The studyentitled “Customer Relationship Management and Customer Loyalty in the Telecommunication Industry in Uganda: A case of MTN Lugogo Customer Service Centre,” sought to establish the relationship between customer relationship management and customer 30 loyalty. Its specific objectives were to examine the effect of CRM software, customer service quality and customer centricity on customer loyalty. This was in accordance with literature by scholars such as Munandar and Dadang (2011), Feliks and Panjaitan (2012), Caruana (2000), Gummesson (2008), Parasuraman (1985), who have variously noted a connection between customer relationship management and customer loyalty.This study used a cross-sectional research design to collect data from a sample of 117 respondents. The findings show that there is a very strong relationship (Pearson r=0.987 which is significant at 0.01 level)between CRM software and customer loyalty.

This is because CRM software contributes 97% in influencing customer loyalty at MTN Lugogo Customer Service Centre. Findings further clearly illustrate that there is a very strong relationship (Pearson r=0.987 which is significant at the 0.01 level) between service quality and customer loyalty. This is because service quality contributes 97% in influencing customer loyalty at MTN Lugogo Customer Service Centre. Lastly, the findings clearly illustrate that there is a very strong relationship (Pearson r=0.991 which was significant at the 0.01 level) between customer centricity and customer loyalty because customer centricity contributes 98% in influencing customer loyalty at MTN Lugogo Customer Service Centre. The study recommends that there is need for MTN Lugogo Customer Service Centre to develop a customer complaints structure in order to deal and respond to customer’s complaints. There is also need to develop an efficient and effective call center and ensure that there is fully supported by the technical department so that the customer service department can address customers’ complaints and suggestions on time.