What question did this study set out to answer?

The research aims to explore the CRM practices in retail stores and their impact on customer satisfaction in Tirupur city.

March 21, 2026Open Access

A Study on Customer Relationship Management in Retail Stores, Towards Tirupur City

Key Points

The research aims to explore the CRM practices in retail stores and their impact on customer satisfaction in Tirupur city.
Collected primary data from customers using questionnaires
Gathered secondary data from books, journals, and websites
Analyzed data using simple percentage analysis and charts
Effective CRM practices significantly improve customer satisfaction
CRMs enhance customer loyalty among retail customers
Successfully implementing CRM contributes to long-term business growth

Abstract

Customer Relationship Management (CRM) is an important strategy used by retail stores to attract, satisfy, and retain customers in a competitive market. This study focuses on CRM practices followed by retail stores in Tirupur city. The research examines the importance of CRM, customer satisfaction, and challenges faced by retailers. Primary data were collected from customers through questionnaires and secondary data from books, journals, and websites. The data were analysed using simple percentage analysis and charts. The study concludes that effective CRM practices help improve customer satisfaction, loyalty, and long-term business growth.

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