Why Do Customer Relationship Management Applications Affect Customer Satisfaction?

2005 ◽  
Vol 69 (4) ◽  
pp. 201-209 ◽  
Author(s):  
Sunil Mithas ◽  
M.S. Krishnan ◽  
Claes Fornell
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Cross Section ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Archival Data ◽  
Customer Knowledge ◽  
Related Information

This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This article also shows that gains in customer knowledge are enhanced when firms share their customer-related information with their supply chain partners.

scholarly journals SUPPLY CHAIN QUALITY MANAGEMENT (SCQM) PRACTICES AND THE EFFECTS ON CUSTOMERS’ SATISFACTION IN THE BREWERY COMPANIES IN CAMEROON

2020 ◽  
Vol 5 (1) ◽  
pp. 73-86
Author(s):  
Nicodemus Tiendem ◽  
Elle Serge Messomo ◽  
Sama C. Molem ◽  
Sunday Agbor Mbu
Keyword(s):  
Supply Chain ◽  
Quality Management ◽  
Customer Satisfaction ◽  
Continuous Improvement ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Top Management ◽  
Management Commitment ◽  
Top Management Commitment

Purpose: The heightening of competitive pressures has led companies to utilizing quality management practices through indirect competition. The brewery companies in Cameroon recently are noticing a wide variety of practices to this effect. This paper so sort to identify the supply chain quality management practices suitable for the brewery companies in Cameroon and also to examine their effects on customer satisfaction. Methodology: The study made use of a case study survey research design. The quest for originality and the desire to address issues particular to the brewery companies in Cameroon gave room for the use of primary data collected using a survey questionnaire. From a diverse population 200 customers of the four principal brewery companies in the South West Region participated in the study. The Cronbach’s Alpha was used to identify key constructs of supply chain quality management while the OLS technique was used to examine their effects on customer satisfaction. Results: The study found that the supply chain quality management practice suitable for the brewery companies in Cameroon were top management commitment, strategic supplier partnerships, customer relationship management, information sharing and continuous improvement and innovation. Further, top management commitment, strategic supplier partnerships, customer relationship management, continuous improvement and strategic supplier partnership were found to significantly affect customer satisfaction at 5% level of significance while information sharing was insignificant. Generally, 39.9% of variations in customer satisfaction were as a result of changes in supply chain quality management. Unique contribution to theory, policy and practice: The unique contribution to practice rest on clearly identifying the constructs of supply chain quality management suitable to the brewery companies in Cameroon. In relation to theory the study established a significant relationship between supply chain quality management and customer satisfaction and made policy recommendations for the implementation of top management commitment, customer relationship management, continuous improvement and strategic supplier partnership.

scholarly journals The Impact of Customer Relationship Management on Achieving Service Quality of Banking Sector of Jordan

2017 ◽  
Vol 12 (3) ◽  
pp. 180 ◽  
Author(s):  
Marzouq Ayed Al-Qeed ◽  
Basem Yousef ALsadi ◽  
Zeyad F Al-Azzam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Services Quality ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Relationship ◽  
Customer Knowledge

Definitely, the world is becoming chaotic and affects all aspects of life. One of these is customers who become more severe in their needs, expectations, desires, and preferences. Organizations must consistently realize this issue by communicating and building effective relationships with them for better-enhancing services quality. Therefore, this study investigates the relationship between customer relationship management and service quality of Jordan banking sector. The researchers relied on descriptive and analytical approach through a survey questionnaire used to obtain data from 150 respondents who were at all levels in the 22 operating banks in Jordan, only 141 were returned but 13 of them were excluded because they were invalid for statistical analysis, only 128 questionnaires were valid and considered with a ratio of 85%. The findings revealed that a moderate level of importance in customer relationships management was apparent while an increasing awareness in the service quality of banking sector of Jordan was dominant. The study also found a strong correlation between customer relationship management -except customer satisfaction and loyalty- and the service quality of banking operated in Jordan. Additionally, results showed that a significant and statistical effects at (P<0, 05) of customer relationship management with its dimensions (customer satisfaction, customer loyalty, customer attraction, customer retention, customer value, customer culture, customer knowledge) in service quality of Jordan banking sector. Finally, study results revealed that customer knowledge, customer retention, and customer culture are the most influential dimensions in the services quality of Jordan banks sector.

The Application of Customer Relationship Management and Implementation to Supply Chain

2021 ◽  
pp. 340-361
Author(s):  
Tria Wahyuningtyas Tria
Keyword(s):  
Information Technology ◽  
Supply Chain ◽  
Customer Satisfaction ◽  
Business Process ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Service Support ◽  
Business Applications ◽  
Marketing Costs

Customer relationship management (CRM) aims to unite information technology with marketing in purpose of increasing customer satisfaction. This system can respond efficiently to changes in customer desires, thereby strengthening revenue through reducing marketing costs. The development and implementation of CRM require a series of processes that allow customer analysis to be carried out so that companies can identify each customer individually. The company knows which customers have the potential to deliver huge profits and those ones which are a loss. The concept of CRM is in addition to the development of information technology which is increasingly adding to the variety of business applications. It is an interesting business process to discuss. Customer relationship management covers all aspects related to the company's interactions with its customers. There are four CRM strategy matrix approaches, namely customer-based marketing, individualised CRM, product-based selling, and managed service support.

scholarly journals THE ANTECEDENT OF CUSTOMER SATISFACTION

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Relationship Management ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.

scholarly journals Impact of customer relationship management on customer satisfaction in hoteling industry

2014 ◽  
Vol 2 (2) ◽  
pp. 8-12
Author(s):  
Sanaullah Nazir ◽  
Sheraz Khan ◽  
Raja Ahmed Jamil ◽  
Qazi Shujaat Mehmood
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Positive Impact ◽  
Relationship Management ◽  
Success For All ◽  
Customer Relationship ◽  
Management Service ◽  
Access To Services ◽  
The Impact

Customer satisfaction is an imperative element of the success for all businesses. One of the biggest challenges of a marketer is how to satisfy and retain the customers. The purpose of this study is to find the impact of customer relationship management on customer satisfaction.  A total of 130 participants was selected through purposive sampling from the different hotels of Islamabad city. Data was collected from the participants by using standardized questionnaires. Results revealed that there is a significant positive impact of different elements of customer relationship management (service quality, access to services and service features) on customer satisfaction and businesses cannot succeed without focusing on customer relationship management in this era.

scholarly journals The mediating role of customer relationship management between e-supply chain management and competitive advantage

2022 ◽  
Vol 6 (1) ◽  
pp. 263-272 ◽  
Author(s):  
Abdalrazzaq Aloqool ◽  
Malek Alharafsheh ◽  
Hadeel Abdellatif ◽  
Lana Ahmad Suleiman Alghasawneh ◽  
Jassim Ah-mad Al-Gasawneh
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chain Management ◽  
Competitive Position ◽  
The Relationship

The purpose of this study is to explore the role of implementing e-supply chain management (E-SCM) on the competitive position of companies and whether implementing customer relationship management (CRM) can affect the relationship between E-SCM and competitive advantage. To achieve this objective, a quantitative approach was utilized. A total of 300 questionnaires were distributed where 243 questionnaires were returned, with 17 incomplete questionnaires being excluded, leaving 226 usable questionnaires. PLS-SEM software was used to analyze the data. The results of this study demonstrate the imperative role of implementing E-SCM and CRM on creating a competitive advantage for firms. It also shows that CRM mediates the relationship between E-SCM and competitive advantage, suggesting that utilizing different technologies can help firms better communicate with their customers and thus better serve them which in turn will enhance customers’ satisfaction and thus boost the competitive position of the firm.

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