The acceptance and use of customer relationship management (CRM) systems: An empirical study of distribution service industry in Taiwan

2011 ◽  
Vol 38 (1) ◽  
pp. 579-584 ◽  
Author(s):  
Jung-Chi Pai ◽  
Fu-Ming Tu
Keyword(s):  
Empirical Study ◽  
Customer Relationship Management ◽  
Service Industry ◽  
Relationship Management ◽  
Customer Relationship

scholarly journals CONSTRUCTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN RETAIL BUSINESS

2019 ◽  
Vol 12 (2) ◽  
pp. 297
Author(s):  
Robert Kristaung ◽  
Murtanto Murtanto
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Service Industry ◽  
Relationship Management ◽  
Total Sample ◽  
Customer Relationship ◽  
Managerial Implication ◽  
Fifth Dimension ◽  
Retail Business ◽  
Retail Service

<p>This article aims to construct the dimensions of customer relationship management (CRM), which consists of processes, preferences, customization, readiness, and capability in the retail service industry. With a total sample of 257, the results of testing using Structural Equation Modelling show that the fifth dimension of CRM construction contributes significantly to the construction of CRM.The findingsof the study on the construction of CRM customizationshow that there is still a weaknesses in registering valuable loyal customers. The collapse of conventional retail business is caused by not putting the priority of detecting valuable old customers This weaknessbecomes the strength of online retailers who are able to get traditional retail customers to switch to online platforms. CRM customization is also a crucial managerial implication for conventional, digital retailers and digital-conventional retail formats.</p>

scholarly journals The Effect of e-CRM on Customer Satisfaction: An Empirical Study of Online Shopping

2015 ◽  
Vol 1 (2) ◽  
pp. 142-152
Author(s):  
Gurmeet Singh Sain ◽  
Sushil Kumar
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Conceptual Model ◽  
Customer Relationship Management ◽  
Online Shopping ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship

One of the key developments in marketing has been the advent of electronic customer relationship management (e-CRM) systems, designed primarily to create and manage long lasting customer relationships. To remain competitive in this internet based environment it is imperative to attract new customers and increase customer’s retention and to achieve these objectives it is crucial to implement e-CRM. The study was aimed to identify the effect of e-CRM strategies on customersatisfaction in context of online shopping. This study is based on 150 respondents and analysis confirms the conceptual model that convenience, trust and security have significant effect on customer satisfaction. This study enables managers and marketers to implement the e-CRM in the best shape and match it with current needs and requirements of consumers. The conclusions suggest that if organizations want to get the most from their e-CRM implementations they need to revisit thegeneral principles of usability and resistance which should be applied thoroughly and consistently.

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