Electronic Customer Relationship Management and SME Marketing Practice

2009 ◽  
Vol 1 (4) ◽  
pp. 95-110 ◽  
Author(s):  
Fiona McMahon ◽  
Aodheen O’Donnell
Keyword(s):  
Customer Relationship Management ◽  
Large Firm ◽  
Customer Relations ◽  
Customer Relationship ◽  
Network Marketing ◽  
Marketing Practice ◽  
Entrepreneurial Marketing ◽  
Value Propositions ◽  
The Creation ◽  
Unique Context

Evidence suggests that small to medium sized enterprises (SMEs) have failed to capitalize on the Internet to facilitate the management of customer relations (e-CRM) and the creation of competitive advantage (Chen & Popovich, 2003; Geiger & Martin, 1999; McGowan et al., 2001; O’Toole, 2001). This is attributed to a lack of influence, time, finance and specialised knowledge, (Carson & Gilmore, 2003) coupled with the reality that most Information Systems and Technology models and tools have been developed from the perspective of the large firm (Maguire et al., 2007; Poon & Swatman, 1999).Despite such constraints, it is posited that by exploring the components of e-CRM in the unique context of SME business and marketing practice that a natural synergy exists between e-CRM and SME marketing in the creation of value propositions. Specifically this is addressed through the two contributing constructs of SME marketing; namely entrepreneurial marketing and network marketing (Carson & Gilmore, 2000).

Electronic Customer Relationship Management and SME Marketing Practice

2010 ◽  
pp. 2024-2040
Author(s):  
Fiona McMahon ◽  
Aodheen O’Donnell
Keyword(s):  
Competitive Advantage ◽  
Relationship Management ◽  
Customer Relationship ◽  
The Internet ◽  
Network Marketing ◽  
Marketing Practice ◽  
Entrepreneurial Marketing ◽  
Value Propositions ◽  
The Creation ◽  
Unique Context

Evidence suggests that small to medium sized enterprises (SMEs) have failed to capitalize on the Internet to facilitate the management of customer relations (e-CRM) and the creation of competitive advantage (Chen & Popovich, 2003; Geiger & Martin, 1999; McGowan et al., 2001; O’Toole, 2001). This is attributed to a lack of influence, time, finance and specialised knowledge, (Carson & Gilmore, 2003) coupled with the reality that most Information Systems and Technology models and tools have been developed from the perspective of the large firm (Maguire et al., 2007; Poon & Swatman, 1999). Despite such constraints, it is posited that by exploring the components of e-CRM in the unique context of SME business and marketing practice that a natural synergy exists between e-CRM and SME marketing in the creation of value propositions. Specifically this is addressed through the two contributing constructs of SME marketing; namely entrepreneurial marketing and network marketing (Carson & Gilmore, 2000).

Electronic Customer Relationship Management and SME Marketing Practice

2010 ◽  
pp. 220-236
Author(s):  
Fiona McMahon ◽  
Aodheen O’Donnell
Keyword(s):  
Competitive Advantage ◽  
Relationship Management ◽  
Customer Relationship ◽  
The Internet ◽  
Network Marketing ◽  
Marketing Practice ◽  
Entrepreneurial Marketing ◽  
Value Propositions ◽  
The Creation ◽  
Unique Context

Evidence suggests that small to medium sized enterprises (SMEs) have failed to capitalize on the Internet to facilitate the management of customer relations (e-CRM) and the creation of competitive advantage (Chen & Popovich, 2003; Geiger & Martin, 1999; McGowan et al., 2001; O’Toole, 2001). This is attributed to a lack of influence, time, finance and specialised knowledge, (Carson & Gilmore, 2003) coupled with the reality that most Information Systems and Technology models and tools have been developed from the perspective of the large firm (Maguire et al., 2007; Poon & Swatman, 1999). Despite such constraints, it is posited that by exploring the components of e-CRM in the unique context of SME business and marketing practice that a natural synergy exists between e-CRM and SME marketing in the creation of value propositions. Specifically this is addressed through the two contributing constructs of SME marketing; namely entrepreneurial marketing and network marketing (Carson & Gilmore, 2000).

Exploring the Potential of e-CRM in SME Marketing Practice

E-Marketing ◽  
2012 ◽  
pp. 1012-1029
Author(s):  
Fiona McMahon ◽  
Aodheen O’Donnell
Keyword(s):  
Network Marketing ◽  
Marketing Practice ◽  
Entrepreneurial Marketing ◽  
Value Propositions ◽  
The Creation ◽  
Unique Context

Despite such constraints, it is posited that by exploring the components of e-CRM in the unique context of SME business and marketing practice that a natural synergy exists between e-CRM and SME marketing in the creation of value propositions. Specifically this is addressed through the two contributing constructs of SME marketing; namely entrepreneurial marketing and network marketing (Carson & Gilmore, 2000).

Exploring the Potential of e-CRM in SME Marketing Practice

2011 ◽  
pp. 149-166
Author(s):  
Fiona McMahon ◽  
Aodheen O’Donnell
Keyword(s):  
Network Marketing ◽  
Marketing Practice ◽  
Entrepreneurial Marketing ◽  
Value Propositions ◽  
The Creation ◽  
Unique Context

Despite such constraints, it is posited that by exploring the components of e-CRM in the unique context of SME business and marketing practice that a natural synergy exists between e-CRM and SME marketing in the creation of value propositions. Specifically this is addressed through the two contributing constructs of SME marketing; namely entrepreneurial marketing and network marketing (Carson & Gilmore, 2000).

scholarly journals Identifying Factors of Indian Health System and Their Influence for Providing Good Customer Care

2021 ◽  
Vol 16 (4) ◽  
pp. 1-17
Author(s):  
Meenakshi Sood ◽  
Arun Aggarwal ◽  
Sahil Gupta ◽  
Sanjay Rastogi
Keyword(s):  
Health System ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Service Industry ◽  
Customer Relations ◽  
Customer Relationship ◽  
Indian Health ◽  
Equation Modelling ◽  
Customer Care ◽  
Legitimate Expectations

Customer relationship management is important for any service industry as a satisfied customer is likely to remain loyal, spread publicity thereby ensuring profits to the organizations. Healthcare is an important and fast-growing service industry in which patient is the customer and maintaining good relationship with them is highly profitable. Good customer relationship comes from an understanding of patients’ expectations and what factors lead to patient satisfaction. WHO in its report in 2000 introduced the Concept-Responsiveness, which deals with ‘meeting the universal, legitimate expectations of the patients. This study identifies factors related to patients’ expectations, satisfaction and hence good customer relations in Indian health system. Structural equation modelling was used to measure the influence of the factors suggested. The results show significant influence of patient’s expectations on customer relationship.

The Impact of Customer Relationship Management and its Significant Relationship to Customers’ Satisfaction in Cooperative Banking (A Case Study of Kangra Central Co-operative Bank)

2017 ◽  
Vol 9 (2) ◽  
pp. 59 ◽  
Author(s):  
Manvinder Singh Tandon ◽  
Narender Nath Sharma ◽  
Vipan Kumar Bhulal
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Traditional Method ◽  
Customer Relations ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Relationship ◽  
Business Organization ◽  
The Impact

Customer relationship management is the durable and the most effective approach in maintaining and creating relationship with customers. Once this personal and emotional relationship is built, it is very easy for any organization to identify the actual needs of customer and help them to serve them in a better way. Business organization would not flourish until and unless their customers are happy; this is the reason, why Customer Relationship Management (CRM) is so important? In the present competitive business environment attracting and retaining customers is a challenging task for business organization. To grow, businesses do any only need to attract new customers but also to hold on to existing customers. CRM facilitates organization not only to gain customers but also to retain them. It focuses on improving sales and productivity by effectively catering to customer demands, queries and complaints. Though the traditional method of maintaining good customer relations is still being used yet the importance of CRM cannot be neglected. The more effectively a business can use information about its customer to meet their needs the more profitable it would be for the organization. Companies can provide excellent customer service if they are aware about their customers’ needs and react to those needs effectively. CRM helps you to understand, anticipate and respond to your customers’ needs and react in a consistent way. The paper analyses how organization use CRM as a technique to gain business distinction.

PENERAPAN KONSEP CUSTOMER RELATIONSHIP MANAGEMENT DALAM MEMBANGUN BRANDING CATERING KOTA PADANG

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Mutiana Pratiwi ◽  
Widia Marta
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Medium Enterprise ◽  
The Creation ◽  
The Many

Small micro business is a business that is very helpful in various aspects of the Indonesian economy. In Padang city has various types of SME businesses. One of them is Catering. The development of catering business in this city is very rapid because of the many interests of the community to use these services. As a result, competition arises between businesses which shows a significant impact on the catering business so that each of these businesses must be able to create their own market by creating a Brand for their catering business. The purpose of this study is to analyze the system to create E-Branding with the concept of CRM (Customer Relationship Management). The results of this study are the creation of E-Branding Catering, which has benefits as a form of actualizing the character of SME Catering businesses and supporting marketing and increasing competitiveness.Keywords: Brands, customer releationship management, Catering, small medium enterprise, e-branding

scholarly journals Pengaruh Customer Relationship Management dan Kepercayaan Merek Terhadap Loyalitas Pelanggan Telkomsel

Prologia ◽  
2019 ◽  
Vol 2 (2) ◽  
pp. 278
Author(s):  
Della Krissianty ◽  
Widayatmoko Widayatmoko
Keyword(s):  
Public Relations ◽  
Customer Relationship Management ◽  
Customer Relations ◽  
Relationship Management ◽  
Customer Relationship ◽  
Purposive Sampling

Penelitian ini bertujuan untuk mengetahui Customer Relationship Management dan kegiatan yang menciptakan kepercayaan merek sehingga munculnya loyalitas pelanggan. Teori yang digunakan dalam penelitian ini adalah teori Public Relations, Customer Relations, Customer Relationship Management, kepercayaan merek dan loyalitas pelanggan. Penelitian ini menggunakan metode penelitian kuantitatif dengan metode survey. Teknik penelitian yang digunakan adalah non probability dengan pendekatan purposive sampling, responden sebanyak 100 orang. Teknik pengumpulan data dengan menggunakan kuesioner dan studi kepustakaan. Uji persyaratan analisis menggunakan uji validitas, reliabilitas, multikolinearitas dan heteroskedastisitas. Analisis data menggunakan koefisien korelasi berganda, koefisien determinasi, analisis regresi linier berganda, uji t dan uji F. Hasil dari uji koefisien korelasi berganda sebesar 0,580 artinya memiliki hubungan antar variabel sedang, sedangkan pada koefisien determinasi didapatkan hasil sebesar 33,6% loyalitas pelanggan Telkomsel dipengaruhi oleh Customer Relationship Management dan kepercayaan merek. Hasil uji t kedua variabel diketahui bahwa Ha diterima, artinya kegiatan Customer Relationship Management dan kepercayaan merek secara parsial berpengaruh terhadap loyalitas pelanggan Telkomsel. Berdasarkan hasil uji F diketahui F tabel (3,09) < F hitung (24,538) maka Ha diterima, artinya variabel Customer Relationship Management dan kepercayaan merek secara bersama-sama berpengaruh terhadap loyalitas pelanggan Telkomsel.

scholarly journals SISTEM INFORMASI MANAGEMEN COMPLAIN SERVICE CENTER DALAM MENINGKATKAN PELAYANAN TERHADAP CUSTOMER BERBASIS CRM DI GALLERY SMARTFREN KUNINGAN (Studi Kasus : Gallery Smartfren Kuningan)

2018 ◽  
Vol 12 (2) ◽  
Author(s):  
Meri Siti Maryam
Keyword(s):  
Customer Relationship Management ◽  
Management System ◽  
Customer Relations ◽  
Relationship Management ◽  
Customer Relationship ◽  
Service Center ◽  
Consumer Market ◽  
Business World ◽  
Telecommunication Companies ◽  
Management Method

The business world of the industry continues to grow to be part of one of the spearheads of telecommunication companies in an effort to realize the consumer market. Everyone present at the Kuningan Smartfren Gallery often happens to everyone who comes to the gallery to find people who want to access the hard service, in this case often in the gallery traversed by consumers who should be handled well by the smartfren while the number of waiters limited. The answer is that consumers often do complain to the party smartfren dikarnakan service dissatisfaction. To avoid these things then the management system will provide more effective complaints for every consumer who can access properly and on time. One form of method used to discuss the problem is the CRM method or known as Customer Relations Management. One of the implementation of CRM that fall into this category is in the form of sms gateway.Keywords: Customer Relationship Management Method, SMS GATEWAY

scholarly journals The Role of Customer Relationship Management in Indonesia Business

2017 ◽  
Vol 14 (01) ◽  
pp. 1
Author(s):  
Erna Andajani ◽  
Nurul Badriyah
Keyword(s):  
Customer Relationship Management ◽  
Driving Force ◽  
Customer Relations ◽  
Relationship Management ◽  
Research Management ◽  
Customer Relationship ◽  
Business Services ◽  
Business Enterprises ◽  
Business Objects

Companies need to have tactics to win business competition. One way that can be used by the company is to recognize and understand the customer. Companies that perform customer relationship management will be able to sustain its business. The existence of customers is the driving force of business enterprises in various industries. In business services, the customer can be as an actor and a very crucial business objects. This study aimed to clarify the concept of customer relationship management and serves some research management customer relations in Indonesia. The study also describes the application of customer relationship management the company has done in Indonesia.  Keywords : Customer Relationship Management, Customer, Relationship Judul Asli : Peran Manajemen Hubungan Pelanggan dalam Bisnis Indonesia

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