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

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 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.

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.

USING SOCIAL NETWORK PARADIGM FOR DEVELOPING A CONCEPTUAL FRAMEWORK IN CRM

2011 ◽  
Vol 01 (04) ◽  
pp. 63-71
Author(s):  
Mohammad Javad Mosadegh ◽  
Mehdi Behboudi
Keyword(s):  
Social Networks ◽  
Social Network ◽  
New Media ◽  
Conceptual Framework ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Its Analysis ◽  
Analysis Tools

This study develops a conceptual framework for applying social networks in usual CRM models. Recent changing in customer relationship theme and putting new media and network-based paradigm into practice makes it imperative to find how social networks affect CRMs. Accordingly, this study explains the role of social networks in customer relationship management by using its analysis, tools and aspects of this concepts based on CRM models. We have provided a SCRM framework that is based on usual CRM models and incorporates Social networks and its tools, methods and analysis. The framework is combination of Social networks concept and traditional CRM concepts.

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