Published Paper Details:

The new business ideology has changed from businesses being profit oriented to being customer oriented, these changes has led to numerous formulation and implementation of strategies and tactics to improve customer relationship management and more so increase services so as to lead to an increase in their performance. Now due to technology and innovation, Customer relationship management is the order of the day not only for a single business but also almost all businesses. The research work evaluates the significance of customer relationship management and its impact on the performance or profitability of an organization; it identifies various strategies that can influence both customer satisfaction and organizational performance. Furthermore, the research work goes by emphasizing the implementation of technological facilities, as it enhances customer service delivery. Competition can also affect customer decision which will in turn have an effect on performance of organizations in terms of customer share and customer base. In other to improve this, efforts should be placed on giving qualitative and quantitative services.