Impact of e-CRM on Website Loyalty of a Public Organization’s Customers

Web-enabled customer relationship management, or e-CRM, is able to simultaneously achieve the conflicting goals of strategic flexibility and operational efficiency in developing and executing innovative e-commerce marketing strategies. A multi-disciplinary field, involving such areas as marketing, economics, business strategy, information systems, social psychology and consumer behavior, e-CRM strengthens customer relationships via a portfolio of trust-building practices with the support of powerful information technologies. While most literature in e-CRM has examined how firms formulate and implement e-CRM initiatives, there is little information on the overall quality of an e-commerce firm’s e-CRM practices from the consumer point of view. This research proposes such a consumer-oriented concept, e-CRM value, based on existing e-CRM research, and examines the effect of e-CRM value on website loyalty. An empirical study is conducted to validate the theoretical model. Customers’ perceptions of e-CRM value have positive causal effects on their website loyalty. Valuable implications can be derived from this finding for public organizations in managing their customer relationships.

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Effects of e-CRM Value Perceptions on Website Loyalty

International Journal of E-Business Research ◽

10.4018/jebr.2010070101 ◽

2010 ◽

Vol 6 (3) ◽

pp. 1-14 ◽

Cited By ~ 2

Author(s):

Wen-Jang Jih ◽

Su-Fang Lee

Keyword(s):

Information Technologies ◽

Causal Effect ◽

Research Literature ◽

Marketing Strategies ◽

Point Of View ◽

Customer Relationship ◽

Value Perceptions ◽

Disciplinary Field ◽

Marketing Information

Web-enabled customer relationship management, or e-CRM, holds the promise to simultaneously achieve the conflicting goals of strategic flexibility and operational efficiency in developing and executing innovative e-commerce marketing strategies. A new multi-disciplinary field involving such diverse areas as marketing, information systems, and consumer behavior, e-CRM seeks to strengthen customer relationship via a portfolio of trust-building practices with the support of powerful information technologies. While most literature in e-CRM has focused on how firms formulate and implement e-CRM initiatives, there is a dearth of literature on viewing the overall quality of an e-commerce firm’s e-CRM practices from the consumer point of view. This research proposes such a consumer-oriented concept, e-CRM value, based on existing e-CRM research literature and examines the effect of e-CRM value on website loyalty. It was found that customers’ perception of e-CRM value has a positive causal effect on their website loyalty. The implications of this finding for the theory-building of e-CRM and marketing practices of e-commerce firms are discussed.

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Effects of e-CRM Value Perceptions on Website Loyalty

Transformations in E-Business Technologies and Commerce ◽

10.4018/978-1-61350-462-8.ch005 ◽

2011 ◽

pp. 79-92

Author(s):

Wen-Jang Jih ◽

Su-Fang Lee

Keyword(s):

Information Technologies ◽

Causal Effect ◽

Research Literature ◽

Point Of View ◽

Customer Relationship ◽

Theory Building ◽

Value Perceptions ◽

Disciplinary Field ◽

Marketing Information

Web-enabled customer relationship management, or e-CRM, holds the promise to simultaneously achieve the conflicting goals of strategic flexibility and operational efficiency in developing and executing innovative e-commerce marketing strategies. A new multi-disciplinary field involving such diverse areas as marketing, information systems, and consumer behavior, e-CRM seeks to strengthen customer relationship via a portfolio of trust-building practices with the support of powerful information technologies. While most literature in e-CRM has focused on how firms formulate and implement e-CRM initiatives, there is a dearth of literature on viewing the overall quality of an e-commerce firm’s e-CRM practices from the consumer point of view. This research proposes such a consumer-oriented concept, e-CRM value, based on existing e-CRM research literature and examines the effect of e-CRM value on website loyalty. It was found that customers’ perception of e-CRM value has a positive causal effect on their website loyalty. The implications of this finding for the theory-building of e-CRM and marketing practices of e-commerce firms are discussed.

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From Local Information Systems to Global Customer Relationship Management

Advances in Electronic Government, Digital Divide, and Regional Development - Globalization and Governance in the International Political Economy ◽

10.4018/978-1-4666-4639-1.ch023 ◽

2014 ◽

pp. 299-305 ◽

Cited By ~ 1

Author(s):

Ulas Akkucuk

Keyword(s):

Eastern Europe ◽

Customer Relationship Management ◽

Information Technologies ◽

Relationship Management ◽

Local Information ◽

Customer Relationships ◽

Customer Relationship ◽

The World ◽

Flow Of Information ◽

Opening Up

Advances in computer and information technologies have been utilized by companies all over the world since the 1990s. Corresponding roughly to the same period, global trade has increased dramatically. The opening up of large markets like China and the Eastern Europe contributed to this trend. National companies turned global and had to manage operations in a number of different countries. Companies strived to maintain better customer relationships through CRM programs aimed at managing the flow of information, interacting with the customers, and in the end, formulating individualized offerings for them. Globalization has led to the development of the new notion of Global Customer Relationship Management as opposed to having independent local CRM programs operating in the subsidiaries. This chapter presents the issues facing the implementation of such Global CRM programs and provides the important conceptual frameworks proposed in the literature.

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The Dynamic Structure Of Customer Relationship Management With Implications For Business Implementation

Journal of Business & Economics Research (JBER) ◽

10.19030/jber.v6i6.2438 ◽

2011 ◽

Vol 6 (6) ◽

Author(s):

Kuan C. Chen

Keyword(s):

Customer Relationship Management ◽

Business Strategy ◽

Relationship Management ◽

Control Policy ◽

Dynamic Structure ◽

Scenario Planning ◽

Management Control ◽

Customer Relationships ◽

Customer Relationship ◽

Holistic View

CRM (Customer Relationship Management) is a systematic business approach using information and on-going dialogue to build long lasting and mutually beneficial customer relationships. CRM integrates data, technology, analyses and marketing and communications processes across all customer touch-points. CRM can be an effective business strategy tool when used appropriately, especially now in our customer center business.  To the end, a holistic view of the implementation of CRM should be made in order to discuss the pro and con about this strategy.  This paper will review a number of CRM literatures and a conceptual systems thinking model will be built to explore these Customer Relationship Management related components to guide the administrators as they attempt to steer the Customer Relationship Management clear of these obstacles.  Specifically, systems feedback loops as a tool to demonstrate the dynamic structure of Customer Relationship Management components and assist the management control policy scenario planning.

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Customer Relationship Management (CRM)

Business Web Strategy ◽

10.4018/978-1-60566-024-0.ch005 ◽

2009 ◽

pp. 94-117

Author(s):

Mahesh Raisinghani ◽

Abdu Albur ◽

Sue Leferink ◽

Thomas Lyle ◽

Stephen Proctor

Keyword(s):

Customer Relationship Management ◽

Business Strategy ◽

Business Processes ◽

Relationship Management ◽

Internet Marketing ◽

Customer Relationships ◽

Customer Relationship ◽

Technical Solution ◽

Strategic Implementation

This chapter discusses customer relationship management (CRM) as a customer-focused business strategy enhanced by technology that automates and enhances business processes to proactively manage profitable and long-term customer relationships. CRM solutions span a continuum of implementations from a narrow tactical implementation of a specific technical solution to a broad strategic implementation of a customer centric solution. Furthermore, the authors hope that understanding the underlying assumptions and theoretical constructs through the use of CRM will not only inform researchers of a better CRM design for studying e-commerce and Internet marketing, but also assist in the understanding of intricate relationships between different factors.

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From Local Information Systems to Global Customer Relationship Management

Marketing and Consumer Behavior ◽

10.4018/978-1-4666-7357-1.ch034 ◽

2015 ◽

pp. 759-765

Author(s):

Ulas Akkucuk

Keyword(s):

Eastern Europe ◽

Customer Relationship Management ◽

Information Technologies ◽

Relationship Management ◽

Local Information ◽

Customer Relationships ◽

Customer Relationship ◽

The World ◽

Flow Of Information ◽

Opening Up

Advances in computer and information technologies have been utilized by companies all over the world since the 1990s. Corresponding roughly to the same period, global trade has increased dramatically. The opening up of large markets like China and the Eastern Europe contributed to this trend. National companies turned global and had to manage operations in a number of different countries. Companies strived to maintain better customer relationships through CRM programs aimed at managing the flow of information, interacting with the customers, and in the end, formulating individualized offerings for them. Globalization has led to the development of the new notion of Global Customer Relationship Management as opposed to having independent local CRM programs operating in the subsidiaries. This chapter presents the issues facing the implementation of such Global CRM programs and provides the important conceptual frameworks proposed in the literature.

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Implementasi Customer Relationship Management (CRM) Pada Penerimaan Siswa Baru (Studi Kasus di Pondok Pesantren Darussalam Kabupaten Garut)

NUANSA INFORMATIKA ◽

10.25134/nuansa.v12i1.1346 ◽

2018 ◽

Vol 12 (1) ◽

Author(s):

Jajang Abdurahman ◽

Dadang Hamdani ◽

Panji Novantara

Keyword(s):

Data Storage ◽

Customer Relationship Management ◽

Business Strategy ◽

System Development ◽

Relationship Management ◽

Customer Relationships ◽

Customer Relationship ◽

White Box Testing ◽

School Manager ◽

New Student

Along the tight competition in education field, especially the recruitment of students, the school manager faces problem in making right decision. In addition, to maintain the potential learners, it also needs an effort to get new learners through best strategies of school promotion. Therefore, improving service quality to win promotion competition is very important to do.One of methods in improving service towards customer is �customer relationship management (CRM), as a comprehensive business strategy of a company that enables the enterprise to manage customer relationships effectively, in this research, the writer uses Operational Customer Relationship Management. Whereas the method of system development used is Waterfall method.The system is built as a base Web to expand the spread of online new student enrollment information, so this programme is potentially to get new learners, the system was built as a web based, it uses PHP programming language and MySQL as data storage media and SMS Gateway as a support system in facilitating the students� and parents�services, testing methods also used black box & white box testing. This system can be used by 4 access, they are students, parents, New Students enrollment �committee and head devision of TMI.Using computer technology, Customer Relationship Management (CRM) is more developed and wider system because using CRM can keep the customers of the existing learners, the recruitment of new learners, the faster responses to learners� parents, and so on.Keywords: Online New Student Registration, Customer Relationship Management (CRM) Operational, Waterfall, Web

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Customer Relationship Management (CRM)

Business Information Systems ◽

10.4018/978-1-61520-969-9.ch125 ◽

2010 ◽

pp. 2055-2077

Author(s):

Mahesh Raisinghani ◽

Abdu Albur ◽

Sue Leferink ◽

Thomas Lyle ◽

Stephen Proctor

Keyword(s):

Customer Relationship Management ◽

Business Strategy ◽

Business Processes ◽

Relationship Management ◽

Internet Marketing ◽

Customer Relationships ◽

Customer Relationship ◽

Technical Solution ◽

Strategic Implementation

This chapter discusses customer relationship management (CRM) as a customer-focused business strategy enhanced by technology that automates and enhances business processes to proactively manage profitable and long-term customer relationships. CRM solutions span a continuum of implementations from a narrow tactical implementation of a specific technical solution to a broad strategic implementation of a customer centric solution. Furthermore, the authors hope that understanding the underlying assumptions and theoretical constructs through the use of CRM will not only inform researchers of a better CRM design for studying e-commerce and Internet marketing, but also assist in the understanding of intricate relationships between different factors.

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Influence of Customer Relationship Management, Brand Equity, Perceived Product Quality, Perceived Price on Customer Value and Purchase Intention (Studies Philips Light Bulb in Batam)

International Journal of Economics and Finance ◽

10.5539/ijef.v9n7p122 ◽

2017 ◽

Vol 9 (7) ◽

pp. 122 ◽

Cited By ~ 2

Author(s):

Lukmanul Hakim ◽

Nanis Susanti ◽

Ujianto

Keyword(s):

Customer Relationship Management ◽

Brand Equity ◽

Purchase Intention ◽

Customer Value ◽

Relationship Management ◽

Perceived Quality ◽

Customer Relationship ◽

Light Bulb ◽

Perceived Price

This study tried to determine and analyze the deeper understanding of the influence of customer relationship management, brand equity, perceived of product quality, perceived value and price to the customer at the customer's purchase intention Philips light bulb in Batam.The population in this study are all users (consumers) electric light bulb philips brands in the city of Batam. Testing of the model in this study, with Generalized Least Square Estimation (GLS), analysis of structural equation modeling (SEM), proportional random sampling method and software assistance Amos 22, on 240 respondents from eight times the 30 indicators the study variables. The test results indicate the model (fit) seen from the GFI, AGFI, TLI, CFI, RMSEA and CMIN / DF, each of 0915, 0901, 0949, 0953, 0063, and 1,376 are all that are in the range of expected values so that the model can be accepted.The results showed that: 1). Customer relationship management influence on customer value, it shows that with good customer relationship management program, will increase customer value. 2) Customer relationship management influence on purchase intention, it shows that with good customer relationship management program, will increase customer value. 3) Brand equity effect on customer value, it shows that with a good brand equity, will increase customer value. 4). Brand equity effect on purchase intention, it shows that with a good brand equity, will increase customer value. 5) Perceived quality of product effect on customer value, it indicates that the perceived quality of a good product, will increase customer value. 6). Perceived quality of product effect on purchase intention, this suggests that the perceived quality of a good product, will increase purchase intention. 7). Perceived price effect on customer value, it indicates that the perceived price friendly, will increase customer value. 8) Perceived price effect on purchase intention, this suggests that the perceived price friendly, will increase purchase intention. 9). Customer value effect on purchase intention, it shows that with high customer value, will raise the purchase intention.

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