scholarly journals Penerapan Customer Relationship Management Melalui Media Sosial Terhadap Kinerja Bisnis : Kompetensi Sosial Sebagai Variabel Moderasi

2021 ◽  
Vol 3 (3) ◽  
pp. 805
Author(s):  
Marshel Erastus Hariyanto ◽  
Lydiawati Soelaiman
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Business Performance ◽  
Relationship Management ◽  
Social Competency ◽  
Customer Relationship ◽  
Probability Sampling ◽  
Descriptive Research ◽  
Use Of Social Media ◽  
Positive Effect

The purpose of this study was to determine whether there is a positive effect on the use of social media for Customer Relationship Management (CRM) as an independent variable and social competency as a moderating variable on the business performance of MSMEs in Jakarta. The research design used is descriptive research, the sample used in this study non-probability sampling. This study collect data by distributing questionnaires to 42 MSMEs in Jakarta, the results of this study indicate that the use of social media for CRM has a positive and significant effect on business performance, social competency has a positive effect on business performance and social competency is unable to moderate the effect of the use of social media for CRM on business performance.Tujuan dari penelitian ini adalah untuk mengetahui apakah terdapat pengaruh positif penggunaan media sosial untuk Customer Relationship Management (CRM) sebagai variabel independen dan kompetensi sosial sebagai variabel moderasi terhadap kinerja bisnis UMKM di Jakarta. Desain penelitian yang digunakan yaitu penelitian deskriptif, sampel yang digunakan pada penelitian ini yaitu non-probability sampling. Penelitian ini mengumpulkan data dengan menyebar kuesioner kepada 42 UMKM yang ada di Jakarta, hasil dari penelitian ini menunjukkan bahwa penggunaan media sosial untuk CRM berpengaruh positif dan signifikan terhadap kinerja bisnis, kompetensi sosial berpengaruh positif terhadap kinerja bisnis dan kompetensi sosial tidak mampu memoderasi pengaruh penggunaan media sosial untuk CRM terhadap kinerja bisnis.

scholarly journals Social Customer Relationship Management and Organizational Characteristics

Information ◽  
2018 ◽  
Vol 9 (12) ◽  
pp. 306 ◽  
Author(s):  
Kateřina Kantorová ◽  
Pavel Bachmann
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Online Communities ◽  
Relationship Management ◽  
Customer Relationship ◽  
Organizational Characteristics ◽  
Consumer Markets ◽  
Use Of Social Media ◽  
Set Up ◽  
The Relationship

Social customer relationship management (SCRM) is a new philosophy influencing the relationship between customer and organization where the customer gets the opportunity to control the relationship through social media. This paper aims to identify (a) the current level of SCRM and (b) the influence of basic organizational characteristics on the SCRM level. The data were gathered through a questionnaire distributed to 362 organizations headquartered in the Czech Republic. The questionnaire comprised 54 questions focusing on the significance of marketing and CRM practices, establishing a relationship with the customer, online communities, the use of social media in marketing, and acquiring and managing information. Scalable questions with a typical five-level Likert scale were applied in the questionnaire. The results show that larger firms more often set up their own online communities and manage them strategically; moreover, they are able to manage information better. Contrariwise, small-sized organizations use social networks as a way to establish communication with the customer more than large-sized entities. The use of social media for marketing purposes is significantly higher in organizations oriented to consumer markets than in those oriented to business markets.

scholarly journals Social Customer Relationship Management and Organizational Characteristics

2018 ◽  
Author(s):  
Katerina Kantorová ◽  
Pavel Bachmann
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Online Communities ◽  
Relationship Management ◽  
Customer Relationship ◽  
Organizational Characteristics ◽  
Consumer Markets ◽  
Use Of Social Media ◽  
Set Up ◽  
The Relationship

Social customer relationship management (SCRM) is a new philosophy influencing the relationship between customer and organization, where the customer gets opportunity to control relationship through social media. The paper aims on (a) identification of current level of SCRM and also on (b) influence of basic organizational characteristics on SCRM level. The data were gathered through the questionnaire distributed in 362 organization headquartered in the Czech Republic. The questionnaire comprised 54 questions focusing on the significance of marketing and CRM practices, establishing a relationship with the customer, online communities, the use of social media in marketing, and acquiring and managing information. The majority of questions were scalable and used typical five-level Likert scale. Results showed that larger firms more often set up their own online communities and manage them strategically, moreover they are able to manage information better. Contrariwise, small sized organizations use social networks as a way to establish communication with the customer more than large sized entities. Use of social media for marketing purposes is significantly higher in organizations oriented on consumer markets than on business markets.

Customer Relationship Management- The Indian Perspective

2015 ◽  
Vol 3 (2) ◽  
Author(s):  
Pankaj K. Trivedi
Keyword(s):  
Social Media ◽  
Product Quality ◽  
Customer Relationship Management ◽  
Paradigm Shift ◽  
Relationship Management ◽  
Modern Technology ◽  
Customer Relationship ◽  
Brand Name ◽  
Service Support ◽  
Indian Perspective

Market is a kingdom and customer is the king. This is a renowned maxim pursued by the Indian companies in true spirit. With the advancement in modern technology, customers are becoming more and more informed about their need and want. Nowadays social media is educating them and they scout around for best product, brand name, product quality, operation, and service support. Marketing has thus, undergone a paradigm shift and has come up to the point of establishing relationship with customer. Not just retaining the existing customers but even attracting new customers has become a big challenge. This is the main reason why companies have shifted their focus from being product-centric to customer-centric.

scholarly journals CREATING SUSTAINABLE COMPETITIVE ADVANTAGE IN BANKING THROUGH TECHNOLOGY, CUSTOMER RELATIONSHIP MANAGEMENT AND INTERNAL MARKERTING

2017 ◽  
Vol 1 (1) ◽  
pp. 74
Author(s):  
Lilian Achieng Onyango ◽  
Dr. Paul Katuse
Keyword(s):  
Information Technology ◽  
Data Analysis ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Descriptive Statistics ◽  
Customer Relationship ◽  
Sustainable Competitive Advantage ◽  
Significant Positive Effect ◽  
Positive Effect

Purpose: The purpose of the study was to establish the need of creating sustainable competitive advantage in banking through technology, customer relationship management and internal marketing.Methodology: The research was carried out through an explanatory research. The target population of the study was 3,193 employees of the Co-op Bank. A sample of 68 employees spread across the bank was selected. The researcher used descriptive and inferential statistics in this study.  The study used primary data. The study used a questionnaire as the preferred data collection tool. This study used the quantitative method of data analysis which included inferential and descriptive statistics. Descriptive statistics included frequencies and measures of tendency mainly means and frequencies. Inferential statistics included correlation analysis. The tool for data analysis was Statistical Package for Social Sciences (SPSS) version 17 program. The results were presented using tables and pie charts to give a clear picture of the research findings.Results: The findings indicated that information technology has significant positive effect on competitive advantage. The findings also showed that customer relationship management (CRM) has a significant positive effect on competitive advantage of banks. The findings further implied that internal marketing has a significant effect on competitive advantage. Further the findings implied that information technology has significant positive effect on competitive advantage.Unique contribution to theory, practice and policy: Following study results, it was recommended that investment in Information technology be emphasized in the banks as it has an effect on the overall achievement of competitive advantage. The study also recommended that banks should emphasize customer relationship by investing in a customer relationship management system. It was further recommended that employees are central to an effective CRM and as such firms must manage its relationships with their employees if they have any hope of fully serving customer needs and that this is especially important in firms where employees are the eyes of customers.

scholarly journals Implementing Social Customer Relationship Management in Turbulent Environments: A Dynamic Capabilities Perspective

Webology ◽  
2021 ◽  
Vol 18 (SI03) ◽  
pp. 49-70
Author(s):  
Vu Minh Ngo ◽  
Quyen Phu Thi Phan ◽  
Hieu Minh Vu
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Technology Use ◽  
Customer Value ◽  
Dynamic Capabilities ◽  
Relationship Management ◽  
Customer Relationship ◽  
Superior Performance ◽  
Turbulent Environments ◽  
Social Crm

Purpose: Despite the crucial contribution of social media on customer relationship management (CRM) strategies, how social CRM can be transformed into customer value, and economics returns for firms remain unexplored in the hospitality industry, especially in turbulent environments. As a new approach for dealing with both gradual and disruptive changes in the market, this study develops and tests the mediating role of dynamic capabilities in the social CRM - performance relationship. Methodology: Drawing on resource-based view and capabilities perspectives, a mixed methodology was applied. First, a survey was conducted to quantitatively test the proposed hypotheses using Structural Equation Modelling with PLS approach (PLS-SEM) on a sample consisting of 111 SEMs. Then, a qualitative fuzzy-set Comparative Analysis (fsQCA) was employed to look for the unique combinations of capabilities to achieve firms‟ superior performance. Findings: The outcomes indicated a mixture of expected and unexpected findings, including: (i) the direct effect of social CRM on firm‟s performance; (ii) Dynamic capabilities as the missing link between social CRM capabilities and firms‟ performance; (iii) the unique roles of social media technology use in the combinations with other capabilities for generating the best firms‟ performance. Originality: This study is among the few to consider the dynamic nature of the market when investigating how to implement Social CRM successfully. The insights and practical implications in this study can be useful for managers in SMEs whose desire is to build a dynamic system for improving customer value and firms‟ performance.

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