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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 (January 1, 2010): 4–18. https://doi.org/10.5281/zenodo.6706622.
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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. By research it has been found that approximate 75% of CRM failed worldwide because of lacking in understanding the organizational change, organization views CRM is the only technical project and bounded in the budget and time as short term commitment. Before going to implement the CRM projects in effective manner this is the responsibility of the companies to identify the factors which affect the success of CRM project. According to Gartner group the CRM market worldwide spending is expected to reach $76.4 billion in 2005, up from $23.26 billion achieved in 2000 (Purwar & Mathur). The CRM strategy and implementation is not an easy job for the organization because there are many authors and researchers have been written the many books for strategy of CRM implementation but they did not able to cover the holistic approach for CRM implementation. This paper discusses the CRM objective, concept, framework and CRM implementation, based on many resources including research paper, CRM literature and some experience.
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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 (July 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 databases. No exclusion criteria were made according to the country or location of the study. It views profit from another perspective as it focuses on establishing good relationships with the customers and clients as it is a better window to create customer retention and loyalty and thus lead to profits is seen and treated from the customers and client's retention and loyalty point of view to assure customers and clients loyalty and retention, the study follows customer orientation approach.
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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 (September 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 (July 29, 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 increase sales through up-selling and cross-selling, ultimately aiming to boost company profits.
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Bhat, 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.
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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. These have been used for establishing the hypotheses to analyze relationships between the variables constituting the CRM model. The data have been collected from 278 customers of a private bank. The data were analyzed using structural equation modeling (SEM). The scale was developed and purified through factor analysis (exploratory and confirmatory factor analysis). SEM was then used to examine the causal relationships and “model fit” of the proposed model. Findings – The results provide evidence that the four CRM dimensions have a positive effect on customer loyalty and competitive advantage of the bank. Among the CRM dimensions, customer knowledge is most influential of all the dimensions. Furthermore, customer loyalty acts as the mediator in the CRM model between CRM and competitive advantage. Research limitations/implications – Since, the study involved a single bank and therefore the results should be generalized cautiously. Only four CRM variables were included in the study; additional variables can be introduced in further studies involving different contexts. Practical implications – The study highlights and supports the need for mangers to devote additional resources toward developing a better CRM system. Therefore, mangers need to think beyond the technological aspects and should focus on these four dimensions, especially customer knowledge, to enhance the loyalty and competitiveness. Originality/value – The paper investigated hitherto unexplored relationships between customer-centric CRM dimensions instrumental in providing competitive advantage to a bank through mediational analysis. Thus, it contributes to the information on the implementation of CRM practices valuable for banking sector.
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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 (December 6, 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 (May 31, 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 (February 8, 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 in improving its understanding of the implementation of Customer Relationship Management and its ability to compete. The method used was CRM-related training on how the business interacts with its customers. The training was conducted online. Through this activity, it is hoped that the problems faced by the business can be overcome.
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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 (July 15, 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 profits as well as increasing income, and customers will get satisfaction for the services provided by the company. To create a CRM, the Dynamic CRM Framework is used which can simplify the development and analysis and design of CRM applications. Currently, CRM is a very important segment in customer management. So, companies can easily build good relationships with each of their customers by recognizing every customer in the company. This application is very helpful in managing good relations between companies and customers
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Sigala, Marianna. "Implementing social customer relationship management." International Journal of Contemporary Hospitality Management 30, no. 7 (July 9, 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 the technology-fostered customer empowerment, the social CRM highlights the need to immigrate from relationship management to relationship stewardship. In this vein, social CRM implementation should support and foster dialogue facilitation and customer engagement in co-creating customer experiences. To achieve these, five approaches for implementing social CRM are proposed: collecting, analysing and interpreting customer insight; monitoring and improving the performance of CRM; developing holistic and seamless personalised customer experiences; gamifying CRM and loyalty programmes; and nurturing community relationship management.Research limitations/implicationsThe five approaches to social CRM implementation are identified and validated based on current industry practices, theoretical arguments and anecdotal evidence of professionals’ perceptions about their outcomes. Future research is required to collect hard evidence showing the business and customer impacts of these approaches.Practical implicationsSocial CRM immigrates relationship management from a transactional to a customer experience mindset that treats customers as co-creators of value and demands the tourism and hospitality firms to exploit the affordances of information and communication technologies to collect and analyse customer data for better understanding the customer; develop customer touch points that do not only aim to sell but also primarily aim to enhance the customer interactions and experiences; consider and treat the customers and the customer communities as co-creators, brand ambassadors and stewards of relations; and motivate and enable customer participation into value co-creation processes for developing customer experiences and building relationships.Originality/valueResearch in social CRM is emerging, but it mainly focusses on defining its scope and identifying the functionality and adoption of social CRM technology. The paper contributes to the literature by proposing five specific approaches and a process framework for implementing social CRM. Various directions for future research are also provided.
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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 (January 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 a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.
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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 (December 18, 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 what is expected and required customers that will create an emotional bond that can create strong business relationships and open and two-way communication between them.
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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 (December 22, 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 methods. This approach involves in-depth interviews with the owner, employees, and customers of Sabana Laundry, direct observation of operational processes, and analysis of documents related to the implementation of Customer Relationship Management (CRM). The results of the analysis indicate that the implementation of Customer Relationship Management (CRM) has a significant positive impact on customer satisfaction levels. Therefore, it can be concluded that Customer Relationship Management (CRM) holds substantial potential for enhancing customer satisfaction in the context of Sabana Laundry business.
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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 (July 30, 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 connections. Nonetheless, given that CRM is just restricted by innovation it will be a serious mix-up for the organization. Organizations can't give excellent customer worth, administration and experience just by putting resources into CRM innovation. This article depicts customer life cycle the executives and proposes an all encompassing system for customer life cycle the board. This section finishes by examining methodologies for transforming customers into resources and making satisfied customers.
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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 (October 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 straightforward analysis of the value of the customer can make a real difference.
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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 (May 26, 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 CRM leads to increased loyalty, satisfaction, and competitive advantage. Also, reducing customer complaints (R2 = 0.81) moderated the impact of CRM success on customer loyalty. Therefore, making proper relationships with customers, satisfying them, and increasing the level of service facilities are the most important determinants of loyalty in sports venues. The reduction of customers' complaints can lead to increased loyalty and subsequently lower marketing expenses.
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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 (November 11, 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 main challenge in implementing CRM is integrating various technology systems. Great opportunities lie in using data analysis to understand customer preferences and create more relevant and individual experiences. This study provides insights into how CRM can optimize marketing strategies in various sectors, including e-commerce, banking, retail, and B2B, and its impact on long-term customer relationships. With the right CRM, companies can create more value for customers and achieve greater success in marketing
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Singh, Jagwinder, and Shivani Saini. "Importance of CEM in CRM-CL framework." Journal of Modelling in Management 11, no. 1 (February 8, 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 testing the associations of customer relationship efforts to various forms of CL, including the satisfaction, trust and commitment as mediators in CRM-CL link are proposed. Research limitations/implications – This paper represents a first attempt to build and propose a conceptual framework of CRM–CL. This is an indicative research than a conclusive one. Therefore, research implications are to perform the empirical testing of model in different business environments. Practical implications – This application of proposed model in a business environment will be helpful for the marketing practitioners to well understand the customers’ changing expectations as well as to prioritize the marketing functions. The emphasis and right calculation about the acquisition, retention and experience decisions would be helpful to marketers to know the expected profitability of customers. Originality/value – This is the first paper to provide a comprehensive integrated model of CRM and CL to understand the effects of CRM efforts on various forms of CL.
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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 (September 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 conceptual framework of KM integrated with CRM called Customer Knowledge Relationship Management (CKRM) Process depending on analysis of various models presented in KM and CRM. The main highlighting is laid upon the concepts of the concept of customer knowledge (knowledge about customer, knowledge for customer, knowledge from customer). Therefore, this paper contributes to the development of KM process (Knowledge Process about Customer, Knowledge Process for Customer, and Knowledge Process from Customer). The paper investigated how the companies in Jordan developed KM process to improvement the CRM process. Based on data collected from the company, results from analysis indicated that the KM process had a positive effect on CRM process.
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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 (February 19, 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 in improving customer satisfaction levels. E-CRM helps retail banks to analyze and measure customer transaction patterns and behavior. This can help a lot in improving service levels and finding new business opportunities. In the process of experiencing the E-CRM, the retail banking customers are exposed to the opportunities and challenges. The researcher has taken an attempt to identify the merits and demerits of customer relationship management, which are faced by the retail banking customers in Madurai. The research findings reveal that the cordial relationship is ranked as top most opportunity extended by E-CRM to the customers. Similarly, the top most challenge is identified as the banks’ strictness in adhering rules. Hence the retail bankers can be aware of the perceptions of their customers. The retail bankers have to take efforts to optimize the merits and demerits of customer relationship management to their retail banking customers.
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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 (January 20, 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 partially and simultaneously between Customer Relationship Management (CRM) and satisfaction on customer loyalty savings. The population in this study were 1,958 savings customers. The sample was determined based on the Slovin formula with the results obtained by 95 respondents. The results of data analysis indicate that Customer Relationship Management (CRM) and satisfaction simultaneously have a positive and significant effect on customer loyalty. Increasingly improving information technology strategies, namely Customer Relationship Management (CRM) in order to increase customer satisfaction and loyalty savings.
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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 (July 16, 2023): 811–18. https://doi.org/10.5281/zenodo.8151608.
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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 Shariah using online media to determine whether it uses CRM to attract loyal customers. The research was conducted by the author by examining various publications and journals on the application of CRM in the BRI Sharia bank. In the near future, the results of this analysis will be used to improve the understanding of the application of Sharia CRM in Indonesia.
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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 (September 27, 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 customer attention, creating Customer Intimacy, and measuring how influential CRM is in building strong customer relationships are important parts of the process. Reliable sources indicate how important this method is for understanding customer needs, increasing customer satisfaction, and increasing customer retention. This study also shows that CRM. Versi Indonesia Untuk mencapai kesuksesan di era bisnis yang dinamis saat ini, penting untuk beralih dari fokus pada produk ke fokus pada pelanggan. Perusahaan dapat lebih memahami pelanggan, memberikan layanan yang lebih personal, dan membangun komunikasi melalui pendekatan Customer Relationship Management (CRM). Konsep ini bertujuan untuk mencapai Customer Intimacy, yaitu hubungan yang dekat dengan pelanggan yang didasarkan pada pemahaman yang mendalam tentang kebutuhan pelanggan. Dengan menggunakan metode deskriptif kualitatif, penelitian ini meninjau literatur tentang CRM dan Customer Intimacy. Hasilnya menunjukkan bahwa strategi penjual untuk menarik perhatian pelanggan, menciptakan Customer Intimacy, dan mengukur seberapa besar pengaruh CRM dalam membangun hubungan pelanggan yang kuat adalah bagian penting dari proses tersebut. Sumber yang dapat dipercaya menunjukkan betapa pentingnya metode ini untuk memahami kebutuhan pelanggan, meningkatkan kepuasan pelanggan, dan meningkatkan retensi pelanggan
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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 (June 15, 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 bank through the investigation, was identified positively influence your customers, staff concluded that specializes in CRM training is required for each point for a better direction.
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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 (September 30, 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 became the research sample. Data were collected through the distribution of questionnaires and analyzed using a structural equation model with Smart-PLS 3. The analysis shows that marketing distribution positively affects customer experience management, customer relationship management and customer loyalty. Furthermore, customer experience management and customer relationship management are also proven to positively affect customer loyalty. Conclusion: It is concluded that marketing distribution has an important role in improving CEM, CRM and customer loyalty. This research proves that the implementation of good marketing distribution can encourage consumer interest in the company's products and services and build customer loyalty.
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Kaoud, Menatalla. "Investigation of Customer Knowledge Management." International Journal of Service Science, Management, Engineering, and Technology 8, no. 2 (April 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 methodology in a sales outsourcing enterprise, this paper presents an in-depth investigation of Customer Knowledge Management through the CRM business processes. This research will help companies in the implementation of Customer Knowledge Management enabling them to improve their CRM effectiveness.
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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 (July 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 (October 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 (March 1, 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, main CRM platforms, CRM’s present market scenario, future, and cloud-based CRM are all covered in this article.
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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 (November 1, 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 (June 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 implementation of an electronic application web-based Customer Relationship Management can help companies improve relationships with customers based on questionnaires conducted several post-application. Conclusion of this paper is in improving relationships with customers built an electronic Customer Relationship Management applications based computer by using Internet technology that allows companies in gaining new customers, maintain customer loyalty with an intermediary application.
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Kocev, Stojan, and Dusko Kocev. "CUSTOMER RELATIONSHIP MANAGEMENT IN HEALTH ORGANIZATION." Knowledge International Journal 30, no. 6 (March 20, 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 retention and their loyalty. These data are the basis for preparing information for marketing managers who need to help them in the decision-making process. Customer behavior is put in the focus of modern companies so that the CRM system is a synthesis of more functionalities such as sales, management, marketing and communication with customers as the main feature. These are methods for collecting and accumulating data for users and their behavior, preferences, inclinations and requirements Marketing decision support systems are usually part of CRM systems, which are a broad concept covering marketing activities, sales and overall communication, and customer relationships. The data collected is adapted to the marketing activities and the needs of marketing managers. Health CRM is a Customer Relationship Management System, designed specifically for use by healthcare organizations. Health CRM involves multiple sources of data (demographic data for consumers and patients, psychography, social, behavioral, clinical, financial, websites, call center, service check, etc.) to provide a comprehensive overview of the habits and activities of patient. The primary goal of the CRM healthcare system is to increase the quality of healthcare and the lives of patients to recruit new ones, and to retain existing patients.
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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 (November 30, 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 relationships with customers. Companies engaged in the sale of goods such as companies engaged in the sale of motorcycles are facing stiff competition. It is very important to know and meet customer needs quickly and precisely. The presence of Customer Relationship Management (CRM) will be able to overcome the above problems because the purpose of CRM is to get the core of the unclear customer concept and put it in the application framework. One of the steps that can also be taken to deal with this problem is to utilize the technology and existing marketing concepts, namely the use of IT-based CRM (Customer Relationship Management). To be able to take advantage of this CRM needs to be built first in stages. The current condition of trading companies in the field of motorcycle sales will be explored and observations will be made on the need for services that can be provided to customers. In the process, CRM shows how marketing works and the system that is run must be able to support the company's environment with customers.
Keywords : Customer, Customer Relationship Management, Customer Satisfaction, Customer Needs,
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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 (February 8, 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 good relationships with customers. This system is expected to maintain good relations with customers.
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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 (February 22, 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 to customers that is personal, with the aim of providing consistent experience, so as to provide customer satisfaction, and also get good relationships in the long term. By implementing a good E-CRM, companies will find it easier to interact with potential customers and customers and provide information according to their needs. Customers can also get the information they need more quickly and easily. By implementing Customer Relationship Management (CRM) carried out by Kaka Collection as an effort to increase customer loyalty, it has been well proven by the attack of the process above and with the existence of this application to increase repurchases from total sales every month. Keywords: Customer Relationship Management (CRM); Penjualan; Pelanggan Abstrak : Kaka Collection adalah usaha yang bergerak di bidang usaha penjualan berbagai macam produk fashion seperti, pakaian anak, pakaian wanita, celana dewasa, celana laki-laki. Dalam mempertahankan daya saing yang lebih maju, maka perusahaan harus terus mengembangkan teknologi, hal lain yang perlu diperhatikan dalam membuat perusahaan lebih maju adalah relasi dengan para pelanggan yang juga merupakan hal penting untuk selalu dijaga. Dalam upaya pengelolaan hubungan yang baik dengan calon pelanggan maupun pelanggan, perusahaan menggunakan Customer Relationship Management (CRM). CRM merupakan suatu pelayanan terhadap pelanggan yang bersifat personal, dengan bertujuan memberi pengalamaan yang konsisten, sehingga dapat memberikan kepuasan pelanggan, dan juga mendapatkan relasi yang baik dalam jangka waktu panjang. Dengan menerapkan E-CRM yang baik, perusahaan akan lebih mudah berinteraksi dengan calon pelanggan maupun pelanggan dan menyediakan informasi sesuai dengan kebutuhannya. Pelanggan juga dapat memperoleh informasi yang dibutuhkan dengan lebih cepat dan mudah. Dengan menerapkan Customer Relationship Management (CRM) yang dilakukan Kaka Collection sebagai upaya untuk meningkatkan loyalitas pelanggan sudah baik dibuktikan dengan serangakaian proses diatas dan dengan adanya aplikasi ini untuk meningkatnya pembelian kembali dari total penjualan setiap bulan Kata Kunci : Customer Relationship Management (CRM); Penjualan; Pelanggan.
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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 (November 2, 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 techniques by conducting observations and in-depth interviews with four informants who have been selected through purposive sampling techniques, namely SPV Mobile Consumer, CX Commander, priority customers and regular customers of Telkomsel Branch Palu. The results of the study obtained are that Telkomsel Branch Palu has implemented a CRM strategy through the Telkomsel Prestige Loyalty program. Telkomsel Prestige is a loyalty program for Telkomsel and Indihome priority customers. In running the loyalty program, Telkomsel Branch Palu carries out a form of Marketing Communication, especially in the Public Relations aspect as a form of communication that focuses on building and maintaining good relationships and the company's image. In addition, Telkomsel Branch Palu also carries out several stages in the CRM strategy, namely 1) Customer Identification by collecting customer data and can be accessed on the Telkomsel database portal. 2) Differentiate Customer, Telkomsel groups its customers into two categories, namely regular customers and priority customers and priority customers have membership levels ranging from Gold-Diamond. The goal is to focus more on interactions with customers who are considered to provide many benefits. 3) Interact with Customers by actively interacting with customers such as providing information media or special reports, making routine visits for Birthdays, Exchange Points, Hard Complain, special visits and creating loyalty activities for priority customers. 4) Customize some Aspects, namely by making adjustments to priority customers and regular customers such as making special visits on big days, giving greetings, participating in enlivening or welcoming special days by making decorations in the service room
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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 (January 18, 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 post-sales support. As such, existing customers will be able to influence other customers that the company's service is good. PT. Telkom Indonesia implements a CRM to better recognize and understand their customers so that the business can respond to customer needs quickly and accurately. PT. Telkom Indonesia provides a product called IndiHome and continues to innovate to meet the community's need for better internet services. This research aims to determine whether there is an influence of the Customer Relationship Management (CRM) Program on Customer Loyalty. This research uses a positivistic paradigm with a quantitative method, employing non-probability sampling techniques with specific criteria to determine the sample and distributing questionnaires through Google Forms, followed by data processing using SPSS. The sample in this study consisted of 100 respondents using the Taro Yamane formula. The results of this study prove that Customer Relationship Management (CRM) has a very strong influence on customer loyalty at PT. Telkom Indonesia.
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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 (July 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 aims to gain a better understanding of the application of e-CRM concept and its benefits to both customers and banks utilizing the case of the Egyptian Arab Land Bank in Jordan.
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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 (January 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 of Pamulang University Management Study Program who are XL Axiata customers. The results showed that CRM has no significant effect on customer loyalty, while proper promotion can significantly increase customer loyalty.
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Mujio Mukmin, Toto, Rodhiah Rodhiah, Wasino Wasino, Septihani Michella Wijaya, Patrice Febiyani Metty, Carlene Lim, and Rahma Della Safitri. "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 (December 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, in introducing the existence of sweet fragrant coffee to the community. It is necessary to use information and communication technology to develop the functions of CRM which include strategic, operational and analytical functions. Customer-centered strategy that aims to win and retain customers, plays a strategic role in attracting and retaining its customers. Operations focuses on automating customer-facing processes such as sales, marketing, and customer service. Analytical CRM transforms customer-related data into customer-based data that is decrypted in the customer database program. It is important for companies to have customer data based, in order to maintain continuity of customers and ultimately reduce costs. The implementation of the Customer Relationship Management (CRM) program will help companies strengthen relationships with customers which can reduce costs and increase productivity and profitability in the business.
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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 (June 28, 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 related research findings. This research aims to evaluate the impact of Customer Relationship Management on customer satisfaction and company performance, providing a better understanding of how effective implementation of Customer Relationship Management can strengthen long-term relationships with customers and improve a company's overall business performance.
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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 (June 3, 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 engagement. Successful use of tools like customer segmentation and predictive analytics leads to higher satisfaction and lower churn rates. However, challenges such as data silos, system integration issues, and insufficient training hinder CRM effectiveness. The study concludes that CRM, when part of a customer-focused strategy, significantly boosts retention and business performance. It recommends optimizing CRM practices and calls for further research into the use of AI and machine learning in CRM systems. Keywords: Customer Relationship Management, CRM, customer retention, customer satisfaction, loyalty, relationship marketing
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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 (October 27, 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 by respondents was 100 people. The data for analysis used validity and reliability tests using Kaiser-Meyer-Olkin (KMO) and Alpha Croncbach as inner model representatives. Based on the results of the regression test analysis obtained, it was stated that there was an influence of Customer Relationship Management (CRM) on customer satisfaction of Maxim’s online taxi driver.
Abstrak. Customer Relationship Management (CRM) dianggap menjadi suatu cara untuk mempertahankan pelanggan melalui rantai pasokan perusahaan. Kepuasan pelanggan nanti nya dapat dijadikan sebagai strategi agar tetap memiliki ikatan yang baik antara pelanggan dengan perusahaan. Transportasi online muncul untuk memudahkan masyarakat dalam menggunakan transportasi ojek dan lainnya. Adapun tujuan dalam penelitian ini adalah untuk mengetahui peran Customer Relationship Management (CRM) dalam menunjukkan kepuasan pelanggan pengguna ojek online Maxim. Metode penelitian ini menggunakan survei dan pendekatan kuantitatif. Jumlah sampel yang digunakan responden sebanyak 100 orang. Data untuk analisis menggunakan uji validitas dan reliabilitas menggunakan Kaiser-Meyer-Olkin (KMO) dan Alpha Cronbach sebagai representatif inner model. Berdasarkan hasil analisis uji regresi yang didapat, dinyatakan bahwa terdapat pengaruh Customer Relationship Management (CRM) terhadap kepuasan pelanggan ojek online Maxim.
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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 (June 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 used in CRM. Social CRM is in particularly analyzed, since this new trend requires active engagement by customers and other stakeholders. The engagement process is essential to successful Social CRM and to successful social business practices. Finally, we describe experiences from three family businesses that introduced Social CRM as a result of a project carried out as an assignment in the ‘Social Media Networking’ module of the MSc course in ‘Web Intelligence’ at the Department of Informatics of Alexander Technological Educational Institute of Thessaloniki. The assignment of the groups was to create a Social CRM Strategy in collaboration with a company. This study is a follow-up of the outcome of the projects carried out in the autumn semester 2014 and 2015. The results show that all three companies consider that Social CRM is an excellent tool for obtaining real time valuable data about customers and a cheap way to reach them.
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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 business opportunities in facing increasingly advanced business competition. With the existence of a web-based Customer Relationship Management (CRM) system at PT. Terus Mega Tara enables companies to improve services to their customers. Keywords: Product-Driven Company, Customer-Driven Company, CRM, Web
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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 (December 30, 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 to be interested in technical efforts and resources in an effort to keep customers using the services of technical consultants. To compete with competitors, the company implements E-CRM strategy to be able to establish good relationships and maintain customer satisfaction. In this study, the method used is the Prototype Method. The software used to develop E-CRM at PT. Suwanda Karya Mandiri uses Odoo software. Odoo software is software for business management. Based on the results of the test, it can be ascertained that using Odoo software and E-CRM can facilitate transactions between customers. This system can be further developed by implementing other modules such as Sales, Point of Sale, and Invoicing which can better assist PT. Suwanda Karya Mandiri.
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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 (January 31, 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 communication using WhatsApp is also expected to help NusaTrip to establish good communication with customers to increase customer loyalty. There are four factors in supporting the success of E-CRM, namely Organization Orientation, Customer Orientation, Knowledge Orientation, and Information Technology Orientation. The e-CRM provided by NusaTrip can help customers find information about the company or make hotel room reservations or purchase plane tickets easily.
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Tseng, Shu-Mei, and Pin-Hong Wu. "The impact of customer knowledge and customer relationship management on service quality." International Journal of Quality and Service Sciences 6, no. 1 (March 11, 2014): 77–96. http://dx.doi.org/10.1108/ijqss-08-2012-0014.
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Purpose – Enterprises realize that customers are their most important asset and recognize that a high level of customer satisfaction can only be achieved by enhancing service quality. Thus, how enterprises acquire customer knowledge by which to initiate and maintain customer relationships, as well as to enhance service quality has become an important issue. The paper aims to discuss these issues. Design/methodology/approach – This study uses a questionnaire and statistical analytical techniques to explore the impact of customer knowledge and customer relationship management (CRM) on service quality. Findings – The results indicated that customer knowledge has a positive influence on service quality and CRM is the partial intervening variable between customer knowledge and service quality. That is, customer knowledge enhances the CRM, while CRM, in turn, increases service quality and provides competitive advantages. Research limitations/implications – This research explored the impact of customer knowledge and CRM on service quality based on the company's perception and there was no validation on the customers' perception of the company. Therefore, it is suggested that future research should involve company staff, current customers, and latent customers to strengthen the triangulation. Practical implications – The results found that customer knowledge is indeed an important source of competitive advantage. Hence, enterprises should acquire valuable customer knowledge in order to enhance the relationship with customers, as well as enhance their service quality. Originality/value – There is still little related literature investigating the relationships amongst customer knowledge, CRM, and service quality. Hence, this study applies questionnaire methods as the main research tools in order to conduct an in-depth investigation into the influence of customer knowledge and CRM on service quality. Furthermore, this research is expected to provide enterprises with valuable suggestions for management practices.
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K, Haritha. "Customer relationship management: a new dimension of managing customers." Journal of Management and Science 11, no. 3 (September 30, 2021): 31–34. http://dx.doi.org/10.26524/jms.11.20.
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CRM or Customer Relationship Management is a system that caters to the management of a firm’s interactions with past, present,and future customers. Since the beginning of the new millennium, traditional marketing practices have not been effective in yielding good returns. Companies have turned reluctant to spend huge advertising expenditure and marketing research –the potent tool of getting deeper insights of customer has lost its charisma. Due to enigmatic customer behavior, it becomes inevitable for the companies to develop new marketing strategies. CRM has emerged as a new marketing strategy in that tenor.This article deals with importance of CRM and customer modeling. Further it extends the constraints of CRM and how it affects the organizational change.