Relationship Management Practices Research Articles

Customer Relationship Management Practices and Employee Sensitivities of Private Sector Banks: An Analysis in Indian Context

This paper aims to scrutinize bank employees' perspectives on customer relationship management (CRM) practices in the banking sector, particularly private sector commercial banks operating in Goalpara District of Assam, India. The research plan consists of experimental in nature whereby different aspects of CRM in the banking sector have been extracted from the previous literature and tested on a sample size 24 number of employees working in the banks selected taking 3 each from 8 branches. Based on Bank Service Quality (BSQ) scale, variables were selected and analysed with the help of descriptive statistics and ranking analysis of identified parameters was utilized with the help of the Garret ranking technique. The study found that the loan facility and ATM facility along with service variety are found as the major product-related factors; timely services with trustworthy behaviour of the employees and the quality of services along with procedural simplicity and convenience is the most important service-related factors for evolving an effective CRM practice. The employee perceptions on the personal relationship of the bank officials with their customers’ staples in selecting the banks and retaining the customers.

Integrating the Commitment-Trust Theory to Gauge Customers Loyalty in Riding Services

This study aims to integrate a research scholarship of customer relationship management (CRM) practices and CRM technology as an interplay with CRM Quality and investigate the overall effect on CRM loyalty through the literary lens of commitment-trust theory. The study employed cross-sectional paradigm in collecting the data using purposive sampling technique from 211 potential-riding-app users. The data was analyzed using SMART-PLS. Findings reveal a significant role of technology alignment in enhancing CRM practices. Effective CRM practices increase CRM quality by building a strong level of trust and commitment in customers. Strategic orientation of CRM practices with efficient technology usage, riding-service firms can capitalize on all novel aspects of CRM, as part of an integrated marketing process, for enhancing customer loyalty.

Procurement Practices and Quality of Food Supplies in Secondary Schools: A Case of Nairobi County, Kenya

This research aimed at determining Procurement Practices on Quality of Food Supplies in Secondary Schools in Nairobi County. Quality of food supplies is a global issue that this study wishes to respond to in Kenyan Secondary schools of Nairobi County. The research was guided by the following objectives: first, to investigate the relationship between e-Procurement and quality of food supplies in secondary schools in Nairobi County. Secondly, to assess the influence of supplier relationship management between suppliers and schools on quality of food supplies. Thirdly, to establish how procurement planning affect quality of food supplies and finally, to evaluate how risk management practices influence quality of food supplies in secondary schools, Nairobi County. The research used mixed method convergent parallel design. This study used total quality management theory and agency theory. The research used mixed method convergent parallel design. The researcher preferred this design since it was used to collect both qualitative and quantitative data, and it provided a better understanding of the research problem as well as build on the strengths of both qualitative and quantitative data. The study adopted a census technique since the population was small. The target population was 32 secondary schools. The study sample was 96 respondents including 32 principals, 32 procurement officers and 32 storekeepers sampled from 32 secondary schools Nairobi County. Data collection was done through interview schedules and questionnaires. Quantitative data was analyzed descriptively through the distribution of frequencies, which have been expressed in means and percentages. The results were achieved using the Statistical Package for Social Sciences (SPSS) program and presented in tables and graphs, while qualitative data was transcribed and translated into themes that support the quantitative findings through a content analysis approach. In its findings, the study revealed that e-Procurement, supplier relationship management, procurement planning, and risk management practices significantly influence quality of food supplies. The study has therefore recommended that in order to enhance quality of food supplies, schools should fully make use of e-procurement, which include e-sourcing, e-tendering and e-advertisement. In addition, there should be proper management of suppliers to ensure that they supply on time and provide quality food supplies. The procurement planning processes should be adhered to in order to ensure that no part of the process is skipped. The risks faced on procurement should be documented and minimized of eliminated. All these will ensure an efficient procurement process. Keywords: E-Procurement, Inspection, Procurement Practices, Quality, Supplier relationship

Customer Relationship Management, Innovation Capability, Technological Environment, and Performance of Small and Medium Scale Enterprises: A Research Framework and Proposition

This study looked into the consequences of customer relationship management by creating empirical evidence grounded in relationship marketing theory and dynamic capability theory. The study proposed a direct as well as an indirect relationship between customer relationship management and firm performance, recognizing technological environment as the interacting variables of customer relationship management that influences the performance of small and medium scale enterprises (SMEs), suggesting that technology environment as a moderator in the customer relationship management model. The study explained the theoretical and practical contributions of the model in our understanding of customer relationship management practices and the intervening role of innovation capability. Technological environment was also discussed especially from the perspective of SMEs.

The Moderating Effect of Inter- Organization Systems on the Relationship between Supply Chain Relationship Management and Performance of Pharmaceutical Firms in Kenya

systems on the relationship between supply chain relationship management and performance of pharmaceutical firms in Kenya
 Methodology: This research adopted a descriptive research design. The target population of interest in this study were the 22 local pharmaceutical manufacturing and 149 importing firms that act as subsidiaries making a total of 171. The study sample was drawn from the list of 171 pharmaceutical firms, where various categories with the relevant information for the study were drawn. The study adopted a census sampling technique. The data was analyzed using SPSS 22 version by making use of multiple regressions analysis which helped to generate a weighted estimation equation (OLS) that was used to predict values for dependent variable from the values of the independent variable.
 Findings: The results showed that inter-organization systems significantly moderated the relationship between supply chain relationship management practices and organizational performance.
 Recommendations: Based on the study findings, it was recommended that management in pharmaceutical firms should integrate their systems with those of customers such as electronic inventory management, electronic customer feedback; integrate electronic sharing of market information among other IT systems. This is because the study confirmed that integration of IT systems by pharmaceutical companies would lead to improvement in terms of speed and quality services, waste elimination, increased inventory management, responsiveness, accuracy, customer feedback and reduced lead-times

Barriers to Customer Relationship Management practices: A survey of university libraries in Pakistan

The purpose of this study is to find out relationship between customer relationship management (CRM) practices and barriers in university libraries of Pakistan. The study also focused on CRM's barriers and its correlation with types of university, regions of university and gender. This study adopted correlational research design with survey method based on quantitative data collection. A structured and open-ended questionnaire was distributed among the head/in-charge librarians of universities libraries in Pakistan. The results have demonstrated that major barriers of CRM are financial resources/budget, qualified, experienced and trained staff, human resource satisfaction and motivation, information technology infrastructure, CRM knowledge and understanding by staff, library culture and collaboration, library users, and leadership commitment. Insignificant variations were found in the overall mean score of CRM barriers based on types of university, regions of university, and gender of the respondents. There is a strong negative (inverse) relationship exist among CRM practices and overall barriers as well as its four sub-facets, while three attributes having moderate negative relationship respectively. This study has numerous practical and theoretical contributions about CRM for academic libraries, especially those engaged in customer relationship management strategies, practices and implementation. The results enlighten library employees to be effective, proactive and successful performers for users’ satisfaction, retention and loyalty.

DIGITAL TRANSFORMATION IN BUSINESSES: THE PROCESS AND ITS OUTCOMES

Purpose- The purpose of this study is to serve as an extensive outlook about digital transformation. Its content comprises the elements of digital transformation, the ways of adapting to digital transformation, reasons for failure, means of digital transformation, and insights and discussions on new business environment. Methodology- In this study, a comprehensive literature review is followed to learn about the current business circumstances regarding digital transformation and have a deep understanding on the previous studies conducted about digital transformation. Findings- The literature review reveals that digital transformation has provided positive impract on businesses at different levels. Although challenges against digital transformation may arise, they can be tackled if the nature of digital transformation is understood well. The success of digital transformation is dependent on numerous factors from different aspect which should be studied carefully before and during the adoption of digital transformation. Conclusion- It may be concluded that the COVID-19 pandemic has accelerated the digital agenda of businesses. At first, it should be understood that digital transformation is not a mere upgrade of technology or technical equipment within an organization but requires time, curiosity, creativity, recognition of opportunities, and cultural transformation. A successful adoption of digital transformation requires the recognition of means of digital transformation, the steps for adaptation to digital transformation, the analysis of failure, the outcomes of digital transformation. The recent evolutions related to digital transformation is evident in different aspects of business. The most recent observed changes in businesses are required skills of employees, organisational culture, business models, and customer relationship management practices. Keywords: Digital transformation, digitalization, new business environment, business success, data analysis. JEL Codes: M10, M14, M15

The Impact of Social Customer Relationship Management Practices on Public Organizational Performance: Social Customer Relationship Management Effectiveness as Mediator Variable

Purpose: The aim of this study is to examine the impact of the Social Customer Relationship Management (Social CRM) practices on the social CRM effectiveness and the organizational performance at the Immigration Department of Malaysia. This research finding aims to help organizations to practice the best Social CRM activities to improved service and productivity for the leader. Design/Method: A descriptive-analytical method (quantitative approach has been taken in this study. A survey was conducted with 230 social CRM practitioners of immigration officers. The research hypotheses were analyzed by means of structural equation modeling (SEM) by using AMOS 22.0. Findings: This study has proved that there is a positive and significant relationship between social CRM practices and organizational performance. This study also proved an indirect effect on social CRM practices through social CRM effectiveness. The testing indicates variable SCRM Effectiveness partially mediates the relationship between Social CRM Practices and Organizational Performance. Research Limitations/ Implication: Social CRM practitioners inside the department should also focus on the best social CRM practices to meet the customer expectation and to satisfy the savvy customer as well as fulfill their needs which helps the department to improve the performance. Originality: There are few research-based studies on Social CRM practices and organizational performance. This study specifically aim to examine the role of “social CRM effectiveness” as a mediator variable between the practices of social CRM and the organizational performance in the Immigration Department in Malaysia.

Customer Relationship Management Practices and Customer Retention at Ghana Commercial Bank (GCB) in Tamale: Mediating Role of Customer Satisfaction

With the recent increase in bank closures, attracting new customers and developing strong customer relationships in Ghana's financial sector has become difficult. As a result, customer retention in banking has become critical for fund mobilization and license maintenance. The study sought to investigate the effect of CRM practices and customer satisfaction on customer retention at GCB bank, Tamale. The quantitative research approach and the explanatory design were employed due to the purpose of the study. Structured questionnaire was used to gather data from all the 367 customers of GCB bank in Tamale. The data obtained were processed using Statistical Package for Social Sciences (SPSS) version 25 and analyzed using descriptive and inferential tools. The purpose of this study was to investigate and establish a comprehensive framework to identify customer relationship management practices on customer retention through the mediating role of customer satisfaction. The study discovered a significant positive relationship between customer relationship management practices and customer retention, as well as customer satisfaction playing a mediating role in this relationship. As a result, Ghanaian banks are implored to implement effective customer relationship marketing strategies in order to retain their customers. Keywords: Customer Relationship Management (CRM) Practices, Customer Retention, Customer Focus, Knowledge Management, Technology-based CRM, Customer Satisfaction. DOI: 10.7176/JMCR/85-02 Publication date: February 28 th 2022

Customer Relationship Management (CRM)Practices of Public and Private Sector Banks

The banking sector plays a crucial role in the economic development of a country. For the success of any bank customers’ play a prominent role in its growth. Implementing good customer relationship management practices improves the profits of banks. Retaining the customer and convert the customer to be a loyal one is most protruding. For the bank, retentions attain a greater benefit compare with acquiring new customers. Sustain the old customer is much more pivotal than attracting the new one. For this, effective customer relationship management practices help in the returns of the bank. Customer service and satisfaction differentiate the virtuous banking sector. The present study focuses on comparing the customer relationship management practices of public and private sector banks. A survey is done with 1200 customers using the convenience sampling method. 600 respondents from SBI & Andhra bank of public sector banks and the remaining 600 are from HDFC and ICICI banks of the private sector were chosen for the survey. An Empirical study with descriptive statistics, mean and frequency distribution, chi-square, mean ranks, reliability analysis is used to evaluate data. From the findings, it is observed that customers opted for public sector banks for the trust factor, and for effective products and services customers are satisfy more with private sector banks than compared with public sector banks.

How supplier relationship management and manufacturing flow management practices affect the firm financial performance: The mediating role of competitive advantage

The main objective of the current study is to investigate the impact of supplier relationship management and manufacturing flow management practices on the financial performance. Additionally, the study examines the mediating role of competitive advantage in the relationship between supplier relationship management and manufacturing flow management practices and financial performance. The firm’s growth is considered to have a significant influence by managing the supply base only rather than the complete performance. The important role of supply chain management has pointed out the requirement of the firm to efficiently develop the supply chain to get the maximum result in terms of its performance and business outcome. The production procedures include many functions inside the company and the further period of the producer in the supply chain. However, it depends upon the whole supply chain to develop a procedure of easy and all possible product movement, the same case occurred to gain the desirable flexibility.

Embeddedness of individual expertise in professional business service relationships

AbstractThe study aims to create an understanding of the embeddedness of individual expertise in the customer relationships of professional business service firms. A theoretical pre‐understanding based on discussions of professional service business relationships in general and the role of individual experts in customer relationships, in particular, is assessed through a case study of a professional business services provider and four customer organizations. The study suggests that the embeddedness of individual expertise within professional services in business relationships manifest itself in four ways: (1) expertise embedded in knowledge of the service context, (2) expertise that can be transferred between organizational contexts, (3) expertise embedded in personal relationships, and (4) expertise embedded in the personal interactions that enable knowledge‐sharing. Each has implications for various activities performed by the parties and relationship management practices, which are also scrutinized in the present study. Also, the adoption of a new concept of personified service in business relationships is put forward. The study highlights that the reliance on personal expertise is not only a challenge for relationship management, as often suggested, but can also generate effectiveness in both customer and supplier relationship management.

E-CRM practices and customer satisfaction in insurance sector

On a global scale a number of insurers are competing and offering the customers a plethora of products. The customers are demanding quick and better service from the service providers. For the insurance companies to survive competition, they have to upgrade the quality, transparency and integrity to acquire and retain customers in long range. They need a set of offers and the value proposition to be delivered to the target potential customers, which needs a thorough market research to understand the needs of the customers and accordingly launching the products to match with customer’s expectation. Since the initiation of liberalization, privatization and globalization, successive governments have tried to keep pace with a rapidly changing global scenario. The doors for private participation were opened in a number of sensitive sectors, insurance being one of them. For the past few decades, insurance was looked upon as a tax-saving investment product. While the opportunity for the players is the huge untapped potential, the challenge is to establish a long-term reputation, also to serve the customers in a sophisticated way by introducing the innovative offerings. This research study is the based on impact of customer relationship management practices on insurance sector in Bangalore market. In this study customer’s opinions have been collected through a structured questionnaire to understand the effectiveness of CRM implementation in relation to the companies like AVIVA, LIC of India, ICICI prudential, Birla sun life and Reliance. Here to measure the customer satisfaction gained by above insurers, factor analysis and t test have been used considering the factors of satisfaction.

Customers’ Perception towards CRM Practices in reference to Organized Retail in India

Retailing being one of the fastest growing sectors is facing tremendous competition from domestic as well as foreign players. Customer retention is an area of serious concern for online as well as offline retailers in the Indian economy, driving players in the Indian business scenario to bring radical change in their CRM practices which affects their customers perception. Retailers are highly concerned in identifying the key drivers of service execution that model customer shopping satisfaction and enhance loyalty. Customer satisfaction & loyalty is an outcome of sound customer relationship management practices. Thus, to ensure the prolong survival in the highly aggressive retail business environment customer centric approach is hour’s need. This paper critically analyses Customer’s perception towards CRM practices with reference to organized retail in India. Major parameters such as reliability, product attributes, customer service, convenience and ambience are identified to evaluate the customer perception towards CRM practices. The relevance of each parameter is analyzed with special reference to both the formats of organized retailing i.e., online & offline. For in-depth analysis of each parameter in both the formats of retail, they are further divided into sub-parameters. A survey is conducted for collecting data about customers perception towards these parameters. A statistical tool two-way ANOVA is used to analyze the variation in customer perception between online and offline retail. Based on analysis and major findings of research a conceptual model is also being proposed to get a pictorial view of how these parameters are affecting customers perception towards online & offline retail.

What\u2019s important for relationship management? The mediating roles of relational trust and satisfaction for loyalty of cooperative banks\u2019 customers

Building on the corporate reputation model, this study investigates the drivers of customer-based corporate reputation. We consider two corporate reputation dimensions (i.e., the cognitive dimension competence and the affective dimension likeability, and their effects on customer satisfaction and loyalty). Adapting the model to the banking sector, we theoretically extend this model by reasoning that customer satisfaction and relational trust are mediators of the relationship between the two corporate reputation dimensions and loyalty. Studying a sample of 675 customers and members of cooperative banks in Germany, we find perceived attractiveness to be the most important driver of corporate reputation. Furthermore, we confirm a positive relationship between corporate reputation and loyalty, and a mediating effect of both satisfaction and relational trust. With our study, we give support for the proposition of customer satisfaction's as well as relational trust’s role as mediators of the relationship between corporate reputation and loyalty. With this research, we expand our knowledge on the well-known corporate reputation model, which has high relevance and important implications for marketing research and relationship management practice.

Customer Relationship Management and Service Quality in Assessing Customer Loyalty

Purpose: The purpose of this study is to analyze and increase customer loyalty through customer relationship management and good service quality.
 Design/methodology/approach: This study uses a quantitative descriptive method, with a sampling technique in the form of purposive sampling. Analysis using multiple linear regression.
 Findings: The results showed that customer relationship management is able to provide an important role in increasing customer loyalty. Providing good service quality is also able to increase customer loyalty.
 Research limitations/implications: This research has implications for the problems that exist in UD. Batik Manggur Probolinggo in overcoming customer loyalty problems.
 Practical implications: For investors or interested parties in overcoming customer loyalty, customer relationship management practices and service quality need to be maintained properly.
 Originality/value: This paper is original
 Paper type: Research paper

Understanding Customer Value in the Mobile Internet Era

The advent of mobile Internet era brings both opportunities and challenges to understanding customer value in the field of customer relationship management. Traditional customer relationship management theory and practice focus on the transaction value created by individual customers and do not take into consideration enough to the huge potential commercial value behind the interaction and connection among people by means of online social services in the mobile Internet era. Towards this end, this study first analyses the new characteristics of customer behaviour in the mobile Internet era. Second, the study proposes the integrated customer value model in three dimensions of purchase value, interactive value, and marketing diffusion value with 13 indicators based on the complex network theory and RFM model, considering the value created by connection and interaction among customers. Finally, the study discusses the eight types of customer clusters and the corresponding differentiate customer relationship management strategies in the era of mobile Internet based on the integrated customer value model. This study enriches the theory of customer value in the field of customer relationship management and also helps company better practice the innovation and change in the management of relationship with customer in the mobile Internet era.

Assessing the Influence of Loyalty Programs on Customer Satisfaction by Mobile Phone Users in Selected Public Universities in Western Region of Kenya

Customers have become more sophisticated and they are enjoying more alternative options of brands, for any organization, there is a need to understand what kind of service or products it offers, and for whom. Organizations have embraced the concept customer relationship management practices since it focuses on managing relationship between its current and prospective customer base hence helping in building long lasting relationships which consequently give the organization the joy of retained customers. The specific objective of study was to determine the effect of loyalty programs on customer satisfaction. The study was guided by the social exchange theory which focused on the fundamental principle that humans in social situations choose behaviors that maximize their likelihood of meeting self-interests in those situations. Descriptive and explanatory research designs were utilized in this study and the following networks were sampled; Safaricom, Airtel, Orange and, yuMobile A questionnaire was used to collect data from sample size of 250 respondents who were sampled from the staff of public universities in the Western region which included Moi, Masinde Muliro, Maseno, Jaramogi Oginga Odinga, University of Eldoret and Kisii University. Data collected was analyzed by use of descriptive and inferential statistics. Multiple regressions were used to establish the effect between customer relationship management practices, customer satisfaction and customer Retention. Further, Loyalty programs had significant effect on Customer satisfaction, also it was established that, Customer satisfaction was significant in predicting customer retention. The study recommends that service providers should put more emphasis on Customer Relationship Management Practices since they influence customer satisfaction and hence customer retention. The study provides new theoretical insight into factors influencing customer retention by incorporating customer satisfaction as a mediator in the relationship between Customer Relationship Management Practices and customer retention.

Impact of Perceived Value on Customer Satisfaction among Mobile Phone Users in Selected Public Universities in Kenya

Organizations need to understand what kind of service or products it offers, and for whom and as such organizations have embraced the concept customer relationship management practices since it focuses on managing relationship between its current and prospective customer base hence helping in building long lasting relationships which consequently give the organization the joy of retained customers. The specific objectives of study were; to determine the influence of Perceived Value on customer satisfaction. The study was guided by the social exchange theory which focused on the fundamental principle that humans in social situations choose behaviors that maximize their likelihood of meeting self-interests in those situations. Descriptive and explanatory research designs were utilized in this study and the following networks were sampled; Safaricom, Airtel, Orange and, yuMobile A questionnaire was used to collect data from sample size of 250 respondents who were sampled from the staff of public universities in the Western region which included Moi, Masinde Muliro, Maseno, Jaramogi Oginga Odinga, University of Eldoret and Kisii University. Data collected was analyzed by use of descriptive and inferential statistics. Multiple regressions were used to establish the effect between customer relationship management practices, customer satisfaction and customer Retention. The results revealed that Perceived value had significant effect on Customer satisfaction. Also, it was established that, Customer satisfaction was significant in predicting customer retention. The study recommends that service providers should put more emphasis on Customer Relationship Management Practices since they influence customer satisfaction and hence customer retention. The study provides new theoretical insight into factors influencing customer retention by incorporating customer satisfaction as a mediator in the relationship between Customer Relationship Management Practices and customer retention.

An Exploration of the Effect of Customer Relationship Management on Organizational Performance in the Banking Sector

The main objective of this paper is to test the linkages among customer relationship management (CRM) practices and organizational performance in Palestinian banking sector. This research relies on an online survey which was designed for gathering the data from several employees who serve in banking sector. A total of 223 responses were considered valid for data analysis using SPSS and partial least square approach (PLS-SEM). Overall, the findings verified that customer orientation and CRM organization have significant positive effects on organizational performance. The outcomes also confirmed that CRM technology and knowledge management play important roles in affecting organizational performance. These findings reveal that the current business environment requires organizations to continuously monitor and manage customer relationships effectively for achieving their long range objectives and responding to emerging challenges.