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

Author: Grafiati

Published: 4 June 2021

Last updated: 25 July 2025

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1

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'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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DARA ANDRIANA, ANNA. "DEVELOPMENT OF CUSTOMER RELATIONSHIP MANAGEMENT APPLICATION USING DYNAMIC CRM FRAMEWORK." JSK (Jurnal Sistem Informasi dan Komputerisasi Akuntansi) 6, no. 2 (2022): 1–5. http://dx.doi.org/10.56291/jsk.v6i2.82.

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In the development of technology, currently it has covered all fields, including in the business field. Customer Relationship Management (CRM) is approach used by companies in fostering good relationships with customers. Managing relationships with customers has been proven to increase the company's income and can meet customer satisfaction, so that customers become loyal customers. The purpose of this CRM application is to attract as many new customers as possible, as well as retain old customers and increase customer loyalty. In CRM, companies and customers will benefit. The company will get

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

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

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Kumar, Pushpender, and Anupreet Kaur Mokha. "Electronic Customer Relationship Management (E-CRM) and Customer Loyalty." International Journal of E-Business Research 18, no. 1 (2022): 1–22. http://dx.doi.org/10.4018/ijebr.293292.

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This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had

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Erlinda, Erlinda, Elgamar Syam, and Sri Chairani. "PERANCANGAN APLIKASI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) UNTUK MENINGKATKAN LAYANAN PELANGGAN PADA TOKO UNFORGIVN TOXIC FASHION LUBUK ALUNG." JURNAL TEKNOLOGI DAN OPEN SOURCE 3, no. 2 (2020): 202–14. http://dx.doi.org/10.36378/jtos.v3i2.699.

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A study has been done on the sales Unforgivn Toxic Fashion store regarding application development Management Customer Relationship (CRM) with the use of the website. Management Customer Relationship (CRM) is one type of management that specifically discusses the theory about the handling of the relationship between the company and its customers with the aim of increasing the company's value in the eyes of its customers. today many companies are using Management Customer Relationship (CRM) to build customer relationships. by utilizing Management Customer Relationship (CRM), companies will know

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Nopianti, Rosmita, Rosa Eka Putri, Putri Anggraini Alfitrah, and Satrio Bimo Syahputro. "Penerapan Customer Relationship Management Terhadap Kepuasan Pelanggan Pada Laundry Sabana Tanjungpinang." Jurnal Sutasoma 2, no. 1 (2023): 10–18. http://dx.doi.org/10.58878/sutasoma.v2i1.251.

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Customer Relationship Management (CRM) is a long-term business strategy aimed at building and maintaining strong relationships with customers. Through the effective implementation of Customer Relationship Management (CRM), customer satisfaction can be enhanced. This research aims to evaluate the utilization of Customer Relationship Management (CRM) in Sabana Laundry business with the objective of improving customer satisfaction. The respondents in this study are customers of Sabana Laundry, selected through purposive sampling method. Data analysis is conducted using qualitative analysis method

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Asiyah, Siti. "CUSTOMER INTIMACY VALUE STRATEGY BY IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT." Journal of Applied Management and Business (JAMB) 1, no. 1 (2020): 1–9. http://dx.doi.org/10.37802/jamb.v1i1.58.

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This article talks about a lot of systems to transform customers into resources proposed for organizations while making faithful customers. The technique that is the focal point in this article is customer Relationship Management (CRM). This is on the grounds that without a CRM system, organizations neglect to reap the advantages of CRM. CRM is fundamentally significant for the organization's future. CRM innovation empowers organizations to all the more likely comprehend customer conduct, foresee their conduct later on, give altered customer encounters, and assemble long haul customer connecti

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Ryals, Lynette. "Making Customer Relationship Management Work: The Measurement and Profitable Management of Customer Relationships." Journal of Marketing 69, no. 4 (2005): 252–61. http://dx.doi.org/10.1509/jmkg.2005.69.4.252.

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Customer relationship management (CRM) is perceived to be failing, and there is an urgent need for some practical ways to address this issue. The research presented in this article demonstrates that the implementation of CRM activities delivers greater profits. Using calculations of the lifetime value of customers in two longitudinal case studies, the research finds that customer management strategies change as more is discovered about the value of the customer. These changes lead to better firm performance. The contribution of this article is to show that CRM works and that a relatively strai

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Pashaie, Sajjad, Fatemeh Abdavi, Geoff Dickson, and Romina Habibpour. "SPORT CUSTOMER RELATIONSHIP MANAGEMENT, COMPETITIVE ADVANTAGE, SATISFACTION, LOYALTY, AND COMPLAINT MANAGEMENT." Kinesiologia Slovenica 28, no. 1 (2022): 122–40. http://dx.doi.org/10.52165/kinsi.28.1.122-140.

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Customer relationship management (CRM) in sports venues is a strategy for interacting with customers and managing the activities necessary for an effective and enduring customer relationship. This study investigates the impact of CRM on loyalty and the moderating role of reducing customer complaints. Data were collected from clients of sports venues (n=384). The structural equation method surveyed the effect of variables and the PLS Smart Partial Least Squares Approach analyzed the patterns. The Hayes process examined the moderating effect of customer complaints reduction. Findings showed that

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Permana, Herman, and Martinus Tukiran. "IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN MODERN MARKETING MANAGEMENT (LITERATURE REVIEW)." International Journal of Multidisciplinary Research and Literature 3, no. 6 (2024): 768–78. https://doi.org/10.53067/ijomral.v3i6.274.

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This study discusses the implementation of Customer Relationship Management (CRM) in modern marketing management, focusing on the application of technology and its impact on the relationship between companies and customers. CRM is crucial in enhancing customer satisfaction, reinforcing loyalty, and facilitating personalization in marketing. Numerous studies in the past five years indicate that big data, artificial intelligence (AI), and cloud computing significantly enhance customer data collection and analysis, enabling companies to deliver more accurate and efficient services. However, the m

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Alryalat, Haroun, and Samer Al Hawari. "Towards Customer Knowledge Relationship Management: Integrating Knowledge Management and Customer Relationship Management Process." Journal of Information & Knowledge Management 07, no. 03 (2008): 145–57. http://dx.doi.org/10.1142/s0219649208002020.

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Due to the strong competition that exists among organisations and the rapid change in the business environment, knowledge has turned out to become a key source for organisations to enhance the competitive advantage. Integrating Knowledge Management (KM) and Customer Relationship Management (CRM) process is a new research area, therefore, scientific research and literature around it remain limited. In addition, the impact of KM process on customer acquisition, retention, and expansion to improve customer satisfaction remains under study and report. The aim of this paper is to present a conceptu

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Singh, Jagwinder, and Shivani Saini. "Importance of CEM in CRM-CL framework." Journal of Modelling in Management 11, no. 1 (2016): 91–115. http://dx.doi.org/10.1108/jm2-05-2014-0038.

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Purpose – The purpose of this paper is to propose a model to understand the role of customer relationship management efforts in building, sustaining and enhancing customer loyalty (CL). Design/methodology/approach – This paper reviews extant literature in customer relationship management (CRM), customer experience management (CEM) and CL, with a particular emphasis on exploring the relationships between these proposed domains. Findings – The CRM efforts, customer acquisition, retention and experience, are suggested to have positive influence on attitudinal and behavioural loyalty. A model for

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C, Jothi Baskara Mohan, and Jegadeeshwari P. "Contemporary Issues and Futuristic Trends in Retail Banking Management." Shanlax International Journal of Management 6, S1 (2019): 83–89. https://doi.org/10.5281/zenodo.2567697.

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n the Arena of retail banking scenario, the customers’ expectations are boundless and they look for many factors like appropriateness and accuracy of accounting and reporting norms, speed of service, returns or yield on deposits, cost of processing, facilities, ambience of the environment, procedures and case of process, security aspects and relationship of the people. For fulfilling the ever-growing expectations of the customers, the role of Electronic Customer Relationship Management (ECRM) becomes very important. E-CRM, if implemented and integrated correctly, can help significantly i

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Santari, Ni Putu Nita, I. Wayan Suartina, and I. Made Astrama. "Pengaruh Customer Relationship Management dan Kepuasan terhadap Loyalitas Nasabah LPD Desa Adat Anggungan di Badung." Widya Amrita 1, no. 1 (2021): 381–93. http://dx.doi.org/10.32795/widyaamrita.v1i1.1187.

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The LPD is a village economic institution that is used to collect and distribute funds in general as well as a source of development financing in almost all parts of customary village areas in Bali. Savings customers are the top priority of the LPD in the customary village of Anggungan to create Loyalty. In creating customer satisfaction and loyalty, the LPD in the customary village of Anggungan is required to implement a good and appropriate strategy, namely Customer Relationship Management (CRM) to increase customer satisfaction and loyalty. The purpose of this study to analyze the effect pa

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Nailan, Ni'mah Sinaga Chuzaimah Batubara. "Peningkatan Kualitas Pelayanan di BNI Syariah Dengan Pendekatan Customer Relationship Management (CRM)." Madani: Jurnal Ilmiah Multidisiplin 1, no. 6 (2023): 811–18. https://doi.org/10.5281/zenodo.8151608.

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<em>With the aim of increasing business value for customers, Customer Relationship Management System (CRM) focuses on the theory of business-customer relationship management. You can also think of this as an integrated computer system, which monitors the activity of the company before and after the sale. This study examines the growth and application of CRM in the Indonesian banking sector. The task of this research is to provide a deeper understanding of the application of CRM in BRI sharia banks by examining various available research sources and literature. We conducted research on BRI Shar

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Nurivan Rizky, Amalia Salsabila Ariyanto, Nur Diana Fahma Salsabila, Muhammad Rizalul Wakhid, and Yusuf Amrozi. "Sumbangsih Customer Relationship Management Dalam Menciptakan Customer Intimacy." SKETSA BISNIS 10, no. 2 (2023): 154–65. http://dx.doi.org/10.35891/jsb.v10i2.3502.

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English Version To achieve success in today's dynamic business era, it is important to shift from a product focus to a customer focus. Companies can better understand customers, provide more personalized service, and build communication through a Customer Relationship Management (CRM) approach. This concept aims to achieve Customer Intimacy, namely a close relationship with customers based on a deep understanding of customer needs. Using qualitative descriptive methods, this research reviews literature on CRM and Customer Intimacy. The results show that salespeople's strategies for attracting

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Baek, Da Jeong, and Kyoung In Cho. "A Study on the Financial Institution's Customer Relationship Management (CRM) System." Research Society of Language and Literature 3, no. 4 (2015): 1–10. http://dx.doi.org/10.21594/itma.2015.3.4.10.

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Several companies and organizations have welcomed the Big Data era has given rise to the need to more systematically manage their customers a diverse and fragmented. In this paper, we further customer recognition and management method for managing existing customer needs, the present invention relates to a CRM marketing strategies of financial institutions through customer segmentation. What was the introduction of CRM, looked out for sure what the process had been developed to better understand the CRM through the company's customer management change. Looked out of the CRM practice at the ban

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Badawi, Badawi, and Muafi Muafi. "Boosting customer loyalty through marketing distribution, customer experience management and customer relationship management." Acta logistica 11, no. 03 (2024): 441–49. http://dx.doi.org/10.22306/al.v11i3.530.

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This study aims to analyze the effect of marketing distribution on customer experience management (CEM), customer relationship management (CRM), and customer loyalty. This study also analyzes the effect of CEM and CRM on customer loyalty. This study uses quantitative methods with a population of all BPRS (Sharia People's Financing Bank) customers in the Cirebon area, West Java. The sample in this study was taken through the purposive sampling method regarding sampling criteria tailored to the research objectives. From the sampling process, we obtained 185 respondents who met the criteria and b

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Kaoud, Menatalla. "Investigation of Customer Knowledge Management." International Journal of Service Science, Management, Engineering, and Technology 8, no. 2 (2017): 12–22. http://dx.doi.org/10.4018/ijssmet.2017040102.

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This article examines the Customer Knowledge Management (CKM) as an integration between the approaches of Knowledge Management (KM) and Customer Relationship Management (CRM). In the context of CRM, three types of knowledge flows play a critical role in the interaction between the organization and its customers: “Knowledge for Customers”, “Knowledge from Customers”, and “Knowledge about Customers”. A central question address here from a resource-based perspective is: How these customer knowledge flows are used through CRM business processes to improve effectiveness? Adopting a case study metho

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Shea, Timothy, Ahern Brown, D. Steven White, Catherine Curran-Kelly, and Michael Griffin. "Customer Relationship Management (CRM) Metrics." International Journal of Enterprise Information Systems 2, no. 3 (2006): 1–9. http://dx.doi.org/10.4018/jeis.2006070101.

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Chen, Injazz J., and Karen Popovich. "Understanding customer relationship management (CRM)." Business Process Management Journal 9, no. 5 (2003): 672–88. http://dx.doi.org/10.1108/14637150310496758.

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Ramamoorthy, S. "Customer Relationship Management (CRM) - An Overview." Shanlax International Journal of Economics 8, no. 2 (2020): 82–88. http://dx.doi.org/10.34293/economics.v8i2.2099.

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CRM is a business technology that aids in the understanding, improvement, and management of an organization’s customer relationship and engagement. It’s a marketing strategy that focuses on customer retention and acquisition. CRM is critical in all major businesses, including education, finance, automobiles, and healthcare. CRM delivers important business solutions such as sales management, inventory management, channel network management, and service, among others. The aim and importance of CRM, information technology and CRM, face-to-face CRM, the benefits and drawbacks of CRM, adopting CRM,

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Daniels, Martyn. "Customer Relationship Management (CRM): Profiting from today's customers." Serials: The Journal for the Serials Community 14, no. 3 (2001): 245–49. http://dx.doi.org/10.1629/14245.

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Inayatulloh, Inayatulloh, and Andi Sukandi. "Perancangan Aplikasi E-CRM Pada PT Manfuku Sejahtera Indonesia." ComTech: Computer, Mathematics and Engineering Applications 1, no. 1 (2010): 88. http://dx.doi.org/10.21512/comtech.v1i1.2198.

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The purpose of this research is to build an electronic Customer Relationship Management applications based computer by using Internet technology to enhance customer relationships. The research method is to do with company business process analysis in maintaining relationships with customers and develop computer-based applications that support enterprise business processes. In analyzing the company's business processes carried out several activities with the company to get the information required and the design of applications that will be built in accordance with needs. The conclusion the imp

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

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

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Prosarani, Ariadna. "Implementasi Customer Relationship Management pada Platform Bisnis Wordpress." Applied Business and Administration Journal 1, no. 2 (2022): 81–88. https://doi.org/10.62201/ewr98z13.

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Along with the times in this era of globalization, business growth and development is getting faster. Lots of new companies are present around the community. In order to continue to survive in business competition, companies must quickly adapt to the current market conditions. Under these conditions, companies can not only rely on the products produced and offered to customers, but also have to build good relationships with all of their customers. Good relationships such as services and products that are in accordance with the needs and desires of consumers will give a feeling of satisfaction

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Monicha Ayu Maulani and Sukaris. "PENERAPAN CRM (CUSTOMER RELATIONSHIP MANAGEMENT) PADA MITRA KELOMPOK TANI PT. PERMANA SIDAT INDONESIA." Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis 1, no. 3 (2021): 17–24. http://dx.doi.org/10.55606/jaem.v1i3.3.

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Currently, developments in the increasingly advanced business world have led to increasingly fierce competition. One way to maintain the survival of the company is to maintain good relationships with customers. Because from research results retaining existing customers is much easier than getting new customers. Very tight business competition will really require strategic steps to deal with it. Old customers must be maintained by paying attention to all customer needs and also satisfying customer service. For new customers, efforts are made to become regular customers, by building relationship

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

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

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Afnita, Dwi, Fauriatun Helmiah, and Nurul Rahmadani. "PERANCANGAN E-CRM PENJUALAN PRODUK PADA KAKA COLLECTION." JUTSI (Jurnal Teknologi dan Sistem Informasi) 3, no. 1 (2023): 17–24. http://dx.doi.org/10.33330/jutsi.v3i1.2040.

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Abstact : Kaka Collection is a business engaged in the business of selling various kinds of fashion products such as, children's clothing, women's clothing, adult pants, men's pants. In maintaining a more advanced competitiveness, the company must continue to develop technology, another thing that needs to be considered in making the company more advanced is the relationship with customers which is also an important thing to always maintain. In an effort to manage good relationships with potential customers and customers, companies use Customer Relationship Management (CRM). CRM is a service t

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Sri, Apriliyanti, Ilyas, and Fadhlia. "Customer Relationship Management (CRM) Strategy in an Effort to Maintain Customer Loyalty in Telkomsel Palu Branch." International Journal of Social Science and Human Research 07, no. 10 (2024): 7973–76. https://doi.org/10.5281/zenodo.14029086.

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Building and maintaining good relationships with customers is one way to maintain the survival of the company. Customer Relationship Management is a disciplined approach to developing and maintaining profitable customer relationships. One thing that can be done to maintain customer loyalty and increase profits is to improve the quality of service through the concept of CRM strategy. Therefore, the purpose of this study is to determine the CRM strategy carried out by Telkomsel Branch Palu in an effort to maintain customer loyalty. This study is qualitative in nature using data collection techni

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

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

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Khasawneh, Rawan, and Emad Abu-Shanab. "Electronic Customer Relationship Management (e-CRM) in Jordan." International Journal of Technology Diffusion 3, no. 3 (2012): 36–46. http://dx.doi.org/10.4018/jtd.2012070104.

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The continuous and rapid development of information and communication technology (ICT) influenced the operations and services provided by the banking sector. Many financial institutions adopted the “customer is king\queen” strategy by changing their business environment, making use of various types of ICT to their relationship with their customers. One of the major new trends is the concept of e-CRM, which defines an improved relationship with customers utilizing the Internet, web browsers, and other web application. E-CRM is making customer service more effective and efficient. This paper aim

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Choirulloh, Alif, Ariyanti Martina Waruwu, Bagas Prastowo, Pasrah Telaumbanua, and Yulianto Yulianto. "Pengaruh Customer Relationship Management (CRM) dan Promosi terhadap Loyalitas Pelanggan XL Axiata." SCIENTIFIC JOURNAL OF REFLECTION : Economic, Accounting, Management and Business 8, no. 1 (2025): 111–18. https://doi.org/10.37481/sjr.v8i1.1017.

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Customer Loyalty is one of the challenges for telecommunication companies, including XL Axiata. In a highly competitive industry, companies need to implement effective strategies to maintain customer loyalty. Two strategies that can be adopted are Customer Relationship Management (CRM) and promotion. CRM helps companies build long-term relationships with customers, while promotions drive loyalty and increase customer engagement. This study aims to explore the role of these two factors in increasing customer loyalty at XL Axiata. Data was collected through questionnaires distributed to students

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Riha Fitria Ardelia, Adelia Eka Putri, Shivva Amalia Khoiralla, and I.G.N. Andhika Mahendra. "Memaksimalkan Potensi Crm: Panduan Praktis Untuk Meningkatkan Kinerja Bisnis." Jurnal Manajemen Bisnis Digital Terkini 1, no. 3 (2024): 194–202. http://dx.doi.org/10.61132/jumbidter.v1i3.208.

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In an increasingly competitive business environment, Customer Relationship Management (CRM) is a strategic key for companies in maintaining customer satisfaction and improving performance. This article aims to investigate the influence of CRM on customer satisfaction and company performance to improve business performance. A qualitative approach is used to explore the complex interactions between Customer Relationship Management, customer satisfaction, and company performance from an in-depth perspective. Meanwhile, the literature study method is used to analyze various theories, models and re

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Mujio Mukmin, Toto, Rodhiah Rodhiah, Wasino Wasino, et al. "Marketing Strategy Based on CRM (Customer Relationship Management) at PT. Great Food Prosperity in Tangerang City." International Journal of Social Science Research and Review 4, no. 5 (2021): 26–35. http://dx.doi.org/10.47814/ijssrr.v4i5.141.

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This study aims to produce a marketing model design based on CRM (Customer Relationship Management), in establishing long-term relationships with retailers and in increasing customer loyalty. The case study was conducted at PT Jaya Pangan Makmur which is engaged in the coffee business with the Harum Sweet brand. The implementation method with literature study, secondary and primary data was carried out to produce a model. The results of the activity show the marketing strategy design model based on CRM (Customer Relationship Management), in establishing long-term relationships with retailers,

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Santosh, Dr Indu. "The Role of Customer Relationship Management (CRM) in Improving Customer Retention." International Scientific Journal of Engineering and Management 04, no. 06 (2025): 1–7. https://doi.org/10.55041/isjem03975.

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Abstract: The study examines the role of Customer Relationship Management (CRM) in enhancing customer retention, especially in competitive markets where retaining customers is more cost-effective than acquiring new ones. Using a mixed-methods approach—combining literature review, surveys, and interviews—it explores CRM’s evolution from relationship marketing and its key components: operational, analytical, and collaborative CRM. Findings show that strategic CRM implementation positively impacts customer retention by enabling personalized interactions, data-driven decisions, and proactive engag

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Paliouras, Konstantinos, and Kerstin V. Siakas. "Social Customer Relationship Management: A Case Study." International Journal of Entrepreneurial Knowledge 5, no. 1 (2017): 20–34. http://dx.doi.org/10.1515/ijek-2017-0002.

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Abstract Social Customer Relationships Management (CRM) is a current business trend providing new channels of two-way communication with customers through social media sites, such as Facebook, Twitter etc. Social CRM enables companies to interact in an easy and contemporary way directly with customers as well as to track customer interactions and their social influence. In this paper we examine the importance of CRM, e-CRM and Social CRM for businesses. We provide perspectives on objectives and types of CRM, the working cycle of CRM, the stages of a CRM Strategy and technology tools that are u

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Dinda Nurhaliza Putri Diana and AG Sudibyo. "Pengaruh Customer Relationship Management (CRM) terhadap Kepuasan Pelanggan Maxim." Bandung Conference Series: Public Relations 3, no. 3 (2023): 1120–23. http://dx.doi.org/10.29313/bcspr.v3i3.9622.

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Abstract. Customer Relationship Management (CRM) is considered a way of retaining customers through the company’s supply chain. Customer satisfaction can later be used as a strategy to maintain a good relationship between customers and companies. Online transportation appears to make it easier for people to use public transportation and others. The purpose of this research is to find out the role of Customer Relationship Management (CRM) is demonstrating customer satisfaction with maxim drivers. This research method uses surveys and quantitative approaches. The number of samples that were used

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Damanik, Erikson, and Ivana Maretha Siregar. "PENGEMBANGAN SISTEM CUSTOMER RELATIONSHIP MANAGEMENT BERBASIS WEB PADA PT. TERUS MEGA TARA JAKARTA." Jurnal Teknik Informasi dan Komputer (Tekinkom) 4, no. 1 (2021): 60–69. http://dx.doi.org/10.37600/tekinkom.v4i1.278.

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This study aims to develop a web-based CRM (Customer Relationship Management) system at the company PT. Terus Mega Tara authorized agent of AIWA electronic products. To improve service to customers and establish relationships with customers which have been done manually, it is necessary to build a web-based CRM media that can make it easier for customers to obtain the information services needed without the need to spend a lot of time and money visiting the company concerned This web-based CRM system can increase customer loyalty, provide customer satisfaction and increase the company's busine

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Purwanto, Heri, Amartya F. Iswahyudi, Haikal Pirous, and Dewi Indrawati. "Penerapan Sistem Informasi Electronic Costumer Relationship Management." INTERNAL (Information System Journal) 4, no. 2 (2021): 113–22. http://dx.doi.org/10.32627/internal.v4i2.401.

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E-CRM is customer management in electronic-based companies, dealing with complex management, attracting customers, and business partners through various media, including online and offline media, personal contacts, and other electronic communication media. E-CRM enables companies to better understand customer behavior and forecast customer needs through online activities, and can increase profitability. At PT. Suwanda Karya Mandiri has a problem with how to keep customers using the services of a technical consultant. Therefore, the initiative was taken to make it easier for customers who want

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Wiratama, Esmeralda Aprillia, Reza Wiradhika Saputra, and Kumba Digdowiseiso. "Implementation of Electronic Customer Relationship Management to Increase NusaTrip Customer Loyalty." INTERNATIONAL JOURNAL OF ECONOMICS, MANAGEMENT, BUSINESS, AND SOCIAL SCIENCE (IJEMBIS) 4, no. 1 (2024): 361–67. http://dx.doi.org/10.59889/ijembis.v4i1.356.

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E-CRM (Electronic Customer Relationship Management) is the process of maximizing sales to customers and prospecting customers by using information technology such as databases, websites, customer service, e-mail, and social media marketing (Hendriyani & Raharja, 2018). The purpose of this research is to determine the implementation of e-CRM such as websites and business procedures carried out by NusaTrip in increasing customer loyalty. Apart from that, the implementation of e-CRM in the form of e-mail, sitemap and social media marketing such as Facebook, Instagram or more personal communic

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