A Study on the Impact of SOE’s Creating Shared Value(CSV) Activities on Customer Relationship Management(CRM) - Focusing on organizational members-

2020 ◽  
Vol 11 (3) ◽  
pp. 65-86
Author(s):  
In-Koo Ahn ◽  
Kyun-Seok Song
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Shared Value ◽  
Creating Shared Value ◽  
The Impact

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.

Social Media, Customer Relationship Management, and Consumers' Organic Food Purchase Behavior

2018 ◽  
pp. 756-773
Author(s):  
Evelyn Chronis ◽  
Qiang Lu ◽  
Rohan Miller
Keyword(s):  
Social Media ◽  
Conceptual Framework ◽  
Customer Relationship Management ◽  
Organic Food ◽  
Relationship Management ◽  
Customer Relationship ◽  
Purchase Behavior ◽  
Consumer Engagement ◽  
Loyalty Program ◽  
The Impact

Extant research has been focusing on the effectiveness of social media in driving consumer engagement and interaction. However, little research has examined how social media influences firms' Customer Relationship Management. This chapter fills this gap by proposing a conceptual framework to capture the impact of social media on traditional Customer Relationship Management in the context of consumers' organic food purchasing. Specifically, this study investigates how social media influences the purchase behavior of loyalty program members and non-loyalty program members. This study also examines the effectiveness of different types of social media content on consumer purchase behavior of organic food.

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.

Factors Affecting Design Decisions for Customer Relationship Management Data Warehouses

2011 ◽  
pp. 159-191
Author(s):  
Colleen Cunningham ◽  
Il-Yeol Song
Keyword(s):  
Customer Relationship Management ◽  
Data Warehousing ◽  
Relationship Management ◽  
Customer Relationship ◽  
Data Warehouses ◽  
Key Factors ◽  
Design Decisions ◽  
Factors Affecting ◽  
Percent Success ◽  
The Impact

Customer relationship management (CRM) is a strategy that integrates concepts of knowledge management, data mining, and data warehousing in order to support an organization’s decision-making process to retain long-term and profitable relationships with its customers. Key factors for successfully implementing CRM (e.g., data quality issues, organizational readiness, customer strategies, selection of appropriate KPIs, and the design of the data warehouse model) are discussed with the main thrust of the chapter focusing on CRM analyses and the impact of those analyses on CRM data warehousing design decisions. This chapter then presents a robust multidimensional starter model that supports CRM analyses. Additional research contributions include the introduction of two new measures, percent success ratio and CRM suitability ratio by which CRM models can be evaluated, the identification/ classification of CRM queries, and a preliminary heuristic for designing data warehouses to support CRM analyses.

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