Adopting Customer Centric Approach towards Customer Relationship Management in Reference to North Eastern Railways

As the Indian economy focuses on future growth models, its railway system has been an integral part of this, undergoing a phased transformation since January 2018. The railways are set to progress towards a modern, efficient, and digitized network with a focus on improving insights, efficiencies, and capabilities. By 2030, the Indian government plans to spend US 70 billion to upgrade its railway network into an electric and digitized platform. It is also opening the state owned conglomerate to private companies for operating passenger trains, manufacturing coaches and locomotives, and redeveloping railway stations. While funds have been allocated to revamp various railways projects, the Indian Railways continues to face three big challenges under investment for the creation of infrastructure, people management, and the need for technology upgrade. Pradeep Kumar "Adopting Customer Centric Approach towards Customer Relationship Management in Reference to North-Eastern Railways" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-4 , June 2021, URL: https://www.ijtsrd.compapers/ijtsrd43740.pdf Paper URL: https://www.ijtsrd.commanagement/consumer-behaviour/43740/adopting-customer-centric-approach-towards-customer-relationship-management-in-reference-to-northeastern-railways/pradeep-kumar