Impact of Customer Relationship Management (CRM) process on Customer Retention: A Case of Bullseye 360 Islamabad

Abstract

The aim of this project is to explore the impact of customer relationship management (CRM) process to achieve customer retention in Bullseye 360 Islamabad. Furthermore, project aims to investigate the importance and goals of customer relationship management (CRM) process to retain customer as customer retention in today’s competitive environment is really difficult for organization. CRM is abbreviation of Customer Relationship Management; this is an industry use to refer numerous tools and methodologies which will further help to organization to manage the customer relationships in structured way. Moreover, CRM enables organization to understand the consumer needs and expectations and enables organization to manage these customer relations more efficiently and forecast the future trends. In last, to ensure the results of CRM project it is expected from Bullseye 360 to develop a detailed report on CRM project recommendations and outcome. It can be concluded that, it is not possible to attract, acquire and retain all clients with the same treatments and policies. For the successful implementation of CRM system Bullseye 360 needs to identify the different parts of self analysis framework (SAF) of CRM that can be utilized for future work with CRM in its development and improvement. Bullseye 360 of Islamabad should put a lot of effort to increase the awareness of CRM project in all departments of organization. Bullseye 360 should encourage other branches of company to use CRM system and must encourage Islamabad branch to use more advanced functions CRM system. Promote and develop the process and system related to CRM. In last, to ensure the results of CRM project it is expected from Bullseye 360 to develop a detailed report on CRM project recommendations and outcome. It is envisaged that by offering adequate proof of the CRM system success as well as concluding ways the Business activities are at this time approached, it will be potential extend some interest to the issue within the top management level Bullseye 360.