The Impact of customer relationship management on customer retention in aspect of Daraz Bangladesh LTD
This internship report is submitted in partial fulfillment of the requirements for the degree of Bachelor of Business Administration, 2023.
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| Ձևաչափ: | Internship report |
| Լեզու: | English |
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Brac University
2024
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| Առցանց հասանելիություն: | http://hdl.handle.net/10361/24094 |
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10361-24094 |
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10361-240942024-09-17T21:01:36Z The Impact of customer relationship management on customer retention in aspect of Daraz Bangladesh LTD Masud, Rahnuma Khan, Tanzin Brac Business School, Brac University Daraz Customer relationship management E-commerce Customer satisfaction Consumer satisfaction. Employee retention. Customer relations--Management. This internship report is submitted in partial fulfillment of the requirements for the degree of Bachelor of Business Administration, 2023. Cataloged from the PDF version of the internship report. Includes bibliographical references (page 61). The study intended at assessing the effectiveness of Customer Relationship Management (CRM) strategies used by Daraz and their impact on customer retention in the rapidly evolving ecommerce industry of Bangladesh. By conducting a comprehensive analysis of Daraz's customer relationship management (CRM) practices and administering a survey to a sample size of 100 customers, significant trends and patterns were identified. The most significant factors influencing customer retention were found to be personalized communication, effective grievance resolution, and customized loyalty programs. These findings highlight the need to adopt a customer-centric strategy to enhance brand loyalty and, therefore, maintain a high level of customer retention. This research not only contributes to the advancement of knowledge about customer relationship management (CRM) dynamics within the e-commerce industry, but also offers practical suggestions that may be implemented by Daraz Bangladesh Ltd. Through the process of enhancing personalized communication channels and optimizing loyalty programs, Daraz has the potential to enhance consumer satisfaction, cultivate long-lasting customer connections, and establish a competitive edge within the market. Rahnuma Masud B. Business Administration 2024-09-17T05:39:50Z 2024-09-17T05:39:50Z ©2023 2023-11 Internship report ID 20304096 http://hdl.handle.net/10361/24094 en Brac University internship reports are protected by copyright. They may be viewed from this source for any purpose, but reproduction or distribution in any format is prohibited without written permission. 65 pages application/pdf Brac University |
| institution |
Brac University |
| collection |
Institutional Repository |
| language |
English |
| topic |
Daraz Customer relationship management E-commerce Customer satisfaction Consumer satisfaction. Employee retention. Customer relations--Management. |
| spellingShingle |
Daraz Customer relationship management E-commerce Customer satisfaction Consumer satisfaction. Employee retention. Customer relations--Management. Masud, Rahnuma The Impact of customer relationship management on customer retention in aspect of Daraz Bangladesh LTD |
| description |
This internship report is submitted in partial fulfillment of the requirements for the degree of Bachelor of Business Administration, 2023. |
| author2 |
Khan, Tanzin |
| author_facet |
Khan, Tanzin Masud, Rahnuma |
| format |
Internship report |
| author |
Masud, Rahnuma |
| author_sort |
Masud, Rahnuma |
| title |
The Impact of customer relationship management on customer retention in aspect of Daraz Bangladesh LTD |
| title_short |
The Impact of customer relationship management on customer retention in aspect of Daraz Bangladesh LTD |
| title_full |
The Impact of customer relationship management on customer retention in aspect of Daraz Bangladesh LTD |
| title_fullStr |
The Impact of customer relationship management on customer retention in aspect of Daraz Bangladesh LTD |
| title_full_unstemmed |
The Impact of customer relationship management on customer retention in aspect of Daraz Bangladesh LTD |
| title_sort |
impact of customer relationship management on customer retention in aspect of daraz bangladesh ltd |
| publisher |
Brac University |
| publishDate |
2024 |
| url |
http://hdl.handle.net/10361/24094 |
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AT masudrahnuma theimpactofcustomerrelationshipmanagementoncustomerretentioninaspectofdarazbangladeshltd AT masudrahnuma impactofcustomerrelationshipmanagementoncustomerretentioninaspectofdarazbangladeshltd |
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