This research study evaluates the impact of Customer Relationship Management (CRM) practices on customer satisfaction and loyalty in the Indian retail sector, specifically focusing on retail outlets in Delhi. The primary objective is to identify the CRM elements that significantly influence customer satisfaction, such as loyalty programs, personalized marketing, and complaint resolution. A quantitative approach was adopted, employing a structured customer satisfaction survey with 100 respondents who had prior interactions with CRM systems. The survey covered various retail segments, including fashion, electronics, and grocery. Statistical analyses, including correlation and regression, were performed using SPSS to measure the relationship between CRM practices and customer satisfaction. Key findings revealed that personalized offers have the strongest positive impact on customer satisfaction (correlation = 0.81), while complaint resolution emerged as an area needing improvement (satisfaction score = 3.9). The study highlights the growing importance of digital touchpoints like mobile apps in enhancing CRM experiences. Overall, the research emphasizes the need for Indian retailers to focus on personalized interactions, loyalty programs, and efficient complaint resolution to foster customer satisfaction and long-term loyalty. These insights are valuable for retailers aiming to optimize their CRM strategies in a rapidly evolving market.