Customer Relationship Management (CRM) Implementation: Failures, Successes, And Lessons Learned

2018 ◽  
Vol 4 (04) ◽  
Author(s):  
Dileep Kumar Pagoti ◽  
Sajeev Thomson Mathew ◽  
Karthikeyan Manoharan
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Implementation Process ◽  
Lessons Learned ◽  
Customer Relationship ◽  
Management Technique ◽  
Crm System ◽  
The Relationship ◽  
A Company ◽  
Potential Customers

Our paper discusses an important strategic management technique called Customer Relationship Management (CRM) and talks about the successes and failures companies face while implementing this concept in their organization. Customer Relationship Management (CRM) is a technology used to build relationship between an organization and existing customers or potential customers. CRM system records information about customers, manages marketing campaigns, finds sales opportunities and stores information/ data of the customers. This makes it easy to satisfy the customers, improve the relationship with the customer, increase sales, and improve the organization’s profitability. Another important feature discussed in the paper is the Scope of CRM and what roles do various entities play in the success of maintaining positive relationships with customers. In addition to this, our paper also dives into the implementation process of CRM in a company and the various software used in the real world. We also venture into the positive and negative aspects of implementing CRM in your company and where you can go right or wrong. Prime examples of various companies facing success or failures are mentioned in detail to help understand the effects of CRM implementation.

scholarly journals Application of E-CRM in Salon Business in Increasing Loyalty and Service to Customers

2020 ◽  
Vol 4 (2) ◽  
pp. 268-275
Author(s):  
Nur’Ahya Anisa ◽  
Yuliazmi Yuliazmi ◽  
Grace Gata
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Web Based ◽  
Existing Problems ◽  
Crm System ◽  
Provision Of Services ◽  
Number Of Customers ◽  
A Company ◽  
Loyal Customers

D'Moze Salon is a company engaged in the sale of salon services established in 2009 with its first branch located in Tanjung Duren, West Jakarta. Some of the factors faced by D 'Moze Salon are handling verbally delivered complaints, a large number of customers visit make a long waiting list for treatment, and it is difficult to identify and retain loyal customers. Implementing CRM is one way for companies to be able to create good relationships with customers and mutual benefits. Along with the development of information technology requires companies to apply technology in business because business competition is increasingly high. By applying the Electonic Customer Relationship Management (E-CRM) model that provides a means of interface for customers that can help solve existing problems so that they can benefit both customers and the company. The interface provided is a web-based E-CRM system created with the PHP programming language and MySQL database. Using this E-CRM system D'Moze Salon is easier to manage the provision of services so the level of customer satisfaction increases also their loyalty. Thus, complaints will be reduced, testimonials from satisfied customers are increasing. This will capture potential new customers to choose D’Moze as the salon for treatment.  

The relationship between customer satisfaction and customer relationship management system; a case study of Ghavamin Bank

2014 ◽  
Vol 46 (4) ◽  
pp. 220-227 ◽  
Author(s):  
Alireza Rezghi Rostami ◽  
Changiz Valmohammadi ◽  
Jahan Yousefpoor
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Capital City ◽  
Validity And Reliability ◽  
Statistical Population ◽  
Content Type ◽  
Crm System ◽  
The Relationship

Purpose – The purpose of this paper is to study the relationship between customer relationship management (CRM) system and customer satisfaction in branches of Ghavamin Bank in the capital city of Iran, Tehran. Design/methodology/approach – Based on the review of literature a questionnaire was designed. After the verification of its validity and reliability, the data were collected from statistical population, the customers of selected branches at Tehran city. The data were analyzed using inferential statistics and the SPSS software, and frequency distribution, distribution indexes, Pearson's correlation, and regression methods were also used. Findings – The results revealed that the four factors of CRM system, i.e. service quality, service characteristics, level of service access, and handling complaints have a positive effect on customer satisfaction in the surveyed branches of Ghavamin Bank. Research limitations/implications – The sample is restricted to only one city, so in generalizability of the obtained results caution should be taken. Originality/value – Given the ever growing importance of banking industry in Iran as a developing country, the results of this study could help policy makers of the surveyed bank to realize the importance of CRM's criteria and characteristics in increasing customer satisfaction.

Segmenting Markets by Means of CRMs

2016 ◽  
Vol 8 (1) ◽  
pp. 1-12
Author(s):  
Carmen De Pablos Heredero ◽  
Cristina Gallego-Gómez
Keyword(s):  
Customer Relationship Management ◽  
Market Segmentation ◽  
Relationship Management ◽  
Restaurant Industry ◽  
Customer Relationship ◽  
Managerial Skills ◽  
Segmentation Strategy ◽  
Crm System ◽  
Potential Customers

Customer Relationship Management Systems, CRM, are technological assets that can help firms to develop the required managerial skills to promote an efficient market segmentation strategy. In this article an example of an outstanding application of Customer Relationship Management system CRM, to the restaurant industry is offered. The VIPs group has developed through time a group of organizational routines that have helped the firm to reach success in the implementation and use of this tool. Therefore, a follow-up of the strategy followed with the CRM system in the period from 2011-2016 has been performed in this article. By properly using this technology, the company has been able to identify opportunities and threads in the market where it operates. This analysis has enabled the firm to develop mass-customized strategies facing its real and potential customers. This case proofs good practices in the use of CRMs in the restaurant industry. The case provided has become a referent in this field.

Customer-centric Internet Strategies

2005 ◽  
pp. 21-49
Author(s):  
Calin Gurau
Keyword(s):  
Corporate Culture ◽  
Customer Relationship Management ◽  
Corporate Strategy ◽  
Relationship Management ◽  
Implementation Process ◽  
Customer Relationship ◽  
Professional Organizations ◽  
Online Retailing ◽  
Proper Understanding ◽  
Crm System

This chapter analyzes the implementation process of a CRM system in online retailing and the challenges of transforming a product-focused business into a customer-centric organization. Customer relationship management (CRM) is increasingly found at the top of corporate agendas. Online companies in particular are embracing CRM as a major element of corporate strategy, because online technological applications permit a precise segmentation, profiling, and targeting of customers, and the competitive pressures of the digital markets require a customer-centric corporate culture. The chapter argues that the implementation of CRM systems in online organization determines a complex restructuring of the organizational elements and processes to adapt to new customer-centric procedures. The proper understanding of the benefits and challenges of implementing an online CRM system may help professional organizations to plan, design, and manage more effectively this major organizational re-structuring.

scholarly journals RELATIONSHIP BETWEEN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) AND CONSUMER BUYING BEHAVIOUR(CBB) IN MOROCCAN BANKS: A QUALITATIVE STUDY

2021 ◽  
Vol 6 (3) ◽  
Author(s):  
Noureddine Madani ◽  
Mhamed Hamiche
Keyword(s):  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Customer Relationship ◽  
Bank Branches ◽  
Crm System ◽  
Mediating Factors ◽  
Buying Behaviour ◽  
The Relationship ◽  
Insight Into

In view of the changes in the banking sector, the adoption of a customer relationship management (CRM) system is an important issue for banks. It contributes to the optimisation and management of customer portfolio, more precisely this system allows to acquire new customers and to increase the profitability of existing customers. This article aims to answer the following question: what is the relationship between CRM and the consumer buying behaviour (CBB) in Moroccan banks? The study we conducted among 21 bank branches. Also, the study provided insight into the direct and indirect relationships between the use of CRM systems and consumer buying behaviour. The respondents described each of the variables on the benefits of CRM systems as mediating factors and the variables on the attributes of consumer buying behaviour. JEL: M31, Z33 <p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/edu_01/0875/a.php" alt="Hit counter" /></p>

Relationship Ending in the Concept of Customer Relationship Management

2015 ◽  
Vol 10 (2) ◽  
pp. 103-113
Author(s):  
Ewa Hajduk-Kasprowicz ◽  
Lech Nieżurawski
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Professional Services ◽  
Customer Relationship ◽  
Modern Literature ◽  
Relationship Dissolution ◽  
Business Relationships ◽  
Efficient Management ◽  
The Future ◽  
The Relationship

The paper discusses the problems of fading and ending of business relationships in the sphere of professional services i.e. the phase of a relationship dissolution resulting from a client's or a firm's decision to end it. This phase includes, among others, determining the causes of the relationship dissolution and drawing conclusions for the future in order to prevent losing the most lucrative clients. Both in theory and in practice, relationship ending is perceived as something stretched in time i.e. consisting of numerous stages and influenced by numerous factors and events.The aim of the present paper is an analysis of the modern literature on the causes and mechanisms of business relationships termination in the sphere of professional services as well as indicating some possibilities of a more effective and efficient management of these relations. 

A Critical Review On Perception & Benefits Of Customer Relationship Management (CRM) System In Indian Private Hospitals

2016 ◽  
Vol 1 (2) ◽  
Author(s):  
Dr. Surendra Kumar ◽  
Dr. Meenakshi Srivastava
Keyword(s):  
Electronic Medical Records ◽  
Customer Relationship Management ◽  
Medical Records ◽  
Relationship Management ◽  
Customer Relationship ◽  
Research Approach ◽  
Private Hospitals ◽  
Crm System ◽  
Systems Implementation ◽  
Adoption And Implementation

The implementation of Customer relationship Management (CRM) Systems has been increased within organizations for the purposes of increasing customer loyalty accompany with decreasing expenses and increasing revenues. The perception of the benefits associated with the implementation of CRM systems is an essential step for the adoption and implementation of CRM systems. Therefore, this paper presents the study conducted to investigate the perception of the CRM systems in the private hospitals in the northern part of India as there is a lack of adoption of CRM systems in hospitals. Qualitative research approach that is interview based was adapted in the study. The management of 10 private hospitals in the northern part of India was interviewed. The results reveal that no hospital has adopted CRM system. In addition, there is a substantial lack of understanding of the benefits of CRM systems in hospitals. Some hospitals claim that the implementation of CRM system is not of their priorities and there are much important projects as the implementation of Electronic Medical Records (EMD). However, other hospitals indicate for an existence of future plan for the adoption and implementation of CRM system. Another issue that needs to be taken into consideration by the vendors of CRM systems is the high costs associated with the implementation of CRM systems in hospitals. Indeed, both the vendors of CRM systems and the managers of hospitals hold the responsibility of the lack of CRM systems implementation in hospitals.

scholarly journals Pengaruh Identitas Sosial Dan Co-Creation Terhadap Niat Berperilaku Anggota Komunitas Online VW: Efek Moderasi Nostalgia

2016 ◽  
Vol 6 (2) ◽  
Author(s):  
Badri Munir Sukoco ◽  
Untung Teko TP
Keyword(s):  
Social Identity ◽  
Direct Effect ◽  
Customer Relationship Management ◽  
Indirect Effect ◽  
Behavioral Intentions ◽  
Relationship Management ◽  
Social Identification ◽  
Customer Relationship ◽  
The Relationship ◽  
Academic Implications

Developing relationships with customers through brand community is the recent tool for marketers for customer relationship management (CRM) program. The existence of a community, especially virtual, depends on the members’ participation as well as their recommendation to others. Previous studies indicate that members’ participation and recommendation depends on how deep is their identification toward the community. This article argues that social identification itself is not enough, unless the members engage in co-creation activities by exchanging knowledge with other members (co-consumption) and producers (co-production). Further, this article further argues that the effect of social identity on members’ co-creation and behavioral intentions will be moderated by their nostalgia proneness. We conducted survey among Volkswagen Indonesia CyberCommunity (VICC) members as one of the legendary brand in Indonesia. The results indicate that direct effect of social identity on members’ behavioral intentions is greater than indirect effect through co-creation. The moderating effect of nostalgia proneness is significant on the relationship between social identity and behavioral intentions, in which the effect is larger when members’ identification is low. Managerial and academic implications are further discussed in this paper. 

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