Relevant bibliographies by topics / Customer relationship managemente

Contents

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

Academic literature on the topic 'Customer relationship managemente'

Author: Grafiati
Published: 10 September 2021
Last updated: 29 July 2025

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Journal articles on the topic "Customer relationship managemente"

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

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The LPD is a village economic institution that is used to collect and distribute funds in general as well as a source of development financing in almost all parts of customary village areas in Bali. Savings customers are the top priority of the LPD in the customary village of Anggungan to create Loyalty. In creating customer satisfaction and loyalty, the LPD in the customary village of Anggungan is required to implement a good and appropriate strategy, namely Customer Relationship Management (CRM) to increase customer satisfaction and loyalty. The purpose of this study to analyze the effect pa
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Erlinda, Erlinda, Elgamar Syam, and Sri Chairani. "PERANCANGAN APLIKASI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) UNTUK MENINGKATKAN LAYANAN PELANGGAN PADA TOKO UNFORGIVN TOXIC FASHION LUBUK ALUNG." JURNAL TEKNOLOGI DAN OPEN SOURCE 3, no. 2 (2020): 202–14. http://dx.doi.org/10.36378/jtos.v3i2.699.

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A study has been done on the sales Unforgivn Toxic Fashion store regarding application development Management Customer Relationship (CRM) with the use of the website. Management Customer Relationship (CRM) is one type of management that specifically discusses the theory about the handling of the relationship between the company and its customers with the aim of increasing the company's value in the eyes of its customers. today many companies are using Management Customer Relationship (CRM) to build customer relationships. by utilizing Management Customer Relationship (CRM), companies will know
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Kumar, M. P. Shiva. "Customer Relationship Management (CRM) - Retaining Customers." SEDME (Small Enterprises Development, Management & Extension Journal): A worldwide window on MSME Studies 33, no. 3 (2006): 63–72. http://dx.doi.org/10.1177/0970846420060306.

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et al., Eltahir. "Comparative study of customer relationship management (CRM) and electronic customer relationship management (E-CRM)." International Journal of ADVANCED AND APPLIED SCIENCES 8, no. 7 (2021): 1–6. http://dx.doi.org/10.21833/ijaas.2021.07.001.

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Customer Relationship Management can have great help to different companies of different sizes as it offers direct relation with the efficient in organizing, disseminating, and establishing values. The current study is the investigation into and comparison of Customer Relationship Management (CRM) and Electronic Customer Relationship Management (E-CRM). The study also aims to compare CRM and ECRM. The study also aims at showing to what extent building good relationships with the customer is of great role to companies. The study reviewed the recent articles published in the international databa
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DR.K.VANITHA, DR K. VANITHA. "Customer Relationship Management on Customer Satisfaction." International Journal of Scientific Research 3, no. 4 (2012): 1–3. http://dx.doi.org/10.15373/22778179/apr2014/240.

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

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Customer relationship management (CRM) is perceived to be failing, and there is an urgent need for some practical ways to address this issue. The research presented in this article demonstrates that the implementation of CRM activities delivers greater profits. Using calculations of the lifetime value of customers in two longitudinal case studies, the research finds that customer management strategies change as more is discovered about the value of the customer. These changes lead to better firm performance. The contribution of this article is to show that CRM works and that a relatively strai
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G.Kalaiarasi, Dr C. Mugunthan,. "Theoretical Framework of Customer Relationship Management: An Overview." International Journal of Scientific Research and Management (IJSRM) 5, no. 7 (2017): 6431–41. http://dx.doi.org/10.18535/ijsrm/v5i7.78.

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

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

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The purpose of this research is to build an electronic Customer Relationship Management applications based computer by using Internet technology to enhance customer relationships. The research method is to do with company business process analysis in maintaining relationships with customers and develop computer-based applications that support enterprise business processes. In analyzing the company's business processes carried out several activities with the company to get the information required and the design of applications that will be built in accordance with needs. The conclusion the imp
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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 (2012): 449. http://dx.doi.org/10.21512/bbr.v3i1.1333.

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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 t
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Dissertations / Theses on the topic "Customer relationship managemente"

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Awan, Salman Ahmad, and Muzafar Said. "Loyalty Enhancing Communication for Telecom Customer Relationships : A Qualitative Study of Telecom Customers." Thesis, Karlstads universitet, Avdelningen för företagsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-9522.

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The telecommunication business has been transformed in Sweden through the past few years. Previously telecom industry was under monopoly which has now been converted into more competitive market in which more competitors have entered and offering various alternatives of different kinds of services. TeliaSonera has been one of biggest telecommunication service providers in Sweden which is amalgamation between two big companies; Telia, a major Swedish company and Sonera which is Finish counterpart of Telia. Currently, TeliaSonera is offering various communication services to its customers such a
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Lönnevik, Helena, and Fiorella Piedra. "Luxury Customer Relationship Management : Customer loyalty through a luxury perspective." Thesis, Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-72857.

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Bakgrund och problemdiskussion: Lyxvarumärkesföretag har börjat undersöka implementering av en strategi som erbjuder livslångt kundvärde. De har även visat intresse som tyder på att de vill tillämpa CRM-policys men är osäkra till hur stor del den går att tillämpa inom lyxindustrin. Vi har med inspiration från artikeln ”Is CRM for Luxury brands?” Cailleux, Mignot & Kapferer (2009) konstaterat att det existerar ett problem med den traditionella CRM som inte förstår ”luxury management” och de exakta implikationerna. Då begreppet CRM anses vara otillräcklig samt bristande vid tillämpning på ly
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Wu, Xueying, and Jingfang Zhao. "Relationship Management of key Customers - in B2B." Thesis, Jönköping University, Jönköping University, Jönköping International Business School, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-9557.

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Broman, Johanna, and Patricia Lundin. "CRM systems management and use : From retail stores perspective." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-17125.

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The purpose of this thesis is to explore how stores in the retail sector and in business to consumers´ relations, are engaged in the CRM systems use and management. The purpose is also to see if the information that is gathered by the headquarters is transferred down to the stores.   The research follows a realistic philosophy combined with an abductive approach and a qualitative method. The choice of design to this research was an exploratory research combined with a case study strategy over a cross-sectional time horizon. The data was collected through semi-structured interviews with manager
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Felix, Amoah. "Customer relationship management practiced by KOSAB." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1008046.

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Customer relationship management (CRM) presents a new paradigm shift to the old traditional marketing strategies that are known and practiced by many organisations in South Africa and across the globe. Competition is not an excuse for failure anymore. Organisations that do not have any concrete strategies in dealing with the customer will not survive in the market. The ultimate goal of CRM is to enable organisations to forge closer ties with the customer so that a solid bond can be created to enhance loyalty and satisfaction. The goal for this research was to identify the CRM strategies used b
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Nacif, Roberta C. "Online customer loyalty : forecasting the repatronage behavior of online retail customers /." Wiesbaden : Dt. Univ.-Verl, 2003. http://www.gbv.de/dms/zbw/374160546.pdf.

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Kuranchie, Frank Kojo. "The Effect of Customer Relationship Marketing on Customer Retention in the Ghanaian Banking Sector : A case study of Intercontinental Bank Ghana Limited." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1102.

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Abstract Customer relationship management as a strategic marketing concept has gained tremendous interest among researchers and practitioners in recent times. Within the last two decades a significant number of research works have been carried out on various issues relating to customer relationship management. However, few empirical studies on market orientation and performance have been established in the Ghanaian banking sector. In an effort to contribute to the existing customer relationship management literature, a study of Intercontinental bank Ghana was conducted. A framework of customer
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Simmons, Robert Lee. "The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, and Revenue." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1451.

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Given that analysts expect companies to invest $22 billion in Customer Relationship Management (CRM) systems by 2017, it is critical that leaders understand the impact of CRM on their bottom line. The purpose of this correlational study was to investigate potential relationships between the independent variables of customer satisfaction and CRM utilization on the dependent variable of business revenue. The service-profit chain formed the theoretical framework for this study. The study population included 203 service branches for an industrial equipment manufacturer in North America. The servic
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Arndt, Oliver H. "Fähigkeiten im Customer Relationship Management /." Bamberg : Difo-Druck, 2009. http://aleph.unisg.ch/hsgscan/hm00264325.pdf.

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Voss, Julian. "Customer-Relationship-Management im Agribusiness." Göttingen Sierke, 2008. http://d-nb.info/989845397/04.

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Books on the topic "Customer relationship managemente"

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Bruhn, Manfred. Relationship marketing: Management of customer relationships. FT/Prentice Hall, 2003.

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Kumar, V., and Werner Reinartz. Customer Relationship Management. Springer Berlin Heidelberg, 2018. http://dx.doi.org/10.1007/978-3-662-55381-7.

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Sperl, Friederike. Customer Relationship Management. Springer Fachmedien Wiesbaden, 2016. http://dx.doi.org/10.1007/978-3-658-11547-0.

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Muther, Andreas. Customer Relationship Management. Springer Berlin Heidelberg, 2002. http://dx.doi.org/10.1007/978-3-642-56222-8.

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Schwetz, Wolfgang. Customer Relationship Management. Gabler Verlag, 2001. http://dx.doi.org/10.1007/978-3-322-89528-8.

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Schwetz, Wolfgang. Customer Relationship Management. Gabler Verlag, 2000. http://dx.doi.org/10.1007/978-3-322-92002-7.

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Kumar, V., and Werner Reinartz. Customer Relationship Management. Springer Berlin Heidelberg, 2012. http://dx.doi.org/10.1007/978-3-642-20110-3.

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Link, Jörg, ed. Customer Relationship Management. Springer Berlin Heidelberg, 2001. http://dx.doi.org/10.1007/978-3-642-56552-6.

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Rajola, Federico. Customer Relationship Management. Springer Berlin Heidelberg, 2003. http://dx.doi.org/10.1007/978-3-540-24718-0.

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Buttle, Francis, and Stan Maklan. Customer Relationship Management. Routledge, 2019. http://dx.doi.org/10.4324/9781351016551.

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Book chapters on the topic "Customer relationship managemente"

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Buttle, Francis, and Stan Maklan. "Customer portfolio management." In Customer Relationship Management. Routledge, 2019. http://dx.doi.org/10.4324/9781351016551-7.

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Prior, Daniel D., Francis Buttle, and Stan Maklan. "Customer Portfolio Management." In Customer Relationship Management, 5th ed. Routledge, 2023. http://dx.doi.org/10.4324/9781003295150-8.

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Wessling, Harry. "Customer Relationship Management." In Network Relationship Management. Gabler Verlag, 2002. http://dx.doi.org/10.1007/978-3-322-82384-7_4.

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Wilde, Silvio. "Customer Relationship – Customer Knowledge." In Customer Knowledge Management. Springer Berlin Heidelberg, 2010. http://dx.doi.org/10.1007/978-3-642-16475-0_5.

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Ahlert, Henning. "Enterprise Customer Management: Integrating Corporate and Customer Information." In Relationship Marketing. Springer Berlin Heidelberg, 2000. http://dx.doi.org/10.1007/978-3-662-09745-8_14.

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Rajola, Federico. "Introduction." In Customer Relationship Management. Springer Berlin Heidelberg, 2003. http://dx.doi.org/10.1007/978-3-540-24718-0_1.

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Rajola, Federico. "The Theoretical Framework of CRM." In Customer Relationship Management. Springer Berlin Heidelberg, 2003. http://dx.doi.org/10.1007/978-3-540-24718-0_2.

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Rajola, Federico. "CRM Project Organization in the Financial Industry." In Customer Relationship Management. Springer Berlin Heidelberg, 2003. http://dx.doi.org/10.1007/978-3-540-24718-0_3.

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Rajola, Federico. "The Organization of Data Warehouse Activities." In Customer Relationship Management. Springer Berlin Heidelberg, 2003. http://dx.doi.org/10.1007/978-3-540-24718-0_4.

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Rajola, Federico. "Organization of Knowledge Discovery and Customer Insight Activities." In Customer Relationship Management. Springer Berlin Heidelberg, 2003. http://dx.doi.org/10.1007/978-3-540-24718-0_5.

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Conference papers on the topic "Customer relationship managemente"

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

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Understanding the nature and role of customer relationship management (hereinafter CRM) is an important prerequisite for business success. A customer requires the company to adhere to certain quality standards as well as affects the performance and management of the company. Customer relationships could be managed and developed to attract new customers and increase business profitability and customer loyalty. The customer is the most valuable asset of a company that helps to achieve goals set by the company. In Latvia, the need to view customer relationships as important in business management
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Kopare, Anand, Ajim Shaikh, Jitender Kumar Sharma, and Ganesh Waghmare. "AI-Enabled Customer Insights: Transforming Marketing and Customer Relationship Management." In 2024 International Conference on Knowledge Engineering and Communication Systems (ICKECS). IEEE, 2024. http://dx.doi.org/10.1109/ickecs61492.2024.10616723.

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Džinić, Tanja, Aleksandra Perić, Slavica Mitrović-Veljković, Stevan Milisavljević, and Đorđe Ćelić. "Customer relationship management in the banking sector." In XIX International May Conference on Strategic Management – IMCSM24 Proceedings. University of Belgrade, Technical Faculty in Bor, 2024. http://dx.doi.org/10.5937/imcsm24047d.

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Customer Relationship Management (CRM) represents a broader business strategy designed to reduce costs and increase profitability by enhancing customer loyalty. CRM is a concept whose implementation leads to customer retention, increasing their number, as well as enhancing the quantity and quality of services provided to these customers. It is both a management philosophy and a methodology for conducting business with customers. The methodology of this paper is based on the analysis of empirical data gathered using a standardized questionnaire that was administered in a bank industry. The most
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Yu, Yufan. "Customer Relationship Management and Online Customers Brand Loyalty." In 2014 International Conference on Global Economy, Commerce and Service Science (GECSS-14). Atlantis Press, 2014. http://dx.doi.org/10.2991/gecss-14.2014.70.

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Ngele, Emmanuel. "Geo-semantic profiling of brand-specific customer experience using citizen-generated social media comments." In International Conference on Artificial Intelligence and Robotics. Machine Intelligence Research Group (MIRG), 2023. https://doi.org/10.52968/15061120.

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A good customer experience is likely to influence a customer’s decision to buy positively and equally a negative customer experience will most likely make a customer decide not to buy or go elsewhere. About 73% of customers said that one negative customer experience is enough for them to leave a brand, and go to a competitor. This research work will use text mining and sentiment analysis techniques to identify and categorize brand-specific social media comments into different groups, including positive, negative, and neutral comments. Geo-profiling techniques will be used to identify patterns
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Gorobeţ, Ilinca. "Customer relationship management (CRM) banking." In International Scientific Conference “30 Years of Economic Reforms in the Republic of Moldova: Economic Progress via Innovation and Competitiveness”. Academy of Economic Studies of Moldova, 2022. http://dx.doi.org/10.53486/9789975155663.51.

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In a condition of fierce competition on the financial market, when banks are losing more and more of their market and customers, CRM banking presents itself as a personalized solution to this problem. The purpose of this research is to highlight the advantages of CRM banking for both the bank and the customer. Research methods will be description, comparison, synthesis. As a result, we will elucidate what CRM banking presents on the domestic market and in international practice.
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Fathi, Mehdi, Kamran Kianfar, Amir Hasanzadeh, and Amir Sadeghi. "Customers fuzzy clustering and catalog segmentation in customer relationship management." In 2009 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM). IEEE, 2009. http://dx.doi.org/10.1109/ieem.2009.5372997.

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Padlee, Siti Falindah, Nurul Athira Izzati Zamri, Wan Norhayati Mohamed, et al. "THE RELATIONSHIP BETWEEN SERVICE FAILURE, SERVICE RECOVERY AND AIRLINE PASSENGER SATISFACTION." In GLOBAL TOURISM CONFERENCE 2021. PENERBIT UMT, 2021. http://dx.doi.org/10.46754/gtc.2021.11.017.

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Service failures and the following service recovery of a firm can greatly influence customer satisfaction, customer loyalty and the relationship quality with the firm, regardless of other firm’s efforts to establish strong relationships with its customers in the long run. Airlines in particular are struggling with several obstacles concerning their business continuity and ability to survive. One of the obstacles is the fact that they are subject to inevitable service failures which are unavoidable. Meanwhile, the concept of potent service recovery has become extremely vital in terms of retaini
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Wei Zhang, Yonggui Wang, Yiren Dong, and Zhong Yao. "Customer relationship activities, relationship quality and relationship benefits: an empirical study in perspective of customers." In Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005. IEEE, 2005. http://dx.doi.org/10.1109/icsssm.2005.1499448.

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Nurainun. "Customer Loyalty and Customer Relationship Management." In Malaysia Indonesia International Conference on Economics Management and Accounting. SCITEPRESS - Science and Technology Publications, 2019. http://dx.doi.org/10.5220/0010520300002900.

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Reports on the topic "Customer relationship managemente"

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

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

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

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Abstract: This article explores the transformative impact of Emotionally Intelligent AI on customer service, focusing on how AI systems are designed to understand and respond to human emotions with empathy and precision. It delves into the core technologies, such as sentiment analysis, emotion recognition models, and reinforcement learning, that enable AI to provide emotionally aware interactions. Practical applications are discussed, including AI-powered customer support, personalized experiences, and crisis management solutions. The Article also covers the psychological foundations of AI-dri
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LaRaine Ingram, Keisha. Applied Sales Predictive Analytics for Business Development. Vilnius Business College, 2024. http://dx.doi.org/10.57005/ab.2024.1.2.

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In the dynamic business environment, leveraging predictive analytics for sales optimization and business development has become crucial for achieving sustained growth. As the e-commerce landscape continues to evolve, many e-businesses must harness the power of predictive analytics to anticipate sales trends and optimize business development strategies. This paper explores the application of sales predictive analytics, focusing on its role in forecasting sales, optimizing resource allocation, and enhancing customer relationship management. The application of predictive analytics in sales foreca
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Liberman, Babe, Jenny Bradbury, Andrew Vollavanh, and Sana Karim. Innovating for Student Success: District-Led Innovation Showcase. Digital Promise, 2025. https://doi.org/10.51388/20.500.12265/255.

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Student success systems are evidence-based approaches that leverage data, relationships, and student-centered mindsets to systematically address achievement patterns and meet individual student needs. The District-Led Innovation Showcase examines the technology and data systems element, highlighting how schools and districts are developing custom data solutions to address gaps in commercially available products for operationalizing student success systems. District-Led Innovations (DLIs) are solutions that range from simple spreadsheet trackers to sophisticated integrated platforms. The Showca
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