An exploratory study of the impact of customer relationship management on business performance: A case study of Daraz Bangladesh

Abstract

The purpose of this exploratory study is to understand the impact of customer relationship management (CRM) on business performance with a focus on Daraz Bangladesh. The study aims to examine the communication channels of CRM in Daraz Bangladesh, investigate the strategies and tools used by CRM, and identify the key factors that contribute to its successful implementation. The study uses a qualitative research approach, including a case study analysis of Daraz Bangladesh, to gain insights into the impact of CRM on business performance. The results of the study suggest that CRM has a positive impact on overall business operations. The study found that effective communication channels, well-designed strategies and tools, and key success factors contribute to the successful implementation of CRM in Daraz Bangladesh. The findings indicate that customer retention and acquisition are positively affected by effective CRM implementation, which, in turn, leads to improved business performance. In conclusion, this study provides valuable insights into the impact of CRM on business performance and highlights the importance of well-designed CRM strategies and tools for enhancing customer satisfaction and driving business success. The results of this study can serve as a reference for companies looking to optimize their CRM strategies to improve customer engagement and drive business performance.