CRM Implementation Research Articles

The Influence of Location, Store Atmosphere, Price, and CRM on Consumer Purchase Decision at The Milk Bar Bandung

The level of milk consumption in Indonesia is only 11.48 kg/capita per year, this is still very much lower compared to other countries in Asia. The amount of milk consumption of Indonesia is less than Malaysia, Indian, Singapore, Thailand, Vietnam, and Philippines. Bandung is an area rich in culinary. One of the culinary places in Bandung is The Milk Bar. To improve the consumer purchase decision, so the strategy of location, store atmosphere implementation, CRM implementation, and price implementation need to be considered well by the company. This research is descriptive and verificative, with sample of 115 consumers of The Milk Bar obtained by 3 times iteration calculations. The results showed that from the four independent variables studied, the results obtained that the location has a greater influence in improving purchase decision. And together obtained a value of 77.4% and the remaining 22.6% influenced by other variables not examined in this study.

Appraisal of CRM implementation as business strategy option in times of recession: The role of perceived value and benefits

Appraisal of CRM implementation as business strategy option in times of recession: The role of perceived value and benefits

Unpicking antecedents of CRM adoption: a two-stage model

Most CRM work focuses on consumer applications. This paper addresses the operational adoption issues facing the organisation deploying CRM practices. There are a plethora of challenges facing organisations when adopting CRM. Previous research is limited to either examining the CRM adoption process at an individual/employees level or an organisational level. Hence, in this paper the myriad of organisational, marketing and technical antecedents that seem to impinge upon employee perceptions and organisational implementation of CRM are structured in a two-stage model. Using a stratified sample of 10 organisations across 4 sectors, 7 hypotheses are tested on data collected from 301 practitioners. A two-stage model is analysed using structural equation modelling. Findings reveal that CRM implementation relates to employee perceptions of CRM. This paper deepens our understanding of organisational practices to adopt CRM, so as an organisation properly profits from the expected benefits of CRM.

The critical success factors for customer relationship management implementation: a systematic literature review

The implementation of customer relationship management CRM is one of the most common strategies applied by companies to enhance customer relationship and highly related to technology. In fact, it is not easy to successfully implement this strategy because it requires a huge investment and is influenced by other critical factors. This research aims to synthesise critical success factors CSFs from CRM implementation using a systematic literature review approach to papers published in 2001-2014. According to the findings towards 53 relevant papers, technology selection and adaptation technological readiness are the most dominant factors. Furthermore, the synthesis finding also shows CSF research shifting to social media, and turns out as the difference between CRM and social CRM implementation.

Analysis of customer relationship management in hospitals and present an efficient model for CRM implementation in hospitals

Today, as a business unit, health care organizations are more requiring high standards of customer relationship management from other industries. This study formed by organizational perspective to identify factors affecting customer satisfaction in medical centers .The study sample in this research is all the people who are somehow connected with hospitals for treatment and the sample size is 303 patients. In this study our aim is to introduce a model of customer relationship management which consists of seven components and the relationship between them. The model is the result of more than 40 models introduced and validated in the field of customer relationship management that presented since 1996 to the present. In the analysis done on data, we proved the new introduced model.

Innovative Services in Banks through Customer Relationship Management

A purpose of marketing strategy is to develop a competitive advantage; it provides customers with superior value compared with competitive offerings. Banking industries have traditionally operated in a relatively stable environment for decades. The purpose of the study is to important service quality of commercial banks refer to process quality as judged by customers during a service delivery and output quality judged after a service is performed. The important objective of the establishment of the CRM at the commercial banks is to enrich customer satisfaction and generate customer loyalty. In the present study, the outcome of the CRM implementation of innovation services has been measured with the help of the customers perception on the overall service of the banks.

Identification and prioritisation of effective factors on CRM implementation: a case study of insurance industry in Iran

This case study evaluates the effective factors on CRM implementation in AIC. For this purpose, four factors including technology, process, people and organisational structure were extracted from different models. Participants included experts working in AIC branches. Results were obtained by a questionnaire evaluating the effective factors on CRM implementation in AIC. According to the results, the lowest score belonged to organisational structure; therefore, organisational structure was the most important and the most sensitive factor followed by people, technology and process, respectively.

The Impact of Operational Customer Relationship Management on Customer Loyalty

The purpose of this paper is to investigate the role of operational customer relationship management (OCRM) on customer loyalty with special reference to the mobile telephone industry in Zimbabwe. Motivation for the research was generated by the need to find out how customer loyalty can be created through OCRM. The research was conducted by reviewing various streams of literature and interviews with 7 representatives from the 3 dominant companies in the industry and 15 sampled customers from these three competing companies in the mobile telephone industry (MTI). A semi-structured questionnaire was used. All qualitative responses were grouped into themes for coding purposes. The data gathered was coded and captured to form panel data for further analysis using the Statistical Package for Social Sciences (SPSS0. Results of the research showed that because of the highly dynamic market environment, consumers have become highly demanding calling for the strategic significance of the intelligent network in OCRM for the creation of customer satisfaction. The research also revealed that increasing organizational performance through operational CRM implementation can increase customer perceived value which results in customer loyalty and competitiveness. Our current research focused on operational CRM’s influence on customer loyalty. Future research should assess the impact of analytical CRM on customer loyalty. The measurement and critical analysis of customer life time value against company investments in building loyalty should redirect future research towards this area. DOI: 10.5901/mjss.2014.v5n23p291

Success Factors in CRM Implementation: Results from a Consortial Benchmarking Study

This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new frameworks derived from current cases and applications in this emerging field.Each chapter takes a collaborative approach to eCRM that goes beyond the analytical and operational perspectives most often taken by researchers in the field. Chapters also stress integration with other enterprise information systems.The book is organized in four parts: Part I presents an overview of the role of CRM and eCRM in marketing and supply chain management; Part II focuses on the organizational success factors behind eCRM implementation; Part III presents cases of eCRM performance enhancement; and Part IV addresses eCRM issues in business-to-consumer commerce.

Customer Relationship Management as a Tool for Sustainable Competitive Advantage and Exemplar Companies with Worldwide Success

In the recent years, due to the existence of innumerable companies, it has become quite difficult to gain advantage in competitiveness. Considering the fact that differentiated activities, strategies and policies of companies or the company resources can easily be imitated by the rivals and the advantage can be lost; the gained advantage in competitiveness should not be for short term and has to carry the necessary qualities for sustainability (Gules and Bulbul, 2005). In this way, the companies can have a long term relationship with their customers which will bring customer loyalty and long term profit. In addition to the customer loyalty, there are some other conditions that the companies should meet to be preferred. These can be listed as reducing the costs in the production phase; flexibility in meeting the changing needs and demands of the customers fastly and punctually and putting the quality first. The approach of focusing on the customers to secure advantage in competitiveness, brought the approach of Customer Relationship Management. At this point, collecting information about the customers and using them in order to produce unique products and services has become one of the main conditions of an effective and sustainable supremacy in the competition. In this paper, exemplar companies which gained speed, quality and flexibility in their products and services due to their successful implementation of CRM will be analyzed in detail in order to explain the effect of successful CRM implementations in the protection of long-term advantage in competitiveness. DOI: 10.5901/mjss.2013.v4n10p731

Successful implementation of CRM in luxury hotels: determinants and measurements

PurposeValid measurement scales for predicting the adoption of hoteliers’ customer‐centric orientation are in short supply. The present research develops and validates a new scale for a specific variable, i.e. Management Attitudes Towards Customer‐Centric Orientation (MATCCO). Furthermore, this research attempts to identify some broad determinants for a successful CRM system implementation and propose a research model depicting possible relationships among MATCCO, broad determinants and profit.Design/methodology/approachA structured questionnaire has been developed in order to accomplish the research objectives. Data were collected from 86 Greek luxury hotels. Accepted methodology was used to construct the measure, factor analysis to determine the CRM key success factors (KSFs) and Pearson correlation, ANOVA and discriminant analysis to test the proposed model. Additionally, qualitative research was conducted in two Greek luxury hotels.FindingsA reliable and valid measure of MATCCO was constructed. Four CRM KSFs were identified. The research model was verified and proposed confirming relationships among MATCCO, CRM KSFs and company profit. Cases analysis showed that effective customer communication strategy, IT infrastructure and suitable organizational strategy are the KSFs of CRM implementation provided that hoteliers are positive toward customer‐centric orientation.Research limitations/implicationsThe results of this study are applicable to luxury hotels.Practical implicationsThere is a necessity of checking the level of MATCCO before undertaking a CRM implementation project. Further, the results of this study highlight some crucial factors that influence successful CRM implementation in the hotel lodgings.Originality/valueThe main contribution of the paper is the construction of the multi‐item measure of hoteliers’ customer‐centric orientation.

Customer Relationship Management : A Critical Analysis of the CRM Implementation Process in UK Arts Organization

Customer Relationship Management : A Critical Analysis of the CRM Implementation Process in UK Arts Organization

Design a Model to Assess CRM Maturity in the Organization Using AHP

According to different nature of work in various companies, the essential step in implementation of optimal customer relationship management is identifying factors affecting CRM performance and indicators related to each factor. Therefore in this study, in order to assess the maturity of organization in the implementation of CRM, the main factors affecting CRM performance in the baby accessories industry were identified. Then the indicators explaining each factor were extracted and using Analytical Hierarchy Process (AHP) factors and identified indicators were ranked, and then the maturity status of the studied organization were analyzed in relation to CRM implementation. According to new and valid ideas, the main factors affecting the assessment of organizational maturity in CRM implementation are defined by three factors of processes, human resources and technology. The main factors affecting the CRM implementation were prioritized and also indicators related to the three main factors in line with the successful implementation of CRM were ranked. In order to assess the maturity of organization in CRM implementation, the binominal test was used. Except for the indicator of information technology and knowledge management which is lower than the given value for maturity level of the organization (12.5), other indicators such as strategy, organizational processes, organizational culture, human resources and change management, the studied organization in baby accessories industry has matured in CRM implementation.

An Enhanced Model for Managing Change in Organizations

Change has become a “way of life” in organizations. The pace of change has increased substantially in recent years as a result of issues such as the pressures of global competition the impact of the Internet, customer demands and ever changing enhancement of technical capabilities. These changes affect what people do and how they fulfill their responsibilities, and therefore, there are varied reactions Historically, failures in change implementation have not been attributable to a lack of technical feasibility and functionality but instead have been the result of employee resistance. The difficulty of implementing organizational change has presented an ongoing challenge to managers. As we anticipate the future, paramount technological changes and shifts in strategies as a result of innovations such as cloud computing, social networks, and smart phones are on the horizon, all of which provide numerous opportunities for marketers. Customer relationship management (CRM implementation in particular, warrants consideration of a change management strategy. This paper reviews severa successful change management and implementation strategies that have been utilized to address technologica change and proposes an enhanced model to guide managers as they deal with technology-based organizational changes.

MODERATING CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TO ENHANCE FIRM PERFORMANCE THROUGH CONTINUOUS PRODUCT DEVELOPMENT

The banking sector in Nigeria went through various reforms in the last few years and this has resulted in stiff competition in the industry. Based on this the few surviving ones are making concerted efforts to stabilize in the ever changing competitive and uncertain business environment. More importantly, the banks have come to realized that building long-term relationship with their customer is sine qua non to achieving sustainable competitive advantage. This study examines the link between customer relationship management and performance on the banking sector. The researcher built a model using continuous product development to moderate the effect that CRM has on bank performance. Data using primary source was collected from the financial market through a cross sectional survey in Ekiti State, Nigeria. Two pretests of the questionnaire were performed for validity and reliability assessment. Based on extensive review of literature, a 54 item capturing all major sub processes in implementing CRM was evaluated. The Data collected were fitted into regression model. The result indicates that CRM implementation processes are associated with better firm performance more importantly when it is moderated by continuous product development.

Comprehensive Prioritized Perspectives of CRM System for Implementation in the Developing Countries' Hospitals

ABSTRACT Research on the CRM implementation link has been fragmented due to various perspectives on CRM, especially in hospitals. Literatures show that comprehensive research on CRM implementation in healthcare is quite inadequate and lag in the hospitals in terms of IT technology implementation exist. In this study, different perspectives of the CRM implementation were reviewed. Furthermore, in order to prioritize CRM implementation perspectives, 35 high experience experts in the hospital information system, clinical information system, hospital’s chief information technology officer and hospital’s chief execute officer in Malaysia, Kuwait and Iran were interviewed. The empirical work in three developing countries indicates that resource, management, CRM application system, employees and patient perspectives have the highest to lowest impact. Moreover, results of the interviews showed that unlike regular customers in organizations and companies, patient’s involvement as a customer, had not been a considerable impact on success and failure of CRM implementation in the hospital of the developing countries. In addition, lack of measurement models pushed CRM projects to the higher risk.

Evaluating bank readiness for CRM implementation

Article history: Received October 15, 2011 Accepted 10 March 2012 Available online 13 March 2012 These days, we see unexpected changes in customers' behaviors in financial and service institutions, especially in banks. There are different reasons for having such changes but the recent advances of technology could be one of the main reasons. Today banks are obliged to link their existence with customers, recognize their demands and needs in present competitive environment and take necessary actions to increase their productivity. The main objective of the present research is to identify bank readiness for establishing customer relationship management. Findings of the present study show that the readiness degree of bank is well above moderate with respect to intellectual dimension and is below moderate with respect to social and technological dimensions. © 2012 Growing Science Ltd. All rights reserved.

Does CRM Implementation Affect Resident Satisfaction in Nursing Homes?

Does CRM Implementation Affect Resident Satisfaction in Nursing Homes?

ISJ inaugural editorial

ISJ inaugural editorial

Adoption of CRM technology in multichannel environment: a review (2006‐2010)

PurposeThe purpose of this paper is to review state‐of‐art literature on adoption of CRM technology, including the CRM in multichannel environment and provide a comprehensive view of insights gained in this area of research through the bibliography.Design/methodology/approachAll together, nine databases were searched on the basis of four main descriptors which provided identification of 812 articles. A close review of the abstracts of these articles led to selection of 123 articles which were found relevant. Each of these articles was further reviewed and classified based on the main channel of CRM implementation. The articles were further classified in sub‐categories under each main channel theme.FindingsThe selected articles were categorized under four main themes based on the channel – CRM, multichannel CRM, eCRM, mCRM. The articles in the CRM category were mainly focused on the strategic alignment along with research on increasing customer loyalty and use of data mining in CRM. Under the multichannel CRM theme the articles were further classified under eight categories – CRM (articles focusing on overall CRM implementation on multiple channels and related issues), eCRM (articles related to CRM implementation on online channel and its impact in multichannel environment), IT, Marketing, Sales, Service, Strategy, and Mixed (articles addressing two issues simultaneously: Marketing and IT).Originality/valueThe bibliography provides a comprehensive academic literature published between 2006 and 2010 covering all the channels of CRM implementation – traditional, electronic and mobile – along with studies specifically focused on issues dealing with multichannel environment.