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

Author: Grafiati

Published: 7 September 2021

Last updated: 29 July 2025

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1

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'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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Widyastuti, Yuanita Maria, Teguh Oktiarso, and Novenda Kartika Putrianto. "IMPLEMENTASI SISTEM CUSTOMER RELATIONSHIP MANAGEMENT." Kurawal - Jurnal Teknologi, Informasi dan Industri 7, no. 1 (2024): 33–50. http://dx.doi.org/10.33479/kurawal.v7i1.1068.

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Studi ini membahas implementasi sistem Customer Relationship Management (CRM) pada PT XYZ dengan fokus pada tahap penerapan dalam siklus pengembangan sistem (SDLC). Tujuan utama studi ini adalah untuk meningkatkan efisiensi operasional perusahaan melalui pengelolaan data pelanggan yang lebih baik, pelaporan prospek yang lebih sistematis, dan pemantauan hasil kampanye yang lebih efektif. Dalam proses implementasinya, berbagai tahapan dilakukan, termasuk pengembangan sistem, pengujian, dan penerapan sistem di lingkungan perusahaan. Hasil studi menunjukkan bahwa implementasi CRM berhasil meningka

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

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

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Nurivan Rizky, Amalia Salsabila Ariyanto, Nur Diana Fahma Salsabila, Muhammad Rizalul Wakhid, and Yusuf Amrozi. "Sumbangsih Customer Relationship Management Dalam Menciptakan Customer Intimacy." SKETSA BISNIS 10, no. 2 (2023): 154–65. http://dx.doi.org/10.35891/jsb.v10i2.3502.

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English Version To achieve success in today's dynamic business era, it is important to shift from a product focus to a customer focus. Companies can better understand customers, provide more personalized service, and build communication through a Customer Relationship Management (CRM) approach. This concept aims to achieve Customer Intimacy, namely a close relationship with customers based on a deep understanding of customer needs. Using qualitative descriptive methods, this research reviews literature on CRM and Customer Intimacy. The results show that salespeople's strategies for attracting

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Coltman, Tim, Timothy M. Devinney, and David F. Midgley. "Customer Relationship Management and Firm Performance." Journal of Information Technology 26, no. 3 (2011): 205–19. http://dx.doi.org/10.1057/jit.2010.39.

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In this paper, we examine the impact of customer relationship management (CRM) on firm performance using a hierarchical construct model. Following the resource-based view of the firm, strategic CRM is conceptualized as an endogenously determined function of the organization's ability to harness and orchestrate lower-order capabilities that comprise physical assets, such as IT infrastructure, and organizational capabilities, such as human analytics (HA) and business architecture (BA). Our results reveal a positive and significant path between a superior CRM capability and firm performance. In t

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Al-Homery, Hussein A., Hasbullah Ashari, and Asmala Ahmad. "Customer Relationship Management: A Literature Review Approach." International Journal of Global Optimization and Its Application 2, no. 1 (2023): 20–38. http://dx.doi.org/10.56225/ijgoia.v2i1.160.

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This paper reviews the literature of CRM definitions in order to highlight the impact and the confusion around definitions of CRM. It is emerging the new perspectives in Customer relationship Management. It addresses some issues in the literature review, which constitutes a significant difficulty in the CRM adopting process. The numerous CRM definitions, the advancement in technology and customer knowledge emerging new perspectives in CRM. Content Analysis is carried out to summarize the most features of CRM definitions in Marketing, Relationship Marketing, Management, and Information Systems

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Paliouras, Konstantinos, and Kerstin V. Siakas. "Social Customer Relationship Management: A Case Study." International Journal of Entrepreneurial Knowledge 5, no. 1 (2017): 20–34. http://dx.doi.org/10.1515/ijek-2017-0002.

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Abstract Social Customer Relationships Management (CRM) is a current business trend providing new channels of two-way communication with customers through social media sites, such as Facebook, Twitter etc. Social CRM enables companies to interact in an easy and contemporary way directly with customers as well as to track customer interactions and their social influence. In this paper we examine the importance of CRM, e-CRM and Social CRM for businesses. We provide perspectives on objectives and types of CRM, the working cycle of CRM, the stages of a CRM Strategy and technology tools that are u

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Alokla, Mosa, Mais Alkhateeb, Muneer Abbad, and Faten Jaber. "Customer Relationship Management: A Review and Classification." Transnational Marketing Journal 7, no. 2 (2019): 187–210. http://dx.doi.org/10.33182/tmj.v7i2.734.

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This research identifies the effective components that influence the evolution of the concepts of customer relationship management (CRM) research strategies and to present the academic literature review and classifications of CRM. It provides an overview of CRM research and identifies the gaps in the previous CRM literature review. To achieve this, our research is based on the period from 2006 to 2010. Data is collected from 618 research papers on CRM for the 2006-2010 period as sourced from top online databases. The data are then analysed by capturing the keywords of articles to determine the

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Idian, Maria Joy I., Mohummad Kamrul Hassan, and Akaa Samuel Terzungwe. "Artificial Intelligence, Blockchain, Machine Learning, and Customer Relationship Management." Bincang Sains dan Teknologi 2, no. 01 (2023): 16–20. http://dx.doi.org/10.56741/bst.v2i01.276.

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This article discusses the utilization of technology, particularly artificial intelligence (AI) and blockchain, in customer relationship management (CRM). The use of technology in CRM helps companies improve customer experience, maximize customer value, and make better business decisions. AI plays a crucial role in managing CRM by collecting, analyzing and personalizing customer data, predicting customer decisions, and creating chatbots. Blockchain improves the transparency, security and accuracy of customer information stored in CRM. Research data shows that the combination of AI and blockcha

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Shea, Timothy, Ahern Brown, D. Steven White, Catherine Curran-Kelly, and Michael Griffin. "Customer Relationship Management (CRM) Metrics." International Journal of Enterprise Information Systems 2, no. 3 (2006): 1–9. http://dx.doi.org/10.4018/jeis.2006070101.

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Chen, Injazz J., and Karen Popovich. "Understanding customer relationship management (CRM)." Business Process Management Journal 9, no. 5 (2003): 672–88. http://dx.doi.org/10.1108/14637150310496758.

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

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

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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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Payne, Adrian, and Pennie Frow. "A Strategic Framework for Customer Relationship Management." Journal of Marketing 69, no. 4 (2005): 167–76. http://dx.doi.org/10.1509/jmkg.2005.69.4.167.

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In this article, the authors develop a conceptual framework for customer relationship management (CRM) that helps broaden the understanding of CRM and its role in enhancing customer value and, as a result, shareholder value. The authors explore definitional aspects of CRM, and they identify three alternative perspectives of CRM. The authors emphasize the need for a cross-functional, process-oriented approach that positions CRM at a strategic level. They identify five key cross-functional CRM processes: a strategy development process, a value creation process, a multichannel integration process

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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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Santosh, Dr Indu. "The Role of Customer Relationship Management (CRM) in Improving Customer Retention." International Scientific Journal of Engineering and Management 04, no. 06 (2025): 1–7. https://doi.org/10.55041/isjem03975.

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Abstract: The study examines the role of Customer Relationship Management (CRM) in enhancing customer retention, especially in competitive markets where retaining customers is more cost-effective than acquiring new ones. Using a mixed-methods approach—combining literature review, surveys, and interviews—it explores CRM’s evolution from relationship marketing and its key components: operational, analytical, and collaborative CRM. Findings show that strategic CRM implementation positively impacts customer retention by enabling personalized interactions, data-driven decisions, and proactive engag

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Dixit, Vibhoo. "Client Relationship Management." International Journal for Research in Applied Science and Engineering Technology 11, no. 12 (2023): 302–3. http://dx.doi.org/10.22214/ijraset.2023.57287.

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Abstract: A Comprehensive Customer Relationship Management (CRM) System for Web Applications in the Pharmaceutical Industry: Enabling Seamless Collaboration between Buyers and Pharmaceutical Companies In the rapidly evolving landscape of the pharmaceutical industry, the integration of web applications has become instrumental in facilitating efficient communication and transactions between buyers and pharmaceutical companies. This research paper explores the design, development, and implementation of a robust Customer Relationship Management (CRM) system tailored for a web application in the ph

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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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SRIVASTAVA, Sanjiv Kumar, Bibhas CHANDRA, and Anand Prasad SINHA. "Effectiveness of Knowledge Management on Customer Relationship Management in Hotel Business Performance." Journal of Environmental Management and Tourism 9, no. 6 (2019): 1277. http://dx.doi.org/10.14505//jemt.9.6(30).17.

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Knowledge Management (KM) and Customer Relationship Management (CRM) have become indispensable strategic tool for the Hotel sector to gain competitive edge in the marketing environment. Hotels sustain and survive by exploiting customer knowledge for creating relationship to improve customer satisfaction, loyalty and thus, leading to better business performance. Hotel industries heavily rely on effective relationship management and CRM essentially depends upon effective and efficient utilization of knowledge resource. Therefore, effectiveness of customer relationship management depends upon eff

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Sabina Siti Sholeha, Theresia Longga, and Muhammad Hilmana Chaska. "Penerapan Customer Relationship Management (CRM) di Alfamart." Inisiatif: Jurnal Ekonomi, Akuntansi dan Manajemen 4, no. 1 (2024): 187–91. https://doi.org/10.30640/inisiatif.v4i1.3481.

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Customer Relationship Management (CRM) is a strategic approach that companies use to manage interactions and relationships with customers. In Indonesia, Alfamart as one of the largest minimarket chains implements CRM to increase customer satisfaction, loyalty, and ultimately, increase sales. This study aims to analyze the implementation of CRM in Alfamart, as well as its impact on customer satisfaction and loyalty.

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

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

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

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

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Wibawa, I. Ketut. "IMPLEMENTASI CUSTOMER RELATIONSHIP MANAGEMENT PADA JASA RESTORAN." Majalah Ilmiah Widyacakra 7, no. 1 (2024): 23–46. http://dx.doi.org/10.56915/miw.v7i1.178.

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Penelitian ini menerapkan pendekatan deskriptif kualitatif untuk memahami bagaimana Customer Relationship Management (CRM) diimplementasikan di dua restoran, yaitu Biku dan Happy Chappy. Melalui proses wawancara mendalam, observasi, dan analisis dokumen, penelitian ini menemukan bahwa kedua restoran memiliki pendekatan yang berbeda dalam penerapan CRM. Biku restoran fokus pada pelayanan konsisten dan berkualitas tinggi, sementara Happy Chappy menekankan pelayanan yang cepat dan efisien. Keduanya menggunakan teknologi, seperti sistem reservasi online, untuk mendukung implementasi CRM. Penelitia

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Dr., Selvalakshmi Gopalsamy, and Gokulapadmanaban Suganthi. "Unveiling Customer Relationship Management Dynamics in the Banking Sector." Empirical Economics Letters 23, Special Issue 3 (2024): 219–33. https://doi.org/10.5281/zenodo.13922424.

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In the dynamic landscape of the banking sector, this research explores Customer Relationship Management (CRM) in Kallakurichi District, Tamil Nadu. It aims to unravel CRM dynamics, analyze its impact on customer experience, and understand the correlation between CRM effectiveness, Customer Loyalty (CL), and Customer Retention Rate (CRR).<strong>Material:</strong> The study comprehensively explores CRM dynamics in Kallakurichi's banking sector, identifying key dimensions and assessing their impact on customer loyalty and retention. It addresses the need for a nuanced understanding in the local

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Qasem, Mohammad Fayez, Mohammed Abdallah Abukhadijeh, and Mohammad "Abd Alaffo" Aladham. "Customer Relationship Management and Customer Retention in Jordanian Bank." International Business Research 9, no. 9 (2016): 41. http://dx.doi.org/10.5539/ibr.v9n9p41.

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<p>This study examined the impact of CRM Activities on bank’s customer retention in Jordan. In order to collect the data of study the researchers designed a survey, the sample was collected from (405) customers of Jordanian banks' as respondents for the research questionnaire in 2016, by using a random sampling method, using Google form and survey monkey. 388 questionnaires were usable, incomplete returned questionnaires had been eliminated. The statistical results provide evidence on the significant positive relationship between CRM Activities and Attitudes of bank’s customers. the sign

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

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

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Zhang, Rui, and Gangzhi Guo. "Application of CRM Software System in Customer Relationship Management Course." Journal of Education and Educational Research 11, no. 2 (2024): 221–24. http://dx.doi.org/10.54097/j5w9hc54.

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Customer Relationship Management (CRM) is an important part of modern enterprise marketing and sales strategy. With the development of information technology, CRM software system has become an important tool for enterprises to manage customer relationships. In the customer relationship management course, the application of CRM software system can help students better understand and master the theory and practice of customer relationship management. This paper will explore the application of CRM software system in customer relationship management course, including its advantages, challenges and

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Shamma, Hamed M., Robert F. Dyer, and Marilyn L. Liebrenz-Himes. "Customer Relationship Management in Professional Service Organizations." International Journal of Customer Relationship Marketing and Management 2, no. 2 (2011): 1–15. http://dx.doi.org/10.4018/jcrmm.2011040101.

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Customer Relationship Management (CRM) applications have gained primary attention in large service industry sectors, such as the financial, telecommunications and hotel industries. However, relatively few researchers have studied CRM in the context of Professional Service Organizations (PSOs). PSOs are found across a broad spectrum of service offerings and they share several key aspects. Some of these aspects include the following: PSOs are high in people-processing features, have close contact with customers, and are high in credence attributes. Given this critical reliance on the customer, m

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Hamid, Abdul, Amal Alshehhia, Adil Abdullah, and Elsir Mohamed. "Key Success Factors For Customer Relationship Management (CRM) Projects Within SMEs." Emirati Journal of Business, Economics, & Social Studies 1, no. 2 (2023): 73–85. http://dx.doi.org/10.54878/xfaz0661.

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Customer Relationship Management (CRM) has emerged as a must-have capability for the modern firm irrespective of size and sector. The importance of CRM can be attributed to the need for today’s businesses to be customer-centric or customer-focused. As a business strategy, CRM seeks to develop and improve relationships with targeted customers to optimize customer value, competitiveness, and corporate profitability. While CRM has a truly strong business case, approximately 70% of CRM implementation projects do not create the intended business value. With this in mind, this work has reviewed rele

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Perina, Dias. "Penerapan Plugin Customer Relationship Management dalam Pengelolaan Bisnis." Applied Business and Administration Journal 1, no. 2 (2022): 74–80. https://doi.org/10.62201/3m1nnw31.

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In a business, one of the most difficult things to do is maintain information about our customers. Therefore, it is necessary to have a strategy to overcome this, one of which is to apply the concept of Customer Relationship Management (CRM) which is a process in managing complete information about consumers in order to optimize customer loyalty. However, it is very easy because to implement it requires training and a large amount of money. Therefore, companies can implement plugins related to CRM in WordPress on their websites because these plugins are quite easy to use for any user. The purp

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Raule1, Varsha, Krishna Yadav, Pavan Borade, Sahil Wakhare, and Gajanan Navaghare. "Integrated Customer Relationship Management System for Enhanced Business Intelligence and Efficiency." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 03 (2025): 1–9. https://doi.org/10.55041/ijsrem43377.

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Customer Relationship Management (CRM) is a strategic blend of people, processes, and technology aimed at understanding and enhancing customer relationships. It takes an integrated approach to customer retention and engagement, ensuring long-term business growth. The evolution of CRM is driven by advancements in information technology and shifts toward customer-centric business models. Organizations that implement CRM effectively can achieve higher customer loyalty and improved profitability. However, many companies struggle with successful adoption due to a lack of understanding that CRM is n

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

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

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Devita Syahtiti, Firnanda Amelia Yuniar, and Putri Rizky Nurhaliza. "Sosial Media Engagement Dan Hubungannya Dengan Kinerja Customer Relationship Management (Social Media Engagement And Its Relationship With Customer Relationship Management Performance)." JURNAL MANAJEMEN DAN BISNIS EKONOMI 2, no. 3 (2024): 371–78. http://dx.doi.org/10.54066/jmbe-itb.v2i3.2082.

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Sosial media engagement dan hubungannya dengan kinerja customer relationship management adalah suatu topik yang penting dalam manajemen perusahaan. Sosial media adalah salah satu alat yang dapat digunakan untuk mengatur dan mengembangkan hubungan dengan pelanggan. Sosial media engagement memiliki hubungan yang langsung dengan kinerja CRM, sebab data dan informasi yang diperoleh dari sosial media dapat digunakan untuk mengembangkan strategi CRM yang lebih efektif. Sosial media engagement dapat mempengaruhi kinerja CRM dalam beberapa cara. Ini dapat membantu perusahaan untuk mengurangi kemungkin

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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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Tseng, Shu-Mei. "Knowledge management capability, customer relationship management, and service quality." Journal of Enterprise Information Management 29, no. 2 (2016): 202–21. http://dx.doi.org/10.1108/jeim-04-2014-0042.

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Purpose – Firms survive by exploiting knowledge resources to maintain customer relationships more efficiently and effectively, as well as enhance their service quality. However, whether an enterprise can effectively utilize knowledge resources determines the effectiveness of knowledge management capability (KMC). Hence, the purpose of this paper is to investigate the relationship among KMC, customer relationship management (CRM), and service quality. Design/methodology/approach – In order to explore on KMC, CRM, and service quality, the questionnaire and partial least square (PLS) techniques w

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Mithas, Sunil, M. S. Krishnan, and Claes Fornell. "Why Do Customer Relationship Management Applications Affect Customer Satisfaction?" Journal of Marketing 69, no. 4 (2005): 201–9. http://dx.doi.org/10.1509/jmkg.2005.69.4.201.

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This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This article also shows that gains in customer knowledge are enhanced when firms share their customer-related information with their supply chain partners.

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Fernando, Erick, Rudi Sutomo, Yulius Denny Prabowo, Jullend Gatc, and Winanti Winanti. "Exploring Customer Relationship Management: Trends, Challenges, and Innovations." Journal of Information Systems and Informatics 5, no. 3 (2023): 984–1001. http://dx.doi.org/10.51519/journalisi.v5i3.541.

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This study presents a comprehensive exploration of recent advancements in Customer Relationship Management (CRM), acknowledging its pivotal role in fostering crucial connections both within the industry and with customers at large. The study delves deeply into CRM, aiming to enhance overall customer satisfaction. The primary focus of this study centers around critical facets of CRM, encompassing strategies for managing customer relationships, applications of information technology, analysis of customer data, and approaches for customer retention. Employing a literature review methodology, this

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Badawi, Badawi, and Muafi Muafi. "Boosting customer loyalty through marketing distribution, customer experience management and customer relationship management." Acta logistica 11, no. 03 (2024): 441–49. http://dx.doi.org/10.22306/al.v11i3.530.

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This study aims to analyze the effect of marketing distribution on customer experience management (CEM), customer relationship management (CRM), and customer loyalty. This study also analyzes the effect of CEM and CRM on customer loyalty. This study uses quantitative methods with a population of all BPRS (Sharia People's Financing Bank) customers in the Cirebon area, West Java. The sample in this study was taken through the purposive sampling method regarding sampling criteria tailored to the research objectives. From the sampling process, we obtained 185 respondents who met the criteria and b

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Zegullaj, Florinda, Jusuf Zeqiri, Nail Reshidi, and Hyrije Abazi-Alili. "The Impact of Customer Relationship Marketing on Customer Loyalty." International Journal of Customer Relationship Marketing and Management 14, no. 1 (2023): 1–17. http://dx.doi.org/10.4018/ijcrmm.332231.

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This study aims to examine the impact of CRM on customer loyalty and to explore relationship marketing accuracy in four dimensions such as trust, communication, commitment, and conflict handling in the banking system. Moreover, it examines the direct and indirect relationships between CRM variables and the mediating role of trust between them. Because most bank-customer interactions are time-varying and dynamic, and there are only a few studies related to CRM in the Albanian banking system, this study tends to contribute further to this field. Random sampling technique was used to collect data

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Vu Minh Ngo and Hieu Minh Vu. "Can Customer Relationship Management Create Customer Agility and Superior Firms’ Performance?" International Journal of Business and Society 22, no. 1 (2021): 175–93. http://dx.doi.org/10.33736/ijbs.3169.2021.

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The growing importance of Customer relationship management (CRM) and agility in any business are universally accepted and extensively investigated in different disciplines. However, lacking empirical evidence for the suggested theoretical framework of agility and their interrelationships with CRM and superior’s financial performance hinders its application in the practices. Thus, this study attempted to address this issue by drawing on the Resource-Advantage theory of sustainable competitive advantages to examine a mechanism through which CRM implementation can generate sustainable competitive

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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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