Relevant bibliographies by topics / Customer Relation Management (CRM)

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Customer Relation Management (CRM)'

Author: Grafiati
Published: 4 June 2025
Last updated: 1 August 2025

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Journal articles on the topic "Customer Relation Management (CRM)"

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et al., Eltahir. "Comparative study of customer relationship management (CRM) and electronic customer relationship management (E-CRM)." International Journal of ADVANCED AND APPLIED SCIENCES 8, no. 7 (2021): 1–6. http://dx.doi.org/10.21833/ijaas.2021.07.001.

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Customer Relationship Management can have great help to different companies of different sizes as it offers direct relation with the efficient in organizing, disseminating, and establishing values. The current study is the investigation into and comparison of Customer Relationship Management (CRM) and Electronic Customer Relationship Management (E-CRM). The study also aims to compare CRM and ECRM. The study also aims at showing to what extent building good relationships with the customer is of great role to companies. The study reviewed the recent articles published in the international databa
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Sri, Apriliyanti, Ilyas, and Fadhlia. "Customer Relationship Management (CRM) Strategy in an Effort to Maintain Customer Loyalty in Telkomsel Palu Branch." International Journal of Social Science and Human Research 07, no. 10 (2024): 7973–76. https://doi.org/10.5281/zenodo.14029086.

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Building and maintaining good relationships with customers is one way to maintain the survival of the company. Customer Relationship Management is a disciplined approach to developing and maintaining profitable customer relationships. One thing that can be done to maintain customer loyalty and increase profits is to improve the quality of service through the concept of CRM strategy. Therefore, the purpose of this study is to determine the CRM strategy carried out by Telkomsel Branch Palu in an effort to maintain customer loyalty. This study is qualitative in nature using data collection techni
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Mohammadhossein, Nastaran, Mohammad Nazir Ahmad, Nor Hidayati Zakaria, and Shidrokh Goudarzi. "A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction." International Journal of Enterprise Information Systems 10, no. 1 (2014): 11–31. http://dx.doi.org/10.4018/ijeis.2014010102.

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The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction in marketing companies. Personalized service, responsiveness to customer's needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving custo
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Yuliani, I. Dewa Ayu Eka, and Susanti Margaretha Kuway. "SISTEM INFORMASI PEMESANAN DENGAN PENERAPAN KONSEP ELECTRONIC CUSTOMER RELATION MANAGEMENT BERBASIS WEB." CCIT Journal 10, no. 1 (2017): 24–34. http://dx.doi.org/10.33050/ccit.v10i1.508.

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Building customer loyalty at Multi Sport Pontianak requires corporations to create new, innovative, and differentiated products. Quality assurance is one of the most important aspect beside employing technology to provide better information to customers and also better before and after sales services. This research employs research and development method to design E-CRM with sequential Linear and Unified Modelling Language as tools for system modelling. Ordering information system design with E-CRM helps store users to build better customer loyalty with uptodate information and promotion to ta
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Ruskov, Plamen. "CRM ON RELATION TO INTERNATIONALIZATION STRATEGIES." Economic Thought journal 69, no. 1 (2024): 85–101. http://dx.doi.org/10.56497/etj2469105.

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This study examines the pivotal role of Customer Relationship Management (CRM) in the realm of international business strategy. By analysing various definitions and models of CRM, it identifies how CRM strategies align with organisational goals across different market conditions and cultural landscapes. The paper synthesizes these findings to propose a comprehensive CRM approach that enhances customer satisfaction and organisational profitability while addressing the challenges of international business operations.
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Elfarmawi, Wouroud. "Correlation Between Customer Relationship Management System Usage, Product Innovation, And Customer Satisfaction." Foundations of Management 11, no. 1 (2019): 23–32. http://dx.doi.org/10.2478/fman-2019-0002.

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AbstractThis quantitative correlational research examined the correlations between customer relation-ship management (CRM) usage, product innovation, and customer satisfaction. The general problem was the lack of evidence indicating the use of CRM system as effective in improving small- to medi-um-size companies’ performance. Hence, the specific problem was to determine the beneficial use of a CRM system for customer satisfaction and product innovation. Data were gathered through sur-veymonkey.com. A total of 97 respondents were selected as sample from 10 small- to medium-size companies to ans
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DARA ANDRIANA, ANNA. "DEVELOPMENT OF CUSTOMER RELATIONSHIP MANAGEMENT APPLICATION USING DYNAMIC CRM FRAMEWORK." JSK (Jurnal Sistem Informasi dan Komputerisasi Akuntansi) 6, no. 2 (2022): 1–5. http://dx.doi.org/10.56291/jsk.v6i2.82.

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In the development of technology, currently it has covered all fields, including in the business field. Customer Relationship Management (CRM) is approach used by companies in fostering good relationships with customers. Managing relationships with customers has been proven to increase the company's income and can meet customer satisfaction, so that customers become loyal customers. The purpose of this CRM application is to attract as many new customers as possible, as well as retain old customers and increase customer loyalty. In CRM, companies and customers will benefit. The company will get
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Poorani., R., T. Arulselvi., and J. Junojasmine. "A Study on Customer Relationship Management at Yamaha Srinivasa Motors Puducherry." International Journal of Trend in Scientific Research and Development 3, no. 6 (2019): 663–68. https://doi.org/10.5281/zenodo.3588833.

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Most of the two wheeler industry focuses on customer relationship management these days. The first and foremost necessity is to satisfy the existing customers and make them come back for a repurchase of their products. This means Yamaha should concentrate on its customers. The aim of the study is to find the customer relationship management and brand loyalty at Yamaha Srinivasa Motors Puducherry. The relation between CRM and Brand Loyalty is also assessed. Primary and secondary data were used for the study. CRM questionnaire was used to collect primary data. Eighty samples are selected at rand
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Grow, Kristine. "Constructing CRM [Customer Relations Management]." EDPACS 29, no. 10 (2002): 15–16. http://dx.doi.org/10.1201/1079/43279.29.10.20020228/35124.2.

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Al-Diabat, Bassam Fathi. "Customer relationship management and customer loyalty: Examining the mediating role of business process management." Uncertain Supply Chain Management 10, no. 4 (2022): 1103–10. http://dx.doi.org/10.5267/j.uscm.2022.9.002.

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The purpose of this study is to investigate the impact of customer relationship management on customer loyalty (CL) at Jordan Telecommunication Company through business process management. The researcher uses the descriptive analytical method to scan members’ opinions. The random sample includes (367) workers from different sectors all over the country. The results show that customer relation management (CRM) has a dramatic impact on customer loyalty and business process management (BPM). Besides, BPM plays a vital role between CRM and CL. This study appears to be the first study in Jordan whi
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Dissertations / Theses on the topic "Customer Relation Management (CRM)"

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Lundgren, Emilie, and Yamila Mingo. "Faktorer som påverkar kunders relation till ICA." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-21962.

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Tierney, Joseph A. "The implementation of CRM at FISC Norfolk Detachment Philadelphia." Thesis, Monterey, Calif. : Springfield, Va. : Naval Postgraduate School ; Available from National Technical Information Service, 2003. http://library.nps.navy.mil/uhtbin/hyperion-image/03Jun%5FTierney.pdf.

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Lam, Lai Ki. "Adoption of Customer Relationship Management (CRM) in local manufacturing industry /." access full-text access abstract and table of contents, 2005. http://libweb.cityu.edu.hk/cgi-bin/ezdb/thesis.pl?mphil-meem-b19887292a.pdf.

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Thesis (M. Phil.)--City University of Hong Kong, 2005.<br>"Submitted to Department of Manufacturing Engineering and Engineering Management in partial fulfillment of the requirements for the degree of Master of Philosophy." Includes bibliographical references.
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Steyn, Helena. "A socio-technical approach to customer relationship management (CRM) systems." Thesis, Stellenbosch : Stellenbosch University, 2004. http://hdl.handle.net/10019.1/49853.

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Thesis (MBA)--Stellenbosch University, 2004.<br>ENGLISH ABSTRACT: The networked economy has resulted in the customer having an unprecedented choice and control over how he/she chooses to do business and with whom. In addition, the ever-increasing commoditisation of products and services has forced businesses to re-evaluate their sources of sustainable competitive advantage. The ability to differentiate an organisation from others has therefore become a major business advantage. Customer Relationship Management (CRM) is considered the most significant and only remaining differentiator. G
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Lundgren, Andreas, and Erik Lindström. "Customer Relationship Managements fallgropar : En studie för att uppmärksamma kritiska delar och misstag vid införandet och det kontinuerliga arbetet med Customer Relationship Management." Thesis, Uppsala universitet, Institutionen för informatik och media, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-297237.

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Customer Relationship Management blir ett allt vanligare verktyg för att hantera kundvård för företag, det används främst för att hantera kundrelationer och lagra kundinformation. Customer Relationship Management, eller CRM, bygger på en affärsfilosofi som bör genomsyra hela organisationen. Denna filosofi blir en strategi för att hjälpa företag hantera sina nuvarande och kommande kunder. CRM uppkom först på 90-talet då förståelsen för kundvård startade i kombination med automatisering av försäljningsprocesser och analysering av kunddata. Idag är CRM också ett informatio
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Mackay, Nedia 1980. "The interrelationship between selected customer relationship management initiatives, customer satisfaction and behavioural intention / N. Mackay." Thesis, North-West University, 2013. http://hdl.handle.net/10394/8766.

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South African short-term insurers are finding it increasingly more difficult to maintain their market value amidst unpredictable and erratic economic conditions. In addition, the short-term insurance industry is faced with two major challenges: the growing number of direct short-term insurers entering the industry, and the significant decline in customer retention rates. Based on the literature review, it was found that these challenges present short-term insurers with a strategic imperative – they need to adopt a CRM approach, incorporating an integrated customer focus aimed at developing lon
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Bang, Jounghae. "Understanding customer relationship management from managers' and customers' perspective : exploring the implications of CRM fit, market orientation, and market knowledge competence /." View online ; access limited to URI, 2005. http://0-wwwlib.umi.com.helin.uri.edu/dissertations/dlnow/3188835.

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Yeung, Cheuk-chi. "An evaluation of the customer relationship management (CRM) in improving service quality of the private residential properties." Click to view the E-thesis via HKUTO, 2009. http://sunzi.lib.hku.hk/hkuto/record/B42556338.

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Strömdahl, Joakim. "CRM : Vilka faktorer har betydelse vid en implementering av CRM i B2B?" Thesis, Umeå universitet, Företagsekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-143701.

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CRM-system är ett växande och lukrativt affärsområde, som genererar stora intäkter för företag verksamma inom en rad olika branscher globalt, i synnerhet branscher där kundfokus står i centrum. Att arbeta med kunden i fokus och att ha kunden som medskapare av värde, anses av många vara nödvändigt för att kunna möta en tilltagande global konkurrens. Företag investerar stora summor pengar i anskaffning av CRM-system, i syfte att stärka kundrelationen och öka avkastningen över tid. Befintlig forskning visar emellertid att implementeringen av CRM ofta misslyckas, varpå den förväntade avkastningen
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Morais, Nilnta Elpida, and Joyce Mhando. "Application of ICT in the Swedish Hopsitality & Tourism Industry : a study of viral marketing and word- of -mouth marketing concepts in relation to CRM." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-12263.

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Aim: The Internet has provided a medium for word of mouth and its electronic extension, also known as viral marketing. In the hospitality and tourism industry, use of the internet has caused drastic changes. Consumers are now more used to gathering information about their destinations through online word of mouth The aim of this thesis is to achieve an understanding of the concept of viral marketing and its suitability, as well as its primary link the concept of word of mouth and its relevance to customer relations, in the hospitality and tourism industry of Sweden. Method: A qualitative resea
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Books on the topic "Customer Relation Management (CRM)"

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Bergeron, Bryan P. Essentials of CRM. John Wiley & Sons, Ltd., 2004.

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Goldenberg, Barton J. CRM in real time: Empowering customer relationships. CyberAge Books, 2008.

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Chorianopoulos, Antonios. Effective CRM using predictive analytics. John Wiley & Sons Inc., 2015.

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Tsiptsis, Konstantinos. Data mining techniques in CRM: Inside customer segmentation. Wiley, 2010.

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Walser, Konrad. Auswirkungen des CRM auf die IT-Integration. EUL, 2006.

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Walser, Konrad. Auswirkungen des CRM auf die IT-Integration. EUL, 2006.

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Tsiptsis, Konstantinos. Data mining techniques in CRM: Inside customer segmentation. Wiley, 2009.

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Tsiptsis, Konstantinos. Data mining techniques in CRM: Inside customer segmentation. Wiley, 2010.

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Damian, Sinay, ed. Microsoft Dynamics CRM 4.0: Unleashed. Sams Pub., 2008.

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Greenberg, Paul. CRM at the speed of light: Social CRM strategies, tools, and techniques for engaging your customers. 4th ed. McGraw-Hill, 2009.

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Book chapters on the topic "Customer Relation Management (CRM)"

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Buttle, Francis, and Stan Maklan. "Implementing CRM." In Customer Relationship Management. Routledge, 2019. http://dx.doi.org/10.4324/9781351016551-19.

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Prior, Daniel D., Francis Buttle, and Stan Maklan. "Implementing CRM." In Customer Relationship Management, 5th ed. Routledge, 2023. http://dx.doi.org/10.4324/9781003295150-18.

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Schulze, Jens. "Customer Relationship Management." In CRM erfolgreich einführen. Springer Berlin Heidelberg, 2002. http://dx.doi.org/10.1007/978-3-642-56138-2_2.

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Buttle, Francis, and Stan Maklan. "Introduction to CRM." In Customer Relationship Management. Routledge, 2019. http://dx.doi.org/10.4324/9781351016551-2.

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Kehl, Roger E., and Bernd J. Rudolph. "Warum CRM-Projekte scheitern." In Customer Relationship Management. Springer Berlin Heidelberg, 2001. http://dx.doi.org/10.1007/978-3-642-56552-6_11.

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Zipser, Andreas. "Business Intelligence im CRM." In Customer Relationship Management. Springer Berlin Heidelberg, 2001. http://dx.doi.org/10.1007/978-3-642-56552-6_2.

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Schwetz, Wolfgang. "CRM — Aufbau und Funktionen." In Customer Relationship Management. Gabler Verlag, 2001. http://dx.doi.org/10.1007/978-3-322-89528-8_7.

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Schwetz, Wolfgang. "CRM — Aufbau und Funktionen." In Customer Relationship Management. Gabler Verlag, 2000. http://dx.doi.org/10.1007/978-3-322-92002-7_7.

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Prior, Daniel D., Francis Buttle, and Stan Maklan. "Current Developments in CRM." In Customer Relationship Management, 5th ed. Routledge, 2023. http://dx.doi.org/10.4324/9781003295150-20.

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Prior, Daniel D., Francis Buttle, and Stan Maklan. "An Introduction to CRM." In Customer Relationship Management, 5th ed. Routledge, 2023. http://dx.doi.org/10.4324/9781003295150-2.

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Conference papers on the topic "Customer Relation Management (CRM)"

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Jankova, Liga, and Andrejs Lazdins. "CUSTOMER RELATIONSHIP MANAGEMENT IN LATVIA." In 24th SGEM International Multidisciplinary Scientific GeoConference 2024. STEF92 Technology, 2024. https://doi.org/10.5593/sgem2024/5.1/s21.58.

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Understanding the nature and role of customer relationship management (hereinafter CRM) is an important prerequisite for business success. A customer requires the company to adhere to certain quality standards as well as affects the performance and management of the company. Customer relationships could be managed and developed to attract new customers and increase business profitability and customer loyalty. The customer is the most valuable asset of a company that helps to achieve goals set by the company. In Latvia, the need to view customer relationships as important in business management
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Acharjee, Purnendu Bikash, Harshal Anil Salunkhe, Srushti Thorat, et al. "Artificial Intelligence (AI) in CRM (Customer Relationship Management): A Sentiment Analysis Approach." In 2024 International Conference on Trends in Quantum Computing and Emerging Business Technologies (TQCEBT). IEEE, 2024. http://dx.doi.org/10.1109/tqcebt59414.2024.10545168.

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Sathyavani, Bandela, Nalla Bala Kalyan, Diwakar Reddy Peddinti, Karthick R, Varsha Bihade, and Anil Tiwari. "Next-Generation CRM: AI, IoT, and the Future of Customer Relationship Management." In 2025 International Conference on Pervasive Computational Technologies (ICPCT). IEEE, 2025. https://doi.org/10.1109/icpct64145.2025.10940899.

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Eugene, Eisya, and Dicky Hida Syahchari. "Analyzing the Impact of Digital Marketing, Website Design, e-CRM, and Customer Experience on Online Customer Buying Behavior." In 2024 IEEE Technology & Engineering Management Conference - Asia Pacific (TEMSCON-ASPAC). IEEE, 2024. https://doi.org/10.1109/temscon-aspac62480.2024.11024987.

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Johrawanshi, Anjani, Priti Verma, Hemant Vyas, Manish Gupta, Santosh Kumar, and Ankur Pandey. "Optimizing Customer Relationship Management (CRM) Based on Machine Learning-Based Churn Prediction Models." In 2024 International Conference on Communication, Control, and Intelligent Systems (CCIS). IEEE, 2024. https://doi.org/10.1109/ccis63231.2024.10932133.

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Gupta, Anuradha, Amit Kumar Bhanja, Nasa Dhanraj, Jyoti Kumar Chandel, and Monalisha Patel. "Is Artificial Intelligence Transforming the CRM (Customer Relationship) Experience? An Empirical Study in Indian Retail Industry." In 2024 International Conference on Intelligent & Innovative Practices in Engineering & Management (IIPEM). IEEE, 2024. https://doi.org/10.1109/iipem62726.2024.10925741.

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Quispe, Juan Ríos, Gabriele Villanueva Parasi, and Mercedes Elena Cano Lazarte. "Application of the Customer Relationship Management (CRM) tool, the ABC method, and the implementation of the Scrum methodology to increase the sales of a small outdoor advertising company." In 2024 Congreso Internacional de Innovación y Tendencias en Ingeniería (CONIITI). IEEE, 2024. https://doi.org/10.1109/coniiti64189.2024.10854825.

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Leković, Bojan, Dušan Bobera, and Milenko Matić. "Process Innovation as a Result of CRM Mechanisms." In 29th International Scientific Conference Strategic Management and Decision Support Systems in Strategic Management. University of Novi Sad, Faculty of Economics in Subotica, 2024. http://dx.doi.org/10.46541/978-86-7233-428-9_437.

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This paper aims to examine the impact of different cooperation mechanisms with customers on the development of process innovation in companies. in ??AP Vojvodina in the Republic of Serbia. Customer collaboration mechanisms include information sharing with customers, joint problem solving with customers, and technology used in customer relationships. In the software package for statistical data analysis Smart PLS 4, a statistical analysis of the data obtained by conducting a questionnaire in companies in AP Vojvodina was performed. The sample includes 31 companies, and its owners or general man
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Gorobeţ, Ilinca. "Customer relationship management (CRM) banking." In International Scientific Conference “30 Years of Economic Reforms in the Republic of Moldova: Economic Progress via Innovation and Competitiveness”. Academy of Economic Studies of Moldova, 2022. http://dx.doi.org/10.53486/9789975155663.51.

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In a condition of fierce competition on the financial market, when banks are losing more and more of their market and customers, CRM banking presents itself as a personalized solution to this problem. The purpose of this research is to highlight the advantages of CRM banking for both the bank and the customer. Research methods will be description, comparison, synthesis. As a result, we will elucidate what CRM banking presents on the domestic market and in international practice.
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Cui Wenjing and Cui Wenyi. "Customer Relationship Management (CRM) in insurance companies." In 2012 International Conference on Information Management, Innovation Management and Industrial Engineering (ICIII). IEEE, 2012. http://dx.doi.org/10.1109/iciii.2012.6339985.

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Reports on the topic "Customer Relation Management (CRM)"

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Arniella, Elio F. Evaluation of Smart Water Infrastructure Technologies (SWIT). Inter-American Development Bank, 2017. http://dx.doi.org/10.18235/0006353.

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The objective of this document is to present an assessment of the current situation in the application of Smart Water Infrastructure Technologies (SWIT) and to provide a summary of potential key recommendations for the integration of such technologies by water service providers in the Latin American and Caribbean region. Smart Water Infrastructure Technologies (SWIT) have the potential to contribute considerably to improved service delivery and efficiency. Those technologies include:Smart Metering (AMR/AMI), District Metered Areas (DMAs), Pressure Management, Active Leak Detection, Management
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