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

Author: Grafiati

Published: 4 June 2025

Last updated: 1 August 2025

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1

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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Hia, Era Era, Muhammad Khaidir Fahram, and Siti Nurhasanah. "Penerapan Customer Relationship Management (CRM) Berbasis Website Terhadap Penilaian Pelanggan." Journal CERITA 8, no. 1 (2022): 60–66. http://dx.doi.org/10.33050/cerita.v8i1.2136.

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reduce customer turnover or departure to other competitors. CRM system at PT. Wingoh Albinda still uses semi-computerization, namely Microsoft excel in managing its data, causing several problems in terms of late service, the response to customers is not optimal. This study presents an analysis of web-based CRM development on a marketing information system at PT. Wingoh Albinda. The result is a web-based CRM system that can manage customer data, product promotions, product sales data and customer service management which is used to store customer inquiries, complaints and ratings to create goo

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Manurung, Samuel, and Mufria J. Purba. "Pemanfaatan Aplikasi Customer Relation Management pada koperasi." MATRIK : Jurnal Manajemen, Teknik Informatika dan Rekayasa Komputer 19, no. 1 (2019): 119–26. http://dx.doi.org/10.30812/matrik.v19i1.474.

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Cooperatives are usually referred to as a means to help people from low economic circles up to economic conditions upwards. With the existence of a unit for savings and loans can help the community in the district of Kabanjahe open a business in improving the economy of the people in Kabanjahe. Payment of invoices by customers and events to be carried out by cooperatives never arrive due to a lack of information received by customers. Therefore we need a system that is very helpful in the process of supporting events in the cooperative. The CRM (Customer Relationship Management) application ca

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Dařena, František. "A research on CRM systems in the Czech Republic." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 56, no. 3 (2008): 29–34. http://dx.doi.org/10.11118/actaun200856030029.

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Customer Relationship Management (CRM) is seen as a holistic framework for interaction of organizations with their customers. It is focused on gaining customers&#8217; loyalty through providing the value positively perceived by the customers and usually incorporates information and communication technologies in the form of CRM systems. The paper discusses various aspects of CRM philosophy and utilization of information and communication technologies in relation to CRM. A survey that was conducted among three hundred organizations in the Czech Republic (among them some major companies, s

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Fatona, Aqli, Havid Syafwan, and Akmal Akmal. "IMPLEMENTATION OF THE WEB-BASED ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT APPLICATION IN THE SYMPLE STORE." JURTEKSI (Jurnal Teknologi dan Sistem Informasi) 10, no. 3 (2024): 553–58. http://dx.doi.org/10.33330/jurteksi.v10i3.3273.

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Abstract: CRM (Customer Relationship Management) is a type of management regarding the management of the company with customers to improve relationships with customers. CRM can be adapted to E-CRM (Electronic Customer Relationship Management) which requires the role of information technology. Symple Store is a business that sells various t-shirts, apparel, and screen printing services. To see the product, customers must come directly to the store because there is no media to convey product information to customers. Symple Store does not have a way to place an order if the customer does not hav

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Sigala, Marianna. "Implementing social customer relationship management." International Journal of Contemporary Hospitality Management 30, no. 7 (2018): 2698–726. http://dx.doi.org/10.1108/ijchm-10-2015-0536.

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PurposeThis paper aims to debate the technology-driven transformation of customer relationship management (CRM) into social CRM, which entails a shift from a transactional and automational solution to a customer experience management philosophy, reflecting high levels of customer empowerment.Design/methodology/approachA literature review provides a critical analysis of the concept, tenets, aims and implementation approaches of social CRM. Arguments are summarised by developing a process-based framework for implementing social CRM.FindingsBy adopting a value co-creation approach that recognises

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Lutpiyani, Lutpiyani, and Riska Tyas Prahesti. "EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) PROGRAM ON CUSTOMER LOYALTY." JURNAL EKONOMI KREATIF DAN MANAJEMEN BISNIS DIGITAL 3, no. 3 (2025): 230–49. https://doi.org/10.55047/jekombital.v3i3.864.

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The existence of competition among companies today, which can no longer be avoided, has made Public Relations (PR) one of the vital components in the success of modern companies in this digital era. One of the main roles of PR is to implement Customer Relationship Management (CRM) and maintain and enhance consumer loyalty. A business needs to implement CRM to enhance the overall customer experience throughout the organization. This includes all interactions, whether in-person or online, and covers everything from pre-sales activities to the experience with products and services, as well as pos

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Limbad, Shaileshkumar Jausukhbhai, and Vinod Patel. "Measuring Performance towards Customer Relationship Management Practices in Indian Banking Sector: Study of Conceptual Theories and Focus on Developing CRM Model." Cross Current International Journal of Economics, Management and Media Studies 1, no. 4 (2019): 87–93. http://dx.doi.org/10.36344/ccijemms.2019.v01i04.001.

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The intensive competition between retail banks in India and all the banks realized the needs for protecting existing customer base. Maintaining customer relation and build a loyalty has become a business strategy, and banks also realize that customer lifetime value identifies the value of a long-term relationship. This study mainly focused on types of CRM practices deployed in Indian banking sector and the changes needed with evaluation and cut throat competition. It helps to increase the ability to serves customer better and to improve the marketing productivity. It will also help to understa

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Dennis Rydarto Tambunan, Heru Kreshna Reza, Melly Susanti, and Sabri. "Customer Relationship Management In Banking Sector Case Study Of Conventional Banks." International Journal of Science, Technology & Management 2, no. 6 (2021): 2136–42. http://dx.doi.org/10.46729/ijstm.v2i6.364.

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The importance of Customer Relationship Management (CRM) to help businesses acquire new customers, retain existing ones and maximize their lifetime value. This paper discusses the role of Customer Relationship Management in 4 bank units and the need for Customer Relationship Management to increase customer value by using several analytical methods in CRM applications. This paper attempts to identify the technological revolution witnessed by commercial banks and to what extent it has benefited banks to build better customer relationship management (CRM) services between public sector banks and

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Madhukumar.K. and Deepak. K. V. Dr. "SUSTAINING CUSTOMER RELATIONSHIP MANAGEMENT IN BANKING SECTOR THROUGH TOUCH POINTS: A FACTOR ANALYSIS APPROACH." International Journal of Marketing & Financial Management 6, no. 2 (2018): 27–35. https://doi.org/10.5281/zenodo.10817026.

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<strong>ABSTRACT</strong> <strong> </strong> Every business unit emphasizes on spurting a long term relationship with customers to nurture its stability in today’s blooming market. Customer’s expectations are now not only limited to get best products and services, they also need a face-to-face business in which they want to receive exactly what they demand and in a quick time. Customer Relationship Management is an upright concept or strategy to solidify relations with customers and at the same time reducing cost and enhancing productivity and profitability in business. Bankin

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Kalogiannidis, Stavros, and Fotios Chatzitheodoridis. "Effects of Agile Customer Relation Management System on Business Performance and Entrepreneurship." WSEAS TRANSACTIONS ON ENVIRONMENT AND DEVELOPMENT 18 (May 19, 2022): 496–503. http://dx.doi.org/10.37394/232015.2022.18.48.

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Agile CRM, with its automated features and simplified user interface, is an excellent alternative for businesses aiming to reduce operational expenses while simultaneously improving overall performance and efficiency of their operations. The purpose of this article is to explore the very particular ways in which the usage of agile CRM might impact the performance of a commercial firm. The article finds that the use of agile CRM helps businesses become more motivated, efficient, and determined in their approach to customer management, and that long-term connections with customers are establishe

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Kocev, Stojan, and Dusko Kocev. "CUSTOMER RELATIONSHIP MANAGEMENT IN HEALTH ORGANIZATION." Knowledge International Journal 30, no. 6 (2019): 1691–700. http://dx.doi.org/10.35120/kij30061691k.

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CRM is a system that the customer-patient puts at the heart of the business process, and the deployment of the best CRM practices is the key to providing loyalty from customers as an integral part of a successful business. With this system, it is possible to study the behavior of the customer, thus providing the right direction for the best service of the customer and improving the relations and connections with them. CRM is the integration of sales, marketing, services and support strategy, processes, people and technologies to maximize customer benefits, values, relationships, and customer r

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Stewart, Margaret C., Maria Atilano, and Christa L. Arnold. "Improving Customer Relations with Social Listening." International Journal of Customer Relationship Marketing and Management 8, no. 1 (2017): 49–63. http://dx.doi.org/10.4018/ijcrmm.2017010104.

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Strategic social media plays a crucial role in contemporary customer relationship management (CRM); however, the best practices for social CRM are still being discovered and established. The ever-changing nature of social media challenges the ability to establish benchmarks; nonetheless, this article captures and shares actions, insights, and experiences of using social media for CRM. This case study examines how an academic library at a mid-size American university located in northeast Florida uses social media to engage in social listening and to enhance CRM. In particular, the social listen

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Soraya, Eva, and Hasan Sazali. "Implementasi CRM (Customer Relationship Management) Di Perpustakaan Daerah Medan." Pustaka Karya : Jurnal Ilmiah Ilmu Perpustakaan dan Informasi 11, no. 1 (2023): 23. http://dx.doi.org/10.18592/pk.v11i1.9620.

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Customer Relationship Management (CRM) is a management approach that places customers in a process and implementation of the company's marketing strategy. The focus of CRM is Medan City library customers. What is needed by library customers, how to get used to them, and how a library can maintain good relations with library users, all collected in a CRM that provides satisfaction for users and in the end everything is able to tailor and maintain a users’ library. The approach used in this study is a qualitative approach that is descriptive in nature, the data sources of this research are secon

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Sugiato, Budi Jaya, Slamet Riyadi, and Endah Budiarti. "The effects of customer relationship management, service quality and relationship marketing on customer retention: The mediation role of bank customer retention in Indonesia." Accounting 9, no. 2 (2023): 85–94. http://dx.doi.org/10.5267/j.ac.2022.12.004.

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This study aims to examine customer retention (CR) from the aspect of customer satisfaction with customer relationship management (CRM), service quality and marketing relations (RM). State-owned bank customers selected the research population in all branch offices in the Madura region, and data were collected through a Likert scale model questionnaire. The results of the path analysis using the structural analysis model (SEM) show that there is an influence of CRM on customer satisfaction; there is an effect of service quality on customer satisfaction; there is an effect of RM on customer sati

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Afif Nur Rahmadi, Sudarmiatin Sudarmiatin, Budi Eko Soectjipto, Yudiarto Perdana Putra, and Rana Saifullah Hassan. "Customer Relations Management Strategy (CRM) in Handling Customer Service Complaints To Increase Customer Satisfaction." International Journal of Management Science 2, no. 2 (2024): 92–104. http://dx.doi.org/10.59535/ijms.v2i2.304.

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This research evaluates the implementation of Customer Relationship Management (CRM) strategies at PT Nasmoco Kaligawe Semarang, focusing on handling customer service complaints to enhance satisfaction. Using a descriptive qualitative approach and SWOT analysis, the study gathered primary data through interviews and field observations, alongside secondary data from literature and documentation. The findings indicate that PT Nasmoco's CRM strategies possess notable strengths, such as a strong Toyota brand image and effective promotional activities. However, weaknesses include prolonged service

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Sari, Tita Elma, and Siswahyudianto Siswahyudianto. "Analysis of Customer Relationship Management Implementation in Maintaining Customer Loyalty in UMKM Bakpia Ahmad's Family Trenggalek." Madani Jurnal Politik dan Sosial Kemasyarakatan 15, no. 01 (2023): 225–43. http://dx.doi.org/10.52166/madani.v15i01.4096.

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Bakpia Ahmad's Family is a company engaged in the food production sector. Bakpia in the form of food or cake with the basic ingredients of wheat flour, currently this food is widely known by the public. The emergence of other companies producing the same type of goods encourages the improvement of strategies to face competition and maintain customer loyalty for the continuity of the company's operations. To maintain customer loyalty, a Customer Relationship Management (CRM) strategy is implemented to realize the company's goals. CRM is a strategy used in business to manage and improve the qual

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Marino, Vittoria, and Letizia Lo Presti. "Engagement, satisfaction and customer behavior-based CRM performance." Journal of Service Theory and Practice 28, no. 5 (2018): 682–707. http://dx.doi.org/10.1108/jstp-11-2017-0222.

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Purpose In recent years, marketers have adopted new technologies to engage customers and better meet customer needs throughout the customer journey. The purpose of this paper is to investigate the impact of consumer engagement on satisfaction and behavior-based CRM performance generated by mobile instant messaging (MIM) services. The objective is to verify which aspects of consumer engagement generate satisfaction and optimize customer relationship management. Design/methodology/approach Data were made available for analysis from an online survey on customers who had been contacted or had cont

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Kaoud, M., and N. A. El Dine. "Digital Transformation in Marketing through a Customer Knowledge Management Approach for Startups and SMEs: An EdTech Startup Case Study." International Journal of Innovation, Management and Technology 13, no. 1 (2022): 25–31. http://dx.doi.org/10.18178/ijimt.2022.13.1.916.

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Technologies are transforming marketing organizations; and exploiting the full potential of this transformation is one of the key challenges for startups and Small and Medium Enterprises (SMEs) requiring a holistic management approach towards Knowledge Management (KM) in the digital context. This paper addresses a central question from a resource-based perspective: how startups and SMEs with inadequate capabilities and limited resources drive digital transformation in marketing? Customer Knowledge Management (CKM) which integrates approaches from Knowledge Management and Customer Relationship

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Elidjen, Elidjen. "A Review Of CEM: Customer Engagement as Innovation Co-Creator." ComTech: Computer, Mathematics and Engineering Applications 4, no. 2 (2013): 914. http://dx.doi.org/10.21512/comtech.v4i2.2531.

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Competition is very tight causing companies looking for a competitive edge, both in the product packaging and in maintaining good relations with their customers. The management of good relationship is commonly referred to Customer Relationship Management (CRM). In general, CRM is focused on how to market something to customers and obtain value from them by using information technology. However, it ignores customers’ insight that can provide added value to the company's profits. That is what causes the need for Customer Experience Management (CEM) to handle the experience of customers to improv

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Mytskevych, N., and D. Mytskevych. "Automation of relations with customers as a tool of management of agricultural enterprises." UKRAINIAN BLACK SEA REGION AGRARIAN SCIENCE 107, no. 3 (2020): 19–26. http://dx.doi.org/10.31521/2313-092x/2020-3(107)-3.

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Automation of relations with customers as a tool of management of agricultural enterprises The article considers the use of CRM-system in the business activity of an agricultural enterprise. The application of automated technology as a tool for transparency of the enterprise, customer relationships and the benefits that gives business this innovation, aimed at building a sustainable business strategy. The influence of the CRM-system on the efficiency of work with clients through the mechanism which includes the improved use of the information, reasonable behavior of sale and customer service a

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Eka Fitriany, Armelia, and Herry Mulyono. "Sistem Informasi Customer Relationship Manajemen (CRM) Berbasis Web Pada PT. Patria Cabang Mendalo." Jurnal Manajemen Sistem Informasi 8, no. 1 (2023): 67–77. http://dx.doi.org/10.33998/jurnalmsi.2023.8.1.764.

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PT. Patria Mendalo Branch is one of the official Honda motorcycle dealers that sells Honda motorcycles and official Honda spare parts. Where in the current system there are several problems in obtaining new customers, improving customer relationships, and retaining customers. Based on the existing problems PT. Patria Mendalo Branch requires a web-based Customer Relationship Management (CRM) system that can help PT. Patria Mendalo Branch and Customer in establishing good relations. The purpose of this research is to analyze the service relationship between the company and its customers and to d

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Ulfia, Yessi Nasia, Fitri Indah Puspitaningsih, and Fesa Putra Kristanto. "Implementasi Customer Relationship Management (Crm) di Industri Kecil Menengah (Ikm) Furnitur Menggunakan Microsoft Excel dan Visual Basic For Application (VBA)." JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) 9, no. 2 (2023): 363–75. http://dx.doi.org/10.35870/jemsi.v9i2.1029.

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Small and Medium Furniture Industry is one of the leading commodities of Kendal Regency and has important role in regional economy. Furniture IKM, which was only focused onproducts, must now change its strategy to focus on customers and implement modern management and be able to build relationships with customers. Consumers need more than just the value offered and have unique needs so companies need to think about creating marketing concepts that not only rely on the company's internal capabilities, but also involve consumer feelings. Maintaining good relation swith customers and increasing t

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Anisah, Dyah, Novica Irawati, and Iin Almeina Lubis. "CUSTOMER RELATIONSHIP MANAGEMENT STRATEGY TO RETAIN CUSTOMERS IN WHOLESALE MUSLIM WEBSITE BASED." JURTEKSI (Jurnal Teknologi dan Sistem Informasi) 8, no. 3 (2022): 351–58. http://dx.doi.org/10.33330/jurteksi.v8i3.1736.

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Abstract: Along with the very rapid development of technology, there are many shops and business entities whose sales systems use the latest technology, nowadays if companies use the internet in their information systems or online sales, they get new customers and the convenience of customers in accessing the products offered. Muslim wholesalers must understand the desires of their customers in increasing customer satisfaction in maintaining good relations between customers and business owners. Customer Relationship Management (CRM) is one of the right ways to pay attention to customers at Gun

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Palupi, Endang Sri. "Web-Based Customer Services Management Implementation For The Sales Division." Jurnal Riset Informatika 5, no. 1 (2022): 565–72. http://dx.doi.org/10.34288/jri.v5i1.485.

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With the growing business at PT Mastersystem Infotama, more and more customers and orders have been obtained. As time goes by, many sales go in and out, and staff change, so the customer database cannot be maintained and updated correctly. All leads and opportunities cannot be monitored and appropriately managed, and the daily activity of the sales division is also not monitored. Implementation of Customer Relationship Management (CRM) helps maintain customer data and can be continuously updated to maintain good relations with all customers. Prospects and opportunities can be managed and monit

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Susanti, Sri Susinih, and Dwi Kartikawati. "FASHION FROM HOME SEBAGAI CUSTOMER RELATIONSHIP MANAGEMENT TOKO MARKS & SPENCER MALL KASABLANKA DI MASA PANDEMI COVID-19." Populis : Jurnal Sosial dan Humaniora 7, no. 1 (2022): 98. http://dx.doi.org/10.47313/pjsh.v7i1.1587.

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<p>Penelitian ini berfokus pada bagaimana implementasi kegiatan <em>Customer Relationship Management</em> melalui program <em>Fashion From Home</em> di toko Marks &amp; Spencer Kasablanka selama masa pandemi covid-19. Penelitian ini bersifat kualitatif. Metode yang digunakan adalah studi kasus. Hasil penelitian menunjukkan bahwa kegiatan <em>Customer Relationship Management</em> yang dilakukan melalui program <em>Fashion From Home</em> untuk menjaga hubungan baik dengan para pelanggannya dan meningkatkan pelayanan dengan memanfaatkan te

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Bhatti, Muhammad Azhar, Muhammad Farhan, Munawar Javed Ahmad, and Muhammad Naeem Sharif. "The Impact of Social CRM Capabilities and Customer Engagement on the Firm Performance: Mediating Role of Social Media Usage." Pakistan Journal of Humanities and Social Sciences 7, no. 3 (2019): 313–24. http://dx.doi.org/10.52131/pjhss.2019.0703.0089.

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This research aims to analyze the impact of social customer relationship management (CRM) capabilities and customer engagement on the firm performance in the textile industry of Pakistan. Another purpose of the article is to examine the mediating role of social media usage on the nexus of social CRM capabilities, customer relationship management and firm performance. The customer relation officers of textile industry situated in the Punjab province of Pakistan are the respondents and data were gather by using questionnaires and PLS-SEM was employed for hypotheses testing. The findings revealed

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Araújo, Tiago Carneiro de, Rosinei Batista Ribeiro, Sérgio Assis Machado, Alexandre Formigoni, and Eliane Antonio Simoês. "Analysis of the contributions of technologies in customer relationship management: Case Study." @_GIT (Advances in Global Innovation & Technology) 3, no. 1 (2024): e31251. https://doi.org/10.29327/2384439.3.1-7.

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<em>The text presents a case study of the implementation of a CRM (Customer Relationship Management) system at ALFA, a large Brazilian financial institution. The motivation was to improve performance in relation to competitors and to solve problems of ineffective customer service and communication. The CRM implementation aims to align communication with individual customer needs and preferences, segmenting them into four groups: Acquisition, Onboarding, Monetization and Retention. To do this, the company uses a decision tree that directs interactions in a personalized way. This approach has al

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Mallreddy, Sukender Reddy, Laxmi Sarat Chandra Nunnagupala, and Jaipal Reddy Padamati. "Beyond the Breach: Building Trust through Integrated Security and Customer Relationship Management." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 14, no. 03 (2023): 1371–77. http://dx.doi.org/10.61841/turcomat.v14i03.14688.

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Customer information protection and maintaining people's trust are critical for any company. This paper focuses on the impacts of integrated security systems harmonizing customer relationship management (CRM) to ensure and maintain customers' trust. The paper provides step-by-step strategies showing how different organizations can address security breaches and improve customer relations. The implications of our study point to the fact that there is a strong positive interaction between security measures and CRM approaches on the one hand and the minimization of risks and building the long-term

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Botlík, Josef, and Milena Janáková. "CRM as a tool to maintain the competitiveness of enterprises in the global digital economy." SHS Web of Conferences 92 (2021): 05003. http://dx.doi.org/10.1051/shsconf/20219205003.

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Research background: Globalization is characterized by the interconnection of national economies, which may be more vulnerable in this way. Economic and social shocks caused by the global nature of the socio-economic environment have now shown, especially in connection with covid19, the need for a deeper focus of companies on customers. Purpose of the article: The need for communication, the search for new market opportunities, and the resumption of production in the post-crisis period could be significantly affected by the use of digital technologies aimed at clients and customers. The ongoin

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Singh Tandon, Manvinder, Narender Nath Sharma, and Vipan Kumar Bhulal. "The Impact of Customer Relationship Management and its Significant Relationship to Customers’ Satisfaction in Cooperative Banking (A Case Study of Kangra Central Co-operative Bank)." Global Journal of Enterprise Information System 9, no. 2 (2017): 59. http://dx.doi.org/10.18311/gjeis/2017/15924.

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Customer relationship management is the durable and the most effective approach in maintaining and creating relationship with customers. Once this personal and emotional relationship is built, it is very easy for any organization to identify the actual needs of customer and help them to serve them in a better way. Business organization would not flourish until and unless their customers are happy; this is the reason, why Customer Relationship Management (CRM) is so important? In the present competitive business environment attracting and retaining customers is a challenging task for business o

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Cheng, Colin CJ, and Eric C. Shiu. "How to enhance SMEs customer involvement using social media: The role of Social CRM." International Small Business Journal: Researching Entrepreneurship 37, no. 1 (2018): 22–42. http://dx.doi.org/10.1177/0266242618774831.

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Despite increasing attention to the influence of customer involvement and social media in developing innovation in small- and medium-sized enterprises (SMEs), few studies have specifically investigated how to improve the effectiveness of social media–based customer involvement. Drawing on the knowledge-based view, social network and capability theories, we address this question by arguing that Social Customer Relation Management (CRM) enhances the effect of social media–based customer involvement upon innovation. Two key capabilities further enhance the moderating effect of Social CRM: social

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Al-Shamali, Sarah, Sonny Nwankwo, and Ayantunji Gbadamosi. "CRM in the Banking Sector." International Journal of Customer Relationship Marketing and Management 3, no. 4 (2012): 40–49. http://dx.doi.org/10.4018/jcrmm.2012100104.

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The aim of this paper is to evaluate the practices of customer relationship management (CRM) strategy implementation in the Gulf Banking sector, contextualizing with Kuwait. There is broad consensus in the literature that improving and enhancing the relationship with customers is imperative and a determinant factor to gaining competitive edge in the marketplace. The financial sector in general, particularly the banking sector, has taken on a pro-active role in the Kuwaiti economy and, accordingly, susceptible to wide-ranging reforms which are profoundly impacting sector-specific competitive ta

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Muhammad, Salman Azhar. "A Conceptual Framework on Customer Satisfaction: The Mediating Role of Corporate Image." Global Social Sciences Review 3, no. 4 (2018): 254–72. https://doi.org/10.5281/zenodo.4350754.

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This research study is intended to deliver a swift review of what is previously known about customer satisfaction and enhanced understanding of the factors of customer relationship management (CRM) in relation to customer satisfaction. By examining the literature of prior studies, this article requires enhanced understanding of customer satisfaction in international airline industry of Pakistan. The study delivers a conceptual framework to broaden the customer satisfaction and the influence of CRM factors comprising service quality, social network interaction, and relationship through solving

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Muhammad, Salman Azhar, Bin Lebai Othman Ismail, and Ahmad Norzieiriani. "A Conceptual Framework on Customer Satisfaction: The Mediating Role of Corporate Image." GLOBAL SOCIAL SCIENCES REVIEW (GSSR) III, no. IV (2018): 254–72. https://doi.org/10.31703/gssr.2018(III-IV).17.

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This research study is intended to deliver a swift review of what is previously known about customer satisfaction and enhanced understanding of the factors of customer relationship management (CRM) in relation to customer satisfaction. By examining the literature of prior studies, this article requires enhanced understanding of customer satisfaction in international airline industry of Pakistan. The study delivers a conceptual framework to broaden the customer satisfaction and the influence of CRM factors comprising service quality, social network interaction, and relationship through solving

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Schlögl, Erwin. "Prerequisites for Customer Orientation." European Journal of Multidisciplinary Studies 6, no. 2 (2017): 343. http://dx.doi.org/10.26417/ejms.v6i2.p343-352.

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A highly competitive global market means numerous opportunities as well as numerous threats and challenges. Products become increasingly indistinguishable. Companies need therefore to develop concepts and strategies for relationships with their customer. For this purpose, a comprehensive consideration is necessary. The shift from transaction marketing to relation marketing already took place, and the focus is on the customer. Customer relationship management seems to provide possible solutions for competitive markets. The CRM hype is ongoing even though failing rates of CRM implementations up

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Fauzan, Moh. "Customer Relationship Management Gadjah Mada University Club Hotel In Building Customer Loyalty." Proceedings University of Muhammadiyah Yogyakarta Undergraduate Conference 3, no. 1 (2023): 327–33. https://doi.org/10.18196/umygrace.v3i1.563.

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The development of the hospitality business in Yogyakarta has grown every year. This creates business competition in the hospitality industry which requires business people to make strategies to be able to compete with other competitors. Seeing the potential that Yogyakarta has as a tourism city, Gadjah Mada University (UGM) also takes part in this matter, through the Gadjah Mada University Club Hotel (UC Hotel UGM) which has MICE (Meeting, Incentive, Conference, and Exhibition) which is so strategically located in the center of Yogyakarta and is in the middle of UGM campus. This makes UC Hote

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Smith, Alan D. "Customer Relationships Management for Improved Productivity." International Journal of Adult Vocational Education and Technology 10, no. 2 (2019): 40–48. http://dx.doi.org/10.4018/ijavet.2019040104.

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Customer relationship management (CRM) is a core business strategy for most organizations. In today's global economy, it is essential for organizations to find ways of increasing their productivity. This article discusses the operations management's decision of customer relationships management. It is vital for a business to motivate its employees and use the best strategies to facilitate customer relations. The CRM-enabled strategy focuses on two organizations in the NE Ohio area: Progressive Corporation and KeyCorp Bank. The structure of this chapter is reflective of the qualitative business

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Prakoso, Budi. "Managing Service Quality and Customer Relationship Management to Increase Customer Satisfaction and Customer Retention." International Journal of Business Review (The Jobs Review) 6, no. 1 (2023): 31–38. https://doi.org/10.17509/tjr.v6i1.61842.

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Customer retention (Customer Retention/CR) is very important for a company, with customer retention the company can survive and continue to grow. Many policies have been made by CEOs of multinational companies as well as research conducted by researchers to find out what factors are effective and have an impact on customer retention. This study aims to determine the relationship between the variables Service Quality, Customer Relationship Management, Customer Satisfaction, and Customer Retention. The analysis is based on 217 respondents who are customers who have used services at the company t

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Rival Ridzky Faridz. "Customer Relationship Management Kopi Lawe Klaten dalam Meningkatkan Loyalitas Konsumen." Jurnal Audiens 4, no. 1 (2023): 125–34. http://dx.doi.org/10.18196/jas.v4i1.11.

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Perkembangan komoditas kopi di dalam negeri mengalami peningkatan dengan banyaknya pelaku bisnis yang terus melakukan inovasi. Sebagai salah satu bisnis yang berfokus dalam bidang makanan dan minuman (F&B), kedai kopi (coffee shop) dalam hal ini memiliki peluang yang besar bagi perekonomian masyarakat Indonesia. Loyalitas pelanggan menjadi salah satu hal utama dalam aspek pelanggan untuk mendapatkan tren positif. Langkah untuk menjaga hal ini maka digunakan Customer Relation Management (CRM). Penelitian ini akan melihat penggunaan CRM pada Kopi Lawe Klaten sebagai upaya untuk mengoptimalka

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Manurung, Samuel Van Basten, Indra M. Sarkis Simamora, Rio Aprijal Manurung, and Asaziduhu Gea. "APLIKASI CRM JASA SERVIS AIR CONDITIONER PADA JAYA SERVICE BERBASIS ANDROID." METHOMIKA Jurnal Manajemen Informatika dan Komputerisasi Akuntansi 5, no. 1 (2021): 17–22. http://dx.doi.org/10.46880/jmika.vol5no1.pp17-22.

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In the current era, many Android applications have been used in the process of requesting goods or services that can facilitate activities, especially placing orders, especially in the case study below using services made by the company CV. Jaya Service, this service is difficult to promote by CV. Jaya Service because it only posts small banners on the side of the road so that the income level of this ac service does not increase or even decrease. In addition, the current process, customers always order ac service directly to the location, this takes a long time, and in the sales inspection pr

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