Ritesh Kumar Singh

Ph.D. Research Scholar, Bhartiya Vidyapeeth (Deemed to be University), Pune, Abhijit Kadam Institute of Management and Social Sciences, AKIMS, Vijapur Road, Konark Nagar, Jule, Solapur – 413 004 (MS)

S. B. Sawant

Research Guide Bhartiya Vidyapeeth (Deemed to be University), Pune Abhijit Kadam Institute of Management and Social Sciences, AKIMS, Vijapur Road, Konark Nagar, Jule, Solapur – 413 004 (MS)

Abstract

This paper aims to study the Importance of Customer Care Management (CRM) in the Service Sector. The study is conducted through a literature review, data collection from industry experts and customers and also data publicly accessible on related authentic websites including GOI websites. The paper covers the inputs on the current state of CRM in the Service Industry, the challenges, 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. Care for the customer and effective implementation of CRM can lead to increased customer satisfaction, loyalty, and profitability to the Service Industry. In essence, this scholarly endeavor not only scrutinizes the current state of CRM in the Service Sector but also unveils a roadmap for overcoming impediments. By accentuating the symbiotic relationship between customer care and CRM proficiency, it endeavors to illuminate a path towards a future where the Service Industry can not only surmount challenges but thrive through a harmonious integration of customer-centric principles and strategic CRM implementations

Keywords- CRM, Indian Customer Satisfaction, CSI, Brand Loyalty, Profitability