International Journal of Academic Accounting, Finance & Management Research (IJAAFMR)   Year: 2022 | Volume: 6 | Issue: 7 | Page No.: 33-44 Customer Relationship Management and Its Effect on Business Growth: A Focus on Microfinance Banks in Delta State, Nigeria Download PDF DR IYADI, ROLLINS CHIYEM Abstract: The study examined customer relationship management and its effect on business growth with a focus on microfinance subsector of the economy. The specific objectives are (i) to find out if customer relationship upgrading has effect on business growth, (ii) to determine customer knowledge management and its effect on business growth, (iii) to ascertain if customer interaction management has any effect on business growth, (iv) to establish a positive and significant relationship, between customer relationship management and business growth. The researcher successfully gathered the data needed in conducting the research; the primary data and secondary data were used to address the study problem. The primary data involved the use of questionnaire instrument which were designed to elicit information from respondents. The secondary data sources were gotten from textbooks, journals, publications and internet relating to the topic. The data were analyzed using simple percentage and multiple regression (version 23) statistical tools respectively. The result revealed that customer relationship management has significant relationship with business growth. In conclusion, customer relationship management practices with its unique concepts, measure and tools such as customer relationship upgrading, customer knowledge management and customer interaction management, if properly communicated, could have great influence on business growth. It was recommended that service organizations should invest and spend more on developing their customer relationship measures in other to enhance business growth.