Electronic Customer Relationship Management (E-CRM) & Marketing Performance: Empirical Evidence from Nigeria Telecom Sector

2016 ◽  
Vol 11 (1) ◽  
pp. 1-14 ◽  
Author(s):  
Ekakitie-Emonena Sunny ◽  
Olafare Abolaji
Keyword(s):  
Empirical Evidence ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Marketing Performance ◽  
Telecom Sector

Benefits of Customer Relationship Management on Customer Satisfaction

2017 ◽  
pp. 272-293 ◽  
Author(s):  
Nastaran Mohammadhossein ◽  
Mohammad Nazir Ahmad ◽  
Nor Hidayati Zakaria
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Segmentation ◽  
Customer Relationship ◽  
Integration Time ◽  
Time Saving ◽  
Marketing Performance ◽  
Personalized Services ◽  
Proposed Model

The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through data collected from a survey of 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction towards marketing companies. Personalized services, responsiveness to customers' needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving customer knowledge are the benefits that we proposed would affect customer satisfaction and significantly improve marketing performance. Additionally, the results reveal that all the benefits found, with the exception of time-saving, enhanced customer satisfaction. This paper contributes to the existing literature by incorporating the benefits of CRM for customers, and the relationships of these benefits with their satisfaction in the proposed model.

A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction

2015 ◽  
pp. 1268-1287
Author(s):  
Nastaran Mohammadhossein ◽  
Mohammad Nazir Ahmad ◽  
Nor Hidayati Zakaria ◽  
Shidrokh Goudarzi
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Segmentation ◽  
Customer Relationship ◽  
Integration Time ◽  
Time Saving ◽  
Marketing Performance ◽  
Proposed Model ◽  
Positive Effect

The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction in marketing companies. Personalized service, responsiveness to customer's needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving customer knowledge are the benefits that we proposed would affect customer satisfaction in order to significantly improve marketing performance. Additionally, the results reveal that all the benefits found, with the exception of time-saving, enhanced customer satisfaction. This paper contributes to the existing literature by incorporating the benefits of CRM for customers and the relationships of these benefits with their satisfaction in the proposed model.

scholarly journals Improvement Strategy of Competitive Advantage and Marketing Performance of Public Market

2018 ◽  
Vol 4 (2) ◽  
pp. 120
Author(s):  
Endah Budiarti
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modeling ◽  
The Public ◽  
Marketing Performance ◽  
Public Market

The purpose of this research is to analyze and prove the influence of customer relationship management (CRM), service quality and entrepreneurship orientation to competitive advantage and marketing performance and to analyze and prove the influence of competitive advantage to marketing performance of the public market in East Java Province. The object of this research is the whole market unit of the public in East Java Province spread over 29 regencies and 9 cities in East Java Province amounting to 335 units of the public market. The unit of analysis (analysis unit) in this research is a revitalized public market that is 67 public market in East Java Province. While the observation unit is a trader or tenant of a community market stand in East Java Province. The number of public market traders in the market that has been revitalized today is 25,000. In this study, researchers measured the marketing performance of the Public market in East Java Province based on the perception of the trader or tenant stand, so the measure of marketing performance is perceptual. The sample used is 190 merchants. The number is spread across 67 units of the public market in East Java Province. The model to be used in this research is the model of causality or relationship. To test the proposed hypothesis, the analysis technique uses SEM (Structural Equation Modeling), with AMOS statistic software. The results of hypothesis testing: Customer relationship management, Quality of service and entrepreneurial orientation significantly influence the competitive advantage of the market public in East Java Province. Customer relationship management and service quality significantly influence the marketing performance of the public market in East Java Province, while the orientation of entrepreneurship has no significant effect on marketing performance of the public market in East Java Province. Competitive advantage influences the marketing performance of public market significantly in East Java Province.

scholarly journals Marketing Performance Sustainability in the Jordanian Hospitality Industry: The Roles of Customer Relationship Management and Service Quality

2022 ◽  
Vol 14 (2) ◽  
pp. 803
Author(s):  
Jassim Ahmad Al-Gasawneh ◽  
Khalid N. AlZubi ◽  
Marhana Mohamed Anuar ◽  
Siti Falindah Padlee ◽  
Adnan ul-Haque ◽  
...  
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Mediating Role ◽  
Marketing Performance ◽  
Performance Dimensions ◽  
The Relationship ◽  
Key Customer

This study examines the mediating role of service quality between customer relationship management (CRM) performance dimensions and the marketing performance of Jordanian hotels using resource-based view theory and contingency theory. A self-administered survey was conducted on 162 general managers of hotels in Jordan. The data were analyzed using partial least squares structural equation modelling. The findings of the study indicated that service quality mediated the relationship between the CRM performance dimensions (key customer focus, CRM knowledge management, CRM organization, and CRM-based technology) and the marketing performance of Jordanian hotels. This study provides significant contributions to theory and practice. From a theoretical perspective, this study fills in the literature gaps by providing insights about the mediating role of service quality in the relationship between customer relationship management performance dimensions and marketing performance. For managerial contributions, this study suggested that hotels can enhance their marketing performance by focusing on service quality and customer relationship management performance dimensions, especially the key customer focus dimension.

scholarly journals PERAN KEUNGGULAN BERSAING DALAM MEMEDIASI CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP KINERJA PEMASARAN (Studi Kasus Pada Bank Perkreditan Rakyat se-Provinsi Bali)

2020 ◽  
Vol 9 (2) ◽  
pp. 508
Author(s):  
Albertino Persadanta Ginting ◽  
I Gusti Ayu Ketut Giantari ◽  
Ida Bagus Sudiksa
Keyword(s):  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Marketing Manager ◽  
Mediate Effect ◽  
Rural Credit ◽  
Marketing Performance ◽  
Analysis Technique ◽  
The Relationship

The purpose of this study is to explain the relationship between customer relationship management on the marketing performance of Rural Bank of Bali province and competitive advantage as mediating variables. The variables examined in this study are customer relationship management, marketing performance and competitive advantage. The number of samples obtained was 120 marketing staff, Marketing Manager or owner of  Rural Credit Bank in Bali Province. Data were collected through questionnaires. The analysis technique test using path analysis. Based on the analysis found the result that customer relationship management have a positive and significant effect on marketing performance Rural Credit Bank in Bali Province, customer relationship management have a positive and significat effect on competitive advantage of Rural Credit Bank in Bali Province, competitive advantage have a positive and significat effect on marketing performance of Rural Credit Bank in Bali Province, competitive advantage mediate effect of customer relationship management on marketing performance of Rural Credit Bank in whole of Bali Province. Keyword : Customer Relationship Management, marketing performance, competitive advantage.

Business Network Accessibility, Customer Relationship Management and Value Co-creation on Family Business Performance

2021 ◽  
Vol 1 (4) ◽  
pp. 126-135
Author(s):  
Hayati Nupus ◽  
Wawan Ichwanudin
Keyword(s):  
Customer Relationship Management ◽  
Business Performance ◽  
Distribution Network ◽  
Relationship Management ◽  
Customer Relationship ◽  
Positive Contribution ◽  
Business Network ◽  
Great Opportunity ◽  
Marketing Performance ◽  
The Family

This study aims to analyze the effect of customer relationship management (CRM) capability, business network accessibility (BNA), and value co-creation (VCC) on the improvement of familial distribution network (FDN). In addition, this study also analyzes the influence of customer relationship management (CRM), familial distribution network (FDN), business network accessibility (BNA), and value co-creation (VCC) on improving marketing performance (MP). The results of the study show that the accessibility of the business network has a positive contribution to the strength of the familial distribution network and marketing performance, the strength of the family distribution network has a positive contribution to the marketing performance. In addition, the combination of social networking and customer relationship management provides a great opportunity to enrich customer interactions and provide businesses with a way to manage and measure how they use social networks while successfully attracting social customers.

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