Customer Relationship Management
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Pierfrancesco Bellini ◽  
Luciano Alessandro Ipsaro Palesi ◽  
Paolo Nesi ◽  
Gianni Pantaleo

AbstractFashion retail has a large and ever-increasing popularity and relevance, allowing customers to buy anytime finding the best offers and providing satisfactory experiences in the shops. Consequently, Customer Relationship Management solutions have been enhanced by means of several technologies to better understand the behaviour and requirements of customers, engaging and influencing them to improve their shopping experience, as well as increasing the retailers’ profitability. Current solutions on marketing provide a too general approach, pushing and suggesting on most cases, the popular or most purchased items, losing the focus on the customer centricity and personality. In this paper, a recommendation system for fashion retail shops is proposed, based on a multi clustering approach of items and users’ profiles in online and on physical stores. The proposed solution relies on mining techniques, allowing to predict the purchase behaviour of newly acquired customers, thus solving the cold start problems which is typical of the systems at the state of the art. The presented work has been developed in the context of Feedback project partially founded by Regione Toscana, and it has been conducted on real retail company Tessilform, Patrizia Pepe mark. The recommendation system has been validated in store, as well as online.

2022 ◽  
Vol 14 (2) ◽  
pp. 803
Jassim Ahmad Al-Gasawneh ◽  
Khalid N. AlZubi ◽  
Marhana Mohamed Anuar ◽  
Siti Falindah Padlee ◽  
Adnan ul-Haque ◽  

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.

2022 ◽  
Vol 40 (S1) ◽  

The banking sector plays a crucial role in the economic development of a country. For the success of any bank customers’ play a prominent role in its growth. Implementing good customer relationship management practices improves the profits of banks. Retaining the customer and convert the customer to be a loyal one is most protruding. For the bank, retentions attain a greater benefit compare with acquiring new customers. Sustain the old customer is much more pivotal than attracting the new one. For this, effective customer relationship management practices help in the returns of the bank. Customer service and satisfaction differentiate the virtuous banking sector. The present study focuses on comparing the customer relationship management practices of public and private sector banks. A survey is done with 1200 customers using the convenience sampling method. 600 respondents from SBI & Andhra bank of public sector banks and the remaining 600 are from HDFC and ICICI banks of the private sector were chosen for the survey. An Empirical study with descriptive statistics, mean and frequency distribution, chi-square, mean ranks, reliability analysis is used to evaluate data. From the findings, it is observed that customers opted for public sector banks for the trust factor, and for effective products and services customers are satisfy more with private sector banks than compared with public sector banks.

2022 ◽  
Vol 14 (2) ◽  
pp. 664
Jianhong Luo ◽  
Shifen Qiu ◽  
Xuwei Pan ◽  
Ke Yang ◽  
Yuanqingqing Tian

With the improvements in per capita disposable income, and an increase in work-related pressure, demand for leisure consumption such as foot bath spas is constantly increasing. Analysis of leisure consumption sentiment is of great importance for the leisure service industry—to meet customer needs, improve service quality and improve customer relationship management. However, traditional sentiment analysis approaches only aimed to ascertain the overall sentiment of the customer, which is less effective for analyzing customer satisfaction on account of customer size, different customer locations, and different leisure holidays. Sentiment analysis via online reviews can assist different businesses, including foot bath spa services, to better inform the development of customer segmentation strategies and ensure optimal customer relationship management. Hence, the objective of this paper is to explore foot bath spa leisure consumption sentiment towards different holidays and different cities by applying data mining via online reviews, so as to help optimize customer segmentation. A novel general framework and related sentiment analysis methods were proposed and then conducted through a collection of datasets from customers’ textual reviews of foot bath spa merchants in three cities in China on the Meituan social media platform. Findings confirm that the proposed general framework and methods can be used to gain insights into the swing characteristics of sentiment towards different holidays and different cities, to better develop customer segmentation according to the city-holiday emoticon face patterns obtained through sentiment tendency analysis from online social media review data. The study results can help to develop better customer and marketing strategies, thereby creating sustainable competitive advantages, and can be extended to other fields to support sustainable development.

2022 ◽  
pp. 31-38
G. V. Butkovskayakaya ◽  
E. V. Sumarokova

Digital technologies are changing customer expectations and reshaping the boundaries of industry markets forming ecosystems. At the same time, ecosystems are built on customer needs and go beyond a simple partnership between players from different industries to bring together digitally available services or products, providing an end-to-end experience for consumers. The article summarises research findings in the field of digital marketing and digital ecosystems. Theoretical and research issues of changes in marketing techniques for customer relationship management in the digital environment have been reviewed. The experience of the world’s leading ecosystems has been systematised, the main archetypes of digital ecosystems and key success factors have been highlighted. 

Divya T. Gandecha

Abstract: No matter whatever that you may sell, managing your customers is important for the success of your business. This is where exactly choosing a CRM (Customer Relationship Management) comes into play. Choosing the best CRM system for your organization requires identifying your objectives and determining the main customer management problems that you need to resolve by adopting a CRM for your businesses. When looking for CRM (Customer Relationship Management) or ERP (Enterprise Resource Planning) software, you will find that there are different ways of implementation, including onpremise and SaaS aka software as a service. Both types can help take your business to new heights, but it is up to you to decide which type works best for you. So in this paper we are going to compare on-premise and SaaS CRM and will also look at the challenges faced by SaaS CRM. Keywords: CRM, On-Premise, SaaS, Cloud Computing, Cloud Services.

2021 ◽  
Vol 17 (1) ◽  
pp. 47-68
Adrian-Liviu Scutariu ◽  
Ștefăniță Șuşu ◽  
Cătălin-Emilian Huidumac-Petrescu ◽  
Rodica-Manuela Gogonea

The planning of activities of e-commerce enterprises and their behavior has been influenced by the emergence of the COVID-19 pandemic. The behavior of e-commerce enterprises has been highlighted at the level of EU countries through an analysis elaborated on four variables: the value of e-commerce sales, cloud computing services, enterprises that have provided training to develop/upgrade the ICT skills of their personnel, e-commerce, customer relationship management (CRM) and secure transactions. Using the hierarchical clustering method, analysis was carried out on these variables to identify certain economic and behavioral patterns of e-commerce activity from 2018 and 2020. The study of the relationships involved in the e-commerce activity of these enterprises is reflected in models of the economic behavior of 31 European states in relation to the targeted variables. The results show that the impacts of the COVID-19 pandemic are strongly manifested in the direction of the evolution of each indicator but differ from one country to another. The trends depend on the level of development and the particularities of each country’s economy in adapting to the repercussions reported in relation to the level of impact of the COVID-19 pandemic. This is highlighted by the significant regrouping of countries in 2020 compared with 2018 in relation to the average values of the indicators. The results show that, in 2020, the most significant percentages of the value of e-commerce sales were recorded in Belgium, Ireland and Czechia, as in 2018. In e-commerce, customer relationship management and secure transactions, Denmark and Sweden were superior in 2020 to the countries mentioned above, which were dominant in 2018. For the other two indicators, Finland and Norway were the top countries included in the analysis in both years. The conclusion supports the continuous model of e-commerce enterprise behavior in order to meet the requirements of online customers.

2021 ◽  
Vol 12 (3) ◽  
pp. 172-183
Heri Sutanto ◽  
Siti Dyah Handayani ◽  
Susanto Susanto

This study aims to analyze and describe the effects of the service quality and customer relationship management at PD BPR Bank Bantul on the customer satisfaction and loyalty. The object of this study is PD BPR Bank Bantul, while the subjects of the study are customers taking the SMEs credit offered by the Bank. Method of analysis used in this study was Structural Equation Modelling (SEM) with the help of the AMOS program. The number of respondents was 170, taken using purposive sampling. The criteria for the sampling are as follows: the respondents are taking the SME’s credit at PD BPR Bank Bantul, residents in Bantul Regency, who are individual customers, who have been 2 years or more customer and have done 2 or more credit transactions. Data was collected through questionnaires distributed directly to the respondents and through the google form. Based on the results of the analysis, show that service quality  has no significant effect on customer satisfaction, customer relationship management  has a positive and significant effect on customer satisfaction, service quality  has no a positive and significant effect on customer loyalty, customer relationship management  has a positive and significant effect on customer loyalty  and customer satisfaction  has a positive and significant effect on customer loyalty. In conclusion this study accepts 3 hypotheses and rejects 2 hypotheses.

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