Analyzing the Impact of Electronic Customer Relationship Management on Customer Satisfaction and Retention in the Passenger Car Industry of Tirunelveli District

Abstract

The term “Electronic Customer Relationship Management” (E-CRM) denotes to internet-based technologies. Several E-CRM tools are utilized to accomplish the objectives of customer relationship management. These include of forums, chat rooms, webpages, emails, and other forms of communication.This technology streamlines processes related to sales, marketing, and customer service, among others.The main topic of this study is whether or not E-CRM has an impact on client retention and satisfaction. This study has well-defined objectives. It looks at how E-CRM raises customer satisfaction in the Tirunelveli District’s passenger automobile market. Additionally, it aims to evaluate how E-CRM aids in client retention within the same industry. Furthermore, the study pinpoints crucial E-CRM procedures that boost client loyalty and pleasure among Tirunelveli District passenger automobile purchasers. The study focuses on the population of passenger car customers, which is vast and difficult to quantify, as the research employs a convenient random sampling technique.For this study, 120 participants were chosen randomly. The data comprises primary and secondary sources. Major discoveries indicate a noteworthy connection between the type of work and passenger car clients who make use of E-CRM practices. Of the 120 respondents, 57 (47.5%) cited Trust and Reliability as the most important factors, suggesting that customers place a high value on services that are trustworthy and dependable. The study concludes that E-CRM is necessary to improve customer satisfaction and retention.