A Study on The Effectiveness of Customer Relationship Management (CRM) Integration at Benhive Technology Pvt Ltd.

A Study on The Effectiveness of Customer Relationship Management (CRM) Integration at Benhive Technology Pvt Ltd.

K. SARAN1 & DR.A.PALANI2

1MBA Student, School of Management Studies, Sathyabama Institute of Science and Technology, Chennai,

Tamil Nadu, India

2Assistant Professor, School of Management Studies, Sathyabama Institute of Science and Technology,

Chennai, Tamil Nadu, India

ABSTRACT

This study investigates the impact of Customer Relationship Management (CRM) integration at BenHive Technology Pvt Ltd., a dynamic IT solutions provider. The research evaluates how CRM systems enhance operational efficiency, customer satisfaction, and internal workflows. Data was collected through employee interviews, CRM analytics, and client feedback, focusing on system integration, employee adaptability, and outcomes in communication, lead management, and customer retention. Findings reveal that while CRM implementation has improved client interactions and decision-making, gaps in training, customization, and interdepartmental collaboration persist. The study underscores the need for strategic CRM deployment and ongoing evaluation to maximize its benefits in tech-centric environments like BenHive.

KEYWORDS:

Customer Satisfaction, CRM Integration, Business Efficiency, Technology Adoption