scholarly journals Assessing the Influence Integration of Customer Relationship Management (CRM) on Financial Performance: An Empirical Study on Commercial Jordanian Banks in Amman

2019 ◽  
Keyword(s):  
Empirical Study ◽  
Financial Performance ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship

scholarly journals An empirical study to identify and rank CSFs in customer relationship management (CRM): A case study of oil products distribution

2011 ◽  
Vol 1 (4) ◽  
pp. 595-606 ◽  
Author(s):  
Mohammad Reza Zahedi ◽  
Mohsen Cheshmberah ◽  
Seyed Mehdi Tofighi ◽  
Ali Hadizadeh
Keyword(s):  
Empirical Study ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Oil Products ◽  
Customer Relationship

scholarly journals Can Customer Relationship Management Create Customer Agility and Superior Firms’ Performance?

2021 ◽  
Vol 22 (1) ◽  
pp. 175-193
Author(s):  
Vu Minh Ngo ◽  
Hieu Minh Vu
Keyword(s):  
Financial Performance ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Small And Medium Enterprises ◽  
Relationship Management ◽  
Tourism Industry ◽  
Partial Least Square ◽  
Least Square ◽  
Customer Relationship ◽  
Equation Modeling

The growing importance of Customer relationship management (CRM) and agility in any business are universally accepted and extensively investigated in different disciplines. However, lacking empirical evidence for the suggested theoretical framework of agility and their interrelationships with CRM and superior’s financial performance hinders its application in the practices. Thus, this study attempted to address this issue by drawing on the Resource-Advantage theory of sustainable competitive advantages to examine a mechanism through which CRM implementation can generate sustainable competitive and achieve superior financial performance using the Vietnamese tourism industry context. The framework was tested on data collected from 231 Small and Medium Enterprises (SMEs) using Partial Least Square Structural Equation Modeling (PLS-SEM). Findings suggested that different types of CRM processes do not equally influence customer agility, and not all attributes of customer agility exert positive impacts on firms’ performance as well. Also, CRM performance measurement systems were found to moderate these effects positively and substantially. Several practical implications were also derived from the research findings.

scholarly journals Investigating the effect of the social customer relationship management (CRM) on customers and financial performance

2021 ◽  
Vol 10 (1) ◽  
pp. 235-245
Author(s):  
Ali B Abduljabar Al mashahedi ◽  
Jing Zhang ◽  
Sinan Harjan
Keyword(s):  
Financial Performance ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
High Performance ◽  
Relationship Management ◽  
Research Data ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Innovation Activities ◽  
The Social

This research aims to investigate the effect of the social customer relationship management (CRM) process on achieving superior levels of costumers and financial performance. The object of this research is the Iraqi firms at the Iraqi environment market, while the subject is more than 200 respondents. Six variables from the research data were gathered through an instrument model invalid form that structured to be measured through reliable questionnaires. Statistical Analysis of the research data used partial least squares structural equation modeling with the significance in accordance with the output of SPSS 22.0. The findings indicate that the social CRM technologies of the firms improve the innovation activities on Both (services and products). This has a positive effect on the ability to achieve high performance through building customer-linking capabilities by adopting innovations, resulting in higher levels of efficiency. In exchange, higher levels of consumer contribution lead to having positive levels of customer and financial performance.

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