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Journal articles on the topic 'Customer centric strategy'

Author: Grafiati

Published: 13 December 2022

Last updated: 31 July 2025

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1

Rini, Gilang Puspita, and Augusty Tae Ferdinand. "Customer Centric in Hospitality Industry: a Systematic Literature Review and Future Research Direction." Jurnal Dinamika Manajemen 12, no. 1 (2021): 88–101. http://dx.doi.org/10.15294/jdm.v12i1.27661.

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The purpose of this research is to review the literature published from 2010 to 2020 regarding customer-centric strategy in the context of the hospitality industry. The customer-centric paradigm focuses on creating value for its customers, so it becomes interesting to study in the context of hospitality. This is a literature review research with the Publish or Perish software used to obtain initial data from a total of 235 articles published from 2010-2020 according to the Scopus database. The articles were further analyzed according to the criteria, with only 87 articles. The results showed t

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Lie, Fei, and Tjahjaning Tingastuti Suryosuseno. "Sistem Pendukung Keputusan Pemilihan Laptop Menggunakan Metode Topsis." CAHAYAtech 7, no. 2 (2019): 119. http://dx.doi.org/10.47047/ct.v7i2.99.

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Competition in the banking sector requires every bank to compete to make types of credit products that are able to attract customers to want to transact with banks. Marketing with a product centric strategy needs to be combined with a customer centric to keep Customer Relationship Management in good order with customers. Customer identity can be used to realize the concept of a customer centric marketing strategy. This study describes the role of Data Mining on customer data accompanied by the application of Decision Tree techniques with the C4.5 algorithm to identify the most influential fiel

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Amir, Sanusi, and Heri Abijono. "Penerapan Data Mining untuk Mendukung Pemasaran Produk Pinjaman Bank." CAHAYAtech 7, no. 2 (2019): 161. http://dx.doi.org/10.47047/ct.v7i2.102.

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Competition in the banking sector requires every bank to compete to make types of credit products that are able to attract customers to want to transact with banks. Marketing with a product centric strategy needs to be combined with a customer centric to keep Customer Relationship Management in good order with customers. Customer identity can be used to realize the concept of a customer centric marketing strategy. This study describes the role of Data Mining on customer data accompanied by the application of Decision Tree techniques with the C4.5 algorithm to identify the most influential fiel

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Hery Derajad Wijaya. "Strategi Customer-Centric dalam Marketing: Dampaknya pada Loyalitas dan Retensi Pelanggan." JURNAL MANAJEMEN DAN BISNIS EKONOMI 1, no. 1 (2023): 267–79. https://doi.org/10.54066/jmbe-itb.v3i1.2799.

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In the era of economic globalization, companies face complex challenges in meeting the ever-evolving needs of customers. The customer-centric strategy, which focuses on a deep understanding of customer preferences and experiences, has become increasingly relevant amidst intense competition and advancements in information technology. This study aims to explore the impact of customer-centric strategies on customer loyalty and retention in the retail and e-commerce sectors. Using a quantitative approach, data was collected through a survey of 200 customers who had interacted with the company for

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Masson, Colin. "The Customer-Centric Digital Strategy." Manufacturing Management 2018, no. 5 (2018): 11. http://dx.doi.org/10.12968/s2514-9768(23)90131-6.

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NAPITUPULU, BONAR BANGUN JEPPRI, and Nanang Suryadi. "CUSTOMER CENTRICITY, CUSTOMER�CENTRIC APPROACH & CONSUMER-CENTRIC MARKETING: PAST & PRESENT." Journal Of Communication Education 19, no. 1 (2025): 68–75. https://doi.org/10.58217/joce-ip.v19i1.452.

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This paper explains the past and present of Customer-centric concepts (Customer, Consumer, Centric, Centric approach, and Centric marketing). The discussion is carried out by studying the development of the idea published in the indexed journal PROQUEST from 2013-2023. Customer-centricity has evolved from simple customer focus to comprehensive consumer-centric marketing approaches. By examining how these approaches are defined, applied, and adapted in modern business, this article outlines the journey of customer centricity from a reactive strategy to an organization-wide commitment that place

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Ainulyaqin, MH, AS Rakhmat, Listian I. Achmad, and MH Fahamsyah. "Keputusan Nasabah Menggunakan Produk Pembiayaan Mitra Emas iB Maslahah: Antara Physical Evidence, Promise, dan Customer Centric." Jurnal Ilmiah Ekonomi Islam 10, no. 1 (2024): 389. http://dx.doi.org/10.29040/jiei.v10i1.12361.

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This research will focus more on the Three Indicators in the Sharia Marketing Mix Strategy (Physical Evidence, Promise, and Customer Centric). It aims to determine and analyze the influence of the physical evidence, promise, and customer centric on customer decisions to use the gold partner financing product ib maslahah at Bank BJB Syariah KCP Lippo Cikarang. The sample used is all customers of Bank BJB Syariah Kcp Lippo Cikarang who are actively using the ib maslahah gold partner financing product, the sampling is by spreading a questionnaire link to all active customers who use the ib maslah

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Shaqrah, Amin A. "A Conceptual Model of Customer Innovation Centric." International Journal of Customer Relationship Marketing and Management 1, no. 2 (2010): 57–71. http://dx.doi.org/10.4018/jcrmm.2010040105.

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Customer innovation centric is not only an important perspective on value-creation, but also a new strategy discipline that IT software companies in Jordan should embrace if they are pursue to enlargement successfully. Furthermore, customer experience, customers’ community, customer knowledge, and customer innovation are influential variables for improving organizational learning from customer. In order to study this impact, the author uses cognitive fit theory to develop a model that describes how these variables will affect the success of organizational learning process to enhance products a

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Teresa Matriano, Maria, and M. Firdouse Rahman Khan. "CUSTOMER-CENTRIC INNOVATION: CASE OF OMAN ENTREPRENEURSHIP." International Journal of Management, Innovation & Entrepreneurial Research 5, no. 1 (2019): 33–39. http://dx.doi.org/10.18510/ijmier.2019.515.

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Purpose: The objective of the study is to explore the concept of customer-centricity in Oman and to analyze the challenges of implementing customer-centric innovations, and the strategies in building momentum for the customer-centricity.  Design/methodology/approach: For carrying out the research study, the concept of customer-centric innovation and the current practices by selected top companies of Oman were considered. Findings: The finding of the empirical study reveals that the organizations in Oman are finding the way to transition from its existing customer-centric approach t

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Bapat, Dhananjay, and Asha Naik. "Customer centricity for growth – Yes Bank experience." Emerald Emerging Markets Case Studies 3, no. 2 (2013): 1–16. http://dx.doi.org/10.1108/eemcs-01-2013-0010.

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Subject area Marketing, strategy. Study level/applicability This case is suitable for post graduate and executive development students. Case overview The case provides perspectives of customer centric practices of Yes Bank which has the objective of becoming the best quality bank of the world in India. The case study outlines how Yes Bank has become the fastest growing bank by its strong focus on customers through its committed and innovative employees. The customer centricity develops strong existing relationships and focuses on providing exceptional customer service, leading to better financ

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Voropai, Olga. "Customer Centric Marketing Strategy for Universities." Scientific Papers NaUKMA. Economics 3, no. 1 (2018): 28–32. http://dx.doi.org/10.18523/2519-4739312018148782.

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Bahri-Ammari, Nedra, and Khaldoon Nusair. "Key factors for a successful implementation of a customer relationship management technology in the Tunisian hotel sector." Journal of Hospitality and Tourism Technology 6, no. 3 (2015): 271–87. http://dx.doi.org/10.1108/jhtt-08-2014-0042.

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Purpose – This study aims to show the contribution of the determinants of customer relationship management (CRM), namely, customer-centric organizational culture and customer-centric management system, in explaining CRM performance. The moderating role of employee support has also been examined. Design/methodology/approach – A questionnaire was administered to 406 CRM users in 15 four- and five-star hotels in Tunisia. Data were analyzed using structural equation modeling. Findings – The results show that a consumer-centric managerial system positively affects CRM technology. Managerial system

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Samsa, Caglar. "The Mediating Role of Firm Prestige in the Relationship between Perceived Quality and Behaviour Intention in Customer Cafeteria Experiences." Marketing and Management of Innovations 14, no. 2 (2023): 87–100. http://dx.doi.org/10.21272/mmi.2023.2-09.

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Customer experience is viewed from different perspectives as an economic, marketing, management, and competitive strategy. Regardless of the perspective, customer experience is a business strategy and a critical concept that plays a key role in firm success in the 21st century. In recent years, there has been an increasing focus on customer experience as a way for companies to differentiate themselves and build strong relationships with their customers. This approach is based on the idea that companies can build emotional bonds with their customers by providing memorable and positive experienc

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Shri, Vidya Santhosh. "Chatbots- Strategy for Boosting Customer Experience to the Next Level." Chatbots- Strategy for Boosting Customer Experience to the Next Level 6, S1 (2018): 67–71. https://doi.org/10.5281/zenodo.1403587.

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Companies have fundamentally shifted towards customer centric approach in decision making. They got an access to customer data. Companies are realizing impact of good or bad customer experience on retention. Customers with positive experiences are more likely to continue purchases, customers with bad experience either stop spending or decrease their spending. Communicating with the customers at the right time and right way is quiet challenging. An efficient use of machine learning and intelligence can give an opportunity to build memorable interaction with au

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Denning, Stephen. "Why top managements must change their fundamental assumptions." Strategy & Leadership 50, no. 1 (2021): 3–8. http://dx.doi.org/10.1108/sl-11-2021-0122.

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Purpose Despite today’s profusion of customer-centric rhetoric, most business people still believe that the primary purpose of business is profits. But the most resilient and sustainably successful firms consistently select one primary purpose: enrich the lives of their customers. 10; Design\methodology\approach The article maps how the most valuable and fastest growing firms are paving the way for an era of customer-driven capitalism. Findings In the current digital age, an obsession with delivering value to customers is proving to be the key driving force for success. Practical\implications

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Ceria, Thalia Sumanti, Pare Eni Sri, and Hutasoit Posma. "The Psychophysical Impact of Design on the Number of Visitors at Summarecon Mal Kelapa Gading." International Journal of Innovative Science and Research Technology (IJISRT) 9, no. 12 (2025): 1669–77. https://doi.org/10.5281/zenodo.14575902.

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Shopping centers & humans are two things that influeance each other. Humans as the main object in a shopping center are objects that cannot be limited and cannot be measured, especially in terms of psychology. If in the past shopping centers carried the concept of one stop shopping with the Customer Centric theory which is a strategy that places customers in the main position and becomes the core of all organizational activities, shopping centers began to change the theory used to Costumer Centric Experience, namely the customer experience when interacting with the shopping center. Psychop

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Khumaidi, Ali, Herry Wahyono, Risanto Darmawan, Harry Dwiyana Kartika, Nuke L. Chusna, and Muhammad Kaisar Fauzy. "RFM-AR Model for Customer Segmentation using K-Means Algorithm." E3S Web of Conferences 465 (2023): 02005. http://dx.doi.org/10.1051/e3sconf/202346502005.

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Competition in the business field is getting tougher, business people are required to carry out various strategies and innovations in order to compete with their competitors. Business actors are not only focus on transaction convenience and product centric strategies, but also need to carry out customer centric strategies. Segmentation is part of a customer centric strategy by knowing the characteristics of customers with similarities. In conducting customer segmentation, previous studies mostly used RFM (Recency, Frequency, Monetary) and clustering methods. This research will add AR (Age, Ret

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Becker, Larissa, Elina Jaakkola, and Aino Halinen. "Toward a goal-oriented view of customer journeys." Journal of Service Management 31, no. 4 (2020): 767–90. http://dx.doi.org/10.1108/josm-11-2019-0329.

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PurposeCustomer experience research predominantly anchors the customer journey on a specific offering, implying an inherently firm-centric perspective. Attending calls for a more customer-centric approach, this study aims to develop a goal-oriented view of customer journeys.Design/methodology/approachThis study interprets the results of a phenomenological study of a transformative journey toward a sober life with the self-regulation model of behavior to advance understanding of customer journeys.FindingsThe consumer's journey toward a higher-order goal encompasses various customer journeys tow

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Zhao, Huan, and Qiu Hong Wu. "Custom Service Support Management Information System." Applied Mechanics and Materials 687-691 (November 2014): 4840–43. http://dx.doi.org/10.4028/www.scientific.net/amm.687-691.4840.

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In the era of the Internet as the core of globalization the interaction of enterprises, enterprises are faced with a series of thorny issues about how to make social relations resources into corporate sales and development resources. In the past Management strategy is from product-centric to customer-centric. If the companies want to survival and development, we must establish a good relationship with closely customers. By a good corporate credit, high quality products, quality service, to attract new and old customers to standardize the management, warm and caring, and efficient services to s

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Eli, Sulistyowati, and Kusumawati Nurrani. "Analysis and Development of Clarity Project Marketing Strategy XYZ Insurance." International Journal of Current Science Research and Review 07, no. 08 (2024): 6137–43. https://doi.org/10.5281/zenodo.13264797.

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Abstract : XYZ Insurance, a new entrant in the Indonesian insurance sector, aims to differentiate itself through a customer-centric approach with its “Clarity Project.” This initiative seeks to simplify insurance communication and enhance customer comprehension, addressing common industry challenges. However, the project’s effectiveness varies across sales channels. This research investigates the implementation and optimal marketing strategy for the Clarity Project through internal and external environmental analysis, SWOT analysis, and qualitative interviews with customers a

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Min, Hokey. "Exploring Omni-Channels for Customer-Centric e-Tailing." Logistics 5, no. 2 (2021): 31. http://dx.doi.org/10.3390/logistics5020031.

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In this volatile post-COVID environment where customers look for ways to order products online using personal computers and mobile devices, a traditional sale/delivery of products via single distribution channel needs to be reassessed. As a revolutionary alternative to a conventional distribution channel, this paper proposes an omni-channel strategy. The omni-channel aims to maximize the customer shopping experience by diversifying and integrating the product purchase and delivery media through customer engagement. The omni-channel also facilitates the sales of products by allowing customers t

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Grönroos, Christian, and Johanna Gummerus. "The service revolution and its marketing implications: service logic vs service-dominant logic." Managing Service Quality 24, no. 3 (2014): 206–29. http://dx.doi.org/10.1108/msq-03-2014-0042.

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Purpose – The purpose of this conceptual paper is to analyse the implications generated by a service perspective. Design/methodology/approach – A conceptual analysis of two approaches to understanding service perspectives, service logic (SL) and service-dominant logic (SDL), reveals direct and indirect marketing implications. Findings – The SDL is based on a metaphorical view of co-creation and value co-creation, in which the firm, customers and other actors participate in the process that leads to value for customers. The approach is firm-driven; the service provider drives value creation. Th

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Loso Judijanto, Wendy Souisa, Arief Yanto Rukmana, Keni Kaniawati, and Okta karneli. "The Effect of Organizational Culture, Digital Marketing Strategy, Service Quality, and Environmental Sustainability on Customer Satisfaction of MSME products in Indonesia." Jurnal Riset Ekonomi Manajemen (REKOMEN) 6, no. 2 (2024): 181–96. http://dx.doi.org/10.31002/rekomen.v6i2.1177.

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This research investigates the various factors influencing customer satisfaction in Indonesia's context of Micro, Small, and Medium Enterprises (MSMEs). By examining the interaction between organizational culture, digital marketing strategy, service quality, and environmental sustainability, this study aims to explain how these elements collectively influence customer satisfaction. Data was collected from 300 Indonesian MSMEs and their customers and analyzed using Smart-PLS 4. The results showed a significant positive relationship between these factors and customer satisfaction. Organizational

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Qin, Sheng Feng, Emmanouil Lagoudakis, Qing Ping Kang, and Kai Cheng. "Customer-Centric Strategy for E-Manufacturing in Apparel Industry." Applied Mechanics and Materials 10-12 (December 2007): 39–44. http://dx.doi.org/10.4028/www.scientific.net/amm.10-12.39.

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This paper presents a customer-centric strategy for e-manufacturing in apparel industry. This strategy integrates 3D body scanning and 3D visualising techniques to allow automatic pattern alterations, based not only on human body measurements, but also on the fabrics’ dynamic properties and features. The 3D virtual try-on integration will actually present the exact idolised avatar of the customer virtually dressed. Scan data and patterns will be automatically transferred through ERP web-enabled interfaces direct to the enterprise’s manufacturing operations and facilities, and will be stored se

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Bolton, Mike. "Customer centric business processing." International Journal of Productivity and Performance Management 53, no. 1 (2004): 44–51. http://dx.doi.org/10.1108/17410400410509950.

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Bell, David R., Santiago Gallino, and Antonio Moreno. "Customer Supercharging in Experience-Centric Channels." Management Science 66, no. 9 (2020): 4096–107. http://dx.doi.org/10.1287/mnsc.2019.3453.

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We conjecture that for online retailers, experience-centric offline store formats do not simply expand market coverage, but rather, serve to significantly amplify future positive customer behaviors, both online and offline. We term this phenomenon “supercharging” and test our thesis using data from a digital-first men’s apparel retailer and a pioneer of the so-called zero inventory store (ZIS) format—a small-footprint, experience-centric retail location that carries no inventory for immediate fulfillment, but fulfils orders via e-commerce. Using a risk-set matching approach, we calibrate our e

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Hamid, Abdul, Amal Alshehhia, Adil Abdullah, and Elsir Mohamed. "Key Success Factors For Customer Relationship Management (CRM) Projects Within SMEs." Emirati Journal of Business, Economics, & Social Studies 1, no. 2 (2023): 73–85. http://dx.doi.org/10.54878/xfaz0661.

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Customer Relationship Management (CRM) has emerged as a must-have capability for the modern firm irrespective of size and sector. The importance of CRM can be attributed to the need for today’s businesses to be customer-centric or customer-focused. As a business strategy, CRM seeks to develop and improve relationships with targeted customers to optimize customer value, competitiveness, and corporate profitability. While CRM has a truly strong business case, approximately 70% of CRM implementation projects do not create the intended business value. With this in mind, this work has reviewed rele

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Denning, Stephen. "The digital age is transforming job descriptions, especially for CEOs." Strategy & Leadership 49, no. 5 (2021): 8–15. http://dx.doi.org/10.1108/sl-09-2021-0090.

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Purpose To implement a customer-centric vision in the digital era requires leadership that champions principles, processes and practices that promote customer value and corporate agility. Design/methodology/approach In the digital age organization the CEO’s job description, and those of all the leadership team, will require radical redesign. Findings A successful digital-age CEO is an entrepreneur with a passion for creating new value for customers and a preoccupation with strategic agility and discerning new business opportunities. Practical/implications Perhaps the most critical feature of d

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Agustinawati, Agustinawati, Samsidar Samsidar, Halida Bahri, Juliana Juliana, and Pendi Pendi. "THE INFLUENCE OF CUSTOMER-CENTRIC STRATEGY TOWARD TOURIST SATISFACTION." International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 1, no. 2 (2021): 347–54. http://dx.doi.org/10.54443/ijebas.v1i2.105.

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This study aims to investigate the infleunce of customer centric marketing mix on satisfaction for tourists in context of Aceh. The Halal tourism destination such as Ujong Blang beach, Seumadu beach, Lancok beach, Pangah Beach, Waduk Jeulikat, Lhok Seulayang, Museum Geudong and Gunung Sala is the latest destination in North Aceh and Lhokseumawe, Indonesia. This destination currently very in great demand by the tourists. A survey questionnaire is used to conduct this study. A sample of 200 tourists participated in the study. The findings reveal the significant positive relationship of three mar

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Van Den Meutter, Pieter, Peter-Paul Van Heesewijk, and Björn Kirchner. "Revolutionising customer service: Shifting from order management to customer experience." Journal of Supply Chain Management, Logistics and Procurement 7, no. 1 (2024): 25. http://dx.doi.org/10.69554/oqrv5085.

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This paper aims to explore the critical transition from traditional customer service to a comprehensive customer experience (CX) approach. A Henkel Adhesive Technologies case study, it highlights how integrating a customer-centric mindset within the supply chain can significantly enhance business performance and customer satisfaction. The paper outlines Henkel’s journey in collaboration with Bluecrux to implement a CX-focused strategy, emphasising the importance of state-of-the-art technology, process optimisation and a people-centric culture. Readers will gain insights into the necessity of u

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Yeoman, Ian. "Customer Centric Positioning — Really." Journal of Revenue and Pricing Management 7, no. 2 (2008): 127. http://dx.doi.org/10.1057/rpm.2008.19.

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Ravindra Safitra Hidayat, Selamat Riyadi, Heru Nugroho, and Dadet Sugiarto. "The Relationship Between Competitive Advantage, Customer Focus Strategy, And Customer Satisfaction In The Service Industry." International Conference on Education, Social Sciences and Technology (ICESST) 3, no. 2 (2025): 229–54. https://doi.org/10.55606/icesst.v3i2.454.

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This study explores the intricate interplay between competitive advantage, customer focus strategies, and customer satisfaction within the service industry, emphasizing a human-centered approach to organizational development. Through a comprehensive literature review, the research highlights the transformative potential of aligning strategic initiatives with human values and emotional resonance. It underscores the importance of cultivating meaningful relationships with customers to create sustainable competitive advantages that extend beyond traditional economic metrics. The findings reveal th

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Faria, Sílvia, and João M. S. Carvalho. "From a Multichannel to an Optichannel Strategy in Retail." Journal of Theoretical and Applied Electronic Commerce Research 20, no. 1 (2025): 45. https://doi.org/10.3390/jtaer20010045.

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This paper presents the first systematic literature review (SLR) that includes the concept of an optichannel strategy, examining the main principles, key characteristics, and implications for retailers when switching from a multichannel to an optichannel approach. The SLR was made using Web of Science, Scopus, and Google Scholar to find literature on the optichannel model in retail. The results show a paradigm shift in retailing from a multichannel, passing through omnichannel and phygital, to an optichannel strategy. This shift means marketers are now adopting a more customer-centric approach

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Karibdzhanov, Ch E. "Management strategy of healthcare organizations. PDRQ–9 method." Bulletin of "Turan" University, no. 3 (October 7, 2021): 243–48. http://dx.doi.org/10.46914/1562-2959-2021-1-3-243-248.

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The main source of success for a customer-centric organization is the ability to identify its customers, identify their needs, and use that information to develop a customer-centric strategy. In this regard, there is a widespread change in attitudes toward the construction of management in organizations. Whereas previously the competitiveness of an organization could be measured by its financial performance, now the intellectual potential of an organization is at the forefront. As the role of the patient in the health care system has intensified, the importance of patient participation has rec

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Anton Nugroho and Muinah Fadhilah. "Customer-Centric Strategy Dalam Menghadapi Persaingan Perusahaan Jasa Konstruksi." Jurnal Teknologi dan Manajemen Industri Terapan 2, no. 4 (2023): 316–25. http://dx.doi.org/10.55826/tmit.v2i4.296.

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Industri konstruksi dikenal dengan sifat kompetitifnya, yang sebagian besar disebabkan oleh kemudahan akses bagi individu atau perusahaan dengan modal investasi kecil dibandingkan dengan industri lain. Dalam lingkungan ini, perusahaan konstruksi sering kali tidak dapat menghasilkan permintaan untuk layanan mereka secara mandiri, sehingga mereka harus terlibat dalam proses penawaran yang sangat kompetitif. Penelitian ini bertujuan untuk menganalisis strategi yang berorientasi pada pelanggan sebagai cara menghadapi persaingan di sektor jasa konstruksi. Metodologi penelitian ini bersifat kualitat

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Čavlin, Miroslav, Verica Bulović, and Boris Šmitran. "Strategic Benefits of a Customer-Centric Approach in Customer Relationship Management System." Journal of Agronomy, Technology and Engineering Management (JATEM) 7, no. 3 (2024): 1114–23. http://dx.doi.org/10.55817/blvs9823.

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Since services are a major contributor to practically every economic process and one of the main movers of the global economy, they are extremely important in the global business environment. On the other hand, the demand for rapid changes and quality improvement at all levels coincides with the development of the service sector and presupposes the existence of a practical, rational, and socio-economically justified development strategy. The main topic of this article is the customer-facing aspect of the CRM process. According to this viewpoint, all customer-facing functions will receive custo

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Rahman, Md Matiur. "The Role of Customer Relationship Management (CRM) Systems in Enhancing Marketing Strategies." INTERNATIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 06 (2025): 1–9. https://doi.org/10.55041/ijsrem50940.

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In the digital-first economy, organizations are increasingly relying on Customer Relationship Management (CRM) systems as a central pillar of their marketing strategy. These systems play a pivotal role in integrating customer data, improving segmentation, enhancing personalization, and enabling more effective campaign management. This research paper critically explores how CRM systems enhance marketing strategies by fostering deeper customer relationships, improving communication, and driving strategic decision-making. Drawing from extensive literature and conceptual analysis, the study conclu

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Qotrunnada, Wahdaniyah, and Rofiah Chusnul. "Bonsai's Marketing Strategy Centers on Creating Customer Value." Journal of Economics, Finance And Management Studies 07, no. 06 (2024): 3145–62. https://doi.org/10.5281/zenodo.11542817.

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This paper contributes to a different marketing approach on how to describe value from the customer's perspective. This research examines value-based pricing by highlighting a customer-centric approach with a focus on customer value creation to explore what this literature can convey in achieving success. The research locus is the research object of the Jombang Bonsai Community FB community which has 16,645 members. with consideration: Members of the Jombang Bonsai Facebook Community Trust; Own a bonsai plant business; Join the community for at least 2 years. The qualitative approach carried o

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Meryem, BOUFIM, and BARKA Hafid. "Digital Marketing: Five Stages Maturity Model for Digital Marketing Strategy Implementation." International Journal of Business and Technology Studies and Research IJBTSR 3, no. 3 (2021): 15 pages. https://doi.org/10.5281/zenodo.5578706.

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<em>The new context of digital has reversed collegiate definitions and swayed power between companies and customers. As a result, meeting customer needs has become the focus and challenge of any business. With customer centric strategies, implementation frameworks have to be adjusted following marketing shift from mass marketing to digital personalized marketing. The changing technologies and customer behavior become daily challenges for marketers to improve their reaching and conversion techniques. Marketers are also challenged to nurture customer relationship across virtual world in fierce c

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Senn, Christoph, Axel Thoma, and George S. Yip. "Customer-Centric Leadership: How to Manage Strategic Customers as Assets in B2B Markets." California Management Review 55, no. 3 (2013): 27–59. http://dx.doi.org/10.1525/cmr.2013.55.3.27.

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Thi, Mai Anh Nguyen, Huong Tran Thi Thu, and Thim Tong Thi. "Research on The Impact of E-Logistics Service Quality on Customer Satisfaction in E-Commerce." International Journal of Research 12, no. 5 (2025): 166–84. https://doi.org/10.5281/zenodo.15395475.

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The purpose of the study is to explore and identify the factors of e-logistics service quality that affect e-commerce customer satisfaction, thereby influencing customer loyalty. A survey was conducted to collect data from 187 young customers residing in Bac Tu Liem District, Hanoi. The collected data were analyzed using SPSS 20 and AMOS 20 to test the proposed hypotheses. A measuring instrument was used with six dimensions, that is, information quality, order fulfilment, customer service, service personalization, customer satisfaction and customer loyalty. The results revealed that informatio

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Jelica, Trninic, Grljevic Olivera, and Ana Maria Serdar. "Utilization of intelligent methods and techniques for customer knowledge management." Perspectives of Innovations, Economics and Business 7, no. 1 (2011): 48–50. https://doi.org/10.15208/pieb.2011.11.

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  In order to achieve better market position, companies need to develop customer-centric strategy and properly manage customer data at their disposal in order to obtain useful knowledge. However, conversion of customer data into customer knowledge is very challenging. Data mining methods and techniques search for hidden relationships and patterns in corporate databases, and herein lies their advantage in the process of generating the knowledge. The paper illustrates application of data mining techniques for improvement of marketing activities.

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Shriya, P. Jain. "IPhone Supply Chain Strategy and Customer Satisfaction Analysis." Journal of Research and Review in Purchasing and Supply Management 2, no. 1 (2024): 24–35. https://doi.org/10.5281/zenodo.14178960.

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<em>Through this paper, in detail analysis of two important parameters of iPhone has been conducted. The parameters include the supply chain strategy of the brand and the analysis regarding the customer satisfaction of iPhone’s. Factor analysis is the technique used to understand the customer satisfaction of iPhone, the flagship product of the company Apple. iPhone is known for its expensive supple chain efficiency engulfing numerous countries and a huge number of suppliers.</em> <em>The initial segment of this paper would elaborate on the supply chain strategy employed by Apple, for its

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Liu, Min, and Shui'e Chan. "Optimizing Supply Chain Transparency and Customer Compatibility with AI-Driven Models." World Journal of Innovation and Modern Technology 7, no. 5 (2024): 105–12. http://dx.doi.org/10.53469/wjimt.2024.07(05).12.

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As global supply chains become increasingly complex, the adoption of artificial intelligence (AI) technologies has emerged as a critical strategy for enhancing operational transparency and improving customer compatibility. This study investigates the application of AI-driven models in optimizing supply chain performance, focusing on predictive analytics, real-time data integration, and customer-centric personalization. A comprehensive experimental framework was employed, evaluating five distinct AI configurations against four key performance criteria: operational transparency, customer compati

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Liu, Sheng Li, and Fa Shen. "A Study on Methodology to Collect Customer Requirements through the Internet." Applied Mechanics and Materials 37-38 (November 2010): 59–63. http://dx.doi.org/10.4028/www.scientific.net/amm.37-38.59.

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Timely and accurate access to customer requirements is one of the vital elements of the customer-centric business strategy of modern enterprises. After comparisons of different methods of surveying product and market requirements, we propose to use the Internet information through well-constructed websites to utilize the techniques and methods of collecting customer needs and combining with actual cases in order to provide the basis for new product development in enterprises.

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Beltagui, Ahmad, and Marina Candi. "Revisiting service quality through the lens of experience-centric services." International Journal of Operations & Production Management 38, no. 3 (2018): 915–32. http://dx.doi.org/10.1108/ijopm-06-2015-0339.

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Purpose The purpose of this paper is to revisit prevailing notions of service quality by developing and testing a model of service quality for experience-centric services. Design/methodology/approach By problematizing the service quality literature, a model is developed to capture impacts of outcome-achievement, instrumental performance and expressive performance on customer loyalty. A multi-group structural equation model is tested to establish the moderating effect of perceived service character – utilitarian or hedonic. Findings Outcome-achievement mediates the direct relationships between

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Juliet, Rachel Roosiana Kainama, and Prawiraatmadja Widhyawan. "Proposed Business Strategy to Improve Bank XYZ's Competitiveness through Customer Adoption of XGEB." International Journal of Current Science Research and Review 05, no. 05 (2022): 1435–44. https://doi.org/10.5281/zenodo.6519625.

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Abstract : The internet has the potential to transform banks and the financial sector dramatically. The advent of online banking is projected to impact the variety of financial services that banks offer. Service delivery techniques may evolve if banks utilize new technology to analyses profitability. Online banking has made banking more accessible and convenient for both banks and customers, but it also has its own set of hurdles and problems. Despite the benefits of online banking, banks continue to confront difficulties due to customers’ reluctance to utilize it. This research will foc

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Kamboj, Shampy, Mayank Yadav, Zillur Rahman, and Praveen Goyal. "Impact of Social CRM Capabilities on Firm Performance." International Journal of Information Systems in the Service Sector 8, no. 4 (2016): 1–16. http://dx.doi.org/10.4018/ijisss.2016100101.

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The emergence of social media technologies have drastically changed the face of customer relationship management (CRM), hence firms are incorporating social media technologies in their existing CRM systems which has led to the evolution of social CRM. This article extends capability-based perspective of traditional CRM by integrating it with social media technologies and to assess empirically their significant impact on firm performance. It also examines the mediating role of co-created customer experience. The developed hypothesis and proposed model were tested through structural equation mod

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N, Ranjith, and Dr Naveen G. "“A STUDY ON IMPACT OF INNOVATIVE STRATEGY TOWARDS CUSTOMERS ACQUISITION AT NRCONTAINERS PRIVATE LIMITED, DODDABALLAPUR”." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 07, no. 11 (2023): 1–11. http://dx.doi.org/10.55041/ijsrem26941.

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The primary objective of this research is to evaluate how NRContainers has strategically leveraged innovation to enhance its customer acquisition efforts. Through an extensive analysis of the company's innovative initiatives, market trends, and customer feedback, this study seeks to uncover valuable insights into the relationship between innovation and customer acquisition. Preliminary findings suggest that NRContainers has successfully implemented innovative strategies, such as product diversification, technological advancements, and customer-centric approaches, which have positively influenc

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S. Nirbhavane, Shashwati, Dilip G. Belgoankar, and Vidyullata R. Hande. "IMPACT OF CRM ADOPTION ON CUSTOMER SATISFACTION, OPERATIONAL EFFICIENCY, AND MARKET EXPANSION IN THE TOURISM INDUSTRY." International Journal of Research in Commerce and Management Studies 07, no. 02 (2025): 234–49. https://doi.org/10.38193/ijrcms.2025.7219.

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Customer Relationship Management (CRM) has become a cornerstone of strategic customer engagement and revenue optimization in the tourism sector. This study explores the effectiveness of CRM strategies in Maharashtra’s tourism industry, analyzing their impact on customer satisfaction, retention, and financial performance. A quantitative research approach was employed, collecting data from 600 tourism professionals across four major districts—Mumbai, Pune, Aurangabad, and Nashik. Statistical analyses, including correlation matrices, multiple regression models, and factor analysis, reveal that CR

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