scholarly journals An Exploration of the Effect of Customer Relationship Management on Organizational Performance in the Banking Sector

2022 ◽  
Vol 13 (1) ◽  
pp. 0-0
Keyword(s):  
Organizational Performance ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Business Environment ◽  
Partial Least Square ◽  
Customer Relationships ◽  
Least Square ◽  
Customer Relationship ◽  
Positive Effects

The main objective of this paper is to test the linkages among customer relationship management (CRM) practices and organizational performance in Palestinian banking sector. This research relies on an online survey which was designed for gathering the data from several employees who serve in banking sector. A total of 223 responses were considered valid for data analysis using SPSS and partial least square approach (PLS-SEM). Overall, the findings verified that customer orientation and CRM organization have significant positive effects on organizational performance. The outcomes also confirmed that CRM technology and knowledge management play important roles in affecting organizational performance. These findings reveal that the current business environment requires organizations to continuously monitor and manage customer relationships effectively for achieving their long range objectives and responding to emerging challenges.

scholarly journals KONTRIBUSI CUSTOMER RELATIONSHIP MANAGEMENT DALAM MENINGKATKAN KINERJA PEMASARAN MELALUI PERAN KEUNGGULAN BERSAING

2019 ◽  
Vol 4 (1) ◽  
pp. 27-35
Author(s):  
Adimas Prabowo ◽  
Gendut Sukarno
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Partial Least Square ◽  
Least Square ◽  
Customer Relationship

Salah satu strategi yang diterapkan organisasi untuk mempelajari kebiasaan dan keperluan pelanggan dinamakan Customer Relationship Management (CRM). Perusahaan yang unggul adalah mempunyai kelebihan disegala aspek dibanding pesaing, diharapkan mampu memberikan dampak terhadap kinerja pemasaran. Penelitian ini bertujuan untuk mengkaji kontribusi CRM dan keunggulan bersaing dalam meningkatkan kinerja pemasaran. Populasi dalam penelitian ini adalah seluruh nasabah kredit pundi rakyat pada BPR Jatim Cabang Surabaya. Adapun sampel dalam penelitian ini adalah nasabah kredit pundi rakyat pada BPR Jatim Cabang Surabaya sebanyak 75 nasabah sebagai responden. Teknik analisis dalam penelitian ini menggunakan Partial Least Square (PLS). Hasil dari olah data menghasilkan temuan Customer Relationship Management (CRM) mampu memberikan kotribusi yang sangat berarti terhadap Keunggulan Bersaing. Serta Customer Relationship Management (CRM) mampu memberikan kotribusi yang sangat berarti terhadap Kinerja Pemasaran, adapun Keunggulan Bersaing mampu memberikan kotribusi yang sangat berarti terhadap Kinerja Pemasaran.

scholarly journals Can Customer Relationship Management Create Customer Agility and Superior Firms’ Performance?

2021 ◽  
Vol 22 (1) ◽  
pp. 175-193
Author(s):  
Vu Minh Ngo ◽  
Hieu Minh Vu
Keyword(s):  
Financial Performance ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Small And Medium Enterprises ◽  
Relationship Management ◽  
Tourism Industry ◽  
Partial Least Square ◽  
Least Square ◽  
Customer Relationship ◽  
Equation Modeling

The growing importance of Customer relationship management (CRM) and agility in any business are universally accepted and extensively investigated in different disciplines. However, lacking empirical evidence for the suggested theoretical framework of agility and their interrelationships with CRM and superior’s financial performance hinders its application in the practices. Thus, this study attempted to address this issue by drawing on the Resource-Advantage theory of sustainable competitive advantages to examine a mechanism through which CRM implementation can generate sustainable competitive and achieve superior financial performance using the Vietnamese tourism industry context. The framework was tested on data collected from 231 Small and Medium Enterprises (SMEs) using Partial Least Square Structural Equation Modeling (PLS-SEM). Findings suggested that different types of CRM processes do not equally influence customer agility, and not all attributes of customer agility exert positive impacts on firms’ performance as well. Also, CRM performance measurement systems were found to moderate these effects positively and substantially. Several practical implications were also derived from the research findings.

MODERATING CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TO ENHANCE FIRM PERFORMANCE THROUGH CONTINUOUS PRODUCT DEVELOPMENT

2012 ◽  
Vol 02 (01) ◽  
pp. 01-08
Author(s):  
Oladele Olajide Patrick
Keyword(s):  
Firm Performance ◽  
Product Development ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Relationship ◽  
Validity And Reliability ◽  
Cross Sectional Survey ◽  
Continuous Product

The banking sector in Nigeria went through various reforms in the last few years and this has resulted in stiff competition in the industry. Based on this the few surviving ones are making concerted efforts to stabilize in the ever changing competitive and uncertain business environment. More importantly, the banks have come to realized that building long-term relationship with their customer is sine qua non to achieving sustainable competitive advantage. This study examines the link between customer relationship management and performance on the banking sector. The researcher built a model using continuous product development to moderate the effect that CRM has on bank performance. Data using primary source was collected from the financial market through a cross sectional survey in Ekiti State, Nigeria. Two pretests of the questionnaire were performed for validity and reliability assessment. Based on extensive review of literature, a 54 item capturing all major sub processes in implementing CRM was evaluated. The Data collected were fitted into regression model. The result indicates that CRM implementation processes are associated with better firm performance more importantly when it is moderated by continuous product development.

Modelling eCRM Systems with the Unified Modelling Language

2011 ◽  
pp. 667-677
Author(s):  
Calin Gurau
Keyword(s):  
Electronic Commerce ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Relationships ◽  
Customer Equity ◽  
Customer Relationship ◽  
Advanced Technology ◽  
Modelling Language

Electronic commerce requires the redefinition of the firm’s relationships with partners, suppliers, and customers. The goal of effective Customer Relationship Management (CRM) practice is to increase the firm’s customer equity, which is defined by the quality, quantity, and duration of customer relationships (Fjermestad & Romano, 2003). The proliferation of electronic devices in the business environment has determined the companies to implement electronic customer relationship management (eCRM) systems, which are using advanced technology to enhance customer relationship management practices.

scholarly journals Customer Relationship Management (CRM) in Banking Sector in Albania

2015 ◽  
Vol 2 (1) ◽  
pp. 136
Author(s):  
Aurela Ramaj
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Consumer Loyalty ◽  
Methods And Techniques ◽  
Management Techniques

The aim of this paper is to examine the Customer Relationship Management as a new methodology looks forward to identify and attract consumers through the process of developing relationships (business - customer). The methodology of the CRM aims to maintain customer satisfaction and increase consumer loyalty. The purpose of this paper is to know the basic capabilities of CRM systems and in-depth knowledge of methods and management techniques customer relationships. This paper will examine the methods and techniques of customer relationship management and display functionalities customer relationship management-implemented in banks.

Customer Relationship Management in Banking Sector

2012 ◽  
Vol 2 (12) ◽  
pp. 80-82
Author(s):  
P.B REDDY P.B REDDY ◽  
◽  
SHALINI. CHENNAMARAJU SHALINI. CHENNAMARAJU ◽  
Dr MORUSU SIVA SANKAR
Keyword(s):  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Customer Relationship

scholarly journals Customer Relationship Management: Related Theories, Challenges and Application in Banking Sector

1970 ◽  
Vol 1 (1) ◽  
pp. 19-28 ◽  
Author(s):  
Babin Pokharel
Keyword(s):  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Customer Relationship

DOI: http://dx.doi.org/10.3126/bj.v1i1.5140 Banking Journal Vol.1(1) 2011: 19-28

scholarly journals Customer Relationship Management In Banking Sector Case Study Of Conventional Banks

2021 ◽  
Vol 2 (6) ◽  
pp. 2136-2142
Author(s):  
Dennis Rydarto Tambunan ◽  
Heru Kreshna Reza ◽  
Melly Susanti ◽  
Sabri
Keyword(s):  
Customer Relationship Management ◽  
Financial Services ◽  
Customer Value ◽  
Banking Sector ◽  
Relationship Management ◽  
Secondary Data ◽  
Customer Relationship ◽  
Primary Data ◽  
Public Sector Banks ◽  
Conventional Banks

The importance of Customer Relationship Management (CRM) to help businesses acquire new customers, retain existing ones and maximize their lifetime value. This paper discusses the role of Customer Relationship Management in 4 bank units and the need for Customer Relationship Management to increase customer value by using several analytical methods in CRM applications. This paper attempts to identify the technological revolution witnessed by commercial banks and to what extent it has benefited banks to build better customer relationship management (CRM) services between public sector banks and private sector banks. The purpose of this study is 1) to analyze customer opinions about bank CRM in relation to service quality management. 2) To find out the customer's opinion about the bank's CRM on customer relationship management. This study uses primary and secondary data. Primary data will be collected by distributing structured questionnaires to conventional banks (Private and Government). Secondary data will be collected from records published by the financial services authority (OJS), standard textbooks and published research papers, and through web information. The primary data required will be collected from 6 banks in Bengkulu. In addition to collecting information from banks, it also collects information from the general public who have bank accounts.  

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