STRATEGIC ROLE OF MARKETING AND CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM IN DRIVING CUSTOMER ENGAGEMENT AND BUSINESS GROWTH


Ms. Choppa Gowri Priya, Dr. Mahadevan M
Department of Management, School of Commerce and Management, Mohan Babu University, Tirupati, Andhra Pradesh, India
Abstract
The modern business landscape increasingly depends on integrating robust marketing strategies with sophisticated Customer Relationship Management (CRM) systems to foster meaningful customer engagement and sustained business growth. This research investigates how strategic marketing aligned with CRM implementation transforms organizational capabilities in customer understanding, relationship building, and revenue generation. By synthesizing empirical evidence from industry case studies and empirical data, this study explores how these integrated systems fundamentally reshape customer engagement dynamics and competitive positioning. The findings reveal that organizations leveraging CRM systems experience substantial improvements in customer retention (25-40%), sales revenue (15-30% growth), and customer satisfaction scores (15-20% increase). The research demonstrates that CRM-driven marketing strategies enable businesses to transition from product-cent to customer-centric approaches, facilitating data-driven personalization and real-time customer insights that enhance conversion rates and customer lifetime value. In diverse sectors from financial services to FMCG companies implementing integrated CRM marketing systems report significant operational efficiency gains, with response times reduced by 30% and first-contact resolution rates improving by 25%. The critical success factor identified across successful implementations is the achievement of "Customer-Centric Integration," wherein marketing teams leverage CRM analytics for segmentation and personalization while sales teams utilize insights for lead prioritization and relationship management. This hybrid approach transforms static customer databases into dynamic intelligence systems that inform strategic decision-making.
Keywords: Customer Relationship Management, Marketing Strategy, Customer Engagement, Business Growth, Data-Driven Decision Making.
Journal Name :
EPRA International Journal of Economics, Business and Management Studies (EBMS)

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Published on : 2026-05-08

Vol : 13
Issue : 5
Month : May
Year : 2026
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