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Relevant bibliographies by topics / Relationship marketing. Customer relations

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Dissertations / Theses
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Academic literature on the topic 'Relationship marketing. Customer relations'

Author: Grafiati

Published: 4 June 2021

Last updated: 8 February 2022

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Journal articles on the topic "Relationship marketing. Customer relations"

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Mohammadhossein, Nastaran, Mohammad Nazir Ahmad, Nor Hidayati Zakaria, and Shidrokh Goudarzi. "A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction." International Journal of Enterprise Information Systems 10, no. 1 (2014): 11–31. http://dx.doi.org/10.4018/ijeis.2014010102.

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The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction in marketing companies. Personalized service, responsiveness to customer's needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving custo

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Jyoti, Jiwan. "Relationship Marketing: A competitive Marketing StrategyIt’s Importance, Nature and Need: A Review." Journal of Management and Science 1, no. 3 (2013): 444–52. http://dx.doi.org/10.26524/jms.2013.49.

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In today‟s intense competition, it is very important for any business organization to keep their customers otherwise the competitors will attract them as business is all about creating customer, satisfying a customer and retaining a customer. Increasing inflation rate, increasing rate of interests, hike in fuel prices, global slowdown in economic growth are a few reasons of worry for the companies to think differently to maintain their sales and profit. The business organizations are struggling for their survival and sustainable growth. On the other hand, the new economic policy of India has a

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Augustia, Sekarani Yuteva, Susilo Toto Raharjo, and Sutopo Sutopo. "INVESTIGATING THE EFFECT OF CUSTOMER RELATIONS QUALITY AND PRODUCT EXCELLENCE ON MARKETING PERFORMANCE THROUGH PRODUCT COMPETITIVE ADVANTAGE (Empirical Study at PT Bank Mega, Tbk)." Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) 17, no. 2 (2019): 103. http://dx.doi.org/10.14710/jspi.v17i2.103-118.

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In this highly competitive banking industry, every bank needs to create superior value for its customers. The ideal banking industry to improve the quality of customer relationships is a company that wants to optimize profits by closer (customer intimacy) and harmonious relationship with its customers. Thus, the value-added relationship marketing can be optimized in streamlining and streamlining costs to acquire new customers or retain old customers so that the cost and marketing efforts are not in vain and profits can be increased even more. This study specifically examines the effect of cust

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Kocev, Stojan, and Dusko Kocev. "CUSTOMER RELATIONSHIP MANAGEMENT IN HEALTH ORGANIZATION." Knowledge International Journal 30, no. 6 (2019): 1691–700. http://dx.doi.org/10.35120/kij30061691k.

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CRM is a system that the customer-patient puts at the heart of the business process, and the deployment of the best CRM practices is the key to providing loyalty from customers as an integral part of a successful business. With this system, it is possible to study the behavior of the customer, thus providing the right direction for the best service of the customer and improving the relations and connections with them. CRM is the integration of sales, marketing, services and support strategy, processes, people and technologies to maximize customer benefits, values, relationships, and customer r

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Borisavljević, Katarina, and Gordana Radosavljević. "Application of logistics model in analysing relationship marketing in travel agencies." Zbornik radova Ekonomskog fakulteta u Rijeci: časopis za ekonomsku teoriju i praksu/Proceedings of Rijeka Faculty of Economics: Journal of Economics and Business 39, no. 1 (2021): 87–112. http://dx.doi.org/10.18045/zbefri.2021.1.87.

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A concept of relationship marketing in tourism implies creating quality relations among all participants in the tourist supply chain. Analyzing the assumptions of the development of relations and their impact on the overall performance of companies in tourism is especially important. In this regard, the subject matter of this research is the application of relationship marketing in travel agencies in Serbia and the identification of key factors of loyalty of users of tourist services. This paper aims to investigate the influence of relationship marketing assumptions (such as trust, customer co

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Nkemnole, Edesiri Bridget, and Ekene Nwaokoro. "Modelling Customer Relationships as Hidden Markov Chains." Path of Science 6, no. 11 (2020): 5011–19. http://dx.doi.org/10.22178/pos.64-9.

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Models in behavioural relationship marketing suggest that relations between the customer and the company change over time as a result of the continuous encounter. Some theoretical models have been put forward concerning relationship marketing, both from the standpoints of consumer behaviour and empirical modelling. In addition to these, this study proposes the hidden Markov model (HMM) as a potential tool for assessing customer relationships. Specifically, the HMM is submitted via the framework of a Markov chain model to classify customers relationship dynamics of a telecommunication service c

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Shafique, Muhammad Nouman, Naveed Ahmad, Haider Abbass, and Raghib Manzoor. "Strengthen Outcomes of Insurance Agent: An Exploratory Study in Pakistan." International Letters of Social and Humanistic Sciences 49 (March 2015): 106–14. http://dx.doi.org/10.18052/www.scipress.com/ilshs.49.106.

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Strong relationship outcomes depend upon the combination of the relationship marketing tactics and personality traits of the customer. The proposed study will contribute to assess the relationship outcomes in insurance agent – policy holder relations in different ways; to assess the overall impact of the relationship marketing tactics on the efforts made by the firms to retain their customers with them, the overall impact of the personality traits of the customer on the customer relationship proneness, and the combine impact of the retention orientation of the customer and customer relationshi

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Saniy, Afina Rusyida, and Ainur Rochmaniah. "PENGARUH STRATEGI COSTUMER RELATIONS PT BANK PANIN CABANG SIDOARJO TERHADAP LOYALITAS NASABAH TABUNGAN MIKRO PANIN." KANAL: Jurnal Ilmu Komunikasi 3, no. 2 (2016): 193. http://dx.doi.org/10.21070/kanal.v3i2.308.

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The purposes of this research to analyze and explain the influence of customer relations strategies in the PT. Panin Bank branch A. Yani Sidoarjo towards customer loyalty micro savings Panin. This research used quantitative research with survey research methods. Meanwhile, the subject of this study is micro panin savings customers as many as 100 customers were selected using purposive sampling technique. Partial test (t test) showed that strategy of customer campaign dependent as independent variables which are marketing campaign,customer campaign and service quality that is affected towards d

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Eriksson, Kent, and Cecilia Hermansson. "How relationship attributes affect bank customers’ saving." International Journal of Bank Marketing 37, no. 1 (2019): 156–70. http://dx.doi.org/10.1108/ijbm-09-2017-0194.

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PurposeThe purpose of this paper is to determine how three relational attributes – duration, context and trust – are subjectively perceived by bank customers, and how these affect their saving behavior, as defined by monthly flows to mutual funds and the financial products bought and held in stock.Design/methodology/approachThe authors use a combination of unique bank register and subjective survey data, and a structural equation model for theory development. Four constructs are developed to estimate the structural model, i.e. saving behavior, duration, context and trust.FindingsThe authors fi

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Nyongesa, Stella, Francis Kibera, and Ruth Kiraka. "The role of individual relationship marketing factors in influencing customer retention among microfinance institutions in Kenya." Journal of Research in Emerging Markets 2, no. 3 (2020): 71–81. http://dx.doi.org/10.30585/jrems.v2i3.432.

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Organizations seeking a competitive advantage are increasingly embracing relationship marketing programs to manage customer relationships more efficiently. However, despite the deployment of such relationship management programs, customer retention continues to be the greatest challenge facing many organizations. This paper argues that relationship marketing factors - trust, commitment, strong bonds, communication, shared values and keeping promises - each plays a unique role in influencing customer retention, however, the nature of the influence of these individual factors on customer retenti

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Dissertations / Theses on the topic "Relationship marketing. Customer relations"

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Wachner, Trent. "Relationship strategies over the customer relationship lifecycle the differential effect of individual versus organizational relationships /." Online access for everyone, 2008. http://www.dissertations.wsu.edu/Dissertations/Spring2008/t_wachner_042108.pdf.

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Fang, Er. "Creating customer value through customer participation in B2B markets : a value creation and value sharing perspective /." free to MU campus, to others for purchase, 2004. http://wwwlib.umi.com/cr/mo/fullcit?p3144415.

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Sethapan, Wathanee. "The study of customer share marketing." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2701.

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This project will describe the nature of customer share marketing, its advantages and disadvantages. The project discusses how the marketing theme is graduating customers from market share marketing to customer share marketing and the use of customer share marketing to retain and grow existing customers.

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Bang, Jounghae. "Understanding customer relationship management from managers' and customers' perspective : exploring the implications of CRM fit, market orientation, and market knowledge competence /." View online ; access limited to URI, 2005. http://0-wwwlib.umi.com.helin.uri.edu/dissertations/dlnow/3188835.

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Kasabov, E. "An examination of the marketing and relationship concepts by analysing power, disciplining and compliance in customer-provider relations." Thesis, Coventry University, 2011. http://curve.coventry.ac.uk/open/items/fc20f17d-e8b9-4eb9-a91c-27968f5166d0/1.

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The main aim of this thesis, „An Examination of the Marketing and Relationship Marketing Concepts, by Analysing Power, Disciplining and Compliance in Customer-Provider Relations‟, is to expand knowledge and thinking in the subject area of marketing by researching power, disciplining and compliance in relations between customers and providers. As such, it is part of current developments in marketing theory, as the following discussion will illustrate. Marketing is a dynamic and evolving discipline (Saunders and Lee 2005) and has been enriched by the introduction of significant new topics such a

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Choudhury, Randip. "How Marknadsdata information AB works withrelationship marketing : analysis of relationship marketing in Marknadsdata Information AB." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-9816.

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AbstractTitle: How Marknadsdata information AB works with relationship marketingLevel: Final Thesis for bachelor degree in Business AdministrationAuthor: Randip ChoudhurySupervisor: Dr. Aihie OsarenkhoePurpose: The purpose of this thesis is to examine how Marknadsdata information AB workswith their relationship marketing, and examine possible gaps between their strategy andimplementation of their relationship marketing. This study aims to provide insights on thecore components of CRM and the implementation of CRM strategy.Methodology: I have used primary data for this study by doing, interview

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Puffett, Lauren. "Facebook as a tool for social customer relationship marketing." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1012083.

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This study aimed to provide public relations professions with insight into the use of Social Customer Relationship Marketing as a marketing 2.0 tool which delivers the potential to elicit the opportunity for organisations to monitor, engage and manage conversations and relationships through Facebook. Drawing on literature from the fields such as new media, public relations, social customer relationship marketing, and public relations, a qualitative content analysis of case studies of selected organisations was conducted including 10 South African organisations that have incorporated Facebook i

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Ha, Sejin. "How customer loyalty programs can influence relational marketing outcomes using customer-retailer identification to build relationships /." Columbus, Ohio : Ohio State University, 2007. http://rave.ohiolink.edu/etdc/view?acc%5Fnum=osu1190142786.

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Leistén, Justus, and Kamran Sairafi. "Enhancing Relationships : Strenghtening customer relations through sport sponsorship." Thesis, Jönköping University, JIBS, EMM (Entrepreneurship, Marketing, Management), 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-11722.

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<p>During the 1980s and 1990s, commercial sponsorship grew with a rapid pace with an increase in worldwide spending from $2 billion in 1984 to $18.1 billion in 1997. Also, when the sponsorship market grew the interest amongst business researchers grew and finally became an own topic within business. Further, within marketing there was also a change occurring during the same time. It was an evolutionary paradigm shift from the marketing mix and the 4Ps to Relationship Marketing and the focus on long-term relationships. The marketing mix and the 4Ps had been the dominating model since the 1950s

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Shi, Guicheng. "Customer relationship strength in relationship marketing : an investigation with empirical evidence from the insurance industry in China." HKBU Institutional Repository, 2005. http://repository.hkbu.edu.hk/etd_ra/660.

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Books on the topic "Relationship marketing. Customer relations"

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Relationship marketing: Management of customer relationships. Pearson Education, 2002.

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

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Relationship marketing. Marketing Science Institute, 2008.

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Egan, John. Relationship marketing: Exploring relationship strategies in marketing. Financial Times Prentice Hall, 2001.

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Godson, Mark. Relationship marketing. Oxford University Press, 2009.

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Relationship marketing. Oxford University Press, 2009.

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Godson, Mark. Relationship marketing. Oxford University Press, 2009.

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Egan, John. Relationship marketing: Exploring relational strategies in marketing. Financial Times Prentice Hall, 2001.

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Relationship marketing: Exploring relational strategies in marketing. 3rd ed. Financial Times Prentice Hall, 2008.

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O'Connor, Clodagh. Relationship marketing from the customers' viewpoint. University College Dublin, Graduate School of Business, 1997.

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Book chapters on the topic "Relationship marketing. Customer relations"

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Boles, James, Rita de Cássia de Faria Pereira, Valter Afonso Vieira, Julie Johnson-Busbin, and Hiram Barksdale. "Salesperson Performance and Commitment and Buyer Relational Behaviors as Antecedents of Buyer’s Desire for Business Relationship with Suppliers: An Abstract." In Back to the Future: Using Marketing Basics to Provide Customer Value. Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-66023-3_122.

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Lancaster, Geoff, and Paul Reynolds. "Customer Relationship Management." In Marketing. Macmillan Education UK, 2004. http://dx.doi.org/10.1007/978-0-230-37409-6_17.

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Walsh, Gianfranco, Alexander Deseniss, and Thomas Kilian. "Customer-Relationship-Management." In Marketing. Springer Berlin Heidelberg, 2020. http://dx.doi.org/10.1007/978-3-662-58941-0_5.

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

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Jolibert, Alain, Hans Mühlbacher, Laurent Florès, and Pierre-Louis Dubois. "Customer Relationship Management." In Marketing Management. Macmillan Education UK, 2012. http://dx.doi.org/10.1007/978-0-230-36367-0_10.

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Förster, Anja, and Peter Kreuz. "Customer Relationship Management." In Marketing-Trends. Gabler Verlag, 2003. http://dx.doi.org/10.1007/978-3-322-92952-5_11.

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Buttle, Francis, and Stan Maklan. "Marketing automation." In Customer Relationship Management. Routledge, 2019. http://dx.doi.org/10.4324/9781351016551-11.

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Stone, Merlin. "Customer Relationship Management." In The Marketing Century. John Wiley & Sons, Inc., 2015. http://dx.doi.org/10.1002/9781119208501.ch6.

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Ennew, Christine, Nigel Waite, and Róisín Waite. "Customer-relationship management." In Financial Services Marketing. Routledge, 2017. http://dx.doi.org/10.4324/9781315543765-15.

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Mohammadhossein, Nastaran, Mohammad Nazir Ahmad, Nor Hidayati Zakaria, and Shidrokh Goudarzi. "A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction." In Marketing and Consumer Behavior. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-7357-1.ch062.

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The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction in marketing companies. Personalized service, responsiveness to customer's needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving customer knowledge are the benefits that we proposed would affect customer satisfaction in order to significantly improve marketing performance. Additionally, the results reveal that all the benefits found, with the exception of time-saving, enhanced customer satisfaction. This paper contributes to the existing literature by incorporating the benefits of CRM for customers and the relationships of these benefits with their satisfaction in the proposed model.

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Conference papers on the topic "Relationship marketing. Customer relations"

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Mrvica Mađarac, Sandra, Zvonimir Filipović, and Marko Eljuga. "E-COMMERCE IN TRADE COMPANIES DURING THE CONDITIONS OF A PANDEMIC CRISIS: CASE STUDIES." In EU 2021 – The future of the EU in and after the pandemic. Faculty of Law, Josip Juraj Strossmayer University of Osijek, 2021. http://dx.doi.org/10.25234/eclic/18349.

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E-commerce in trade companies during the course of the pandemic crisis has become more than a technology; it includes a whole range of activities such as business processes, business organization, communication, customer relationship management, the E-sales orientation and business progress through the Information and Communication technologies. The consequences of the pandemic COVID-19 are reflected on the various spheres of social life, including the businesses of the companies. New strategies and techniques in business have positively contributed to the survival of trading companies on the

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Yi, Jia. "Customer Relationship Marketing in Chinese Golf Operation." In 2008 4th International Conference on Wireless Communications, Networking and Mobile Computing (WiCOM). IEEE, 2008. http://dx.doi.org/10.1109/wicom.2008.1278.

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Hadadi, Kiandokht, and Mahmoud Khalid Almsafir. "The Relationship between Mobile Marketing and Customer Relationship Management (CRM)." In 2014 3rd International Conference on Advanced Computer Science Applications and Technologies (ACSAT). IEEE, 2014. http://dx.doi.org/10.1109/acsat.2014.18.

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Trenggana, Arlin Ferlina Mochamad, and Leni Cahyani. "The Influence of Relationship Marketing and Customer Retention." In Proceedings of the 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018). Atlantis Press, 2019. http://dx.doi.org/10.2991/icebef-18.2019.141.

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Gaurav, Kunal. "Relationship Marketing & Customer Loyalty - A Dyadic Exploration." In International Conference on Computer Applications — Management. Research Publishing Services, 2010. http://dx.doi.org/10.3850/978-981-08-7303-5_1436.

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Shao, Jingbo, Gui Tang, and Chunxia Wang. "Study on Customer Equity Formation from Relationship among Customer-Centered Marketing Theories." In 2009 International Conference on Management and Service Science (MASS). IEEE, 2009. http://dx.doi.org/10.1109/icmss.2009.5301155.

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Lestari, Sri Isfantin Puji, and Retnoning Ambarwati. "Service Quality, Customer Relationship Marketing, and Institutional Trust to Engender Customer Loyalty." In Proceedings of the 6th International Conference on Community Development (ICCD 2019). Atlantis Press, 2019. http://dx.doi.org/10.2991/iccd-19.2019.130.

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Nashir, Ammar, and Dwi Hartanti. "Customer Relationship Management Through Customer Profitability: A Case Study in Pharmaceutical Product Marketing Company." In Asia-Pacific Research in Social Sciences and Humanities Universitas Indonesia Conference (APRISH 2019). Atlantis Press, 2021. http://dx.doi.org/10.2991/assehr.k.210531.048.

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Therasa, C., C. Vijaya Banu, R. Gayathri, S. Gopalakrishnan, and S. Manikandan. "Linear regression model fit for internal marketing and customer relationship management." In 2017 International Conference on Intelligent Sustainable Systems (ICISS). IEEE, 2017. http://dx.doi.org/10.1109/iss1.2017.8389314.

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Sun, CHanghong. "Research on the Role of Customer Relationship Management in the Marketing." In 2016 5th International Conference on Social Science, Education and Humanities Research. Atlantis Press, 2016. http://dx.doi.org/10.2991/ssehr-16.2016.204.

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