The impact of CRM systems on customer satisfaction: An evaluation of a service provider in Port Harcourt
- Project Research
- 1-5 Chapters
- Abstract : Available
- Table of Content: Available
- Reference Style:
- Recommended for :
- NGN 5000
Background of the Study:
Customer Relationship Management (CRM) systems are essential for managing interactions and improving service quality in the modern business environment. In Port Harcourt, service providers are increasingly relying on CRM systems to streamline operations, personalize customer interactions, and address service issues proactively (Ibrahim, 2023). CRM systems enable companies to collect and analyze customer data, leading to more efficient problem resolution and tailored service offerings. Improved responsiveness and customized communication enhance overall customer satisfaction, which is critical for retaining customers in a competitive market. This study evaluates the impact of CRM systems on customer satisfaction within a service provider in Port Harcourt, focusing on the effectiveness of CRM tools in managing customer queries, enhancing service delivery, and fostering long-term customer loyalty. The research also investigates how digital integration within CRM systems influences overall service quality and customer experience (Adebola, 2024).
Statement of the Problem
Although CRM systems are widely implemented, there is limited empirical research on their direct impact on customer satisfaction in the service sector in Port Harcourt. Service providers often face challenges in quantifying the benefits of CRM initiatives and linking them to improved customer experiences. Without clear measurement tools, it is difficult to ascertain the ROI of CRM systems, leading to uncertainty in further investments. This study aims to address this gap by evaluating the effectiveness of CRM systems in enhancing customer satisfaction (Chinwe, 2023).
Objectives of the Study
To evaluate the impact of CRM systems on customer satisfaction.
To identify key CRM features that enhance service quality.
To recommend strategies for optimizing CRM implementation.
Research Questions
How do CRM systems influence customer satisfaction in service providers in Port Harcourt?
What CRM features contribute most significantly to enhanced service quality?
How can service providers optimize their CRM systems to improve customer satisfaction?
Significance of the Study
This study provides vital insights into the role of CRM systems in elevating customer satisfaction, offering actionable recommendations for service providers in Port Harcourt. The findings will help optimize CRM strategies, resulting in enhanced customer experience and loyalty (Ibrahim, 2024).
Scope and Limitations of the Study
This study is limited to a single service provider in Port Harcourt, Nigeria, focusing exclusively on the impact of CRM systems. It does not extend to other sectors or regions.
Definitions of Terms
CRM Systems: Technologies used to manage and analyze customer interactions.
Customer Satisfaction: The degree to which customer expectations are met by a service.
Service Provider: A company that offers services rather than physical products.
Related Project Materials
THE PROBLEMS AND CHALLENGES OF FEMALE SECRETARIES AND ACHIEVEMENT OF ORGANIZATION EFFICIENCY
Abstract
This study assessed the problems and challenges of female secretaries and achievement of organization efficienc...
An Examination of the Use of Blockchain Technology in Nigerian Government Accounting: A Study of Tax Revenue Collection
Background of the Study
Blockchain technology has emerged as a revolutionary tool for enhancing transpa...
An Evaluation of Budgetary Practices in Rural Development Financing in Wukari LGA, Taraba State
Background of the Study
Rural development is critical to achieving equitable growth, reducing poverty, and improving living...
An Evaluation of the Challenges Faced by Psychiatric Nurses in Managing Aggressive Patients: A Case Study of Federal Neuropsychiatric Hospital, Kano State
Background of the Study
Psychiatric nurses play a crucial role in mental healthcare, particularly in ma...
An investigation of language revitalization efforts based on historical records among Igala
Background of the Study
Language revitalization seeks to restore and sustain languages at risk of decline, and for the Iga...
AN ASSESSMENT OF THE STRATEGIES FOR THE QUALIFICATION OF A FULLY FUNDED SCHOLARSHIP OPPORTUNITY FOR STUDENTS
Background of the Study
Over the last 25 years, global demand for postsecondary education has increased...
TRENDS OF ICT (AUDIO-VISUALS) IN EARLY CHILDHOOD EDUCATION
EXCERPT FROM THE STUDY
Early years in life are the most important to the formation of intelligence, personality and soci...
THE INFLUENCE OF PROJECT PLANNING ON PROJECT OUTCOMES
Abstract: This research examines the influence of project planning on project outcomes, with objectives to:...
An Appraisal of the Impact of COVID-19 on Mental Health and Psychiatric Nursing Practices: A Case Study of Federal Neuropsychiatric Hospital, Calabar, Cross River State
Background of the Study
The COVID-19 pandemic has had a profound impact on global healthcare systems, i...
An assessment of co-branding strategies in the luxury goods market: A study of a collaboration between two brands in Abuja, Nigeria.
Background of the study (250 words):
Co-branding strategies have become an increasingly popular approach in the luxury good...
