Improve Customer Relationship Research Articles

Persepsi Tingkat Kesiapan UMKM dalam Pengelolaan Media Sosial

This study examines the readiness of micro, small, and medium enterprises (MSMEs) to utilize social media for digital marketing. Given the importance of digital platforms in today's modern business era, this study aims to understand how MSMEs view their readiness to manage social media and their level of involvement in utilizing it for promotional activities. The methodology used is quantitative descriptive, including a survey distributed to 64 MSME owners, which collected data on their experiences, practices, and attitudes toward social media management. The results show that most MSME owners feel ready to manage their social media by actively following trends and creating relevant content to attract consumers. The study also shows that although social media significantly contributes to expanding market reach, improving customer relationships, and increasing sales, many MSMEs still lack a comprehensive digital marketing strategy. Although MSMEs show a high level of readiness to use social media, further education and support are needed to adopt more advanced digital marketing tools and strategies.

Evaluation of the fintech era on the performance of Moroccan banks: analysis through non-performing loans

Background This study aims to contribute to a better understanding of the impact of the financial technologies (fintech) era on the performance in the banking sector, measured through non-performing loans (NPL) and their coverage by provisions for NPL. It is a question of knowing whether banking investment in fintech makes it possible to better evaluate the granting of credits, and therefore makes it possible to reduce overdue credits. Methods To this end, the method used consists of using a regression analysis and a Pearson correlation applied to the financial data of Moroccan banks observed during two distinct periods, namely 2007-2014, considered pre-fintech, and the period 2015-2022, considered as the fintech period. Results With the emergence of the fintech era, the Moroccan banking situation improved slightly compared to the pre-fintech period: bad debts did not increase despite the significant increase in net banking income and the size of banking assets during the fintech era. Conclusions The implementation of fintech has improved customer relationship management, credit risk analysis and loan monitoring services, which ultimately reduces non-performing loans and improves the coverage of non-performing loans by provisions. The main implication of the results allows us to deduce that the implementation of fintech makes it possible to have a positive impact on overdue credits, and they are also likely to serve as a lever for the inclusion of those excluded from banking services.

Research on the Effect of Social Media Implementations for Improved Customer Relations and Services

The primary motivation of this study is to examine the increase in social media usage and the primary reasons behind it. The effects of social media implementations (SMI) on customer relations and services have been investigated in this context. Data were collected from 195 firms operating in Turkey and analyzed using regression analysis. The findings revealed that Social Media Usage (SMU) is essential to customer relations and services. Additionally, it was found that SMIs have a positive impact on improving customer relationships and that the customer engagement initiatives (CEI) and social media strategies (SMS) implemented by firms are strongly associated with improved customer relations and services (ICRS). This research is expected to contribute to the literature by analyzing the effects of social media usage at the firm level.

Optimising MSMEs B2B Marketing Performance Through Marketing Automation In CRM Strategy

This research investigates the influence of technology readiness and ICT capabilities on marketing automation within B2B MSMEs' CRM strategies. Using quantitative methods in 105 B2B MSMEs employing marketing automation tools, the study employs Structural Equation Modeling (SEM) with Lisrel 8.8 software for analysis. Findings reveal that Technology Readiness significantly impacts ICT Capability, with innovation indicators holding a dominant 67.240 per cent effect. ICT Capability positively influences marketing automation, primarily driven by the use of ICT (84.600 per cent). Marketing automation correlates positively with B2B CRM, notably through message reach (65.610 per cent). B2B CRM, in turn, significantly affects Marketing Performance, emphasising improved customer relationship quality (77.400 per cent) and expanded market influence (42.250 per cent). Notably, technology readiness does not directly impact marketing automation, necessitating ICT capability for practical implementation in customer relationship management. In conclusion, marketing automation enhances B2B MSMEs' marketing performance, contingent on their ICT capabilities, despite the importance of technology readiness.

Implementation of point of sales at Kopi Lentera using agile methods and scrum framework

Implement Point Of Sales (POS) at Kopi Lentera using Agile and Scrum Framework methods to improve transaction efficiency and accuracy and customer service quality. The purpose of this research is to improve efficiency in the transaction process, reduce errors, and improve customer relations by offering more responsive services through the design of a web-based POS system. The Agile method and Scrum Framework are utilized for managing the development process to ensure speed and adaptability to change. The data collection process is carried out by observation, interview, and literature study. Then the implementation of the device will be tested with the System Usability Scale (SUS) conducted on 10 respondents through a questionnaire. The study concludes that applying the agile-scrum method can result in the development of a POS system that meets the needs with a shorter development time. The implementation results show an increase in the efficiency of recording and transactions, as well as improving the quality of customer service.

Revolutionizing Finance: The Comprehensive Impact and Application of Machine Learning

The adoption of ML in finance has great potential to reform financial practices. This paper delves into the pivotal role of machine learning (ML) in revolutionizing the financial domain, including enhancing predictive accuracies, reducing cost, catalyzing financial innovation, and improving customer relationships. By dissecting the advantages, this paper summarizes the application of ML in finance like stock market forecasting, fraud detection, credit risk prediction, portfolio management and asset evaluation. Meanwhile, it also acknowledges existing obstacles such as data quality, transparency of models, and output homogenization. Finally, the paper seeks to provide comprehensive insights into the future landscape shaped by ML technologies in finance.

Intention to use determinants of AI chatbots to improve customer relationship management efficiency

Intention to use determinants of AI chatbots to improve customer relationship management efficiency

The Effect of Product Innovation and Customer Relationship Management on Satisfaction Mediated by Purchasing Decisions in the Coffee Shop Industry

The coffee shop industry faces increasingly fierce competition, where consumers have many choices. To retain and attract customers, coffee shops must continuously develop product innovation and improve customer relationships through Customer Relationship Management (CRM). This study aims to identify the effect of product innovation and CRM on customer satisfaction and understand the role of purchasing decisions as a mediator in this relationship. This research uses a survey method by collecting data from coffee shop customers through questionnaires. The research sample consisted of coffee shop visitors who were active during the research period. The collected data were analyzed using statistical techniques, including regression analysis. The results showed that product innovation has a significant positive impact on customer satisfaction. CRM also has a significant favorable influence on customer satisfaction. Furthermore, purchasing decisions were found to mediate the relationship between product innovation and customer satisfaction, as well as between CRM and customer satisfaction. These findings indicate that coffee shops focusing on developing innovative products and implementing effective CRM strategies can increase customer satisfaction. In addition, purchase decisions are an essential intermediary in linking product innovation, CRM, and customer satisfaction. Therefore, coffee shop management must consider better strategies for integrating product innovation, CRM, and purchase decisions to achieve long-term success in this competitive industry. This research contributes significantly to understanding the factors influencing customer behavior and the strategies coffee shop industry players can use.

The Impact Of Social Media On Consumer Behavior And Its Implications For Business Growth

Social media has had a significant influence on consumer behavior and corporate growth since its inception in the late 1990s. Mostly used websites like Facebook and Twitter, which transformed online communication and information sharing, were made possible by early platformes like Friendster and Six Degrees. Social media became even more accessible as smartphone usage increased in the 2010s, which fueled the growth of influencer culture and brand communities. Peer reviews and genuine voices are now trusted by consumers, which has shifted power away from brands and highlighted the value of real-time feedback and tailored marketing. Improved customer relationship management, better marketing techniques, and insightful data have all resulted from this evolution for firms. Through direct audience engagement, improved brand reputation management, and market exploration, businesses can propel growth in a highly competitive environment. The advanced function of social media in shaping consumer behavior and its ensuing effects on corporate success are examined in this article. Social media's ongoing development is changing how customers find, assess, and buy goods. Through an analysis of recent data and trends, this study demonstrates the ways in which social media influences brand loyalty, purchase decisions, and general consumer participation. According to the research, companies that successfully use social media can improve their market visibility, cultivate clientele, and increase revenues

Exploring the impact of logistics service quality on customer satisfaction, trust and loyalty in bus transport

PurposeDeveloping an optimal strategy for maintaining quality customer relationships in the logistics industry is critical for achieving long-term benefits. This study aims to examine the relationship between logistics service quality (LSQ), customer satisfaction, trust, and behavioral loyalty in the context of Khon-Kaen Bus Terminal 3 in Thailand. The purpose is to understand how service quality influences customer trust and loyalty in the context of bus transport.Design/methodology/approachFace-to-face questionnaires were administered to 338 experienced bus transport users at Khon-Kaen Terminal 3. A quantitative approach was utilized, employing partial least squares structural equation modeling to analyze the relationships between logistics operations, after-sales service quality, customer satisfaction, trust and loyalty.FindingsThe results reveal that both logistics operations service quality and after-sales service quality positively impact customer satisfaction and trust. Trust, in turn, significantly influences customer loyalty, and it is enhanced when customers receive satisfactory services. The study demonstrates that customer loyalty is strengthened by building trust and providing a high-quality logistics service, confirming the significant relationship between LSQ and loyalty.Research limitations/implicationsWhile this study acknowledges the challenge posed by Khon-Kaen Terminal 3’s strong monopoly, it also recognizes that users may have limited alternatives. Consequently, the research highlights the difficulty in accurately measuring customer loyalty.Originality/valueThis study contributes to the literature by examining LSQ in a Thai context, offering new perspectives on customer loyalty in the bus transport sector. It provides practical recommendations for improving customer relationships and gaining a competitive advantage in the logistics industry.

INFORMATION AND COMMUNICATION TECHNOLOGIES AS A TOOL FOR INCREASING THE EFFICIENCY OF PRINTING COMPANIES’ ECONOMIC ACTIVITY

In order to increase the efficiency of economic activity of printing companies, the authors of the study have identified the following features and promising directions: reorientation of management tasks for the development of printing companies in order to ensure their competitiveness; determination of strategic directions of development of printing companies; optimisation of the appropriate level of information, resource and organisational support of printing companies for the successful implementation of development strategies; diversification of activities of printing enterprises; corporatisation of printing enterprises; ensuring investment development of printing industry enterprises. The implementation of strategies aimed at optimising processes, reducing costs, using advanced technologies and increasing the efficiency of interaction with consumers is the reorientation of management tasks for the development of printing companies in order to ensure their competitiveness. The strategic directions for the development of printing companies include: European integration, improvement of product quality in accordance with international standards, use of information technology to optimise production processes, innovation, expansion of production links, environmental friendliness and solving the problem of qualified personnel. The successful implementation of development strategies depends on optimising the appropriate level of information, resources and organisational support for the activities of printing companies. Information support is concerned with determining strategic directions through the analysis of internal and external information. The focus of resource support is on the efficient management of resources for the achievement of production efficiency. Organisational support involves creating an effective structure and motivating staff. Diversifying printing businesses in the current environment requires adopting the latest technologies and using information and communication technologies. This makes it possible to expand the range of products, increase the efficiency of production, optimise management and improve customer relations. The corporatisation of printing companies is important for business development, enabling companies to consolidate, implement large projects and expand markets. The integration of ICT contributes to the optimisation of production processes, the improvement of management efficiency and the creation of competitive advantages for printing companies. Using ICT in the printing industry plays a key role in increasing the attractiveness of companies to invest. The integration of ICT enables the optimisation of internal processes. It reduces costs, develops innovation and attracts new investors.

ANALYSIS OF THE IMPACT OF DIGITALIZATION ON THE DEVELOPMENT OF OPPORTUNITIES FOR SMALL AND MEDIUM-SIZED ENTERPRISES

The article analyzes how the use of information and communication technologies and digital marketing tools contribute to increasing competitiveness, optimizing business processes, expanding sales markets, and improving customer relations. This article offers a comprehensive examination of the intricate dynamics between innovation, entrepreneurship, and economic growth, drawing from an extensive review of empirical studies, theoretical frameworks, and policy implications. Through a meticulous analysis of the symbiotic relationship between innovation and entrepreneurship, it elucidates their multifaceted contributions to driving sustained economic prosperity. By delving into the nuanced mechanisms and contextual factors that shape this relationship, the article provides insights for policymakers, researchers, and practitioners seeking to foster innovation-led growth in today's complex global economy. In the context of contemporary economic development, innovation and entrepreneurship have emerged as central pillars driving productivity growth, technological progress, and market dynamism. This paper embarks on a journey to unravel the complex interplay between these two phenomena and how their synergistic relationship shapes the trajectory of economic growth. By examining the underlying mechanisms, empirical evidence, and policy implications, we aim to shed light on the transformative potential of innovation and entrepreneurship in fostering sustainable development and competitiveness. Innovation and entrepreneurship are essential engines of economic growth. Innovation is characterized by the creation and adoption of novel ideas, technologies, and business models, and is a catalyst for entrepreneurial activity by providing opportunities for market differentiation and value creation

Application of GWO-attention-ConvLSTM model in customer churn prediction and satisfaction analysis in customer relationship management

Customer Relationship Management (CRM) is vital in modern business, aiding in the management and analysis of customer interactions. However, existing methods struggle to capture the dynamic and complex nature of customer relationships, as traditional approaches fail to leverage time series data effectively. To address this, we propose a novel GWO-attention-ConvLSTM model, which offers more effective prediction of customer churn and analysis of customer satisfaction. This model utilizes an attention mechanism to focus on key information and integrates a ConvLSTM layer to capture spatiotemporal features, effectively modeling complex temporal patterns in customer data. We validate our proposed model on multiple real-world datasets, including the BigML Telco Churn dataset, IBM Telco dataset, Cell2Cell dataset, and Orange Telecom dataset. Experimental results demonstrate significant performance improvements of our model compared to existing baseline models across these datasets. For instance, on the BigML Telco Churn dataset, our model achieves an accuracy of 95.17%, a recall of 93.66%, an F1 score of 92.89%, and an AUC of 95.00%. Similar results are validated on other datasets. In conclusion, our proposed GWO-attention-ConvLSTM model makes significant advancements in the CRM domain, providing powerful tools for predicting customer churn and analyzing customer satisfaction. By addressing the limitations of existing methods and leveraging the capabilities of deep learning, attention mechanisms, and optimization algorithms, our model paves the way for improving customer relationship management practices and driving business success.

Маркетингові комунікації в системі стратегічного управління маркетингово-збутовою діяльністю підприємствааркетингові комунікації в системі стратегічного управління маркетингово-збутовою діяльністю підприємства

The purpose of the study is to provide a comprehensive analysis and systematization of the main goals, tasks, and functions of marketing communications in the strategic management system of modern enterprises. The article examines the critical role of marketing communications in forming competitive advantages, increasing market share, and strengthening the brand identity of the enterprise. Theoretical approaches to determining the place of marketing communications in strategic management and practical aspects of their implementation in various business sectors are considered. The main marketing communications goals are detailed, such as increasing product awareness, stimulating demand, building customer loyalty, and ensuring effective interaction with stakeholders. Special attention is paid to marketing communications tools (advertising, PR, digital marketing, direct sales, etc.) and their impact on the company’s competitiveness and market positioning. The importance of integrating marketing communications with the general strategy of the enterprise to achieve synergy in activities is revealed. The relationship between marketing communications and marketing and sales strategies is emphasized, particularly the importance of harmonizing these elements to increase the effectiveness of management decisions in the long term. The article offers practical recommendations for integrating the communication strategy into the overall enterprise management system, aiming to adapt to changing market conditions, improve customer relations, and achieve strategic goals. The study’s results can be used both by enterprises to improve the effectiveness of marketing activities and by scientists to further develop the theory of marketing communications in the context of strategic management. Keywords: marketing communications, enterprise management system, strategic management, strategic goals, marketing and sales activities, strategies of marketing and sales activities.

Using AI and ML to Completely Change the Customer Experience in Crm Applications

Customer relationship management (CRM) software has become essential for businesses, enabling them to manage customer interactions and foster relationships effectively. This software encompasses features such as customer data management, sales and marketing automation, and customer service tools. In today's competitive landscape, CRM has evolved into a strategic necessity for companies aiming to enhance customer experiences and gain a competitive edge. The integration of machine learning (ML) and artificial intelligence (AI) has significantly transformed CRM software development. These technologies empower businesses to gain deeper insights into their customers' behaviors and preferences, automate repetitive tasks, and deliver more personalized experiences. For example, ML algorithms can analyze vast amounts of customer data to identify patterns and predict future behaviors, enabling companies to tailor their offerings and marketing strategies accordingly. AI - powered chatbots can provide instant customer support, answering queries and resolving issues promptly, even outside of regular business hours. This article explores the pivotal role of ML and AI in enhancing CRM software. It delves into how these technologies can enrich the features and capabilities of CRM systems, offering businesses valuable tools for improving customer relationships and driving growth. Additionally, the article addresses the challenges associated with implementing ML and AI in CRM, providing practical insights into integration strategies and best practices for businesses embarking on this transformative journey. Ultimately, the integration of ML and AI into CRM software is not just about enhancing operational efficiency; it's about empowering businesses to better understand and serve their customers, fostering stronger, more meaningful relationships that drive long - term success.

Exploring customer retention dynamics: A comparative investigation of factors affecting customer retention in the banking sector using mediation-moderation approach

The purpose of this research is to explore the impact of service quality, customer trust, and cultural disparities on customer satisfaction within the banking sector. Additionally, the study examined the mediating effect of customer satisfaction and the moderating effect of financial technology. Data for this investigation were gathered from customers utilizing services offered by public banks in Pakistan and China. The analysis was conducted using the Smart-PLS software, with 281 samples from Pakistan and 312 samples from China being included in the study. Results show that service quality, customer trust, and cultural differences positively affect customer satisfaction in the context of Pakistan and China. Results also reveal that service quality and customer trust have a positive effect on customer retention behavior in China, but customer trust has an insignificant impact on customer retention behavior in Pakistan. Analysis specifies that customer satisfaction positively mediated the relationship between service quality, customer trust, cultural differences, and customer retention behavior in Pakistan and China. More importantly, financial technology moderated the relationship between customer satisfaction and customer retention behavior, but it was insignificant in the context of China and Pakistan. The study seeks to provide significant insights for strategic decision-making and improve customer relationship management techniques in the dynamic field of financial services by including mediating and moderating elements.

Does service-oriented manufacturing improve customer stability?

Stabilizing customer relationships plays an important role in improving supply chain resilience. Based on a sample of A-share listed companies in the manufacturing industry from 2009 to 2022, this work investigates the impact of SOM(service-oriented manufacturing) on supply chain resilience from the perspective of customer stability. The results showed that SOM has a positive impact on customer relationship stability, indicating that manufacturing enterprises carrying out SOM can improve customer relationship stability, and this stable relationship is long lasting. Analysis of service-oriented manufacturing structure reveals that service that supports the supplier's product (e.g., after-sale services) is less effective in promoting customer relationship stability than service that supports the customer (e.g., training service). This study theoretically expands the research on the allocation of enterprise resources among supply chains, promotes the deep integration of modern service industry and advanced manufacturing industry, and provides experience for implementation of relevant decision-making and deployment of supply chain security and stability in practice.

Research the Impact of Online Marketing on Customers Perceived Value of Vietnamese Joint Stock Commercial Banks

Research the impact of online marketing on customer perceived value at Joint Stock Commercial Banks (JSCBs) is a significant and highly applicable topic in marketing and management business. The analysis and conclusions from this study can provide valuable information about how online marketing influences customer perceptions and the value they place on their banking experience. This will help businesses better understand how to interact with customers, optimize their marketing strategies, and improve customer relationships to increase business efficiency. The authors have proposed a theoretical model and scale based on a comprehensive study of published documents. Through qualitative research and in-depth interviews with experts, an official research model and scale have been formed, including six variables (five independent variables and one dependent variable) with 33 observed variables. Conducting quantitative research with a sample size of N = 355, the model has been determined to suggest five independent variables with 28 observed variables and one dependent variable with 5 observed variables (through Cronbach's Alpha and EFA coefficients), and the model adjusted model with five independent variables with 27 observations and one dependent variable with 05 observed variables. The study has determined the impact of online marketing on customer perceived value at Vietnamese joint stock commercial banks, arranged in descending order of influence: ((1) Online Communication; (2) Online Customer Service; (3) Online Offer; (4) Online retail Pricing, and (5) Online Distribution.

Knowledge retrieval and diagnostics in cloud services with large language models

Efficient customer support is the foundation for any service provider trying to improve customer relationships. An important measure of successful support is the mean time to resolve issues. The complexity and large scale of modern cloud environments make it unrealistic to reduce the resolution time without deploying intelligent solutions. The latest also provides an exceptional opportunity to leverage cross-customer product usage data for proactive solutions when the troubles of some users can be analyzed in advance to prevent similar issues of other users. We build a recommender system that matches customer support requests to other resolved support requests or knowledge base articles that contain valuable information for problem remediation. This system can be used by customers or support teams to quickly find problem-resolution tips or detect trending issues to warn vulnerable users. We utilize large language models, fine-tune for better performance, and discuss capabilities and possible improvements. During our research, we highlighted several evaluation metrics such as mean time to resolve issues and the accuracy of recommendations. However, estimating accuracy is challenging due to insufficient datasets with precise and comprehensive recommendations. Despite this, our support managers provided some estimates regarding the remediation durations. Typically, identifying and resolving an issue takes several days or weeks. With appropriate recommendations, this time can be significantly reduced to several hours and, in some simple cases, even lead to self-service capabilities.

Impact of Employee Environmental Concerns on Sustainable Practices: Investigating Organizational Commitment and Job Satisfaction

Environmental issues are gradually increasing due to increases in carbon emissions, overproduction, plastic use, the burning of fossil fuels, etc. Therefore, ecological sustainability is a primary concern for society and the upcoming generation. Considering this, the present research objective is to examine the factors influencing employee eco-friendly behavior (EEBH) and firm environmental performance (FEP). Cross-sectional data were accumulated from 403 employees working in casual dining restaurants in China and analyzed through partial least squares structural equation modeling (PLS–SEM) approaches (i.e., PLS algorithm, bootstrapping, blindfolding, and PLS prediction). The findings support the significant effect of environmental concern (ENVC) on employee organizational commitment (EOC), employee job satisfaction (EJoS), and EEBH. In addition, EOC and EJoS directly and indirectly influence EEBH. Furthermore, EOC also mediates the link between ENVC and EJoS. Finally, the findings also show that EEBH stimulates environmental performance. By showing the links between these elements, it has been emphasized that EEBH is a precondition of good organizational productivity and how it contributes to enhancing the EJoS and overall firm’s health. It challenges managers to create a work environment that is conducive to sustainability for improved customer relations and a strong reputation for the organization in society.