Impact Of Customer Relationship Management Research Articles

Evaluating the Role of Customer Relationship Management in Enhancing Customer Satisfaction: A Study of Arusha Urban Water Supply and Sanitation

This study explores the impact of Customer Relationship Management (CRM) on customer satisfaction at the Arusha Urban Water Supply and Sanitation Authority (AUWSA). Employing a case study research design, the research targeted AUWSA customers and staff, using convenience and purposive sampling techniques to select a sample size of 100 individuals. Both primary and secondary data were utilized, with primary data gathered through questionnaires and interviews, and secondary data obtained from various documentary sources. Data analysis involved both quantitative and qualitative methods, with descriptive and inferential statistics applied to the quantitative data using SPSS. Qualitative data was analyzed through content analysis. The findings reveal that Information Technology (IT) significantly enhances timely information processing, facilitates effective customer communication, and promotes efficient service delivery, thereby reducing customer complaints and administrative errors. The study concludes that IT is crucial for improving customer satisfaction and recommends further research to explore CRM's impact on customer satisfaction in other service industries in Tanzania.

The Impact of Customer Relationship Management on Sustainable Competitive Advantage Mediator Brand Citizenship Behavior: An Analytical Study in a Sample of Iraqi Banks

The research aims to study the impact of customer relationship management on sustainable competitive advantage through brand Citizenship Behavior in a sample of Iraqi banks. The main problem of the research is summarized in the following questions: "have bank leaderships been able to employ customer relationship management in achieving sustainable competitive advantage? And have they been able to maximize this impact through the mediating role of brand Citizenship Behavior?" The comprehensive survey method was used to collect data, given the importance of the banking sector, both government and private banks in Baghdad were chosen as the focus of this study. Commercial and Islamic banks were considered for examination, and the researcher conducted field visits to six banks, including Rafidain Bank, Trade Bank of Iraq, Alnahrain Islamic Bank, Al Taif Islamic Bank, Iraqi Middle East Investment Bank, National Bank of Iraq. The research sample comprised 212 employees from these banks. Data analysis and hypothesis testing were conducted using appropriate statistical tools with the help of (SPSS and AMOS) software. The results revealed a significant impact of customer relationship management on sustainable competitive advantage through the mediating role of brand Citizenship Behavior.

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.

The Impact of Customer Relationship Management on Customer Loyalty

The Impact of Customer Relationship Management on Customer Loyalty

THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON THE FINANCIAL PERFORMANCE OF BANKS IN DEVELOPING COUNTRIES

<p>This research aims to examine the impact of customer relationship management on the financial performance of banks in Sierra Leone. The research objectives inquire into the relationship between customer relationship management constructs such as customer knowledge, customer interaction, customer value, and customer satisfaction. The empirical literature reviews these very CRM constructs highlighted herein. Applying the mixed method of quantitative technique and qualitative, the population of this research was staff and customers within the banking sector. The sample size was 100 respondents (50 customers and 50 staff). The primary data was acquired from questionnaires and secondary data was acquired from published resources. The findings disclose that all four customer relationship variables (customer knowledge, customer interaction, customer value, and customer satisfaction) have positive and strong relationships with the financial performance of the banks.</p><p><strong> </strong></p><p><strong>JEL:</strong> E61, E62, P35</p><p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/soc/0788/a.php" alt="Hit counter" /></p>

Pengaruh Customer Relationship Management dan Kualitas Pelayanan terhadap Loyalitas Konsumen

This research focuses on the impact of Customer Relationship Management and Service Quality on Consumer Loyalty at Rena Fashion & Beauty, Tuban. This research identifies the following problems: 1) The influence of Customer Relationship Management on consumer loyalty at Rena Fashion & Beauty, Tuban; 2) The impact of service quality on consumer loyalty at Rena Fashion & Beauty, Tuban; 3) The joint influence of Customer Relationship Management and Service Quality on consumer loyalty at Rena Fashion & Beauty, Tuban. The aim of this research is to assess: 1) The influence of customer relationship management on consumer loyalty at Rena Fashion & Beauty, Tuban; 2) The impact of service quality on consumer loyalty at Rena Fashion & Beauty, Tuban; 3) The joint influence of Customer Relationship Management and Service Quality on consumer loyalty at Rena Fashion & Beauty, Tuban. This research used a survey method with a quantitative approach and involved 95 respondents. Quantitative data analysis was obtained through questionnaires. The research results show that Customer Relationship Management and Service Quality have a positive and significant influence of 49% on consumer loyalty at Rena Fashion & Beauty, Tuban, while the remaining 51% is influenced by other factors. Therefore, it is important for Rena Fashion & Beauty to continue to pay attention to Customer Relationship Management and Service Quality in order to increase their customer loyalty.

The Customer Loyalty vs. Customer Retention: The Impact of Customer Relationship Management on Customer Satisfaction

In this competitive world, companies should sustain good relationships with their consumers. CRM (customer relationship management) program can improve the company’s customer satisfaction; to satisfy customer need different processes and technique are established to make the CRM more effective. This research is proposed to determine the relationship between customer loyalty and retention. Also, this research examines the impact of Customer Relationship Management (CRM) on Customer Satisfaction. The target population of this study is customers of the tourism industry in India ( n = 300). Then, regression analysis is carried out in order to discover the link between the variables. This study result shows that service quality and employee behavior of customer need and satisfaction with the effect of different significant of positive relation of both the variables. To make the customer satisfied and to retain their company the CRM should be strong and reliable with the consumers. CRM plays a vital role in increasing market share, high productivity, improving in-depth customer knowledge, and customer satisfaction to increase consumer loyalty to the company to have a clear view of who is their customer, what are the need of their customer and how can satisfy their needs and wants their customers.

How customer relationship management and social media business profiles drive customer retention of MSMEs

This study examines the impact of customer relationship management (CRM) practices and social media marketing (SMM) activities on customer retention among MSMEs in Aceh. It considers the dual role of social media in relationship management (CRM) and business engagement (SMM). Recognizing the widespread use of social media, the study explores different stages of its adoption and utilization in business. A formalized social media business profile is used as the moderating variable, defined by a firm's formal allocation of responsibility, outsourcing, funding, governance of social media, and broader changes to structure, processes, leadership, training, and culture. Data was collected from 565 MSMEs using questionnaires and analyzed with partial least squares structural equation modeling (PLS-SEM) and multi-group analysis. The results demonstrated a high predictive power of the model on customer retention. Within CRM, the findings indicated a significant difference in the effect of key customer focus on customer retention, with higher effects observed in MSMEs that do not formalize their social media business profiles. Additionally, technology-based CRM showed significantly higher effects on customer retention for those who formalize their social media profiles. Within SMM, the study revealed significant differences in the effects of customization and trendiness on customer retention, both of which were more pronounced in MSMEs without formalized social media profiles. Furthermore, word-of-mouth had a significantly higher impact on customer retention for MSMEs with formalized social media profiles. This research contributes theoretically by developing an integrated framework that identifies how key customer focus, CRM organization, knowledge management, technology-based CRM, customization, entertainment, interaction, trendiness, and word-of-mouth influence customer retention. It also explores the moderating effects of formalized social media business profiles on CRM practices and SMM activities within MSMEs.

Social ripple: Unraveling the impact of customer relationship management via social media on consumer emotions and behavior

Traditional customer relationship management models are ineffective for creating long-term relationships, but social media offers a more interactive approach. Despite the growing use of social media for corporate social responsibility (CSR), understanding of its link with the advocacy behavior of customers in banking contexts is limited. Our study bridges this gap, examining this relationship with the customer emotions of gratitude and warm glow considered as mediators. Data from bank customers revealed there was a significant correlation between CSR-related information and the advocacy behavior of customers, with gratitude and warm glow mediating this relationship. From a social behavior and personality perspective, our research illuminates the significant role of human emotions in the interaction between banking organizations and customers. Our findings will help banks seeking to foster a competitive advantage by improving the advocacy behavior of customers in the context of CSR.

Impact of Customer Relationship Management on the Performance of Hotels of Quetta

The paper examines the impact of Customer Relationship Management (CRM) on the performance of hotels of Quetta City. It is critical for businesses to understand the importance of CRM for sustainability and acquiring a competitive advantage in the industry. The hospitality industry is constantly focusing on CRM to properly understand the needs of their customers so that they can enhance their services. The paper uses a quantitative research approach by collecting information from customers of hotels of Quetta about their performance. A sample of 100 customers was used for the study with the help of a questionnaire. The data was collected and analyzed be done to assess the impact of CRM on Firm Performance of the hotels. It was determined that technology-based CRM is the most critical factor for improving performance, secondly customer orientation and finally knowledge management should be focused if hotels want to improve their financial performance in Quetta. The study helps the hotels of Quetta to assess their current firm’s performance and understand the important strategic changes they will need to further improve their performance to satisfy their customers.

The Impact of Customer Relationship Management on Customer Retention at Sentral Mobil Medan

The role of customers is so vital for organizations and that is why customerrelationship management (CRM) is born based on the recognition of the valuecustomers have. CRM is then known as a managerial approach which is customer customer-oriente d in which information is provided by information systems in order to sustaincollaborative, operational, analytical, and CRM processes leading to customersatisfaction and retention. Sentral Mobil Medan is having problem with the retentionwhich is gettin g low. The objectives of the research are to analyze whther CRM hasimpact on customer retention and determine how strong the impact of CRM oncustomer customer retention in the company. The writer uses Slovin Formula to get thesample size. The sample size is 144 customers. The writer uses the simple randomsampling which each member of the population has an equal and known chance ofbeing selected. The correlation test shows Variable X ( Customer RelationshipManagement) has a significantly strong and positive impact on variable Y (customerretention) at Sentral Mobil Medan. zcount > ztable (9.88 > 1.96), CustomerRelationship Management has impact on customer retention at Sental Mobil Med an.Several recommendations after analysis and results are the staff of Sentral MobilMedan may serve the customers with good manner, give personal attention and how tointeract close what the customers really needs and identify problems and solve theprob lems fast.

Impact of Customer Relationship Management

Abstract: Customer relationship management becomes the important part to run the organization effectively for every sector. The CRM strategy is extremely important in the financial service sector, given the number of customers and their changing and evolving needs. In this study, author is analyzing how customer relationship management affects/ impacts the competition among the banking sector.

Impact of Customer Relationship Management on the Business

Impact of Customer Relationship Management on the Business

The nexus between CRM and competitive advantage: the mediating role of customer loyalty

PurposeThe purpose of this study is to examine the impact of customer relationship management (CRM) components on competitive advantage through customer loyalty in the banking sector of Bangladesh.Design/methodology/approachA structured questionnaire was used for the data collection process. In all, 326 respondents were participated in the survey and selected conveniently from the commercial banks of Bangladesh. Data were analyzed by using Smart-PLS software.FindingsThe outcomes of this study indicate that customer orientation and technology capability have a positive impact on competitive advantage, while customer knowledge does not. Besides, customer loyalty significantly mediates the relationship between customer orientation and technology capability with competitive advantage, while this mediation effect appears insignificant between customer knowledge and competitive advantage.Practical implicationsThis study's findings can help Bangladeshi bank managers communicate with new customers about their promotional activities while keeping old customers informed about new CRM initiatives.Originality/valueThis study adds to the existing pool of knowledge on CRM components, customer loyalty and competitive advantage literature. Particularly, the mediating role of customer loyalty between the CRM components (customer orientation and technology capability) and competitive advantage is the unique contribution of this research.

Customer Relationship Management and Customers Repeat Purchase Behavior in Nigeria

This paper examined the impact of customer relationship management on repeat purchase behavior of customers in Nigeria. The paper reveals that effective Customer Relationship Management (CRM) organisations would help to build, maintain and retain their customer and that would invariably result in their having increased market share and competitive advantage over others in the business. It will also increase the profitability of the company through increased productivity and patronage. This is so because when CRM is effectively implemented, customers have sense of belonging and become committed to the growth and development of the organization. In a bid to meet customers’ expectation or satisfaction through CRM, the company and their employees would become more effective and efficient. It also leads to creation of loyal and committed customers thereby reducing expenses on advertizing or other activities geared towards getting new ones. It recommended that: the management various organisations should establish a healthy communication relationship that would give customers sense of belonging and care for continuous patronage; the management of the organization should adopt programmes that would build customers’ trust for their companies and convince customers of their reliability and dependability in service delivery; the management of should invest more activities that would enhance partnership or collaboration with the customers in order to increase patronage.

RETRACTED ARTICLE: Customer relationship management impact on customers' trust in the Palestinian telecommunications company Paltel during the Covid-19 era

RETRACTED ARTICLE: Customer relationship management impact on customers' trust in the Palestinian telecommunications company Paltel during the Covid-19 era

The impact of Customer Relationship Management (CRM) on a beer

The shift away from an economy focused on transactions and towards one based on relationships has taken place worldwide, and this movement can be observed quite plainly in South Africa's business environment. Individualized customer care is becoming an increasingly important factor for customers who now have higher expectations than before. Therefore, this study analysed the impact of customer relationship management (CRM) on a beer manufacturing company’s sales performance. A quantitative, cross-sectional descriptive research design was adopted to collect data from a stratified random sample of 172 liquor outlet owners within the Durban region. The respondents can be categorised as retailers, distributors, On-Con and Off-Con. The findings show that customers were generally satisfied with the trading environment, order placing, delivery and information sharing. The use of data analytics and technology in general should be put at the forefront of any effective customer relationship management (CRM) solution for the firm. This might be a very helpful tool for organization in its attempts to mould its business environment to better suit the expectations of its customers and clients. This study has contributed to the literature on customer relationship management in the manufacturing sector, with specific reference to South Africa.   JEL Classification: M31, M11, L66.

Determinants of impulsive buying among Hindu women: The impact of CRM in the retail industry

Bali's culture is synonymous with its inhabitants' practice of celebrating religious holidays. Hindu women in Bali often purchase ritual equipment. This research aims to identify the determinants of impulsive buying among Hindu women in the retail industry, as well as the impact of Customer Relationship Management (CRM) on managing this behavior. The research method used is quantitative, with a sample size of 250 respondents analyzed using Smart PLS. The results show that the hedonic shopping value has a favorable and substantial influence on impulsive purchasing, as does the desire to buy impulsively. Self-control has the potential to adversely moderate the effect of the desire to acquire on impulsive purchasing. Hedonic shopping value is important to consider, thus marketing programs should accommodate the hedonic shopping value that Hindu women in Bali seek when shopping for Galungan (yadnya) preparations.

The impact of Customer Relationship Management on Customer Satisfaction in Telecommunication Industry in Zimbabwe

The impact of Customer Relationship Management on Customer Satisfaction in Telecommunication Industry in Zimbabwe

Does CRM Technology Help in Achieving Sustainable Competitive Advantage?

Purpose: To validate the impact of Customer Relationship Management (CRM) technologies on stable competitive advantage of companies. Confronting the existing ambiguous research. Design/methodology/approach: In step one, 757 publications were verified in a systematic literature review to establish precise CRM technology implementation success indicators. In step two, phone surveys were conducted with 608 corporate respondents to link CRM technology implementation success indicators with stable competitive advantage. Step three involved statistical inference applying machine-learning powered association rules/basket analysis. Findings: The best and the worst-performing companies simultaneously reported only low to moderate levels of CRM technology implementation success indicators. Both groups of companies do not differ significantly as far as CRM technology applications are concerned. Hence, direct impact of CRM technology on achieving stable competitive advantage was negatively validated. Research limitations/implications: Spatial positioning of this research in the Polish market demands studies in other markets to ensure the generality of findings. Research on CRM technology does not embrace other industry 4.0 technologies. Studies dealing with other technologies would shed more light on the overall role of the industry 4.0 revolution and the constraints in implementing new technologies. Originality/value: The research supposed that the ambiguity in existing research is caused by the methodical mistake: mixing the best and the worst-performing companies in one research survey. A hypothesis was established stating that the CRM technologies will only significantly impact stable competitive advantage of the best performing firms that have the competence to exploit their potential. This hypothesis was negatively verified.