Customer Relationship Management, Strategies and Customer Retention in a Small Business (A case study of Flex Integrated Services)

Abstract

This study examines the customer relationship strategies and their effects on customer retention at small businesses, focusing on Flex Integrated Services. The methodology combines quantitative analysis with semi-structured interviews with the Management and customer surveys to gain a comprehensive view of relationship management practices and results. The outcome indicates that individualized communication, prompt service delivery, and regular follow-up greatly contribute to customer satisfaction and loyalty. However, challenges, such as limited adoption of customer relationship management technologies and insufficient resources, persist. The study concludes that small businesses can boost customer retention through a dynamic and flexible customer management approach. The findings suggest profound implications for Flex Integrated Services and similar enterprises. They also stress the need to embrace customer-oriented approaches to remain competitive in today’s dynamic marketplace.