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Journal articles on the topic 'Electronic CRM'

Author: Grafiati

Published: 4 June 2025

Last updated: 1 August 2025

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1

Yu, Xiaoyu, Bang Nguyen, Sung Ho Han, Cheng-Hao Steve Chen, and Fei Li. "Electronic CRM and perceptions of unfairness." Information Technology and Management 16, no. 4 (2014): 351–62. http://dx.doi.org/10.1007/s10799-014-0210-4.

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Pouria, Jahanbakhshian. "E-CRM-A Solution for Customer Satisfaction in Electronic ERA." International Journal of Management Sciences and Business Research 1, no. 12 (2012): 01–8. https://doi.org/10.5281/zenodo.3402044.

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: Customer Relationship Management is an essential facet of an organization, encompassing the philosophy of organized business that is engaged with a well-knit customer-focused knowledge base. It is more than software or process, and equal to a culture of gaining and keeping value customers, delivering the immitigable benefits. The e-CRM or electronic customer relationship marketing concept is derived from ecommerce. Electronic CRM can contribute incontrovertibly to organizational transformation into a real time enterprise for customers, while harnessing the power of technology in a rapidly ch

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Kusumaningtyas, Rinda Hesti, Azilla Auri Pramesti, and Sallma Diana Putri. "e CRM." ALINIER: Journal of Artificial Intelligence & Applications 6, no. 1 (2025): 73–82. https://doi.org/10.36040/alinier.v6i1.14538.

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Pergeseran pola bisnis menuntut pelaku usaha, termasuk PT. Antika Anggrek Indonesia, untuk meningkatkan penjualan dan memperhatikan loyalitas pelanggan. Untuk itu, diperlukan sistem informasi terintegrasi dengan konsep Electronic Customer Relationship Management (E-CRM), yang menggabungkan sistem penjualan dengan prinsip CRM berbasis online. Sistem ini bertujuan memperkuat hubungan dengan pelanggan dan mempermudah pengelolaan data transaksi. Pengembangan dilakukan menggunakan Rapid Application Development (RAD) dan framework Bootstrap, dengan perancangan berbasis Unified Modelling Language (UM

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

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

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

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

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Sanara Ismailova, Sanara Ismailova. "FORMATION OF CRM BASED VIRTUAL TRAINING." PAHTEI-Procedings of Azerbaijan High Technical Educational Institutions 07, no. 03 (2021): 25–30. http://dx.doi.org/10.36962/0703202125.

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In the article distance education, advantages of it are informed, the dynamics of development of distance education is shown and the question of formation CRM based distance education is considered. Note for information that distance education is a organized form of educational process on the basis of electronic, telecommunication, software and hardware. Distance education provides long-distance communication between teacher and learner through telecommunications and computer networks based on operative, regular dialogue and feedback. Electronic materials, electronic textbooks, tv programs a

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Nurjoko, Nurjoko, Ihwan Nurdin, Sri Karnila, Hendra Kurniawan, Ruki Rizal, and Neni Purwati. "Electronic Customer Relationship Managemeny (E-CRM) Untuk Sistem Pengaduan Pencemaran Lingkungan." Jurnal SIMADA (Sistem Informasi dan Manajemen Basis Data) 6, no. 1 (2023): 73–81. http://dx.doi.org/10.30873/simada.v6i1.3653.

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Pencemaran lingkungan seperti tempat pembuangan sampah merupakan salah satu hal yang penting untuk mendapatkan perhatian dari jasa lingkungan demi kenyamanan masyarakat. Saat ini, sistem pengaduan pencemaran lingkungan belum dikelola dengan baik, dan masyarakat belum dapat menyampaikan aspirasi pencemaran secara langsung. Sehingga sistem electronic customer relationship management (E-CRM) dikembangkan dengan sangat baik, tidak hanya sebagai sarana bagi masyarakat untuk menyampaikan informasi pengaduan tetapi juga sebagai sistem pengambilan keputusan bagi Dinas Lingkungan Hidup dalam memberikan

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Awad, Abdelrehim, and Muhanad Mahmoud. "Impact of electronic customer relationship management on competitive advantage: Mediating role of customer satisfaction in EgyptAir." Problems and Perspectives in Management 22, no. 3 (2024): 276–86. http://dx.doi.org/10.21511/ppm.22(3).2024.22.

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In today’s highly competitive business environment, organizations, particularly in the airline industry, are increasingly adopting electronic customer relationship management (E-CRM) to enhance customer engagement and achieve a competitive edge. This study aims to analyze the impact of E-CRM on the competitive advantage of EgyptAir, focusing on customer satisfaction as a mediating factor. Employing a descriptive and analytical methodology, the paper surveyed 355 EgyptAir customers, utilizing a structured questionnaire to gather data on E-CRM practices, customer satisfaction, and competitive ad

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Ramadhan, Fajar, Ratih Hurriyati, and Puspo Dewi Dirgantari. "ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) ANALYSIS ON WWW.GIGIBANDOFFICOAL.COM WEBSITE." JURNAL MANAJEMEN DAN BISNIS SRIWIJAYA 17, no. 2 (2020): 107–18. http://dx.doi.org/10.29259/jmbs.v17i2.10306.

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ABSTRAKTujuan penelitian– Menganalisa sistem pelayanan penggemar pada grup band GIGI melalui website mereka seperti data service, data produk, dan data pelanggan dan Mengembangkan aplikasi E-CRM pada grup band GIGI.Desain/Metodologi/Pendekatan– Metode penelitian ini dilakukan dengan dua acara, yaitu Pengamatan Langsung (Observation) dan Analisis Dokumen (Document Analysis).Temuan– Penelitian ini menghasilkan sebuah aplikasi sistem E-CRM yang bisa mempermudah grup band GIGI dalam melakukan pelayanan terhadap peenggemarnya secara maksimal. Keterbatasan Penelitian– Keterbatasan dari penelitian in

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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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Mansour, Ahmad, Hind Al-Ahmed, Anan Deek, Khaled Alshaketheep, Bara Asfour, and Muhammad Alshurideh. "Advancing Sustainable Practices in Electronic Customer Relationship Management." International Review of Management and Marketing 15, no. 1 (2024): 1–8. https://doi.org/10.32479/irmm.17346.

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This paper examines the role of sustainability in determining organisational development and the manner in which it has become a necessity in conducting business. Thus, this research aims at determining the enhancement of sustainable practices in the e-CRM systems. Thus, using surveys and measuring certain e-CRM possibilities quantitatively, interviews and case analyses as qualitative data gathering, the research offers a systemic understanding of how e-CRM may be utilized to encourage sustainability. The preliminary results also reveal a high concern of the respondents towards the sustainabil

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Yu, Xiaoyu, Bang Nguyen, Sung Ho Han, Cheng-Hao Steve Chen, and Fei Li. "Erratum to: Electronic CRM and perceptions of unfairness." Information Technology and Management 16, no. 4 (2015): 363. http://dx.doi.org/10.1007/s10799-015-0214-8.

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Ariani, Lisa, Fauriatun Helmiah, and Febby Madonna Yuma. "PENERAPAN ELECTRONIC CRM BERBASIS WEB PADA DIANID COLLECTION." J-Com (Journal of Computer) 3, no. 2 (2023): 123–30. http://dx.doi.org/10.33330/j-com.v3i2.2285.

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Abstact : Services are activities or activities offered by organizations or individuals to customers or clients, which are intangible and cannot be owned. The aim of this research is to make it easier for customers to place orders (orders) as well as serve as a promotional medium for company products that can save company costs in promoting products to customers. One of the businesses engaged in the business of selling clothing which includes clothes, pants, bags, shoes and others. The problem that occurs is that in the customer service process there are no additional facilities that function

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Oumar, Timothy K., Eric E. Mang’Unyi, Krishna K. Govender, and Sookdhev Rajkaran. "Exploring the e-CRM – e-customer- e-loyalty nexus: a Kenyan commercial bank case study." Management & Marketing 12, no. 4 (2017): 674–96. http://dx.doi.org/10.1515/mmcks-2017-0039.

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Abstract This article scaffolds on customer relationship management (CRM) theory and explores the association between electronic CRM (e-CRM) and electronic customer’s (e-customer) electronic loyalty (e-loyalty) in the banking sector. By using a survey design, data was collected from a convenience sample of customers of a major Kenyan commercial bank, and analysed using structural equation and multiple regression modelling. The findings reveal that there is a positive relationship between e-CRM and e-customers’ loyalty. The e-CRM features at all three stages of an electronic transaction cycle n

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

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

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et al., Anaam. "Critical success factors for electronic customer relationship management success adoption: Telecommunication companies case study." International Journal of ADVANCED AND APPLIED SCIENCES 8, no. 10 (2021): 116–30. http://dx.doi.org/10.21833/ijaas.2021.10.013.

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A systematic literature review has been conducted on the exiting E-CRM system and found that 70% of E-CRM projects do not meet their ultimate goals. Furthermore, more than 77% of E-CRM projects do not succeed in the company's objectives. Many telecommunication companies reported that the existing E-CRM systems face severe challenges, which hinder the E-CRM system's successful adoption. This study aims to report the literature review on the Critical Success Factors for E-CRM systems and identify the rate of failure for E-CRM adoption. The systematic literature review (SLR) method has been condu

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Fatona, Aqli, Havid Syafwan, and Akmal Akmal. "IMPLEMENTATION OF THE WEB-BASED ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT APPLICATION IN THE SYMPLE STORE." JURTEKSI (Jurnal Teknologi dan Sistem Informasi) 10, no. 3 (2024): 553–58. http://dx.doi.org/10.33330/jurteksi.v10i3.3273.

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Abstract: CRM (Customer Relationship Management) is a type of management regarding the management of the company with customers to improve relationships with customers. CRM can be adapted to E-CRM (Electronic Customer Relationship Management) which requires the role of information technology. Symple Store is a business that sells various t-shirts, apparel, and screen printing services. To see the product, customers must come directly to the store because there is no media to convey product information to customers. Symple Store does not have a way to place an order if the customer does not hav

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Kifti, Wan Mariatul, Ahmad Muhazir, Rohminatin Rohminatin, and Adnan Fauzi. "PENERAPAN LAYANAN E-CRM PADA MY PONSEL KISARAN." JOURNAL OF SCIENCE AND SOCIAL RESEARCH 6, no. 1 (2023): 72. http://dx.doi.org/10.54314/jssr.v6i1.1174.

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Persaingan bisnis mendorong beberapa toko ponsel di Kabupaten Asahan, salah satunya ialah toko My Ponsel di kota Kisaran yang terus memikirkan strategi yang sesuai dalam meningkatkan kepuasan pelanggan. Salah satu strategi yang dapat digunakan ialah peralihan CRM ke Electronic Customer Relationship Management (E-CRM) dengan dilatar belakangi era 4.0 dan tingginya permintaan teknologi dikalangan masyarakat modern. Selain itu, penerapan E-CRM menawarkan keuntungan seperti mendapatkan loyalitas pelanggan. Tujuan yang hendak dicapai dari penilitian ini antara lain merancang sebuah sistem yang dapa

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Al-Refaie, Abbas, Mohammad D. AL Tahat, and Nour Bata. "CRM/e-CRM Effects on Banks Performance and Customer-Bank Relationship Quality." International Journal of Enterprise Information Systems 10, no. 2 (2014): 62–80. http://dx.doi.org/10.4018/ijeis.2014040104.

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This research aims at examining the effects of customer relationship management (CRM) and electronic CRM (e-CRM) on banks performance in Jordan using structural equation modelling. Two structural models, I, and II are developed. Fourteen reputable Jordanian banks are selected. Results of Model I show that: (1) internet service function and customer support have significant influence on relationship management (RM), (2) marketing support function has insignificant influence on RM, which indicates, and (3) RM has positive influence on business performance; learning and growth, customer satisfact

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Han, Xue Xue, Jin Hui Lei, Xiao Xia Zhao, Peng Luo, and Ju Fang Li. "Application of Data Mining in CRM." Applied Mechanics and Materials 444-445 (October 2013): 1776–80. http://dx.doi.org/10.4028/www.scientific.net/amm.444-445.1776.

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In the electronic commerce (e-commerce) environment, customer relationship management (CRM) is the core of e-commerce activities, and the customer in the CRM plays a vital role to the enterprise's development. Data mining technology can provide decision support for enterprises in the aspects such as the acquisition and maintaince of customers and the analysis of consumer satisfaction research research (CSR), to improve the market competitiveness of enterprises. This article tells the application of data mining techniques in some areas of CRM.

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Adlin, Faris Nur, Ridi Ferdiana, and Silmi Fauziati. "Current Trend and Literature on Electronic CRM Adoption Review." Journal of Physics: Conference Series 1201 (May 2019): 012058. http://dx.doi.org/10.1088/1742-6596/1201/1/012058.

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Bailey, Ainsworth Anthony. "Factors Promoting Social CRM." International Journal of Customer Relationship Marketing and Management 6, no. 3 (2015): 48–69. http://dx.doi.org/10.4018/ijcrmm.2015070104.

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The principal focus of this paper is the development of a conceptual model that incorporates personality variables and service provider-related social media characteristics to propose their impact on consumers' perceptions of the usefulness of social CRM and user satisfaction with a service provider's social CRM efforts, as well as the impact of these perceptions on subsequent intentions and behaviors such as intention to continue social engagement, social engagement with the brand, and electronic word-of-mouth generation. The model proposes positive and significant relationships among the per

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

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

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Wicaksono, Erwin, Fauziah Fauziah, and Deny Hidayatullah. "Implementasi Electronic Customer Relationship Management menggunakan Metode Framework of Dynamic berbasis Web." Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi) 5, no. 4 (2021): 371. http://dx.doi.org/10.35870/jtik.v5i4.226.

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The purpose of this study is to build soft devices for electronic customer relationship management (e-CRM) with the Framework of Dynamic method which will facilitate customer relationship management that can help relationships between stores and customers so that customers can enjoy and feel comfortable with the store services that can eventually be formed. In implementing this software, the author uses the system development lifecycle (SDLC) method then produces a web-based e-CRM prototype with PHP programming languages and MySQL DBMS. This e-CRM prototype has been tested in terms of verifica

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Mrs., Pooja Amit Waghavekar. "Electronic Customer Relationship Management (E-CRM) :A study of its Role, Influence and Benefits to E- Commerce." International Journal of Advance and Applied Research S6, no. 16 (2025): 93–97. https://doi.org/10.5281/zenodo.15130626.

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<em>The research paper investigates the incorporation of electronic customer relationship management into e-commerce. It discusses how E-CRM systems improve customer satisfaction, loyalty, and retention through the use of digital technologies to customize interactions and facilitate communication. The research brings to light the strong business performance influence of E-CRM, highlighting the latter's capacity for building lasting customer relationships as well as for gaining a competitive edge in the digital market. This paper is qualitative in nature and describes the primary role, influenc

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Sidik, Tri Wijaya Permana, Wina Witanti, and Fajri Rakhmat Umbara. "Pembangunan Sistem Electronic Customer Relationship Management (E-CRM) pada PT. Sapta Satria Jaya." JUMANJI (Jurnal Masyarakat Informatika Unjani) 2, no. 1 (2018): 71. http://dx.doi.org/10.26874/jumanji.v2i1.23.

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PT. Sapta Satria Jaya merupakan perusahaan di bidang jasa keamanan outsourcing dengan sistem kontrak. Pengolahan keluhan terhadap client yang akan dijadikan laporan masih tidak efektif karena laporan dari setiap Danru masih ditulis di kertas sehingga kantor pusat harus membuat format laporan ulang untuk diberikan kepada client setiap 1 bulan sekali. Electronic-Customer Relationship Management (E-CRM) merupakan sebuah strategi yang digunakan oleh suatu organisasi atau perusahaan untuk dapat menciptakan dan mempertahankan suatu hubungan yang baik dan berkelanjutan dengan client dan mengurangi ke

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Safira, Iffah Amalia, Chandra Hendriyani, Fenny Damayanti, and T. Sitti Rochmah. "Implementasi Electronic Customer Relationship Management dalam Meningkatkan Loyalitas Pelanggan Hotel Aston Pasteur." Jurnal Ilmu Manajemen dan Bisnis 12, no. 2 (2021): 119–26. https://doi.org/10.17509/jimb.v12i2.37441.

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E-CRM (Electronic Customer Relationship Managemen) merupakan proses memaksimalkan penjualan terhadap pelanggan dan memprospek pelanggan dengan menggunakan teknologi informasi seperti databases, website, customer service, e-mail, dan social media marketing (Hendriyani Raharja, 2018). Tujuan penelitian ini adalah untuk mengetahui implementasi e-CRM seperti website serta prosedur bisnis yang dilakukan oleh Aston Pasteur Hotel dalam meningkatkan loyalitas pelanggan. Selain itu penerapan e-CRM dalam bentuk e-mail, sitemap dan social media marketing seperti facebook, instagram atau komunikasi secara

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Jamali, Mehdi, Mohammad Azimi Mehrabadi, and Mohammad Pouri. "The Effect of the Implementation of E-CRM Electronic Satisfaction and Loyalty, Electronic Consumers of Mellat Bank's Website." Revista Administração em Diálogo - RAD 19 (April 9, 2017): 117. http://dx.doi.org/10.20946/rad.v19i0.32044.

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Organizations that compete for power in the market constantly looking for ways to overcome their rivals. Today's customers want to engage with the organization. Successful customer relationship management is one of the major competitive advantages that organizations can use to prevent the transmission of clients to other organizations deemed of operation. The degree to which an organization is able to maintain effective communication with their clients, more opportunities to offer more services to its business customers will offer. Considering the above study to evaluate the effect of the impl

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Adhikari, Pitri Raj. "Determinants of Electronic Customer Relationship Management (E-CRM) Systems in the Nepalese Insurance Sector." Journal of Economic Concerns 15, no. 1 (2024): 143–60. http://dx.doi.org/10.3126/tjec.v15i1.70247.

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E-commerce has revolutionized the global shopping landscape, especially among younger generations, by providing unprecedented convenience and accessibility. This shift has transformed traditional retail, enabling consumers to easily find, compare, and purchase products online. The internet has created a centralized platform that brings together competitors and consumers, opening new avenues for product and service promotion. Customer relationships are crucial in customer focused marketing, with Customer Relationship Management (CRM) leveraging customer data to enhance promotions. The evolution

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Sinulingga, Herdiyana Br, and Kumba Digdowiseiso. "Implementation of Electronic Customer Relationship (e-CRM) in Increasing Customer Loyalty PT Cromwell Indonesia." INTERNATIONAL JOURNAL OF ECONOMICS, MANAGEMENT, BUSINESS, AND SOCIAL SCIENCE (IJEMBIS) 4, no. 1 (2024): 583–88. http://dx.doi.org/10.59889/ijembis.v4i1.360.

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The need for clean water and the decreasing availability of clean water are the driving factors for water treatment business players. Every company competes to provide the best service to increase customer loyalty. The method used to increase customer loyalty is customer relationship management (CRM). This research explains the implementation of e-CRM in increasing customer loyalty at PT Cromwell Indonesia. This research uses a descriptive qualitative approach. The primary data source is data obtained from interviews and direct observation at the head office of PT Cromwell Indonesia. From the

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Wildan, Muhammad, and Safitri Juanita. "Implementasi Electronic Customer Relationship Management pada Aplikasi Layanan Pelanggan Hotel." Infotekmesin 13, no. 1 (2022): 144–50. http://dx.doi.org/10.35970/infotekmesin.v13i1.1045.

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The interest of hotel visitors has decreased since the Covid-19 pandemic. So it is recommended that hotels implement Customer Relationship Management (CRM) which has three stages: getting new customers (Acquire), improving customer relationships (Enhance), and retaining customers (Retain). However, hotels currently do not have practical service applications that help to maintain the relationship between hotel management and consumers, so it requires research that implements E-CRM by designing a prototype of web-based Hotel customer service applications. This study aims to standardize hotel cus

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Simranjeet Singh and Pawanjot Kaur. "ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) - OPPORTUNITIES AND CHALLENGES IN THE DIGITAL WORLD." mLAC Journal for Arts, Commerce and Sciences (m-JACS) ISSN: 2584-1920 3, no. 2 (2025): 9–14. https://doi.org/10.59415/mjacs.v3i2.225.

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A customer-focused approach to customer service, customer relationship management (CRM) aims to create enduring bonds with customers that benefit both the selling business and the consumer. In the current competitive market, keeping existing clients and attracting new ones is really difficult task. Furthermore, as a result of advancements in technology, the nature of business transactions has evolved. Since the internet is a vital component of any organization, many view it as an opportunity to reduce customer service expenses and strengthen relationships with customers, better personalised ma

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Miremadi, Alireza, and Omidreza Ghanadiof. "CRM Competitive Strategy in Financial Institutions." European Journal of Business and Management Research 6, no. 3 (2021): 111–17. http://dx.doi.org/10.24018/ejbmr.2021.6.3.867.

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This research highlighted the most essential factors that have influenced CRM from the customers’ side. To execute this research, the researcher has reviewed literature, design a questionnaire, and distributed 430 questionnaires among the respondents in main different cities. Furthermore, the results were analyzed through SPSS and SEM Software. This research’s comprehensive CRM models try to evaluate the association of Physical Environment Quality, Products & Services, Quality of Virtual Environment, and Quality of Electronic Banking Service as an indicator of External Customer Relationshi

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McMahon, Fiona, and Aodheen O’Donnell. "Electronic Customer Relationship Management and SME Marketing Practice." International Journal of E-Adoption 1, no. 4 (2009): 95–110. http://dx.doi.org/10.4018/jea.2009100105.

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Evidence suggests that small to medium sized enterprises (SMEs) have failed to capitalize on the Internet to facilitate the management of customer relations (e-CRM) and the creation of competitive advantage (Chen & Popovich, 2003; Geiger & Martin, 1999; McGowan et al., 2001; O’Toole, 2001). This is attributed to a lack of influence, time, finance and specialised knowledge, (Carson & Gilmore, 2003) coupled with the reality that most Information Systems and Technology models and tools have been developed from the perspective of the large firm (Maguire et al., 2007; Poon & Swatman

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Sihite, Ingrid Sartika Putriayu, Havid Syafwan, and Zulfan Effendi. "IMPLEMENTASI E-CRM PADA FIRA QUEEN COSMETIC DALAM MEMPROMOSIKAN PRODUK." JSiI (Jurnal Sistem Informasi) 11, no. 2 (2024): 112–20. http://dx.doi.org/10.30656/jsii.v11i2.9178.

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Bisnis dapat dijalankan tanpa harus terkendala pada batas negara dengan adanya teknologi digital. Pihak perusahaan dapat bertemu dengan partner dan kliennya dari seluruh penjuru dunia. Electronic Customer Relationship Management (E-CRM) merupakan suatu metode dalam mengelola hubungan antara perusahaan dengan pelanggan dalam rangka peningkatan loyalitas pengkonsumsian produk-produk atau jasa yang ditawarkan oleh perusahaan dengan memanfaatkan media elektronis. Metode yang digunakan dalam penelitian ini adalah metode kualitatif, yaitu metode yang menuju pemahaman secara mendalam, dengan memperol

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Athallah Hanif Prasetyo, Agus Umar Hamdani, Dian Anubhakti, and Samsinar Samsinar. "Penerapan Electronic Customer Relationship Management Berbasis Framework of Dynamic CRM Pada Toko Clashy." KRESNA: Jurnal Riset dan Pengabdian Masyarakat 3, no. 1 (2023): 11–20. http://dx.doi.org/10.36080/kresna.v3i1.71.

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Clashy.id adalah sebuah perusahaan yang bergerak dalam bidang jasa perawatan kecantikan, kosmetik, dan perawatan pribadi untuk laki-laki dan perempuan dari berbagai usia. Saat ini, Clashy.id belum memiliki sistem online yang dapat meningkatkan kinerja dan pelayanan terhadap pelanggan. Untuk mengatasi masalah ini, peneliti menganalisis dan merancang sebuah sistem dengan menggunakan Electronic Customer Relationship Management (E-CRM) menggunakan pendekatan framework of Dynamic CRM dan dibangun menggunakan bahasa pemrograman PHP dengan kerangka kerja Laravel. Sistem ini dirancang untuk mengelola

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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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Al-Ma'aitah, Mohammad. "Drivers of E-Government Citizen Satisfaction and Adoption." International Journal of E-Business Research 15, no. 4 (2019): 40–55. http://dx.doi.org/10.4018/ijebr.2019100103.

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This study investigated the impact of drivers of e-government, particularly social CRM, citizen trust, and quality of electronic services, on citizen satisfaction with e-government services in the Jordanian environment. In addition to measuring the impact of social CRM on citizen trust and service quality respectively and its impact on citizen satisfaction. A convenience sample was used to achieve the study purpose consisting of 386 questionnaires collected online. The resulting data was analyzed using PLS.2 software. The study findings reveal that social CRM has a significant impact on citize

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Anggraeni, Diana. "Electronic Customer Relationship Management and Browsing: Driving Electronic Word of Mouth in Indonesia’s Online Marketplace." Jurnal Komunikasi Ikatan Sarjana Komunikasi Indonesia 10, no. 1 (2025): 222–32. https://doi.org/10.25008/jkiski.v10i1.1035.

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This study delves into the effects of Electronic Customer Relationship Management (e-CRM), hedonic and utilitarian browsing on e-satisfaction, and their influence on electronic Word of Mouth (eWOM) in Indonesia's online marketplace. The digital commerce landscape emphasizes e-CRM's importance in managing customer interactions. Surveying 962 active users, this quantitative study reveals significant links between browsing behaviors and e-satisfaction, underlining diverse user preferences. Positive associations with eWOM suggest satisfied users advocate for brands. However, e-CRM shows non-signif

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Safari, Mohammad. "A conceptual framework to explain the relationship among electronic customer relationship management and electronic customer lifetime value: investigation the antecedents and presentation a structural model." New Trends and Issues Proceedings on Humanities and Social Sciences 4, no. 10 (2018): 185–93. http://dx.doi.org/10.18844/prosoc.v4i10.3074.

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This study investigates the relationship between electronic customer relationship management (CRM) and electronic customer lifetime value and their analysis in the electronic business environment in the form of a conceptual framework. CRM is a tool that different industries, especially in competitive conditions, use to maintain customers and increase their satisfaction. An important concept that arises as customer lifetime value that specifies the expected amount of value that the client in a given period of time creates is undoubtedly related to the benefits that accrue to the organisation. T

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Tian, Jenny, and Sophia Wang. "Signaling Service Quality via Website e-CRM Features." Journal of Hospitality & Tourism Research 41, no. 2 (2016): 211–45. http://dx.doi.org/10.1177/1096348014525634.

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This article evaluates the electronic customer relationship management (e-CRM) features on hotel websites and examines the effectiveness of e-CRM quality as a signal that conveys information about unobservable hotel service quality. Complementary findings from two studies are presented. In Study 1, the results from lab experiments show that hotel e-CRM quality had positive effects on potential customers’ expectations for service quality, trust in and satisfaction with the hotel website, and intentions to purchase from the website. In Study 2, observational data collected from an influential ho

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Wang, Yifan. "A Model Predicting CRM Resource Effect on Business Performance through CRM Capabilities." Wireless Communications and Mobile Computing 2023 (May 13, 2023): 1–24. http://dx.doi.org/10.1155/2023/9792999.

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This study employs the CRM measurement model to the context of customer relationship management (CRM). It is aimed at indirectly examining the relationships between various resources of CRM and business performance. Additionally, this study is aimed at contributing to marketing research by placing an emphasis on CRM technology and their impact on performance. Through collecting secondary data, the direct and indirect effects of CRM resources and capabilities on business performance are examined within a sample of 6 case companies in the UK grocery market during 2015~2017. Additional measure of

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Al-Bashayreh, Mahmood, Dmaithan Almajali, Manaf Al-Okaily, Ra’ed Masa’deh, and Ahmad Samed Al-Adwan. "Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction." Sustainability 14, no. 19 (2022): 12310. http://dx.doi.org/10.3390/su141912310.

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This study evaluated the relationships among variables in electronic customer relationship management (e-CRM) success. The purpose of this paper is to examine the effect of technological readiness, privacy, COVID-19, customer pressure, trust, level of service quality, and customer satisfaction. Quantitative research methods were applied in examining the causal associations among the primary variables of the study. We used a sample approach called purposive sampling. Data was obtained from 390 completed questionnaires collected from employees, who took part in CRM technology activities, working

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Waechter, Dario. "„Mit CRM Energiekunden begeistern“." BWK ENERGIE. 71, no. 12 (2019): 14–15. http://dx.doi.org/10.37544/1618-193x-2019-12-14.

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Damit Energiedienstleister ihren Kunden eine einzigartige Customer-Experience bieten und sie langfristig an sich binden können, braucht es umfangreiches Wissen über das Kundenverhalten. Dario Waechter, Head of Data & Analytics von atlantis media, verrät, warum die Analyse von Kundendaten gerade für Energieversorger großes Potenzial bietet und ein CRM-System die maßgebliche Basis bildet, um Energiekunden begeistern zu können.

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Hidayatuloh, Sarip, Nidaul Hasanati, and Muhammad Rafi Wirawan. "Pengembangan Electronic Customer Relationship Management Berbasis Web untuk Peningkatan Loyalitas Pelanggan." Applied Information System and Management (AISM) 4, no. 1 (2021): 45–50. http://dx.doi.org/10.15408/aism.v4i1.14513.

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Bisnis sudah menjadi bagian dari kehidupan masyarakat. Salah satunya yang tidak lepas dari bisnis adalah perusahaan. Perusahaan di seluruh dunia bersaing untuk mendapatkan keuntungan yang sebesar-besarnya dari customer. Mereka semua berlomba-lomba mendapatkan customer dengan cara mempelajari perilaku customer yang cenderung konsumtif dan selalu berubah - ubah mengikuti tren. Customer Relationship Management (CRM) menjadi salah satu hal yang berperan penting bagi perusahaan. PT. Sanprima Sentosa adalah salah satu cabang dealer dan bengkel dari Astra Honda Motor (AHM) Indonesia yang membutuhkan

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Trung, Ngo Minh. "CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN THE 21ST CENTURY: A REVIEW." International Journal of Research in Commerce and Management Studies 04, no. 05 (2022): 42–56. http://dx.doi.org/10.38193/ijrcms.2022.4503.

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Customer relationship management (CRM) has drawn great attention across research areas. However, little effort has been made to reveal and evaluate new changes relating to customer relationship management (CRM) in the 21st century. Therefore, to address this gap, the paper adopts the literature analysis method to review 37 studies, published from 2010-2021. The results show that the interest of the scholars during this time focuses on the combination of information technology (IT) and customer relationship management (CRM) in terms of electronic CRM (e-CRM) or social CRM (s-CRM) to improve fir

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Agustin, Wirta, Radhi Adlan, and Yoyon Efendi. "Pembangunan Website E-CRM (Electronics Customer Relationship Management) pada House Of Smith Pekanbaru." IT JOURNAL RESEARCH AND DEVELOPMENT 3, no. 2 (2018): 9–18. http://dx.doi.org/10.25299/itjrd.2019.vol3(2).1893.

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CRM (Customer Relationship Management) merupakan cara untuk pengelolaan relasi antara sebuah perusahaan didalam konsumsi produk atau jasa yang diproduksi perusahaan tersebut. Berkembangnya teknologi, metode CRM pun mulai dikembangkan menjadi Electronic Customer Relationship Management (E-CRM). Banyaknya varian produk yang ditawarkan oleh House of Smith dapat dimanfaatkan sebagai strategi unggulan dalam menjaga loyalitas pelanggan. Perancangan aplikasi E-CRM pada House of Smith adalah membantu perusahaan mengetahui kebutuhan pelanggan secara personal serta mampu memberikan pelayanan yang sesuai

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Wijaya, Deborah, and Retno Dewanti. "Analysis of The Effect of Electronic Customer Relationship Management and Perceived Value on E-Customer Loyalty Through E-Customer Satisfaction on XYZ.Com." Social Economics and Ecology International Journal (SEEIJ) 6, no. 2 (2023): 60–71. http://dx.doi.org/10.21512/seeij.v6i2.10425.

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Electronic Customer Relationship Management is an integrated CRM function with the use of an online environment to identify, attract and retain an organization’s customers. E-CRM has an important role in addressing the challenges that exist in the e-commerce industry and certainly affect the success of e-commerce. In an online business, perceived value is something that must be maintained, that it can become a company's advantage in competing. The purpose of this research is to identify the effect of Electronic Customer Relationship Management (E-CRM) and Perceived Value in increasing customer

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Feiggi, Lucia St. "Implementation of E CRM Electronic Customer Relationship Management using the ERP Concept in Case Studies of Conventional Weaving Fabric Companies." International Journal of Trend in Scientific Research and Development 4, no. 3 (2020): 247–50. https://doi.org/10.5281/zenodo.3892564.

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The increasing of internet use in Indonesia has a quite significant value of 143.26 million in 2019. This value has an impact on the business venture in running their business. Most business enterprises in Indonesia have implemented information technology in their business processes, where the benefits of applying information technology to the business ventures can be used as a free promotional media by utilizing existing social media. Of course, with the use of information technology, it will increase business competition that is quite tight, where companies that do not implement technology w

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Rosalina, Vidila, Hamdan Hamdan, and Harsiti Harsiti. "PENGENALAN APLIKASI ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) PADA PELAKU USAHA MIKRO KECIL DAN MENENGAH (UMKM) DESA HARJATANI." KUAT : Keuangan Umum dan Akuntansi Terapan 1, no. 2 (2019): 71–75. http://dx.doi.org/10.31092/kuat.v1i2.465.

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Usaha Mikro Kecil dan Menengah (UMKM) di desa Harjatani sebagian besar masih dikelola dengan metode konvensional karena sentuhan teknologi informasi belum dilakukan secara optimal. Salah satu pendekatan bisnis modern adalah dengan memperhatikan faktor pelanggan, bukan saja sebelum transaksi, tapi tidak kalah penting adalah setelah transaksi. Sistem Teknologi Informasi yang digunakan untuk mengelola pelanggan dengan tujuan untuk meningkatkan retensi pelanggan ini disebut dengan Electronic Customer Relationship Management (E-CRM). Perangkat lunak E-CRM yang sekarang ada lebih berorientasi ke per

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