The Impact of Customer Relationship Management and its Significant Relationship to Customers’ Satisfaction in Cooperative Banking (A Case Study of Kangra Central Co-operative Bank)

2017 ◽  
Vol 9 (2) ◽  
pp. 59 ◽  
Author(s):  
Manvinder Singh Tandon ◽  
Narender Nath Sharma ◽  
Vipan Kumar Bhulal
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Traditional Method ◽  
Customer Relations ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Relationship ◽  
Business Organization ◽  
The Impact

Customer relationship management is the durable and the most effective approach in maintaining and creating relationship with customers. Once this personal and emotional relationship is built, it is very easy for any organization to identify the actual needs of customer and help them to serve them in a better way. Business organization would not flourish until and unless their customers are happy; this is the reason, why Customer Relationship Management (CRM) is so important? In the present competitive business environment attracting and retaining customers is a challenging task for business organization. To grow, businesses do any only need to attract new customers but also to hold on to existing customers. CRM facilitates organization not only to gain customers but also to retain them. It focuses on improving sales and productivity by effectively catering to customer demands, queries and complaints. Though the traditional method of maintaining good customer relations is still being used yet the importance of CRM cannot be neglected. The more effectively a business can use information about its customer to meet their needs the more profitable it would be for the organization. Companies can provide excellent customer service if they are aware about their customers’ needs and react to those needs effectively. CRM helps you to understand, anticipate and respond to your customers’ needs and react in a consistent way. The paper analyses how organization use CRM as a technique to gain business distinction.

Key Issues in the Implementation of Electronic Customer Relationship Management in the Australian Hospitality and Tourism Sector

2012 ◽  
pp. 27-51
Author(s):  
Chad Lin
Keyword(s):  
Risk Factors ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Study Approach ◽  
Tourism Sector ◽  
Key Issues ◽  
Hospitality And Tourism ◽  
The Impact

The hospitality and tourism sector is one of fastest growing sectors in Australia and in the world. In order to become more efficient and effective in delivering products and services to customers via the use of ICT, hospitality and tourism organizations have to rethink the ways in which they build relationships with their customers by initiating electronic customer relationship management (eCRM) projects. Inappropriate eCRM decision-making and implementation can result in multi-million dollar losses, which can translate into a loss of competitiveness. Therefore, the case study approach was conducted to: (1) identify potential ICT costs and risk factors involved in eCRM initiatives in general; and (2) identify and examine key issues in the implementation of eCRM in the Australian hospitality and tourism sector. The contribution of this book chapter is two-fold. First, it offers hospitality and tourism executives with a more realistic insight about the impact of their eCRM investments on their business. Second, potential key issues, costs and risk factors associated with eCRM implementation are presented to assist these organizations in dealing with these challenges.

Towards Customer Knowledge Relationship Management: Integrating Knowledge Management and Customer Relationship Management Process

2008 ◽  
Vol 07 (03) ◽  
pp. 145-157 ◽  
Author(s):  
Haroun Alryalat ◽  
Samer Al Hawari
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Rapid Change ◽  
Relationship Management ◽  
Research Area ◽  
Business Environment ◽  
Customer Relationship ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
The Impact

Due to the strong competition that exists among organisations and the rapid change in the business environment, knowledge has turned out to become a key source for organisations to enhance the competitive advantage. Integrating Knowledge Management (KM) and Customer Relationship Management (CRM) process is a new research area, therefore, scientific research and literature around it remain limited. In addition, the impact of KM process on customer acquisition, retention, and expansion to improve customer satisfaction remains under study and report. The aim of this paper is to present a conceptual framework of KM integrated with CRM called Customer Knowledge Relationship Management (CKRM) Process depending on analysis of various models presented in KM and CRM. The main highlighting is laid upon the concepts of the concept of customer knowledge (knowledge about customer, knowledge for customer, knowledge from customer). Therefore, this paper contributes to the development of KM process (Knowledge Process about Customer, Knowledge Process for Customer, and Knowledge Process from Customer). The paper investigated how the companies in Jordan developed KM process to improvement the CRM process. Based on data collected from the company, results from analysis indicated that the KM process had a positive effect on CRM process.

scholarly journals Customer Relationship Management (CRM) Analysis and Design to Provide Customer Service in The Culinary Field (Case Study Restaurant XYZ)

2021 ◽  
Vol 12 (6) ◽  
pp. 2785-2809
Author(s):  
Lorio Purnomo, Sfenrianto
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Unified Modeling Language ◽  
Relationship Management ◽  
Customer Relationship ◽  
User Centered Design ◽  
Unified Modeling ◽  
Analysis And Design ◽  
Crm System

There has been a lot of discussion regarding Customer Relationship Management (CRM) in recent years, where the CRM function to provide customer service in the culinary field has been widely applied by culinary business entrepreneurs. Restaurant XYZ, which started the culinary business in 2018, will design a CRM system to improve service to its customers, this is because it has not been optimal in the process of providing services to its customers. Before doing the design, an analysis phase is needed which is carried out using the Fishbone Method, this method is expected to help in analyzing the constraints and needs of the Restaurant XYZ in the best CRM design. The design using the Diagram Unified Modeling Language (UML) and User Centered Design (UCD) approach, is expected to create a CRM system as expected by the owner of Restaurant XYZ. The CRM that has been planned is expected to help the owner in providing services to Restaurant XYZ customers.

The Impact of E-Commerce Customer Relationship Management in Business-to-Consumer E-Commerce

2011 ◽  
pp. 2099-2111
Author(s):  
Pauline Ratnasingam
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Future Research ◽  
Integrated Framework ◽  
Exploratory Case Study ◽  
Business To Consumer ◽  
The Impact ◽  
Practical Implications

The growth of business-to-consumer (B2C) ecommerce has gained a lot of attention among SMEs. Most B2C firms are turning their attention on how to retain new customers and are left in a situation to compete with larger firms. This paper aims to examine the impact of E-Commerce Customer Relationship Management (ECCRM) in a small business firm that engages in B2C ecommerce. Drawing upon the theories of customer relationship management, e-commerce, trust and loyalty, we develop an integrated framework of ECCRM model to illustrate the impact of the hard and soft factors that reflect the level of transactional and relational components of communication thereby impacting the customers shopping time lifecycle experiences. We develop a number of hypotheses to facilitate testing of the framework via an exploratory case study. We then discuss the findings of the integrated framework leading to theoretical and practical implications of this study and directions for future research.

The Impact of Customer Relationship Management on Tourist Satisfaction: The Case of Radisson Blue Resort in Aqaba City

2018 ◽  
Vol 9 (2) ◽  
pp. 227 ◽  
Author(s):  
Omar Abedalla ALANANZEH ◽  
Ra'ed MASA'DEH ◽  
Omar JAWABREH ◽  
Ali Al MAHMOUD ◽  
Randa HAMADA
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Tourist Attractions ◽  
Tourist Satisfaction ◽  
First Case ◽  
Significant Difference ◽  
Front Office ◽  
The Impact

Aims: This paper aims at investigating the effects of customer relationship management in terms of tourist attractions and facilities, outlets (F&B), and front office services on tourist satisfaction. Design: A total of 136 questionnaires containing 34 items was used to collect information from tourists in Radisson resort in Aqaba city located in Jordan. Multiple regression analysis was conducted to test the research hypotheses. Findings: Results of the current study revealed that there is a significant impact of tourist attractions and facilities, and front office services on tourist satisfaction, whereas outlets (F&B), has no significant impact on it. Results of T-test showed that there is no significant difference in the impact of tourist satisfaction that in favor of gender. Also, results of ANOVA test indicated that there is no significant difference in the impact of tourist satisfaction that can be attributed to age, occupation, educational level, the purpose of the visit, holiday booked a date and a number of previous visits. Implications: this study will contribute a better understanding of tourist’s satisfaction through proper customer relationship management in terms of tourist facilities, outlets, and front office services. Originality: This study is considered the first case study that links tourist satisfaction with the prober management of the hotel facilities and outlets

The Impact of E-Commerce Customer Relationship Management in Business-to-Consumer E-Commerce

2010 ◽  
pp. 1543-1559
Author(s):  
Pauline Ratnasingam
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Future Research ◽  
Integrated Framework ◽  
Exploratory Case Study ◽  
Business To Consumer ◽  
The Impact ◽  
Practical Implications

The growth of business-to-consumer (B2C) e-commerce has gained a lot of attention among SMEs. Most B2C firms are turning their attention on how to retain new customers and are left in a situation to compete with larger firms. This paper aims to examine the impact of E-Commerce Customer Relationship Management (ECCRM) in a small business firm that engages in B2C e-commerce. Drawing upon the theories of customer relationship management, e-commerce, trust and loyalty, we develop an integrated framework of ECCRM model to illustrate the impact of the hard and soft factors that reflect the level of transactional and relational components of communication thereby impacting the customers shopping time lifecycle experiences. We develop a number of hypotheses to facilitate testing of the framework via an exploratory case study. We then discuss the findings of the integrated framework leading to theoretical and practical implications of this study and directions for future research.

Customer Relationship Management in Service Mediary-Driven Mobile Services

2011 ◽  
pp. 67-86
Author(s):  
Timo Saarinen ◽  
Jukka Kallio ◽  
Markku Tinnila ◽  
Jarkko Vesa
Keyword(s):  
Business Model ◽  
Customer Relationship Management ◽  
Service Providers ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Relationship ◽  
Critical Elements ◽  
The Future ◽  
Specialized Service

In this chapter we introduce the concept of Service Mediary, which provides a conceptual and technical platform for electronic services. Our analysis shows that it pays off to outsource customer relationship management in electronic channels to a specialized service provider. The I-mode case study demonstrates clearly the benefits this kind of cooperation offers to content and service providers. Especially the built-in billing and revenue sharing logic are critical elements to I-mode’s success story. Even more encouraging are the benefits of collaboration to customers, who will enjoy the fruits of the new networked e-business economy. A Service Mediary is in a position to understand the customer requirements and building a service offering which optimally matches those requirements. In the multi-channel business environment of tomorrow, no single company can develop cost efficiently all required services for every channel. The future belongs to specialized, closely cooperating companies, which can offer superior customer experience at a competitive price. A Service Mediary like NTT DoCoMo with its I-mode service can offer a true win-win-win business model: service providers, customers and the Service Mediary all win in this game. Based on the analysis of the I-mode case, we can conclude that Service Mediary as a business model has a great potential in the future.

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.

The Impact and Interaction Effect of HR and IT Applications on the Performance of Customer Relationship Management in the Banking Industry

2015 ◽  
Vol 28 (3) ◽  
pp. 29-41
Author(s):  
Yu-Chiang Wang ◽  
Yi-Feng Yang
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Interaction Effect ◽  
Banking Industry ◽  
Relationship Management ◽  
Potential Interaction ◽  
Customer Relationship ◽  
Hierarchical Regression ◽  
Two Samples ◽  
The Impact

This study investigates the impact of human resource (HR) capability and information technology (IT) application, and their potential interaction effect on the development of customer relationship management (CRM) performance in the banking industry. A total of 800 questionnaires were distributed in the summer of 2012 to five Taiwanese banks which have applied the e-CRM system to their customer service operations. The empirical analysis was carried out with two samples, the sales personnel and the customers, and the multiple hierarchical regression were performed to test for main effects and interaction effects on CRM performance. The findings showed that the positive performance of HR and IT capabilities. In addition to the direct influences of the resources, the main result is towards the interaction of these capabilities, which leads to the predictions of its CRM advantage.

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