Customer Relationship Management Implementation Research Articles

Enhancing patient engagement through CRM systems: A pathway to improved healthcare delivery

This research paper explores the critical role of Customer Relationship Management (CRM). systems in enhancing patient engagement and improving overall healthcare delivery. With the increasing emphasis on patient-centered care, healthcare organizations are seeking innovative solutions to foster stronger relationships with patients, streamline interactions, and improve service quality. Drawing on insights gained from implementing CRM systems at eMedic Technologies Africa, the study analyzes how these platforms can significantly enhance communication, facilitate personalized care, and drive operational efficiency within healthcare settings. CRM systems serve as a powerful tool for managing patient interactions, enabling healthcare providers to gather and analyze data on patient preferences, behaviors, and needs. This data-driven approach allows organizations to tailor services and communications, leading to increased patient satisfaction and loyalty. By streamlining administrative processes, CRM systems reduce the burden on healthcare staff, allowing them to focus on delivering high-quality care. The paper proposes a comprehensive framework for integrating CRM tools into healthcare operations. This framework includes key components such as data management, communication strategies, and patient feedback mechanisms. By effectively leveraging CRM capabilities, healthcare organizations can improve appointment scheduling, enhance follow-up care, and provide timely reminders for preventive services. Furthermore, the study emphasizes the importance of fostering a culture of patient engagement, where healthcare providers actively seek feedback and involve patients in their care decisions.Ultimately, this research highlights the transformative potential of CRM systems in healthcare delivery. By prioritizing patient engagement through effective CRM implementation, healthcare organizations can not only improve patient outcomes but also achieve greater operational efficiency. The findings underscore the need for a strategic approach to adopting CRM technologies, ensuring that healthcare providers are well-equipped to meet the evolving demands of patients and navigate the complexities of modern healthcare. This paper serves as a valuable resource for healthcare leaders looking to enhance patient engagement and optimize service delivery through innovative CRM solutions. Keywords: CRM Systems, Patient Engagement, Healthcare Delivery, Operational Efficiency, Digital Healthcare Solutions

Assessing the Impact of Digital Transformation on Business Operations: A Case Study Analysis

This study assesses the impact of digital transformation on business operations through a case study of Zivame, an Indian SME in the retail sector. The research aims to explore how digital technologies improve operational efficiency, customer engagement, and financial performance. Using qualitative research methods, semi-structured interviews were conducted with key decision-makers at Zivame. Thematic analysis was employed to analyze the data. The results indicate significant operational improvements, including a reduction in order fulfillment time and increased inventory turnover. Customer satisfaction and repeat purchase rates also improved substantially following the implementation of Customer Relationship Management (CRM) systems and other digital tools. Zivame faced challenges such as employee resistance to change and high initial investment costs, which were mitigated through targeted employee training programs. The financial analysis revealed a growing return on investment (ROI) from 31% in 2020 to 44% in 2023. The study’s findings underscore the importance of digital transformation for Indian SMEs, showing that, with strategic planning and investment, businesses can improve their competitiveness and achieve long-term success. These findings contribute to the broader literature on digital transformation in emerging markets and offer practical insights for SMEs embarking on similar journeys.

ANALISIS PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) PADA PT. EAST WEST SEED INDONESIA DALAM MEMPERTAHANKAN DAYA SAING

This research aims to find out what factors can influence the results of use and also the implementation of CRM. The data to be obtained from informants was selected using purposive sampling techniques and using qualitative methods. The results of this research indicate that in implementing Customer Relationship Management there are obstacles or obstacles that occur in the dimensions of people, processes and technology at PT. East West Seed Indonesia. Based on the SWOT analysis results, it can be seen based on the quadrants at PT. East West Seed Indonesia is in Quadrant I (Progressive) which can be interpreted as PT. East West Seed Indonesia has good strengths which can then be utilized as an opportunity to encourage company progress.

Customer Segmentation Using the K-means Clustering Algorithm and Recency Frequency Monetary Model at Pharmaceutical Product Wholesaler

PT Kimia Farma Trading and Distribution (KFTD) is a company engaged in the distribution and trading services of Indonesian health products, on a national scale. In 2022, the company aims to increase sales to be awarded as one of the top 3 national pharmaceutical product distributors by 2024. Their current strategy is to provide customers with delayed payment permission and integrated complaint services. However, the offers and services are the same for all customers which does not consider customer track record hence it is not cost-effective. One way to increase sales is by enhancing customer satisfaction and loyalty by implementing Customer Relationship Management (CRM) strategies. Several strategies can be carried out, namely analysis of associations related to pharmaceutical products, and analysis of customer segmentation and clustering of products. The method used in this study was the K-means clustering algorithm combined with the Recency Frequency Monetary (RFM) model. Experiments showed that the optimal clustering results are 4 therefore they are categorized into 4 customer segments, namely Superstar, Golden, Typical, and Occasional Customers.

Analysis of Customer Relationship Management at Animation Studio - PT Jiwa Muda Cipta Indonesia in Yogyakarta

The role and function of Public Relations (PR) in carrying out tasks in the marketing sector of a digital service company, namely Animation Studio. Nowadays, managing relationships with customers is more familiarly known as Customer Relationship Management (CRM). In CRM management, a series of flows have been arranged as mentioned by Buttle, namely analysis, resource development and implementation. The data obtained in this research is the result of observation, documentation and interviews with Marketing and CEO while carrying out research at the Animation Studio. It was found that analyzes covering portfolio and customer intimacy had been run on a strong basis and implemented quite well. Likewise, the development of resources that have been designed by the CEO to develop the network and add value propositions has been carried out systematically according to procedures. As for the implementation of CRM in Animation Studio, although it is quite good, it still needs to be developed further in terms of the process to further perfect CRM within the company.

Improving Performance of Customer Relationship Management to Leverage Customer Loyalty (Case Study: MILKY CRM Loyalty Program)

Customer Relationship Management (CRM) plays a crucial role for businesses as technology advances and consumer demands continue to rise. However, CRM implementation faces challenges from both external and internal factors within an organization. Ineffective CRM implementation can lead to customer dissatisfaction, decreased loyalty, reduced profitability, and missed business opportunities. This research aims to improve the MILKY CRM loyalty program by identifying the key root causes and proposing alternative solutions, ultimately determining the best alternative to enhance the program. The methodology includes in-depth interviews and analysis using the Kepner-Tregoe framework, which involves problem analysis, decision analysis, and potential problem analysis. Supported by external and internal analyses such as Porter’s Five Forces, Customer Journey Mapping, and an Integrated CRM Scorecard, the results are then utilized for a SWOT analysis. The problem analysis identified 21 attributes as the root causes affecting MILKY CRM loyalty program performance. These attributes include Consumer Behaviour Change, Aggressiveness of Competitors, CRM Agency Capability, Healthcare Apps Strategic Partnership, Potential New Segments generated by New Entrants, CRM Differentiation, Strong Brand Reputation, Content Management, Ability Services Program, Customer Engagement, Customer Experience Improvement, Win Back Lapsed Customers, Incomplete metrics tracking on CRM scorecard, Financial Budget Constraints, Personalization Services & Rewards, Digital Acquisition Transition, Segmentation & Tiering Review, Balancing Strategy on Customer Acquisition & Retention, IT System Capabilities, and Human Capability on CRM. In the decision analysis section, alternative solutions were generated through TOWS analysis, and the best alternative was determined using the Analytical Hierarchy Process (AHP) tool. The top chosen strategy, Strategy #2: Optimizing CRM & Organizational Strategies for Enhanced Customer Engagement & Operational Efficiency (W/O Strategies), is recommended for future improvement. Focus areas include communication, resources, technology, and KPI metrics to mitigate potential problems. Overall, this research provides valuable insights and recommendations for enhancing the performance of the MILKY CRM loyalty program, ensuring its effectiveness in meeting customer needs and driving business success.

Tipologi Loyalitas dan Kepuasan Nasabah Dalam Mengoptimalkan Customer Relationship Management (CRM) di BPRS SPM Pamekasan

The importance of customer loyalty and satisfaction positively impacts the growth of Sharia banks. Loyalty and satisfaction from a customer will be created if a harmonious relationship exists between the two parties, namely the customer and the Sharia bank, otherwise, a disharmonious relationship will damage the cooperation between the two. So it does not rule out the possibility that Islamic banks will experience problems. This research aims to determine CRM implementation and customer loyalty and satisfaction factors at BPRS SPM Pamekasan. This type of research uses descriptive qualitative methods. The results of this research show that the implementation of Customer Relationship Management implemented by BPRS SPM Pamekasan includes: Being able to identify customer desires, obtain new customers, retain old customers, convince customers to continue using BPRS SPM products and services, and provide good after-sales service. To create success in the Customer Relationship Management strategy which can generate loyalty and satisfaction for BPRS SPM customers, this is by improving the quality of service provided to customers, with the aim of good service, a good relationship will also be built between BPRS SPM and customers thereby creating loyal customers. and feel satisfied.

Memaksimalkan Potensi Crm: Panduan Praktis Untuk Meningkatkan Kinerja Bisnis

In an increasingly competitive business environment, Customer Relationship Management (CRM) is a strategic key for companies in maintaining customer satisfaction and improving performance. This article aims to investigate the influence of CRM on customer satisfaction and company performance to improve business performance. A qualitative approach is used to explore the complex interactions between Customer Relationship Management, customer satisfaction, and company performance from an in-depth perspective. Meanwhile, the literature study method is used to analyze various theories, models and related research findings. This research aims to evaluate the impact of Customer Relationship Management on customer satisfaction and company performance, providing a better understanding of how effective implementation of Customer Relationship Management can strengthen long-term relationships with customers and improve a company's overall business performance.

Analysis of the Implementation of Customer Relationship Management to Increase Customer Loyalty and Satisfaction at Tunas Toyota Cilegon

Analysis of the Implementation of Customer Relationship Management to Increase Customer Loyalty and Satisfaction at Tunas Toyota Cilegon

Implementasi Strategi Customer Relationship Management (CRM) Pada PT PLN (Persero) UP3 Surabaya Barat

Customer Relationship Management (CRM) is a crucial strategy in strengthening relationships with customers and improving service quality. This research examines the implementation of CRM at PT PLN (Persero) UP3 West Surabaya, which aims to improve the efficiency of collecting and analyzing customer data through the use of application technology and websites. By understanding customer characteristics, behavior, and needs through effective profiling, PT PLN (Persero) UP3 West Surabaya can develop a more personalized and responsive CRM strategy, and improve ongoing interaction with customers. This research uses observation method and qualitative approach with literature review method to examine CRM implementation at PT PLN (Persero) UP3 West Surabaya. The results showed that the use of a customer profiling database can help PT PLN in creating a better customer experience and increasing customer loyalty. Successful CRM implementation requires careful planning, adequate technology, and support from all parties in the organization.

Penerapan Customer Relationship Management sebagai strategi pemasaran berbasis data di PT.Gragaz Berkah Sejahtera

Implementing Customer Relationship Management (CRM) as a data-based marketing strategy has become the main focus for many companies in optimizing relationships with customers. This research explores this through a case study at PT. Gragaz Berkah Sejahtera, a pharmaceutical retail company or pharmacy business that adopts this approach. This research aims to identify how PT. Gragaz Berkah Sejahtera integrates technology and Customer Relationship Management (CRM) theory to improve interactions with customers and how to optimize data-based marketing and sales processes. The research method used is a qualitative descriptive analysis method with the object studied being PT. Gragaz Berkah Sejahtera which involves collecting data, implementing CRM technology, and evaluating its impact on customer loyalty, retention, and increasing sales. While the results of this research highlight the company's success in implementing data-based marketing strategies in an effort to improve marketing and sales, as well as increase customer satisfaction, however these results have not achieved maximum success because there are obstacles in implementing the concept of customer relationship management such as system failures. data-based information technology applications. So that efforts to implement CRM programs are disrupted and have an impact on sales which have not achieved significant growth through this data-based marketing strategy. This research can provide important information and insights for other companies wishing to adopt the same approach in an effort to improve relationships with customers and achieve optimal and sustainable marketing and sales.

Enhancing Customer Relationship Management in Retail: A Case Study of Reliance Trends

Within the dynamic realm of retail, the implementation of Customer Relationship Management (CRM) is essential for cultivating customer satisfaction, fostering loyalty, and ultimately propelling sales growth. This case study explores the CRM strategies utilised by Reliance Trends, a prominent fashion retail brand in India, to examine how it effectively utilises CRM practices to stay ahead in the competitive market. Using a qualitative case study approach, this research delves into the effectiveness of Reliance Trends' CRM initiatives in boosting customer satisfaction and loyalty. It also aims to identify any areas that could be enhanced. This study underscores the importance of CRM in retail environments, emphasising its influence on tailored customer interactions and the customisation of global strategies to fit local markets. Our findings provide valuable insights into CRM practices, highlighting both their strengths and weaknesses. Additionally, we offer recommendations for enhancing the effectiveness of CRM strategies.

INFLUENCE OF THE CHARACTERISTICS OF SMALL AND MEDIUM FAMILY BUSINESSES ON CRM IMPLEMENTATION: A CASE STUDY

Purpose: This paper aims to explore the customer relationship management (CRM) strategies adopted by Family Small and Medium Entreprises (SME), while highlighting the impact of their characteristics and their assets on the choice and the adoption of these CRM strategies. Methodology: Since the unique case study approach allows in-depth, multi-faceted explorations of complex issues, we opted for it as a research strategy in order to develop a detailed understanding of the problem. Therefore, an in-depth case study was carried out within a small and medium family business in Morocco. Findings: Through this study, we have highlighted causal links between the characteristics and specificities of the family SMEs and their impacts on the adoption and implementation of CRM tools and strategies. While some characteristics linked to the nature of family SMEs such as participatory management style, familiness, the desire to transmit the business to future generations and proximity to customers constitute assets for the implementation of CRM, other characteristics, such as the desire to maintain financial independence and recruitment policies that are most often in favor of family members despite their competence, can negatively influence the implementation of successful CRM projects. Implications for Theory and Practice: The results of the present paper allow the authors to draw conclusions that are relevant to both academics and practitioners. As for the theoretical implications, this study highlights the relationship between the characteristics of family SMEs and the choice and implementation of CRM strategies, while relying on their strengths. Furthermore, developing a good understanding of the specificity of CRM adoption and implementation approaches within family SMEs has important managerial implications for family SME decision-makers, as it can help them make better decisions regarding the choice of relevant CRM strategies and to optimize the deployment of available human, financial and technological resources, while relying on their socio-emotional wealth and their motivation to perpetuate the company. Originality: This paper is one of the first to explore CRM strategies adopted by family SMEs. The authors present a conceptual framework that can help researchers and practitioners better understand how the family business nature can influence decisions about CRM tools and strategies implementation.

Circular Economy Transformation in Chemical Industry: Integrating CRM and AI for Sustainable Growth

This white paper explores the pivotal role of Customer Relationship Management (CRM) in the digital transformation journey of the chemical industry. As customer expectations continue to evolve and competition intensifies, chemical companies are turning to CRM solutions to enhance customer interactions, streamline operations, and drive business growth. The abstract provides an overview of CRM’s significance in the chemical sector, highlighting its role in customer segmentation, sales automation, marketing optimization, and customer service enhancement. By centralizing and optimizing customer-related processes, CRM enables chemical companies to deliver personalized experiences, improve sales productivity, and foster stronger customer relationships. Through a comprehensive examination of CRM implementations and potential applications in the chemical industry, this white paper aims to provide valuable insights for industry professionals seeking to leverage CRM to navigate the challenges and opportunities of the digital age.

A Conceptual Framework Based on PLS-SEM Approach for Sustainable Customer Relationship Management in Enterprise Software Development: Insights from Developers

Due to its significant relevance in outsourcing, the global software industry, such as enterprise software development organizations, accepted the implementation of global software development (GSD). Customers play a pivotal role in any industry, and effective customer relationship management (CRM) is instrumental in ensuring client satisfaction while developing software projects. However, software organizations operating globally often need more insight into their customers’ perspectives. These challenges give rise to a major combination for the success of the GSD projects. Organizations working globally face the key challenge of the implementation of CRM. The main objective of this paper is to investigate and understand the challenges faced by global software development organizations when implementing customer relationship management (CRM) in their enterprise software projects. This paper aims to assess how these CRM implementation challenges impact the value of enterprise software products in the context of global software development (GSD). To achieve this objective, the study employs the partial least squares-structural equation modeling (PLS-SEM) approach and conducts a systematic literature review (SLR) to identify relevant challenges. Additionally, this paper presents a conceptual framework based on the identified challenges and validates it through surveys and qualitative research with software outsourcing companies in Pakistan. The research provides valuable insights from the perspective of software developers and aims to offer practical guidance for the successful application of CRM in outsourcing.

Requirements for Cultivating Customer Focus

In today's fiercely competitive global marketplace, companies face a plethora of opportunities, as well as threats and challenges. As products become increasingly homogeneous, companies must develop concepts and strategies for fostering relationships with their customers. This necessitates a comprehensive approach, with a shift from transactional marketing to relationship marketing already underway, placing emphasis on the customer. Customer Relationship Management (CRM) holds promise for navigating competitive markets, yet high failure rates in CRM implementation persist. One critical success factor for CRM implementation is a steadfast orientation towards the customer. Achieving customer orientation entails various measures including change management, cross-functional collaboration, process optimization, employee engagement, and support from company stakeholders. Internal marketing is crucial for persuading employees to transition from functional to cross-functional thinking. Customer orientation is not merely a strategy, but a journey and long-term commitment, requiring continual assessment and enhancement. This paper offers an in-depth exploration of the essential factors for cultivating customer orientation.

Business analytics in CRM: A comparative review of practices in the USA and Africa

In the dynamic landscape of global business, Customer Relationship Management (CRM) has emerged as a crucial strategy for organizations aiming to enhance customer satisfaction and loyalty. This study delves into the realm of Business Analytics (BA) within CRM, examining the diverse practices employed in the USA and Africa. The purpose is to identify similarities, differences, and potential areas for improvement, with the overarching goal of fostering more effective CRM strategies. The American business landscape, characterized by advanced technological infrastructure and matured data analytics capabilities, provides a fertile ground for sophisticated CRM practices. A comprehensive analysis of leading companies in the USA reveals a strong reliance on predictive analytics, machine learning, and artificial intelligence to glean actionable insights from vast datasets. Such approaches empower organizations to personalize customer experiences, optimize marketing strategies, and drive overall business growth. In contrast, the African business environment exhibits unique challenges and opportunities. While certain regions may face infrastructural constraints, innovative CRM practices tailored to local contexts are emerging. This study sheds light on the utilization of mobile technology, social media analytics, and localized data collection methods as crucial tools in the African CRM landscape. These adaptive strategies not only address challenges but also present opportunities for leapfrogging traditional CRM models. The comparative review uncovers key areas of convergence and divergence between the two regions, highlighting the need for a nuanced approach to global CRM strategies. By synthesizing insights from the USA and Africa, organizations can develop a more holistic understanding of effective CRM practices. This research contributes valuable insights to the ongoing discourse on global business analytics, offering a roadmap for organizations to navigate the intricacies of CRM implementation in diverse and dynamic markets.

Implementation of Customer Relationship Management (CRM) Strategy in Increasing the Loyalty of Non-Pawn Customers at PT Pegadaian Lempuyangan Branch

Economic activities in each country are closely related to financial issues. In the pawn and credit sector, there is very tight competition at the moment, this is also realized by PT Pegadaian Lempuyangan Branch. Therefore, the company's focus must be increased in increasing customer loyalty and delivering value. The purpose of this writing is to determine the increase in non-pawn customer loyalty at PT Pegadaian Lempuyangan Branch resulting from the implementation of the Customer Relationship Management (CRM) strategy. The qualitative method was chosen as the method used in this writing. The data collection techniques involved in this writing are in the form of observations and interviews with internal and external parties of the company. The data that has been collected will then be analyzed using content analysis techniques. As a result, Customer Relationship Management was found to have a significant and real impact on customer loyalty, especially in owning the products offered by the company. Customer Relationship Management is very important to maintain added value and ensure the company's survival. In implementing Customer Relationship Management to increase customer loyalty, companies need to consider customer needs when making product offers, especially non-pawn products. This can be done by increasing the use of social media platforms for offers and improving the service features available on the Pegadaian Digital application for transaction services.

Implementation of CRM (Customer Relationship Management) Using Zoho CRM (Case Study: Villa Gangga)

The main objective of initiating a business is to achieve maximum profit. To attain this goal, a company must be capable of utilizing existing technology to compete and cultivate a loyal customer base. Villa Gangga is a family-oriented accommodation business located in the Ababi Village, Abang District, Karangasem Regency, Bali. The business has been running for 15 years, relying on a conventional CRM system that only uses manual record-keeping and workflow design. However, this system is susceptible to human errors and other issues. Therefore, in this study, Customer Relationship Management (CRM) implementation was carried out using the Low Code development platform named Zoho Creator to enhance customer satisfaction by improving the relationship between buyers and sellers and addressing customer complaints. The research results indicate that the CRM implementation at Villa Gangga has enhanced business performance. Consequently, the implementation of CRM using Zoho Creator at Villa Gangga is highly recommended for entrepreneurs in the tourism industry seeking to enhance service quality and customer satisfaction.

Customer Relationship Management (CRM) and Organizational Performance in Nigeria

This study investigated the effect of customer relationship management (CRM) on banks’ performance in Nigeria. To do this, 220 questionnaires were administered to employees of 5 selected commercial banks out of which 212 were fully retrieved. Data obtained via the questionnaire was analyzed using descriptive and parametric tests (regression). Based on the analysis, we found a significant relationship between CRM and profitability. Also, a significant relationship was found between CRM, asset base and turnover of the selected commercial banks. Based on the results, it was recommended that efforts should be made by commercial banks towards enhancing their CRM practices so as to heighten their profitability, asset base and turnover. This can be achieved by ensuring sustainability of CRM initiatives by commercial banks. Additionally, commercial banks should redesign their CRM frameworks for effective and efficient implementation of customer relationships in order to further curtail any current and future challenges they may face due to poor CRM implementation. This study contributes to knowledge by filling the lacuna in management literature on what is known about CRM and organizational performance in the Nigerian context.