A Study on Customer Relationship Management Practices at Snoop’s Outlet: An Analytical Research on Customer Engagement, Loyalty and Digital CRM Strategies

Abstract

Customer Relationship Management (CRM) has emerged as an essential strategic tool for organizations seeking to build long-term customer loyalty, improve customer satisfaction, and strengthen competitive advantage in the retail sector. This research study focuses on analyzing the CRM practices implemented by Snoop’s Outlet, Chandkheda Branch, Ahmedabad, with special emphasis on customer engagement, personalization, loyalty programs, digital CRM integration, and service quality management. The study is based on primary research conducted through an interview with the CRM Manager of the outlet.

The findings reveal that Snoop’s Outlet emphasizes personalized customer interaction, staff training, loyalty rewards, digital communication platforms, and social media engagement to maintain strong customer relationships. The organization actively utilizes CRM software, billing systems, WhatsApp marketing, Instagram engagement, and customer feedback mechanisms to enhance customer experience and encourage repeat purchases. The study further highlights the importance of emotional branding, customer satisfaction metrics, complaint handling systems, and data-driven decision-making in strengthening long-term customer retention.

The research also identifies how modern retail brands increasingly rely on technology-enabled CRM strategies to differentiate themselves in a highly competitive market. By integrating customer-centric practices with digital platforms, Snoop’s Outlet successfully develops customer trust, brand loyalty, and emotional connection among Gen Z consumers and young professionals. The study concludes that effective CRM practices significantly contribute to organizational growth, customer retention, and sustainable competitive positioning in the retail industry.