Assessing the Effect of Customer Relationship System and State of Relationship Quality Effect with Customer Life Cycle : Case Study Saderat Bank of Rasht

2013 ◽  
Vol 2 (10) ◽  
pp. 25-29
Author(s):  
Hamid Reza Alipour Shirsavar ◽  
Amin Torabi ◽  
Ali Dalir Saber Jalali ◽  
Ali Nemati ◽  
Meysam Borjali zadeh ◽  
...  
Keyword(s):  
Life Cycle ◽  
Relationship Quality ◽  
Customer Relationship ◽  
Customer Life Cycle

Customer Relationship Management as a Customer-Centric Business Strategy

2015 ◽  
pp. 182-218
Keyword(s):  
Life Cycle ◽  
Customer Service ◽  
Business Strategy ◽  
Customer Value ◽  
Life Cycle Management ◽  
Customer Relationship ◽  
Strategic Integration ◽  
Customer Life Cycle ◽  
Strategic Objective ◽  
Company Culture

CRM is fundamentally essential for the future of the company. CRM technologies enable the company to understand customer behavior better, predict their future behavior, deliver customized customer experience, and establish long-term customer relationships. However, considering that CRM is only limited with technology would be a big mistake for the company. Companies cannot deliver outstanding customer value, service, and experiences only through investing in CRM technologies. Strategic integration of CRM philosophy into company culture and operating processes are required to deliver superior customer service and experience. In the absence of CRM strategy, companies fail to harvest the benefits of CRM. The main purpose of this chapter is to discuss the characteristics as well as the strategic objective of CRM strategy. This chapter explains the customer life cycle management and proposes a holistic framework for customer life cycle management. This chapter ends with discussing the strategies to turn customers into assets and create devoted customers.

scholarly journals Mapping the Patient’s Journey in Healthcare through Process Mining

2020 ◽  
Vol 17 (18) ◽  
pp. 6586
Author(s):  
Michael Arias ◽  
Eric Rojas ◽  
Santiago Aguirre ◽  
Felipe Cornejo ◽  
Jorge Munoz-Gama ◽  
...  
Keyword(s):  
Life Cycle ◽  
Process Mining ◽  
Customer Experience ◽  
Customer Journey ◽  
Customer Life Cycle ◽  
Patient’S Experience ◽  
Healthcare Process ◽  
Or Organization ◽  
A Company

Nowadays, assessing and improving customer experience has become a priority, and has emerged as a key differentiator for business and organizations worldwide. A customer journey (CJ) is a strategic tool, a map of the steps customers follow when engaging with a company or organization to obtain a product or service. The increase of the need to obtain knowledge about customers’ perceptions and feelings when interacting with participants, touchpoints, and channels through different stages of the customer life cycle. This study aims to describe the application of process mining techniques in healthcare as a tool to asses customer journeys. The appropriateness of the approach presented is illustrated through a case study of a key healthcare process. Results depict how a healthcare process can be mapped through the CJ components, and its analysis can serve to understand and improve the patient’s experience.

Customer value co-creation over the relationship life cycle

2018 ◽  
Vol 28 (3) ◽  
pp. 336-355 ◽  
Author(s):  
Jesus Cambra-Fierro ◽  
Iguacel Melero-Polo ◽  
F. Javier Sese
Keyword(s):  
Life Cycle ◽  
Relationship Quality ◽  
Financial Services ◽  
Customer Value ◽  
Customer Relationship ◽  
Business Strategies ◽  
Specific Situation ◽  
Content Type ◽  
Pass Through ◽  
The Relationship

PurposeDrawing from the theory of relationship dynamics, the purpose of this paper is to investigate how the relationship life cycle moderates the link between relationship quality and customer value co-creation. As customer-firm relationships pass through different stages (exploration, buildup, maturity, and decline) characterized by distinct customer behaviors, this study proposes a dynamic conceptual framework.Design/methodology/approachA questionnaire was administered in financial services firms. The final valid sample comprised 2,000 individuals. Subjective customer information from the questionnaire was combined with objective data that the financial entity provided.FindingsThe results demonstrate that the relationship life cycle plays a key moderating role, revealing that, in the buildup and maturity stages, the influence of relationship quality on customer value co-creation is stronger than in the decline stage. However, for customers in the exploration stage, relationship quality does not lead to customer value co-creation behaviors.Practical implicationsAs customer relationship stages are constantly evolving, this study provides companies with additional interesting tools to personalize business strategies and to adapt marketing investments to the specific situation of customers.Originality/valueTo the authors’ knowledge, this is the first study to consider how the relationship life cycle influences the strength with which relationship quality promotes customer value co-creation.

CRM software success: a proposed performance measurement scale

2015 ◽  
Vol 19 (4) ◽  
pp. 856-875 ◽  
Author(s):  
Wander Trindade Venturini ◽  
Óscar González Benito
Keyword(s):  
Life Cycle ◽  
Firm Performance ◽  
Performance Measurement ◽  
Customer Service ◽  
Customer Relationship ◽  
Product Launch ◽  
Measurement Scale ◽  
Software Performance ◽  
Content Type ◽  
Customer Life Cycle

Purpose – This article aims to seek to provide a performance measurement scale for customer relationship management (CRM) software. The CRM concept is wide, yet prior literature offers only specific approaches. This scale goes beyond specific scenarios, to cover the various perspectives on CRM and provide quantitative validation of the measures. Design/methodology/approach – This paper describes the complete process for conceptualizing and operationalizing this reflective second-order construct, including a thorough literature review, qualitative research and a quantitative study with 208 companies that have implemented CRM software. Findings – Three main, interconnected constructs emerge to measure CRM software performance: customer life cycle, firm performance and operational performance. Retention, loyalty and satisfaction indicators form the customer life-cycle dimension. Firm performance refers to market share, efficiency, product adaptation, and new product launch indicators. The operational dimension includes improvement in sales performance, marketing campaigns, customer service and analysis of customer information. Research limitations/implications – This scale guides every element involved in CRM software implementation, toward a common objective. Practical implications – The CRM scale supports CRM software industry players and firms that intend to implement CRM software. The three model constructs provide guidelines about which improvements should be noted with a CRM implementation. Social implications – This scale help the companies who intend to implement CRM software conduct their agreement with the other parts involved (consultants, software developers and the firm). Originality/value – This paper meets an identified need, namely, to provide a CRM software performance measurement scale. The huge, unique sample is exclusive and obtained from a dedicated CRM software developer.

Customer Relationship Management as a Customer-Centric Business Strategy

2017 ◽  
pp. 649-685
Author(s):  
Süphan Nasır
Keyword(s):  
Life Cycle ◽  
Customer Service ◽  
Business Strategy ◽  
Customer Value ◽  
Life Cycle Management ◽  
Customer Relationship ◽  
Strategic Integration ◽  
Customer Life Cycle ◽  
Strategic Objective ◽  
Company Culture

CRM is fundamentally essential for the future of the company. CRM technologies enable the company to understand customer behavior better, predict their future behavior, deliver customized customer experience, and establish long-term customer relationships. However, considering that CRM is only limited with technology would be a big mistake for the company. Companies cannot deliver outstanding customer value, service, and experiences only through investing in CRM technologies. Strategic integration of CRM philosophy into company culture and operating processes are required to deliver superior customer service and experience. In the absence of CRM strategy, companies fail to harvest the benefits of CRM. The main purpose of this chapter is to discuss the characteristics as well as the strategic objective of CRM strategy. This chapter explains the customer life cycle management and proposes a holistic framework for customer life cycle management. This chapter ends with discussing the strategies to turn customers into assets and create devoted customers.

scholarly journals CUSTOMER INTIMACY VALUE STRATEGY BY IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT

2020 ◽  
Vol 1 (1) ◽  
pp. 1-9
Author(s):  
Siti Asiyah
Keyword(s):  
Life Cycle ◽  
Customer Relationship Management ◽  
Focal Point ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Life Cycle ◽  
Crm System ◽  
Value Strategy ◽  
Customer Intimacy

This article talks about a lot of systems to transform customers into resources proposed for organizations while making faithful customers. The technique that is the focal point in this article is customer Relationship Management (CRM). This is on the grounds that without a CRM system, organizations neglect to reap the advantages of CRM. CRM is fundamentally significant for the organization's future. CRM innovation empowers organizations to all the more likely comprehend customer conduct, foresee their conduct later on, give altered customer encounters, and assemble long haul customer connections. Nonetheless, given that CRM is just restricted by innovation it will be a serious mix-up for the organization. Organizations can't give excellent customer worth, administration and experience just by putting resources into CRM innovation. This article depicts customer life cycle the executives and proposes an all encompassing system for customer life cycle the board. This section finishes by examining methodologies for transforming customers into resources and making satisfied customers.

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