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Stream/Area:
-
Subject:
-
Paper ID:
10.55041/IJSREM.GSTCOS007
Volume:
10 |
7 |
Jul 2026
Pages:
1-7
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
Department of Business Administration,
Annamalai University Assistant professor , CMR Technical campus ,Kandlakoya (V), Medchal, Hyderabad
Department of Business Administration,
Annamalai University Assistant professor , CMR Technical campus ,Kandlakoya (V), Medchal, Hyderabad
Customer retention is a critical success factor for Software-as-a-Service (SaaS) companies due to the recurring revenue model and increasing competition. This study examines customer retention strategies and customer behaviour among users of TripMeld Travel CRM. The research focuses on identifying factors influencing customer satisfaction, engagement, and retention. Data were collected from 100 TripMeld users through a structured questionnaire. The findings reveal that onboarding effectiveness, customer support, product usability, automation features, and continuous engagement significantly influence customer retention. The study concludes that retaining existing customers is more cost-effective than acquiring new customers and recommends strengthening onboarding programs, personalized support, and proactive engagement initiatives.
KEYWORDS
Customer retention is a crucial factor in the long-term success of TripMeld Travel CRM. The study demonstrates that customer satisfaction, onboarding effectiveness, support quality, and product usability significantly influence retention outcomes. The majority of users expressed satisfaction and willingness to renew their subscriptions, indicating a strong retention base. By focusing on customer-centric strategies and proactive engagement, TripMeld can reduce churn, increase loyalty, and achieve sustainable business growth.
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Publication Date
7/4/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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Conflict of Interest
The authors declare no conflict of interest related to this research work.
Funding Information
No funding information available for this research.
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