Bhairi Swarna Lakshmi
Dr. Ajitha Savarimuthu
Dr. C. Sengottuvelu
Abstract
The Ed-tech industry has been recently playing a key role in the education sector since the start of pandemic. Still there indeed a lot of room for growth and advancement in the companies’ operations to gain successful retention of customers and also creating strong brand image among the users. The idea behind the study is to understand the significant reasons behind troubled customer retention procedure in the Ed-Tech industry with special reference to Ekalavya Learning app and provide necessary suggestions for its improvement. The study also focuses on ways to engage users and tips for making customer stay interested in the app. The study also looks keenly into the concept of customer involvement in the services and the product the company is offering and sees the point of view of customers regarding the company’s functionalities and operations. To create an impactful study, questionnaires was distributed to the target population. Statistical tools like SEM, Karl Pearson’s coefficient correlation have been used to prove certain situations in the study. The results focuses on creating a space for customer’s effective involvement and efficient strategies to be implemented for their engagement in the company’s daily operations
Keywords- Customer experience, Customer acquisition, Customer interaction, User friendliness, EdTech industry