Electronic Customer Relationship Management Research Articles

Boosting Global Customer Loyalty through E-CRM and Digital Marketing Strategies

This study delves into the impact of electronic customer relationship management (e-CRM) and digital marketing on customer e-loyalty, addressing a gap in previous research. Using qualitative research and literature review, it analyzes the relationship between these variables. Findings reveal a significant positive effect of e-CRM and digital marketing on e-loyalty, emphasizing the importance of e-satisfaction. Suggestions for future research include incorporating additional factors like customer satisfaction and employing quantitative methods to strengthen findings. Expanding the scope to different industries beyond the ones studied could enhance understanding. Highlight: In-depth Analysis: Qualitative research explores e-CRM and digital marketing impact. Key Findings: Positive correlation found with customer e-loyalty, emphasizing e-satisfaction. Future Research: Suggested inclusion of more factors and quantitative methodologies. Keywoard: E-CRM, Digital Marketing, Customer E-loyalty, Qualitative Research, Literature Review

E-satisfaction as a mediator between consumer loyalty and E-CRM: The context of Lebanese e-commerce

This article’s purpose is to assess the influence of E-CRM on consumer loyalty through satisfaction. Electronic customer relationship management E-CRM is a marketing tool used to manage consumer loyalty. However, the adoption of outdated E-CRM strategies increases dissatisfaction and attrition rates. That is, to assess the effect of perceived quality online, online customization, and customer trust on loyalty from online shoppers’ perspectives. This quantitative explanatory study begins with an exploratory factor analysis to simplify the concept’s dimensions. A questionnaire was distributed to a sample of Lebanese customers as a measurement instrument. Data analysis used factor analysis, followed by confirmatory factor analysis (CFA) using a structural model,and later regression. EFA is a fundamental prerequisite to CFA. Then, principal factor analysis (PCA) verified items for each construct dimension. The removal of items with low contributions improved the value of the KMO test, variance explained, and internal reliability measured with Cronbach’s alpha, which  increased to 0.865. PCA extracted factors by restoring a minimum of 50% of the variance. The CFA relies on normed indices, sustaining the adjustment of the theoretical structure. Absolute fit criteria are highlighted: the RMSEA, GFI, and AGFI. Findings supported the idea that E-CRM strategies concentrating on online service quality, online presence, customization, and customer trust develop e-satisfaction and loyalty. Effective E-CRM satisfies customers and increases their e-satisfaction, leading to higher levels of loyalty. These outcomes increase awareness about the strategic value of E-CRM to businesses, and the paper serves as an eye-opener for future researchers and marketing experts.

Effects of e-CRM: Experience-Based Marketing, Digital Communications on Garuda Indonesia Airlines, Brand Trust, and Repurchase Intention

The research studied the effects of electronic customer relationship management (e-CRM), digital communications, and experience-based marketing on brand trust and repurchase intention in Garuda Indonesia Airlines, the National Flag Carrier of Indonesia. The primary data was collected through an online questionnaire distributed from March 2022 to July 2022. Purposive sampling was used to select passengers who had previously used the services of Garuda Indonesia Airlines. Out of the distributed online questionnaires, 270 respondents met the sampling criteria and responded to the questionnaire. Structural Equation Model (SEM), supported by LISREL software, was employed as the data analysis technique. The results show empirical findings on the significant effects of e-CRM, digital communications, and experience-based marketing on brand trust. The research also reveals that e-CRM and the airline's brand trust have positive and significant effects on repurchase intention. Based on the obtained data, this research provides several valuable managerial implications for Garuda Indonesia, one of the largest airline companies in Indonesia. In general, the research yields four significant implications, including the optimization of Instagram usage, the utilization of social media as an e-CRM tool, experience-based marketing through brand collaboration, and the implementation of thematic campaigns. The other findings indicate that brand trust plays a crucial role in reducing risk and uncertainty. The majority of passengers surveyed in this study expressed that Garuda Indonesia Airlines demonstrates a strong commitment to fulfilling passengers' needs during flights, reflecting a high level of trust in the brand. This positive perception carries significant implications, as it encourages passengers to choose Garuda Indonesia Airlines for future travel. Moreover, it motivates passengers to willingly recommend the airline to their friends and family. Additionally, the research findings reveal that passengers actively seek up-to-date information on flight tickets, programs, events, and schedules. Future research should consider studying low-cost carrier airlines (LCC) using a similar framework, focusing on respondents from Generation Z, to obtain diverse research results and contribute to the scientific research and literature on marketing and communication. Keywords: Airline’s brand trust, digital communications, e-CRM, experience-based marketing, repurchase intention.

CHALLENGES FACED BY THE PERSONNEL IN IMPLEMENTING THE E-CRM IN BANKS

The advancement in technology, information and communication has forced banks and financial institutions into hard competition. In this new era technology, people and customer are the elements which the banks are concentrating on them to manage customer relationship and success of banking in customer satisfaction. Electronic customer relationship management (e-CRM) is seen to arise from the consolidation of traditional CRM with the e-business applications marketplace and has created a flurry of activity among companies. The purpose of this study is to examine the competitive advantages on e-CRM in financial institutions and banks and obtain better understanding of the e-CRM benefits. A qualitative research approach was used for this study. Empirical data was collected through interviews were conducted with twenty six banks which just sixteen of them are participated. Our findings indicate Accessibility, Convenience, Services quality, Timeliness, and Trust are the most important benefits of E-CRM. We found that implementation of E-CRM bring about the following competitive advantages: Up to date of banks, Preparation of up to date technology, Proliferation of channels, Marketing and Strategic Factors and Fragmentation of customer segment.

The Role of Electronic Customer Relationship Management in Enhancing E-Customer Loyalty through the Mediating Effect of E-Customer Trust: A Field Study on the Egyptian Fast-Food Industry

The Role of Electronic Customer Relationship Management in Enhancing E-Customer Loyalty through the Mediating Effect of E-Customer Trust: A Field Study on the Egyptian Fast-Food Industry

Implementation of Electronic Customer Relationship Management to Increase NusaTrip Customer Loyalty

E-CRM (Electronic Customer Relationship Management) is the process of maximizing sales to customers and prospecting customers by using information technology such as databases, websites, customer service, e-mail, and social media marketing (Hendriyani & Raharja, 2018). The purpose of this research is to determine the implementation of e-CRM such as websites and business procedures carried out by NusaTrip in increasing customer loyalty. Apart from that, the implementation of e-CRM in the form of e-mail, sitemap and social media marketing such as Facebook, Instagram or more personal communication using WhatsApp is also expected to help NusaTrip to establish good communication with customers to increase customer loyalty. There are four factors in supporting the success of E-CRM, namely Organization Orientation, Customer Orientation, Knowledge Orientation, and Information Technology Orientation. The e-CRM provided by NusaTrip can help customers find information about the company or make hotel room reservations or purchase plane tickets easily.

Implementation of Electronic Customer Relationship Management on the Instagram Platform: Case Study on MSMEs Perfume Products

Micro, Small and Medium Enterprise High Romantic Mens (HRM) Perfume was founded in 2019. This Micro, Small and Medium Enterprise operates in the fashion sector which operates in the online marketing sector in terms of marketing and the Micro, Small and Medium Enterprise has 30 reseller members. This research aims to determine the application of Electronic Customer Relationship Management (E-CRM) on the Instagram platform and determine the efforts made to improve good service, quality products and fast delivery in Micro, Small and Medium Enterprises using descriptive research methods. The research results show that the implementation of electronic customers relationship management on the Instagram platform is good and the service to consumers is quite good, a good image on Instagram still needs to be improved again by carrying out paid promotions and endorsements. The parties need to be aware of this condition. Micro, Small and Medium Enterprises to increase transaction potential so that the goals of Micro, Small and Medium Enterprises will be achieved.

Impact of Electronic Customer Relationship Management and Quality Moderated by Sharia Compliance on Loyalty (Study on Islamic banks in Jakarta)

In the rapidly digitizing landscape of Islamic banking, innovation is imperative for competitiveness and delivering top-tier services to customers. Electronic Customer Relationship Management (E-CRM) emerges as a key solution, streamlining interactions between banks and customers in the digital realm. This study delves into how E-CRM and Service Quality affect Customer Loyalty within Islamic banks, with a focus on Shariah Compliance as a moderating factor. The aim is to decipher how the Islamic banking sector can cultivate and enhance customer relationships in the digital age. Employing a quantitative approach, the research collects survey data from 212 Islamic bank customers through random sampling. Structural Equation Modeling (SEM), executed using IBM AMOS V.22 software, scrutinizes the collected data. Findings indicate a significant, positive contribution of E-CRM to Customer Loyalty. Interestingly, Service Quality doesn't wield a significant influence on Customer Loyalty, suggesting the presence of other influential factors in the Islamic banking arena. Notably, Shariah Compliance emerges as an important moderating element, bolstering the connection between Service Quality and Customer Loyalty, though it doesn't moderate the impact of E-CRM on Customer Loyalty.

Electronic Customer Relationship Management Systems in E-Commerce Platforms: Exploring the Antecedents of Technology Acceptance and Customer Satisfaction

Electronic Customer Relationship Management Systems in E-Commerce Platforms: Exploring the Antecedents of Technology Acceptance and Customer Satisfaction

Impact of big data analytics on telecom companies' competitive advantage

The aim of this study is to explore the potential uses of Big Data for enhancing the competitive position of telecommunication companies based on Resource-Based View Theory. To achieve it, a quantitative approach was employed to collect and analyze primary data from 304 telecommunications companies, which was then utilized to test hypotheses related to the targeted phenomena. A structural equation model was proposed to analyze the effects of Big Data Analytics (BDA) on achieving a competitive advantage. The results indicated that BDA improves electronic word of mouth (e-WOM) and electronic customer relationship management (e-CRM). Furthermore, it was found that BDA improves social media platforms. In addition, e-WOM, e-CRM, and social media were found to improve market performance, ultimately boosting competitive advantage. This research underscores the significance of analyzing BDA to achieve a competitive advantage among competing telecommunication firms.

Digital business transformation adoption in SMEs and large firms during COVID-19

ABSTRACT The COVID-19 pandemic has presented significant challenges for businesses worldwide. Those who recognised the importance of an online presence and transformed their traditional business model into a digital one were better equipped to mitigate the pandemic's negative impacts. However, there is a lack of research on the differences in digital transformation between small and medium-sized enterprises (SMEs) and large firms, as well as the main factors driving this transformation. This paper aims to address this gap by examining the successful digital transformation among these groups (SMEs and Large firms) in the province of New Brunswick, Canada, as a case study. The study uses secondary data from the TechImpact survey to explore the primary factors of this shift for both SMEs and large firms. The study confirms the critical factors identified in the literature, while also revealing new factors specific to each group. For SMEs, these include adopting a digital business model, investing in low-budget social media and e-marketing, recruiting young digital experts, and accessing government grants and subsidies. For large firms, the factors include implementing mass customisation through online channels, providing remote work incentives, using a comprehensive content management system, and prioritising electronic customer relationship management and e-loyalty.

The Impact of Organizational Factors on Electronic Customer Relationship Management (E-CRM) Success Implementation in the Egyptian Hotels

The Impact of Organizational Factors on Electronic Customer Relationship Management (E-CRM) Success Implementation in the Egyptian Hotels

Electronic Loyalty of Islamic Banks in Saudi Arabia

This paper aims to explore the impact of electronic customer relationship management practices (website quality, ease of use, customer privacy, and information quality) on the customer electronic loyalty. The population of this study is customers of the Islamic banks in Saudi Arabia. The questionnaire is used as a basic tool in the survey related to the current research. The hypothesized structural equation model was tested using the AMOS software version 20. The study has found that with respect to the bank customers, e-CRM has a significant impact on electronic customer loyalty. Based on the results of the study, bank managers and decision makers should focus more on the optimal distribution of the available resources and strengthening their electronic relationship with customers in order to attract more customers, retain existing customers, and get rid of less profitable customers.

The impact of electronic customer relationship management strategies on customer loyalty: A mediated model

This study investigated the impact of electronic customer relationship management (e-CRM) strategies (functional and personal dimensions) on customer loyalty in the Jordanian telecommunication sector. The mediating role of perceived customer relationship quality (cognitive and an emotional dimensions) was tested in this relationship. Data was collected via online survey from 301 Jordanian online shoppers and analysed using structural equation modelling (AMOS). The results showed a significant and positive impact of the functional dimension on customer loyalty, while the personal dimension negatively affected it. However, the functional and personal dimensions had a positive effect of on perceived customer relationship (CR) quality, as it positively affected customer loyalty. Hence, CR quality is indirectly impacted the relationship between the functional dimension and customer loyalty; in other words, CR quality mediated the relationship between the personal dimension and customer loyalty. The study’s findings enhance the current understanding of the relationship between e-CRM strategies and customer loyalty in a context specific bounded to Jordan. In addition, it provides evidence of the mediating role of CR quality in the Jordanian telecommunication sector. This research suggests practical strategies for the Jordanian telecommunication industry to enhance customer loyalty.

DEVELOPING SALES FORCE AUTOMATION PROTOTYPE AT INDONESIAN FURNITURE TRADING COMPANY

Information technology plays a crucial role in enhancing company performance and driving business growth. Maintaining good customer relationships is essential, and Customer Relationship Management focuses on building customer commitment. Sales Force Automation systems automate sales processes and manage customer interactions. PT. Maju Jaya Kreasindo, a furniture company in East Jakarta, aims to automate its sales force and centralize operational information through a web-based Sales Force Automation system using Electronic Customer Relationship Management. The research adopts the "Prototyping" method, offering a shorter development duration and flexible implementation. Visual Studio Code and Xampp, along with PHP and MySQL, are utilized as development tools. The result is a Sales Force Automation system based on Electronic Customer Relationship Management that assists PT. Maju Jaya Kreasindo in automating its sales force. The design successfully automates tasks, supported by Electronic Customer Relationships and the prototyping method. The Sales Force Automation system passed the functionality evaluation, achieving high user acceptance test scores, and indicating its effectiveness in meeting user requirements.

Major Antecedents of Electronic Customer Relationship Management (E-CRM) Studies in the Indian Banking Sector : A Systematic Review

Major Antecedents of Electronic Customer Relationship Management (E-CRM) Studies in the Indian Banking Sector : A Systematic Review

THE IMPLEMENTATION OF WEB-BASED E-CRM IN IMPROVING CUSTOMER SATISFACTION IN SMALL AND MEDIUM ENTERPRISES

To enhance the services provided to small- and medium-sized business customers. Specifically for traditional retail enterprises and small and medium firms, take advantage of information and communication technology improvements that have emerged quickly but have yet to be applied well in the lower middle-class sector. They still need help to use and gain access to modern technology. Another connected issue is the tendency of consumer numbers to vary and decline as a result of the expansion of contemporary retail firms with vast and robust networks. This study will develop an electronic customer relationship management (e-CRM) program that can be used to support business operations to boost sales, and that makes it simpler for small and medium-sized firms to provide services.

Analysis of The Effect of Electronic Customer Relationship Management and Perceived Value on E-Customer Loyalty Through E-Customer Satisfaction on XYZ.Com

Electronic Customer Relationship Management is an integrated CRM function with the use of an online environment to identify, attract and retain an organization’s customers. E-CRM has an important role in addressing the challenges that exist in the e-commerce industry and certainly affect the success of e-commerce. In an online business, perceived value is something that must be maintained, that it can become a company's advantage in competing. The purpose of this research is to identify the effect of Electronic Customer Relationship Management (E-CRM) and Perceived Value in increasing customer satisfaction and loyalty. This study used the method SEM-PLS with respondents as mush as 111 respondents. The results are significant againts Electronic Customer Relationship and Perceived Value on E-Customer Satisfaction and E-Customer Loyalty in JABODETABEK customer of XYZ.com.

PENERAPAN E-CRM DALAM PERANCANGAN SISTEM INFORMASI EKSPEDISI BARANG PADA PT. CAHAYA CEMERLANG

PT Cahaya Cemerlang is engaged in the delivery of goods and documents to all corners of Indonesia. Increasing competition in the business world, makes companies think of an appropriate strategy, in order to win the competition. One of them is by creating a close relationship between companies and consumers by providing a fast and precise administrative service system. We need a system that can handle this problem by creating a website-based application using E-CRM (Electronic Customer Relationship Management). The formulation of the problem is how to design a system to improve its performance so that this expedition system can be superior. The purpose of this research is to design the delivery of goods so that it is more organized and can run well by using E-CRM (Electronic Customer Relationship Management). The result is an application that is made according to plan, which can be accessed by both the company and the customer.

Electronic customer relationship management and customer retention of deposit money banks in Dutsin-Ma, Nigeria

This study investigates the effects of electronic customer relationship management (ECRM) on the customer retention of deposit money banks (DMBs) in Dutsin-Ma, Nigeria, using responses obtained from 380 customers of the three DMBs operating in the study area. The study adopts a cross-sectional survey research design, a structured questionnaire as a means for data collection and multiple regression techniques as the main method of data analysis with the aid of the statistical package for social sciences (SPSS) version 25. Results confirm that ECRM proxies: pre-transaction, at-transaction and customer feedbacks and complaints management (post-transaction) features of ECRM have a significant and positive effect on the customer retention of DMBs in Dutsin-Ma. The study concludes that the adoption of the ECRM framework has contributed immensely to the improvement of customer experience and, consequently, customer retention in the study area. Thus, pre-transaction, during/at transaction and post-transaction features are important to service marketing strategies for retaining customers. The study, therefore, recommends that DMBs in the study area should upgrade their ECRM platforms to further improve customers' seamless experience to increase customer retention. The study also recommends that banks should make their e-banking platforms more secure, user-friendly and faster.