Impact of Customer Relationship Management Capabilities on Organizational Performance with CRM Technology as Mediator

2015 ◽  
Vol 4 (10) ◽  
pp. 30-41
Author(s):  
Waqas Manzoor Dar ◽  
Muhammad Ahmad
Keyword(s):  
Organizational Performance ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Capabilities

scholarly journals Mastering the complementarity between marketing mix and customer-focused capabilities to enhance new product performance

2015 ◽  
Vol 30 (1) ◽  
pp. 60-71 ◽  
Author(s):  
Aron O'Cass ◽  
Nima Heirati
Keyword(s):  
Customer Relationship Management ◽  
Brand Management ◽  
Relationship Management ◽  
New Product ◽  
Marketing Mix ◽  
Product Performance ◽  
Customer Relationship ◽  
Content Type ◽  
New Product Performance ◽  
Management Capabilities

Purpose – This study aims to address the extent that the deployment of and complementarity between marketing mix and customer-focused (brand management, and customer relationship management) capabilities provide firms the capacity to transform their market knowledge into effective responsive actions that help to achieve new product success. Design/methodology/approach – A questionnaire was used as the primary means of data collection. Data from 160 large business-to-business firms across a variety of industries in Iran were analyzed using partial least squares regression to test the hypothesized paths. Findings – The results show that market-oriented firms are better at deploying marketing mix, brand management and customer relationship management capabilities, and these capabilities help to drive new product performance, and the complementarity between these marketing capabilities enhances the firm’s capacity to achieve new product success more than deploying each capability in isolation. Originality/value – In contrast to many existing studies, this study is the first to examine the role of marketing mix, brand management and customer relationship management capabilities and their complementarity as intervening mechanisms in the relationship between market orientation (MO) and new product performance. Further, this study extends the marketing literature by investigating the role of different forms of marketing capabilities in a complementary fashion in the context of a Middle Eastern economy.

scholarly journals Consumer Relationship Management and Its Effect On Organizational Performance Within the Telecommunication Industry of Ghana

2019 ◽  
Vol 4 (6) ◽  
Author(s):  
Leslie Ofoe Amegavie ◽  
Naa Morkor Dzormo Mensah ◽  
Afako Jephthah Kwame
Keyword(s):  
Linear Regression ◽  
Organizational Performance ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Telecommunication Industry ◽  
Significant Finding ◽  
Area Of Interest ◽  
Strong Disagreement ◽  
Positive Effect

Customer relationship management (CRM) is a practice which is being adopted by many industries because businesses are shifting from being profit oriented to customer oriented. Recently, CRM has been an area of interest for researchers thus; it has yielded a significant number of studies.  However, results are often unclear and this may be attributed to the strong disagreement regarding the exact domain of CRM (Rigby, Reichheld, and Schefter, 2002). It is on these grounds that this study was conducted to contribute to existing literature on CRM and its effects on performance in the telecommunication industry of Ghana. Some explanations are made on the role and relationship between CRM and Organizational Performance. The study is quantitative in nature and a linear regression model was used to assess the effect CRM has on Organizational Performance. A significant finding made from the study was that CRM if well implemented has a positive effect on the performance of an organization. An important recommendation made is, industries should improve on their CRM practices since it improves their Organizational Performance.  

scholarly journals Relationship between CRM Strategy and Hotels’ Performance with Reference to Madurai

2020 ◽  
Vol 8 (4S4) ◽  
pp. 41-44
Keyword(s):  
Organizational Performance ◽  
Customer Relationship Management ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Survey Area ◽  
To Come ◽  
The Impact ◽  
Potential Customers

Customer Relationship Management is an ideology to manage company’s interaction with existing and future customers. Today it is an inevitable for any business because of heavy competition and globalization. Every organization thrives to withstand in the competition for that they have to retain their customers as well as develop their products. Especially for the hotel industry it has to come up with distinctive ideas to show their uniqueness in the industry as well as with their current and potential customers. However there will be a limited study in the survey area about CRM. This observation strive to manifest how the impact of Customer Relationship Strategy with organizational performance

Facilitating Customer Relationship Management in Modern Business

2018 ◽  
pp. 1594-1604 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Competitive Advantage ◽  
Organizational Performance ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Sustainable Competitive Advantage ◽  
Efficient Approach ◽  
Business Operations ◽  
Modern Business ◽  
Insight Into

This article explains the overview of CRM; CRM and technological utilization; and the facilitation of CRM in modern business. CRM is a significant strategy to learn more about customers' needs and behaviors in order to develop the stronger relationships with them. CRM is the most efficient approach in maintaining and creating the relationships with customers in modern business. CRM helps business gain the insight into the behavior of their customers and modify their business operations to ensure that customers are served in the best possible way. CRM also helps business recognize the value of its customers and to capitalize on the improved customer relations. The article argues that facilitating CRM has the potential to enhance organizational performance and gain sustainable competitive advantage in modern business.

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