CONSUMER RELATIONSHIP MANAGEMENT IN CODERSTRUST BANGLADESH

Abstract

Customer relationship management (CRM) is not only a technological application, but it is also a strategy that can learn more about customers' needs and behaviors in order to build stronger relationships with them. In this way, it is more a business and marketing concept than a technical solution that effectively addresses the customer. In today's highly competitive environment, with so many products and services to choose from, customers are demanding, and loyalty seems to be a valuable thing. In just a few months from the moment a new product is launched on the market, the product or service suddenly becomes a commodity, which means that changing companies was very easy. Although the company may consider it, not all customers are the same. Other clients often do purchase, often buy new products and services, and can even be major influencers in their market. In this case, CRM helps prioritize sales and marketing efforts when dealing with different groups of customers. It allows companies to better anticipate the needs of their customers and thus meet their needs. The effective use of customer relationship management can also provide strategic benefits. Well-organized customer data helps companies choose the right recipients for promotions and new products. Additionally, CRM improves business efficiency by organizing and automating certain aspects of the business. From sales processes to marketing activities, business analytics, and customer data, CRM automates and streamlines these processes for businesses. This enables organizations to organize these processes into simpler and more understandable data. CRM software enables companies to optimize customer interactions. By simplifying and streamlining many of the more complex customer interaction processes, CRM can increase customer satisfaction. The study aims to analyse the concept of CRM and how Coderstrust Bangladesh, a training and skills development institute, manages its customer relationships. Finally, some suggestions are provided based on some proven areas that need to be improved to help CoderTrust Bangladesh recover their CRM practices.