industries},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {13},
        number = {1},
        pages = {5611-5618},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=204992},
        abstract = {Combined with the increasing complexity of the business world, Customer Relationship Management (CRM) has become a vital strategic tool for service companies seeking to improve customer satisfaction, customer loyalty, and long-term profitability. In today's business world, where it's cheaper to keep an existing customer than to win a new one, companies know that they must focus on keeping their current customers. CRM is not just about technology or business processes but is also a customer-focused strategy to understand the needs of the customers and provide a personalized service. The aim of this study is to explore the different CRM strategies adopted in service industries and assess their effect on customer satisfaction, retention and performance of the organization. The research highlights some major dimensions of the CRM including: service quality, customer communication, personalization, technology use, and feedback management. Descriptive research method has been taken into consideration with the help of primary and secondary data sources. The results suggest that implementing effective CRM strategies can have a lot of beneficial impacts on the customer experience, customer loyalty, and business growth. The study finds that companies that use the latest CRM tactics will have a competitive edge if they establish good and long-lasting customer relationships. The study further underscores the need to continually innovate and transform into digital for improving the effectiveness of CRM in the service sector.},
        keywords = {Customer Relationship Management, Service Industry, Customer Satisfaction, Customer Retention, Service Quality, Customer Loyalty.},
        month = {June},
        }