Academic literature on the topic 'Customer Relationship Management (CRM)'
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Journal articles on the topic "Customer Relationship Management (CRM)"
Atul, Kumar, and Brar Vinaydeep. "Customer relationship management." Siddhant Management Journal 1, January (January 1, 2010): 4–18. https://doi.org/10.5281/zenodo.6706622.
Full textet al., Eltahir. "Comparative study of customer relationship management (CRM) and electronic customer relationship management (E-CRM)." International Journal of ADVANCED AND APPLIED SCIENCES 8, no. 7 (July 2021): 1–6. http://dx.doi.org/10.21833/ijaas.2021.07.001.
Full textKumar, M. P. Shiva. "Customer Relationship Management (CRM) - Retaining Customers." SEDME (Small Enterprises Development, Management & Extension Journal): A worldwide window on MSME Studies 33, no. 3 (September 2006): 63–72. http://dx.doi.org/10.1177/0970846420060306.
Full textSetyawati, Harini. "Customer Relationship Management yang Berkelanjutan." JURPIKAT (Jurnal Pengabdian Kepada Masyarakat) 5, no. 3 (July 29, 2024): 881–88. http://dx.doi.org/10.37339/jurpikat.v5i3.1745.
Full textBhat, Suhail Ahmad, and Mushtaq Ahmad Darzi. "Customer relationship management." International Journal of Bank Marketing 34, no. 3 (May 16, 2016): 388–410. http://dx.doi.org/10.1108/ijbm-11-2014-0160.
Full textSabina Siti Sholeha, Theresia Longga, and Muhammad Hilmana Chaska. "Penerapan Customer Relationship Management (CRM) di Alfamart." Inisiatif: Jurnal Ekonomi, Akuntansi dan Manajemen 4, no. 1 (December 6, 2024): 187–91. https://doi.org/10.30640/inisiatif.v4i1.3481.
Full textN, Ms Kalpitha. "Customer Relationship Management (CRM)." International Journal for Research in Applied Science and Engineering Technology 6, no. 5 (May 31, 2018): 1583–87. http://dx.doi.org/10.22214/ijraset.2018.5256.
Full textHaas, Alexander. "Customer Relationship Management (CRM)." Controlling 14, no. 3 (2002): 189–90. http://dx.doi.org/10.15358/0935-0381-2002-3-189.
Full textRodhiah, Rodhiah, and Fion Jocelyn. "Implementation of Customer Relationship Management (CRM) in SME." International Journal of Social Science and Community Service 3, no. 2 (February 8, 2025): 69–76. https://doi.org/10.70865/ijsscs.v3i2.71.
Full textDARA ANDRIANA, ANNA. "DEVELOPMENT OF CUSTOMER RELATIONSHIP MANAGEMENT APPLICATION USING DYNAMIC CRM FRAMEWORK." JSK (Jurnal Sistem Informasi dan Komputerisasi Akuntansi) 6, no. 2 (July 15, 2022): 1–5. http://dx.doi.org/10.56291/jsk.v6i2.82.
Full textDissertations / Theses on the topic "Customer Relationship Management (CRM)"
Suárez, Néstor Mauricio. "Estrategia CRM (Customer Relationship Management)." Master's thesis, Universidad Nacional de Cuyo. Facultad de Ciencias Económicas, 2011. http://bdigital.uncu.edu.ar/4481.
Full textFil: Suárez, Néstor Mauricio. Universidad Nacional de Cuyo. Facultad de Ciencias Económicas.
Дядечко, Алла Миколаївна, Алла Николаевна Дядечко, Alla Mykolaivna Diadechko, and G. Shaban. "Customer relationship management (crm) strategy." Thesis, Вид-во СумДУ, 2009. http://essuir.sumdu.edu.ua/handle/123456789/16796.
Full textSimmons, Robert Lee. "The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, and Revenue." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1451.
Full textZablah, Alex Ricardo. "A Communication Based Perspective on Customer Relationship Management (CRM) Success." Digital Archive @ GSU, 2006. http://digitalarchive.gsu.edu/marketing_diss/11.
Full textLönnevik, Helena, and Fiorella Piedra. "Luxury Customer Relationship Management : Customer loyalty through a luxury perspective." Thesis, Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-72857.
Full textBackground and problem discussion: Luxury brands have begun to explore the benefits of an approach to create lifelong customer value. They have also shown interest in implementing CRM policies but are unsure how suitable it is for their market. The article “Is CRM for luxury brands?” Cailleux, Mignot & Kapferer (2009) has been used as an inspiration in this study as the article has found that the existing traditional CRM does not understand "luxury management" and the precise implications, i.e., how luxury brands want to expand while maintaining their prestige. Since the concept of CRM is considered to be insufficient and inadequate for the purposes of luxury brands, we believe that CRM is not an optimal business strategy for the type of business. Purpose: The purpose with this study is to enhance and supplement the strategy CRM to meet the luxury industry needs. The ambition is to develop existing theory and create a model that is suitable for luxury brands. Further, the purpose is to clarify the differences between CRM and LCRM. Method: The paper is theoretically based with a qualitative approach with respondents in leader positions and extensive experience within the luxury industry. Conclusion: CRM is an insufficient strategy to apply for businesses within the luxury industry because it does not understand the platform of a luxury brand. The developed theory LCRM has been tested through an empiric study and has been verified as a suitable strategy to apply for luxury brands. Through an implementation of LCRM luxury brands can achieve a higher customer loyalty in the long run.
Salman, Kanbar Ahmad. "Handelsbankens användande av CRM -Är det lönsamt?" Thesis, Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-14998.
Full textResearch question: In which way does Handelsbanken use CRM and how does it affect their profitability? Purpose: The purpose of this study is to increase the knowledge of how Handelsbanken implements CRM and to examine if the implementation of CRM is profitable or not. Method: An interview with Handelsbanken was performed in order to answer the purpose of the study. Another reason why an interview was performed was because it was necessary to obtain primary data and to understand how the bank uses CRM. Information was also obtained by searching through different sources such as literature, internet, and databases. Conclusion: The conclusion of this study is that the use of CRM has been in favor for Handelsbanken. The bank has obtained more advantages than disadvantages using CRM because the bank has not experienced any disadvantages at all. The conclusion is therefore that CRM creates profitability and it is something that Handelsbanken should continue to use because it affects the company in a positive way.
Martins, Diana Tavares Grazina. "Factors that influence the success of customer relationship management adoption." Master's thesis, Instituto Superior de Economia e Gestão, 2013. http://hdl.handle.net/10400.5/5898.
Full textThe global market is constantly evolving which means companies need to continuously innovate their businesses and understand new ways to keep in touch with their customers. One way to do it is by resorting to Information Technologies (IT) such as Customer Relationship Management (CRM). This kind of information system allows companies to gather data from their customers and transform it into information they can use to better achieve any expectations their clients may have while engaging in closer relationships with them. However, not all companies can successfully adopt or implement a CRM system, and because of that, they may lose their investments or worse, their customers. The purpose of this research is to find an answer to the question – What factors can help companies adopt a successful CRM system? To answer it, it is necessary to understand what aspects marketing and information systems (IS) professionals think as essential to successfully adopt the system. To accomplish this, we build two instruments based on a previous work (Pedron, 2009) in which a set of fundamental objectives (23) and a set of means objectives (49) were identified as influencing factors of a successful CRM system adoption. Using a sample of about 200 professionals we applied Churchill’s (1979) recommendations regarding the item’s purification. All data gathered was analysed through exploratory factor analysis and, consequently, an output resulted with all the factors perceived as important by the professionals that can indeed help with the adoption of a CRM system. Although there are several studies about CRM adoption they are mainly exploratory. Indeed, no measures of CRM adoption success have been previously proposed. This study tries to fulfil this gap in the literature by proposing and validating two instruments for assessing the CRM adoption success.
O mercado mundial está em constante evolução, o que significa que as empresas necessitam de continuamente inovar os seus negócios e passar a entender novas formas para se manter em contato com os seus clientes. Uma forma de o fazer é através do recurso às Tecnologias de Informação (TI), como é o caso do Customer Relationship Management (CRM). Este tipo de sistema de informação permite que as empresas recolham dados dos seus clientes e transformem-nos em informação que poderão usar para conseguir atingir da melhor forma as suas expectativas, ao mesmo tempo que se tentam relacionar de forma mais estreita com estes. No entanto, nem todas as empresas conseguem adotar ou implementar um sistema de CRM com sucesso, e por isso, arriscam-se a perder investimentos ou pior, clientes. O objetivo deste trabalho é o de encontrar uma resposta para a pergunta - Quais os fatores que podem ajudar as empresas a adotar um sistema de CRM de sucesso? Para responder a essa questão, é necessário entender quais os aspetos que tanto profissionais de marketing como de sistemas de informação (SI) têm como essencial para adotar com sucesso o sistema. Para tal, vamos construir dois instrumentos com base num trabalho anterior (Pedron, 2009), no qual um conjunto de fundamental objectives (23) e um conjunto de mean objectives (49) foram identificados como fatores influenciadores para uma correta adoção do sistema CRM. Através de uma amostra de cerca de 200 profissionais utilizámos as recomendações de Churchill (1979) sobre a purificação de itens. Todos os dados recolhidos foram analisados por meio da análise fatorial exploratória, do qual resultou um output composto por todos os fatores percebidos como importantes pelos profissionais que podem realmente ajudar na adoção de um sistema de CRM. Embora haja vários estudos sobre a adoção de CRM estes são principalmente exploratórios. Ainda nenhuma forma de medição de sucesso da adoção do CRM foi até então proposta. Este estudo tenta preencher essa lacuna na literatura, propondo e validando dois instrumentos para avaliar o sucesso da adoção do CRM.
Nguyen, Bang Xuan. "Customer relationship management (CRM) and perceptions of unfairness." Thesis, Oxford Brookes University, 2009. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.532052.
Full textEsteves, Paulo Sérgio Filipe Mena. "Social CRM adoption in a higher education institution." Master's thesis, Instituto Superior de Economia e Gestão, 2012. http://hdl.handle.net/10400.5/10395.
Full textNeste estudo foi adoptada a definição proposta por Choy, et al. (2003) e Shaw (1999) onde o Customer Relationship Management é definido como o processo pelo qual uma empresa envereda por uma estratégia de procura de maximização da informação sobre os seus clientes num esforço para aumentar a sua lealdade e pronlogar a relação comercial. A Web 2.0 é o termo geralmente usado para descrever a chamada segunda geração da World Wide Web e está intimamente relacionado com o fenómeno da interacção e partilha de informação online (Barsky & Purdon, 2006). Com a evolução das tecnologias e da Web 2.0 começaram a haver mudanças no comportamento dos consumidores e na sua adopção a estas novas tecnologias tais como redes sociais, foruns, wikis, blogs, entre outros, tendo a Internet como base. Isto é importante, pois permite ás empresas juntar os seus dados sociais, ás informações já existentes nos seus sistemas de CRM, a isto chama-se CRM Social. Define-se como uma filosofia e uma estratégia de negócio, suportada por uma plataforma tecnológica, regras de negócio e caracteristicas sociais, desenhada de forma a empreender conversas colaborativas com os seus clientes (Greenberg, 2010). Neste estudo discute-se a adopção de uma instituição de ensino superior ao CRM Social. Para desenvolver este estudo foi efectuado um método de case study para perceber quais os grandes objectivos inerentes à sua adopção, e se estão de acordo com o estudado por (Greenberg, 2010).
In this study, we adopted the definition proposed by Choy, et al (2003) and Shaw (1999) where Customer Relationship Management is defined has the process which a company decides to invest in a strategy to maximize the information search about their customers in order to increase customer loyalty and to prolong their commercial relationship. Web 2.0 is the term generally used to describe the second generation from the World Wide Web and it is related to the phenomenon of interacting and sharing information online (Barsky & Purdon, 2006). With the evolution of technologies and the Web 2.0, there were changes in customer behavior and people?s adoption to these new technologies, such as social networks, forums, wikis, blogs and others having the internet as its base. This is important for companies to understand in order to add their social information to their CRM information, this is called Social CRM. It is defined as a philosophy and a business strategy, supported by technology platform, business rules, processes and social characteristics, designed to engage customers in collaborative conversations (Greenberg, 2010). This study discusses the adoption of a higher education institution to Social CRM. To develop this study, a case study method was adopted to investigate what were the main objectives behind this adoption and if they are aligned with the definitions studied by (Greenberg, 2010).
Simões, Ana Elizabeth. "Gestão de relacionamento com base no CRM - Customer Relationship Management." Florianópolis, SC, 2002. http://repositorio.ufsc.br/xmlui/handle/123456789/82564.
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Este estudo visa conhecer as possíveis utilizações do CRM-Customer Relation ship Management - na empresa Datasul - em Joinville (SC). Esta empresa domina hoje o mercado denominado "middle market", com as mais diversas ferramentas de apoio a operações tanto no back office quanto no front office. Propõe também analisar o modo como a Datasul efetivamente se orienta ao cliente, gerenciando seu ciclo de vida, e até onde está comprometida com este gerenciamento na tecnologia e no processo com clientes potenciais. Além disso, visa verificar o comprometimento desta empresa com clientes e parceiros de negócios por meio do Marketing de Relacionamento e em que nível de estágio encontra-se atualmente este gerenciamento de acordo com a capacidade de organização da Datasul.
Books on the topic "Customer Relationship Management (CRM)"
Schneider, Willy. Profitable Kundenorientierung durch Customer Relationship Management (CRM). München: Oldenbourg Wissenschaftsverlag GmbH, 2008. http://dx.doi.org/10.1524/9783486592832.
Full textButtle, Francis A. Mid market CRM: Customer relationship excellence for mid sized enterprises. Kettering: InsightExec Press, 2004.
Find full textMathena, Justin. Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management. Berkeley, CA: Apress, 2009.
Find full textMathena, Justin. Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management. Berkeley, CA: Apress, 2009.
Find full textAaron, Yetter, and Hostetler Hoss, eds. Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management. Berkeley, CA: Apress, 2009.
Find full textGoldenberg, Barton J. CRM in real time: Empowering customer relationships. Medford: CyberAge Books, 2008.
Find full text1948-, Stone Merlin, ed. CRM in financial services: A practical guide to making customer relationship management work. London: Kogan Page, 2002.
Find full textMoosha, Gulycz, ed. Performance-driven CRM: How to make your customer relationship management vision a reality. Chichester: Wiley, 2002.
Find full textJim, Steger, ed. Programming Microsoft Dynamics CRM 4.0. Redmond, Wash: Microsoft Press, 2009.
Find full textMichael, Weigl, Bull Tim, and ebrary Inc, eds. Oracle Siebel CRM 8 installation and management: Install, configure, and manage a robust customer relationship management system using Siebel CRM. Birmingham, U.K: Packt Pub., 2010.
Find full textBook chapters on the topic "Customer Relationship Management (CRM)"
Buttle, Francis, and Stan Maklan. "Implementing CRM." In Customer Relationship Management, 397–421. Fourth Edition. | New York : Routledge, 2019. | Revised edition of the authors’ Customer relationship management, 2015.: Routledge, 2019. http://dx.doi.org/10.4324/9781351016551-19.
Full textPrior, Daniel D., Francis Buttle, and Stan Maklan. "Implementing CRM." In Customer Relationship Management, 299–318. 5th ed. London: Routledge, 2023. http://dx.doi.org/10.4324/9781003295150-18.
Full textSchulze, Jens. "Customer Relationship Management." In CRM erfolgreich einführen, 7–24. Berlin, Heidelberg: Springer Berlin Heidelberg, 2002. http://dx.doi.org/10.1007/978-3-642-56138-2_2.
Full textButtle, Francis, and Stan Maklan. "Introduction to CRM." In Customer Relationship Management, 3–26. Fourth Edition. | New York : Routledge, 2019. | Revised edition of the authors’ Customer relationship management, 2015.: Routledge, 2019. http://dx.doi.org/10.4324/9781351016551-2.
Full textKehl, Roger E., and Bernd J. Rudolph. "Warum CRM-Projekte scheitern." In Customer Relationship Management, 253–73. Berlin, Heidelberg: Springer Berlin Heidelberg, 2001. http://dx.doi.org/10.1007/978-3-642-56552-6_11.
Full textZipser, Andreas. "Business Intelligence im CRM." In Customer Relationship Management, 35–57. Berlin, Heidelberg: Springer Berlin Heidelberg, 2001. http://dx.doi.org/10.1007/978-3-642-56552-6_2.
Full textSchwetz, Wolfgang. "CRM — Aufbau und Funktionen." In Customer Relationship Management, 109–39. Wiesbaden: Gabler Verlag, 2001. http://dx.doi.org/10.1007/978-3-322-89528-8_7.
Full textSchwetz, Wolfgang. "CRM — Aufbau und Funktionen." In Customer Relationship Management, 107–35. Wiesbaden: Gabler Verlag, 2000. http://dx.doi.org/10.1007/978-3-322-92002-7_7.
Full textPrior, Daniel D., Francis Buttle, and Stan Maklan. "Current Developments in CRM." In Customer Relationship Management, 321–28. 5th ed. London: Routledge, 2023. http://dx.doi.org/10.4324/9781003295150-20.
Full textPrior, Daniel D., Francis Buttle, and Stan Maklan. "An Introduction to CRM." In Customer Relationship Management, 3–25. 5th ed. London: Routledge, 2023. http://dx.doi.org/10.4324/9781003295150-2.
Full textConference papers on the topic "Customer Relationship Management (CRM)"
Jankova, Liga, and Andrejs Lazdins. "CUSTOMER RELATIONSHIP MANAGEMENT IN LATVIA." In 24th SGEM International Multidisciplinary Scientific GeoConference 2024, 451–60. STEF92 Technology, 2024. https://doi.org/10.5593/sgem2024/5.1/s21.58.
Full textAcharjee, Purnendu Bikash, Harshal Anil Salunkhe, Srushti Thorat, Rakshanda Dhote, Panjari Khnbhadiya, Aryan Manchanda, and Nishtha Sharma. "Artificial Intelligence (AI) in CRM (Customer Relationship Management): A Sentiment Analysis Approach." In 2024 International Conference on Trends in Quantum Computing and Emerging Business Technologies (TQCEBT), 1–5. IEEE, 2024. http://dx.doi.org/10.1109/tqcebt59414.2024.10545168.
Full textSathyavani, Bandela, Nalla Bala Kalyan, Diwakar Reddy Peddinti, Karthick R, Varsha Bihade, and Anil Tiwari. "Next-Generation CRM: AI, IoT, and the Future of Customer Relationship Management." In 2025 International Conference on Pervasive Computational Technologies (ICPCT), 912–16. IEEE, 2025. https://doi.org/10.1109/icpct64145.2025.10940899.
Full textJohrawanshi, Anjani, Priti Verma, Hemant Vyas, Manish Gupta, Santosh Kumar, and Ankur Pandey. "Optimizing Customer Relationship Management (CRM) Based on Machine Learning-Based Churn Prediction Models." In 2024 International Conference on Communication, Control, and Intelligent Systems (CCIS), 1–6. IEEE, 2024. https://doi.org/10.1109/ccis63231.2024.10932133.
Full textGupta, Anuradha, Amit Kumar Bhanja, Nasa Dhanraj, Jyoti Kumar Chandel, and Monalisha Patel. "Is Artificial Intelligence Transforming the CRM (Customer Relationship) Experience? An Empirical Study in Indian Retail Industry." In 2024 International Conference on Intelligent & Innovative Practices in Engineering & Management (IIPEM), 1–6. IEEE, 2024. https://doi.org/10.1109/iipem62726.2024.10925741.
Full textQuispe, Juan Ríos, Gabriele Villanueva Parasi, and Mercedes Elena Cano Lazarte. "Application of the Customer Relationship Management (CRM) tool, the ABC method, and the implementation of the Scrum methodology to increase the sales of a small outdoor advertising company." In 2024 Congreso Internacional de Innovación y Tendencias en Ingeniería (CONIITI), 1–6. IEEE, 2024. https://doi.org/10.1109/coniiti64189.2024.10854825.
Full textGorobeţ, Ilinca. "Customer relationship management (CRM) banking." In International Scientific Conference “30 Years of Economic Reforms in the Republic of Moldova: Economic Progress via Innovation and Competitiveness”. Academy of Economic Studies of Moldova, 2022. http://dx.doi.org/10.53486/9789975155663.51.
Full textDžinić, Tanja, Aleksandra Perić, Slavica Mitrović-Veljković, Stevan Milisavljević, and Đorđe Ćelić. "Customer relationship management in the banking sector." In XIX International May Conference on Strategic Management – IMCSM24 Proceedings. University of Belgrade, Technical Faculty in Bor, 2024. http://dx.doi.org/10.5937/imcsm24047d.
Full textCui Wenjing and Cui Wenyi. "Customer Relationship Management (CRM) in insurance companies." In 2012 International Conference on Information Management, Innovation Management and Industrial Engineering (ICIII). IEEE, 2012. http://dx.doi.org/10.1109/iciii.2012.6339985.
Full textHadadi, Kiandokht, and Mahmoud Khalid Almsafir. "The Relationship between Mobile Marketing and Customer Relationship Management (CRM)." In 2014 3rd International Conference on Advanced Computer Science Applications and Technologies (ACSAT). IEEE, 2014. http://dx.doi.org/10.1109/acsat.2014.18.
Full textReports on the topic "Customer Relationship Management (CRM)"
Gillenson, Mark L. Sailor Relationship Management: The Use of Customer Relationship Management in Sailor Morale and Retention. Fort Belvoir, VA: Defense Technical Information Center, August 2002. http://dx.doi.org/10.21236/ada405493.
Full textFotabong, Lounarda, and Aurimas Baliukevičius. The Influence of Supply Chain Management on the Organizational Performance of Supermarket. Vilnius Business College, December 2024. https://doi.org/10.57005/ab.2024.2.4.
Full textPasupuleti, Murali Krishna. Empathetic AI in Action: Transforming Customer Service with Emotional Intelligence. National Education Services, March 2025. https://doi.org/10.62311/nesx/rr725.
Full textArniella, Elio F. Evaluation of Smart Water Infrastructure Technologies (SWIT). Inter-American Development Bank, May 2017. http://dx.doi.org/10.18235/0006353.
Full textLaRaine Ingram, Keisha. Applied Sales Predictive Analytics for Business Development. Vilnius Business College, September 2024. http://dx.doi.org/10.57005/ab.2024.1.2.
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