Business
Impact of Customer Relationship Management (CRM) Practices on Customer Satisfaction in the E-Commerce Sector
👤 Sam
🏛 LUCKNOW UNIVERSITY
📅 09 Mar 2026
👁 7 views
Abstract
The growth of the internet and digital technologies has transformed traditional business models into online platforms, giving rise to the rapid expansion of the e-commerce industry. With increasing competition among online retailers, maintaining customer satisfaction has become a critical factor for long-term success.
Customer Relationship Management (CRM) plays a significant role in managing interactions between businesses and customers. CRM systems help organizations collect customer data, analyze behavior patterns, personalize services, and improve communication channels. In the context of e-commerce, CRM practices enable businesses to understand customer preferences and provide customized experiences.
In recent years, customers have become more demanding regarding service quality, delivery speed, personalization, and post-purchase support. Therefore, implementing effective CRM strategies has become essential for improving customer satisfaction and loyalty in the e-commerce sector.
Keywords:
Customer Relationship Management, E-commerce, Customer Satisfaction, Customer Retention, Customer Experience, Digital Marketing