Customer relationship management and performance, a resource-based view of Iranian internet service industry

2009 ◽  
Vol 3 (2) ◽  
pp. 103 ◽  
Author(s):  
Abbas Keramati ◽  
Hamed Mehrabi ◽  
Navid Mojir ◽  
Mohammad Mousakhani
Keyword(s):  
Customer Relationship Management ◽  
Service Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Internet Service ◽  
Resource Based View ◽  
And Performance

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>

Customer Relationship Management (CRM) Implementation Intensity and Performance

2011 ◽  
pp. 129-140
Author(s):  
Bryan Soh Yuen Liew ◽  
T. Ramayah ◽  
Jasmine Yeap Ai Leen
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Competitive Environment ◽  
Customer Needs ◽  
And Performance ◽  
The Web ◽  
Online Web

Competition in the Web-hosting industry has become very intense in recent years as the market becomes saturated with existing as well as new players. To survive in this very competitive environment, Web-hosting companies need to be more responsive to their customer needs. Customer relationship management is thought of as a key solution to this. Thus the purpose of this study was to test the effect of CRM implementation intensity on CRM performance among Web-hosting companies. The more intense the implementation the better the CRM performance should be. Data was collected via online questionnaires from 81 respondents representing various online Web-hosting companies around the globe. The results indicated CRM implementation intensity had a direct positive influence on CRM performance.

scholarly journals Determinants of consumer retention strategies for telecom service industry in Central India

2018 ◽  
Vol 16 (2) ◽  
pp. 306-320
Author(s):  
Vinod Sharma ◽  
Sunny Joseph ◽  
Jeanne Poulose
Keyword(s):  
Customer Relationship Management ◽  
Service Industry ◽  
Relationship Management ◽  
Central India ◽  
Customer Relationship ◽  
Retention Strategies ◽  
Switching Barriers ◽  
Telecom Service ◽  
Alternative Attractiveness ◽  
The Relationship

The telecommunication industry has witnessed a tremendous growth in recent times in India. It has not only been limited to voice calls, but also integrated into every aspect of human life. This has resulted in the rapid rise of market players, offering innovative products and services. In this changing scenario, we have tried to design and check a model of various factors such as loyalty, satisfaction and switching barriers (customer relationship management, alternative attractiveness and switching cost) influencing consumer retention strategies in Indian telecom service industry. A structured and undisguised questionnaire and a convenient sampling method have been used to collect the data from respondents from three most populous cities (Indore, Bhopal, and Ujjain) of Central India. Around 450 questionnaires were distributed, out of which 318 usable responses were received for final analysis. The instrument was checked for validity and reliability before the data was analyzed. The hypotheses were tested through Structure Equation Modelling (SEM) for direct effect, and Multiple Moderating Regression Analysis (MMRA) for moderating effect. The results suggested that loyalty, satisfaction, switching barriers and customer relationship management are positively related and have a direct influence on consumer retention, but the relationship with alternative attractiveness has been found weak. Switching cost, as moderating variable, was found to be very effective and showed significant deviation in the relationship between independent and dependent variables.

Analytics and Performance Measurement Frameworks for Social Customer Relationship Management

2014 ◽  
pp. 132-160
Author(s):  
Anteneh Ayanso ◽  
Derek Visser
Keyword(s):  
Big Data ◽  
Performance Measurement ◽  
Customer Relationship Management ◽  
Academic Research ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Practices ◽  
Media Environment ◽  
The Social ◽  
And Performance

This chapter provides an overview of the analytics and performance measurement frameworks for social customer relationship management (SCRM). Based on a review of academic research and industry practices, the chapter discusses the limitations of traditional CRM, and the technology and analytical capabilities that support SCRM. The chapter also provides a review of existing measurement frameworks for SCRM strategies and outlines the various metrics that have been proposed and/or are currently in use as part of SCRM systems. Furthermore, in view of the opportunities and challenges of big data and the social media environment, the chapter highlights current business practices as well technology and analytics trends that facilitate the implementation and maintenance of SCRM systems.

Customer Relationship Management (CRM) Implementation Intensity and Performance

2013 ◽  
pp. 233-244
Author(s):  
Bryan Soh Yuen Liew ◽  
T. Ramayah ◽  
Jasmine Yeap Ai Leen
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Competitive Environment ◽  
Customer Needs ◽  
And Performance ◽  
The Web ◽  
Online Web

Competition in the Web-hosting industry has become very intense in recent years as the market becomes saturated with existing as well as new players. To survive in this very competitive environment, Web-hosting companies need to be more responsive to their customer needs. Customer relationship management is thought of as a key solution to this. Thus the purpose of this study was to test the effect of CRM implementation intensity on CRM performance among Web-hosting companies. The more intense the implementation the better the CRM performance should be. Data was collected via online questionnaires from 81 respondents representing various online Web-hosting companies around the globe. The results indicated CRM implementation intensity had a direct positive influence on CRM performance.

Knowledge management as a strategy of customer relationship management: A study of tourism industry in Vietnam

2018 ◽  
Vol 4 (10) ◽  
pp. 13-22
Author(s):  
Vu Minh Ngo
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Dynamic Capabilities ◽  
Management Practices ◽  
Small And Medium Enterprises ◽  
Relationship Management ◽  
Tourism Industry ◽  
Customer Relationship ◽  
And Performance ◽  
Medium Enterprises

This study focuses on understanding the application of knowledge management practices as strategies of customer relationship management by managers in hospitality industry in Vietnam. Thirty in-depth interviews with managers and executives who are involved in tourism-related activities in small and medium enterprises (SMEs) in tourism industry in different destinations in Vietnam facilitated the analysis. The analysis was carried out in the light of grounded theory. The analysis indicated that the use of customer relationship management (CRM) strategies in SMEs in tourism industry is at a moderate level. Yet, the performance of personalities who are involved in CRM activities in their jobs is intervened by knowledge management and dynamic capabilities. Precisely, while knowledge management mediates, dynamic capabilities moderate the relationship between CRM and performance of SMEs in tourism industry in Vietnam. Keywords: Customer relationship management, knowledge management, dynamic capabilities, SMEs, Vietnam.

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