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. 

scholarly journals PERANCANGAN APLIKASI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) UNTUK MENINGKATKAN LAYANAN PELANGGAN PADA TOKO UNFORGIVN TOXIC FASHION LUBUK ALUNG

2020 ◽  
Vol 3 (2) ◽  
pp. 202-214
Author(s):  
Erlinda Erlinda ◽  
Elgamar Syam ◽  
Sri Chairani
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Business Relationships ◽  
Application Development ◽  
Development Management ◽  
The Relationship ◽  
Type Of Management

A study has been done on the sales Unforgivn Toxic Fashion store regarding application development Management Customer Relationship (CRM) with the use of the website. Management Customer Relationship (CRM) is one type of management that specifically discusses the theory about the handling of the relationship between the company and its customers with the aim of increasing the company's value in the eyes of its customers. today many companies are using Management Customer Relationship (CRM) to build customer relationships. by utilizing Management Customer Relationship (CRM), companies will know what is expected and required customers that will create an emotional bond that can create strong business relationships and open and two-way communication between them. 

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. 

scholarly journals The mediating role of customer relationship management between e-supply chain management and competitive advantage

2022 ◽  
Vol 6 (1) ◽  
pp. 263-272 ◽  
Author(s):  
Abdalrazzaq Aloqool ◽  
Malek Alharafsheh ◽  
Hadeel Abdellatif ◽  
Lana Ahmad Suleiman Alghasawneh ◽  
Jassim Ah-mad Al-Gasawneh
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chain Management ◽  
Competitive Position ◽  
The Relationship

The purpose of this study is to explore the role of implementing e-supply chain management (E-SCM) on the competitive position of companies and whether implementing customer relationship management (CRM) can affect the relationship between E-SCM and competitive advantage. To achieve this objective, a quantitative approach was utilized. A total of 300 questionnaires were distributed where 243 questionnaires were returned, with 17 incomplete questionnaires being excluded, leaving 226 usable questionnaires. PLS-SEM software was used to analyze the data. The results of this study demonstrate the imperative role of implementing E-SCM and CRM on creating a competitive advantage for firms. It also shows that CRM mediates the relationship between E-SCM and competitive advantage, suggesting that utilizing different technologies can help firms better communicate with their customers and thus better serve them which in turn will enhance customers’ satisfaction and thus boost the competitive position of the firm.

Consumer-Brand Relationship

2013 ◽  
pp. 414-434 ◽  
Author(s):  
Sandra Maria Correia Loureiro
Keyword(s):  
Theoretical Model ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Cultural Value ◽  
Positive Outcomes ◽  
Brand Relationship ◽  
Symbolic Meanings ◽  
The Relationship

The relationship between a brand and consumers is known to produce positive outcomes for both partners. Consumers develop relationships with diverse brands regarding brands as partners. Brands are humanized in the minds of consumers and therefore provide symbolic meanings and social and cultural value, which is beyond the utilitarian benefits. Following this paradigm, the purpose of this chapter is to show an overview of the research from customer relationship management to consumer-brand relationship and propose a theoretical model of consumer-brand relationship process. In this vein, the chapter begins with the conceptualization of customer relationship management. Then, the foundation, an overview of main theories, and the seminal models of consumer-brand relationship are shown. Finally, a model of consumer-brand relationship process is proposed and insights for further research are provided.

Market Orientation, Customer Relationship Management (CRM) Implementation Intensity, and CRM Performance

2015 ◽  
pp. 149-172
Author(s):  
Bryan Soh Yuen Liew ◽  
T. Ramayah ◽  
Jasmine A. L. Yeap
Keyword(s):  
Market Orientation ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Positive Impact ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Equation Modeling ◽  
The Relationship ◽  
Technology Trends

The Web hosting industry is characterized by the rapid growth of information technology trends as well as constantly growing competition. Market orientation and Customer Relationship Management (CRM) are thought of as key solutions to this predicament. Thus, the purpose of this study was to test the effect of market orientation on CRM implementation intensity and subsequently the effect of CRM implementation intensity on CRM performance. Data was collected via online questionnaires from 81 online Web hosting companies around the world and analyzed using Partial Least Squares structural equation modeling technique. The results indicated that market orientation had a significant positive impact on CRM implementation intensity and CRM implementation intensity had a direct positive influence on CRM performance. A test of mediation also confirmed that CRM implementation intensity mediated the relationship between market orientation and CRM performance. Implications of these findings are further explored.

Big Data and Service Science

2016 ◽  
pp. 180-196
Author(s):  
Tu-Bao Ho ◽  
Siriwon Taewijit ◽  
Quang-Bach Ho ◽  
Hieu-Chi Dam
Keyword(s):  
Machine Learning ◽  
Data Mining ◽  
Big Data ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Service Science ◽  
Customer Relationship ◽  
Service Value ◽  
Mining Methods ◽  
The Relationship

Big data is about handling huge and/or complex datasets that conventional technologies cannot handle or handle well. Big data is currently receiving tremendous attention from both industry and academia as there is much more data around us than ever before. This chapter addresses the relationship between big data and service science, especially how big data can contribute to the process of co-creation of service value. In particular, the value co-creation in terms of customer relationship management is mentioned. The chapter starts with brief descriptions of big data, machine learning and data mining methods, service science and its model of value co-creation, and then addresses the key idea of how big data can contribute to co-create service value.

A conceptual framework to explain the relationship among electronic customer relationship management and electronic customer lifetime value: investigation the antecedents and presentation a structural model

2018 ◽  
Vol 4 (10) ◽  
pp. 185-193
Author(s):  
Mohammad Safari
Keyword(s):  
Conceptual Framework ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Lifetime Value ◽  
Customer Relationship ◽  
Electronic Business ◽  
Customer Lifetime ◽  
Lifetime Value ◽  
The Relationship

This study investigates the relationship between electronic customer relationship management (CRM) and electronic customer lifetime value and their analysis in the electronic business environment in the form of a conceptual framework. CRM is a tool that different industries, especially in competitive conditions, use to maintain customers and increase their satisfaction. An important concept that arises as customer lifetime value that specifies the expected amount of value that the client in a given period of time creates is undoubtedly related to the benefits that accrue to the organisation. The global nature of business as well as the development of information and communication technology is forcing organisations to take advantage of emerging technologies to maintain their competitiveness. The use of e-business is a prominent example. The results of this study could help both researchers and executives of organisations and businesses with the subject of research, and provide good insights for them. Keywords: Electronic business (e-Business), electronic customer relationship management (e-CRM), electronic customer lifetime value (e-CLV), relationship marketing;

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.

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