Abstract

ABSTRACT: The world has become a global village today. No geographical boundaries can stop the business from acquiring newcustomer from every corner of the world. At the same time there is a tremendous growth in competition. Keeping in mind the hugeopportunity in the market and continuous threat of competition, Businesses can use information technology as a tool for attainingas well as retaining customers. More companies are using technology to handle customer service in an efficient and cost-effectiveway. Here's how you can use data management and analytics and insight-driven marketing to improve your customer care systems.There is no denying the fact that customer service is important to a small or mid-sized business. The quality of that service willeither enhance or degrade customer loyalty to your brand and your business. With the economy in recession, customers have morealternatives than ever. The business that proves to be responsive to customer questions, complaints, or other needs can gain a clearcompetitive advantage. That's why it's so important to understand how new technologies can help you anticipate customer needs,tailor business processes to best serve customers, and ultimately improve the efficiency of your business – the latter of which cankeep costs down. In this Article we have focused on importance of customer service technology for building and enhancing customerloyalty in general and how customer service technology can be used to build customer loyalty among customers of MSRTC.