Published Paper Details:

This study emphasizes the critical role of Customer Relationship Management (CRM) in enhancing customer satisfaction and loyalty, with a specific focus on practices at MGB Supreme. CRM enables the systematic collection and analysis of customer data, forming the foundation for personalized services and meaningful interactions that foster emotional bonds and repeat patronage. Real-time feedback mechanisms strengthen trust by addressing grievances promptly, while loyalty programs tailored to customer preferences serve as effective retention strategies. The integration of predictive analytics and artificial intelligence further enhances CRM by enabling proactive engagement and anticipating customer needs. Additionally, continuous employee training ensures optimal use of CRM tools, supporting efficient service delivery and positive customer experiences. Collectively, personalization, loyalty programs, multichannel integration, predictive analytics, and skilled workforce application position CRM as a key driver of satisfaction, loyalty, and long-term competitiveness.