Relationship Management Strategies Research Articles

Effect of Customer Relationship Management Strategy on Customer Loyalty in The Insurance Sector in Kenya

Effect of Customer Relationship Management Strategy on Customer Loyalty in The Insurance Sector in Kenya

Golden Arches of Success: Enhancing Customer Relationship Management at McDonald's, Wide Angle, Ahmedabad

Customer Relationship Management (CRM) is crucial in the retail business, especially in the highly competitive fast-food sector. This research examines the customer relationship management (CRM) strategies used by McDonald's, Wide Angle in Ahmedabad. The objective is to get insights into their methods of managing customer relationships and improving corporate performance. The goals include evaluating current CRM strategies, identifying strengths and areas for improvement, and offering practical suggestions to increase CRM performance. The study used a qualitative research methodology, including semi-structured interviews with branch managers to get in-depth understanding of McDonald's customer relationship management (CRM) activities. The key results include McDonald's tactics for managing data, techniques for segmenting customers, avenues for contact, and programmes for fostering loyalty. The investigation demonstrates a significant focus on customisation, the use of technology, and the incorporation of client feedback methods. The strengths that have been highlighted include the implementation of comprehensive communication strategies and the successful implementation of loyalty programmes. On the other hand, the problems that need to be addressed are the integration of feedback into practical and effective initiatives.

Social media marketing, customer relationship management strategies, and e-commerce strategies: Basis for marketing performance framework

Social media marketing, customer relationship management strategies, and e-commerce strategies: Basis for marketing performance framework

“I felt so powerful to have this love in me”: A grounded theory analysis of the experiences of people living with and recovering from eating disorders while in diverse romantic relationships

Romantic partners have the potential to influence attitudes and behaviors related to body image and disordered eating. However, the role that romantic relationships can play in eating disorder (ED) recovery has not been comprehensively investigated. The present study aimed to explore the ways that people living with and recovering from EDs experience their romantic relationships, with the specific objective of developing a novel theoretical framework, grounded in the experiences of people in diverse romantic relationships, to guide future research on the topic. Semi-structured individual interviews were conducted with 66 people (45 cisgender women, 11 cisgender men, 9 nonbinary people, and 1 transgender man) living with and recovering from EDs while in romantic relationships. Our grounded theory analysis yielded a theoretical model of ED management in romantic relationships, revealing that Individual and Relationship Characteristics intersected with Relationship-Related Stressors and were navigated using Eating Disorder and Relationship Management Strategies. Combined with Partner Support and Tensions, these management strategies were related to Relationship and Mental Health Outcomes, which affected and were affected by Future Concerns. Future researchers should continue to build on, expand, and modify this model and further explore the role of romantic relationships in the experience of people living with EDs.

INFLUENCE OF THE CHARACTERISTICS OF SMALL AND MEDIUM FAMILY BUSINESSES ON CRM IMPLEMENTATION: A CASE STUDY

Purpose: This paper aims to explore the customer relationship management (CRM) strategies adopted by Family Small and Medium Entreprises (SME), while highlighting the impact of their characteristics and their assets on the choice and the adoption of these CRM strategies. Methodology: Since the unique case study approach allows in-depth, multi-faceted explorations of complex issues, we opted for it as a research strategy in order to develop a detailed understanding of the problem. Therefore, an in-depth case study was carried out within a small and medium family business in Morocco. Findings: Through this study, we have highlighted causal links between the characteristics and specificities of the family SMEs and their impacts on the adoption and implementation of CRM tools and strategies. While some characteristics linked to the nature of family SMEs such as participatory management style, familiness, the desire to transmit the business to future generations and proximity to customers constitute assets for the implementation of CRM, other characteristics, such as the desire to maintain financial independence and recruitment policies that are most often in favor of family members despite their competence, can negatively influence the implementation of successful CRM projects. Implications for Theory and Practice: The results of the present paper allow the authors to draw conclusions that are relevant to both academics and practitioners. As for the theoretical implications, this study highlights the relationship between the characteristics of family SMEs and the choice and implementation of CRM strategies, while relying on their strengths. Furthermore, developing a good understanding of the specificity of CRM adoption and implementation approaches within family SMEs has important managerial implications for family SME decision-makers, as it can help them make better decisions regarding the choice of relevant CRM strategies and to optimize the deployment of available human, financial and technological resources, while relying on their socio-emotional wealth and their motivation to perpetuate the company. Originality: This paper is one of the first to explore CRM strategies adopted by family SMEs. The authors present a conceptual framework that can help researchers and practitioners better understand how the family business nature can influence decisions about CRM tools and strategies implementation.

Examining the Role of FinTech Services on Customers Retention of Islamic Banks in Pakistan: An Empirical Assessment

The objective of this research is to examine the influence of several variables, such as fintech payments, advisory services, and fin-tech financing, on the retention of customers in Islamic banks. The researcher used quantitative research design and positivistam philosophy to conduct this research. The target population comprises Islamic banking customers, with the sample drawn from 300 individuals holding accounts in the Punjab province of Pakistan. Data collection was facilitated through an adopted questionnaire administered to respondents. The findings reveal a significant impact of FinTech Payments, Advisory Services, and FinTech Financing on customer retention within the Islamic banking industry, showcasing the importance of these elements in shaping customer loyalty. This study stands out for its comprehensive examination of various facets related to FinTech and their direct and indirect effects on customer retention within the unique context of Islamic banking. However, it's crucial to acknowledge a limitation regarding the generalizability of the results beyond the studied population. Despite this constraint, the research offers valuable insights for Islamic financial institutions aiming to bolster customer retention through strategic utilization of FinTech-related elements and the cultivation of trust among their clientele. By embracing these findings, Islamic banks can enhance their customer relationship management strategies and maintain a competitive edge in the evolving financial landscape.

Assessment of CRM and E-Marketing Strategies on Agri-SMEs Performance in Bauchi State, Nigeria

Nigeria's economy depends heavily on its agriculture industry; however, some obstacles prevent Small and Medium Enterprises from growing and being sustainable, especially in states like Bauchi. Although customer relationship management and e-marketing strategies can address these issues, there are still a number of obstacles preventing their widespread implementation. This study investigates the variables that influence the implementation of these strategies and their effects on the performance of Agri-SMEs in Bauchi State, Nigeria. Data from a sample of 150 Agri-SME operators in Bauchi State were gathered using a quantitative research approach and structured questionnaires. While regression analysis was used to test the hypotheses. The regression coefficients and average scores obtained from the study indicate a low R-square value and absence of statistically significant variables in the model, indicative of a weak predictive potential. The study concludes that although CRM and e-marketing have the potential to benefit Agri-SMEs, it is unclear how they would affect performance in Bauchi State. Future priority areas include nonlinear interactions, complex corporate settings, and the necessity of comprehensive strategies, capacity building, and governmental assistance. To facilitate the successful implementation of digital strategies in agriculture, Agri-SMEs should focus on comprehensive strategy formulation and capacity building, and policymakers should prioritise infrastructure and policy assistance.

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.

Implementation of Customer Relationship Management (CRM) Strategy in Increasing the Loyalty of Non-Pawn Customers at PT Pegadaian Lempuyangan Branch

Economic activities in each country are closely related to financial issues. In the pawn and credit sector, there is very tight competition at the moment, this is also realized by PT Pegadaian Lempuyangan Branch. Therefore, the company's focus must be increased in increasing customer loyalty and delivering value. The purpose of this writing is to determine the increase in non-pawn customer loyalty at PT Pegadaian Lempuyangan Branch resulting from the implementation of the Customer Relationship Management (CRM) strategy. The qualitative method was chosen as the method used in this writing. The data collection techniques involved in this writing are in the form of observations and interviews with internal and external parties of the company. The data that has been collected will then be analyzed using content analysis techniques. As a result, Customer Relationship Management was found to have a significant and real impact on customer loyalty, especially in owning the products offered by the company. Customer Relationship Management is very important to maintain added value and ensure the company's survival. In implementing Customer Relationship Management to increase customer loyalty, companies need to consider customer needs when making product offers, especially non-pawn products. This can be done by increasing the use of social media platforms for offers and improving the service features available on the Pegadaian Digital application for transaction services.

A Bibliographic Review to Identify Trend Topics and Sustainability of Customer Relationship Management Strategies

Customer relationship management (CRM) describes the standards that a company adheres to when interacting with customers. This bibliometric analysis will draw the attention of researchers toward CRM. Since the COVID-19 pandemic, CRM has become a relevant topic for all marketers, whether online or offline. This study will also help to evaluate the relationships between various articles and the degree of cooperation among various authors, universities, and countries in the field of CRM studies to determine the sustainability and trending topics in various fields of CRM and CRM strategies on customers’ purchase intentions over the period 2000 to 2022. Biblioshiny, a web-based tool for bibliometric analysis, was used in this study to analyze a sample of 828 papers pulled from the Scopus database and the Web of Science between 2000 and 2022 that contained the keywords “customer relationship management,” “customer relationship management strategies” to identify the development and trending topics in customer relationships. The phrase “customer relationship management” is strongly connected to many other terms like “customer relationship management strategies,” “CRM,” “customer satisfaction,” “e-CRM,” “customer loyalty,” and many more that have emerged as important subtopics in this discipline over the past 2 decades. This research will be also useful for new researchers to perform more research on CRM in many different fields also.

Redefining agile supply chain practices in the disruptive era: a case study identifying vital dimensions and factors

Purpose This paper aims to uncover the key enablers of an agile supply chain in the manufacturing sector amidst disruptions such as pandemics, trade wars and cross-border challenges. The study aims to assess the applicability of existing literature to manufacturing and identify additional industry-specific enablers contributing to the field of supply chain management. Design/methodology/approach The research methodology is comprehensively described, detailing the utilization of extent literature and semistructured interviews with mid- and top-level executives in a supply chain. The authors ensure the robustness of the data collection process and results interpretation. Findings The study identifies six essential dimensions of an agile supply chain: information availability, design robustness, external resource planning, quickness and speed, public policy influencing skills and cash flow management. The study provides valuable insights for industry professionals to develop agile supply chains capable of responding to disruptions in a rapidly changing world. Research limitations/implications This study is limited by its focus on the manufacturing sector, and future research may explore the applicability of these findings to other industries. By focusing on these essential dimensions identified in the study, managers can develop strategies to improve the agility and responsiveness of their supply chains. In addition, further research may investigate how these enablers may vary in different regions or contexts. Practical implications The COVID-19 pandemic has forced executives to reconsider their sourcing strategies and reduce dependence on suppliers from specific geographies. To ensure business continuity, companies should assess the risk associated with their suppliers and develop a business continuity plan that includes multisourcing their strategic materials. Digital transformation will revolutionize the supply chain industry, allowing for end-to-end visibility, real time insights and seamless integration of business and processes. Companies should also focus on creating a collaborative workforce ecosystem that prioritizes worker health and well-being. Maintaining trust with stakeholders is crucial, and firms must revisit their relationship management strategies. Finally, to maintain business leadership and competitiveness during volatile periods, the product portfolio needs to be diversified and marketing and sales teams must work in tandem with product teams to position new products accordingly. Social implications This work contributes substantially to the literature on supply chain agility (SCA) by adding several new factors. The findings result in a more efficient and cost-effective supply chain during a stable situation and high service levels in a volatile situation. A less complex methodology for understanding SCA provides factors with a more straightforward method for identifying well-springs of related drivers. First, the study contributes to reestablish the factors such as quickness, responsiveness, competency, flexibility, proactiveness, collaboration and partnership, customer focus, velocity and speed, visibility, robustness, cost-effectiveness, alertness accessibility to information and decisiveness as applicable factors for SCA. Second, the study suggests a few more factors, such as liquidity management, Vendors’ economic assessment and economic diversity, that are the study’s unique contributions in extending the enablers of SCA. Finally, public policy influencing skills, local administration connects and maintaining capable vendors are the areas that were never considered essential for SCA. These factors have emerged as a vital operational factor during the lockdown, and academicians may consider these factors in the future to assess their applicability. Originality/value This study provides new insights for decision-makers looking to enhance the resilience and agility of their supply chains. The identification of unique enablers specific to the manufacturing industry contributes to the existing body of literature on agile supply chains in the face of disruptions.

Pemanfaatan Data Transaksi Untuk Mewujudkan Kepuasan Pelanggan, Brand Awareness Dan Loyalitas Pelanggan

Business development and growth is the ultimate target of establishing a company. Apart from being sales data, transaction data can also be a company asset that can be used for operational management and marketing strategies. For operational purposes, transaction data that reflects customer capabilities and conditions can be used for inventory management purposes by predicting the need for raw materials to guarantee the availability of products or services within a certain period of time according to customer needs. Companies can also develop products according to customer needs and minimize unnecessary expenses resulting from excessive procurement of raw materials. For marketing purposes, transaction data can be a reference for determining demographic customer characteristics. Customer characteristics can be used as a tool to determine current customer segments and how to provide maximum service to customers. The overall condition of customers will be valuable information for companies in carrying out marketing strategies. This research will explain how to utilize sales transaction data during a certain period using qualitative methods to achieve customer satisfaction through good raw material inventory management and appropriate product and service development, creating brand awareness (customer awareness of the brand) through digital marketing (digital marketing) and customer loyalty through customer relationship management strategies in the Exist Autodetailing Yogyakarta vehicle body maintenance business.

A Comprehensive Review of COVID-19-Infection- and Steroid-Treatment-Associated Bone Avascular Necrosis: A Multi-Study Analysis

Background: The COVID-19 pandemic has presented numerous challenges to the global healthcare system and emerging evidence suggests a potential link between COVID-19 treatment, specifically steroid therapy, and the development of avascular necrosis (AVN) of the hip. This review aims to provide a comprehensive overview of recent studies and case reports investigating the relationship between COVID-19, corticosteroid therapy, and the development of AVN. Understanding the nuances of AVN in the context of COVID-19 is crucial for healthcare professionals to navigate treatment decisions and mitigate potential complications. Materials and Methods: The Preferred Reporting Items for Systematic Reviews and a Meta-Analysis (PRISMA) were used in the systematic review until 1 September 2023. The full texts of the remaining twenty-three (n = 23) articles were independently reviewed by the authors of this review. Conclusions: The association between steroid therapy for COVID-19 and the development of hip AVN is a noteworthy concern even though no relationship is evident between the duration of treatment, cumulative dosage of medication, maximum daily dosage received, and presence of AVN. Further research with larger cohorts and long-term follow up is needed to better understand the causative relationship and optimal management strategies for hip AVN in the context of COVID-19 and steroid therapy.

APPLICATION OF CUSTOMER RELATIONSHIP MANAGEMENT ON A WEBSITE

Building material distribution is the business of PT. Kejora Inti Mas. The corporation engages in limited customer interaction and has a narrow target market since it adheres to traditional business methods. To build solid client relationships, broaden target markets, and boost competitiveness, businesses need websites that include a customer relationship management (CRM) strategy. PT. Kejora Inti Mas is implementing the CRM strategy by integrating various features such as live chat support, product recommendations, subscriber features, email notifications for order statuses, customer testimonials, rewards programs, live chat support, seamless integration with WhatsApp chats, and shipping cost calculation. The system is being developed using the Rapid Application Development (RAD) approach, which consists of three steps: system design, system implementation, and requirements planning. The system was implemented for a month before Keywords: Customer Relationship Management, Website, Rapid Application Development.

The Use of Material and Supply Chain Management and Service Organization to Reduce Inventory Levels While Providing Adequate Service to Customers

In the dynamic landscape of service organizations, effective Material and Supply Chain Management (MSCM) plays a pivotal role in achieving operational efficiency, cost reduction, and superior customer service. This research paper delves into the strategic application of MSCM practices to streamline inventory management processes within service-oriented industries, emphasizing the delicate balance between minimizing stock levels and meeting customer service expectations. The research aims to explore the various methodologies and technologies employed in service organizations to enhance material and supply chain operations. Emphasis will be placed on understanding how advanced technologies, data analytics, and automation contribute to minimizing excess inventory while concurrently ensuring prompt and satisfactory customer service. Key areas of investigation include the adoption of just-in-time inventory systems, demand forecasting models, and supplier relationship management strategies. The paper will critically assess case studies and industry best practices to draw insights into successful MSCM implementations and their impact on inventory levels, service quality, and overall organizational performance. Furthermore, the study will address challenges associated with implementing MSCM in service organizations, such as the inherent variability in service demand, the importance of real-time data integration, and the role of collaboration between various stakeholders within the supply chain. The anticipated outcomes of this research include providing service organizations with a comprehensive understanding of the benefits, challenges, and strategic considerations associated with adopting robust MSCM practices. The findings aim to contribute valuable insights to both academia and industry professionals seeking to optimize their material and supply chain processes for improved inventory management and enhanced customer service delivery. International Journal of Scientific Research in Engineering and Management (IJSREM) Volume: 08 Issue: 01 | January - 2024 SJIF Rating: 8.176 ISSN: 2582-3930 © 2024, IJSREM | www.ijsrem.com DOI: 10.55041/IJSREM28288 | Page 2 Keywords:Material and Supply Chain Management (MSCM),Service organizations,Inventory optimization,Customer service,Just-in-time inventory,Demand forecasting,Supplier relationship management

Vertical Coopetition: Effect of Supplier Relationship Management Strategies on Supplier Involvement in New Product Development

In the complex “vertical coopetition” relationship, this article aims to explore how manufacturers develop supplier relationship management (SRM) strategies to motivate supplier involvement in their new product development (NPD) activities. It investigates the influence of two competitive and cooperative SRM strategies (introducing competition for suppliers and holding supplier shares) on coinnovation performance which is the result of supplier involvement measured in a time-lagged manner. This article used the panel data on the Japanese automobile industry from 1994 to 2016 with fixed-effect negative binomial regression analysis. The results shed light on the inverted U-shaped effect of introducing competition for suppliers and the positive effect of holding supplier shares on coinnovation performance. They also indicate that holding supplier shares can weaken the curved role of introducing competition in coinnovation, but the inverted U-shape persists. Holding a high proportion of a supplier's shares and simultaneously introducing moderate competition for the supplier would be a relatively better strategy for increasing supplier involvement in NPD and coinnovation. The findings provide insights into strategic sourcing and contribute to the interfirm coopetition literature by focusing on vertical buyer-SRM strategies and their roles in supplier involvement in NPD.

Leveraging Marketing Automation to Enhance Customer Relationship Management and Improve Management Performance in MSME B2B

This study aimed to explore the impact of using marketing automation in customer relationship management strategies and ultimately improving management performance in the context of B2B Micro, Small and Medium Enterprises (MSMEs). The research method involved primary data collection using a quantitative approach and a non-probability sampling method, specifically purposive sampling, on 105 samples that actively use marketing automation tools. The analysis technique used was Structural Equation Modeling (SEM) with the help of Lisrel 8.80 software. The results show that marketing automation has a positive and significant impact on B2B customer relationship management, with reach of message as the most dominant indicator, contributing 65.61%. Furthermore, B2B customer relationship management also has a positive and significant effect on Marketing Performance, where improving the quality of customer relationships is the most dominant indicator at 77.4%, and the most dominant indicator in shaping marketing performance is having a larger market, accounting for 42.25%. The conclusion of this study is that the use of marketing automation in customer relationship management strategies can improve the marketing performance of B2B-based MSMEs.

Parent-Child Relationship Management Strategies and Reintegration of Street Children in Rwanda; A Case of Gasabo District, Rwanda

Parent-Child Relationship Management Strategies and Reintegration of Street Children in Rwanda; A Case of Gasabo District, Rwanda

Implementation of strategic alliance in developing supplier relationships for sustainable procurement

The relationship between economic development and environmental pollution has become a crucial global concern. In the last three decades, the manufacturing sector has witnessed a growing need for preserving resources, adopting renewable energy sources, enhancing water infrastructure, and minimizing the release of greenhouse gases due to its escalating environment impact. The ability of decision-makers to analyse complicated cause and effect linkages between criteria and take appropriate actions based on such analysis is critical to decision-making efficiency. This research integrates DEMATEL and ANP methods that support decision-making by evaluating 3 factors and 15 selected subfactors. First, the DEMATEL method is used to determine the interrelationships between the predetermined main criteria. The ANP methodology is then used to determine the local weights of the components and subfactors based on the cause-and-effect correlations derived via the DEMATEL method. The local weights are input into the ANP matrix, and the calculation is run to determine a supplier relationship management strategy. The ANP calculation resulted in the alliance strategy as the priority strategy. This study contributes to finding key factors in evaluating sustainable supplier criteria for supply chain sustainability in the leather products industry, including cost, quality, financial capability, labour practices, green competence, and green image. Strategy implementation is provided based on the selected strategy concept.

Parent-Child Relationship Management Strategies and Reintegration of Street Children in Rwanda; A Case of Gasabo District, Rwanda

Parent-Child Relationship Management Strategies and Reintegration of Street Children in Rwanda; A Case of Gasabo District, Rwanda