scholarly journals Customer Relationship Marketing: Customer-Centric Processes for Engendering Customer- Firm Bonds and Optimizing Long-Term Customer Value

10.5772/31105 ◽  
2012 ◽  
Author(s):  
Namita Bhatnagar
Keyword(s):  
Relationship Marketing ◽  
Customer Value ◽  
Customer Relationship ◽  
Customer Relationship Marketing

Applications of Customer Relationship Marketing in the UK Hospitality Industry

2010 ◽  
Vol 1 (4) ◽  
pp. 1-21 ◽  
Author(s):  
Geoff Lancaster ◽  
Diana Luck
Keyword(s):  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Hospitality Industry ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
The Uk

This paper aims to research the hospitality industry to gauge dimensions of Customer Relationship Management (CRM) that resonate with guests and employees. An uncovering of perceptual differences of hotel guests and employees was sought to assess its application within the London hotel industry and to investigate CRM as an emerging concept. The global hotel market contains many brands and partnerships, and CRM is significant, because differentiation becomes easier for those with potential to develop long-term customer relationships. Despite being differentiated by star ratings, most hotels in London offer similar core products and services. In this regard, development of relationships with customers can be considered emphatic to the London hotel industry. Methodologically, triangulation of data and theories was used in this paper to investigate staff and customers. A standardised questionnaire gauged elements regarded as being part CRM with the objective to assess differential CRM perceptions and their relevancy to the hotel industry in contemporary terms. Findings suggest CRM become an integral part of a hotel’s offerings and operations.

Applications of Customer Relationship Marketing in the UK Hospitality Industry

2012 ◽  
pp. 188-209
Author(s):  
Geoff Lancaster ◽  
Diana Luck
Keyword(s):  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Hospitality Industry ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
The Uk

This paper aims to research the hospitality industry to gauge dimensions of Customer Relationship Management (CRM) that resonate with guests and employees. An uncovering of perceptual differences of hotel guests and employees was sought to assess its application within the London hotel industry and to investigate CRM as an emerging concept. The global hotel market contains many brands and partnerships, and CRM is significant, because differentiation becomes easier for those with potential to develop long-term customer relationships. Despite being differentiated by star ratings, most hotels in London offer similar core products and services. In this regard, development of relationships with customers can be considered emphatic to the London hotel industry. Methodologically, triangulation of data and theories was used in this paper to investigate staff and customers. A standardised questionnaire gauged elements regarded as being part CRM with the objective to assess differential CRM perceptions and their relevancy to the hotel industry in contemporary terms. Findings suggest CRM become an integral part of a hotel’s offerings and operations.

scholarly journals Pengaruh Customer Relationship Marketing Terhadap Customer Loyalty Melalui Customer Value Pada Bank Jatim Di Jember

2017 ◽  
Vol 4 (2) ◽  
pp. 178
Author(s):  
Diah Yulisetiarini ◽  
Rizal Syahrial Riadi ◽  
Gusti Ayu Wulandari
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Customer Value ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
Oil Export

This research is aimed to analyse the influence of customer relationship marketing and customer value to customer loyalty in Bank Jatim Jember. This reserach using explanatory research aproach, the population are those customers who of bank jatim jember with obtained 110 respondents as sample using ferdinand formulas .The analyse method in this research using path analyse .The result of this research is customer relationship marketing significantly influenced customer value, customer relationship marketing significantly influenced customer loyalty, customer value significantly influenced customer loyalty . Keywords: Instability of exports, instability indexes, non-oil, export

scholarly journals Menciptakan Nilai Untuk Nasabah Dengan Strategi Customer Relationship Marketing

2017 ◽  
Author(s):  
Roni Andespa
Keyword(s):  
Relationship Marketing ◽  
Customer Value ◽  
Customer Relationship ◽  
Independent Variables ◽  
Customer Relationship Marketing ◽  
Significant Difference ◽  
Dependent Variables ◽  
Independent Variable ◽  
Marketing Variables ◽  
The City

This study is located in the city of Pekanbaru, in order to see the effect of customer relationship marketing variables on the variable banking customer value. With a sample of clients is 300. The results showed significant values among the variables of customer relationship marketing on customer value variables simultaneously is sig. 0,000 (<0,05). This shows a significant difference between the independent variables on the dependent variables simultaneously study. Significant value to the customer relationship marketing variable variable value shows the value of a partial client <0.05, where it showed a significant difference between the independent variable on the dependent variable partial research. Customer relationship marketing variables could explain the variable customer value by 54.4%, while the remaining 45.6% are influenced by variables or factors that exist outside of research. Where the value of R = 0.738 means a strong contribution value of the variable customer relationship marketing to customer value that is equal to 73.8%.

PENGARUH KARAKTERISTIK WIRAUSAHA TERHADAP KEBERHASILAN USAHA PERABOT RUMAH TANGGA DI KECAMATAN JAMBI TIMUR KOTA JAMBI

2017 ◽  
Vol 1 (1) ◽  
pp. 38-56
Author(s):  
Novita Ekasari ◽  
Nurhasanah Nurhasanah
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Customer Relationship ◽  
Customer Relationship Marketing

Dewasa ini perkembangan jasa dirasakan mengalami peningkatan, hal tersebut di iringi oleh berkembangnya berbagai sektor jasa seperti jasa pembiayaan kendaraan (finance) baik untuk kendaraan roda dua maupun roda empat.. Kebutuhan akan jasa pembiayaan ini semankin dibutuhkan masyarakat, pentingnya konsumsi akan jasa pembiayaan kendaraan tersebut makin dirasakan memiliki potensi yang besar dalam diri individu maupun dalam  kegiatan usaha, dikarenakan  jasa pembiayaan (finance)  saat ini merupakan  suatu  pilihan  yang baik dalam menghadapi berbagai resiko terutama dari sisi proses yang relatif lebih cepat dan mudah dibandingkan perbankan. Dalam penelitian ini perusahaan jasa pembiayaan yang akan diangkat untuk diteliti yaitu PT. BFI Finance Jambi. Penelitian ini bertujuan untuk mengetahui dampak dari Customer Relationship Marketing terhadap Loyalitas Nasabah Pada PT.BFI Finance Jambi. Sumber data dalam penelitian  ini adalah data primer dan data sekunder. Data primer diperoleh melalui observasi, wawancara dan kuisioner yang di susun penulis menegenai customer relationship marketing terhadap customer loyalty. Sedangkan Data sekunder adalah data yang di peroleh dari PT. BFI Finance dan diperoleh pula melalui literatur buku dan internet. Penelitian ini menganalisis pengaruh relationship marketing ((People  (X1), Knowledge and Insight (X2), Process (X3), Technology (X4)) terhadap Customer Loyalty. Penelitian ini dilakukan di PT. BFI Finance Jambi. Jumlah sampel yang diambil dalam penelitian ini berjumlah 100 orang.

scholarly journals DETERMINING FACTORS FOR MARKETING SUCCESS IN ENDEK AND EMBROIDERED TEXTILE INDUSTRY THROUGH THE INTEGRATION OF ENTREPRENEURSHIP ORIENTATION AND CUSTOMER RELATIONSHIP MARKETING IN MARKETING CAPABILITIES

2019 ◽  
Vol 2 (1) ◽  
pp. 31-48
Author(s):  
I Gede Rihayana ◽  
Putu Pradiva Putra Salain ◽  
Nyoman Resa Adhika
Keyword(s):  
Relationship Marketing ◽  
Entrepreneurial Orientation ◽  
Structural Equation ◽  
Customer Relationship ◽  
Woven Fabric ◽  
Equation Modeling ◽  
Marketing Capabilities ◽  
Main Research ◽  
Marketing Performance ◽  
Customer Relationship Marketing

The research on the integration of entrepreneurial orientation and customer relationship marketing in building and strengthening marketing capabilities to achieve marketing success in the endek and embroidered woven fabric handicraft industry in Denpasar City was carried out in all businesses that produce and sell woven and embroidery fabrics, and are listed in the Directory of Service Denpasar City Industry and Trade in 2016. Woven and embroidery businesses are spread in four districts with a total of 55 business units. The sample of this study is all members of the population, and placed the owners / managers of woven and embroidery fabrics as the target of the respondents. This research is a research survey using a questionnaire as the main research instrument. In addition, this study also uses independent interviews with key informants to support or explore findings from the results of the quantitative analysis. The research data were analyzed using Structural Equation Modeling (Smart-PLS), where the results showed that entrepreneurial orientation had an effect on marketing performance, but entrepreneurial orientation had no influence on marketing capabilities. Also, customer relationship marketing had an influence on marketing performance and marketing capabilities, while marketing capabilities have an influence on marketing performance.

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