Customer relationship management and firm performance: the mediating role of business strategy

2009 ◽  
Vol 38 (3) ◽  
pp. 326-346 ◽  
Author(s):  
Martin Reimann ◽  
Oliver Schilke ◽  
Jacquelyn S. Thomas
Keyword(s):  
Firm Performance ◽  
Customer Relationship Management ◽  
Business Strategy ◽  
Relationship Management ◽  
Customer Relationship ◽  
Mediating Role

Improving Customer Relationship Management Through Business Intelligence

2014 ◽  
Vol 13 (02) ◽  
pp. 1450015 ◽  
Author(s):  
Meliha Handzic ◽  
Kursad Ozlen ◽  
Nermina Durmic
Keyword(s):  
Customer Relationship Management ◽  
Business Intelligence ◽  
Business Strategy ◽  
Relevant Literature ◽  
Relationship Management ◽  
Customer Relationship ◽  
Current Investigation ◽  
East Europe ◽  
Competitive Actions

This paper examines empirically the role of business intelligence (BI) in customer relationship management (CRM). Drawing on relevant literature on BI and CRM, the research model for the current investigation proposes that BI approaches of an organisation and its competition influence organisational business strategy which in turn impacts its customer strategy. The model is tested empirically using survey data of 165 respondents from 73 different private and state owned businesses operating in a transitional economy of East Europe. Empirical evidence confirms a key role of BI in CRM through its impact on organisational business and customer strategies development. Such findings make two important contributions. For research, they provide an improved understanding of the factors and processes involved in realising benefits from BI. For practice, they show managers how BI can be leveraged to achieve performance gains through competitive actions. Further research is recommended to confirm and extend the current investigation.

scholarly journals Marketing Performance Sustainability in the Jordanian Hospitality Industry: The Roles of Customer Relationship Management and Service Quality

2022 ◽  
Vol 14 (2) ◽  
pp. 803
Author(s):  
Jassim Ahmad Al-Gasawneh ◽  
Khalid N. AlZubi ◽  
Marhana Mohamed Anuar ◽  
Siti Falindah Padlee ◽  
Adnan ul-Haque ◽  
...  
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Mediating Role ◽  
Marketing Performance ◽  
Performance Dimensions ◽  
The Relationship ◽  
Key Customer

This study examines the mediating role of service quality between customer relationship management (CRM) performance dimensions and the marketing performance of Jordanian hotels using resource-based view theory and contingency theory. A self-administered survey was conducted on 162 general managers of hotels in Jordan. The data were analyzed using partial least squares structural equation modelling. The findings of the study indicated that service quality mediated the relationship between the CRM performance dimensions (key customer focus, CRM knowledge management, CRM organization, and CRM-based technology) and the marketing performance of Jordanian hotels. This study provides significant contributions to theory and practice. From a theoretical perspective, this study fills in the literature gaps by providing insights about the mediating role of service quality in the relationship between customer relationship management performance dimensions and marketing performance. For managerial contributions, this study suggested that hotels can enhance their marketing performance by focusing on service quality and customer relationship management performance dimensions, especially the key customer focus dimension.

A Conceptual Framework Illustrating the Effects of E-CRM on Customer Loyalty

2019 ◽  
pp. 123-134
Author(s):  
Maysam Saifi
Keyword(s):  
Conceptual Framework ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Business Strategy ◽  
Banking Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Support

Customer relationship management (CRM) is recognized as a business strategy to identify the most profitable customers in the banking industry and to devote time and attention to gain their loyalty. The purpose of this chapter is to propose a conceptual framework representing sub-factors of electronic customer relationship management (e-CRM) and customer loyalty as a base model to examine the effect of e-CRM on customer loyalty. E-CRM is a well-structured and systematized process of CRM that automatizes processes of marketing, sales, and customer service. This study helps us to have a better understanding of the role of e-CRM in customer loyalty in Tejarat Bank. The main focus is on e-CRM including factors such as e-banking, customer support, security, and additional services.

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