Development Of Customer Relationship Management Research Articles

Explore the Relationship Between Consumer Satisfaction and Consumer Loyalty Based on Four Industries

In recent years, with the continuous development of customer relationship management, the two indicators of consumer satisfaction and consumer loyalty are often regarded as the criteria for measuring the success of customer relationship management, but at the same time whether these two indicators are applicable to the market competition environment is often controversial, this article will use the questionnaire survey method to explore the relationship between consumer satisfaction and consumer loyalty in the catering industry in the Macao Special Administrative Region, and use the case summary method to explore the other three industries in different market environments. It also summarizes the factors that contribute to this situation and also tries to provide more suggestions for improvement for practitioners.

Cross-Functional Problems in the Customer Relationship Management Implementation of Relationship Marketing

The way businesses are structured has significantly changed as they transition from customer-based to product-based structures. The development of Customer Relationship Management, which is supported by the convergence of information systems and the creation of auxiliary software, is a major force behind this transition. It promises to dramatically enhance the application of relationship marketing principles. The three key issues that can help (or hurt) the growth of customer relationship management in the service industry are examined in this paper. These issues are organisational culture and communication, management metrics, and cross-functional integration, particularly between marketing and information technology.

Cross-Functional Problems in the Customer Relationship Management Implementation of Relationship Marketing

The way businesses are structured has significantly changed as they transition from customer-based to product-based structures. The development of Customer Relationship Management, which is supported by the convergence of information systems and the creation of auxiliary software, is a major force behind this transition. It promises to dramatically enhance the application of relationship marketing principles. The three key issues that can help (or hurt) the growth of customer relationship management in the service industry are examined in this paper. These issues are organisational culture and communication, management metrics, and cross-functional integration, particularly between marketing and information technology.

ANALYSING THE MAJOR DETERMINANTS OF IMPLEMENTING ARTIFICIAL INTELLIGENCE IN ENHANCING CUSTOMER RELATIONSHIP MANAGEMENT IN PRIVATE BANKING COMPANIES

Technology advancements and the broad incorporation of digital practises into corporate operations have contributed significantly to the rapid development of customer relationship management during the last ten years. Because the firm's marketing activities have been using artificial intelligence (AI) to better understand its customers' shifting desires and requirements react more effectively to consumer enquiries, and deepen its connections with its clients, the company has been successful in reaching its goals. Automated responses to customer inquiries used to be monotonous and non-interactive; but, now that AI and other technologies are available, businesses are able to develop customised automation processes to enhance customer interactions and experiences. The abbreviation "Customer Relationship Management" (CRM) refers to a collection of computer software that is used to improve efficiency in dealing with customers and to boost sales.
 Artificial Intelligence (AI) is fast revolutionising how consumer enquiries are answered to within customer relationship management by examining wants and requirements, concentrating on developing unique customer interaction, and enhancing customer loyalty. This is being done within the context of Customer Relationship Management (CRM). The use of Artificial Intelligence (AI) in the workplace is fast becoming ubiquitous in the 21st century as an increasing number of businesses see its usefulness. The purpose of this empirical study is to investigate the key facets of AI that have an influence on Customer Relationship Management (CRM). The researchers intend to conduct their quantitative analysis using IBM SPSS, and a comprehensive report of their findings will be produced.

Mobile CRM development for real estate agents

PurposeReal estate agents are professionals who need up-to-date and accurate information about their clients in order to maintain profitable and long-lasting relationships with each of them. A satisfied customer can be very valuable and profitable in the long term. This research focuses on solving the problem of the lack of a mobile Customer Relationship Management (CRM) adapted to the needs of professionals. The importance of solving this problem is related to the importance of optimizing work and resources in a highly abundant information industry.Design/methodology/approachIt was developed of a CRM for mobile devices capable of managing information about the customers and business partners of each user, which provides a set of features well defined by the professionals. These features were collected through 15 face-to-face interviews and validated with six video conference interviews with industry specialists. For the development and evaluation of this artefact was followed the DSR methodology, corresponding each interview to an iteration of this model.FindingsFrom this research resulted a selection of functionalities considered essential to the real estate agent's work. These features were successfully implemented in a mobile application that real estate agents appreciate for its simplicity and that they feel adds real value to their daily lives. Using this service, the productivity and performance of real estate agents might be improved.Originality/valueIt was verified that the mobile CRM solution developed is a desired solution by real estate agents in terms of customer portfolio management, enhancing the evolution of their relationships and monitoring professional's performance.

Müşteri İlişkileri Yönetiminin Müşteri Sadakatine Etkisi: Bankacılık Sektöründe Bir Uygulama

In this study, the effect of Customer Relationship Management of Banks providing retail banking services on customer loyalty has been investigated in Turkey. First part, the Concept of Customer, Customer Relationship Management, Customer Relationship Management and Technology, the fonctions and development of Customer Relationship Management in the Banking Sector are discussed. Second Part, the Questionnaire was delivered to 441 participants residing in Istanbul via online channels. 8 questions on demographic characteristics, 14 questions on Customer Relations, and 11 questions on Loyalty were asked. 399 Valid questionnaires were obtained. As a result of the analysis of the information obtained, it has been observed that the most important issues that provide customer satisfaction are making transactions through Interactive and mobile channels offered by the banks and providing fast and easy access to branches and ATMs. Consequently, it has been observed that matters that create satisfaction have a positive effect on Customer Loyalty.

Grup BTS Menembus Pasar Musik Amerika Serikat : Pendekatan Customer Relationship Management (CRM) Big Hit Entertainment pada Global Fandom

Market research is important in business, furthermore, market research is considered a way of creating effective strategies and as a basis for consideration in marketing decision making. One of the goals in market research is always oriented towards creating relationships between corporate with customers or known as Customer Relationship Management (CRM). The CRM approach combines the policies, processes, and strategies that the company uses to interact with customers and also to track customer information. Related business, South Korea has become an influential country in the world because of the K-pop music business. Big Hit Entertainment which is the smallest agency in Korea has spawned the most phenomenal idol group idols are BTS to penetrate the international market especially the United States. Big Hit Entertainment is always consistent with various market research approaches CRM in particular. This paper will discuss how Big Hit Entertainment performs various Customer Relationship Management (CRM) strategies in increasing ARMY loyalty as a BTS fan and elaborating communication global marketing. The author will explain the conceptual approach related to CRM and its relationship to market research. Furthermore, the discussion will be classified in several sub-discussion. First, it will describe BTS as a product of Big Hit Entertainment's business. Second, discuss the market research approach of Big Hit Entertainment. Third, customer research through Membership Survey of BTS. Fourth, form of Big Hit Entertainment CRM approach. Fifth offers CRM development in Big Hit market review in the future.

An Integrative Model of Market Orientation on Innovation Performance

Objective –This paper seeks to provide new insights into the relationship between market orientation and innovation performance by empirically testing the direct effect of market orientation (MO) on innovation performance and exploring the effects of moderation in marketing constructs, namely customer relationship management (CRM) and knowledge management, in these relationships. Methodology/Technique – This study adopts a cross-sectional research design. Data is collected from export-oriented manufacturing small and medium enterprises (SMEs) in Indonesia. The data is analysed using PLS structural equation modeling. Findings – Our findings reveal that MO is a significant driver of innovation performance. The results further confirm that CRM plays a moderating role in the interrelation between market orientation and innovation performance. In addition, market orientation and knowledge management have a positive effect on innovation performance. Novelty – These results prove that the interaction of CRM and knowledge management with market orientation, each have a significant impact on innovation performance. Market orientation behavior more effectively achieves innovation performance in manufacturing SMEs if the MO is interactive with CRM and knowledge management. This research adds new insights to the existing literature and has implications for future research and marketing practices in Indonesia, giving implications for marketing managers and export researchers about managing market orientation, CRM development, and knowledge management. Type of Paper: Empirical Keywords: Market Orientation; Customer Relationship Management; Knowledge Management, Innovation Performance. Reference to this paper should be made as follows: Wahyuni, N. M; Astawa; I.P. 2020. An Integrative Model of Market Orientation on Innovation Performance. J. Mgt. Mkt. Review, 5(1) 51 – 63 https://doi.org/10.35609/jmmr.2020.5.1(5) JEL Classification: M30, M31, M39.

Customer Relationships Management for Improved Productivity

Customer relationship management (CRM) is a core business strategy for most organizations. In today's global economy, it is essential for organizations to find ways of increasing their productivity. This article discusses the operations management's decision of customer relationships management. It is vital for a business to motivate its employees and use the best strategies to facilitate customer relations. The CRM-enabled strategy focuses on two organizations in the NE Ohio area: Progressive Corporation and KeyCorp Bank. The structure of this chapter is reflective of the qualitative business case study using best practices. Initially, a description of the companies' current strategies and software that promotes CRM is followed by some of its major strategic initiatives to foster the development of CRM. This basic case study approach aims to provide an understanding of the transitions, challenges, and the implementation of CRM in these organizations.

The Implementation of Customer Relationship Management (CRM) Supported by SMS Gateway Technology

Responding to the higher restaurant industry competition, the Mailaku Roemah Nongkrong restaurant was not too flexible in facing an environmental changes. It was still using manual technology while there was an advancing technological developments. It was still applying the internal resources for business development. One way to overcome this problem is by utilizing technology and the concept of customer relationship management (CRM). CRM is a marketing strategy to create and maintain customer relationships and reduce the possibility of customers moving to other competitors. This study presented the development and implementation of CRM in a web-based system that was supported by sms gateway technology. The research methodology that will be used in this study consists of some steps, such as library study, observation, interviews, and system development which was divided into analysis, design, coding, and testing. The result was a web-based system was able to manage customer data, product promotion, and customer service management to create good relationships with customers. This system can be as an alternative for restaurants and customers in establishing practical business communication.

Development of Loyalty Programs through the Retail Industry in Albania

Abstract This article aims to study development of Customer Relationship Management as a new way of applying marketing concepts in the Albanian retail industry. Research in other industries has shown that the planning and execution of CRM strategies can bring higher profitability. In the case of Albania, businesses still neglect the benefits that they can receive using different CRM strategies. Currently the two main barriers regarding the implementation of CRM includes financial and technological challenges. In reality, financial and technological issues appear to be less problematic in comparison with organizational changes, cultural changes and human barriers. The results of the survey showed that CRM is still in the initial stages of application in the retail sector in Albania.

Understanding customer relationship management (CRM) adoption in an Arab Middle Eastern context

ABSTRACTWhile the development of customer relationship management (CRM) started in the developed west, it has rapidly spread to developing countries. However, the way organisations adopt CRM in developing countries, and more specifically in the Arab world, might be different and the context certainly differs. There is a shortage of rigorous studies that examine the drivers of CRM adoption in this context. In this study, we examine the antecedents of CRM adoption in the Jordanian service sector. The conceptual framework of this research is tested using a cross-sectional survey of more than 322 practitioners. Using structural equation modelling analysis, results specify six underlying factors that explain CRM adoption: segmentation analysis, clear direction and objectives, performance measurement, rewarding usage, managing project changes, and knowledge management. Each area has implications for improving practices and maximising the benefits of adopting the process or management practice of CRM. This paper identifies key practices to provide useful guidelines for organisations in the Arab world making plans to adopt CRM, with broader implications for the adoption of many systems and projects there and for CRM deployment in developed regions.

Practicies of CRM Strategies Development in the Russian Companies

Projects on the introduction and development of customer relationship management (CRM) remain one of the most demanded in the practice of modern enterprises. In case of their successful implementation, companies manage to significantly increase the level of loyalty of their most valuable customers, as well as improve their market position and financial performance. At the same time, a well-known fact is a high share of unsuccessful implementations of this kind of projects in various industries, which is largely due to the inadequate elaboration of strategic aspects of CRM implementation. The article presents analysis of data obtained during the realization of dozens of consulting projects on the development of CRM strategies for Russian companies. In each project the study (in the form of interviews) was conducted among the decision makers on the issues of CRM. The obtained results allow assessing the general level of interest of Russian companies in the development of strategic aspects of CRM, as well as identifying existing problems in this area. In addition, they should draw the attention of Russian company executives to the need for detailed study of the strategic component of CRM and to increase the expert level of the staff responsible for its implementation.

Customers' Perspective towards Customer Relationship Management with reference to Service Quality: A Study of Indian Public and Private Sector Banks

The paper studies the bank customers' perspective regarding customer relationship management (CRM) practices with refence to service quality of the Public and Private sectors banks in India. In todays scenario, when markets have become highly competitive due to globalization and privatization, customer relationship management (CRM) is gaining importance for successful growth of the banking industry. The study holds importance as marketeers have to find ways to increase the number of new customers alongside the rention of old ones. In order to conduct the study stratified random sampling was adopted and a sample of 240 bank customers was interviewed. It was indicated in the study that the perspective of customers regarding CRM and service quality has significant difference in terms of the bank category, i.e. public and private Indian banks.Further, when results were compared on the basis of gender, the results reflected a difference in perspective of Customer Relationship Management (CRM) and service quality among customers of private sector banks but this was not so in case of public sector banks. The research gave insights not only for the benefits of Indian banks, but also paved a way for further research in the area of academics. It clearly indicate the importance of development of strong CRM and service quality measures so as to fulfill the requirement of both male and female customers. The study also aid banks in deciding the customer oriented strategies in order to create differentiation for the banks. Keywordsbank customers, customer relationship management, private banking, public sector banks,.

Social Media – A Strategy in Developing Customer Relationship Management

Abstract In this era of new technologies, social media is a must for an organization to remain competitive on the market. Social Media is a tool to manage relationships with customers and keep them closer. This paper aims to analyze how social media supports the development of customer relationship management. It is examined the significant role of social media, the use and the rise of social networks. The use of social media marketing represents a strong factor in developing a CRM strategy. CRM considers the client the center of a business and orientates the marketing policy in this direction. Based on case studies and questionnaires, this article analyzes the necessity of transition from traditional CRM to social CRM. Although social CRM is a relatively new domain, the researchers are very interested in how CRM can emerge with social media. The study emphasizes examples of how companies can benefit from the use of social media, growing sales and profitability, creating advertisements, acquiring new customers, retaining them and make them loyal. Organizations should adapt to the rise of this new trend – social media.

The Impact and Interaction Effect of HR and IT Applications on the Performance of Customer Relationship Management in the Banking Industry

This study investigates the impact of human resource (HR) capability and information technology (IT) application, and their potential interaction effect on the development of customer relationship management (CRM) performance in the banking industry. A total of 800 questionnaires were distributed in the summer of 2012 to five Taiwanese banks which have applied the e-CRM system to their customer service operations. The empirical analysis was carried out with two samples, the sales personnel and the customers, and the multiple hierarchical regression were performed to test for main effects and interaction effects on CRM performance. The findings showed that the positive performance of HR and IT capabilities. In addition to the direct influences of the resources, the main result is towards the interaction of these capabilities, which leads to the predictions of its CRM advantage.

Investigating the Impact of CRM Resources on CRM Processes: A Customer Life-cycle Based Approach in the Case of a Greek Bank

Contemporary economy, which is characterized by globalization, increasing competition and advances in communication and information technology, force companies to depart from traditional marketing doctrines and adopt a customer-centric approach by focusing on managing customer relationships. Relationship marketing is a marketing strategy enforcing companies to deal with enormous customer data management challenges, thus necessitating the deployment of supporting IT systems. This need has been covered to a great extent by the development of Customer Relationship Management (CRM) systems.The aim of the present study is to investigate the impact of a company's CRM related human, organizational and technological resources on its CRM processes. A customer life-cycle based approach has been chosen. As a result of this, CRM processes have been mapped on the initiation, acquisition, regain, maintenance, retention, expansion and exit customer life-cycle stages.Field research was conducted by utilizing an interviewer-administered questionnaire, which was developed by adopting relevant work reported in literature. The case industry chosen was the Greek banking sector. The survey was conducted among all the employees of a Greek leading bank's 10 branches located in the region of Thessaly, who were involved in CRM processes. The final sample comprised 102 correctly answered questionnaires. Inter-item analysis was used to verify the scale's factors for internal consistency or reliability. The Cronbach's alpha, which was calculated for each scale, ranged between 0.819 and 0.912. Regression analyses were then performed to examine the impact of CRM resources on customer life-cycle stages. The results highlighted that CRM organizational resources are the most vital, since they have a positive effect on the processes of all customer life-cycle stages. Moreover, human resources were proved to have a significant effect on the early (initiation, acquisition, regain) and middle (maintenance, retention) customer life-cycle stages, while their impact on the late stages (expansion, exit) is minimal. Finally, technological resources were shown to have a small influence on the middle customer life-cycle stages.

Building an Effective Customer Relationship System (CRM): Saudi Credit Bank Employees Perception of Service Quality

There is a major change in the way which companies organize themselves; switching from product-based to customer-based structures. A key driver of this change is the advent of Customer Relationship Management (CRM). Underpinned by information systems convergence and advanced supporting software, CRM significantly improves the implementation of Relationship Marketing principles. In this study, we explore the main issues enabling or hindering the development of Customer Relationship Management – factor of successful business and long-term profitability in the banking sector. We analyze the service quality offered to customers and its implications for the performance of a banking institution clarifying drawbacks, mainly, drawbacks concerning organization and resource use to support quality service, of the services provided by the Saudi Credit Bank.

CRM development in practice, customer relationship management innovation

This research shows a customer relationship model, which does not only implement innovative elements into a specific supplier’s customer relationship management (CRM), but also reorganizes the customer service’s procedure. The primary aim of the model is to increase customer satisfaction, and to decrease the number of leaving customers, and furthermore to win new customers. The most important results of the model is the customer loyalty measure, which directly determines the customer relationship. Furthermore the efficiency of the different promotions, CRM elements and CRM channels, is shown by the analysis of the estimated explanatory variable’s parameters.

Study of Role of Information Technology in Development of Customer Relationship Management in Selected Service Organizations in Ahmednagar City

Customer Relationship Management (CRM) is really an effective tool in the control of various organizations to develop and maintain relations with customers. It is very well said that it is twenty times costlier to attract a new customer than to retain the present one. So, here is a role of CRM to develop brand loyalty, to retain the customer for a very long duration and also which result in Profit. This paper will highlight four basic tasks of CRM, and then it will study different selected service organizations viz. banks, hotels, retailing, and newspaper to get insight into relationship of IT and CRM in these organizations. This study is being carried out in Ahmednagar city. This paper will also identify the areas where these organizations are lagging behind and what is the potential for development of use of IT in CRM.