An Analysis of the Customer Relationship Management of Copotronic Info Systems Limited

Abstract

The information technology sector in Bangladesh had its beginnings in nuclear research during the 1960s. Over the next few decades, computer use increased at large Bangladeshi organizations, mostly with IBM mainframe computers. However, the sector only started to get substantial attention during the 1990s. Today the sector is still in a nascent stage, though it is showing potential for advancement. Nonetheless, Bangladesh IT/ITES industry has fared comparatively well by achieving US$ 1.3 billion export earnings in FY 2020-21 and holding US$ 1.4 billion equivalent market share in the local market contributing 0.76 per cent to the GDP creating more than 1 million employment opportunities so far amid Covid-19 havoc that suddenly shattered businesses last year. Consequentially, riding on the successes of IT/ITES sector-supported export-led industries as well as pro-private sector and conducive policies pursued by Bangladesh Government, the country is now poised to become a Developing Country by 2026, as recommended by the United Nations Committee for Development Policy (UNCDP), besides, Bangladesh now seeks to transform itself into a knowledge-based and 4IR-driven cashless economy, aiming to become a developed country by 2041. The Bangladesh government has formulated a draft `Made in Bangladesh– ICT Industry Strategy’ aimed at turning Bangladesh into a ICT manufacturing hub, enhancing export of local products, attracting foreign investment and creating employment proposing to implement in three terms— short term from 2021 to 2023, mid-term from 2021 to 2028 and long term from 2021 to 2031 for implementation of the 65 action plans. Customer Relationship Management (CRM) software keeps getting attention because it enables businesses to stay updated with the needs of customers, which are constantly evolving. Rapid progress in the IT sector has especially enhanced the need for IT and Its companies to adopt CRM software. In broad terms, CRM enables businesses to build relations with customers and increase acquisition, retention, loyalty, and profitability. But modern CRM tools do much more. They also allow IT companies to improve operational efficiency and substantially reduce the time spent in generating reports for internal purposes and for clients. CRM system stores and analyzes massive amounts of customer data and provides insights into customer behavior and how a company can influence.