Effective Customer Relationship Management Research Articles

미용실 고객관계관리(CRM)가 관계품질과 관계성과에 미치는 영향

In the modern times, beauty industry environments have rapidly changed. As customer needs and expectations become more diverse, beauty salons have also made a lot of efforts to provide upgraded customer relationship management (CRM) services and build a solid long-term relationship. Under these circumstances, this study attempted to investigate the influence of CRM on relationship quality and relationship performances in beauty salons and make a contribution to the growth of beauty industry with such diverse CRM services. For this, an offline self-administered questionnaire survey was performed against adult men and women in their 20s or older, who visited a beauty salon before from October 11 to 30, 2023 (20 days). A total of 330 copies were used for final analysis, and the collected data were analyzed, using SPSS 22.0. For analysis of general characteristics, frequency analysis was conducted. Concerning the validity and reliability of CRM, relationship quality and relationship performances, factor analysis and reliability analysis were carried out. To examine the effects of CRM on relationship quality and relationship performances, regression analysis was performed, and the results found the followings. In CRM factors, ‘introduction factor’ and ‘operating factor’ had a positive influence on relationship quality and relationship performances with statistical significance. It is anticipated that the above results would be available in searching new competitive beauty services or diverse customer management techniques and building an environment for high-quality customer relationship services, making a contribution to the growth and prosperity of beauty industry.

Impact of Customer Relationship Management Dimensions on Customer Retention through Customer Satisfaction: A Customer Perspective of Balkan Transition Economies

One of the main challenges of service providers is the retaining of the acquired customers. Customer Relationship Management (CRM) has proved to be an effective tool in reaching this objective. Many researchers tested the effect of CRM on customer retention (CR), but most of the studies were focused on developed economies and were analyzed from a business perspective. The literature review highlights the lack of studies that examine the impact of CRM on CR from a customer perspective and that are focused on transition economies, especially in Balkan developing countries. Considering this, our paper aims to develop a model that proves the impact of CRM on CR, focused on three Balkan countries (Kosovo, Albania, and North Macedonia). Data was collected using an electronic questionnaire from a sample that consists of 764 residents of the three above-mentioned Balkan countries, all customers of the services sector. The research model shows the impact of three CRM dimensions (key customer focus - KCF, technology-based CRM - TCRM, and CRM knowledge management – KM) on customer retention through customer satisfaction (CS). The model fit and research hypotheses were tested using Confirmatory Factor Analysis and Structural Equation Model. Findings show a positive impact of KCF, TCRM, and KM on CS, which as a result positively affects CR as well. Theoretical and practical implications are discussed.

Effect of Customer Relationship Management on Customer Behaviors with the Mediating Role of Customer Value Creation in the Insurance Industry: A Case Study of Karafarin Insurance

The service industry is highly competitive. In order to provide value-added services, many companies rely on customers as powerful tools for solidifying company performance through discourse, participation, and social presence. In this Research, the main purpose was to study the effect of Customer Relationship Management on customer behaviors with the mediating role of customer value creation in the insurance industry (Case Study: Karafarin Insurance). The research method employed in this study was a descriptive-survey, and the statistical population consisted of 800 employees from branches of Karafarin Insurance. A sample of 260 individuals was selected as the statistical sample using the simple random sampling method, with appropriate allocation determined by referring to the Morgan Table. For data collection, the Customer Relationship Management questionnaire by Sin et al. [1], the Customer Value Creation questionnaire by Kalra & Kalra (2010), and the Consumer Behavior questionnaire by Lerman (2006) were employed. Data was analyzed using descriptive and inferential statistics, and utilizing the SPSS and PLS softwires. The analysis showed that Customer Relationship Management and its components (focusing on key customers, organizational Customer Relationship Management, knowledge management, technology-based Customer Relationship Management) have an effect on customer behaviors and customer value creation. The Findings demonstrate that customer value creation have effect on customer behaviors. The Sobel test results also indicate that customer value creation plays a mediating role between Customer Relationship Management and customer behaviors.

Research on Non-Standard Business Optimization of Insurance Companies Under Computer Big Data

This article mainly describes a lightweight framework based on J2EE (Struts+ Spring+ Hibernate). Then the paper puts forward the design and implementation scheme of the electric power enterprise insurance system based on J2EE. The technical architecture, function model, data model, information security mechanism and test specification of the system are emphatically described. The goal is to use this architecture to increase program reusability and reduce engineering complexity. The NP method is used to screen the customers in the insurance system, so as to improve the effectiveness of customer relationship management. Finally, the feasibility of the proposed algorithm is verified by computer simulation. This method can not only ensure that probability 1 converges to the optimal solution, but also improve the efficiency of customer feature selection.

A Study on Effectiveness of Customer Relationship Management in State Bank of India a Public Sector Bank at Vikasnagar Dehradun Branch

A Study on Effectiveness of Customer Relationship Management in State Bank of India a Public Sector Bank at Vikasnagar Dehradun Branch

ASSESSMENT OF THE CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE MARKET BASED ON A FUNCTIONAL APPROACH

With the ever-increasing importance of effective customer relationship management for businesses, the problem of choosing the right software arises. With the variety of software solutions, it becomes difficult to determine the best option that would meet the specific needs of the enterprise. The rapid development of this sector, coupled with the variety of software products, makes it difficult to find the right solution that meets business needs and allows for effective customer relationship management. A lack of understanding of the customer relationship management software market has led to a failure to utilize its potential. Lack of consensus on the optimal strategies for using CRM systems and limited research in this area require an active search for solutions to optimize customer relationship management. The purpose of the article is to study and analyze the market for customer relationship management software based on a functional approach to identify a promising direction for the development of this sector. The article highlights the capabilities of CRM systems and the basic tasks they solve. An analysis of revenue dynamics in the global market for customer relationship management software is carried out. The forecasted values of revenue in the global customer relationship management software market for 2024-2026 are determined. The key players in the global customer relationship management software market are identified.

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.

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.

Analysis of The Effectiveness of Integrated Customer Relationship Management Strategy Implementation on Loyalty of National Logistics Company Customers

This research aims to determine how the IDIC model of customer relationship management strategy is implemented to create brand loyalty. This research uses post-positivism. This research uses a qualitative and descriptive approach. This research method uses the case-study method. The data collection technique in this research is interviewing. This research uses construct validity. The relevant technique for analyzing data in this research is pattern matching. From the results of the research conducted, it was found that the company had succeeded in implementing an effective customer relationship management (CRM) strategy to create brand loyalty. The company also successfully implemented the IDIC model concept in its CRM strategy, which includes identifying customers, differentiating services based on needs, interacting intensively, and adapting services to customer needs through technology. Apart from that, this company has also succeeded in measuring the effectiveness of its CRM strategy through the Net Promoter Score. Furthermore, this research shows that, in contrast to other sectors, B2B logistics companies emphasize service quality and company value more than providing discounts or promotions to increase customer loyalty. As a result, this company gained customer loyalty, which is reflected in its success in extending contracts with its customers.

Bank Credit and Loan Repayment Rates During Covid-19 In Kabale District: A Case of Lyamujungu Sacco

The objective of the study was to investigate the impact of bank credit on loan repayment rates in the Kabale region using Lyamujungu SACCO as the case study. Loan repayment performance at Lyamujungu SACCO has rapidly declined. The loan manager said the situation was getting worse and there was almost no ability to repay the loan. This has to do with the borrower's personality, solvency, and credit history. Members will flee from SACCO if the situation persists. The objectives of the study are:To establish the effect of borrower characteristics on loan repayment during COVID-19 in Lyamujungu SACCO, Examine the impact of borrower's loan solvency on repayment during the COVID-19 pandemic in Lyamujungu SACCO and Determining the effect of borrower's credit term on repayment during the COVID-19 pandemic at Lyamujungu SACCO. This study used a cross-sectional survey method to examine, characterize and compare bank credit and loan repayment in Kabale district, using Lyamujungu SACCO as the case study. The sample size for each subject type was determined using the table of Krejcie and Morgan (1970) cited in Amin (2005). Out of 150 samples, a sample of 108 people was selected for the study. The researcher used both purported sampling and simple random sampling to select members/clients of SACCO. The simple stochastic method is suitable for large numbers like SACCO customers. Based on the results in the table, the null hypothesis for all three variables is rejected, with a significance level of (p = <.000, p = <.040, and p = <.001) for " The average score of the borrower's character during the repayment period", "The average score of the borrower's capacity during the repayment period" and "The average score of the borrower's credit periods during the repayment period debt" respectively. This means that there is evidence that the distribution of mean scores for each of the three variables is not the same depending on the borrower's ability to repay. The study concluded that labor productivity growth decreased and therefore income decreased, investment decreased and affected the borrower's ability to repay loans during the covid-19 pandemic in lyamujungu SACCO. The study recommends that SACCOs conduct a pre-customer assessment before granting a loan and an ongoing review process before and during loan repayment. This way, the bank will be able to know the exact trajectory of the borrower's performance in terms of repayment. This should be reinforced by effective customer relationship management, where the bank acts as more than just a source of credit

Does Supply Chain Resilience Mediate the Relationship Between CRM Dimensions and Customer Satisfaction?

Supply chain (SC) disruptions are increasingly common in today’s dynamic business environment, and understanding the effectiveness of customer relationship management (CRM) practices in achieving customer satisfaction through supply chain resilience (SCR) can provide valuable insights for businesses. This study aims to empirically examine the impact of CRM dimensions and SCR on customer satisfaction. It also examined the mediation role of SCR between different dimensions of CRM and customer satisfaction. A total of 529 responses were collected from different customers of small and medium-sized enterprises (SMEs) in the Middle Eastern region. For empirical analysis, this study employed structural equation modelling through PLS software. The results clearly show a significant direct influence of SCR, customer orientation and knowledge management on customer satisfaction, while surprisingly technology-based CRM does not influence customer satisfaction. Further, the outcomes of this study indicate that there is a significant mediation role of SCR between CRM practices (knowledge management, technology-based CRM) and customer satisfaction. The findings of this study can have important ramifications for managers, stakeholders and policymakers regarding the significance of CRM dimensions and SCR as factors that increase customer satisfaction in Middle Eastern businesses in particular and in developing nations in general.

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.

The Intermediary Role of Corporate Communication in the Effect of Customer Relations Management on Brand Image

In this study, customer relationship management, brand image and corporate communication concepts were examined. Concepts were discussed and detailed information was obtained through a literature review. In the research part, the mediating role of corporate communication in the effect of customer relationship management on brand image was studied. The study sample consisted of 253 participants within the research population and was reached by convenience sampling. In the study, data was collected by survey method, and customer relationship management, brand image and corporate communication scales and sub-dimensions were analyzed. In the study, data analysis was done using the SPSS 22.0 program. According to the results of the analysis, corporate communication has a mediating role in the effect of customer relationship management on brand image.

The Influence of Customer Relationship Management and Satisfaction on Customer Loyalty of the Indonesian Home Education Parenting Program

Home Education is a bridge between teachers and parents to work together in stimulating growth and development by holding parenting in the city of Surabaya. The purpose of this study was to determine the effect of customer relationship management and satisfaction on customer loyalty in the Home Eduction parenting programme. Using a quantitative approach with a Likert scale using 100 population sampling of kindergarten students in Surabaya. This study uses validity test, reliability test, classical assumption test which includes normality test, multicolinerity test, heteroscedasticity test and linear regression analysis using SPSS software. After testing this research, it can be concluded that Customer Relationship Management and customer satisfaction have a significant positive effect on loyalty and simultaneously affect loyalty by 68%.

Assessing the Effect of Customer Relationship Management on Competitive Advantage in the Mobile Network Provider Industry

Assessing the Effect of Customer Relationship Management on Competitive Advantage in the Mobile Network Provider Industry

СОВЕРШЕНСТВОВАНИЕ МАРКЕТИНГОВЫХ ТЕХНОЛОГИЙ В УПРАВЛЕНИИ ОРГАНИЗАЦИЕЙ СФЕРЫ УСЛУГ

The article is devoted to the disclosure of theoretical and practical aspects of the application of marketing technologies in the management of a service sector organization. The issues of the specific nature of marketing technologies in the management of the company, the specifics of interaction with consumers of the organization are considered. A model of marketing tools for the implementation of a customer path map is presented, aimed at optimizing a customer-centered culture and increasing consumer loyalty. The experience of companies in effective customer relationship management is revealed.

Evaluating the performance of machine learning algorithms in predicting the best bank customers

The best customer refers to the potential interaction of customers with the company during certain time periods. When companies understand the best customer and realize that the best customer can provide customized services for different customers, then they will achieve effective customer relationship management. This research is focused on the banking industry and systematically integrates data mining techniques and management topics to analyze the best customers. This study first uses the fuzzy hierarchical analysis method to weight the existing variables and then examines the DFMT model as an input to the k-means technique for clustering customers based on the desired criteria in the DFMT model. By using the proposed scoring model, it starts forming a customer value pyramid and categorizes customers into 4 value spectrums. Finally, in order to analyze the classes obtained from the customer value pyramid and implement the learning process from the available data, it uses the tenor classification techniques of decision tree, support vector machines and random forest along with the six characteristics and among They introduce the most appropriate model-characteristic based on available criteria.

Implementing customer relationship management successfully: A configurational perspective

Although the management of customer relationships has become a key priority in firms in a broad range of industries, its effective implementation often creates major challenges. Couched in configuration theory and using a configurational approach, this article investigates how factors associated with firms' customer management, market approach, and business environment interact and fall into patterns to predict profitability. The results of a fuzzy-set qualitative comparative analysis reveal different configurations to a profitable implementation of customer relationship management. Insight into these configurations contributes to a deeper understanding of digital ecodynamics and advances the understanding of the interplay among important strategic, technological, and environmental factors. The findings of this inquiry can guide managers in designing effective customer relationship management approaches.

The Effect of Customer Relationship Management (CRM) on Organizational Performance: A Case Study of Sanmati Food Products

The Effect of Customer Relationship Management (CRM) on Organizational Performance: A Case Study of Sanmati Food Products

Boosting customer trust: Pricing, experience and value in enchanting West Java tourism

This study investigates the influence of experiential marketing and price on customer trust, with customer value as a moderating factor. Employing a sample of 200 respondents using proportionate stratified random sampling, data is collected through a survey with a structured questionnaire. Analysis via Structured Equation Modeling (SEM) using LISREL software highlights significant effects. Price exhibits a notable impact on customer trust, emphasizing its role in shaping perceptions. Furthermore, the joint influence of experiential marketing and price underscores a holistic approach. The study contributes to understanding the nuanced interplay among these variables, aiding businesses in refining trust-building strategies. By recognizing customer value's moderating role, this research provides valuable insights for effective customer relationship management.