Relevant bibliographies by topics / Segmentação e Customer Relationship Management (CRM)

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

Academic literature on the topic 'Segmentação e Customer Relationship Management (CRM)'

Author: Grafiati
Published: 7 September 2021
Last updated: 29 July 2025

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Journal articles on the topic "Segmentação e Customer Relationship Management (CRM)"

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Araújo, Tiago Carneiro de, Rosinei Batista Ribeiro, Sérgio Assis Machado, Alexandre Formigoni, and Eliane Antonio Simoês. "Analysis of the contributions of technologies in customer relationship management: Case Study." @_GIT (Advances in Global Innovation & Technology) 3, no. 1 (2024): e31251. https://doi.org/10.29327/2384439.3.1-7.

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<em>The text presents a case study of the implementation of a CRM (Customer Relationship Management) system at ALFA, a large Brazilian financial institution. The motivation was to improve performance in relation to competitors and to solve problems of ineffective customer service and communication. The CRM implementation aims to align communication with individual customer needs and preferences, segmenting them into four groups: Acquisition, Onboarding, Monetization and Retention. To do this, the company uses a decision tree that directs interactions in a personalized way. This approach has al
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Atul, Kumar, and Brar Vinaydeep. "Customer relationship management." Siddhant Management Journal 1, January (2010): 4–18. https://doi.org/10.5281/zenodo.6706622.

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<strong>Due to globalization, privatization and localization (LPG) of the world market the companies have been aware that, the customers are the king for their business. In present scenario the customer-facing has become a vital part to be a leader in the global market. Therefore, the customer relationship management (CRM) has become an important organizational strategy. CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization&#39;s current and retain the potential customers through the combines of people, process and technology.&nbs
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Bhat, Suhail Ahmad, and Mushtaq Ahmad Darzi. "Customer relationship management." International Journal of Bank Marketing 34, no. 3 (2016): 388–410. http://dx.doi.org/10.1108/ijbm-11-2014-0160.

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Purpose – The purpose of this paper is to develop a comprehensive integrated model which helps in explaining the impact of Customer Relationship Management (CRM) dimensions (complaint resolution, customer knowledge, customer empowerment and customer orientation) on customer loyalty and competitive advantage of a bank. The study also explores the mediating role of customer loyalty in the relationship between CRM and competitive advantage in retail banking. Design/methodology/approach – The research is based on a theoretical model which consists of four CRM dimensions and two exogenous variables
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Alryalat, Haroun, and Samer Al Hawari. "Towards Customer Knowledge Relationship Management: Integrating Knowledge Management and Customer Relationship Management Process." Journal of Information & Knowledge Management 07, no. 03 (2008): 145–57. http://dx.doi.org/10.1142/s0219649208002020.

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Due to the strong competition that exists among organisations and the rapid change in the business environment, knowledge has turned out to become a key source for organisations to enhance the competitive advantage. Integrating Knowledge Management (KM) and Customer Relationship Management (CRM) process is a new research area, therefore, scientific research and literature around it remain limited. In addition, the impact of KM process on customer acquisition, retention, and expansion to improve customer satisfaction remains under study and report. The aim of this paper is to present a conceptu
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Sigala, Marianna. "Implementing social customer relationship management." International Journal of Contemporary Hospitality Management 30, no. 7 (2018): 2698–726. http://dx.doi.org/10.1108/ijchm-10-2015-0536.

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PurposeThis paper aims to debate the technology-driven transformation of customer relationship management (CRM) into social CRM, which entails a shift from a transactional and automational solution to a customer experience management philosophy, reflecting high levels of customer empowerment.Design/methodology/approachA literature review provides a critical analysis of the concept, tenets, aims and implementation approaches of social CRM. Arguments are summarised by developing a process-based framework for implementing social CRM.FindingsBy adopting a value co-creation approach that recognises
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N, Ms Kalpitha. "Customer Relationship Management (CRM)." International Journal for Research in Applied Science and Engineering Technology 6, no. 5 (2018): 1583–87. http://dx.doi.org/10.22214/ijraset.2018.5256.

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Haas, Alexander. "Customer Relationship Management (CRM)." Controlling 14, no. 3 (2002): 189–90. http://dx.doi.org/10.15358/0935-0381-2002-3-189.

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Ramamoorthy, S. "Customer Relationship Management (CRM) - An Overview." Shanlax International Journal of Economics 8, no. 2 (2020): 82–88. http://dx.doi.org/10.34293/economics.v8i2.2099.

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CRM is a business technology that aids in the understanding, improvement, and management of an organization’s customer relationship and engagement. It’s a marketing strategy that focuses on customer retention and acquisition. CRM is critical in all major businesses, including education, finance, automobiles, and healthcare. CRM delivers important business solutions such as sales management, inventory management, channel network management, and service, among others. The aim and importance of CRM, information technology and CRM, face-to-face CRM, the benefits and drawbacks of CRM, adopting CRM,
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Rafikah Zulyanti, Noer, and Mohamad Rizal Nur Irawan. "Customer Relationship Management : Literature Review." International Journal of Science, Technology & Management 4, no. 4 (2023): 884–92. http://dx.doi.org/10.46729/ijstm.v4i4.881.

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The purpose of this article is to provide a more meaningful view of CRM starting from the CRM definitions of several figures along with their orientation and the CRM strategic model framework so that later they can contribute to researchers and companies about CRM implementation and show that by managing customer relationships with both can increase the value of the organization/company. The method used is a literature study derived from previous books and articles that analyze the CRM model. There are 10 models in this article that are presented with comprehensive discussions and reviews that
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Setyawati, Harini. "Customer Relationship Management yang Berkelanjutan." JURPIKAT (Jurnal Pengabdian Kepada Masyarakat) 5, no. 3 (2024): 881–88. http://dx.doi.org/10.37339/jurpikat.v5i3.1745.

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

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Fernandes, Maria Clara Piçarra. "Atendimento bancário e qualidade de serviço prestado: estudo de caso: clientes gama alta da Região de Évora da Caixa." Master's thesis, Universidade de Évora, 2007. http://hdl.handle.net/10174/17000.

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O sector bancário ao longo dos últimos anos tem sofrido mudanças profundas, fruto de uma maior concorrência, e da alteração do comportamento dos consumidores caracterizados por uma maior exigência em termos de serviço bancário prestado. Os produtos e serviços atualmente oferecidos são extremamente vulgarizados e facilmente copiáveis, pelo que a qualidade do atendimento e do serviço prestado ao cliente será sem dúvida o principal diferencial competitivo das instituições. Tendo em atenção este contexto, e através de um estudo de caso - clientes gama alta da região de Évora da Caixa Geral de Depó
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Paleo, Oswaldo Silva. "Gestão de relacionamento dos clientes com foco no mercado B2B através da metodologia de segmentação post hoc focometria." reponame:Biblioteca Digital de Teses e Dissertações da UFRGS, 2014. http://hdl.handle.net/10183/118858.

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O presente trabalho tem como objetivo central a proposição de ferramentas de gestão do relacionamento com os clientes, tendo como base analítica a utilização da segmentação dos clientes com foco no mercado industrial ou B2B. Para tanto, a metodologia de segmentação pós-fato proposta pelo autor, denominada de Focometria, terá como base de dados o comportamento histórico de compras dos clientes mensurado pelos descritores: valor, recência e frequência. O valor mede a margem de contribuição gerada por cada cliente; a recência mede o tempo transcorrido entre a data de corte estabelecida e a última
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Suárez, Néstor Mauricio. "Estrategia CRM (Customer Relationship Management)." Master's thesis, Universidad Nacional de Cuyo. Facultad de Ciencias Económicas, 2011. http://bdigital.uncu.edu.ar/4481.

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Realizar una propuesta metodológica que permita analizar, diseñar e implementar una estrategia CRM en las empresas de servicios públicos de Mendoza.<br>Fil: Suárez, Néstor Mauricio. Universidad Nacional de Cuyo. Facultad de Ciencias Económicas.
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Дядечко, Алла Миколаївна, Алла Николаевна Дядечко, Alla Mykolaivna Diadechko, and G. Shaban. "Customer relationship management (crm) strategy." Thesis, Вид-во СумДУ, 2009. http://essuir.sumdu.edu.ua/handle/123456789/16796.

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Nguyen, Bang Xuan. "Customer relationship management (CRM) and perceptions of unfairness." Thesis, Oxford Brookes University, 2009. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.532052.

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This study concerns the role of CRM in enhancing and maintaining fairness in relationships between a firm and its customers. This study has two aims. The first main aim of this research is to understand how customers form perceptions of unfairness of CRM by investigating the influence of CRM offerings on the advantaged and disadvantaged customers in the retailing sector. The second aim is to develop a comprehensive model of perceptions of unfairness in a CRM context and to empirically test the relationships between CRM offerings, relationship stage, inequality comparisons, negative inferences
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Simmons, Robert Lee. "The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, and Revenue." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1451.

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Given that analysts expect companies to invest $22 billion in Customer Relationship Management (CRM) systems by 2017, it is critical that leaders understand the impact of CRM on their bottom line. The purpose of this correlational study was to investigate potential relationships between the independent variables of customer satisfaction and CRM utilization on the dependent variable of business revenue. The service-profit chain formed the theoretical framework for this study. The study population included 203 service branches for an industrial equipment manufacturer in North America. The servic
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Zablah, Alex Ricardo. "A Communication Based Perspective on Customer Relationship Management (CRM) Success." Digital Archive @ GSU, 2006. http://digitalarchive.gsu.edu/marketing_diss/11.

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Although little empirical evidence exists to support this contention, the extant literature suggests that firms can potentially achieve two types of benefits from developing a CRM orientation: (1) increased efficiency in the allocation of resources destined for relationship building and maintenance activities, and (2) enhanced exchange relationship outcomes through the provision of superior customer value (Zablah, Bellenger, and Johnston 2004). This effort focused on the latter of these purported benefits and sought to answer the following two fundamental questions: (1) does a CRM orientation
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Steyn, Helena. "A socio-technical approach to customer relationship management (CRM) systems." Thesis, Stellenbosch : Stellenbosch University, 2004. http://hdl.handle.net/10019.1/49853.

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Thesis (MBA)--Stellenbosch University, 2004.<br>ENGLISH ABSTRACT: The networked economy has resulted in the customer having an unprecedented choice and control over how he/she chooses to do business and with whom. In addition, the ever-increasing commoditisation of products and services has forced businesses to re-evaluate their sources of sustainable competitive advantage. The ability to differentiate an organisation from others has therefore become a major business advantage. Customer Relationship Management (CRM) is considered the most significant and only remaining differentiator. G
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Martins, Diana Tavares Grazina. "Factors that influence the success of customer relationship management adoption." Master's thesis, Instituto Superior de Economia e Gestão, 2013. http://hdl.handle.net/10400.5/5898.

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Mestrado em Ciências Empresariais<br>The global market is constantly evolving which means companies need to continuously innovate their businesses and understand new ways to keep in touch with their customers. One way to do it is by resorting to Information Technologies (IT) such as Customer Relationship Management (CRM). This kind of information system allows companies to gather data from their customers and transform it into information they can use to better achieve any expectations their clients may have while engaging in closer relationships with them. However, not all companies can succe
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Esteves, Paulo Sérgio Filipe Mena. "Social CRM adoption in a higher education institution." Master's thesis, Instituto Superior de Economia e Gestão, 2012. http://hdl.handle.net/10400.5/10395.

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Mestrado em Gestão de Sistemas de Informação<br>Neste estudo foi adoptada a definição proposta por Choy, et al. (2003) e Shaw (1999) onde o Customer Relationship Management é definido como o processo pelo qual uma empresa envereda por uma estratégia de procura de maximização da informação sobre os seus clientes num esforço para aumentar a sua lealdade e pronlogar a relação comercial. A Web 2.0 é o termo geralmente usado para descrever a chamada segunda geração da World Wide Web e está intimamente relacionado com o fenómeno da interacção e partilha de informação online (Barsky & Purdon, 2006).
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Books on the topic "Segmentação e Customer Relationship Management (CRM)"

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Schneider, Willy. Profitable Kundenorientierung durch Customer Relationship Management (CRM). Oldenbourg Wissenschaftsverlag GmbH, 2008. http://dx.doi.org/10.1524/9783486592832.

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Buttle, Francis A. Mid market CRM: Customer relationship excellence for mid sized enterprises. InsightExec Press, 2004.

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Mathena, Justin. Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management. Apress, 2009.

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Mathena, Justin. Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management. Apress, 2009.

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Aaron, Yetter, and Hostetler Hoss, eds. Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management. Apress, 2009.

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Jim, Steger, ed. Programming Microsoft Dynamics CRM 4.0. Microsoft Press, 2009.

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Jim, Steger, ed. Programming Microsoft Dynamics CRM 4.0. Microsoft Press, 2009.

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Michael, Weigl, Bull Tim, and ebrary Inc, eds. Oracle Siebel CRM 8 installation and management: Install, configure, and manage a robust customer relationship management system using Siebel CRM. Packt Pub., 2010.

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1948-, Stone Merlin, ed. CRM in financial services: A practical guide to making customer relationship management work. Kogan Page, 2002.

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Moosha, Gulycz, ed. Performance-driven CRM: How to make your customer relationship management vision a reality. Wiley, 2002.

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Book chapters on the topic "Segmentação e Customer Relationship Management (CRM)"

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Buttle, Francis, and Stan Maklan. "Implementing CRM." In Customer Relationship Management. Routledge, 2019. http://dx.doi.org/10.4324/9781351016551-19.

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Prior, Daniel D., Francis Buttle, and Stan Maklan. "Implementing CRM." In Customer Relationship Management, 5th ed. Routledge, 2023. http://dx.doi.org/10.4324/9781003295150-18.

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Schulze, Jens. "Customer Relationship Management." In CRM erfolgreich einführen. Springer Berlin Heidelberg, 2002. http://dx.doi.org/10.1007/978-3-642-56138-2_2.

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Buttle, Francis, and Stan Maklan. "Introduction to CRM." In Customer Relationship Management. Routledge, 2019. http://dx.doi.org/10.4324/9781351016551-2.

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Kehl, Roger E., and Bernd J. Rudolph. "Warum CRM-Projekte scheitern." In Customer Relationship Management. Springer Berlin Heidelberg, 2001. http://dx.doi.org/10.1007/978-3-642-56552-6_11.

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Zipser, Andreas. "Business Intelligence im CRM." In Customer Relationship Management. Springer Berlin Heidelberg, 2001. http://dx.doi.org/10.1007/978-3-642-56552-6_2.

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Schwetz, Wolfgang. "CRM — Aufbau und Funktionen." In Customer Relationship Management. Gabler Verlag, 2001. http://dx.doi.org/10.1007/978-3-322-89528-8_7.

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Schwetz, Wolfgang. "CRM — Aufbau und Funktionen." In Customer Relationship Management. Gabler Verlag, 2000. http://dx.doi.org/10.1007/978-3-322-92002-7_7.

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Prior, Daniel D., Francis Buttle, and Stan Maklan. "Current Developments in CRM." In Customer Relationship Management, 5th ed. Routledge, 2023. http://dx.doi.org/10.4324/9781003295150-20.

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Prior, Daniel D., Francis Buttle, and Stan Maklan. "An Introduction to CRM." In Customer Relationship Management, 5th ed. Routledge, 2023. http://dx.doi.org/10.4324/9781003295150-2.

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Conference papers on the topic "Segmentação e Customer Relationship Management (CRM)"

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

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Understanding the nature and role of customer relationship management (hereinafter CRM) is an important prerequisite for business success. A customer requires the company to adhere to certain quality standards as well as affects the performance and management of the company. Customer relationships could be managed and developed to attract new customers and increase business profitability and customer loyalty. The customer is the most valuable asset of a company that helps to achieve goals set by the company. In Latvia, the need to view customer relationships as important in business management
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Acharjee, Purnendu Bikash, Harshal Anil Salunkhe, Srushti Thorat, et al. "Artificial Intelligence (AI) in CRM (Customer Relationship Management): A Sentiment Analysis Approach." In 2024 International Conference on Trends in Quantum Computing and Emerging Business Technologies (TQCEBT). IEEE, 2024. http://dx.doi.org/10.1109/tqcebt59414.2024.10545168.

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Sathyavani, Bandela, Nalla Bala Kalyan, Diwakar Reddy Peddinti, Karthick R, Varsha Bihade, and Anil Tiwari. "Next-Generation CRM: AI, IoT, and the Future of Customer Relationship Management." In 2025 International Conference on Pervasive Computational Technologies (ICPCT). IEEE, 2025. https://doi.org/10.1109/icpct64145.2025.10940899.

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Johrawanshi, Anjani, Priti Verma, Hemant Vyas, Manish Gupta, Santosh Kumar, and Ankur Pandey. "Optimizing Customer Relationship Management (CRM) Based on Machine Learning-Based Churn Prediction Models." In 2024 International Conference on Communication, Control, and Intelligent Systems (CCIS). IEEE, 2024. https://doi.org/10.1109/ccis63231.2024.10932133.

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Gupta, Anuradha, Amit Kumar Bhanja, Nasa Dhanraj, Jyoti Kumar Chandel, and Monalisha Patel. "Is Artificial Intelligence Transforming the CRM (Customer Relationship) Experience? An Empirical Study in Indian Retail Industry." In 2024 International Conference on Intelligent & Innovative Practices in Engineering & Management (IIPEM). IEEE, 2024. https://doi.org/10.1109/iipem62726.2024.10925741.

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Quispe, Juan Ríos, Gabriele Villanueva Parasi, and Mercedes Elena Cano Lazarte. "Application of the Customer Relationship Management (CRM) tool, the ABC method, and the implementation of the Scrum methodology to increase the sales of a small outdoor advertising company." In 2024 Congreso Internacional de Innovación y Tendencias en Ingeniería (CONIITI). IEEE, 2024. https://doi.org/10.1109/coniiti64189.2024.10854825.

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Gorobeţ, Ilinca. "Customer relationship management (CRM) banking." In International Scientific Conference “30 Years of Economic Reforms in the Republic of Moldova: Economic Progress via Innovation and Competitiveness”. Academy of Economic Studies of Moldova, 2022. http://dx.doi.org/10.53486/9789975155663.51.

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In a condition of fierce competition on the financial market, when banks are losing more and more of their market and customers, CRM banking presents itself as a personalized solution to this problem. The purpose of this research is to highlight the advantages of CRM banking for both the bank and the customer. Research methods will be description, comparison, synthesis. As a result, we will elucidate what CRM banking presents on the domestic market and in international practice.
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Cui Wenjing and Cui Wenyi. "Customer Relationship Management (CRM) in insurance companies." In 2012 International Conference on Information Management, Innovation Management and Industrial Engineering (ICIII). IEEE, 2012. http://dx.doi.org/10.1109/iciii.2012.6339985.

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

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Customer Relationship Management (CRM) represents a broader business strategy designed to reduce costs and increase profitability by enhancing customer loyalty. CRM is a concept whose implementation leads to customer retention, increasing their number, as well as enhancing the quantity and quality of services provided to these customers. It is both a management philosophy and a methodology for conducting business with customers. The methodology of this paper is based on the analysis of empirical data gathered using a standardized questionnaire that was administered in a bank industry. The most
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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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