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Journal articles on the topic 'Customer relationship managemente'

Author: Grafiati

Published: 10 September 2021

Last updated: 29 July 2025

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1

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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Rachmawati, Tita. "Kegunaan Customer Relationship Management (CRM)." Applied Business and Administration Journal 1, no. 2 (2022): 17–25. https://doi.org/10.62201/7ys3j579.

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

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

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CRM (Customer Relationship Management) is a new approach to managing the relationship between companies and business customers, aiming to maximize communication, marketing, and added value for customers. By integrating company policies, processes, and strategies, CRM enables effective interaction with customers and management of customer information. The implementation of CRM typically utilizes information technology to attract and retain profitable customers. The primary objective of CRM in business is to enhance relationships with existing customers and provide comprehensive information to i

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Mandal, Pratap Chandra. "Engaging Customers and Managing Customer Relationships." Journal of Business Ecosystems 4, no. 1 (2023): 1–14. http://dx.doi.org/10.4018/jbe.322405.

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Marketing is about engaging customers and managing profitable customer relationships. Marketers aim to create value for customers in order to capture value from customers in return. The objective of the study is to discuss customer value, customer engagement, building customer relationships, and the various strategies and initiatives adopted by companies. Customer relationship levels and roles of digital and social media in customer engagement are discussed. Customers themselves generate substantial content nowadays. Again, companies should develop relationships not only with customers but als

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

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

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Purnima, Chourasiya*. "A REVIEW ON DATA MINING TECHNIQUES USED TO IMPROVE THE CUSTOMER RELATIONSHIP MANAGEMENT THAT HELPS TO IMPROVE THE BUSINESS REVENUE." INTERNATIONAL JOURNAL OF ENGINEERING SCIENCES & RESEARCH TECHNOLOGY 7, no. 4 (2018): 555–61. https://doi.org/10.5281/zenodo.1219794.

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In recent years many organizations have identified the need to become more customers facing with increased global competition. As a consequence, customer relationship management (CRM) has risen to the agenda of many organizational strategies. The past decade has witnessed a shift from the need to manage transactions to that of the need to manage relationships. Where Enterprise Resource Planning software dominated the management of transactions era, CRM software leads in regard to relationships. At present, a balanced view of CRM software is scantly presented instead relying on vendor oratory.

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

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

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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 (2023): 106–15. http://dx.doi.org/10.54180/jiesp.2023.2.2.106-115.

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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 Ha

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

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

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

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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

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

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

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

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

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

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

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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 (2023): 266. http://dx.doi.org/10.33087/jiubj.v23i1.3286.

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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 satisfactio

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

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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 c

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

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

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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 (2024): 2593–600. https://doi.org/10.37641/jimkes.v12i6.2993.

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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.

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Yanto, Widja, and Herry Mulyono. "Electronic Customer Relationship Management (E-CRM) Berbasis Web Pada Nada Salwa Tour & Travel Jambi." Jurnal Manajemen Sistem Informasi 7, no. 3 (2022): 379–93. http://dx.doi.org/10.33998/jurnalmsi.2022.7.3.176.

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Nada Salwa Tour & Travel is one of the service businesses engaged in travel. Where the current system has problems in getting new customers, improving customer relationships, and retaining customers. Based on the existing problems, Nada Salwa Tour & Travel requires a web-based Electronic Customer Relationship Management (E-CRM) system that can help Nada Salwa Tour & Travel and its customers establish good relationships. The purpose of this research is to analyze the service relationship between the company and its customers and to design a prototype of a web-based Electronic Custom

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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 (2024): 153–59. https://doi.org/10.29070/t8yrd959.

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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,

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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 (2017): pp 65–72. https://doi.org/10.5281/zenodo.857528.

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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, manufac

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Yacob, Haliso, and Omonori Abayomi Adedayo. "Electronic customer relationship management in commercial banks in Ondo State, Nigeria." Library and Information Perspectives and Research 4, no. 1/2 (2022): 85–92. http://dx.doi.org/10.47524/lipr.v4i1.86.

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The advent of ICT has compelled banks to embrace electronic customer relationship management (E-CRM) in order to strengthen customers’ relationships and increase profits, satisfaction, and loyalty. The continual and rapid growth of information and communication technology (ICT) in Ondo State, Nigeria, improves and promotes customers’ relationships with commercial banks, as well as the operations and services supplied by the banking sector. Many financial institutions have adopted the motto "customers are kings/queens" strategy by transforming their corporate environment and incorporating vario

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Rafael, Kelly Priscilla Lorena da Silva Simões, Luccas Braga Barbosa, Valmir de Souza Alves, Victor da Silva Almeida, and José Carlos Alves Roberto. "Proposta de implementação da ferramenta Customers Relationship Management (CRM) para facilitar o registro e manter atualizada a carteira de clientes a fim de alcançar os objetivos pré-estabelecidos pela empresa: estudo de caso na empresa Unipet Manaus." Núcleo do Conhecimento 13, no. 11 (2021): 05–24. https://doi.org/10.32749/nucleodoconhecimento.com.br/administracao/ferramenta-customers-relationship.

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O mercado voltado para os cursos, treinamentos e capacitação de pessoas está cada vez mais requisitado, devido ao valor que é oferecido ao aluno/cliente. O maior desafio, nesse campo, é criar um relacionamento duradouro e transparente, que transmita confiança para os clientes. O presente artigo teve como propósito realizar um estudo de caso na microempresa Unipet Manaus que atua no segmento de ensino pet e veterinário em Manaus. Neste contexto, levantou-se o seguinte questionamento: como a implementação da ferramenta Customers Relationship Management (CRM) pode facilitar o registro e manter at

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Oduro, Eric, Francis O. Boachie-Mensah, and Gloria K. Q. Agyapong. "Determinants of Customer Satisfaction in the Telecommunication Industry in Ghana: A Study of MTN Ghana Limited." International Journal of Marketing Studies 10, no. 3 (2018): 101. http://dx.doi.org/10.5539/ijms.v10n3p101.

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The study examined the determinants of customer satisfaction in MTN Ghana Limited. The variables of concern were customer expectation, relationship quality, perceived value, perceived quality, and customer loyalty. The American Customer Satisfaction Index (ACSI) model was adapted as the main framework for analyzing customer satisfaction. Data for the study came from a systematic random sample of 377 MTN mobile subscribers, employing questionnaires. Two managers of the mobile network were interviewed on issues related to their CRM systems. Multiple regression analyses were used to examine the r

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G.M. Siddeeq. "Effectiveness of Customer Relationship Management Practices at Hyundai Motors." Communications on Applied Nonlinear Analysis 31, no. 5s (2024): 105–9. http://dx.doi.org/10.52783/cana.v31.1004.

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Companies constantly strive to increase their profits, but the competition is tough in the market. Businesses try to either keep their existing customers through increased satisfaction, or to win new customers and new market shares in order to reach their objective. The term Customer Relationship Management was developed in the late 1990s, in order to facilitate relationships at the “business to consumer market”. CRM is used as a tool in order to build long term relationships between sellers and buyers. Through this relationship both the company and its customers should receive mutual benefits

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Shelvina Putri Danisa and Muchsin Muthohar. "Analisis Strategi Customer Relationship Management untuk Meningkatkan Loyalitas Pelanggan dalam Pembelian Suku Cadang Pada PT Trakindo Utama Cabang BSD." Jurnal Nuansa : Publikasi Ilmu Manajemen dan Ekonomi Syariah 1, no. 3 (2023): 297–307. http://dx.doi.org/10.61132/nuansa.v1i3.269.

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The intense competition within the industrial sector drives companies to be more proactive in creating innovations and continuously designing strategies to maintain their position in the market. This action is also implemented by one of the heavy equipment companies in Indonesia, namely PT Trakindo Utama. The company must have an effective customer relationship management strategy to enhance customer loyalty, thereby improving relationships with customers and retaining existing ones. This research aims to determine whether the implementation of customer relationship management strategies effec

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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 (2024): 1–5. http://dx.doi.org/10.55041/ijsrem34759.

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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 p

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Mokha, Anupreet Kaur, and Pushpender Kumar. "Examining the Interconnections Between E-CRM, Customer Experience, Customer Satisfaction and Customer Loyalty." Journal of Electronic Commerce in Organizations 20, no. 1 (2022): 1–21. http://dx.doi.org/10.4018/jeco.292474.

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This study examines the impact of electronic customer relationship management (E-CRM) on customer loyalty through the mediating effects of customer experience and customer satisfaction in the context of the banking industry. Customer experience and customer satisfaction are considered to be pre-requisite tools for improving and enhancing long-lasting relationships with customers. The study has adopted Stimulus-Organism-Response (S-O-R) model as theoretical support to examine the relationships. To achieve the objectives, the data was gathered from 836 banks’ customers of India. The data was the

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Purnama, Chamdan. "Importance of Customer Relationship Management in Customer Loyalty (Brangkal Offset of East Java, Indonesia)." Journal of International Business Research and Marketing 1, no. 1 (2015): 29–35. http://dx.doi.org/10.18775/jibrm.1849-8558.2015.11.3004.

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This study examines the importance of customer relationship management to increase customer loyalty. The study uses two years’ data on 71 customers (respondents)of Brangkal Offset chosen on the basis of a random sampling technique. Results of this investigation indicate that important aspects of customer relationship management are people, process, and technology both partially and simultaneously have an impact on the increase of customer loyalty.

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

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

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

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

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

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

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

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Oktophilus, Mikhael. "Customer Relationship Management, Sebuah Bentuk Komunikasi Perusahaan untuk Menjaga Kelestarian Pelanggan." Applied Business and Administration Journal 1, no. 2 (2022): 45–55. https://doi.org/10.62201/j2bj0v95.

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The complexity of customer needs or desires makes companies increasingly motivated to provide the best products/services by adjusting the characteristics of the customers themselves. The pattern of service to customers has shifted, which initially considered the customer as a buyer in a transactional relationship, now it has shifted slightly to a more positive one, namely that the customer is a long-term asset for the company's sustainability. With the implementation of Customer Relationship Management, companies have full awareness to build relationships with them, in order to streamline and

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Ezilarasi, S., and M. Kavitha. "A Study of Customer Relationship Management and Customer Preferences in Apparels with Special Reference to Chennai Retail Stores." ComFin Research 10, no. 1 (2022): 52–57. http://dx.doi.org/10.34293/commerce.v10i1.4569.

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Customer Relationship Management (CRM) is a comprehensive approach to developing, sustaining, and expanding customer relationships. Customer relationships, on the other hand, are not widely considered in the businesses of small street vendors. The customer relationship management adoption process in small businesses and the goal of this paper is to expand knowledge and provide a better understanding of the CRM adoption process through an empirical study in Chennai and also particularly bring out the most effective practice that influences customers shopping decision. The Indian apparel retail

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Onyike, J. U., and C. C. Orga. "Customer Relationship Management Strategy and Organizational Performance of Cadbury Nigeria Plc, Lagos State." European Journal of Finance and Management Sciences 6, no. 4 (2022): 19–29. https://doi.org/10.5281/zenodo.7295911.

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<strong>ABSTRACT</strong> The study focused on the Customer Relationship Management (CRM) strategy and organizational performance of Cadbury Nigeria plc. Lagos State. The objectives of the study were to determine the relationship between customer knowledge management capability, customer interaction management capability, customer win-back capability, and customer patronage in Cadbury Nigeria plc. In the study, a descriptive survey design was adopted. The sources of data for the study were employees of Cadbury Nigeria plc. Lagos State. The arithmetic means standard deviation and t-test were us

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Pratiwi, Winda, Muhammad Amin, and Pristiyanilicia Putri. "CLOTHING SALES STRATEGY AT ANEKATEX SHOP WITH E-CRM CONCEPT." JURTEKSI (Jurnal Teknologi dan Sistem Informasi) 11, no. 1 (2024): 31–36. https://doi.org/10.33330/jurteksi.v11i1.3365.

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Toko Anekatex is a business engaged in fashion for women, men, children, as well as school uniforms, pajamas, and other robes located on Jalan Dr. Sutomo No. 41 Kisaran city. In maintaining 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 customer

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

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

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

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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

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Nehari-Talet, Amine, Samer Alhawari, and Haroun Alryalat. "The Outcome of Knowledge Process for Customer of Jordanian Companies on the Achievement of Customer Knowledge Retention." International Journal of Knowledge Management 6, no. 1 (2010): 44–61. http://dx.doi.org/10.4018/jkm.2010103003.

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Organizations have increasingly recognized the importance of managing customer relationships, and Knowledge Management (KM) from the perspective of a process approaches assure positive impact on customer retention. Many organizations are turning to Customer Relationship Management (CRM) to better serve customers and facilitate closer relationships. This paper investigates how Knowledge Process for customers is used in practice by Jordanian companies to achieve Customer Knowledge Retention. The current practice is based on the data collected from 156, randomly drawn and reported from a survey o

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Öberg, Christina. "Customer relationship challenges following international acquisitions." International Marketing Review 31, no. 3 (2014): 259–82. http://dx.doi.org/10.1108/imr-10-2012-0166.

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Purpose – An important task following international acquisitions is to coordinate customer relationships; that is, to organise customer interfaces and possibly establish new relationships between customers and the acquirer/the acquired party. Yet, such coordination may prove to be problematic, not the least since customers react to acquisitions. The purpose of this paper is to describe and discuss customer relationship coordination challenges following international acquisitions. Focus is placed on business-to-business customers in the country of the acquired party. Design/methodology/approach

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

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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). T

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