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Journal articles on the topic 'Electronic Customer Relationship Management (E-CRM)'

Author: Grafiati

Published: 4 June 2025

Last updated: 1 August 2025

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1

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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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Devi, Vaishali, and Anil Kanwa. "Challenges and Opportunities of E-CRM Adoption in the Banking Sector: A Review of the Literature." TECHNO REVIEW Journal of Technology and Management 4, no. 1 (2024): 18–28. http://dx.doi.org/10.31305/trjtm2024.v04.n01.002.

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This research paper explores the evolution and significance of Electronic Customer Relationship Management (E-CRM) in the banking sector. Initially established in the 1970s, CRM prioritized customer satisfaction over product innovation. E-CRM further revolutionized these principles by leveraging Information and Communication Technologies (ICT) to provide enhanced services and deepen customer relationships. This paper examines the challenges and benefits of implementing E-CRM practices in the banking industry, emphasizing its role in acquiring and retaining customers, while accommodating the ch

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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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Fitriany, Armelia Eka, and Herry Mulyono. "Analisis Customer Relationship Management (CRM) Pada Bisnis Penjualan Sepeda Motor dengan Pengujian Sistem Metode UCD." TIN: Terapan Informatika Nusantara 5, no. 1 (2024): 90–99. http://dx.doi.org/10.47065/tin.v5i1.5212.

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Nada Salwa Tour & Travel is a service business operating in the travel sector. Where the current system has obstacles in acquiring new customers, improving relationships with customers, and retaining customers. Based on 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 customers in establishing good relationships. The aim of this research is to analyze the service relationship between companies and customers and design a web-based Electronic Customer Relationship Man

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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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Bala, Anju. "Role of Information Technology in Improving E-CRM Practices." International Journal of Research 11, no. 5 (2024): 420–27. https://doi.org/10.5281/zenodo.12618613.

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<em>The advent of information technology (IT) has significantly transformed various business processes, including Customer Relationship Management (CRM). Traditional CRM practices, which largely relied on manual processes and face-to-face interactions, have evolved into sophisticated digital systems, leading to the emergence of Electronic Customer Relationship Management (E-CRM). E-CRM leverages IT to enhance interactions with customers, streamline operations, and foster long-term relationships. This paper explores the multifaceted role of IT in improving E-CRM practices by examining its profo

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Cahyaningrum, Adinda, Indra Hastuti, and Agus Suyatno. "Pengaruh Electronic Customer Relationship Management terhadap Kualitas Pelayanan dan Customer Satisfaction." Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah 6, no. 3 (2023): 3008–17. http://dx.doi.org/10.47467/alkharaj.v6i3.4911.

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The background of this research is that most consumers come to fulfill their needs. This is in accordance with Alfamart's mission of providing satisfaction to customers or consumers by focusing on superior quality products and services. CRM as an integration of processes, human capital and technology seeks the best understanding of the company's customer place and focuses especially on customer retention and relationship management. . This research uses field research, namely research in which the data is extracted through observations and data sources in the field, which means that researcher

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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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Ahmed, Bashar Shahir, Mohammed Larbi Ben Maati, and Badreddine Al Mohajir. "Improve Intelligence of E-CRM Applications and Customer Behavior in Online Shopping." International Journal of Business Intelligence Research 6, no. 1 (2015): 1–10. http://dx.doi.org/10.4018/ijbir.2015010101.

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The advent of internet has led to the application of electronic services in enhancing the customer relationship management. E-CRM integrates IT in internal organization in executing the marketing strategies. The current issue facing the E-CRM is determining the number of customers that are responsive to the e-commerce application. Furthermore, a huge number of customers are continuously becoming frustrated when using the E-CRM application. The application, thus becomes redundant making it difficult in meeting the set targets of customer service. The purposive study thus seeks to understand the

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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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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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E. Mang’unyi, Eric, Oumar T. Khabala, and Krishna K. Govender. "The relationship between e-CRM and customer loyalty: a Kenyan Commercial Bank case study." Banks and Bank Systems 12, no. 2 (2017): 106–15. http://dx.doi.org/10.21511/bbs.12(2).2017.11.

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Since customer loyalty is key, especially in the highly competitive commercial banking environment, this article evaluated the effects of features of electronic customer relationship management (e-CRM) on customer loyalty. Using a cross-sectional survey design, data were collected from a convenience sample of customers of a major international Kenyan bank using self-administered questionnaires. The findings based on correlation and multiple regression analyses, revealed that pre-service, during (the) service and post transactional e-CRM features have a positive and significant relationship wit

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Ariska, Anggi Mela, Novica Irawati, and Ahmad Muhazir. "Penerapan Elektronik Customer Relationship Management (E-CRM) Dalam Penjualan Roti Berbasis Web." JURNAL MEDIA INFORMATIKA BUDIDARMA 6, no. 2 (2022): 1090. http://dx.doi.org/10.30865/mib.v6i2.4002.

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UD Roti Ali is a home industry engaged in the production of bread making. The rapid development of technology in the world has had a major influence on the performance of bread making in all business fields, especially in the food manufacturing business. The business strategy of retaining old customers is more profitable than finding new customers, so it is necessary to maintain relationships with customers. UD Roti ali does not yet have a strategy to get new customers to find out information about products and prices. Currently UD Roti Ali does not yet have the right relationship with custome

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Nabila, Amalia. "Effectiveness of Electronic Customer Relationship Management on Tomoro Coffee Applications in Jakarta." International Student Conference on Business, Education, Economics, Accounting, and Management (ISC-BEAM) 2, no. 1 (2024): 1472–92. http://dx.doi.org/10.21009/isc-beam.012.99.

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This study aims to determine the effectiveness of the application of electronic customer relationship management (e-CRM) in the TOMORO Coffee application in Jakarta which affects building relationships with customers. This study uses a type of quantitative research with purposive sampling technique. While the analysis techniques used are descriptive analysis, simple tabulation analysis and average scores. From the research results obtained, the dimensions related to e-CRM in this study, namely web design, search capabilities, loyalty programs, payment methods and customer support, are included

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Yanto, Widja, and Herry Mulyono. "Pemanfaatan E-Customer Relationship Management untuk Peningkatan Usaha Tour & Travel dengan Pengujian User Centered Design." TIN: Terapan Informatika Nusantara 5, no. 1 (2024): 46–55. http://dx.doi.org/10.47065/tin.v5i1.5152.

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Nada Salwa Tour & Travel is one of the service businesses operating in the travel sector. Currently, the existing system faces challenges in acquiring new customers, enhancing relationships with existing ones, and retaining them. To address these issues, Nada Salwa Tour & Travel requires a web-based Electronic Customer Relationship Management (E-CRM) system that can assist both the company and its customers in fostering good relationships. The objective of this research is to analyze the service relationship between the company and its customers and to design a Sistem web-based Electro

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Fatimah Syamsul, Nurwati, and Wiwin Handoko. "The Use of E-CRM as a Means of Selling Groceries." Jurnal Sistem Cerdas 7, no. 2 (2024): 189–98. http://dx.doi.org/10.37396/jsc.v7i2.450.

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Customer Relationship Management (CRM) is a type of management regarding the management of a company with its customers to improve relationships with customers to maximize company growth. To implement Electronic-Customer Relationship Management (E-CRM), the role of information technology and human resources of the company is needed. E-CRM can make it easier for customers to get the necessary information from the company. Wholesale Berkat Doa is one of the basic food distributors that sells various kinds of basic necessities such as rice, oil and sugar which are the most demanded needs. To see

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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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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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Whitten Sahaya Raj, T., and P. Jeyasri. "Analyzing the Impact of Electronic Customer Relationship Management on Customer Satisfaction and Retention in the Passenger Car Industry of Tirunelveli District." ComFin Research 13, S1-i2 (2025): 51–58. https://doi.org/10.34293/commerce.v13is1-i2.8733.

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The term “Electronic Customer Relationship Management” (E-CRM) denotes to internet-based technologies. Several E-CRM tools are utilized to accomplish the objectives of customer relationship management. These include of forums, chat rooms, webpages, emails, and other forms of communication.This technology streamlines processes related to sales, marketing, and customer service, among others.The main topic of this study is whether or not E-CRM has an impact on client retention and satisfaction. This study has well-defined objectives. It looks at how E-CRM raises customer satisfaction in the Tirun

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Hendarti, Henny, Suryanto Suryanto, and Otto Fikri Septianto. "Analisis dan Perancangan E-CRM Pada Perusahaan Advertising." ComTech: Computer, Mathematics and Engineering Applications 1, no. 1 (2010): 149. http://dx.doi.org/10.21512/comtech.v1i1.2208.

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The purpose of this study was to analyze the needs and customer satisfaction in service advertising and design an attractive site customer satisfaction, user friendly and dynamic. Ways to do research using analytical method, data collection method, and design method. The collection of data and information were done through a field research. The results obtained from this research is the design of e-CRM applications (Electronic Customer Relationship Management) which aims to produce an interactive Internet-based applications for any strategy to enhance relationships with existing customers, inc

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Devi, Vaishali, Anil Kanwa, and Jayant Hooda. "Adopting E-CRM in Banking: A Comprehensive Survey of Customer Perspectives in Haryana." Revista Review Index Journal of Multidisciplinary 4, no. 2 (2024): 27–33. http://dx.doi.org/10.31305/rrijm2024.v04.n02.004.

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Nowadays all the banks are using E-CRM practices to streamline the various banking processes and to adopt Customer-centric approach. In this paper, we aim to provide a comprehensive analysis of the awareness, perception, and influencing factors of Electronic Customer Relationship Management (E-CRM) practices among bank customers in Haryana using a primary survey. The research captures various aspects of E-CRM from the customers' perspective. It assesses the level of awareness about E-CRM practices, examining customers' understanding of the digital tools and techniques employed by banks to mana

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Ahmed, Bashar Shahir, Mohamed Larabi Ben Maâti, and Mohammed Al-Sarem. "Predictive Data Mining Model for Electronic Customer Relationship Management Intelligence." International Journal of Business Intelligence Research 11, no. 2 (2020): 1–10. http://dx.doi.org/10.4018/ijbir.2020070101.

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The rising adoption of e-CRM strategies in marketing and customer relationship management has necessitated to more needs especially where a specific customer segment is targeted and the services are personalized. This paper presents a distributed data mining model using access-control architecture in a bid to realize the needs for an online CRM that intends to deliver web content to a specific group of customers. This hybrid model utilizes the integration of the mobile agent and client server technologies that could easily be updated from the already existing web platforms. The model allows th

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Almahadeen, Shatha Abdel-Kareem, and Excimirey Amer Al-Manasrah. "The Role of Electronic Customers Relationship Management in Enhancing Customer Loyalty at Jordanian Telecommunication Industry." WSEAS TRANSACTIONS ON BUSINESS AND ECONOMICS 19 (September 6, 2022): 1452–62. http://dx.doi.org/10.37394/23207.2022.19.131.

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The aim of this study is to demonstrate the role of E-CRM (Electronic customer relationship management) in enhancing the loyalty of the customer. E-CRM will be measured by its dimensions (customer service quality, information quality, fulfillment, rewards and ease of navigation) in customer loyalty. The study community will be composed of telecommunication companies’ customers in Jordan. The sample size will be determined after the proposal acceptance. A questionnaire will be developed to collect the primary information, which includes the questions that measure the variables of this study. Th

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Alnassar, Bilal, Ahmad Awadallah, Nabil Abudarwish, et al. "The Mediation Role of Social Customer Relationship Management (CRM) Performance Between E-CRM Antecedents and Customer Loyalty: A Study of Internet Users in Jordan." Salud, Ciencia y Tecnología 5 (March 10, 2025): 1477. https://doi.org/10.56294/saludcyt20251477.

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Introduction: Electronic Customer Relationship Management (e-CRM) refers to a business strategy that facilitates interaction with customers for enhanced customer satisfacción, customer loyalty of potential customers to the business website .Methods: Aim of this study was to clarify the impact of e-CRM Antecedents with its dimensions (enjoyment, usefulness and usability) on customer loyalty through social CRM was identified and social CRM performance with customer loyalty. The researcher’s development model based on underpinning model, method adopted to achieve the study objectives. the data co

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Asadi, Mehdi, Mohammad Mahmodi Meymand, and Mehdi Zakipor. "Design and Explanation of an Electronic Customer Relationship Management (E-CRM) Model to Enhance Customer Loyalty in Private Banks of Iran." Dynamic Management in Business Analysis 3, no. 2 (2024): 264–83. http://dx.doi.org/10.61838/dmbaj.3.2.16.

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Objective: The objective of this study is to design and explain a model of electronic customer relationship management (E-CRM) aimed at increasing customer loyalty in private banks in Iran. Methodology: This applied research employed a descriptive-survey method, incorporating both qualitative and quantitative approaches. A Delphi panel consisting of 35 experts from private banks contributed to identifying key E-CRM variables. In the quantitative phase, a sample of 384 bank managers and senior experts participated through a questionnaire. Structural equation modeling and PLS software were used

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Karunakaran, N., and T. Bayavanda Chinnappa. "Promotion strategies of customer relationship management." Journal of Management Research and Analysis 9, no. 3 (2022): 171–76. http://dx.doi.org/10.18231/j.jmra.2022.032.

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In an era of rapidly changing technology and increasing reliance on the web, lasting customer relationship are critical to thrive in the market place, reorganizing company has become competitive mandate, not an option. e-CRM is just the right way to go about it. The need for e-CRM is dictated primarily by the new global electronic economy. CRM is a well-defined business strategy, is a fusion of series of functions, skills, processes and technologies which together allow companies to more profitably manage. It is a management approach to understanding and influencing customer behavior. A good t

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Sangarathas, Dilogini. "Marketing Technology (MarTech) for Customer Relationship Management: An Examination of the Theory - Practice Gap." Sri Lanka Journal of Marketing 11, no. 1 (2025): 105–47. https://doi.org/10.4038/sljmuok.v11i1.179.

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Customer Relationship Management (CRM) is most important area in the marketing. Now-a-days, Electronic Customer Relationship Management (e-CRM) is the outcome of changes in traditional marketing by integrating technologies of new electronic channels as called Marketing Technology (MarTech). Banks are looking at new ways to increase their customers’ potentials and service quality through e-CRM practices. In the past decade, an increasing number of studies have investigated Internet Banking (IB) from the diffusion perspective, but there is a lack of research study on cumulative literature of inn

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Abdulsalam, Sani, Mohammed Inuwa, and Ibrahim Aliyu. "EFFECT OF ANTECEDENTS OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) ON CUSTOMER LOYALTY." Vunoklang Multidisciplinary Journal of Science and Technology Education 13, no. 1 (2025): 46–53. https://doi.org/10.5281/zenodo.14729556.

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The study aimed at examining the effect of antecedents of E-CRM on customer loyalty while the study specific objectives are: to examine the relationship between trust, privacy, quality of service and ease of use and Customer Loyalty. Four directional hypotheses and four research questions guided the conduct of the study, The target population for this study consisted of 210,000 customers of four commercial Banks that have multiple branches within Bauchi State which are Guarantee Trust Bank (GTB), United Bank for Africa (UBA), First Bank and Zenith Bank. The study used A-priori sample size for

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Suhartono, Joni. "Analisis dan Perancangan Electronik Customer Relationship Management Pada Klinik XYZ." ComTech: Computer, Mathematics and Engineering Applications 1, no. 2 (2010): 223. http://dx.doi.org/10.21512/comtech.v1i2.2340.

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This research is to foster a good connection between company and customers. For customers, e-CRM will accommodate in interation and transaction with the company. This research is done because there are still weaknesses for customer’s service. The research method used is literature, analysis method, and also designing method in identifying system needs then design one supporting system for the company. The research result is a CRM website that gives up-to-date information and suitable for customer needs. Therefore, CRM is hoped to help company giving a better service to customers.

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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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Rahmani, Vania Taufik, Nadia Wasta Utami, and Ibnu Darmawan. "Analysis of e-customer relationship management BPJS in maintaining customer loyalty." Jurnal Komunikasi 19, no. 2 (2025): 297–312. https://doi.org/10.20885/komunikasi.vol19.iss2.art7.

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This research aims to investigate the e-CRM strategies employed by BPJS to sustain customer loyalty. A qualitative descriptive method is utilized in this study. Data gathered through interviews and observations conducted at the BPJS. The research framework is informed by Francis Buttle's Customer Relationship Management theory, which has been adapted to the context of electronic technology in CRM implementation. The findings indicate that BPJS's e-CRM strategy can be categorized into three levels: strategic, operational, and analytical. At the strategic level, BPJS implements a high-level cult

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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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