scholarly journals An analysis of CRM practices in the telecommunication industry in Iraq

2021 ◽  
Vol 23 (1) ◽  
pp. 453
Author(s):  
Hosam Alden Riyadh ◽  
Salsabila Aisyah Alfaiza ◽  
Abdulsatar Abduljabbar Sultan ◽  
Munadil K. Faaeq ◽  
Radyan Dananjoyo
Keyword(s):  
Customer Relationship Management ◽  
Qualitative Method ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Primary Data ◽  
Telecommunication Industry ◽  
Management Factors ◽  
Relationships Management

<p>Today, concerning the capacityto react straight for wardly to client demands and offer the client a profound experience that is customized and interactive, organizations in the telecommunication industry must have the capacity toset up, support and continue the connections toward long-term clients. This study attempts to analyze and observe the customer relationship management (CRM) practices that affectfirm performance telecommunication corporations. Thus, the study employed a qualitative method, the primary data were obtained using the questionnaire and the respondents consisted of 100 people. The results propose that customer relationships' management factors included the gathering of information, the processing of data, the management of information, the loyalty of customers, and the retention of customers with significantly related to the performance of a firm in the industry of telecommunication in Iraq.</p>

scholarly journals PECULIARITIES OF CUSTOMER RELATIONSHIPS MANAGEMENT: A CASE OF LITHUANIAN COMPANIES / SANTYKIŲ SU KLIENTAIS VALDYMO YPATUMAI: LIETUVOS ĮMONIŲ ATVEJIS

2014 ◽  
Vol 6 (1) ◽  
pp. 9-16
Author(s):  
Gintarė Bliujūtė ◽  
Renata Korsakienė
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Quality Requirements ◽  
Relationships Management

Increasing competition among companies, constantly growingproduct and service quality requirements, rapidly changing consumerbehavior, technology advancements and changes enablescustomer to make decisions which product or service to buy. Inthis context, customer relationship management is becoming animportant tool creating preconditions to maintain loyal customersand improve company’s performance. The paper analyzespeculiarities of customer relationship management in Lithuaniancompanies. In order to reveal motives and problems of customerrelationship management implementation the survey was carriedout. 82 companies participated in the survey. At the end of thepaper conclusions are presented. Didėjanti konkurencija tarp įmonių, nuolat griežtėjantys produktų ir paslaugų kokybės reikalavimai, sparčiaikintanti vartotojų elgsena, technologijų pažanga ir jų lemiami pokyčiai versle, sudaro sąlygas vartotojui rinktis – priimtisprendimus, kokią prekę ar paslaugą įsigyti. Šiame kontekste santykių su klientais valdymas tampa svarbia priemone, sudarančiaprielaidas išlaikyti vartotojus lojalius bei pagerinti įmonės veiklos rezultatus. Analizuojami santykių su klientais valdymoypatumai Lietuvos verslo įmonėse. Siekiant atskleisti santykių su klientais valdymo diegimo motyvus bei problemas,atliktas tyrimas – apklaustos 82 įmonės. Tyrimo rezultatai rodo, kad Lietuvos verslo įmonės supranta santykių su klientaisnaudą ir reikšmę, tačiau aktyvesnį santykių su klientais diegimą riboja tinkamos strategijos stoka bei darbuotojų priešiškumasgalimiems pokyčiams.

Applications of Customer Relationship Marketing in the UK Hospitality Industry

2010 ◽  
Vol 1 (4) ◽  
pp. 1-21 ◽  
Author(s):  
Geoff Lancaster ◽  
Diana Luck
Keyword(s):  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Hospitality Industry ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
The Uk

This paper aims to research the hospitality industry to gauge dimensions of Customer Relationship Management (CRM) that resonate with guests and employees. An uncovering of perceptual differences of hotel guests and employees was sought to assess its application within the London hotel industry and to investigate CRM as an emerging concept. The global hotel market contains many brands and partnerships, and CRM is significant, because differentiation becomes easier for those with potential to develop long-term customer relationships. Despite being differentiated by star ratings, most hotels in London offer similar core products and services. In this regard, development of relationships with customers can be considered emphatic to the London hotel industry. Methodologically, triangulation of data and theories was used in this paper to investigate staff and customers. A standardised questionnaire gauged elements regarded as being part CRM with the objective to assess differential CRM perceptions and their relevancy to the hotel industry in contemporary terms. Findings suggest CRM become an integral part of a hotel’s offerings and operations.

Social Customer Relationship Management (SCRM)

2017 ◽  
pp. 45-58 ◽  
Author(s):  
Ameen Al-Azzam ◽  
Rawan T. Khasawneh
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Management ◽  
Communication Tool ◽  
Information And Communication ◽  
Future Work

The organizations reach to their objectives by adopting an effective customer management strategy. Today, organizations have become aware that to reach their objectives its must focus on customer relationships, engagement and retention, not only to increase their market share. The development of information and communication technology (ICT) and in particular social networks enables an important communication tool with customer. Improving customer relationship by using social network is called social customer relationship management (SCRM). SCRM focused on establishing new channels with customers for better understanding of customers needs and build a long-term relationship with them. This chapter explores social customer relationship management and its general concepts including social media and customer relationship management. Also, it reviews the context of SCRM that aims to enhance customer relationship and make customers much more engaged. Conclusions and proposed future work are stated at the end.

scholarly journals An exploration on customer relationship management and its perspectives: aviation sector

2012 ◽  
Vol 1 (3) ◽  
pp. 203-207
Author(s):  
Malini D H
Keyword(s):  
Customer Relationship Management ◽  
Airline Industry ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Aviation Industry ◽  
Marketing Concept ◽  
The World ◽  
Acquisition Costs

The CRM approach has received increased attention as a marketing concept during the last decades (Sin et al.2005; Osarenkhoe and Bennani 2007; Wilson et al. 2002). By combining the abilities to respond directly to customer requests and to provide the customer with a highly interactive, customized experience. Organizations today have greater scope for establish, cultivate, and maintain long-term customer relationships than ever before. The ultimate goal is to transform these relationships into greater profitability by increasing repeat purchase rates and reducing customer acquisition costs. Indeed, this revolution in customer relationship management or CRM as it is called has been referred to as the new ―mantra‖ of marketing (Russell S. Winer 2001). The Indian aviation industry is identified as one of the fastest growing industry in the world with private airlines accounting for more than 75 per cent of the sector. It is noticed that the 9th largest position in the aviation market in the world is India. In the present study the effort has been made to examine and analyze the effects of CRM and its contribution towards airline industry and also to develop and clarify a conceptual framework integrating CRM constructs, and its implications on aviation industry.

scholarly journals Marketing Strategy Based on CRM (Customer Relationship Management) at PT. Great Food Prosperity in Tangerang City

2021 ◽  
Vol 4 (5) ◽  
pp. 26-35
Author(s):  
Toto Mujio Mukmin ◽  
Rodhiah Rodhiah ◽  
Wasino Wasino ◽  
Septihani Michella Wijaya ◽  
Patrice Febiyani Metty ◽  
...  
Keyword(s):  
Marketing Strategy ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Literature Study ◽  
Customer Data ◽  
Related Data

This study aims to produce a marketing model design based on CRM (Customer Relationship Management), in establishing long-term relationships with retailers and in increasing customer loyalty. The case study was conducted at PT Jaya Pangan Makmur which is engaged in the coffee business with the Harum Sweet brand. The implementation method with literature study, secondary and primary data was carried out to produce a model. The results of the activity show the marketing strategy design model based on CRM (Customer Relationship Management), in establishing long-term relationships with retailers, in introducing the existence of sweet fragrant coffee to the community. It is necessary to use information and communication technology to develop the functions of CRM which include strategic, operational and analytical functions. Customer-centered strategy that aims to win and retain customers, plays a strategic role in attracting and retaining its customers. Operations focuses on automating customer-facing processes such as sales, marketing, and customer service. Analytical CRM transforms customer-related data into customer-based data that is decrypted in the customer database program. It is important for companies to have customer data based, in order to maintain continuity of customers and ultimately reduce costs. The implementation of the Customer Relationship Management (CRM) program will help companies strengthen relationships with customers which can reduce costs and increase productivity and profitability in the business.

scholarly journals Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan pada Maskapai Penerbangan Garuda Indonesia Melalui Program Frequent Flyer

2019 ◽  
Vol 3 (6) ◽  
pp. 30
Author(s):  
Eva Dwi Sundari
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Frequent Flyer ◽  
Research Findings ◽  
Almost All ◽  
A Company

The aim of this study is to examine the effect of Customer Relationship Management (CRM) on customer loyalty on Garuda Indonesia airlines through frequent flyer programs. The study sample was taken from Garuda Indonesia passengers over the age of 18 years. Primary data was collected through convenience sampling. Regression analysis is used to test hypothese. There is the influence of Customer Relationship Management on Customer Loyalty on Garuda Indonesia airlines, there is a Frequent Flyer influence on customer loyalty on Garuda Indonesia airlines, there is a frequent flyer influence to moderate Customer Relationship Management to Garuda Indonesia Customer Loyalty, there is the effect of Customer Relationship Management, Frequent Flyer for Garuda Indonesia airlines. It is better if further research is conducted in the long term, so that Garuda Indonesia CRM can be explored more far. While Garuda Indonesia's services cover almost all of Indonesia and several other countries. The literature that discusses CRM is still not much so that the dimensions of dimension elaboration are still limited. Research findings reveal the need and importance of a company to continuously improve Customer Relationship Management. This study shows the need to emphasize the use of critical customer loyalty and to recognize the nature and importance of frequent flyer moderation effects. The value of this research is a combined and practical theory and finds four management implications and three practical implications.

Customer Relationship Management (CRM)

2009 ◽  
pp. 94-117
Author(s):  
Mahesh Raisinghani ◽  
Abdu Albur ◽  
Sue Leferink ◽  
Thomas Lyle ◽  
Stephen Proctor
Keyword(s):  
Customer Relationship Management ◽  
Business Strategy ◽  
Business Processes ◽  
Relationship Management ◽  
Internet Marketing ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Technical Solution ◽  
Strategic Implementation

This chapter discusses customer relationship management (CRM) as a customer-focused business strategy enhanced by technology that automates and enhances business processes to proactively manage profitable and long-term customer relationships. CRM solutions span a continuum of implementations from a narrow tactical implementation of a specific technical solution to a broad strategic implementation of a customer centric solution. Furthermore, the authors hope that understanding the underlying assumptions and theoretical constructs through the use of CRM will not only inform researchers of a better CRM design for studying e-commerce and Internet marketing, but also assist in the understanding of intricate relationships between different factors.

Applications of Customer Relationship Marketing in the UK Hospitality Industry

2012 ◽  
pp. 188-209
Author(s):  
Geoff Lancaster ◽  
Diana Luck
Keyword(s):  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Hospitality Industry ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
The Uk

This paper aims to research the hospitality industry to gauge dimensions of Customer Relationship Management (CRM) that resonate with guests and employees. An uncovering of perceptual differences of hotel guests and employees was sought to assess its application within the London hotel industry and to investigate CRM as an emerging concept. The global hotel market contains many brands and partnerships, and CRM is significant, because differentiation becomes easier for those with potential to develop long-term customer relationships. Despite being differentiated by star ratings, most hotels in London offer similar core products and services. In this regard, development of relationships with customers can be considered emphatic to the London hotel industry. Methodologically, triangulation of data and theories was used in this paper to investigate staff and customers. A standardised questionnaire gauged elements regarded as being part CRM with the objective to assess differential CRM perceptions and their relevancy to the hotel industry in contemporary terms. Findings suggest CRM become an integral part of a hotel’s offerings and operations.

Customer Relationship Management (CRM)

2010 ◽  
pp. 2055-2077
Author(s):  
Mahesh Raisinghani ◽  
Abdu Albur ◽  
Sue Leferink ◽  
Thomas Lyle ◽  
Stephen Proctor
Keyword(s):  
Customer Relationship Management ◽  
Business Strategy ◽  
Business Processes ◽  
Relationship Management ◽  
Internet Marketing ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Technical Solution ◽  
Strategic Implementation

This chapter discusses customer relationship management (CRM) as a customer-focused business strategy enhanced by technology that automates and enhances business processes to proactively manage profitable and long-term customer relationships. CRM solutions span a continuum of implementations from a narrow tactical implementation of a specific technical solution to a broad strategic implementation of a customer centric solution. Furthermore, the authors hope that understanding the underlying assumptions and theoretical constructs through the use of CRM will not only inform researchers of a better CRM design for studying e-commerce and Internet marketing, but also assist in the understanding of intricate relationships between different factors.

scholarly journals Customer Relationship Management In Banking Sector Case Study Of Conventional Banks

2021 ◽  
Vol 2 (6) ◽  
pp. 2136-2142
Author(s):  
Dennis Rydarto Tambunan ◽  
Heru Kreshna Reza ◽  
Melly Susanti ◽  
Sabri
Keyword(s):  
Customer Relationship Management ◽  
Financial Services ◽  
Customer Value ◽  
Banking Sector ◽  
Relationship Management ◽  
Secondary Data ◽  
Customer Relationship ◽  
Primary Data ◽  
Public Sector Banks ◽  
Conventional Banks

The importance of Customer Relationship Management (CRM) to help businesses acquire new customers, retain existing ones and maximize their lifetime value. This paper discusses the role of Customer Relationship Management in 4 bank units and the need for Customer Relationship Management to increase customer value by using several analytical methods in CRM applications. This paper attempts to identify the technological revolution witnessed by commercial banks and to what extent it has benefited banks to build better customer relationship management (CRM) services between public sector banks and private sector banks. The purpose of this study is 1) to analyze customer opinions about bank CRM in relation to service quality management. 2) To find out the customer's opinion about the bank's CRM on customer relationship management. This study uses primary and secondary data. Primary data will be collected by distributing structured questionnaires to conventional banks (Private and Government). Secondary data will be collected from records published by the financial services authority (OJS), standard textbooks and published research papers, and through web information. The primary data required will be collected from 6 banks in Bengkulu. In addition to collecting information from banks, it also collects information from the general public who have bank accounts.  

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