Relevant bibliographies by topics / Customer Relationship Management (CRM)

Contents

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

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

Author: Grafiati
Published: 4 June 2021
Last updated: 25 July 2025

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

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Atul, Kumar, and Brar Vinaydeep. "Customer relationship management." Siddhant Management Journal 1, January (2010): 4–18. https://doi.org/10.5281/zenodo.6706622.

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<strong>Due to globalization, privatization and localization (LPG) of the world market the companies have been aware that, the customers are the king for their business. In present scenario the customer-facing has become a vital part to be a leader in the global market. Therefore, the customer relationship management (CRM) has become an important organizational strategy. CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization&#39;s current and retain the potential customers through the combines of people, process and technology.&nbs
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et al., Eltahir. "Comparative study of customer relationship management (CRM) and electronic customer relationship management (E-CRM)." International Journal of ADVANCED AND APPLIED SCIENCES 8, no. 7 (2021): 1–6. http://dx.doi.org/10.21833/ijaas.2021.07.001.

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Customer Relationship Management can have great help to different companies of different sizes as it offers direct relation with the efficient in organizing, disseminating, and establishing values. The current study is the investigation into and comparison of Customer Relationship Management (CRM) and Electronic Customer Relationship Management (E-CRM). The study also aims to compare CRM and ECRM. The study also aims at showing to what extent building good relationships with the customer is of great role to companies. The study reviewed the recent articles published in the international databa
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Rachmawati, Tita. "Kegunaan Customer Relationship Management (CRM)." Applied Business and Administration Journal 1, no. 2 (2022): 17–25. https://doi.org/10.62201/7ys3j579.

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In a competitive market competition, a company needs to maintain positive relationships with customers. This is because customers are the key to the success of a business, without customers, a business will not be possible to keep running. The existence of a good CRM (Customer Relationship Management) program can help companies provide satisfaction to customers. In this article, what we will find out is about the influence of CRM in maintaining and providing satisfaction to customers. In addition, CRM can also help companies increase market share, productivity, and superior employee morale by
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Kumar, 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 (2006): 63–72. http://dx.doi.org/10.1177/0970846420060306.

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Setyawati, Harini. "Customer Relationship Management yang Berkelanjutan." JURPIKAT (Jurnal Pengabdian Kepada Masyarakat) 5, no. 3 (2024): 881–88. http://dx.doi.org/10.37339/jurpikat.v5i3.1745.

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CRM (Customer Relationship Management) is a new approach to managing the relationship between companies and business customers, aiming to maximize communication, marketing, and added value for customers. By integrating company policies, processes, and strategies, CRM enables effective interaction with customers and management of customer information. The implementation of CRM typically utilizes information technology to attract and retain profitable customers. The primary objective of CRM in business is to enhance relationships with existing customers and provide comprehensive information to i
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Bhat, Suhail Ahmad, and Mushtaq Ahmad Darzi. "Customer relationship management." International Journal of Bank Marketing 34, no. 3 (2016): 388–410. http://dx.doi.org/10.1108/ijbm-11-2014-0160.

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Purpose – The purpose of this paper is to develop a comprehensive integrated model which helps in explaining the impact of Customer Relationship Management (CRM) dimensions (complaint resolution, customer knowledge, customer empowerment and customer orientation) on customer loyalty and competitive advantage of a bank. The study also explores the mediating role of customer loyalty in the relationship between CRM and competitive advantage in retail banking. Design/methodology/approach – The research is based on a theoretical model which consists of four CRM dimensions and two exogenous variables
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Sabina Siti Sholeha, Theresia Longga, and Muhammad Hilmana Chaska. "Penerapan Customer Relationship Management (CRM) di Alfamart." Inisiatif: Jurnal Ekonomi, Akuntansi dan Manajemen 4, no. 1 (2024): 187–91. https://doi.org/10.30640/inisiatif.v4i1.3481.

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Customer Relationship Management (CRM) is a strategic approach that companies use to manage interactions and relationships with customers. In Indonesia, Alfamart as one of the largest minimarket chains implements CRM to increase customer satisfaction, loyalty, and ultimately, increase sales. This study aims to analyze the implementation of CRM in Alfamart, as well as its impact on customer satisfaction and loyalty.
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N, Ms Kalpitha. "Customer Relationship Management (CRM)." International Journal for Research in Applied Science and Engineering Technology 6, no. 5 (2018): 1583–87. http://dx.doi.org/10.22214/ijraset.2018.5256.

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Haas, Alexander. "Customer Relationship Management (CRM)." Controlling 14, no. 3 (2002): 189–90. http://dx.doi.org/10.15358/0935-0381-2002-3-189.

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Rodhiah, Rodhiah, and Fion Jocelyn. "Implementation of Customer Relationship Management (CRM) in SME." International Journal of Social Science and Community Service 3, no. 2 (2025): 69–76. https://doi.org/10.70865/ijsscs.v3i2.71.

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Customer Relationship Management (CRM) is a strategy and technology used by companies to manage and strengthen relationships with customers. Customer Relationship Management (CRM) utilizes customer data and information to understand their needs and preferences. Hence, companies can provide better services, increase customer satisfaction, and achieve long-term business success. The business is engaged in the culinary field and is located in Batam. Currently, the business is facing challenges in implementing Customer Relationship Management. The purpose of this activity is to assist the business
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Dissertations / Theses on the topic "Customer Relationship Management (CRM)"

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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.

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Realizar una propuesta metodológica que permita analizar, diseñar e implementar una estrategia CRM en las empresas de servicios públicos de Mendoza.<br>Fil: Suárez, Néstor Mauricio. Universidad Nacional de Cuyo. Facultad de Ciencias Económicas.
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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.

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Simmons, Robert Lee. "The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, and Revenue." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1451.

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Given that analysts expect companies to invest $22 billion in Customer Relationship Management (CRM) systems by 2017, it is critical that leaders understand the impact of CRM on their bottom line. The purpose of this correlational study was to investigate potential relationships between the independent variables of customer satisfaction and CRM utilization on the dependent variable of business revenue. The service-profit chain formed the theoretical framework for this study. The study population included 203 service branches for an industrial equipment manufacturer in North America. The servic
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Zablah, Alex Ricardo. "A Communication Based Perspective on Customer Relationship Management (CRM) Success." Digital Archive @ GSU, 2006. http://digitalarchive.gsu.edu/marketing_diss/11.

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Although little empirical evidence exists to support this contention, the extant literature suggests that firms can potentially achieve two types of benefits from developing a CRM orientation: (1) increased efficiency in the allocation of resources destined for relationship building and maintenance activities, and (2) enhanced exchange relationship outcomes through the provision of superior customer value (Zablah, Bellenger, and Johnston 2004). This effort focused on the latter of these purported benefits and sought to answer the following two fundamental questions: (1) does a CRM orientation
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Lönnevik, 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.

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Bakgrund och problemdiskussion: Lyxvarumärkesföretag har börjat undersöka implementering av en strategi som erbjuder livslångt kundvärde. De har även visat intresse som tyder på att de vill tillämpa CRM-policys men är osäkra till hur stor del den går att tillämpa inom lyxindustrin. Vi har med inspiration från artikeln ”Is CRM for Luxury brands?” Cailleux, Mignot &amp; Kapferer (2009) konstaterat att det existerar ett problem med den traditionella CRM som inte förstår ”luxury management” och de exakta implikationerna. Då begreppet CRM anses vara otillräcklig samt bristande vid tillämpning på ly
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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.

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Frågeställning: På vilket sätt används CRM av Handelsbanken och hur påverkar det bankens lönsamhet? Syfte: Syftet med detta arbete är att kunna öka kunskapen om hur Handelsbanken tillämpar CRM och för att undersöka om användandet av CRM i bankens verksamhet är lönsamt eller inte. Metod: För att svara på studiens syfte blev en intervju utförd med Handelsbanken. Ännu en anledning till varför en intervju gjordes var på grund av att det var nödvändigt för att få det primärdata som behövdes och för att förstå hur banken använder sig utav CRM. Information blev även hämtat från olika källor såsom lit
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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.

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Mestrado em Ciências Empresariais<br>The 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 succe
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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.

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This study concerns the role of CRM in enhancing and maintaining fairness in relationships between a firm and its customers. This study has two aims. The first main aim of this research is to understand how customers form perceptions of unfairness of CRM by investigating the influence of CRM offerings on the advantaged and disadvantaged customers in the retailing sector. The second aim is to develop a comprehensive model of perceptions of unfairness in a CRM context and to empirically test the relationships between CRM offerings, relationship stage, inequality comparisons, negative inferences
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Esteves, 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.

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Mestrado em Gestão de Sistemas de Informação<br>Neste 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).
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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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Dissertação (mestrado) - Universidade Federal de Santa Catarina, Centro Tecnológico. Programa de Pós-Graduação em Engenharia de Produção.<br>Made available in DSpace on 2012-10-19T16:13:16Z (GMT). No. of bitstreams: 1 196384.pdf: 556481 bytes, checksum: 2c3076341a643811555d1aa323d1b61b (MD5)<br>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 t
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Books on the topic "Customer Relationship Management (CRM)"

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Schneider, Willy. Profitable Kundenorientierung durch Customer Relationship Management (CRM). Oldenbourg Wissenschaftsverlag GmbH, 2008. http://dx.doi.org/10.1524/9783486592832.

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Buttle, Francis A. Mid market CRM: Customer relationship excellence for mid sized enterprises. InsightExec Press, 2004.

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Mathena, Justin. Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management. Apress, 2009.

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Mathena, Justin. Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management. Apress, 2009.

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Aaron, Yetter, and Hostetler Hoss, eds. Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management. Apress, 2009.

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

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1948-, Stone Merlin, ed. CRM in financial services: A practical guide to making customer relationship management work. Kogan Page, 2002.

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Moosha, Gulycz, ed. Performance-driven CRM: How to make your customer relationship management vision a reality. Wiley, 2002.

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Jim, Steger, ed. Programming Microsoft Dynamics CRM 4.0. Microsoft Press, 2009.

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Michael, 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. Packt Pub., 2010.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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Gorobeţ, Ilinca. "Customer relationship management (CRM) banking." In International Scientific Conference “30 Years of Economic Reforms in the Republic of Moldova: Economic Progress via Innovation and Competitiveness”. Academy of Economic Studies of Moldova, 2022. http://dx.doi.org/10.53486/9789975155663.51.

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In a condition of fierce competition on the financial market, when banks are losing more and more of their market and customers, CRM banking presents itself as a personalized solution to this problem. The purpose of this research is to highlight the advantages of CRM banking for both the bank and the customer. Research methods will be description, comparison, synthesis. As a result, we will elucidate what CRM banking presents on the domestic market and in international practice.
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Džinić, 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.

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Customer Relationship Management (CRM) represents a broader business strategy designed to reduce costs and increase profitability by enhancing customer loyalty. CRM is a concept whose implementation leads to customer retention, increasing their number, as well as enhancing the quantity and quality of services provided to these customers. It is both a management philosophy and a methodology for conducting business with customers. The methodology of this paper is based on the analysis of empirical data gathered using a standardized questionnaire that was administered in a bank industry. The most
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Cui Wenjing and Cui Wenyi. "Customer Relationship Management (CRM) in insurance companies." In 2012 International Conference on Information Management, Innovation Management and Industrial Engineering (ICIII). IEEE, 2012. http://dx.doi.org/10.1109/iciii.2012.6339985.

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Hadadi, 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.

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

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Gillenson, Mark L. Sailor Relationship Management: The Use of Customer Relationship Management in Sailor Morale and Retention. Defense Technical Information Center, 2002. http://dx.doi.org/10.21236/ada405493.

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Fotabong, Lounarda, and Aurimas Baliukevičius. The Influence of Supply Chain Management on the Organizational Performance of Supermarket. Vilnius Business College, 2024. https://doi.org/10.57005/ab.2024.2.4.

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Despite the existence of Supply chain strategies put in place by Njeiforbi Supermarket to increase their performance there have still been faced with problems of stock-outs, low customer satisfaction, low profits and long lead times still hamper Njeiforbi Supermarket Buea. The main objective of the study is to investigate the effects of Supply chain management on Organisational performance of Supermarket in Buea case of Njeiforbi The research design adopted for this study was descriptive research survey. A stratified sampling technique was used for this study with a sample size of 35 responden
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Pasupuleti, Murali Krishna. Empathetic AI in Action: Transforming Customer Service with Emotional Intelligence. National Education Services, 2025. https://doi.org/10.62311/nesx/rr725.

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Abstract: This article explores the transformative impact of Emotionally Intelligent AI on customer service, focusing on how AI systems are designed to understand and respond to human emotions with empathy and precision. It delves into the core technologies, such as sentiment analysis, emotion recognition models, and reinforcement learning, that enable AI to provide emotionally aware interactions. Practical applications are discussed, including AI-powered customer support, personalized experiences, and crisis management solutions. The Article also covers the psychological foundations of AI-dri
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Arniella, Elio F. Evaluation of Smart Water Infrastructure Technologies (SWIT). Inter-American Development Bank, 2017. http://dx.doi.org/10.18235/0006353.

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The objective of this document is to present an assessment of the current situation in the application of Smart Water Infrastructure Technologies (SWIT) and to provide a summary of potential key recommendations for the integration of such technologies by water service providers in the Latin American and Caribbean region. Smart Water Infrastructure Technologies (SWIT) have the potential to contribute considerably to improved service delivery and efficiency. Those technologies include:Smart Metering (AMR/AMI), District Metered Areas (DMAs), Pressure Management, Active Leak Detection, Management
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LaRaine Ingram, Keisha. Applied Sales Predictive Analytics for Business Development. Vilnius Business College, 2024. http://dx.doi.org/10.57005/ab.2024.1.2.

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In the dynamic business environment, leveraging predictive analytics for sales optimization and business development has become crucial for achieving sustained growth. As the e-commerce landscape continues to evolve, many e-businesses must harness the power of predictive analytics to anticipate sales trends and optimize business development strategies. This paper explores the application of sales predictive analytics, focusing on its role in forecasting sales, optimizing resource allocation, and enhancing customer relationship management. The application of predictive analytics in sales foreca
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