Ritesh Kumar Singh

Prof. (Dr.) S. B. Sawant

Abstract

This paper aims to study the Implementation and Effectiveness of Customer Relationship Management (CRM) in the Indian tractors industry. The study is conducted through an extensive literature review and primary data collection from industry experts and customers. The paper covers the current state of CRM in the industry, the challenges faced in implementation, and the benefits of effective CRM. The results of the study indicate that while the industry has recognized the importance of CRM, there are still significant challenges in implementation, particularly in terms of technology adoption and employee participation. However, effective implementation of CRM can lead to increased customer satisfaction, loyalty, and profitability for tractor manufacturers.

Keywords- CRM, Indian tractors industry, customer satisfaction, loyalty, profitability