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Chan, Wa Kimmy, and 陳華. "Three studies on understanding customer relationship management in services: customer-firm affection, customer-staff proximity, and customer co-production." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2008. http://hub.hku.hk/bib/B39794039.
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The Best PhD Thesis in the Faculties of Architexture, Arts, Business & Economics, Education, Law and Social Sciences (University of Hong Kong), Li Ka Shing Prize, 2007-2008.published_or_final_version
Business
Doctoral
Doctor of Philosophy
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Sandekela, Lindela Prince. "Customer relations management in SMMEs: an integrated approach." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/889.
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The research study was conducted to cover the Buffalo City Municipality (BCM) retail industry with direct emphasis on the supermarket industry. The research problem is as a result of the retail businesses in the BCM that continue to consider that if they have large data warehouses with masses of customer information, they have all what it takes to run a profitable business. Their failure to understand the organizational implications of moving towards a customer-centric approach often results in high costs from bad customer service and handling of customer complaints. The main problem was stated and sub-problems introduced from the main problem to address them by way of qualitative and quantitative research. Related literature was reviewed on Redefining the Customer, Customer Satisfaction and Customer Relationship Management and a Customer Management Model was proposed. During empirical survey, a questionnaire based on literature reviewed was designed for the survey. A pilot study was conducted to identify and rectify problems and shortcomings relating to the questionnaire. The pilot study indicated that the data likely to be collected will address the main and sub-problems of the research. A total of thirty five questionnaires which contained closed-ended and open-ended questions were distributed to the population sample as selected. Results of the study were critically analysed and interpreted quantitatively and qualitatively by means of tables and discussion for the development of an Integrated Model for managing customers. The analysis of the study which was based on the literature reviewed and the findings from the empirical survey were concluded to present a solution to the problem. In view of the shortcomings identified by the literature review and integration thereof with the results of the empirical study, an Integrated Customer Management Model was developed.
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Chan, Wa Kimmy. "Three studies on understanding customer relationship management in services customer-firm affection, customer-staff proximity, and customer co-production /." Click to view the E-thesis via HKUTO, 2008. http://sunzi.lib.hku.hk/hkuto/record/B39794039.
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Wong, Ka-kuen, and 黃嘉權. "Stochastic models for customer relationship management." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2004. http://hub.hku.hk/bib/B30289968.
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Cäker, Mikael. "Management accounting as constructing and opposing customer focus : three case studies on management accounting and customer relations /." Linköping : Univ, 2005. http://www.bibl.liu.se/liupubl/disp/disp2005/tek933s.pdf.
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Felix, Amoah. "Customer relationship management practiced by KOSAB." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1008046.
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Customer relationship management (CRM) presents a new paradigm shift to the old traditional marketing strategies that are known and practiced by many organisations in South Africa and across the globe. Competition is not an excuse for failure anymore. Organisations that do not have any concrete strategies in dealing with the customer will not survive in the market. The ultimate goal of CRM is to enable organisations to forge closer ties with the customer so that a solid bond can be created to enhance loyalty and satisfaction. The goal for this research was to identify the CRM strategies used by a single organisation and thereafter suggest improvements to enhance customer loyalty. The results of the study could assist the management of the organisation to improve the CRM strategies which will hopefully enhance retention and prevent customer attrition. A literature review was conducted to unveil various elements of CRM, and strategies that can attract and retain customers. It helped in identifying themes for the empirical study. An in-depth interview was conducted with the general manager of the organisation to gauge his perception, and CRM practices in the organisation. An interview guide was used during the interview process. Four main topics namely: implementation of CRM, customer loyalty, customer complaints and conflict, and employees training and motivation were utilised for the interview guide and followed by further probing. Based on the responses obtained, analyses were made by comparing the responses to what literature revealed so that shortcomings could easily be identified.The study revealed that there were several inconsistencies with what was practised by the organisation and what the literature study revealed. Bearing in mind the shortcomings identified in the empirical study, the researcher made the following recommendations. The CRM implementation approach needs to be carefully planned with a clear defined vision and mission statement that focus on customer centredness. The organisation needs to invest in modern and innovative channels of communication and strategic partnership to reach the right customer. The organisation has to develop effective market segmentation and targeting to know the customer well. Consistent and highly relevant customer experiences should be drawn-on to fulfill the organisation’s promise of trust and reliability. The organisation should adopt competitive pricing strategy to limit customer sensitivity on price. The organisation should invest in employees’ development and welfare. Further research can be conducted to investigate the perception of other food retailers on the CRM strategies practiced. Further research can also be conducted in the organisation to investigate the perception of employees and customers on the CRM strategies practised.
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Ligthelm, Verina. "Customer relationship management solutions in organisations." Thesis, Stellenbosch : Stellenbosch University, 2002. http://hdl.handle.net/10019.1/52753.
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Thesis (MBA)--Stellenbosch University, 2002.ENGLISH ABSTRACT: "Globally, businesses invested about $8 billion in hardware, software and external services in 1999 to design and implement eCRM solutions. And these investments will grow to over $38 billion by 2003. We also see that it is happening everywhere from New York City to Sydney and Frankfurt to Seoul and Rio de Janeiro." Stanley A. Brown (2000:xiii). The ever-changing global environment brings new challenges and opportunities to the business environment. These rapid changes in the marketplace force companies to reconsider the ways in which they do business. Companies will not be able to avoid macro-environmental scanning and scenario planning. Companies that will survive in this unpredictable arena must develop skills to become faster and more efficient. The most significant changes and challenges will be in new competition faced by companies (for example, from previously unexpected sectors) and in changes in customer demands. Recent rapid technological developments have created new methods of doing business, resulting in new markets and new business practices. The world-wide market place now allows customers to obtain price and quality information readily and reliably - 24 hours a day, 7 days a week. Companies will not be able to gain and retain competitive advantage by developing skills in only one area. 'Customers are increasingly difficult to satisfy and require quality, promptness and realistic prices for products and services. Customers prefer to be treated as individuals with individual needs and requirements, and not as part of the mass-market. Segmentation alone will not assist companles per se - implementation of the segmentation supported by specific business processes and technologies will result in the required shift from a product-orientated approach to a market-orientated approach. A business objective for companies in the New Economy must be to increase customer retention, leveraged by a customer-driven focus. An increase in customer retention will benefit the company - it is more expensive to acquire new customers than retain an existing customer base. This study argues that a customer-driven focus supported by the latest ecommerce processes and technology will assist companies in gaining and retaining a competitive advantage. The study will focus on the successes, and factors contributing to these successes, of Customer Relationship Management (CRM) software implementation. In addition to the above, the study will focus on the reasons why ROl (Return on Investment) on CRM implementation projects is inadequate in many cases. A further objective of this study will be to describe the main reasons why up to 60% of CRM implementations fail at first pass, and examine how to reduce this percentage significantly. The study will finally demonstrate that the critical question for managers is not whether a CRM system is necessary, but which products to implement and which factors to take into account before implementing the project.
AFRIKAANSE OPSOMMING: "Globally, businesses invested about $8 bill/ion in hardware, software and external services in 1999 to design and implement eCRM solutions. And these investments wil/ grow to over $38 billion by 2003. We also see that it is happening everywhere from New York City to Sydney and Frankfurt to Seoul and Rio de Janeiro." Stanley A. Brown (2000:xiii) Die deurlopend veranderende wêreld veroorsaak dat daar gedurig nuwe uitdagings en geleenthede in die besigheidswêreld ontstaan. Hierdie skielike veranderinge dwing besighede om in diepte te kyk na die manier waarop hulle besigheid doen. Dit sal onwys wees vir besighede om makro-ekonomiese vooruitskatting en scenario-beplanning te vermy. Besighede wat in hierdie onvoorspelbare omgewing wil oorleef, sal vaardighede moet ontwikkel om ratser en meer effektief te wees. Die ingrypendste veranderinge en uitdagings sal wees in die vorm van nuwe kompetisie waardeur besighede bedreig sal word - byvoorbeeld uit voorheen onverwagte sektore - asook veranderinge in verbruikersbehoeftes. Snelle tegnologiese ontwikkeling het nuwe besigheidsmetodes tot stand gebring, met gevolglike nuwe markte en nuwe besigheidspraktyke. Die wêreldmark maak dit nou vir verbruikers moontlik om inligting vinnig en betroubaar in die hande te kry - 24 uur per dag, 7 dae per week. Besighede sal nie 'n kompeterende voorsprong kan realiseer deur vaardighede in slegs een area te ontwikkel nie. Verbruikers is toenemend moeiliker om tevrede te stel, en dring aan op kwaliteit, flinkheid en realistiese pryse vir produkte en dienste. Verbruikers wil behandel word as individue met individuele behoeftes en nie as deel van 'n gesiglose massa nie. Segmentasie alleen kan besighede nie in hierdie verband help nie - die noodsaaklike skuif van 'n produkgeorienteerde benadering na 'n markgeorienteerde benadering sal teweeggebring moet word deur segmentasie wat ondersteun word deur spesifieke besigheidsprosesse en tegnologieë. Besighede in die Nuwe Ekonomie sal hulle ten doel moet stel om verbruikers te behou. Hierdie doelwit moet onderlê word deur 'n verbruikergedrewe fokus. 'n Toename in die behoud van verbruikers is voordelig vir die besigheid, aangesien dit duurder is om nuwe kliënte te werf as om 'n bestaande kliëntebasis te behou. Hierdie studie maak die aanspraak dat 'n verbruikergedrewe fokus, ondersteun deur die mees moderne e-handel prosesse en tegnologieë, besighede sal ondersteun in die verkryging en behoud van 'n kompeterende voorsprong. Die studie sal fokus op die suksesse, en die bydraende faktore tot sukses, wat kan volg op die implementering van spesifiek sagteware vir Kliënteverhoudinge Bestuur (Customer Relationship Management of CRM). Die studie sal verder fokus op die redes waarom die Opbrengs op Belegging (Return on investment of ROl) vir CRM implementasie projekte dikwels ontoereikend is. Die studie sal ook die hoofredes aangee waarom soveel as 60% van alle CRM implementasies met die eerste poging misluk, en ondersoek sal gedoen word na stappe om hierdie persentasie aansienlik te verminder. Die studie sal uiteindelik aan die hand doen dat die kritiese vraag vir bestuurders nie is óf 'n CRM stelsel noodsaaklik is nie, maar watter produkte geïmplementeer moet word, en watter faktore in ag geneem moet word voor implementasie.
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Roux, Anton Louis. "A roadmap to a successful customer relationship transformation." Thesis, Stellenbosch : Stellenbosch University, 2002. http://hdl.handle.net/10019.1/52693.
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Thesis (MBA)--Stellenbosch University, 2002.ENGLISH ABSTRACT: The aim of this report was the evaluation of the current theoretical knowledge base and to use that to create and evaluate a technique or method to optimise the decision making processes at play in customer relationship management. The report contains much theory and discussions where attempts are made to address the primary problems that often come in the way of successful transformations. Rather than present empirical evidence in an attempt to prove one thing or the other, the focus is more conceptual in nature, but at the same time it is hoped that conceptual arguments put forth, stimulate lateral thought in this field. Initially the report supplies research on the global practises in use on the different dimensions that are relevant to customer relationship management. These dimensions, and the elements therein, are discussed in some transformation plans, which are then evaluated. By means of a survey under South African companies, the alignment between the national, and the international approaches to customer relationship management are discussed. Finally, an attempt is made to supply the reader with the valuable lessons that have already been learned, accompanied by a proposal on how a successful transformation can be managed.
AFRIKAANSE OPSOMMING: Die doelstelling van hierdie verslag was om die teoretiese kennisbasis wat tot dusver ontwikkel is in oënskou te neem en dan 'n tegniek of metode te ontwikkel en te evalueer om die besluitnemingsproses met betrekking tot die kliëntverhoudingsbestuur transformasie te optimaliseer. Die verslag bevat deurgaans 'n aansienlike hoeveelheid teorie en bespreking waar gepoog word om die primêre probleme wat op die weg van 'n suksesvolle transformasie lê, aan te spreek. Eerder as 'n suiwer empiriese studie wat poog om die een of ander teorie te bewys, is die fokus ietwat meer konseptueel van aard, maar daar word terselftertyd vertrou dat die konseptuele argumente wat aangevoer word, laterale denke sal stimuleer in hierdie veld. Die verslag doen aanvanklike navorsing oor die globale uitkyk op die verskillende dimensies wat op die kliëntverhoudingsbestuur veld van toepassing is. Hierdie dimensies, en die elemente daarin vervat, word dan in 'n paar transformasie planne geplaas en ge-evalueer. Deur middel van 'n ondersoek onder Suid-Afrikaanse maatskappye, word die belyning tussen die nasionale en die internasionale beskouings van kliëntverhoudingsbestuur bespreek. Daar word ten slotte gepoog om die waardevolle lesse wat reeds geleer is aan die leser beskikbaar te stel, tesame met 'n voorstel van hoe 'n suksesvolle transformasie bestuur kan word.
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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."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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Lowther, Dwain Eldred. "Customer relationship management: A financial perspective." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2694.
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This paper focuses on methods for financial institutions to perform precise customer level analysis to anticipate customers' evolving financial needs and maximize the lifetime value of each customer relationship. The paper proposes software packages that analyze customer relationship management from a financial perspective.
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Xaluva, Bongiwe Lumka. "Improving customer retention at a selected medical fund through internal service quality and customer relationship management." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1008118.
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In today’s competitive arena, organisations need strategically to shift their focus from primarily concentrating on new customer acquisitions and rather to realise the importance of improving customer defections, thus looking at strategically retaining the existing customer base. Customer retention to all intents and purposes reflects the core of any service offering organisation and drives the competitiveness and viability of the business. Customer retention is a concern for all sector organisations including the medical aid schemes industry. It has been proven that retaining customers is less costly than attracting new ones and through a satisfied customer a business can elevate its competitiveness in the market. The significance of the study hinges on the importance of each business having comprehensive knowledge of why customers remain loyal patrons or why they choose to defect. It is important to note that the financial resources and time the business expends on improving service to the customer become futile if not matched by the high performance of the internal business units’ strategies. Having an understanding of customer movement will assist the organisation in properly addressing such issues and employing strategic processes that will enable the business to improve its retention strategies and curb defections. The primary objective of the current study was to investigate the impact internal service quality and customer relationship management have on customer retention. The study employed the SERVQUAL model as a measuring tool in establishing the relationship. The study investigated how customer retention (the dependent variable) is influenced by the different elements of internal service quality, namely assurance, empathy, service reliability, responsiveness, tangibles and elationship management, which represented the independent variables. The sample comprised eighty-one (81) out of a possible 130 AA Medical Scheme participants through the organisation’s four national offices. The empirical results showed that of all the variables relationship management, responsiveness and the tangibles have a positive impact on customer retention in medical aid schemes.
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Bosse, Sebastian. "A systemic perspective of a customer relationship management solution for businesses /." Link to the online version, 2006. http://hdl.handle.net/10019/24.
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Tian, Xiaoguang. "Hybrid Models in Automobile Insurance: Technology Adoption and Customer Relations." Thesis, University of North Texas, 2019. https://digital.library.unt.edu/ark:/67531/metadc1538717/.
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Customer relationship management (CRM), a primary activity in the business value chain to relate to the customer, involves solicitation, analysis, and the use of the knowledge about the customer to provide goods and services through effective and efficient methods. It is a wise strategy and source of competitive advantage for customer behavior understanding and business performance management. The use of information technology (IT) in CRM allows companies to simplify their processes, to integrate product or service related decision making with the business strategies, and to optimize their operations by embracing analytical techniques. The insurance industry is facing unprecedented challenges and decisions in this data-driven business paradigm. It is a strategic necessity for customer-centric insurers to utilize emerging IT capability to support interactions between customers and business operations. The research in the dissertation seeks to provide insights into the application of early technology innovation and data-driven strategies by investigating the following two groups of CRM technology issues: technology adoption and data-driven technology application. Through three essays, the dissertation explores the use of information technology and data analytical tools to provide insight into how automobile insurance companies make decisions regarding their relationships with their customers. The results from these studies provide a framework for managers to devise effective approaches to enhancing the performance of their business.
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Chow, Pui-shing, and 周沛誠. "A customer relationship management tool for sea-freight forwarders." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2004. http://hub.hku.hk/bib/B29502317.
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Wessels, Heinrich H. "Knowledge based customer relationship management review and scoring model." Thesis, Stellenbosch : Stellenbosch University, 2002. http://hdl.handle.net/10019.1/52908.
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Thesis (MBA)--Stellenbosch University, 2002.ENGLISH ABSTRACT: Knowledge Based Customer Relationship Management (KB-CRM) is derived from Customer Relationship Management (CRM) and Knowledge Management (KM) that are two crucial components of today's enterprise business models. This report explores the fact that the management of the knowledge in the enterprise and customer relationship management is directly related to the success of the enterprise and attempts to understand the meaning of KB-CRM, what the domains are, and how to diagnose KB-CRM. Based on the research the following definition for KBCRM is derived in the report: To knowledge-enable the enterprise to provide personalised and integrated sales, service and marketing processes to acquire new customers, retain the right existing customers and to grow the relationships with existing customers at every touch point, anytime and anywhere to add value to both the customer and the organisation. The report contains a literature survey of CRM and KM, a discussion of each of the KB-CRM domains (customer, strategy, process, people and technology) and a proposed KB-CRM diagnostic tool, derived from further research, that is applied in a proof on concept environment in the report.
AFRIKAANSE OPSOMMING: Kennis Gebaseerde Klante Verhoudings Bestuur (KG-KVB) is afgelei van Klante Verhoudings Bestuur (KVB) en Kennis Bestuur (KB) wat twee belangrike komponente van vandag se besigheids model uitmaak. In die studie verslag word die feit dat die bestuur van kennis en klante verhoudings in die onderneming direk verwant is aan die sukses van die onderneming behandel en word 'n poging aangewend om die betekenis van KG-KVB te verstaan, wat die domeine daarvan is en hoe KG-KVB gediagnoseer kan word in die onderneming. Gebaseer op 'n literatuur studie word die volgende definisie van KG-KVB in die verslag afgelei: Om die onderneming kennis-bevoegd te maak om persoonlike en geintegreerde verkoops, diens en bemarkings prosesse te verskaf om nuwe klante te kan verwerf, die regte bestaande klante te kan behou en om die verhouding met bestaande en moontlike klante by elke aanrakings punt te groei op enige tyd of enige plek om waarde toe te voeg vir die klant en vir die onderneming. Die studie verslag bestaan uit 'n literatuur studie van KVB en KB, 'n bespreking van die domeine van KG-KVB (die klant, strategie, prosesse, mense en tegnologie) en 'n voorgestelde KG-KVB dianoserings instrument wat afgelei is uit verdere navorsing en toegepas is in 'n "bewys-van-konsep" in die verslag.
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Tsafack, Dongmo Celestin. "The usage of quality management to improve customer satisfaction." Thesis, Cape Peninsula University of Technology, 2014. http://hdl.handle.net/20.500.11838/991.
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A dissertation submitted to the Faculty of Business, Cape Peninsula
University of Technology, Cape Town, in partial fulfilment of the
requirements for the Degree Magister Technologiae in Business
Administration.The different opinion about customer satisfaction amongst academics and practitioners is useful in gaining broader understanding of the term customer satisfaction. This study anchors its definition of customer satisfaction on three main drivers: (1) product’s knowledge such as emotional or cognitive, (2) consumption experience and (3) the response after consumption. Although, this definition departs from market expectation of companies’ production and marketing orientation, it certainly forms the base for concerns about the need for product quality that now drives companies’ quality and competitive strategy. This study evaluates the usage of quality management to understand management perception of product quality and its relationship with customers’ satisfaction and competitiveness. This evaluation used survey research method to collect empirical data from 110 respondents randomly selected from manufacturing companies based in Cape Town. The data received were analysed using descriptive statistic, presented in tables and charts to understand and describe respondents’ perception of the usage of quality management for improved customer satisfaction. The finding shows that quality, management was used to improve satisfaction of customers.
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Meyer, Warren Carlo. "Investigating customer service excellence at Lakeside Spar." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1016.
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Service delivery is critical to the customer’s perception of value and is core to the success of an organisation. Excellent customer service incorporates the critical aspects of: expedient service delivery; open and honest communication; individual, personalised service; engendering customer loyalty; problem-solving; under-promising and over-delivering; meeting and exceeding expectations; efficient use of infrastructure, systems and procedures to facilitate efficient operations and, in particular, effective use of knowledge management with a focus on customer lifecycle care (Kingstone, 2004, 2005; Zarbock, 2006). Best-practice organisations now use Customer Relationship Management (CRM) programmes that are customer-centric based in order to ensure excellent customer service delivery. Recently, organisations such as Tesco and Nordstrom have adopted customer-centric CRM successfully, providing concrete proof that this CRM model is sustainable and that it produces the highly lucrative win-win benefits which organisations seek (Beasty, 2005; Hallberg, 2001:19; Gratehouse, 2002; Rowe, 2002). 5 Glossary • Continuous improvement: an approach to improving performance which assumes more and smaller incremental improvement steps (Pycraft, Singh, Phihlela, Slack, Chambers, Harland, Harrison, & Johnston, 2002); • Connectivity: the ability to communicate with another system or piece of hardware or software, or with an internet site (Encarta World English Dictionary); • Customer-centric: the use of every touch-point to stimulate interest, close business, satisfy a need or demonstrate commitment to the customer relationship (Gianforte, 2005); • Customer expectations: the customer's perception of the quality of service (LeBoeuf, 1991) and value (Thompson, 2004); • Customer Experience Management: managing customer interactions to build brand equity and long-term profitability (Thompson, 2006a); • Customer lifecycle care: to ensure that every touch-point fulfils its value-potential, regardless of whether the interaction happens in marketing, sales or customer service (Gianforte, 2005); • Customer loyalty: customer’s attitudes and behaviour relating to their perception of value at every touch-point where they feel welcome, important and valued (Thompson, 2004); • Customer Relationship.
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Li, Bingxin, and 李冰心. "Understanding the role of knowledge resource and customer relationshipin value creation processes." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2010. http://hub.hku.hk/bib/B44719619.
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Madubanya, Peter Petrus Malesela. "The influence of customer relationship management on customer loyalty at a South African life insurance company." Thesis, Cape Peninsula University of Technology, 2015. http://hdl.handle.net/20.500.11838/2043.
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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology.This thesis is prompted by the discussions around Customer Relationship Management (CRM) in the financial industry and life insurance companies in particular. The study seeks to gain better understanding of the influence that CRM has on Customer Loyalty in a selected South African life insurance company. While CRM has been approached by academics and practitioners from different perspectives, literature seems to be viewed as inconsistent and fragmented on this concept. The concept of CRM is a new approach by management in South Africa and it is due to this fact that there are not sufficient studies on it. The purpose of this thesis is to investigate the influence of Customer Relationship Management on customer loyalty in Metropolitan. To achieve this purpose, a questionnaire was distributed amongst selected Metropolitan customer service offices nationally and a selected number of customers were approached to participate in the study. The findings show that Customer Relationship Management has an influence on customer loyalty and that Metropolitan does employ the principles of Customer Relationship Management.
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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.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. Given this importance, it is of concern that high failure rates of up to 70% have been recorded with regard to CRM systems implementations. Findings from literature confirm that lack of or insufficient attention to both technical and social aspects contribute to failed implementations. A hypothesis has therefore been formulated that a lack of and/or insufficient attention to a socio-technical approach to CRM-systems is a major contributor to the high failure rate of implemented CRM-systems. The hypothesis was tested based on identifying the social and technical aspects from literature that must be addressed to ensure successful implementation and was utilised as a basis for conducting empirical research to ascertain to what extent these aspects have contributed (or not) to successful implementations. The empirical research entailed circulation of a questionnaire to organisations that have already implemented CRM systems for B2C purposes and are wholly situated in the Western Cape or have a head office in the Western Cape. Due to the limited responses received, it must be noted that the research results are not necessarily representative of the sample in general or the population as a whole. The research did however indicate some important trends. CRM systems have only been implemented in a relatively small number of organisations and are particularly prevalent in industries such as Life Insurance, Financial Services and Retail. This is considered to be directly linked to the cost and complexity of implementing these systems. Based on the responses received, it can be concluded that the nine organisations that responded generally followed a socio· technical approach to their CRM systems implementations and in most instances respondents rated their implementations fully successful. This is contrary to the high failure rates described in literature and CQuid in part be due to the fact that organisations with failed implementations may have opted not to complete questionnaires in this regard. Inconsistencies between the recorded successful implementations relating to, inter alia, certain aspects being addressed by some and not by others or being addressed during as opposed to prior to implementation warrant further research to establish the interrelatedness of the various aspects with one another and the extent to which certain aspects may carry more weight than others in ensuring success. It is recommended that further research be done regarding a socio-technical approach to CRM-systems implementation with a view to obtaining a representative sample and conclusive evidence as to whether this approach does contribute to success or not within South Africa. The research should also focus on the impact that addressing the various social and technical issues during implementation, as opposed to prior to implementation, has on the success of the implementation. This exploratory research can be utilised as a basis for further in-depth research regarding the impact of various social and technical issues on successful implementations. In addition it can be utilised as a guideline or roadmap for implementation by organisations intending to implement CRM-systems or to assist organisations in addressing problems occurring as a result of fa iled CRM systems implementation.
AFRIKAANSE OPSOMMING: Die netwerk ekonomie het tot gevolg dat die klient 'n ongeewenaarde keuse en beheer het oor hoe en met wie hy/sy besigheid wil doen. Daarbenewens word besighede gedwing om, as gevolg van die toenemende gebruikersgerief van produkte en dienste, hulle bronne van volhoubare kompeterende voordeel te herevalueer. Die vermoe om 'n organisasie van 'n ander te kan onderskei het dus 'n belangrike besigheidsvoordeel geword. Klienteverhoudingsbestuur (CRM) word beskou as die belangrikste en enigste oorblywende onderskeidingsfaktor. Gegewe die belangrikheid daarvan is dit kommerwekkend dat hoë mislukkingssyfers van tot 70% aangeteken is met betrekking tot CRM stelsel implementerings. Bevindings uit die literatuur bevestig dat gebrek aan/of onvoldoende aandag aan beide tegniese en sosiale faktore bygedra het tot mislukte implementerings. 'n Hipotese is dus geformuleer dat 'n gebrek aan/of onvoldoende aandag aan 'n sosiotegniese benadering tot CRM-stelsels 'n belangrike bydraende faktor is tot die hoë mislukkingssyfer van CRM stelsel implementerings. Hierdie hipotese is getoets deur die sosiale en tegniese aspekte uit die literatuur te identifiseer wat aangespreek moet word om suksesvolle implementering te verseker en dit is as basis gebruik vir die empiriese navorsing ten einde vas te stel tot watter mate hierdie aspekte bygedra het (of nie) tot suksesvolle implementering. Die empiriese navorsing het die uitstuur van 'n vraelys behels na organisasies wat reeds CRM stelsels geimplementeer het vir besigheid tot klient (B2C) doeleindes en wat in die Wes-Kaap gevestig is of 'n hoofkantoor in die Wes-Kaap het. In die lig van die beperkte terugvoering , moet daarop gelet word dat die navorsingsresultate nie noodwendig as verteenwoordigend van die steekproef of die populasie as geheel beskou kan word nie. Die navorsing het egter 'n paar belangrike tendense uitgewys. CRM stelsels is slegs in 'n relatiewe klein aantal organisasies geimplementeer en spesifiek in industriee soos Finansiele Dienste, Lewensversekering en Kleinhandel. Dit wil blyk dat dit direk gekoppel is aan die koste en kompleksiteit verbonde aan CRM stelsel implementerings. Gegrond op die terugvoering wat ontvang is, kan afgelei word dat die nege organisasies wat gereageer het in die algemeen 'n sosio-tegniese benadering tot CRM stelsel implementerings gevolg het. In die meeste gevalle het respondente hulle implementerings as ten volle suksesvol beoordeel. Dit is in teens telling met die hoe mislukkingssyfer wat in die literatuur beskryf word en kan gedeeltelik daaraan toegeskryf word dat organisasies wie se implementerings nie geslaag het nie, moontlik verkies het om nie die vraelys in hierdie verband te voltooi nie. Teenstrydighede tussen aangetekende suksesvolle implementerings met betrekking tot, onder andere, sekere aspekte deur sommige aangespreek en nie deur ander nie en daarmee tesame of dit aangespreek is tydens of voor implementering, regverdig verdere navorsing om die onderlinge verband tussen die onderskeie aspekte te bepaal, asook die mate waartoe sekere aspekte meer gewig dra as ander om sukses te verseker. Dit word aanbeveel dat verdere navorsing ten opsigte van 'n sosio-tegniese benadering gedoen word met die doel om 'n verteenwoordigende monster en onweerlegbare bewys te vind van hierdie benadering se bydrae tot sukses, aldan nie in Suid-Afrika. Die navorsing behoort ook te fokus op die sukses daarvan met betrekking tot die aanspreek van verskeie sosiale en tegniese aangeleenthede tydens implementering teenoor voor implementering. Hierdie verkennende navorsing kan aangewend word as 'n basis vir verdere in-diepte navorsing oor die mate waartoe die onderskeie sosiale en tegniese aangeleenthede bydra tot suksesvolle implementering. Voorts kan dit ook as 'n riglyn dien vir organisasies wat die implementering van CRM stelsels oorweeg en kan van nut wees om probleme wat ontstaan het as gevolg van mislukte CRM stelsel implementerings aan te spreek.
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Wong, Amy. "The management of customer relationships in the retail industry." Monash University, Dept. of Management, 2002. http://arrow.monash.edu.au/hdl/1959.1/9305.
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Ntsunguzi, Carol Ntombemhlophe. "Assessing relationship management in Meeg bank in East London." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1147.
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Quality of service becomes the main avenue that could be used to gain sustainable competitive advantage. This is due to the fact that the environment within which organisations operate continues to change with respect to customer expectations. The financial sector, in particular the banking industry is not left behind and players in this industry also strive to “up their game” in the competitive market-place. It has become increasingly important for organisations to find ways, not only to reach the top, but to maintain on-going long-term relationship with their customers. This can result in long-term benefits, both for the organisation (by improving marketing productivity) and for the customer (by delivering better quality products). This paper assesses the perception the Business clients/ customers within a business banking environment have about relationship management by Meeg bank in East London branch town of Eastern Cape. A literature survey was undertaken into the importance of Customer Relationship by bank. Questionnaires were sent to all employees of the business clients for their views on Customer Relationship Management (CRM). The result the show importance of the commitment of all employees’ especially senior management is essential for the success of CRM efforts in improving the quality of service offered by an organisation. The research also confirmed the importance of having wide range of options in form of products offered. This will not only benefit the bank in terms of higher profits, but will give the bank the competitive advantage in the market place.
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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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Jarrar, Hajer. "Evaluation d'un système Customer Relationship Management : les déterminants du succès." Grenoble 2, 2006. http://www.theses.fr/2006GRE21009.
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Notre travail de recherche aborde la problématique de l'évaluation d'un système Customer Relationship Management dans les organisations en prenant comme champ d'application le secteur bancaire. La revue des principales publications relatives à notre sujet nous a permis de retenir certains concepts pour élaborer notre cadre conceptuel. Il s'agit des ressources allouées au CRM, de l'engagement de la direction générale, de l'implication et la satisfaction des utilisateurs, de l'orientation client, de l'infrastructure technologique et de la capacité du knowledge management. Notre recherche vise à déterminer si ces facteurs explicatifs identifiés ont un impact sur la performance du CRM qui est évaluée à travers trois concepts à savoir : la qualité de l'information, les bénéfices client et les bénéfices entreprise. Enfin, nous testons si le succès du CRM a un impact sur la performance organisationnelle de l'entreprise. Pour tester les différentes relations de notre modèle, nous avons adopté une approche hypothético- déductive, consistant à valider le modèle de recherche par tests d'hypothèses. Les analyses descriptives de notre échantillon sont basées sur l'analyse en composantes principales qui nous a permis de tester la validité convergente et de vérifier la fiabilité des échelles de mesure. Quant aux analyses explicatives, elles ont été réalisées en appliquant la méthode de la régression linéaire. Les résultats obtenus démontrent la prédominance des aspects organisationnels et de l'orientation stratégique par rapport aux facteurs technologiques. Ils démontrent également l'importance des dimensions qui mesurent la réussite du CRM ainsi que leur impact positif sur la performance financière de l'entrepriseIn this research we focus on evaluating Customer Relationship Management systems within organisations, using banking sector as a case study. The survey of the existent literature enabled as identifying important factors that we have considered when developing our conceptual framework. This factors are namely, the resources allocated to CRM systems, the involvement of upper-level management, the degree of involvement and satisfaction of end users, the customer orientation, the technological infrastructure and the organisation’s knowledge management capacity. The objective of this thesis in twofold. First find out whether the identified factors have an impact on the performance of CRM systems. In order to evaluate this performance we have used three measures : the quality of information, the resulting benefits for customer and the benefits for firm. Second, examine the relationship between the success of CRM and the organisational performance of the firm. To test the different relationship within the developed framework, we adopted a hypothetical-deductive approach. This method is based upon hypothesis testing that allows the validation of the research model. In order to test the convergence validity and reliability of the measuring scale, we use principal components analysis. As for testing the hypothesised relationship we use multiple regression analysis. The obtained results show that the organisational aspects and of strategic positioning have a much higher impact on the success of CRM than the technological factors. We also show the impact of CRM success on the financial performance of the firm
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Li, Pu. "Customer relationship management : a research framework for investigating how customers' detailed preferences are learned and recorded /." View abstract or full-text, 2005. http://library.ust.hk/cgi/db/thesis.pl?ISMT%202005%20LI.
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Zhang, Haomin. "Essays on customer base concentration, SG&A costs stickiness, and investment efficiency." HKBU Institutional Repository, 2014. https://repository.hkbu.edu.hk/etd_oa/84.
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This thesis consists of two essays. Both essays are related to customer base concentration. In the first essay, I examine the impact of customer base concentration on selling, general, and administrative (SG&A) costs stickiness. With a sample of 65,549 firm-year observations from 9,460 unique firms on the US market from 1980 to 2012, I find that concentrated customer base accentuates SG&A costs stickiness, even after controlling for related variables such as asset intensity, employee intensity, firm size and firm age. Further findings indicate that the positive association between customer base concentration and SG&A costs stickiness is enhanced if supplier firms are in durable industry (SIC 3400-3990), or have more relationship-specific investments, but weakened if the duration of the relationship between a supplier firm and its customer base is longer. The findings are robust to alternative measures of major variables and to alternative testing models. In the second essay, I examine the impact of customer base concentration on investment efficiency. With a sample of 57,852 firm-year observations from 12,123 unique firms on the US market from 1980 to 2013, I find that concentrated customer base is positively associated with investment efficiency improvement. The findings are evidenced by the testing results that concentrated customer base strengthens the positive association between investment activities and investment opportunities. From shareholders’ perspective, concentrated customer base also strengthens the contribution of investment expenditure to shareholders’ value. In addition, I find that the positive association between customer base concentration and investment efficiency is influenced by some salient features of the supplier-customer relationship. Generally, such association is more pronounced if the supplier firm’s industry share is larger; if the supplier firm relationship-specific investment is greater; and if the supplier-customer relationship is longer. The findings are robust to a number of sensitivity tests. Keywords: customer base concentration; SG&A costs stickiness; investment efficiency; agency problem; information asymmetry
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Quass, Eugene. "Leveraging customer relationship management through a knowledge creation process." Thesis, Stellenbosch : Stellenbosch University, 2000. http://hdl.handle.net/10019.1/51816.
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Thesis (MComm)--Stellenbosch University, 2000.ENGLISH ABSTRACT: It is generally accepted that profitable relationships with customers are increasingly important in determining the long-term success of the modem enterprise. Customer relationship management (CRM) is widely considered as an appropriate methodology for building strong and mutually beneficial relationships with customers and, therefore, the study established the definition and scope of CRM. Customer knowledge could be considered a cornerstone of any CRM strategy and the ability of the enterprise to create and leverage customer knowledge is viewed as a source of competitive advantage. The study aimed at establishing clarity on the methodologies and approaches to the organizational knowledge creation process. Finally, the integration of knowledge creation and leverage processes into the CRM strategy was considered. Scrutiny of the available literature revealed a comprehensive description of the concept of CRM. The various models of CRM presented in the study clearly illustrated the different focus areas and components of CRM. The most prominent characteristics of a CRM strategy were found to be an emphasis on strategy, the networking of key stakeholders, customer intimacy and the use of appropriate technology. The approaches to the creation of organizational knowledge were analysed and it was found that the conversion between tacit and explicit knowledge is key to the creation of organizational knowledge. The generally accepted principles for the leverage of knowledge were adapted for possible incorporation into a CRM strategy. The salient conclusion of this study was that a knowledge creation process could be used to build the enterprise's stock of customer knowledge. It was found that the principles of knowledge leverage could be applied to the customer knowledge base in order to build lasting and profitable customer relationships. Recommendations were offered for the improved leverage of a CRM strategy through the integration of knowledge creation, knowledge leverage and CRM methodologies and principles. Finally, suggestions were made for further academic research on the anatomy and implementation of CRM.
AFRIKAANSE OPSOMMING: Dit word algemeen aanvaar dat kliente verhoudingsbestuur 'n toenemende rol sal speel in die lang termyn sukses van die moderne onderneming. Kliente verhoudingsbestuur word wyd erken as 'n gepasde metodologie om sterk en wedersyds voordelige verhoudinge met kliente te bewerkstellig. Die studie het ten doel gehad om die definisie en omvang van kliente verhoudingsbestuur te bepaal. Kliente kennis is 'n hoeksteen van enige kliente verhoudingsbestuur strategie en die onderneming se vermoeë om kliente kennis te skep en te benut word gesien as 'n bron van kompeterende voordeel. Die studie het gepoog om duidelikheid te verkry oor die metodologieë en benaderings wat gevolg kan word in die ondernemingskennis skeppingsproses. Ten slotte is die oorvleueling tussen die kennis skeppingsproses en die kliente verhoudingsbestuur strategie ondersoek. Gebasseer op die studie van die relevante literatuur is 'n omvattende definisie van kliente verhoudingsbetuur blootgelê. Die onderskeie modelle van kliente verhoudingsbestuur wat ondersoek is in die studie, het die fokus en verskeie komponente van kliente verhoudingsbestuur uitgelig. Die mees prominente karakter eienskappe van die kliente verhoudingsbestuur strategie is aangedui as die fokus op ondernemings strategie, netwerke van belangegroepe, kliente intimiteit en die gebruik van toepaslike inligtingstegnologie. 'n Analise van die benaderings tot kenniskepping in die onderneming het uitgelig dat die oorgang van ontasbare kennis na tasbare kennis die kern uitmaak van ondernemingskennis skepping. Die algemeen aanvaarde beginsels tot die benutting van kennis is daarna aangepas vir die moontlike gebruik in die kliente verhoudingsbestuur strategie. Die belangrikste gevolgtrekking van hierdie studie was dat 'n kennis skeppingsproses gebruik kan word om die onderneming se kliente kennis uit te brei. Daar is ook gevind dat die beginsels van kennis benutting toegepas kan word op bestaande kliente kennis ten einde langtermyn winsgewende verhoudings met kliente te bewerkstellig. Aanbevelings is gemaak vir die verbeterde benutting van die kliente verhoudingsbestuur strategie deur middel van die integrasie van kennis skepping, kennis benutting en kliente verhoudingsbestuur metodologieë en -beginsels. Ten slotte is voorstelle gemaak vir verdere akademiese studies aangaande die struktuur en implementering van kliente vehoudingsbestuur.
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Bosse, Sebastian. "A systemic perspective of a customer relationship management solution for business." Thesis, Stellenbosch : University of Stellenbosch, 2005. http://hdl.handle.net/10019.1/1475.
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Thesis (PhD (Business Management))--University of Stellenbosch, 2010.Customer Relationship Management (CRM) is not a new topic, but the advent of technology based CRM solutions has enabled companies to deal better on an individual level and more efficiently with their large customer base. Seeing the benefits of this competitive advantage many companies have implemented a CRM solution but with the result that many of them have failed to be successful. The problem is that these companies often do not know why they were not successful and other companies will make the same mistakes if these failures are not recognized. There is a great deal of literature and research analysing this phenomenon but they all focus mainly on detailed CRM issues and how they could be performed better. They do not take into account that CRM is a complex topic and that many reasons for failure interact with each other. Based on the need of many companies to implement CRM, the goal of this research is to provide a CRM insight perspective and a strategy to implement CRM more successfully. In contrast to existing CRM research, this study investigates twenty-one reasons for CRM failure in three knowledge areas and explains why each one could threaten the success of a CRM implementation. The first area determines the danger of every risk based on the likelihood of appearance and its potential to fail the complete CRM solution. The second area identifies when these risks are most likely to appear for the first time during a CRM project life cycle. The third area examines all relationships between the twenty-one CRM risks and how they influence each other. It is concluded that every CRM implementation approach will fail to be successful when problems are only addressed once they become visible. It is not possible to solve every CRM problem at the moment it appears. Many issues during the implementation of CRM have to be met before they become a problem because they influence each other and lead to barriers that could result in a complete CRM failure. Based on this perception and the research findings, which included 106 of the top 500 companies worldwide, this study develops a CRM strategy framework including a systemic CRM perspective for businesses.
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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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Pienaar, Wiloma. "Guidelines for transforming a service organisation to a customer relationship management enterprise." Thesis, Stellenbosch : Stellenbosch University, 2003. http://hdl.handle.net/10019.1/53444.
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Thesis (MBA)--Stellenbosch University, 2003.ENGLISH ABSTRACT: Customer Relationship Management (CRM) has been referred to as the new "mantra" of marketing management (Winer, 2001: 89), however CRM is a business strategy that calls for the establishment, development, maintenance and optimisation of long-term profitable and mutually beneficial relationships between organisations and their customers. It is a journey of strategic, structural, process, organisational and technological change through which an organisation can manage its enterprise better around customer behaviour. CRM as a business strategy was thought necessary due to stronger and rapidly changing forces that influence business. Forces include globalisation, mature markets, emerging markets, deregulation, convergence of industries and continuous changes in customer behaviour. These changes forced business to realise that customers are an organisation's only sure revenue source and that building relationships with its customers is the best source of profitable and sustainable revenue growth (Brown, 2000: xii). Organisations worldwide spent almost US$44bn in 2000 on CRM initiatives and it is estimated to grow to US$125bn by 2004. The promise of CRM is enchanting, however many organisations will quickly point out that in practise it can be extremely costly to implement and it can be disastrous for building relationships with customers. One of the biggest mistakes that were made when organisations implemented CRM programmes is that CRM was regarded as a technology intervention or solution that would enable any organisation to build long-lasting and profitable relationships with its customers. Not all CRM programmes succeed or achieve the strategic objectives organisations want it to achieve. It is therefore necessary to develop a framework that can assist organisations in their efforts to develop and implement a CRM programme. This thesis provides a system approach and assessment toolkit to guide and assist service organisations to develop and implement CRM programmes and through this to become a CRM enterprise. A CRM enterprise holds the customer-driven vision necessary to succeed in the ever changing environment of the global economy. A system approach was chosen as the preferred method to develop and implement a CRM programme for two reasons. First, CRM programmes are extremely complex as it is a business strategy that impact organisation wide when it is developed and implemented. And secondly, a system approach requires a person to think systemic about systems like CRM. It forces the developer and implementer of a CRM programme to consider the whole impact of the changes across an organisation.
AFRIKAANSE OPSOMMING: Kliënte verhouding bestuur is beskryf as die nuwe deuntjie bemarking bestuur (Winer, 2001: 89), maar kliënte verhouding bestuur is veel meer 'n besigheids strategie was vrae oor die vestiging, ontwikkeling, onderhoud en optimaliseering van lang termyn winsgewende en wedersydse begunstigde verhoudings tussen organisasies en hul kliënte. Dit is 'n reis van strategiese, strukturele, proses, organisatoriese en tegnologiese verandering waardeer 'n organisasie sy besigheid beter kan bestuur rondom kliënte gedrag. Kliënte verhouding bestuur is nodig as 'n besigheid strategie as gevolg van sterker en vinniger kragte wat besigheid beinvloed. Kragte sluit in globalisering, ontwikkelde markete, ontwikkelende markte, deregulering, samesmelting van industrieë, en die alewige verandering in kliënte behoeftes. Hierdie kragte forseer besigheid om te besef dat kliënte 'n organisasie se sekerste bron van inkomste is en dat 'n organisasie verhoudinge moet bou met hul kliënte om 'n bron van volhoubare inkomste te verseker (Brown, 2000: xii). Organisasies wêreldwyd het ongeveer US$44bn in 2000 spandeer op kliënte verhouding bestuur initiatiewe en dit is vooruit geskat dat dit kan groei tot US$125bn teen 2004. Die belofte van kliënte verhouding bestuur is betowerend, maar verskeie organisasies sal dit vinnig uitwys dat kliënte verhouding bestuur in die praktyk baie duur wees om in werking te stel en dat dit rampsoedig kan wees vir die bou van verhoudings met kliënte. Een van die groostste foute wat organisasies gemaak het met die implementering van 'n kliënte verhouding bestuur program was om dit te beskou as 'n tegnologiese intervensie wat die organisasie in staat sou stelom lang termyn winsgewende verhoudinge te bou met hul kliënte. Nie alle kliënte verhouding bestuur programme is suksesvol nie. Dit is daarvoor nodig om 'n raamwerk te ontwikkel wat organisasies sal help on 'n kliënte verhouding bestuur program te ontwikkel en te implementeer. Hierdie tesis verskaf 'n sisteembenadering en 'n evalueringprogram wat organisasies kan help om 'n kliënte verhouding bestuur program te ontwikkel en te implementeer en deur middel hiervan In kliënte-organisasie te word. In Kliënte-organisasie het die kliënte-aangedrewe visie wat nodig is om in vandag se al veranderde omgewing volhoubaar en suksesvol te wees. In Sisteem benadering was gekies as die voorkeur metode om In kliënte verhouding bestuur program te ontwikkel en te implementeer vir twee redes. Die eerste rede is dat In kliënte verhouding bestuur program baie kompleks is aangesien dit In organisasie wyd impak het wanneer dit ontwikkel word en geïmplementeer word. Die tweede rede is dat In sisteem benadering die beplanner en implementeerder forseer om die hele impak van verandering in ag te neem oor die hele organisasie.
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Relling, Manfred Theodor. "Guidelines for the development and implementation of a customer satisfaction program." Thesis, Stellenbosch : Stellenbosch University, 2007. http://hdl.handle.net/10019.1/70658.
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Thesis (MBA)--Stellenbosch University, 2007.ENGLISH ABSTRACT: Within the realm of business it is about the triple bottom line and being able to sustain the viability of the profits that accrue. Yet, business cannot exist without customers and therefore customer satisfaction is a key to long term business relationships. If a business considers customer satisfaction to be important, then a mechanism for the measurement of the customer's satisfaction needs to be determined and monitored; thereby enabling improvements and continued support. This has resulted in the establishment of the customer relationship marketing (CRM) concept. Many businesses embark on a marketing drive without any means of measurement and control of the customer relationship. This document gives direction in the implementation and application of a customer satisfaction program (CSP). Some of the well known customer satisfaction index programs are discussed. These focus on creating a common measurement for international, national, regional and individual companies. These are discussed as background to the process of developing a CSP. Aspects that are investigated are leadership, management, development and implementation of a CSP. Consideration is given to the various aspects of questionnaires and how they can influence respondents' answers. Furthermore the emotional aspects of customers are also considered. No program is complete without considering the future and what that might hold for business and hence any program that assists with maintaining business relationships. Therefore a look into what the future of CSP's could be is also discussed in general. Finally, a set of flow diagrams are presented that summarise the various aspects that should be considered when developing and implementing a CSP. The various steps can assist in focussing an organisation in its introduction of such a program. This document is by no means complete, however, it is a foundation upon which a successful CSP can be built.
AFRIKAANSE OPSOMMING: Binne die gebied van besigheid gaan dit oor die winsgrens en die volhouding van lewensvatbare winste. Tog kan geen besigheid 'n bestaansreg he sonder kliente nie en dus is klientebevrediging die sleutel tot langtermyn besigheidsverhoudings. As 'n besigheid klientebevrediging as belangrik beskou, dan moet daar 'n meganisme bepaal word waardeur klientebevrediging gemeet en gemonitor kan word sodat dit kan lei tot verbeteringe en volhoudende ondersteuning. Die uitvloeisel hiervan is die konsep van klienteverhoudingsbemarking. Menige besigheid het op bemarkingstogte gegaan sonder enige meting van of beheer oor die klienteverhoudings. Hierdie dokument dui die rigting aan in die implementeering en toepassing van 'n klientebevredigingsprogram. Verskeie van die welbekende klientebevredigingsindeksprogramme word bespreek. Die programme fokus op die skepping van 'n gemeenskaplikke meting vir internasionale, nasionale, streeks en individuele besighede. Hulle word bespreek sodat 'n fundament gele kan word vir die ontwikkeling van 'n klientebevredigingsprogram. Die aspekte wat ondersoek word is, leierskap, bestuur, ontwikkeling en implementering van 'n klientebevredigingsprograrn. Oorweging word gegee aan verskeie aspekte van meningspeilingvraestukke en hoe hulle respondente kan beinvloed. Verder word die emosionele aspekte van kliente ook oorweeg. Daar word ook aandag geskenk aan wat die toekoms moontlik kan wees ten opsigte van klientebevredigingsprogramme. Laastens, word 'n stel vloeidiagramme voorgele wat die verskeie aspekte saamvat waarna gekyk moet word wanneer 'n klientebevredigingsprogram oorweeg word. Die verskeie stappe kan help met rigtingbepaling wanneer 'n organisasie dit oorweeg om so 'n program bekend te stel. Hierdie dokument is geensins volledig en kan as 'n fondasie beskou word waarop 'n suksesvolle klientebevredigingsprogram gebou kan word.
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Ali, Inass. "Customer relationship management : a qualitative cross-case analysis in the UK and Saudi Arabia." Thesis, University of Stirling, 2007. http://hdl.handle.net/1893/796.
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The current study focuses on customer relationship management initiatives in different organizations and in different countries. A proposed CRM model was adopted and used to evaluate the CRM initiatives of the chosen organizations in both Saudi Arabia and the UK. The scope of this research was affected by the differing levels of cooperation received from the organizations which participated in the case studies, thereby resulting in differing sizes of the said case studies. The adopted CRM conceptual model was used to evaluate the level of CRM maturity in the organizations studied. This model is believed to be a significant contribution to the theory and field of CRM. This model could be used by organizations to evaluate their CRM initiatives and assess their CRM readiness and status. The proposed CRM model specifies the basic parameters of the CRM sequential stages and their essential supporting conditions. Another important contribution of the study is that it identifies and highlights the potential effects of the cultural disparities existing between Saudi Arabia and the UK on CRM initiatives yet to be undertaken in both countries. In depth open-ended questions were used to collect the data. The analysis of the data gathered went through two main stages. The first stage was to transcribe the data collected from all the organizations chosen and produce detailed write-ups for each case. In every case the write-ups were similarly structured to help the researcher in the second stage, the cross-case analysis. The cross-case analysis was based on the researcher’s proposed conceptual CRM model. The central research question for this study is: Why and how do CRM initiatives succeed or fail? In order to answer this question, the following research questions were formulated and answers were deduced from the findings and results of the qualitative analysis conducted: RQ1: What are the critical success factors of CRM initiatives? The answers received resulted in the emergence of some critical success factors, such as: 1. Senior Management Support 2. Business Plan and Vision 3. Making the Change in Small Steps 4. Inter Departmental Collaboration 5. Clear Ownership of Data 6. Training for End-users 7. End Users' Acceptance of Change 8. Degree of Analysis and Customer Segmentation 9. Degree of Alignment 10. Language Considerations 11. Internet Presence RQ2: What are the common difficulties when adopting a CRM initiative? The answers came up with the following common difficulties: 1. Resistance to Change 2. Human Errors in Feeding the System 3. Governmental Legislation 4. Cultural Barriers RQ3: What does CRM mean for different organizations? The answers exposed a common interesting finding that different organizations considered CRM to be different things. Some considered CRM to be branded CRM software, others as call-centers, yet others as loyalty programs and/or simple tools to manage and satisfy customers. This confirmed that CRM meant different things to different organizations. RQ4: Is CRM the right solution for every organization? The answers proved that if branded software from recognized vendors only was to be recognized as CRM, then this standard and rigid kind of CRM could not always be implemented by all organizations. On the other hand, if the managerial concepts behind CRM were to be taken into consideration, then CRM could indeed be implemented by every organization.
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Rootman, Chantal. "The influence of customer relationship management on the service quality of banks." Thesis, Nelson Mandela Metropolitan University, 2006. http://hdl.handle.net/10948/400.
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Despite the extensive research undertaken in the subject area of services marketing, much is still unknown to service providers of specific services in terms of service delivery concepts. This study attempts to address this limitation. The study revolves around the customer relationship management and service quality of banks. Service firms, including banks, are vitally important to the economy of any country, as they contribute to its Gross Domestic Product (GDP) and employment rate. However, to survive in a complex, competitive business environment, service firms are required to focus on their clients’ needs. Specifically, banks can focus on their relationships with clients and levels of service quality. In order to establish the influence of selected variables on the customer relationship management (CRM) of banks and the influence of CRM on the service quality of banks, an empirical investigation was conducted. The aim of this study was to quantify significant relationships among selected variables; therefore the positivistic research paradigm was used. The sample consisted of banking clients in the Nelson Mandela Metropolitan area. The sample size was 290, with a response rate of 91.03%. The empirical investigation revealed that significant positive relationships exist between both the knowledgeability, and attitude, of bank employees and a bank’s CRM. These relationships imply that more extensive knowledgeability of bank employees and bank employees with more positive attitudes lead to improved, maintained relationships between a bank and its clients. In addition, the empirical investigation revealed that CRM positively influences the service quality of banks. This relationship implies that if a bank successfully maintains relationships with its clients, the bank’s level of perceived service quality would increase. Additionally, the empirical investigation has shown the relationship between a banking client’s age and the CRM of a bank. The higher the age of a banking client, the more that client considers the CRM of a bank to be important. There exists a relationship between a banking client’s education level and the perceived service quality of a bank. If a banking clients’ education level increases, the importance of their bank’s service quality decreases and, conversely, a banking client with a lower level of education regards the service quality level of a bank as more important than higher qualified clients. The study indicated that strategies to improve, specifically, the knowledgeability and attitude of bank employees can and should be implemented by banks in ways to positively influence their CRM and ultimately their service quality. In effect, this will increase client satisfaction and ensure client loyalty to the bank. Ultimately, this will contribute to the bank’s success, which will ensure economic stability and prosperity for a country.
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Burger, Naomi Magdalena. "A model for the implementation of customer relationship management systems." Thesis, Stellenbosch : Stellenbosch University, 2005. http://hdl.handle.net/10019.1/50254.
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Thesis (MBA)--Stellenbosch University, 2005.ENGLISH ABSTRACT: Customer relationship management (CRM) is perceived as critical to the longterm success of any organisation, since CRM could be developed into a core competence providing a competitive advantage. Although the importance of CRM is recognised worldwide, most implementations of CRM systems fail to achieve their goals. Trends show that CRM success is still the exception and not the rule. The main objective of this study is to examine the value and characteristics of CRM systems and determine the most common factors that impact on the success of CRM systems implementations. CRM is a business strategy that integrates people, processes and technology, and places the customer at the core of the business. CRM aims to increase business performance and enhance customer value by increasing customer retention, acquisition, satisfaction and loyalty resulting in increased revenue and profitability. The study found that the implementation of CRM systems involves a completely new way of doing business. The major problems experienced in the implementation of CRM systems are identified as change management problems and too much emphasis on technology. The study paints out that technology alone will not guarantee the success of CRM systems implementations, since CRM systems are not so much about technology but more about people and business processes. It is recommended that more emphasis should be placed on cultural and behavioural change in the business environment by focusing on the management of change of the people using CRM systems. A CRM systems implementation model based on previous studies and literature relating to CRM has been developed in the South African context. This model is derived from the Gartner model, the customer management assessment tool and different readiness approaches for CRM systems implementations. The study concludes· with the development of a measuring instrument for the implementation of CRM systems.
AFRIKAANSE OPSOMMING: Die persepsie is dat klienteverhoudingebestuur (KVB) krities tot die langtermyn sukses van enige organisasie is, aangesien KVB ontwikkel kan word in 'n kernvaardigheid wat 'n kompeterende voordeel verskaf. Alhoewel die belangrikheid van KVB wereldwyd erken word, misluk die meeste KVB implementerings om hulle doelwitte te bereik. Tendense toon dat KVB sukses steeds die uitsondering en nie die reel is nie. Die doel van die studie is om die waarde en eienskappe van KVB stelsels te ondersoek en om die mees algemene faktore wat 'n impak op die sukses van KVB stelsels implementerings het, te bepaal. KVB is 'n besigheidstrategie wat mense, prosesse en tegnologie integreer en kliente as die kern van die besigheid beskou. KVB het ten doel om die werkverrigting van die besigheid en die waarde vir die klient te verhoog deur verbetering van die retensie, werwing, tevredenheid en lojaliteit van kliente, wat 'n verhoogde inkomste en winsgewendheid tot gevolg het. Die studie het gevind dat 'n KVB stelsel 'n totale nuwe manier van besigheid behels. Die belangrikste probleme wat met die implementering van KVB stelsels ondervind word, is geidentifiseer as veranderingsbestuursprobleme en te veel klem op tegnologie. Die studie het ook aangetoon dat tegnologie alleen nie die sukses van KVB stelsels implementerings sal waarborg nie, omdat KVB stelsels nie soseer om tegnologie gaan nie, maar meer om mense en besigheidsprosesse. Dit word aanbeveel dat meer klem op kulturele en gedragsveranderinge in die besigheidsomgewing geplaas moet word deur te fokus op die bestuur van verandering van die mense wat KVB stelsels gebruik. 'n KVB stelsels implementeringsmodel gebaseer op vorige KVB verwante studies en literatuur, is in die Suid-Alrikaanse konteks ontwikkel. Hierdie model is afgelei van die Gartner model, die klientebestuur assesseringshulpmiddel en verskillende gereedheidsbenaderinge vir KVB stelsels implementerings. Die studie sluit af met die ontwikkeling van 'n meetinstrument vir die implementering van KVB stelsels.
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Cohen, Howard. "The use of strategies to promote and market products and services online as well the use of customer relationship management to attract and retain customers." Thesis, Port Elizabeth Technikon, 2003. http://hdl.handle.net/10948/270.
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The Internet has provided marketing with many new tools and given old tools new or improved meanings. The Net poses tremendous challenges for scholars in many lines of research, from usability studies and consumer behaviour research to marketing and advertising research. Because the World Wide Web (the Web) presents a fundamentally different environment for marketing activities than traditional media, conventional marketing activities are being transformed, as they are often difficult to implement in their present form. This means that in many cases these marketing activities have to be reconstructed in forms more appropriate for the new medium. A lot of technological changes have affected the marketing environment of today. Companies must adapt to these changes in order to improve their marketing strategies. This has, among other things, resulted in an emphasis on relationship marketing. The purpose of this thesis is to explore what strategies are used in practice by companies in order to market and promote their products and services by using their Web sites as well as to build effective Customer Relationship Management (CRM). In order to fulfil the research purpose, interviews were conducted at a number of companies (medium and large), and questionnaires were mailed to various companies in the motor retail industry. The result shows that a company can use traditional as well as online marketing and promotion strategies when conducting business. This can also help companies to gain better relations with their customers. The different marketing and promotion strategies are useful for attracting new business as well as maintaining and stimulating existing relations. The research problem addressed in this study was to determine the factors that are effective in marketing and promoting of Web sites as well as the methods used in building CRM.
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Chen, Ivan Shiou-Herng. "A study on the servicing of culturally different guests for the hotel industry in the U.S. /." Online version of thesis, 1992. http://hdl.handle.net/1850/10705.
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Song, Moxi. "Information sharing, ordinary capabilities and firm performance: the moderating role of market orientation." HKBU Institutional Repository, 2014. https://repository.hkbu.edu.hk/etd_oa/97.
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Today’s turbulent business environment has made external knowledge a dominant source of information in firms’ attempt to develop and maintain a sustainable competitive advantage. Firms need to share and acquire new knowledge as they seek to develop new applications and to survive. Therefore, whether inter-firm information sharing has a direct effect on firm performance has become a central question in studies on strategic management and supply chain management. However, the empirical results remain largely divergent and inconclusive, ranging from a positive relationship to a negative relationship. This study advanced the literature by examining the mediating role of ordinary capabilities (manifested by operations capabilities) in the relationship between information sharing and firm performance. By drawing on the dynamic capabilities perspective, we propose that information sharing, as a dynamic capability, deploys and reconfigures the existing operations capabilities, which in turn lead to superior firm performance. Furthermore, we used a dimensional approach to look at how the two types of information sharing, focal manufacturer-key suppliers (MS) information sharing and focal manufacturer-key buyers (MB) information sharing, may affect both ordinary capabilities and firm performance. Moreover, this study investigated how a firm’s market orientation moderates the information sharing-operations capabilities link. We argue that market orientation positively strengthens the effects of both MS information sharing and MB information sharing on operations capabilities by driving a continuous and proactive disposition to meeting customer needs. We randomly chose as our sample manufacturing firms from the official list provided by the provincial Association of Entrepreneurs in the Ning Xia autonomous region of China. The data collection was performed over a two-month period and 154 cases were considered valid for our study. Multiple regression and bootstrapping methods were used to test our model. Most of the key hypotheses have been supported. First, operations capabilities fully mediate the relationships between both types of information sharing and performance. Moreover, the three dimensions of market orientation (i.e., market intelligence generation, dissemination, and responsiveness) positively moderate the effects of both MS and MB information sharing on operations capabilities, except for the moderating effect of market intelligence generation in the relationship between MB information sharing and operations capabilities. Several implications, both theoretical and practical, are envisaged. First, our findings, which reveal that operations capabilities fully mediate the effects of information sharing on firm performance, contribute to unpacking the black box of information sharing and performance relationship in the buyer-supplier relationship context. The study offers an alternative explanation for the inconclusive empirical results regarding the relationship between information sharing and firm performance. We propose and verify a theoretical claim suggesting that information sharing is a necessary but insufficient condition to improve firm performance, and operations capabilities that are extended, modified, changed, and/or created by using information sharing determine the firm’s market position, which in turn transforms the potential benefits of information sharing into superior firm performance. Second, our study goes one step beyond existing studies on the interactive effects of marketing capabilities and marketing orientation on firm performance. We demonstrate that it is the interactive effects of dynamic capabilities (information sharing) and market orientation on the development of ordinary capabilities (operations capabilities) that really matter to a firm’s sustained performance supremacy in the long term. The practical implication is that managers must ensure that their firms have ongoing inter-firm information sharing arrangements with their suppliers and buyers. At the same time, they should have good operations capabilities to take advantage of the shared information and transform the benefits into superior firm performance. Another practical implication is that manufacturers need a corporate culture of market orientation to maximize the positive effects of both MS and MB inter-firm information sharing on the development of operations capabilities since at the end of the day it is operations capabilities that contribute directly to the supremacy of a firm’s performance. Keywords: Information Sharing; Dynamic Capabilities; Ordinary Capabilities; Market Orientation
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Wendt, H. "An evaluation of structural, strategic and cultural dimensions in global account management relationships." Thesis, Coventry University, 2015. http://curve.coventry.ac.uk/open/items/01772430-247d-4334-8850-502960411a06/1.
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Market globalisation has led globalised companies and corporations to increase focus on synchronised and centralised business operations management to enjoy new and apparently boundless opportunities for growth and profit. The role of supplying companies as partners who provide globally consistent, coordinated and competitive support has been commonly recognised. However, supply base consolidation, increased bargaining power and imposed global competition have increasingly shifted power to the buyers. In order to reinforce balanced and sustainable business dyads, this thesis addresses global account management (GAM), one of the most discussed paradigms within recent sales and customer relationship management literature. Besides this fact, academics and practitioners still struggle to fully capture the dynamic and complex nature of GAM, not least due to the high degree of internal and external interdependence. Hence, the presented work followed an interdisciplinary aggregation of knowledge in the area of key account management (KAM), GAM and corporate culture. Further, best practice mixed-methods research contributed to a more comprehensive understanding of the interrelations and corresponding factors that determine suppliers’ success within global business relationships. Against this background, the case of a globally leading automotive supplier with long established and sophisticated GAM structures was analysed to gain exclusive primary research insights and add to the existing knowledge base. Thereby King’s (1998) template analysis technique found use to evaluate data from 21 semistructured interviews across operational, management and executive experts from global customer organisations (GCOs), supporting the development of a conceptual, novel and unique global account management performance model: the GPM. Moreover, to cope with the boundaries of purely qualitative research, structural equation modelling based on 199 data sets from an international online survey added to the refinement, statistical validation and generalisation of the findings. Through this process, the concept of structural, strategic and (corporate) cultural fit between global suppliers and customers have been revealed as key domains of the GPM, influencing relational and financial GAM performance outcomes. Subsequently, the contributions of the presented thesis are manifold: First, they extend the scope of current GAM performance models, as the GPM provides a more comprehensive view on structural and strategic aspects traditionally in the focus of GAM research. Second, they supplement prior account management research with empirical confirmation and complement earlier work in the field of corporate culture by illuminating the role of corporate culture for the first time in an international business context. Third, the study outcomes provide exclusive evidence for raising customer awareness of suppliers’ culture and cultural compatibility and explicitly outline cultural fit as a critical performance moderator of global account management. This study therefore offers new perspectives on performance determinants of GAM. Academics benefit from original theoretical and practical insights into the underlying mechanisms of global supplier-customer relationships and the GPM enables decision makers to build stronger relationships with a wider range of individual, multi-national and global customers.
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Dayan, Oren. "Strategies to improve business success in selected industries." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/938.
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Successful economies are dependent on successful industries.The present study explores how business success could be improved in three selected industries, namely the motorcar, high-technology and food manufacturing industries. These industries are vital to growing the economy of countries. The present study made a significant contribution towords identifying a theoretical model to improve the business success of the motorcar, high technology amd the food manufacturing industries. The study showed that various combinations of product launching stategies (distribution channel development, product image, third-party agreements, pricing, e-business, and e-saving), as well as organisational variables (TQM and market culture) are important agreements to achieve increased sales growth and CRM effectiveness.
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Chihombori, Rumbidzai Anna. "The mediating role of mobile technology in the linkage between customer satisfaction and customer loyalty." Thesis, University of Fort Hare, 2012. http://hdl.handle.net/10353/d1013388.
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The main objective of this study was to critically investigate the mediating role that the use of mobile technology plays in the linkage between customer satisfaction and customer loyalty in a semi-urban environment. The research problem focused on the application of mobile technology in the linkage between customer satisfaction and customer loyalty in the clothing industry in King Williams Town. In accomplishing this objective, this research study hypothesised that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty of customers of clothing retailers in South Africa. Multiple regression was conducted to test for the first hypothesis. The first secondary objective aimed at establishing if there is disconfirmation between customer expectations and the performance of clothing retail outlets in King Williams Town. In exploring this objective, it was hypothesised that there is negative disconfirmation between customer expectations and performance. A paired sample test was conducted to test for this hypothesis. In addition, the influence of service quality and customer satisfaction on customer loyalty was explored. To accomplish these, it was hypothesised that both service quality and customer satisfaction have an influence on customer loyalty. Pearson’s Correlation and the Chi-Square Test were applied to test the influence of service quality and Customer satisfaction on Customer loyalty. Data was analysed using the Statistical Package for Social Sciences (SPSS) statistical software. Regression analysis, chi-square tests, Paired sample tests and correlation reports were used to analyse data inferentially. Reliability and validity of the research was also tested using Cronchbach’s alpha test. The results show that mobile phones have become a basic necessity for customers and that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty; however, the mediation is partial. The results also show that there is positive disconfirmation between customer expectations and retailer performance; that both service quality and customer satisfaction have a positive correlation with customer loyalty and that mobile technology enhances customer loyalty. Finally, the results show that the total service experience of customers is favourable vii because the five components of service quality were rendered at a high level of service quality. The study offers several managerial recommendations. Firstly, retail managers should make strategic investments in mobile technology and use this technology to the full to reap the benefits of technologically advanced mobile communication. Secondly, managers should be creative in their use of this mobile technology to enhance customer satisfaction and, hence, customer loyalty. Thirdly, managers should prioritise the improvement of all five components of service quality in order to enhance customer loyalty. Finally, managers should provide a customer-centred service experience that exceeds customer expectations for service quality and mobile communication, one that maximises customer satisfaction and loyalty. The implementation of these recommendations could result in clothing retailers providing a customer-focused service experience in all five aspects of service quality. To successfully implement these recommendations, clothing retailers should: ensure that expectations created, could be accomplished or exceeded to build and enhance customer satisfaction; create expectations that are realistic to avoid negative disconfirmation and hence customer dissatisfaction; implement innovative and creative mobile communication strategies to build and enhance customer loyalty; and finally, improve loyalty programmes to enlarge the customer base.
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Choudhury, Randip. "How Marknadsdata information AB works withrelationship marketing : analysis of relationship marketing in Marknadsdata Information AB." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-9816.
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AbstractTitle: How Marknadsdata information AB works with relationship marketingLevel: Final Thesis for bachelor degree in Business AdministrationAuthor: Randip ChoudhurySupervisor: Dr. Aihie OsarenkhoePurpose: The purpose of this thesis is to examine how Marknadsdata information AB workswith their relationship marketing, and examine possible gaps between their strategy andimplementation of their relationship marketing. This study aims to provide insights on thecore components of CRM and the implementation of CRM strategy.Methodology: I have used primary data for this study by doing, interviews with ChristerJönsson at Marknadsdata AB to get his insight view of how the company operates to be ableto answer the purpose of this thesis which is to find out if there are any gaps in the way howMarknadsdata AB operates its business and how it resembles or differs with Donaldson’smodel. The secondary data I have used for this research is mainly from the Internet, articlesand literatureFindings: Marknadsdata information AB will not be successful on their market if they don’twork with their relationship marketing strategy. They have to keep in touch with customers,respond to the trends in the market and, in particular, to the changing demands of customers.For Marknadsdata information AB it’s important with relationship marketing both internallyand externally. Internal service quality for the company is about employee satisfaction whichultimately effects externally to customer satisfaction. By creating value to employees they cancreate value to customers.Research conclusions: Companies will not be successful on the market until they developtheir relationship marketing strategy. Companies need to keep in touch with customers,respond to the trends in the market and, in particular, to the changing demands of customers.Practical implications: By working with research and evaluating customers’ needs, which Ifound will reflect their future business. I think it’s also important that the management at thecompany works with employee’s on a regular basis. If the company doesn’t work with marketresearch and other customer generating mechanisms I think that the company is going to havedifficulties with their relationship work and to be able to make business at their market area.Value: The study shows customer relationship marketing strategy as a key to operate businessand implementing it in the organization. This thesis contributes a deeper understanding in thesubject relationship marketing.Keywords: Customer relations, Customer service management, Relationship marketing,Cross-functional integration, Management strategy
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Yeung, Cheuk-chi, and 楊卓芝. "An evaluation of the customer relationship management (CRM) in improving service quality of the private residential properties." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2009. http://hub.hku.hk/bib/B42556338.
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Hogg, Gillian. "Service quality in business advisory services : the case of the public relations industry in Scotland." Thesis, University of Stirling, 1996. http://hdl.handle.net/1893/2583.
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The thesis concerns quality of service in the context of business advisory services. The economic rationale for improving any quality standard is based on the theory that by creating customer satisfaction and a perception of service quality, an organisation can retain its existing customers and attract new business, thus improving market share. This argument is based on the assumption that by improving the quality of the service delivered to customers, product offerings can be differentiated in such a way as to improve customer value. This is a customer defined approach to quality and assumes that the provider has understood and responded to customer requirements. In order to achieve this it is necessary to understand the particular situational characteristics of this market and the criteria customers use to assess the service they receive. In order to investigate service quality in business advisory services, the public relations industry in Scotland is considered as a specific case. Public relations is a business advisory service concerned with the management of image or reputation. However it is not a homogeneous product and is made up of a number of specific functions that equate to two main product variants. Based on these product variants, the research identifies three main purchaser groups in Scotland. However, although outcome expectations are consistent across purchaser groups, there are different expectations of the process of delivering the service according to the product variant purchased. The research concludes that when purchasers are buying a task level service their perceptions of quality are based upon tangible, measurable service features, whilst purchasers of a managerial product variant are concerned with process factors that lead to developing a relationship of trust. There are also a number of 'bottom-line' expectations, common across purchaser groups, which are essential to a perception of quality. Service quality, in the business advisory service context, is dependant on recognising what constitutes the core product and tailoring the process of delivery to satisfy purchaser expectations. The implications of this research are that an understanding of context is essential when considering service quality, in order that customer expectations and provider delivery combine to achieve added value. Secondly, that product definitions are required in determining the expectations associated with performance quality; and thirdly, that customer segmentation based upon product variant is a viable proposition in business advisory services.
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Den, Ouden Vincent P. "Increasing revenue through the use of customer relationship management as a tool." Thesis, Stellenbosch : University of Stellenbosch, 2009. http://hdl.handle.net/10019.1/8583.
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Malan, George Francois. "Quality customer information management in the financial services industry : a case study." Thesis, Stellenbosch : Stellenbosch University, 2004. http://hdl.handle.net/10019.1/50072.
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Thesis (MPhil)--Stellenbosch University, 2004.ENGLISH ABSTRACT: Competition in the long-term insurance industry is intense and is increasing. This market is highly sophisticated and competitive and has developed substantially over the last few years with increasing integration into the world economy. Many companies have come to a crossroad as far as expansion of their market share is concerned. They have to operate in this highly competitive market and are under increasing pressure from legislation. New customers are in a short supply and competition is fierce. These facts are forcing companies to look at alternative ways of increasing their market share, especially through projects that try to maximise the value of existing clients. This paper looks intrinsically at information quality and how it coincides with customer relationship management projects for it to be effective and to give companies a competitive advantage. Through qualitative exploratory methods I was able to get a clear picture of how one of South Africa's biggest insurance companies tries to increase its market share in such a saturated market using information about their customers to gain competitive advantage. I first develop a thorough theoretical background on the terrain of information quality and how it relates to customer information management, which in turn has a great impact and forms the foundation of customer relationship management. Then, I explain how the company sees customer relationship management and how customer information management and information quality playa role in this view. Finally, I look at practical examples of quality information management at work within a framework of customer relationship management.
AFRIKAANSE OPSOMMING: Kompetisie in die langtermyn versekerings-bedryf is intens. Die mark is hoogs gesofistikeerd en kompeterend en het substansieel ontwikkel in die afgelope paar jaar met 'n verhoogde integrasie in die wêreld-mark. Vele maatskappye bevind hulself tans by 'n kruispad- met betrekking tot die uitbreiding van hulle aandeel in die mark. Besigheid moet gedoen word in 'n baie kompeterende mark en dan is daar ook die ewig toenemende druk wat toegepas word met betrekking tot wetlikheid en konformiteit. Dit, tesame met die feit dat kliënte al hoe minder raak, dwing maatskappye om na alternatiewe maniere te kyk om verdienstes op te stoot, en spesifiek deur projekte wat probeer om die waarde van bestaande kliënte te verhoog. Die werkstuk kyk spesifiek na informasie-kwaliteit en hoe dit verband hou met kliënte verhoudingsbestuur projekte om dit effektief te maak. Daar word ook gekyk na hoe dit die maatskappy 'n kompeterende voordeel gee. Deur kwalitatiewe ondersoekende metodes kon ek 'n helder beeld kry van hoe een van Suid Afrika se versekerings-maatskappye probeer om verdienstes te verhoog in so 'n versadigde mark deur gebruik te maak van informasie oor hulle kliente om 'n kompeterende voordeel te verkry. Eerstens ontwikkel ek 'n deeglike teoretiese agtergrond oor die gebied van informasie kwaliteit, en hoe dit verband hou met kliënte informasie-bestuur, wat op sy beurt weer 'n groot impak het en die grondslag vorm van kliënte verhoudingsbestuur. Tweedens verduidelik ek hoe die maatskappy kliënte verhoudingsbestuur sien en hoe kliënte informasie bestuur en informasie-kwaliteit 'n rol speel in die siening. Laastens kyk ek na praktiese voorbeelde van kwaliteit informasie-bestuur en die impak wat dit het op kliënte verhoudingsbestuur.
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Wilson, Amber Joy. "First impressions through the constructs of impression management." CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2746.
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The research on this study examines how first impressions are formed in the hotel setting. The study also looks at the social intelligence process through the constructs of self-monitoring and impression management.
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Chiu, Brian, and 趙子洋. "An evaluation of customer relationship management system in relations to service quality at commercial buildings in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2013. http://hdl.handle.net/10722/194917.
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Botes, Antoon Abraham Adriaan. "Assessing the impact of customer relationship management on customers in ABSA's Western Cape corporate and business banking division." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/80642.
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Thesis (MBA)--Stellenbosch University, 2008.ENGLISH ABSTACT: Many organisations implement customer relationship management (CRM) systems and processes but very few are able to obtain noticeable successes or even measure the successes. The successful implementation of CRM can have a very positive effect on customer service. Not only will it improve customer satisfaction, but it will increase customer loyalty and also lead to repurchases. Improved customer relationships will have a positive effect on profitability since it will reduce costs and the longer the relationship the higher the profits will be. Firms should know the long-term value of their clients and the lifetime value of their customers should be calculated, otherwise the value of existing customers will not be appreciated, and the loss of value that follows from departing customers will not be fully understood. It is critical for any organisation to employ highly professional and trained staff who can interact with customers in such a manner that their needs are satisfied and that value is optimised. In Absa‟s case the relationship executives need to have regular contact with their customers and they need to understand the industries within which the customers operate. They also need to have a very good product and service knowledge. In the research done for this report, the author researched CRM, customer service and relationship marketing. The CRM model which was implemented in the medium business segment of Absa Corporate and Business Bank in the Western Cape was analysed as was the new operating model which was implemented in April 2007. Customers and relationship executives were presented with questionnaires which had to be completed. These questionnaires dealt with the implementation of CRM and the impact, if any, it had on customer service. Conclusions and recommendations were made based on the research and findings.
AFRIKAANSE OPSOMMING: Baie organisasies implementeer kliënteverhoudingsbestuur in een of ander vorm maar baie min van hierdie organisasies slaag daarin om enige merkbare verskil aan hul kliëntediens te maak. Geen of weinig suksesse word behaal en word in die meeste gevalle nie eers gemeet nie. Die suksesvolle implementering van 'n kliënteverhoudingsbestuursproses kan 'n baie positiewe uitwerking op kliëntediens teweegbring en kan ook veroorsaak dat kliënte baie meer lojaal teenoor organisasies word en sodoende ook herhaalde aankope maak. Sterker kliënteverhoudings kan 'n positiewe uitwerking op winsgewendheid veroorsaak aangesien dit kostes sal verminder en hoe langer die verhouding, hoe hoër sal die winsgewendheid wees. Organisasies behoort die waarde wat in langtermyn verhoudings gesetel is, te verstaan en hierdie waarde behoort bereken te word. Die berekening van die waarde van langtermyn verhoudings sal organisasies in staat stel om die waarde van bestaande kliënte te waardeer en die impak van die verlies van hierdie kliënte te kan begryp. Dit is krities belangrik vir enige organisasie om hoogs professionele en opgeleide personeel aan te stel wie aan kliënte se behoeftes kan voldoen op so 'n wyse dat die maksimum waarde van die verhouding ontgin word. In Absa se geval moet die verhoudingsbestuurders gereelde kontak met hulle kliënte hê en moet hulle die industriëe waarin hulle kliënte funksioneer, ten volle verstaan. Hulle moet ook 'n baie goeie produkkennis en 'n begrip van kliëntediens hê. Die navorsing wat vir hierdie verslag gedoen is, fokus op kliënte verhoudingsbestuur, kliëntediens en verhoudingsbemarking. Die verhoudingsbestuurmodel wat in die medium segment van Absa Korporatiewe en Besigheidsbank in die Weskaap geïmplementeer is asook die nuwe bedryfsmodel wat in April 2007 geïmplimenter is, is volledig ontleed. Verhoudingsbestuurders en kliënte het vraelyste voltooi wat gehandel het oor verhoudingsbestuur en die impak, indien enige, wat dit op kliëntediens gehad het . Gevolgtrekkings en aanbevelings is gedoen, gebaseer op die navorsing en bevindings wat gemaak is.
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Mavrothalassitis, Paul. "2016-12-31 Investigating the impact of employee motivation on the level of external customer service within Nedbank." Thesis, Stellenbosch : Stellenbosch University, 2010. http://hdl.handle.net/10019.1/80504.
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Thesis (MBA)--Stellenbosch University, 2010.The necessity for organisations to deliver exceptional service to customers remains a primary factor for sustainability. Organisations continuously seek differentiation from their competition to realise their strategic goals. The main aim of organisations is to satisfy their employees, customers, stakeholders and regulators, and in doing so they would continue to prosper and reflect a positive return on equity. Organisations strive to be market leaders in the area of customer service by ensuring that employees remain engaged and motivated at all times to ensure that a competitive advantage is evident. This study was conducted in the retail banking environment of Nedbank which investigated the link between employee motivation and how this would affect external customer service. The research results were illustrated by means of qualitative and qualitative measurement frameworks, thereby illustrating the effects of employee motivation on the levels of customer service. The study displays that employee motivation determines the outcome of service levels and the delivery of exceptional customer service by satisfied and informed employees.