Abstract: This study investigates the impact of Customer Relationship Management (CRM) adoption on customer satisfaction and retention within Jugl Technology Solution Pvt. Ltd. The research explores how CRM implementation enhances customer interactions, streamlines business operations, and fosters loyalty. Using a mixed-methods approach, data were collected through structured questionnaires and analyzed with SPSS using chi-square, ANOVA, and correlation techniques. The study found that CRM adoption positively influences customer satisfaction, which in turn significantly improves customer retention. These insights provide valuable guidance for optimizing CRM strategies in SMEs.

Keywords: CRM adoption, customer satisfaction, customer retention, Jugl Technology, SPSS analysis, employee perception

| DOI: 10.17148/IARJSET.2025.124120