Integration of CRM and monitoring customer satisfaction in the defense industry

The modern defense industry is an extremely complex sector shaped by the constant change of geopolitical dynamics, rapid development of technological innovations and increasing competition conditions around the world. It is of great importance for defense industry companies to be successful not only to develop innovative products but also to effectively introduce these products to the market and meet customer expectations. Multi stage sales processes allow companies in this field to manage their interactions and relationships with their customers more systematically. These processes include a series of stages from the offer stage to the contract signature and then to ensuring customer satisfaction, and require the implementation of different strategies at each stage. Customer relationship management (CRM) systems facilitate the management of these complex processes, allowing companies to analyze customer information, understand their needs and offer customized solutions. This study aims to deeply examine the integration of multi-stage sales processes in the defense industry with CRM, and to address the benefits and implementation challenges of this integration. It will also provide a perspective on how effective CRM applications can increase the competitive advantage in the defense industry and strengthen customer relationships.