scholarly journals The Impact of CRM Strategy on Customer Loyalty in SMEs

2018 ◽  
Vol 11 (11) ◽  
pp. 37 ◽  
Author(s):  
Lena Saleh ◽  
Laura El Saheli
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Customer Relationship ◽  
Long Run ◽  
Study Results ◽  
Small Medium Enterprises ◽  
Medium Enterprises ◽  
The Impact

The beauty service industry is one of the most flourishing industries in contemporary Beirut, the capital of Lebanon, as versatile demands from men and women have catered to this uplifting growth. A national scandal, however, lead to the suspension of several beauty centers, and conveyed a challenge for competitive small-medium enterprises (SME) to sustain relationships with customers over the long-run. The aim of this study was to understand the impact of customer relationship management (CRM) strategy on customer loyalty using the case of beauty centers in Beirut, Lebanon. The study employed a quantitative approach where data was collected by means of a questionnaire, from a sample of 103 customers. Four variables, as components of CRM, were measured in this study. Results of the statistical analysis verified that customer experience, employee behaviour, and value proposition have a positive impact on customer loyalty. This research provides recommendations for strategically improving relationship-oriented practices in Lebanese SMEs, particularly in the beauty sector.

scholarly journals CRM Implementation in Lebanese SMEs: Descriptive Analysis

2019 ◽  
Vol 11 (1) ◽  
pp. 76
Author(s):  
Lena Saleh ◽  
Laura El Saheli
Keyword(s):  
Statistical Analysis ◽  
Service Industry ◽  
Descriptive Analysis ◽  
Economic Value ◽  
Men And Women ◽  
Long Run ◽  
Study Results ◽  
Small Medium Enterprises ◽  
Medium Enterprises ◽  
Wealth Generation

SMEs and entrepreneurship are the foundational drivers for the creation of economic value, source of innovation, employment and wealth generation across the globe (Inventis, 2014). The beauty service industry is one of the most flourishing industries in contemporary Beirut, the capital of Lebanon, as versatile demands from men and women have catered to this uplifting growth. A national scandal, however, lead to the suspension of several beauty centers, and conveyed a challenge for competitive small-medium enterprises (SME) to sustain relationships with customers over the long-run. The aim of this study was to discover the extent to which CRM is implemented in SMEs, using the case of beauty centers in Beirut, Lebanon. The study employed a quantitative approach where data was collected by means of a questionnaire, from a sample of 103 customers. Four variables, as components of CRM, were measured in this study. Results of the statistical analysis found that SMEs in Lebanon implement CRM strategy to a good extent. This research provides recommendations for strategically improving relationship-oriented practices in Lebanese SMEs, particularly in the beauty sector.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

scholarly journals Impact of customer relationship management on customer satisfaction in hoteling industry

2014 ◽  
Vol 2 (2) ◽  
pp. 8-12
Author(s):  
Sanaullah Nazir ◽  
Sheraz Khan ◽  
Raja Ahmed Jamil ◽  
Qazi Shujaat Mehmood
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Positive Impact ◽  
Relationship Management ◽  
Success For All ◽  
Customer Relationship ◽  
Management Service ◽  
Access To Services ◽  
The Impact

Customer satisfaction is an imperative element of the success for all businesses. One of the biggest challenges of a marketer is how to satisfy and retain the customers. The purpose of this study is to find the impact of customer relationship management on customer satisfaction.  A total of 130 participants was selected through purposive sampling from the different hotels of Islamabad city. Data was collected from the participants by using standardized questionnaires. Results revealed that there is a significant positive impact of different elements of customer relationship management (service quality, access to services and service features) on customer satisfaction and businesses cannot succeed without focusing on customer relationship management in this era.

scholarly journals Pengaruh Brand Image, Service Quality, dan Customer Relationship Management Terhadap Customer Loyalty

2019 ◽  
Vol 3 (5) ◽  
pp. 56
Author(s):  
Samuel Hendy ◽  
Keni Keni
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Online Questionnaire ◽  
Coffee Shops

This research is being shown in order to learn how brand image, service quality and customer relationship management can affect customer loyalty one of these coffee shops in Jakarta. This research can be classified as quantitative and descriptive research which consist of primary data that being gather by online questionnaire, in other word survey. These coffee shops customer that located in Jakarta are the sample in this research. The data that has been gathered are being collected from 150 customers. As the result, this research shown from these coffee shops customer in Jakarta are 1) Brand image affect the customer loyalty in positive way. 2) Service quality give positive impact toward customer loyalty. 3) There are positive clout that customer relationship management give toward customer loyalty

scholarly journals Pengimplementasian CRM Pada Pembangunan E-Commerce untuk Usaha Mikro Kecil Menengah (Studi Kasus: Dolanan Puzzle)

2015 ◽  
Vol 6 (4) ◽  
Author(s):  
Handaru Eri Pramudiya ◽  
Yonathan Dri Handarkho ◽  
Flourensia Sapty Rahayu
Keyword(s):  
Information Technology ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Educational Games ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Units ◽  
Management Concept ◽  
Small Medium Enterprises ◽  
Medium Enterprises

Abstract. Using information technology to gain competitive advantage is no longer dominated by big enterprises. Other business units such as MSMEs (Micro Small Medium Enterprises) also start to adopt information technology into their business. E-Commerce is an example of technology that can be used easily to selling and marketing a product. Marketing in E-Commerce can still be improved by integrating CRM (Customer Relationship Management) concept into it. Dolanan Puzzle is an example of MSME focusing on tools of educational games in Yogyakarta. Currently Dolanan Puzzle still uses manual method to run their business. It limits the market of Dolanan Puzzle and it is hard to reach their customers. Integration of E-Commerce with CRM can be a solution for Dolanan Puzzle to develop their business. Using E-Commerce as an online store enables customers to reach Dolanan Puzzle easily. Further more, marketing product from Dolanan Puzzle can also be improved by using implementation of CRM in E-Commerce. Keywords: CRM, E-Commerce, Marketing, Customer, MSME Abstrak. Tren pemanfaatan teknologi informasi untuk meingkatkan keunggulan kompetitif tidak lagi di dominasi oleh usaha berskala besar saja. Unit usaha seperti UMKM (Usaha Mikro Kecil Menengah) juga secara bertahap mulai mengadopsi teknologi informasi. E-Commerce merupakan contoh teknologi yang tepat untuk diterapkan pada UMKM dikarenakan dapat menjadi wadah berjualan dan promosi secara online. Pemasaran di dalam E-Commerce pun dapat ditingkatkan dengan penerapan CRM (Customer Relationship Management). Dolanan Puzzle adalah contoh UMKM produsen Alat Permainan Edukatif di Yogyakarta. Saat ini Dolanan Puzzle belum memanfaatkan teknologi informasi dalam bisnisnya. Hal itu membuat pemasaran dari Dolanan Puzzle tersebut sangat terbatas dan hanya sedikit masyarakat yang mengetahui tentang Dolanan Puzzle. Pembuatan E-Commerce dengan pengimplementasian CRM di dalamnya dapat menjadi jalan keluar untuk Dolanan Puzzle dalam mengembangkan usahanya. Adanya E-Commerce sebagai toko online Dolanan Puzzle memudahkan pelanggan dalam mencarinya. Promosi dari Dolanan Puzzle pun dapat ditingkatkan dengan penerapan CRM pada E-Commerce Dolanan Puzzle tersebut. Kata Kunci: CRM, E-Commerce, promosi, pelanggan, UMKM

scholarly journals Islamic Financial Institutions And Their Impact On The Development Of Halal SMEs In Nigeria

2020 ◽  
pp. 01-24
Author(s):  
Tijanni Muhammad ◽  
Besar Bin Ngah
Keyword(s):  
Financial Institutions ◽  
Structural Equation ◽  
Positive Impact ◽  
Financial Institution ◽  
Positive Direction ◽  
Islamic Financial Institutions ◽  
Small Medium Enterprises ◽  
Effective Models ◽  
Medium Enterprises ◽  
The Impact

Islamic Financial Institution is considered Halal and Shariah-compliant institution that effectively developed and impacted the role of developing Small Medium Enterprises by sharing similar value, principle, and market activities under Shariah-compliant and business sector. Despite its similarities, there is still low penetration of Islamic financial institutions on the Halal business instrument. However, the business should not only concentrate on Halal business but also financing SMEs is essential. The purpose of the study is to investigate the impact of Islamic Financial Institutions on the development of Halal SMEs in Nigeria. A 350 survey questionnaire was distributed to the twenty (20) Halal Small Medium Enterprises using Structural Equation Modelling and random sampling as an essential investigation tool. The findings justified that the development of SMEs with a significant number of business units and financing from Islamic financial institutions indicates a positive direction and promotes the development of SMEs ' relatively and broader representation of the Halal industry. The study shows a general overview of the positive impact on Islamic financial institutions towards the financing Halal sector and addresses the rate of unemployment in Nigeria. The study recommends strategies for creating a partnership with Middle-East and Asian investors for more effective models and application techniques for financing SMEs and addresses the rate of poverty and unemployment in the country. 

Sign in / Sign up

Export Citation Format

Share Document