Journal articles: 'Customer relationship management'

1

DR.K.VANITHA, DR K. VANITHA. "Customer Relationship Management on Customer Satisfaction." International Journal of Scientific Research 3, no. 4 (June 1, 2012): 1–3. http://dx.doi.org/10.15373/22778179/apr2014/240.

Full text

APA, Harvard, Vancouver, ISO, and other styles

2

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.

Full text

Abstract:

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.

APA, Harvard, Vancouver, ISO, and other styles

3

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.

Full text

Abstract:

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.

APA, Harvard, Vancouver, ISO, and other styles

4

Erlygina, E., and V. Filimonova. "Customer Relationship Management." Bulletin of Science and Practice 6, no. 2 (February 15, 2020): 212–18. http://dx.doi.org/10.33619/2414-2948/51/21.

Full text

Abstract:

The modern market is characterized by changes in the relationship between companies and customers. Today, customer relationships are an orderly system process that needs to be monitored and managed. In the context of complex sales in highly competitive markets, the use of automated systems will provide organizations with increased competitiveness. Automated CRM software can become a solution for implementing a personalized marketing strategy, which will allow you to more effectively manage business processes that occur within the framework of interaction between employees and customers.

APA, Harvard, Vancouver, ISO, and other styles

5

Erlygina, E., and V. Filimonova. "Customer Relationship Management." Bulletin of Science and Practice 6, no. 2 (February 15, 2020): 212–18. https://doi.org/10.33619/2414-2948/51/21.

Full text

Abstract:

The modern market is characterized by changes in the relationship between companies and customers. Today, customer relationships are an orderly system process that needs to be monitored and managed. In the context of complex sales in highly competitive markets, the use of automated systems will provide organizations with increased competitiveness. Automated CRM software can become a solution for implementing a personalized marketing strategy, which will allow you to more effectively manage business processes that occur within the framework of interaction between employees and customers

APA, Harvard, Vancouver, ISO, and other styles

6

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.

Full text

APA, Harvard, Vancouver, ISO, and other styles

7

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.

Full text

Abstract:

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.

APA, Harvard, Vancouver, ISO, and other styles

8

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.

Full text

Abstract:

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.

APA, Harvard, Vancouver, ISO, and other styles

9

G.Kalaiarasi, Dr C. Mugunthan,. "Theoretical Framework of Customer Relationship Management: An Overview." International Journal of Scientific Research and Management (IJSRM) 5, no. 7 (July 18, 2017): 6431–41. http://dx.doi.org/10.18535/ijsrm/v5i7.78.

Full text

Abstract:

Customer Relationship Management is a strategy or philosophy which provides a vision for the company to deal with the customers. The aspire of a customer relationship management strategy is to maximize profitable relationships with customers by increasing the value of the relationship for both the seller and the customer of the most companies. For the success of any enterprise, customer relationship management is a fundamental requirement and it requires a holistic strategy and process to make it successful. This paper explores the conceptual framework of customer relationship management.

APA, Harvard, Vancouver, ISO, and other styles

10

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.

Full text

Abstract:

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.

APA, Harvard, Vancouver, ISO, and other styles

11

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.

Full text

Abstract:

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.

APA, Harvard, Vancouver, ISO, and other styles

12

Liang, Qiyi, and Ma Visitacion Gumabay. "Customer Relationship Management System with Decision Support." Journal of Smart Cities 9, no. 2 (January 15, 2025): 36. https://doi.org/10.26789/jsc.2024.02.006.

Full text

Abstract:

This paper studied customer relationship management system with decision support. At present, the fitness studio management system has accumulated a large amount of customer data, but the studio still has problems in customer management such as inaccurate customer target positioning and imperfect customer relationship management functions. It is still unable to conduct intelligent analysis, resulting in a decline in the overall management ability of customer groups. As such, customer turnover is high, and customer loyalty is reduced. To solve such problems, this research constructed a customer relationship management system with decision support, which can be used to identify customers with high studio and high platform loyalty, and with repeated purchase of GT fitness studio. With the purpose of helping the studio achieve accurate customer relationship management and business decision management, this study built an intelligent customer cluster analysis system through K-means clustering algorithm, which can automatically cluster customers into four (4) categories, indicate the characteristics of consumer behavior under each category, and screen out high-quality fitness customers with large consumption amount, high consumption frequency, high platform evaluation, high loyalty, and heavy consumption. At the same time, it also screens out general customers. Moreover, the intelligent group display of the clustered customers is visualized in the form of reports, and the visual display of each group is also carried out, so that decision makers can conveniently implement accurate group management of different groups of customers.

APA, Harvard, Vancouver, ISO, and other styles

13

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.

Full text

Abstract:

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.

APA, Harvard, Vancouver, ISO, and other styles

14

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.

Full text

Abstract:

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.

APA, Harvard, Vancouver, ISO, and other styles

15

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

Full text

Abstract:

<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.  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. </strong>

APA, Harvard, Vancouver, ISO, and other styles

16

Tauriana, Dian, and Ni Made Dini Arisani. "Analisis Implementasi Customer Relationship Management dan Kualitas Pelayanan Jasa terhadap Kepuasan Pelanggan dan Dampaknya pada Retensi Pelanggan Hotel Bidakara Jakarta." Binus Business Review 3, no. 1 (May 31, 2012): 449. http://dx.doi.org/10.21512/bbr.v3i1.1333.

Full text

Abstract:

As the development of the business industry, it is now seen some companies that have a lot of customers so that it is required a good Customer Relationship Management to maintain long-term relationships with customers. Bidakara Hotel Jakarta is one of the services in the hospitality industry which implements Customer Relationship Management. Intense competition in the hospitality industry, Hotel Bidakara Jakarta must also consider the quality of care services to keep their customers satisfied and not switch to competitors through Customer Retention Strategy. In this study the author examines the influence and relationship between Customer Relationship Management and Service Quality on Customer Satisfaction and services impact on Customer Retention using Path Analysis. The results of this study show that the Customer Relationship Management Bidakara Hotel Jakarta is not contributing to the customers satisfaction. Quality services have positive and significant contribution to customers satisfaction; 'strong' influence. Customer Relationship Management has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'weak' influence. Quality service has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'strong' influence.

APA, Harvard, Vancouver, ISO, and other styles

17

Srisamran, Phocharapol, and Vichita Vathanophas Ractham. "Customer-Centric Knowledge Creation For Customer Relationship Management." Journal of Applied Business Research (JABR) 30, no. 2 (February 27, 2014): 397. http://dx.doi.org/10.19030/jabr.v30i2.8410.

Full text

Abstract:

As the pace of todays world increases with advances in technology and globalization, the heat of rivalry and competition in the business world is also rising. It is a wake-up call for many firms that they can no longer just convince customers to buy whatever they sell. They have to understand their customers. Customer Relationship Management (CRM) can assist firms to know your customer and construct good relationships with customers. In order to know your customer and construct a good relationship, customer knowledge must be acquired and managed. However, this is no easy task since customer knowledge can be subjective and difficult to extract or manage. An approach is needed to acquire and manage customer knowledge. Knowledge management, including knowledge creation, can assist in terms of acquiring and managing customer knowledge. Knowledge management not only improves understanding of the customer, but also improves business process performance by enabling response to customer needs in a timely manner with better quality of service. Customer-Centric Knowledge Creation is the process for the creation of knowledge based on customer knowledge within the CRM contexts which are enterprise-wide, customer-centric, technology-driven, and cross-functional. The aims of this process are to assist organizations to gain more understanding of the customer, embedding customer knowledge into organization knowledge, and creating a customer-focused mindset in organizational members. In other words, it is to sustainably create knowledge focusing on customer knowledge in an organization.

APA, Harvard, Vancouver, ISO, and other styles

18

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.

Full text

Abstract:

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.

APA, Harvard, Vancouver, ISO, and other styles

19

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.

Full text

Abstract:

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.

APA, Harvard, Vancouver, ISO, and other styles

20

Jeswal, Ruchika. "Customer Relationship Management." FIIB Business Review 6, no. 3 (December 1, 2017): 21. http://dx.doi.org/10.29368/fiib.6.3.2017.21-22.

Full text

APA, Harvard, Vancouver, ISO, and other styles

21

Hippner, Hajo, Stephan Martin, and Klaus D. Wilde. "Customer Relationship Management." WiSt - Wirtschaftswissenschaftliches Studium 30, no. 8 (2001): 417–22. http://dx.doi.org/10.15358/0340-1650-2001-8-417.

Full text

APA, Harvard, Vancouver, ISO, and other styles

22

Abdin, Md Shahnawaz. "Customer Relationship Management." Review of Professional Management- A Journal of New Delhi Institute of Management 17, no. 1 (June 30, 2019): 101. http://dx.doi.org/10.20968/rpm/2019/v17/i1/145655.

Full text

APA, Harvard, Vancouver, ISO, and other styles

23

Gerecke, Ulf. "Customer Relationship Management." Controlling 13, no. 4-5 (2001): 235–42. http://dx.doi.org/10.15358/0935-0381-2001-4-5-235.

Full text

APA, Harvard, Vancouver, ISO, and other styles

24

Fayerman, Michael. "Customer Relationship Management." New Directions for Institutional Research 2002, no. 113 (2002): 57–68. http://dx.doi.org/10.1002/ir.37.

Full text

APA, Harvard, Vancouver, ISO, and other styles

25

Chauhan, Rashi. "Impact of Customer Relationship Management." International Journal for Research in Applied Science and Engineering Technology 11, no. 4 (April 30, 2023): 3059–60. http://dx.doi.org/10.22214/ijraset.2023.50856.

Full text

Abstract:

Abstract: Customer relationship management becomes the important part to run the organization effectively for every sector. The CRM strategy is extremely important in the financial service sector, given the number of customers and their changing and evolving needs. In this study, author is analyzing how customer relationship management affects/ impacts the competition among the banking sector.

APA, Harvard, Vancouver, ISO, and other styles

26

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.

Full text

Abstract:

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.

APA, Harvard, Vancouver, ISO, and other styles

27

Sūdžius, Vytautas. "The Impact of Customer Relationship Management on Finance Service Development." Business: Theory and Practice 8, no. (3) (September 27, 2007): 161–65. https://doi.org/10.3846/btp.2007.23.

Full text

Abstract:

The main objective of the article was to evaluate the customer relationship management in finance service enterprises and provide the means for improvement of this relationship. In the paper the existing quality of services and communications between enterprises and their customers is evaluated, the expert rating of enterprises quality factors is conducted and the means for customer relationship improvement in financial service enterprises are suggested. The paper revealed problems of relationship between private clients and the office staff, presented the private customers' needs and expectations research, which helped to identify the main problems of services and enterprise's relationship with private clients. The experts rated the main enterprises quality factors in order to propose the steps for improvement of customer relationship management.

APA, Harvard, Vancouver, ISO, and other styles

28

N, Brijesh Patel, and Reenu Shukla. "Impact of Customer Relationship Management on Customer Satisfaction and Customer Loyalty in Retail Sector." Journal of Advances and Scholarly Researches in Allied Education 21, no. 7 (October 1, 2024): 153–59. https://doi.org/10.29070/t8yrd959.

Full text

Abstract:

Enterprises may achieve success and growth via Customer Relationship Management (CRM). In the retail sector, customer relationship management (CRM) helps businesses learn more about their customers and create stronger bonds with them. Maintaining a dominant position in your industry requires a focus on customer loyalty. The assessment, reward, and campaign mantras may be used to achieve this. An attempt was made to examine the impact of customer relationship management on retail customer happiness and loyalty in this study using customer happiness and customer trust as intermediary variables, this paper investigated if there are relationships between relationship marketing and client loyalty. Examining customers' views of customer satisfaction and their faith in the honesty and dependability of their exchange partners, the research sought to identify the elements that impact consumers' trust in banking services. The results showed that relationship marketing strategies had a significant impact on customer loyalty by increasing trust and satisfaction. Customer loyalty is built on an organization-wide strategy that banks have put in place to manage and nurture their engagement with customers and sales prospects.

APA, Harvard, Vancouver, ISO, and other styles

29

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.

Full text

Abstract:

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.

APA, Harvard, Vancouver, ISO, and other styles

30

G.V. Kori, G. V. Kori, and Basavaraj Huggi. "Customer Relationship Management” - In Banking Industry." Indian Journal of Applied Research 1, no. 7 (October 1, 2011): 34–36. http://dx.doi.org/10.15373/2249555x/apr2012/11.

Full text

APA, Harvard, Vancouver, ISO, and other styles

31

Garg, Dr Ajay Kumar. "Banking Industry and Customer Relationship Management." Indian Journal of Applied Research 3, no. 8 (October 1, 2011): 432–34. http://dx.doi.org/10.15373/2249555x/aug2013/139.

Full text

APA, Harvard, Vancouver, ISO, and other styles

32

P.B REDDY, P. B. REDDY, SHALINI CHENNAMARAJU SHALINI. CHENNAMARAJU, and Dr MORUSU SIVA SANKAR. "Customer Relationship Management in Banking Sector." International Journal of Scientific Research 2, no. 12 (June 1, 2012): 80–82. http://dx.doi.org/10.15373/22778179/dec2013/25.

Full text

APA, Harvard, Vancouver, ISO, and other styles

33

Prakesh, Mr R. Naveen, and Naveen Kumar B. "Customer Relationship Management In Procurement Deparment." International Journal of Research Publication and Reviews 6, no. 5 (May 2025): 7921–30. https://doi.org/10.55248/gengpi.6.0525.1806.

Full text

APA, Harvard, Vancouver, ISO, and other styles

34

Montana, Sugiarto, and Muwasiq Mochamad Noor. "PENGEMBANGAN CUSTOMER RELATIONSHIP MANAGEMENT BERBASIS SISTEM E-COMMERCE." CommIT (Communication and Information Technology) Journal 4, no. 2 (October 30, 2010): 139. http://dx.doi.org/10.21512/commit.v4i2.548.

Full text

Abstract:

PT Dwisanjaya Abadi Mukti is a company engaged in distributing Pertamina lubricating agent with products for industrial and automotive lubricants. Therefore, companies need a Customer Relationship Management E-commerce-based systems, to address the issues of purchasing and service to customers that are still conducted manually. Systems analysis is done through observation interviews, and literature; analysis of survey findings; and identification of information needs from survey. The system is designed to give advantage to the user as to obtain the desired information quickly, to acquire new customers, improve customer relationships, and retain customers; other than that for the company this system reduces operating costs, more efficient time, accessible anytime and anywhere, improving work productivity, increase sales, increase the number of customers, and improve customer satisfaction.Keywords: customer relationship management, e-commerce, front end, back end

APA, Harvard, Vancouver, ISO, and other styles

35

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.

Full text

Abstract:

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

APA, Harvard, Vancouver, ISO, and other styles

36

Bharti, Julee. "Exploring the Role of Customer Relationship Management in Enhancing Customer Engagement." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 05 (May 28, 2024): 1–5. http://dx.doi.org/10.55041/ijsrem34759.

Full text

Abstract:

In this competitive market, customer is the most important property in an organization. It is not surprising that customer relationship management is increasingly used by the organizations to support different type of their customer. Customer is a source of information which is necessary for implementation of marketing strategy. According to changes in market place and active participation of customers in communicating marketing activities, customer relationship management becomes important. Customer relationship management is a phrase that describes how a firm interacts with customers. Most people think of customer relationship management as a system to capture information about customers. However, that is only part of the picture. Customer relationship management involves using technology to gather the intelligence you need to provide improved support and services to your customers. We reviewed previous studies, and identify these benefits which will be affected on customers. Our result will help the managers and companies to know and recognize the benefits of customer relationship management which are more significant for their customers. Keywords: Customer, Customer Relationship Management

APA, Harvard, Vancouver, ISO, and other styles

37

Promanjoe, Yopyter. "PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN KERIPIK SUHER." PERFORMA 6, no. 3 (November 26, 2021): 197–206. http://dx.doi.org/10.37715/jp.v6i3.2374.

Full text

Abstract:

Customer Relationship Management is a long-term business strategy to establish relationships with customers. Through the right customer relationship marketing, customer satisfaction and loyalty can be formed. This study aims to examine the effect of customer relationship management on customer satisfaction and loyalty, as well as to examine the influence of customer relationship management and customer satisfaction on customer loyalty. Respondents are 85 consumers of Keripik Suher in Surabaya, which were taken by using purposive sampling method. The analysis used Partial Least Squares (PLS). The results of hypothesis testing indicate that customer relationship management has a positive effect on customer satisfaction and loyalty of Keripik Suher, and also customer satisfaction has a significant positive effect on customer loyalty of Keripik Suher. So it can be concluded that the higher customer relationship marketing and customer satisfaction will increase customer loyalty.  Keywords: Customer Relationship Management, Customer Satisfaction, Customer Loyalty

APA, Harvard, Vancouver, ISO, and other styles

38

Bramayuda, Airlangga, and Ikasari Nur Fauziah. "Penerapan Manajemen Hubungan Pelanggan di Aqiqoh Nurul Hayat Surabaya." JIESP: Journal of Islamic Economics Studies and Practices 2, no. 2 (December 31, 2023): 106–15. http://dx.doi.org/10.54180/jiesp.2023.2.2.106-115.

Full text

Abstract:

This research was motivated by the researcher's curiosity about customer service and the methods used by the Surabaya Aqiqah Nurul Hayat Foundation for customer relationship management to retain customers, so that it is still the first pioneer in aqiqah services in Indonesia. In serving customers and retaining customers, the Aqiqah Nurul Hayat Foundation implements customer relationship management. This research uses a qualitative approach with a qualitative research type. The methods used are interviews, observation and documentation. The results of this research show that the Aqiqah Nurul Hayat Foundation applies customer relationship management in managing relationships with customers. The processes carried out include identification, differentiation, customization, information sharing, customer involvement, long-term partnerships, joint problem solving, CRM-based technology and service automation. Apart from that, in this research there are success factors and obstacles in implementing customer relationship management.

APA, Harvard, Vancouver, ISO, and other styles

39

Dr., M. Bala Koteswari, and Gowda P. S. Mr. "CUSTOMER RELATIONSHIP MANAGEMENT AT SHANTALA SPHERO CASTING PRIVATE LIMITED." International Journal of Marketing & Financial Management Volume 5, Issue 7, Jul-2017 (August 31, 2017): pp 65–72. https://doi.org/10.5281/zenodo.857528.

Full text

Abstract:

Customer Relationship Management or CRM is a strategy and processes used to learn more about customer’s needs and behaviors in order to develop stronger relationship with them. Today marketers consider retaining of customers as much more challenging job than acquiring customers in context of growing competitive forces. Customer Relationship Management helps organizations manage and coordinate their businesses efficiently, as well as provide excellent customer service. Present study on Customer Relaionship Management is done at “Shanthala Spherocasting Private Limited” leading exporter, manufacturer and supplier and grey iron, ductile iron and alloy cast and iron casting. The main objective of the study to try and understand the approaches of the company in maintaining the Customer Relationship Mamagement. An attempt has been made to study the customer relationship of the company and the opinions of the customers were collected and tried to analyse and draw conclusions leading to giving suggestions to the company.

APA, Harvard, Vancouver, ISO, and other styles

40

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.

Full text

Abstract:

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

APA, Harvard, Vancouver, ISO, and other styles

41

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.

Full text

Abstract:

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

APA, Harvard, Vancouver, ISO, and other styles

42

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.

Full text

Abstract:

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.

APA, Harvard, Vancouver, ISO, and other styles

43

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.

Full text

Abstract:

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.

APA, Harvard, Vancouver, ISO, and other styles

44

Ranjan, Jayanthi. "Integrating analytical Customer Relationship Management with Customer Relationship Management in organisations." International Journal of Innovation and Learning 8, no. 4 (2010): 408. http://dx.doi.org/10.1504/ijil.2010.035750.

Full text

APA, Harvard, Vancouver, ISO, and other styles

45

Dewayani, Anggun, Sri Widayanti, and Nisa Hafi Idhoh Fitriana. "Customer Relationship Management (CRM) PT Bhineka Rahsa Nusantara dalam Perspektif Kepuasan Pelanggan." Jurnal Ilmiah Universitas Batanghari Jambi 23, no. 1 (February 25, 2023): 266. http://dx.doi.org/10.33087/jiubj.v23i1.3286.

Full text

Abstract:

Customer relationship management is a tool for companies to be able to get, and create good relationships with customers so that they can be a source of profit for the sustainability of business processes. PT Bhinkea Rahsa Nusantara makes customer relationship management as one of the strategies in order to produce satisfaction for customers, so this study aims to determine the factors of customer relationship management that affect customer satisfaction. This research uses a factor analysis method with SMART-PLS software, with the results of research variables that affect customer satisfaction are identification, interaction, and problem solving together.

APA, Harvard, Vancouver, ISO, and other styles

46

Tais, Fraile. "CUSTOMER RELATIONSHIP MANAGEMENT IN THE DIGITAL ERA." RevistaFT 27, no. 118 (January 30, 2023): 57. https://doi.org/10.5281/zenodo.11116657.

Full text

Abstract:

Customer relationship management in the digital era has become an increasingly relevant concern for companies, considering the transformations brought about by digitization and the massive use of technologies. The methodology used consists of a systematic literature review based on scientific articles published in recognized journals. Studies that address customer relationship strategies in the digital era were selected, focusing on topics such as bidirectional communication, personalization, transparency, trust, channel integration, data analysis, and strategic partnerships. The results show that companies have been striving to promote closer and more interactive communication with customers through the use of digital tools and social media. Personalization has also emerged as an effective strategy to build stronger bonds with customers, providing unique and tailored experiences. Furthermore, transparency and trust are fundamental elements in the digital era, necessitating the assurance of customer data security and privacy. Channel integration and data analysis are key factors in delivering a consistent and personalized omnichannel experience. Another significant trend is the pursuit of strategic partnerships to develop innovative solutions and enhance the value delivered to customers. In conclusion, customer relationship management in the digital era demands a customer-centric approach with a focus on personalization, transparency, trust, and channel integration. Companies should strategically leverage available technologies, analyze the data at hand, and establish collaborative partnerships to succeed in this digital environment.

APA, Harvard, Vancouver, ISO, and other styles

47

Fahrudin, Muhammad Fikri, and Moh Agung Surianto. "Analysis of Customer Relationship Management Implementation at PT. SDI Motor Gresik." Jurnal Ilmiah Manajemen Kesatuan 12, no. 6 (November 30, 2024): 2593–600. https://doi.org/10.37641/jimkes.v12i6.2993.

Full text

Abstract:

PT. Srikandi Diamond Indah Motors Gresik is a Mitsubishi dealer that provides 3S services, namely Sales, Service and Spare parts by serving the sale of Mitsubishi brand passenger vehicles. This study aims to determine the analysis of Customer Relationship Management at PT. Srikandi Diamond Indah Motors Gresik. This study uses a qualitative method. This research approach uses a case study type to reveal carefully, in detail and in depth regarding the implementation of Customer Relationship Management (CRM) at PT. Srikandi Indah Diamond Motors Gresik in establishing relationships with customers. The Analysis Unit includes customers and relevant informants, namely 2 Customers, 1 Marketing Manager and 1 employee. PT. Srikandi Diamond Indah Motors Gresik in implementing Customer Relationship Management by doing. Customer recognition by establishing open and interactive communication with customers can help to understand their needs and preferences more deeply. This can be done by asking relevant questions or offering additional assistance. In conducting customer segmentation, the company does this by grouping them by demographics, geography, needs and benefits. Building interaction with customers, the company does this through customer service, namely customer service, interaction through social media, and also following up customers after the purchase stage is done and not forgetting to conduct customer satisfaction surveys. Adjusting customer needs, the company does this by implementing it by interacting with customers at dealers, company staff interact directly with customers. They provide information about products, help customers choose the right product, and provide the advice they need.

APA, Harvard, Vancouver, ISO, and other styles

48

Najwa, Nina fadilah, Muhammad Ariful Furqon, and Yosari Dwi Fadhillah. "Customer Relationship Management System at Aesthetic Clinic." Jurnal Komputer Terapan 9, no. 2 (December 4, 2023): 153–60. http://dx.doi.org/10.35143/jkt.v9i2.6159.

Full text

Abstract:

Accessing and processing information more effectively and efficiently is made possible through the employment of quality information technology, one of which is in the technology the clinic requires. According to our case study, the clinic is still manually documenting customer service data and experiencing declining repeat client visits. Utilizing information technology is necessary for efforts to boost customer value innovation. As one of its aspects, Customer Relationship Management uses a framework of dynamics to acquire customer satisfaction data from loyal customers. The utilization of customer data will be categorized into platinum, gold, and silver using a ranking system for decision-making with the Simple Additive Weighting method—rating customers through the normalization of a decision matrix. The maximum consumer value based on the parameters determined by the choice matrix is one, while the lowest is 0.27. The testing that has been conducted is black-box testing. It is determined that 100 percent of the system's functionality is operating correctly, and UAT testing reveals that all features operate properly. Usability Testing conducted on patients yielded a ratio of 78.1%, indicating that the clinic evaluated customer satisfaction with the customer relationship management system.

APA, Harvard, Vancouver, ISO, and other styles

49

Balamurugan, S., and Dr M. Selvalakshmi. "Customer Relationship Management Using Data Mining Model." Restaurant Business 118, no. 7 (July 12, 2019): 95–100. http://dx.doi.org/10.26643/rb.v118i7.7668.

Full text

Abstract:

The paper describes marketing insights from Data Mining about new promotions to create, focus on profitability and emphasis on the most profitable promotion that could be sent. The paper shows about the development of predictive modeling, from data mining which provides insights into future customer behavior and customer profitability. Data Mining provides a blueprint and how to define and use customer profile. It shows how to acquire new customers in the most profitable way possible and retain profitable customers. Data mining is an effective method to target at risk-customers with the right marketing promotion and services to keep them loyal. The paper discusses the number of data mining techniques with reference to customer retention for mobile phones (CART, Rule inductions, Ann etc) with a common user interface that the tool can support, an ability to support a number of different types of analysis including classification, prediction, and association detection.

APA, Harvard, Vancouver, ISO, and other styles

50

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.

Full text

Abstract:

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.

APA, Harvard, Vancouver, ISO, and other styles

Journal articles on the topic 'Customer relationship management'

Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles