Customer Relationship Management , Approach to Improve Customer Loyalty : Case Study Bank Mellat Tehran

2014 ◽  
Vol 3 (10 (a)) ◽  
pp. 102-109
Author(s):  
Samira Noorpoor ◽  
Ehsan Ahad Motlaghi ◽  
Meysam Jafari
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Approach

scholarly journals Customer Relationship Management: A Tool for Customer Loyalty (A Case Study of Some Selected Hotels in Hawassa)

2020 ◽  
Vol 1 (1) ◽  
pp. 16-26
Author(s):  
Andualem Walelign
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Descriptive Research ◽  
Loyal Customer ◽  
Conflict Handling ◽  
Communication Conflict

The main aim of this study was to investigate customer relationship management and customers’ loyalty in Hawassa city selected hotels by applying CRM dimensions of bonding, communication, conflict handling, empathy, responsiveness and trust. Convenience sampling technique was used to collect data from customers of the selected hotels. In line with the objective, descriptive research methods were used to examine the customers’ perceptions of CRM practices and future behavioral intentions. Inferential statistics were used to see the relationship between dependent and independent variables as well as to investigate cause and effect relationships. The key finding showed that there was a positive and significant effect of CRM dimensions of communication, conflict handling, empathy and trust on customer loyalty and selected hotel guests loyalty status shows that they were slightly intended to be loyal customer to the selected hotels. Bonding and responsiveness did not significantly affect guests’ loyalty.

scholarly journals Analisis Implementasi Customer Relationship Management dan Marketing Public Relations terhadap Nilai Pelanggan dan Dampaknya terhadap Loyalitas Pelanggan: Studi Kasus Grand Tropic Suites’ Hotel

2012 ◽  
Vol 3 (1) ◽  
pp. 513
Author(s):  
Natalia Natalia ◽  
Cooky Tri Adhikara ◽  
Shirley Agusthina
Keyword(s):  
Public Relations ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Management Program ◽  
Customer Relationship ◽  
Business World ◽  
Customer's Loyalty ◽  
The Impact

The impact of the globalization resulted in the business world being colored by the increase of high competition. Because of that the perpetrators of the business must continue to maintain the continuity of his business and to try to look for the opportunity by making use of the superiority that was owned. One of the methods that could be followed was constructive the customer's loyalty by maintaining the available customer so as they were loyal and did not move to the other competitor. Therefore, it is important for the company to create the value of the superior for the customers. The case study was about Customer Relationship Management program (CRM) and Marketing Public Relations (MPR) that was carried out by Grand Tropic Suites’ Hotel to create the value of the superior of the customers where being expected with this superior value to be able to affect the customer to loyal to the Hotel. The aim of this research was to analyze the implementation of Customer Relationship Management programs (CRM) and Marketing Public Relations (MPR) towards the Perceived Value and it impact towards Customer Loyalty.

Sign in / Sign up

Export Citation Format

Share Document