How does using Salesforce CRM affect the customer satisfaction in Indian SMEs

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Patole, Rohit
Issue Date
MBA in Information Systems
Dublin Business School
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The research study is based on the salesforce Customer Relationship Management (CRM) for Small and Medium Enterprises (SMEs) in India. The study is focused on identifying the possibility of success insurance by implementing the Salesforce to Indian SMEs in retaining the existing customers. Furthermore, the study also aims to describe the significance of Salesforce as a cost-effective tool for customer relationship management. These SMEs faces inconvenience in capital investment for managing its marketing campaign, adding further issues in their business problems. These reasons are coming as an obstacle in the business campaign despite having promising products and innovating ideas, which causes new declination of their growth rate.The researcher has taken a sample size of 67 sales personals and for interviews, 3 sales managers were invited. It can be concluded that CRM is one of the important resources to improve the Sales force condition in India. The government along with the companies should mutually cooperate with each other so that they could apply the CRM to improve their sales in present era. This would improve the revenues of the companies, through better execution of the technology in the sales field.