Customer Relationship Management Practices and Impact on Customer Satisfaction of Delivering

2017 ◽  
Vol 3 (2) ◽  
Author(s):  
K. Balaji Mathimaran ◽  
A. Ananda Kumar
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chi Square ◽  
Customer Perception ◽  
Descriptive Research ◽  
Factors Influencing

The purpose of this study was to examine the various facts of CRM (Customer Relationship Management practices adopted by Manatec in Puducherry. The research design in this study will consist of descriptive research whereby different aspects with regards to CRM in the Manatec have been extracted from existing studies and tested on a sample of customers. This study examined the demographic profile of customers, customer awareness of CRM policies, customer perception on CRM practices, factors influencing CRM practices and role of E-CRM measures of Manatec in customer satisfaction. This study utilized 52 samples in various parts of Puducherry. The data for the study have been collected through a questionnaire. The statistical tools like simple percentage, chi-square, correlation and factor analysis was used in this study. This study revealed that the customer relationship management practices followed in Manatec are satisfactory to the customers.

The Role of Brand Loyalty on CRM Performance

2015 ◽  
pp. 413-446 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Business Goals ◽  
Positive Effect

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furthermore, brand loyalty positively mediates the relationships between customer value and customer relationship management performance and between customer satisfaction and customer relationship management performance. Customer value is positively correlated with customer satisfaction. Understanding the theoretical learning is beneficial for organizations aiming to increase customer relationship management performance and achieve business goals.

The Role of Information Technology and Customer Relationship Management Practices in Egyptian Hotels— A Descriptive Study in Sharm El Sheikh Hotels

2019 ◽  
Vol 9 (4) ◽  
pp. 47-63
Author(s):  
Nancy Awadallah Awad ◽  
Sherif Gamal Saad
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Customer Orientation ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Hotel Performance ◽  
Operational Excellence

Information technology plays a significant role in the practice of customer relationship management (CRM) in hotels, such as helping to achieve profitability through operational excellence, lower costs, and valuing the customer's time. This research aims to examine the influence of information technology and customer relationship management practices on the performance of hotels in Egypt a case of Sharm El Sheikh hotels. To achieve these objectives, two questionnaires were designed to collect respondent's answers. It is recommended to hotels to enhance CRM practices to increase hotel performance and improve information technology to match customer orientation and CRM practices challenges and therefore making Sharm El Sheikh hotels more competitive in the global hotel industry

scholarly journals Kontribusi Ilmu Manajemen dalam Pengembangan Customer Relationship Management (CRM)

2012 ◽  
Vol 2 (1) ◽  
pp. 20
Author(s):  
Ambar Lukitaningsih
Keyword(s):  
Social Sciences ◽  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Management Science ◽  
Customer Relationship ◽  
Powerful Approach ◽  
The Many ◽  
Competitive Economy

<span><em>Often found, that not all companies or businesses offering a product </em><span><em>that they sell to realize the importance of a service to consumers. This could happen </em><span><em>due to the many aspects of customer satisfaction, or products sold is a superior </em><span><em>product or a great demand by consumers, so companies do not have anxiety or fear of </em><span><em>abandonment by consumers. This paper attempts to reveal how management science </em><span><em>has contributed to the marketing management in this system of CRM (Customer </em><span><em>Relationship Management), which can be used by businesses to determine how </em><span><em>these measures or ways to serve consumers, so that consumers feel satisfied, even </em><span><em>become loyal customers and this will positively impact the company’s survival. </em><span><em>CRM (Customer Relationship Management) which is a customer relationship </em><span><em>management company is required to conduct a business or a strategy to serve </em><span><em>customers well. CRM role here is not limited to customer satisfaction, but even </em><span><em>further customers can continue to purchase products and or services that companies </em><span><em>offer, so that with the implementation of CRM, the company can serve customers </em><span><em>well and maintain customer loyalty. With the CRM is an evidence that the effect </em><span><em>of the development of management science now filed under social sciences is very </em><span><em>strong, which was initially characterized by the approach of a strong math and </em><span><em>engineering. Until now, the influence of the more powerful approach, although the </em><span><em>contribution of other social sciences also increasing. The condition makes multisources management as a hybrid science becomes stronger and attracts many people </em><span><em>to learn and even more so of great benefit. The tendency of the environment to be </em><span><em>hyper-competitive economy, the role of science greater getting out of a variety of </em><span><em>problems or crises.</em></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br /></span>

The Role of Brand Loyalty on CRM Performance

2014 ◽  
pp. 252-284 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Business Goals ◽  
Positive Effect

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furthermore, brand loyalty positively mediates the relationships between customer value and customer relationship management performance and between customer satisfaction and customer relationship management performance. Customer value is positively correlated with customer satisfaction. Understanding the theoretical learning is beneficial for organizations aiming to increase customer relationship management performance and achieve business goals.

scholarly journals COVID-19 driven challenges in international B2B customer relationship management: empirical insights from Finnish high-tech industrial microenterprises

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ahmad Arslan ◽  
Ismail Golgeci ◽  
Zaheer Khan ◽  
Petri Ahokangas ◽  
Lauri Haapanen
Keyword(s):  
Emerging Markets ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Relationship Management ◽  
Customer Relationship ◽  
Personal Relationships ◽  
High Tech ◽  
Content Type ◽  
Relationship Initiation

Purpose This paper aims to focus on the influences of the COVID-19 pandemic on business-to-business (B2B) firms’ relationship initiation and customer relationship management in an under-explored and unique context of high-tech industrial microenterprises. The authors analyze the challenges posed by the COVID-19 pandemic in the specific context of B2B relationship initiation and customer relationship management dynamics by examining Finnish B2B industrial microenterprises. Design/methodology/approach The paper uses exploratory in-depth case studies undertaken in three Finnish industrial microenterprises to analyze the influences of the COVID-19 pandemic on their new business relationship initiation and relationship management with the current customers. Findings The case firms quickly adjusted to the “new normal” and used a number of technological resources, including online meetings and three-dimensional demonstrations, among others. A key reason for this quick adjustment was them being microenterprises. However, despite this, lack of access to customer sites remained a hindrance as their products need to fit certain production processes, which cannot be done without physical visits. Furthermore, the development of trust with new customers, especially those based in emerging markets, was challenging due to the lack of physical meetings and site visits. Research limitations/implications The research highlights the challenges posed by the COVID-19 pandemic to B2B relationships and gives an account of the changing dynamics of relationship initiation and customer relationship management amid technological and societal disruptions. It also highlights the continued role of personal relationships and psychical meetings in such relationships. As such, the research informs B2B research that examines the role of personal relationships in B2B marketing. Practical implications The study offers industrial microenterprise executives insights into how to face and tackle COVID-19 driven challenges in B2B customer relationship management and how to integrate technological tools in relationship management practices while understanding where face-to-face meetings are indispensable. Originality/value The study demonstrates areas in which virtual tools can and cannot be substitutes for conventional means of B2B relationship initiation and customer relationship management across developed and emerging markets. It also highlights the specificities of industrial microenterprises and their business development and customer relationship management dynamics mechanisms, a research area that has been rather ignored by prior studies.

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