“Customer relationship management: A scale for measuring profitability and performance of regional rural banks”

2021 ◽  
Vol 10 (6) ◽  
pp. 1-10
Author(s):  
Manjunatha Naik ◽  
K. Puttanna
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
And Performance

Customer Relationship Management (CRM) Implementation Intensity and Performance

2011 ◽  
pp. 129-140
Author(s):  
Bryan Soh Yuen Liew ◽  
T. Ramayah ◽  
Jasmine Yeap Ai Leen
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Competitive Environment ◽  
Customer Needs ◽  
And Performance ◽  
The Web ◽  
Online Web

Competition in the Web-hosting industry has become very intense in recent years as the market becomes saturated with existing as well as new players. To survive in this very competitive environment, Web-hosting companies need to be more responsive to their customer needs. Customer relationship management is thought of as a key solution to this. Thus the purpose of this study was to test the effect of CRM implementation intensity on CRM performance among Web-hosting companies. The more intense the implementation the better the CRM performance should be. Data was collected via online questionnaires from 81 respondents representing various online Web-hosting companies around the globe. The results indicated CRM implementation intensity had a direct positive influence on CRM performance.

Analytics and Performance Measurement Frameworks for Social Customer Relationship Management

2014 ◽  
pp. 132-160
Author(s):  
Anteneh Ayanso ◽  
Derek Visser
Keyword(s):  
Big Data ◽  
Performance Measurement ◽  
Customer Relationship Management ◽  
Academic Research ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Practices ◽  
Media Environment ◽  
The Social ◽  
And Performance

This chapter provides an overview of the analytics and performance measurement frameworks for social customer relationship management (SCRM). Based on a review of academic research and industry practices, the chapter discusses the limitations of traditional CRM, and the technology and analytical capabilities that support SCRM. The chapter also provides a review of existing measurement frameworks for SCRM strategies and outlines the various metrics that have been proposed and/or are currently in use as part of SCRM systems. Furthermore, in view of the opportunities and challenges of big data and the social media environment, the chapter highlights current business practices as well technology and analytics trends that facilitate the implementation and maintenance of SCRM systems.

Customer Relationship Management (CRM) Implementation Intensity and Performance

2013 ◽  
pp. 233-244
Author(s):  
Bryan Soh Yuen Liew ◽  
T. Ramayah ◽  
Jasmine Yeap Ai Leen
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Competitive Environment ◽  
Customer Needs ◽  
And Performance ◽  
The Web ◽  
Online Web

Competition in the Web-hosting industry has become very intense in recent years as the market becomes saturated with existing as well as new players. To survive in this very competitive environment, Web-hosting companies need to be more responsive to their customer needs. Customer relationship management is thought of as a key solution to this. Thus the purpose of this study was to test the effect of CRM implementation intensity on CRM performance among Web-hosting companies. The more intense the implementation the better the CRM performance should be. Data was collected via online questionnaires from 81 respondents representing various online Web-hosting companies around the globe. The results indicated CRM implementation intensity had a direct positive influence on CRM performance.

scholarly journals Evaluasi Strategi Pemasaran Dalam Upaya Membangun Loyalitas Pengguna di Perpustakaan UIN Sunan Kalijaga Yogyakarta Ditinjau dari Pendekatan Customer Relationship Management

2016 ◽  
Vol 11 (1) ◽  
pp. 24
Author(s):  
Ratih Nurhidayah
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Internal Communication ◽  
Customer Relationship ◽  
Management Approach ◽  
Data Validity ◽  
And Performance ◽  
Two Stages

This research aims to examine how the evaluation of marketing strategies in effort to construct a user loyalty in Library of UIN Sunan Kalijaga Yogyakarta based on Customer Relationship Management approach. This research is a qualitative research using evaluative approach. The data collection methods are using observation, interviews and documentation. Analysis of the data in this research using two stages analysis namely the data analysis before in location and the data analysis after in location , the steps are (1) data collection, (2) data reduction, (3) data presentation, and (4) drawing conclusions. Then this research is equipped with quantitative data analysis to measure the value of evaluation results in the form of percentage figures compatibility. While the data validity used credibility test using triangulation techniques and membercheck. The results of this research is concluded that: (1) Internal communication patterns UIN Sunan Kalijaga Library is encircled in interpersonal way and through by media; (2) Human resources in the UIN Sunan Kalijaga Library consists of librarians group and structural staff; (3) The top products of UIN Sunan Kalijaga Library are technology-based services, Islamic collections, facilities and comfortable room; (4) The work evaluation of UIN Sunan Kalijaga Library organization is by forming a regular forum once a month and work meeting in each end of the year; (5) The communication with UIN Sunan Kalijaga library users occurs in interpersonal way, through social media and “Friends of Library”; (6) The attitude and performance of UIN Sunan Kalijaga Library officer are considered in deficient standart and less attention to policies appearance; (7) UIN Sunan Kalijaga Library makes the extensive cooperation with various stakeholders. Thus, the marketing strategy in effort to construct user loyalty in Library of UIN Sunan Kalijaga Yogyakarta is stated 86% (in accordance) with the concept of Customer Relationship Management.

scholarly journals PENGUKURAN KINERJA CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MENGGUNAKAN CRM SCORECARD DAN OMAX

2017 ◽  
Vol 3 (2) ◽  
Author(s):  
Ahmad Aviv Mahmudi ◽  
Ngadenan Ngadenan
Keyword(s):  
Human Resources ◽  
Customer Relationship Management ◽  
Performance Indicator ◽  
Relationship Management ◽  
Customer Relationship ◽  
Utilization Of Technology ◽  
Practice Performance ◽  
Two Factors ◽  
The Government ◽  
And Performance

UMKM Batik Tulis Lasem is one of the superior products from Rembang that continue to be developed by the government. UMKM Batik Tulis Lasem still many difficulties on their progression, especially in marketing, others are the utilization of technology, lack of innovation, capital and low quality of human resources. Another obstacle that is often faced by UMKM who are members of the Koperasi Batik Tulis Lasem are marketing and maintain the existing market. In addition, owners who are members of Koperasi Batik Tulis Lasem also pay less attention to marketing strategy and maintaining customer relationship. Measuring the performance of UMKM Batik Tulis Lasem by identifying KPI (Key Performance Indicator) measure the practice performance of Customer Relationship Management (CRM using CRM Scorecard) through four CRM perspectives. The assessment of each perspective uses the AHP (Analytical Hierarchy Prosses) method and scoring of performance on each level or CRM factors using the OMAX (Objective Matrix) method.Through CRM scorecard describes a performance measurement of the implementation of Customer Relationship Management (CRM) in Koperasi Batik Tulis Lasem so that the results of these measurements show some perspectives that need to be improved efficiency and performance of an organization. From the perspective of performance organizations have two factors, six factors from the perspective of consumer, three factors from the perspective of process, seven factors from the perspective of infrastructure. Four perspective that affect the performance of CRM generally can be known Good Performance of Koperasi Batik Tulis. There are only three criteria that are at the bad level. They are improving participation of management, increase human resources capability and increasing customer relationship value. The results expected to increase customer satisfaction and loyalty in the Koperasi Batik Tulis Lasem . Key word: AHP, Batik Tulis, CRM, CRM scorecard, OMAX.

Knowledge management as a strategy of customer relationship management: A study of tourism industry in Vietnam

2018 ◽  
Vol 4 (10) ◽  
pp. 13-22
Author(s):  
Vu Minh Ngo
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Dynamic Capabilities ◽  
Management Practices ◽  
Small And Medium Enterprises ◽  
Relationship Management ◽  
Tourism Industry ◽  
Customer Relationship ◽  
And Performance ◽  
Medium Enterprises

This study focuses on understanding the application of knowledge management practices as strategies of customer relationship management by managers in hospitality industry in Vietnam. Thirty in-depth interviews with managers and executives who are involved in tourism-related activities in small and medium enterprises (SMEs) in tourism industry in different destinations in Vietnam facilitated the analysis. The analysis was carried out in the light of grounded theory. The analysis indicated that the use of customer relationship management (CRM) strategies in SMEs in tourism industry is at a moderate level. Yet, the performance of personalities who are involved in CRM activities in their jobs is intervened by knowledge management and dynamic capabilities. Precisely, while knowledge management mediates, dynamic capabilities moderate the relationship between CRM and performance of SMEs in tourism industry in Vietnam. Keywords: Customer relationship management, knowledge management, dynamic capabilities, SMEs, Vietnam.

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