ItemBook Chapter

Data-driven triumph: CRM sales insights revolutionize customer retention

Title
Data-driven triumph: CRM sales insights revolutionize customer retention
Creator
Kuwar, Vishakha; Divakaran, Prakash; Chaturvedi, Vandana Mishra; Upreti, Shitiz; Upreti, Kamal; Tiwari, Akhilesh
Description
Context: The examination of the CRM data is anchored in a comprehensive analysis of sales performance metrics, with a significant role played. It was found a gap in the literature, considering the scarcity of pertinent case studies within the academic literature. Method: The geographical factor is paramount in this analysis, as it unveils divergent results across different regions. Moreover, the venture into predictive analytics for sales forecasting, capitalizing on CRM primary data spanning from 2018 to 2023, facilitating more informed decision-making. The sample comprises around 1500 Business to Business customer clusters for in-depth analysis is considered. Findings: From the Business Intelligence analysis, it was found the presence of long-standing customers with a lower purchase rate, favouring average industrial product models preferred by the customers. Conclusion:The study also explores the link between CRM can shape business strategies, enhance customer relationships, and boost organizational performance and customer retention. 2025 by IGI Global Scientific Publishing. All rights reserved.
Source
Transforming the Service Sector With New Technology;pp.191-208
Date
01-01-2025
Publisher
IGI Global
Coverage
Kuwar V., Dr. D.Y. Patil Vidyapeeth, Pune, India; Divakaran P., Himalayan University, India; Chaturvedi V.M., Dr. D.Y. Patil Vidyapeeth, Pune, India; Upreti S., Maharishi Markandeshwar University, Mullana, India; Upreti K., Christ University, India; Tiwari A., Christ University, India
Rights
Restricted Access; Hardcopy may be available in the library
Relation
ISBN: 979-836937449-8; 979-836937447-4;
Format
online
Language
English
Type
Book chapter

Citation

Kuwar, Vishakha; Divakaran, Prakash; Chaturvedi, Vandana Mishra; Upreti, Shitiz; Upreti, Kamal; Tiwari, Akhilesh, “Data-driven triumph: CRM sales insights revolutionize customer retention,” CHRIST (Deemed To Be University) Institutional Repository, accessed June 20, 2026, https://archives.christuniversity.in/items/show/25007.

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