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Sample records for customer relationship management

  1. Customer relationship management

    OpenAIRE

    Gudeliūnas, Mindaugas

    2016-01-01

    My name is Mindaugas Gudeliūnas. My bachelors thesis topic is "Customer Relationship Management". The main goal of my work was to investigate customers relationship management and to create modern system, which is fast, easy to use and made for small business. Customer relationship management is really beneficial for a lot of companies. It can make your relationships with a customer more reliable and loyal, it can automate a lot of processes, which are related to customer management, human re...

  2. Customer Loyalty and Customer Relationship Management

    Science.gov (United States)

    Zhang, Pengwei; Li, Min; Jiao, Xiaojing; Zhou, Ruijin

    The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship. Further, customer satisfaction and loyalty is the core of the customer relationship management. Sometimes, high customer satisfaction causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer relationship management.

  3. Customer Relationship Management

    OpenAIRE

    Abdillah, Leon

    2018-01-01

    Contents: 1) Introduction, 2) Basic Concept of CRM, 3) The Customer Service/Sales Profile, 4) Customer Relationship, 5) Planning and implementing CRM projects, 6) Developing, managing and using customer-related databases, 7) Managing and Sharing Customer Data, 8) Tools for Capturing Customer Information, 9) E-Commerce: Customer Relationships on the Internet, 10) Information Technology for CRM, 11) Sales-force automation, 12) Marketing automation, 13) Service automation, 14) Presentations, 15)...

  4. ANTECEDENTS OF CUSTOMER RELATIONSHIP MANAGEMENT CAPABILITIES

    Directory of Open Access Journals (Sweden)

    Tuleu Daniela

    2015-07-01

    Full Text Available Customer relationship management, as a process to manage customer relationship initiation, maintenance and termination to maximize the value of the relationship portfolio, is an evolving process. In recent years, the development of interactive technologies (social media have revolutionized the interaction between firms and their customers and between customers. The impact of technology on CRM is improving ways of collecting and processing customer information and transforming communication with customers. In the context of the development of social networks, the introduction of social media applications in customer relationship management activities bring important changes in this area. Thus, managers need to pay attention to the interaction management as an important process of CRM and enhance the customer relationship management capabilities. The study propose a conceptual research model of several antecedents of customer relationship managements capabilities and provide the linkage between this antecedents and CRM capabilities. First, following review of existing research literature related to customer relationship management, there are some conceptual clarification on customer relationship management. Second, are presented the working concepts: the adoption of interactive technologies, customer concept, customer empowerment, customer relationship orientation and customer-centric management system. Then, it is proposed the conceptual model and finally are presented conclusions, managerial implications, limitations and research directions. From a theoretical perspective, this paper highlights the importance of marketing actions at the individual customer level and reveal the impact of adoption by companies of interactive technologies so that organizations have the opportunity to engage in conversations with customers and respond in real time the requirements that they launched the online environment. Nowadays, customers feel empowered and play

  5. Knowledge-enabled Customer Relationship Management: integrating customer relationship management and knowledge management concepts

    OpenAIRE

    Gebert, Henning; Geib, Malte; Kolbe, Lutz; Brenner, Walter

    2003-01-01

    The concepts of customer relationship management (CRM) and knowledge management (KM) both focus on allocating resources to supportive business activities in order to gain competitive advantages. CRM focuses on managing the relationship between a company and its current and prospective customer base as a key to success, while KM recognizes the knowledge available to a company as a major success factor.From a business process manager's perspective both the CRM and KM approaches promise a positi...

  6. Multidexterity in Customer Relationship Management

    DEFF Research Database (Denmark)

    Ritter, Thomas; Geersbro, Jens

    2018-01-01

    Based on the many contributions covering business-to-business relationship management found in the pages of Industrial Marketing Management and other prominent journals within the field of business market management, we suggest framing the managerial challenge of customer relationship management...... in terms of multidexterity, i.e., the simultaneous management of (potentially) competing agendas. We build our arguments on the extant literature about ambidexterity, and we explore the existence of multidexterity in customer relationship management as well as the managerial implications of multidexterity....... In addition, we develop a research agenda for deriving additional insights about customer relationship management....

  7. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

    Presents an approach increasingly employed by businesses to track and respond to their customers to provide better and faster services: customer relationship management. Discusses its applicability to the operations of higher education and institutional research and the role it plays in the knowledge management framework. (EV)

  8. ANTECEDENTS OF CUSTOMER RELATIONSHIP MANAGEMENT CAPABILITIES

    OpenAIRE

    Tuleu Daniela

    2015-01-01

    Customer relationship management, as a process to manage customer relationship initiation, maintenance and termination to maximize the value of the relationship portfolio, is an evolving process. In recent years, the development of interactive technologies (social media) have revolutionized the interaction between firms and their customers and between customers. The impact of technology on CRM is improving ways of collecting and processing customer information and transforming communication w...

  9. Analysis of Relationship between Knowledge Management and Customer Relationship Management with Customer Knowledge Management (Case Study At Azaran Valve Co.)

    OpenAIRE

    Sayyed Mohsen Allameh; Arash Shahin; Babak Tabanifar

    2012-01-01

    Knowledge management (KM) and customer relationship management (CRM) are both emphasized on the allocation of resources to business supportive activities in order to gain competitive advantages.. Merging the two concepts of knowledge management and customer relationship management in customer knowledge management (CKM) model can promote the benefits of employing each of them and reduce the risk of implementation failure. This study sought to analyze the relationship between knowledge manageme...

  10. Membangun Customer Relationship Management dalam Bisnis

    Directory of Open Access Journals (Sweden)

    Suparto Darudiato

    2011-12-01

    Full Text Available Customer relationship management dapat dijadikan alat oleh perusahaan dalam mengembangkan bisnisnya agar mendapat perhatian dari customer dan pasar. Paper ini disusun berdasarkan penelitian yang menggambarkan hubungan bisnis dan pengaruh pelanggan terhadap perusahaan, serta bagaimana sebuah customer relationship management dapat membantu perusahaan dalam meraih pangsa pasar. Data dan informasi dalam studi ini didapatkan dari studi pustaka yang mengacu pada buku referensi dan jurnal yang berhubungan dengan topik yang ada. Paper ini memberi pengetahuan tentang pencapaian tujuan perusahaan yang didukung penerapan customer relationship management.

  11. The influence of customer relationship management information on customer loyalty

    OpenAIRE

    Ignatovič, Eva

    2009-01-01

    The purpose of this master thesis is to approve that customer relationship management (CRM) has influenced on customer loyalty. In order to achieve this purpose the work was divided into four main tasks: review of the relevant literature; analyze the influence of customer relationship management on customer loyalty and approve its importance for companies, research of the concrete business-to-business (B2B) Company CRM process and its customer loyalty, and the development of the customer rela...

  12. Customer relationship management system

    OpenAIRE

    Selenis, Laimonas

    2004-01-01

    Customer Relationship Management (CRM) is one of the biggest problems for many companies today. By analyzing history records (profiles) of its customers, organization can effectively adapt its business activity to users needs and create better products and services. Proper analysis of customer profiles can help to predict the behaviour of the customers. After grouping customer profiles by similar attributes, company can easier handle its interactions with similar users. Such group profiling c...

  13. Does Innovating Customer Relationship Management Improve Firm Performance?

    DEFF Research Database (Denmark)

    Geersbro, Jens; Ritter, Thomas

    Based on an empirical study of more than 400 B2B firms, this paper investigates the role of innovating a firm’s customer relationship management capability on firm performance. There is a lot of evidence for the positive impact of customer relationship management capability on firm performance....... This paper advances this stream of literature by analyzing whether or not investments into developing a firm’s customer relationship capability increase firm performance. The findings illustrate that although relationship management innovation (defined as new (to the firm) processes, systems and tools...... for relationship management) has a positive correlation with firm performance, the impact is fully mediated by the firms’ relationship management capability. The paper also identifies internal and external drivers of customer relationship management innovation. Not surprisingly customer and competitor dynamics...

  14. CUSTOMER RELATIONSHIP MANAGEMENT AND BUSINESS STRATEGIES

    Directory of Open Access Journals (Sweden)

    Rozitta Chittaie

    2012-06-01

    Full Text Available Changing in the current competitive environment, increasing simplicity of penetrating into the competitive market, and rapid growing of information technology are essential motives for performing activities in an environment. Nowadays, some companies step into rapid and instant development of their markets in order to improve customer relationship. These companies through adopting customer relationship management (CRM systems can earn and retain their customers' loyalty. As a result, designing customer relationship management strategies can lead to market protection, customer value increase, and greater customer satisfaction opportunities for continuous promotion of the enterprise. Regarding the complexity and the variety of strategies associated with managing a business, information-related capability seems to be an essential capability for earning profit from companies' activities and competition among peers. Hence, relation and information are employed for managing the firms are vital tools for seizing opportunities and tackling future issues. Giving the information only employed to support a company’s performance, making crucial decision about surrounding environment, increasing competitive ability of the enterprise will be difficult for company. Furthermore, since increase of competitive ability is accompanied by making greater profit on the deal, methods of raising competitive ability is an interesting and critical issue. Therefore, companies through information technology, cost reduction, and development of low-level relations with customers can achieve greater profitability. This paper probes into customer relationship management and business strategies. The implications of CRM strategies are discussed in detail.

  15. Membangun Customer Relationship Management dalam Bisnis

    OpenAIRE

    Darudiato, Suparto; Novianto, Chiko; Hendra, Hendra; Reynaldo, Reynaldo; Selvi, Selvi

    2011-01-01

    Customer relationship management dapat dijadikan alat oleh perusahaan dalam mengembangkan bisnisnya agar mendapat perhatian dari customer dan pasar. Paper ini disusun berdasarkan penelitian yang menggambarkan hubungan bisnis dan pengaruh pelanggan terhadap perusahaan, serta bagaimana sebuah customer relationship management dapat membantu perusahaan dalam meraih pangsa pasar. Data dan informasi dalam studi ini didapatkan dari studi pustaka yang mengacu pada buku referensi dan jurnal yang berhu...

  16. Customer Relationship Management : Strategy Process Evaluation

    OpenAIRE

    Din, Fazal

    2014-01-01

    Before the advent of globalization the mantra of "Customer is King", was preached by large organizations. With the development of technology and the business environment, multinationals better understand the importance of customer retention and customer loyalty. Customer loyalty, attained by sustainable customer relationship, is the focus of most of the companies around the world. For any large organization customer relationship management, under the umbrella of business vision, mission and o...

  17. Using fuzzy models to migrate from customer relationship management (CRM) to customer experience management (CEM)

    OpenAIRE

    Dr. Anna Maria Gil-Lafuente; Carolina Luis-Bassa

    2011-01-01

    Relationship Marketing has made rapid progress during the last ten years. Since the development of the customer-centric model, reinforced by the emergence of CRM (Customer Relationship Management) strategies, companies have focused on finding models and tools that allow them to get to know better their clients. The management of customer relationship with the company has evolved from seeking the customer satisfaction to seek customer loyalty, and later on to create a brand advocate consumer f...

  18. Pengaruh Customer Relationship Management (Crm) Terhadap Customer Satisfaction Dan Customer Loyalty Pada Pelanggan Matahari Department Store

    OpenAIRE

    Ham, Meyske

    2016-01-01

    This study was conducted to determine the effect Benefits of Customer Relationship Management and Customer satisfation to Customer Loyalty in Customers Matahari Department Store. Customer relationship management (CRM) is part of a marketing strategy to get satisfaction and increase customer loyalty. CRM and customer satisfaction can encourage customer loyalty where customers do not easily switch to other companies. The population is all customers Matahari Department Store, and the sample are ...

  19. CUSTOMER RELATIONSHIP MANAGEMENT: CONCEPT AND IMPORTANCE FOR BANKING SECTOR

    Directory of Open Access Journals (Sweden)

    Marko Laketa

    2015-12-01

    Full Text Available Customer Relationship Management concept is tendency of banking sector to establish and maintain long-term relationships with customers in order to provide value for customers and banks. This concept allows bank to identify, segment, communicate and build long-term relationships with customers on individual basis. In today's business environment, banks have aim to identify customers and to adjust offer to meet customer`s needs, in order to maximize profits. Using modern technologies, Customer Relationship Management is becoming a method to maintain existing structure and development of high quality customer base. It involves development of marketing strategy through a better understanding of the entire customer base, understanding needs and attitudes of customers, as well as more efficient consideration of profitability and added value that each customer have for the bank. The aim of research, presented in this paper, is to assess to benefits of introducing Customer Relationship Management concept in banking sector, by defining strategies, adjustment of organizational structure, culture and internal processes with help of modern technology. The paper presents methods of measuring success of Customer Relationship Management concept and problems which banks have when implementing a new business philosophy.

  20. Impact Of Customer Relationship Management On Customer Retention A Case Of Private Banks Of Sialkot Punjab

    Directory of Open Access Journals (Sweden)

    Nayab Bashir

    2017-08-01

    Full Text Available Customer relationship management is good for banking sector to increase in any economic condition and for customers to receive quality services This research check the impact of customer relationship management activities on banks customer retention in Sialkot Punjab. For the purpose of study a sampling analysis was conducted among 330 customers of selected private banks that is Habib Bank limited United Bank limited Faysal Bank limited with the help of a structured questionnaire. 316 questionnaires were usable. Statistical answers give support on the high positive relationship between customer relationship management CRM and customer satisfaction. This study exposed that there is a important positive relationship among the variables. This study exposes that the suitable execution of CRM will increases the number of customer satisfaction or make long term healthy relations with the current or potential customers through managing information or improve the performance of services that assist customer retention. Acronyms CRM Customer relationship management CS Customer satisfaction CR Customer retention Abbreviations Customer relationship management

  1. Impact of Customer Relationship Management on Customer Loyalty, Customer Retention and Customer Profitability for Hotelier Sector

    Directory of Open Access Journals (Sweden)

    Sandra-Dinora Orantes-Jiménez

    2017-08-01

    Full Text Available Since the entrance of strategies oriented to marketing relational in Hotelier Sector, the traditional way of travel agents and other representatives arranging hospitality services for hotel and travel reservations has changed. The strategies oriented to customer relationship management are a relatively new area of specialty loyalty marketing in the hotel and hotelier sector, with advancements being made constantly. The use of this type of strategy can allow hoteliers or companies to tailor special guest programs, services and promotions based on hotel guest preferences. The hotel can use the data collected in a program to identify the needs of particular customers across hotel chains to be able to use marketing that can be targeted at specific groups of people. It also gives hoteliers the opportunity to evaluate frequent guest programs, personalize their services and perform trend analysis. A program based in marketing relational is typically run by hotels and companies to collect guest information and transaction data for use and examining to allow hoteliers to see target groups that should be marketed too. Based on these transactions hotels are able to create and manage guest loyalty programs and reward schemes. This research approach is to appraise the impact of customer relationship management on customer profitability as mediated by customer loyalty and customer retention within the hotelier sector of Mexico, and specifically for those hoteliers classified like of three stars. A sample of 100 hotels three stars was interviewed as respondents in this study. The objective of the study was to find the impact relationship between effective customer relationship implementation, customer loyalty, and customer retention and customer profitability. The findings of the study add value to hotels three stars in Mexico, and provide some invaluable statistical results essential for hotel managers and owners to successfully enhance customer loyalty

  2. The Impact of Customer Relationship Management to Customer Loyalty Through Customer Satisfaction in Cabal Dining Manado

    OpenAIRE

    Pandowo, Merinda; Pangemanan, Sifrid S.; Wattilete, Randy

    2013-01-01

    Customer relationship management is the one influencing customer loyalty, but to get customer loyalty we should know how to make customer satisfaction. This research is purposed to analyze the impact of customer relationship management to customer loyalty through customer satisfaction in Cabal Dining Manado. This research used the Path analysis as the method of this research. Population in this research is mainly in this research is people in Manado. The sample of this research is 100 respond...

  3. Trends in Marketing: Customer Relationship Management.

    Science.gov (United States)

    Okula, Susan

    2000-01-01

    Describes the basics of Customer Relationship Management, a process whereby the customer interacts with the company, the company responds by learning to meet that individual's needs, and the customer is more likely to become loyal. Suggests how marketing students can learn the fundamentals of it. (JOW)

  4. A Study to Investigate the Effect of Customer Value on Customer Satisfaction, Brand Loyalty and Customer Relationship Management Performance

    OpenAIRE

    Berrin Onaran,; Zeki Atil Bulut,; Alparslan Ozmen

    2013-01-01

    Beyond satisfying needs, customer value is the key to establish and maintain long run relationships. Hence, providing excellent customer value as a driving force of customer relationships management performance plays a key role in gaining sustainable competitive advantage. The aim of this research is to investigate the relationships among dimensions of customer value, customer satisfaction, brand loyalty and customer relationship management performance. Data obtained from customers of thermal...

  5. Customer Relationship Management in Agile Healthcare Organizations

    OpenAIRE

    Nasrabad, Rafat Rezapour

    2017-01-01

    Today, several studies in the field to identify key factors in the success and agility of health care organizations to improve their performance in the face of changes have taken place in the context of customer relationship management among them. The purpose of this study was to explore the concept of customer relationship management, goals and benefits by considering its relationship with value creation for clients and treatment. Results showed concern for organizations today, creating cust...

  6. PENGEMBANGAN CUSTOMER RELATIONSHIP MANAGEMENT BERBASIS SISTEM E-COMMERCE

    Directory of Open Access Journals (Sweden)

    Sugiarto Montana

    2010-10-01

    Full Text Available PT Dwisanjaya Abadi Mukti is a company engaged in distributing Pertamina lubricating agent with products for industrial and automotive lubricants. Therefore, companies need a Customer Relationship Management E-commerce-based systems, to address the issues of purchasing and service to customers that are still conducted manually. Systems analysis is done through observation interviews, and literature; analysis of survey findings; and identification of information needs from survey. The system is designed to give advantage to the user as to obtain the desired information quickly, to acquire new customers, improve customer relationships, and retain customers; other than that for the company this system reduces operating costs, more efficient time, accessible anytime and anywhere, improving work productivity, increase sales, increase the number of customers, and improve customer satisfaction.Keywords: customer relationship management, e-commerce, front end, back end

  7. The Relationship Between the Customer Relationship Management and Patients' Loyalty to Hospitals.

    Science.gov (United States)

    Hajikhani, Shadi; Tabibi, Seyed Jamaledin; Riahi, Leila

    2015-06-25

    Customer Relationship Management (CRM) with its various components has been considered as a tool causing customers' loyalty. The present study aims to investigate the relationship between the various components of customer relationship management and patients' loyalty to the place of their treatment. This cross sectional and descriptive-analytical study was conducted among nurses and hospitalized patients in inpatient wards in selected hospitals in 2014. Using the stratified random sampling method, 224 valid and reliable researcher-drafted questionnaires were completed for CRM by nurses and 359 questionnaires were completed by patients for patients' loyalty in the studied wards. Data were analyzed using the SPSS(20) software. There was no statistically significant relationship between the level of patients' loyalty and organizational indicators, information technology and knowledge management (P Value>0.05). However, there was a statistically significant relationship between loyalty and the dimensions of the service process (P Value=0.04), human resources (P Value=0.002) and CRM (P Value=0.038). The strength of these relationships were 34, 40 and 36 percent, respectively all of which were positive. Customer Relationship Management is a tool for improving influencing factors on patients' satisfaction and loyalty. Therefore, attempts to implement customer relationship management as a process for improving hospitals performance and improving communication between service providers in hospitals and customers leading to enhance patients' loyalty should be taken into account by managers and policy makers in the health sectors.

  8. Studying the electronic customer relationship management and its ...

    African Journals Online (AJOL)

    Studying the electronic customer relationship management and its effect on bank quality outcomes. ... Journal of Fundamental and Applied Sciences ... Keywords: Electronic Banking, Service Quality, Customer Satisfaction, Management of

  9. Impact of PT. Central Proteinaprima Customer Relationship Management Towards Customer Loyalty in Sidoarjo Area

    OpenAIRE

    Santoso, Ivandy

    2015-01-01

    Customer Relationship Management is considered as an important factor that can impact customer loyalty in purchasing a product. In Sidoarjo, PT. Central Proteinaprima, a fish feed company, also competes with other companies to attract customer loyalty. This research is conducted with the aim to find out the effect of customer relationship management on customer loyalty. The data was gathered using simple random sampling by distributing questionnaires to 150 respondents in Sidoarjo...

  10. Designing Customer Relationship Management Model in Hospital

    OpenAIRE

    Mohammad Abbaszadeh; Roohollah Askari; Morad Alizadeh; Mohammad Amin Bahrami

    2017-01-01

    Background: Customer relationship management is a modern marketing concept which is also considered as a successful business strategy. The present study aimed to design a customer relationship management model in the hospital. Methods: The study is an applied research performed in 2 phases of 1) texts investigation and 2) the experts' opinions to achieve consensus. Data were analyzed using SPSS 18 software along with descriptive statistics. Results: The designed model included areas of ...

  11. Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management and Customer Satisfaction

    Science.gov (United States)

    Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

    2014-01-01

    This research talks about total quality service and customer relationship management effects toward customer satisfaction and its impact on customer loyalty. Fast food restaurant KFC, always strives to continue to make improvements in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on…

  12. The Relationship Between the Customer Relationship Management and Patients’ Loyalty to Hospitals

    Science.gov (United States)

    Hajikhani, Shadi; Tabibi, Seyed Jamaledin; Riahi, Leila

    2016-01-01

    Background and Aim: Customer Relationship Management (CRM) with its various components has been considered as a tool causing customers’ loyalty. The present study aims to investigate the relationship between the various components of customer relationship management and patients’ loyalty to the place of their treatment. Methods: This cross sectional and descriptive-analytical study was conducted among nurses and hospitalized patients in inpatient wards in selected hospitals in 2014. Using the stratified random sampling method, 224 valid and reliable researcher-drafted questionnaires were completed for CRM by nurses and 359 questionnaires were completed by patients for patients’ loyalty in the studied wards. Data were analyzed using the SPSS20 software. Results: There was no statistically significant relationship between the level of patients’ loyalty and organizational indicators, information technology and knowledge management (P Value>0.05). However, there was a statistically significant relationship between loyalty and the dimensions of the service process (P Value=0.04), human resources (P Value=0.002) and CRM (P Value=0.038). The strength of these relationships were 34, 40 and 36 percent, respectively all of which were positive. Conclusion: Customer Relationship Management is a tool for improving influencing factors on patients’ satisfaction and loyalty. Therefore, attempts to implement customer relationship management as a process for improving hospitals performance and improving communication between service providers in hospitals and customers leading to enhance patients’ loyalty should be taken into account by managers and policy makers in the health sectors. PMID:26493416

  13. Customer Relationship Management : Evaluating customer Relationship Management:case Lennol Oy

    OpenAIRE

    Ndila Mutua, Esther

    2011-01-01

    The objective of this thesis was to study the CRM of the Lennol Company which is a linen company situated in Finland, Jalasjärvi. The Company wanted to know if their CRM is effective and how they can make it more profitable for the company. The theoretical framework is constructed using materials on theories on Customer Relationship Management. This part consists of characteristics of effective CRM and benefit of CRM. The author also mentions the reasons for failure of CRM and also how busine...

  14. Features of the Development Strategy Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    I. M. Gurova

    2017-01-01

    Full Text Available Purpose: in the current economic situation one of the main conditions of competitiveness of the company is its customer focus. In this regard, the most promising strategy for strengthening the stability of the organization is the management of customer relationships.The presented article explores the process of developing a customer relationship management strategy. This is a crucial, fundamental stage, from the very outcome of which the very possibility of achieving the organization's global goal depends to a large extent. Therefore, the development of a strategy requires deep reflection and qualitative elaboration. The aim of this work is to identify specific features of development of strategy of customer relationship management through the systematization of theoretical and methodological framework and a detailed consideration of the algorithm of this process. Methods: the methodology of the study is based on the application of universal scientific methods of analysis and synthesis, analogy and modeling. In the process of collecting and collating data used content analysis, comparative analysis, methods of induction and deduction, system approach. Functional, strategic and economic analysis, methods of formalization, forecasting and expert assessments are used to generalize information and solve assigned tasks. Results: in the process of the study, a common algorithm for creating a customer relationship management strategy was developed. In particular, its main stages have been identified; the processes of solving the most important problems have been singled out and studied in detail. In addition, the article substantiates the basic theoretical and methodological guidelines, as well as the practical aspects of development of this type of strategy. Conclusions and Relevance: the main feature of development of the strategy of customer relationship management is the focus on the value characteristics of the analyzed elements. This is due to

  15. Team Risk Management: A New Model for Customer-Supplier Relationships

    Science.gov (United States)

    1994-07-01

    Management : A New Model for Customer - Supplier Relationships Ronald P. Higuera "Audrey J. Dorofee Julie A. Walker Ray C. Williams July 1994 ""•// 94...N/A N/A N/A 11. TITLE (Include Secuity Claaaificatioa) Team Risk Management : A New Model for Customer -Supplier Relationships 12. PERSONAL AUTHOR(S...by block number) FIELD GROUP SUB. GR. Customer - Supplier Relationships Risk Team Risk Management 19. ABSTRACT (cominus on = if necesaryd id’y by block

  16. A Customer Relationship Management System to Target Customers at Cisco

    OpenAIRE

    Rahul Bhaskar

    2004-01-01

    This case describes the implementation of an Internet empowered Customer Relationship Management (CRM) at Cisco Systems Inc. After describing the organizational background of Cisco, the case takes the student into the issues that the executives faced after the market crash in 2001. John Chambers, Cisco CEO, and his team decided to strengthen Cisco’s relationship with the customers so that the company could emerge stronger when the markets recovered. Questions are raised as to the implementa...

  17. Pengaruh Customer Relationship Management Terhadap Loyalitas Pelanggan Indosat Bengkulu

    OpenAIRE

    Yulinda, Ade Tiara

    2017-01-01

    Ade Tiara Yulinda: The objectives of this research is to analyze the influence of customer relationship management (technology, people, process and knowledge) on customer's loyalty at PT. Indosat Bengkulu. Using survey research, analysis techniques using a likert scale and using multiple linear regression analysis. Samples used were 100 respondents. The result of this research, can be concluded that the customer relationship management in the variable of technology, people, process, knowledge...

  18. Customer relationship management and performance in the paint ...

    African Journals Online (AJOL)

    A paradigm shift from sellers' market to buyers' market has necessitated the need for the organizations to entrench customer relationship management in meeting the demands of the changing business environment. The need for effective retention of hard-core customers driven by product quality and relationship assets ...

  19. CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN PHYSICAL FITNESS CLUBS

    OpenAIRE

    Mahmoud Goodarzi

    2011-01-01

    Although customer relationship management has been identified as an important businessapproach in enterprise institutes; there is no universally accepted definition of CRM. Swiftdefined it as an enterprise approach to understanding and influencing customer behavior throughmeaningful communications in order to improve customer knowledge recovery; customeracquisition; customer retention; customer loyalty; and finally customer profitability (2).Thompson (2002) knows CRM as a business strategy to...

  20. Analisis & Perumusan Fitur Aplikasi Sms-marketing Berdasarkan Customer Relationship Management Model

    OpenAIRE

    Wijaya, Sidiq Wahyu Surya; Laksito, Arif Dwi

    2015-01-01

    The growth of Micro, Small and Medium Enterprises (UMKM) in Indonesia is very rapid. However, in terms of Customer Relationship Management, it is still few of UMKM which actually implement it. In fact, it can ensure that all customers have/use a mobile phone, either a normal mobile phone or smartphone, which should be used for the purposes of customer relationship management (Customer Relationship Management). One of these is the use of SMS (Short Message Services) technplogy. Therefore, in ...

  1. customer relationship management and performance in the paint

    African Journals Online (AJOL)

    CIU

    2000-05-05

    May 5, 2000 ... engender high level of customer loyalty on organizational products in meeting the ... Key words: Customer relationship management, Performance, ... contact, commitment and after-sales service. ... also explain that by increasing customersatisfaction, customer .... To increase the market share, organizations.

  2. Performance in Service Marketing from Philosophy to Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    Victor Danciu

    2007-08-01

    Full Text Available The contribution of services to the development of every national economy is in the progress,they becoming the major contributor to the gross national product of most countries. In their turn, thecustomers become more demanding and powerful in their relationship with service providers. They askfor more and new relationship. The appropriate new marketing, known as Relationship Marketing, looksto engage the customer interactively in the many steps of creating value which is later shared betweenservice provider and customer. This requires to focus on long-term customer relationship. In order toestablish and maintain long-term relationship, the relationship marketing should understand customerexpectations, know the customers, evaluate services process, obtain a proper service quality and adequatelymanage customers’ relationships. The service customer’s is placed on an expectation range to afive dimension scale and have two levels which may be analyzed into a model of service. A stimulus forrelationship marketing performance may be the quality of service. The objective and subjective quality ofservice is essential for the service customer relationship management. In order to reach the goal ofretaining actual customers, service companies should be prepared to spot customers who leave and thenanalyze and act on information they provide. Managers should make sure the entire organization understandthe importance of keeping customers and encourage employees to pursue zero defections by tryingincentives, planning, and budgeting to defections targets. Most important, managers use defections as avehicle for continuously improving the quality and value of the service they provide to customer.

  3. Customer relationship management in the agricultural machinery market

    Directory of Open Access Journals (Sweden)

    Amanda Letícia Pit Nunes

    Full Text Available ABSTRACT: Customer Relationship Management can be regarded as a business approach. The objective was to know the customers, meet their expectations, and thus build customer loyalty. Although, the agricultural sector makes significant economic contributions to the Brazilian market and induces sharp competition among its companies, a huge opportunity still presents itself for the diffusion and implementation of CRM in the agricultural machinery sector. This study aimed to highlight the importance of customer management, by introducing the customer relationship management (CRM concept. This is possible in the event of reselling agricultural machines, with the intention of retaining the customers and raising the profitability of these companies. It is necessary to understand CRM as more than a mere a concept or a tool. It is a business strategy, an endeavor that must be endorsed by the entire company. The concessionaire must be perceived as greater than a mere reseller. It is to be viewed rather as a problem solver, as one who offers services that are high in quality and meet client specifics.

  4. CUSTOMER RELATIONSHIP MANAGEMENT : case study Coca-Cola Company

    OpenAIRE

    Ling, Xiaojing

    2017-01-01

    The Coca-Cola Company is an American multinational beverage corporation, a manufacturer, retailer and marketer of non-alcoholic beverage concentrates and syrups with its headquarter in Atlanta, Georgia. This thesis is aimed to affirm the superiority of the Coca-Cola Company and to find out its shortcomings in managing customer relationships based on studying the customer relationship management strategy for Coca-Cola Company and discussing the comparison between Coca-Cola and Pepsi Cola, then...

  5. DESIGNING A MODEL OF CUSTOMER RELATIONSHIP MANAGEMENT FOR A MOBILE PHONE COMPANY

    Directory of Open Access Journals (Sweden)

    BRUTU MĂDĂLINA

    2015-07-01

    Full Text Available Customer relationship management refers to establishing, maintaining, developing and optimizing the relations between an organization and its customers and focuses on understanding and meeting its customers’ wishes and demands, the core items of the business strategy of any performant company. This paper aims at designing and testing a model of customer relationship management applicable within a mobile phone company. Starting from this purpose, the main objectives of the research were: presenting the concept of customer relationship management; the importance of companies’ orientation to the market; identifying a model of customer relationship management and, not least, analyzing the efficiency of this model. The results lead to the conclusion that the model of customer relationship management is extremely effective in the mobile phone industry, bringing significant profits.

  6. Mobile Customer Relationship Management and Mobile Security

    Science.gov (United States)

    Sanayei, Ali; Mirzaei, Abas

    The purpose of this study is twofold. First, in order to guarantee a coherent discussion about mobile customer relationship management (mCRM), this paper presents a conceptualization of mCRM delineating its unique characteristics because of Among the variety of mobile services, considerable attention has been devoted to mobile marketing and in particular to mobile customer relationship management services. Second, the authors discusses the security risks in mobile computing in different level(user, mobile device, wireless network,...) and finally we focus on enterprise mobile security and it's subgroups with a series of suggestion and solution for improve mobile computing security.

  7. Customer retention through supplier-organization-customer relationship management

    OpenAIRE

    Žvirelienė, Renata; Bučiūnienė, Ilona; Škudienė, Vida; Sakalas, Algimantas

    2009-01-01

    The research objective was to assess the relationship marketing outputs' (internal relationship, relationship with customer, relationship with supplier) interrelationship and their relationship with customers' retention. The internal and external relationship dimensions of commitment, satisfaction, trust, communication, cooperation and empathy were used to measure supplier-organization-customer relationship strength. The survey was conducted in cargo vehicles trading industry companies in Lit...

  8. Data Mining Techniques for Customer Relationship Management

    Science.gov (United States)

    Guo, Feng; Qin, Huilin

    2017-10-01

    Data mining have made customer relationship management (CRM) a new area where firms can gain a competitive advantage, and play a key role in the firms’ management decision. In this paper, we first analyze the value and application fields of data mining techniques for CRM, and further explore how data mining applied to Customer churn analysis. A new business culture is developing today. The conventional production centered and sales purposed market strategy is gradually shifting to customer centered and service purposed. Customers’ value orientation is increasingly affecting the firms’. And customer resource has become one of the most important strategic resources. Therefore, understanding customers’ needs and discriminating the most contributed customers has become the driving force of most modern business.

  9. Perancangan E-Customer Relationship Management Pada Pt Starsindo Logistics

    Directory of Open Access Journals (Sweden)

    Nelly Nelly

    2010-12-01

    Full Text Available Starsindo Logistics Inc. (SL is a company in freight forwarding service. The problem in this company is less information provided to customers, especially about customer order status information. It is started from the departure of the EMKL truck until the standard time of customer container entering freight process. Therefore, it is needed to use the customer service application electronic-Customer Relationship Management (e-CRM, because it will ease to manage and control information flow about the customer order status. The research method is following rules in object oriented analysis and design by Mathiassen. Through website, public is hoped to easily access the company information or ship schedule, order list, tracking order status, or transaction history. This web-based customer service application could help the company to build a good relationship with customers

  10. Impact Of Customer Relationship Management On Customer Retention A Case Of Private Banks Of Sialkot Punjab

    OpenAIRE

    Nayab Bashir

    2017-01-01

    Customer relationship management is good for banking sector to increase in any economic condition and for customers to receive quality services This research check the impact of customer relationship management activities on banks customer retention in Sialkot Punjab. For the purpose of study a sampling analysis was conducted among 330 customers of selected private banks that is Habib Bank limited United Bank limited Faysal Bank limited with the help of a structured questionnaire. 316 questio...

  11. DATA MINING IN CUSTOMER RELATIONSHIP MANAGEMENT

    Directory of Open Access Journals (Sweden)

    Vasile-Bogdan Arcanu

    2011-06-01

    Full Text Available In the context of millennium development business, speed and adaptability to change are the key words. So to meet increasingly strong competition, information, transmitted in real time, enable companies to anticipate their customers needs and developments in the global market. Organizations now find that Peter Drucker was a visionary in the center saying that any company is customer strategy. The new economy requires strong and lasting relationships with customers, how to manage them with new information technologies is a major element of increased competitiveness of firms.

  12. Comparison of cloud customer relationship management systems

    OpenAIRE

    Remic, Anja

    2014-01-01

    In the theses it will be shown how cloud computing looks like. Customer relationship management (CRM) system consisting of four types will be described. All types will be represented by their most important properties and what type would be important for which company. Relationships between customers and companies are very important because of long-lasting cooperation between them and regular income. It is interesting how a company operates without CRM system and how a company that uses it da...

  13. AN INVESTIGATION ON THE CUSTOMER RELATIONSHIP MANAGEMENT IN FURNITURE STORES

    Directory of Open Access Journals (Sweden)

    İlker Akyüz

    2004-11-01

    Full Text Available The most valuable thing for corporations is customers in today’s competitive environment. The evaluation obtained with suitable methodology is important vitally in the success of customer relationship management systems applied for the continuous customer satisfaction and devotion. Continuous customer satisfaction, development of communication skills with customers, caring with customers’ desires and compliments before and after sale just in sale time, development of the quality of services being offered to the customers is dependent on the determining customer problems closely and giving customer focused services. In this study, it was tried to reveal the customer relationship management, communication with customer, customer focused sale offered before, after and just in sale time in some furniture stores located in Trabzon. It was found that the furniture stores in Trabzon have been generally trying to give customer focused sale services

  14. Analisis Customer Relationship Management terhadap Kepuasan Pasien Pusat Jantung Nasional Harapan Kita

    OpenAIRE

    Liawatimena, S; Arifianto, Teguh; Saliu, Yunina; Salim, Hartono Agus

    2002-01-01

    The research tries to find out how big the influence of Customer Relationship Management of Heart Centre Patient Harapan Kita concerning the patient satisfaction. The Customer Relationship Management divide into three main functions which is Acquisition, Enhance, and Retain. The conclusion is, if there is increased in Customer Relationship Management of Heart Centre Patient Harapan Kita, it will increased the patient satisfaction also.

  15. Implementation of customer relationship management and its advantages : Case company Forchem Oy

    OpenAIRE

    Puiseva, Maiju

    2014-01-01

    The purpose of this thesis was to bring out the key issues of the concept of customer relationship management and study its implementation and advantages in the case company. The topic of the thesis was assigned by the case company. Their objective was to understand customer relationship management better and to develop it to be one of the business processes. Theoretical part of the thesis studied customer service and customer relationship management and the importance of those. Theoretica...

  16. Headquarters Air Force Material Command Customer Relationship Management

    Science.gov (United States)

    2006-06-01

    The concept of CRM is new to the Air Force, but customer relationship management has existed as long as there have been buyer and sellers of goods... people that call their customer service centers, which constitute their external customers . This approach does not incorporate inputs and insights...indicator, the ACSI tracks trends in customer satisfaction and provides valuable benchmarking insights of the consumer economy for companies, industry

  17. Connection between customer relationship management and brand equity

    OpenAIRE

    Miroslav Mandić

    2007-01-01

    Customer relationship management (CRM) is one of the basic and most crucial elements of the marketing philosophy. CRM puts customers and their satisfaction in the centre by pointing all company’s activities towards the customer. The main objective of CRM is to get to know the customer as well as possible so as to help a company deliver better, more appropriate and higher added value to the customer. A strong connection with customers is the key to their satisfaction, especially if this connec...

  18. Studying the electronic customer relationship management and its ...

    African Journals Online (AJOL)

    ... was returned after distributing of 80 samples. Hypotheses of research have been analyzed using spss software and Spearman correlation test. The results prove all hypotheses of research. Keywords: Electronic Banking, Service Quality, Customer Satisfaction, Management of. Relationship with Customer, Commitment ...

  19. Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction: A Model-Building Approach

    OpenAIRE

    Su-Fang Lee; Wen-Jang ("Kenny") Jih; Shyh-Rong Fang

    2006-01-01

    This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Intern...

  20. Implementasi Sistem Informasi Crm (Customer Relationship Management) (Studi Pada Ud. Iwek-p Adventure Kota Malang)

    OpenAIRE

    Randy, Muhammad Iqbal Dimasz

    2014-01-01

    The purpose of this minor thesis is to describe the customer relationship management of information system, to analize the problem of customer relationship management information system, and to give an alternative solution or a new customer relationship management information system recommendation to UD. Iwek-P Adventure. Through Customer Relationship Management, companies can improve interaction with customers, not only interact directly but also at the time online, and Customer Relationship...

  1. Customer Relationship Management Approach and Student Satisfaction in Higher Education Marketing

    Directory of Open Access Journals (Sweden)

    Ogunnaike Olaleke Oluseye

    2014-09-01

    Full Text Available The primary objective of the article was to determine the relationship between customer relationship management and student satisfaction. The study explored the ways in which student satisfaction can be achieved with the use of customer relationship management. Both descriptive and inferential statistics were employed in this research. The following hypotheses were formulated in this study: Student Lifecycle management has a significant impact on the student’s willingness to recommend to others, Parent relationship management has a positive impact on the students’ willingness to recommend their universities to others. A multiple regression analysis was employed in the hypothesis testing. The research findings showed that student’s willingness to recommend to others increases when the student lifecycle in the university is well managed. It was also discovered that strong parent relationship management at the University enhances the student’s willingness to recommend their Universities to others. It is therefore recommended that Universities should adopt effective customer relationship management strategies to achieve student satisfaction.

  2. Customer Relationship Management: Upaya Pencapaian Profitabilitas Jangka Panjang

    OpenAIRE

    Triastity, Rahayu

    2010-01-01

    The rapidly and constantly changing business environment has forced businesses to reconsider their strategies in maintaining their customer base. Customers nowadays have a wide array of product choices, and worst – they are becoming increasingly disloyal. Such facts pose serious threats for some companies. For those who want to keep their customer base, an integrated approach of maintaining and managing customer relationship must be taken. This article proposes an integrated framework of mana...

  3. Impact of Customer Relationship Management on Product Innovation Process

    OpenAIRE

    Li, Yelin; Thi, Thu Sang Nguyen

    2012-01-01

    In marketing, the common view is that customer relationships enhance innovativeness. Regularly it involves doing something new or different in response to market conditions. However, previous studies have not addressed how customer relationship management (CRM) plays its role in product innovation process. This thesis proposes and tests how key CRM activities influence and relate to each stage in product innovation process. The objective of this study is to test how customer relations managem...

  4. A Study on Marketing Management Tool use of Customer Relationship

    Directory of Open Access Journals (Sweden)

    Cibele Barsalini Martins

    2015-04-01

    Full Text Available This paper highlights the relation between management tools of Relationship Marketing (RM with customers. The auxiliary tools in the process of Relationship Marketing were analyzed: Customer Relationship Management (CRM, Loyalty Programs, Endomarketing and Marketing Research. This study presented a multicase comparative in six companies, in which three of them have already deployed the management of Relationship Marketing with their clients, and the other three companies that were in the preliminary phase of deployment of these. The data collection was made from semi-structured interviews with professionals who worked in three hierarchical levels (strategic, tactical, and operational of each participating company, using both the technique of data collection by e-mail and personal interview. The approach was qualitative, with phenomenological analysis. It was found that the deployment of Relationship Marketing by the organizations surveyed takes place in a significant amount of time, where investments have occurred by pressure of the environment, in particular by loss of market share, the need to promote customer loyalty, to improve competitiveness and concern with the customer. It was not clear that the process of deployment of Relationship Marketing originated from the strategic planning and used proactively.

  5. ANALISIS PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP KEPUASAN PELANGGAN PADA PT TELKOMSEL DI MAKASSAR

    OpenAIRE

    ANANDA, RACHMA RESKY

    2015-01-01

    2015 Analisis Pengaruh Customer Relationship Management Terhadap Kepuasan Pelanggan Pada PT Telkomsel di Makassar Analysis of Customer Relationship Management Influence to Customer Satisfaction at PT Telkomsel in Makassar Rachma Resky Ananda Muh. Asdar Yansor Djaya Tujuan dari penelitian ini adalah untuk menganalisis pengaruh Customer Relationship (continuity marketing, one to one marketing dan partnering atau co-marketing) terhadap k...

  6. CRM AS A SUPPORT FOR KNOWLEDGE MANAGEMENT AND CUSTOMER RELATIONSHIP

    OpenAIRE

    Silvana Toriani; Maria Terezinha Angeloni

    2011-01-01

    This paper aims to analyze the role of Customer Relationship Management (CRM) as a support for Knowledge Management (KM) and the Customer Relationship Strategy Definition in an Information Technology (IT) Company. This work is based on theories of KM, IT, and Relationship Marketing. Our survey uses a descriptive approach, in which data is gathered by means of content analysis of semi-structured interviews. The study results have shown us that the company implements an effective system for CRM...

  7. A Review : Benefits and Critical Factors of Customer Relationship Management

    OpenAIRE

    Vijay Pal Dhaka; Pooja Nahar

    2014-01-01

    Customer Relationship Management (CRM) is a technical jargon which is a blend of methodologies, software and internet, which are used by a company to achieve its goal through the identification and satisfaction of customer’s stated and unstated needs and wants. This software addresses customer life cycle management. This system manages company interactions with current and future customers. It involves technology to organize, automate and synchronize business processes. CRM application is an ...

  8. CUSTOMER RELATIONSHIP MANAGEMENT (CRM SUCCESS FACTORS: AN EXPLORATORY STUDY

    Directory of Open Access Journals (Sweden)

    Mohammed ALAMGIR

    2015-02-01

    Full Text Available Customer relationship management (CRM can improve organization’s performance through applying customer knowledge and maintaining relationships with customers. Literature on CRM in an integrative fashion is sparse, rather issues are presented in isolation mostly focusing on technology ignoring other extra-organizational issues like social rapport and customer knowledge. Likewise, CRM success is poorly sketched and social rapport as a facilitator of knowledge generation has received little attention in the previous literature. Therefore, the main purpose of this research is to investigate the role of CRM, customer knowledge and social rapport on CRM success. The present study considers the Resource-based view in developing CRM success framework. A Qualitative research approach has been taken in this study where ten customer-service managers of different telecom operators of Bangladesh have been interviewed. To identify the factors along with their associated variables and also to further develop a research model a content analysis technique has been utilized. The results of the interviews identified three factors affecting CRM success. This paper also highlights the research and managerial implications of the model.  

  9. A Study on the Satisfaction of the Employees in the Internal Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    Yavuz Demirel

    2008-06-01

    Full Text Available In this study, the factors that affect the satisfaction of the workers in the Internal Customer Relationship Management (IntCRM in a X manufacturing-industry operation that has a leading role in the white-goods sector in Turkey are studied. In this context, the direction of the relationships among the dimensions of the Internal Customer Relationship Management (internal customer satisfaction, effective management, internal customer-focused culture and attitude, technological competence, cooperation and communication is examined. The study also deals with the relationship between the socio-demographic characteristics of the workers and internal customer satisfaction dimension, as well as the relationship between socio-demographic characteristics of the workers and cooperation/communication dimension in detail. Additionally, the question whether internal customer satisfaction level varies in accordance with the management style is settled. Besides, various suggestions for the internal customer satisfaction have been made, putting forward the factors that are effective in the internal customer (workers satisfaction

  10. Customer relationship management captures intellectual capital for increased competitiveness

    Directory of Open Access Journals (Sweden)

    C. R. Van Zyl

    2005-12-01

    Full Text Available Today, with regards to tangible assets, the corporate playing field has become more or less level with competing organisations producing very similar products and services. The key differentiator for an organisation's offerings now depends upon an organisation's ability to capture and leverage intellectual capital (IC, and especially customer IC. Customers are an invaluable source of two kinds of IC: transactional and innovative. An organisation must implement customer relationship management (CRM initiatives in order to develop and maintain good relationships with customers and in so doing, be able to capture IC. This IC will enable an organisation to be more responsive to new and changing customer needs and preferences and to be better able to customize products and services according to more specific customer profiles: ultimately leading to increased market share, profitability and overall strategic competitiveness. The purpose of this article is to determine how good customer relationships allow for the capture and subsequent leveraging of customer IC for increased competitiveness. In order to fulfill this purpose, the concept of CRM is explored as well as how CRM allows for the capture of both transactional and innovative capital. The strategic benefits of the application of customer IC are then explored, together with an exposition of the CRM implementation challenges facing those organisations that wish to implement a CRM program to capture and leverage customer IC for increased competitiveness. This exploration involved an examination of contemporary literature, theories and business cases and subsequently revealed that CRM is a vital discipline/philosophy that must be implemented by any organisation wishing to achieve greater market efficiency and competitiveness. This competitiveness can only be achieved through the carefully managed unlocking, sharing and leveraging of both transactional and innovative customer intellectual capital.

  11. CUSTOMIZED PRODUCTS: THE INTEGRATING RELATIONSHIP MARKETING, AGILE MANUFACTURING AND SUPPLY CHAIN MANAGEMENT FOR MASS CUSTOMIZATION

    OpenAIRE

    Süleyman BARUTCU

    2007-01-01

    A customized product is a special product designed and manufactured for individual customers to meet their individual needs. Managers need to understand why customers demand and how companies supply customized products. The importance of this study is to highlight business, marketing and manufacturing strategies so as to supply customized products efficiently. It is expected from a manufacturer to successfully adopt relationship marketing, mass customization, agile manufacturing and supply ch...

  12. Kajian Data Mining Customer Relationship Management pada Lembaga Keuangan Mikro

    Directory of Open Access Journals (Sweden)

    Tikaridha Hardiani

    2016-01-01

    Full Text Available Companies are required to be ready to face the competition will be intense with other companies, including micro-finance institutions. Faced more intense competition, has led to many businesses in microfinance institutions find profitable strategy to distinguish from the others. Strategy that can be applied is implementing Customer Relationship Management (CRM and data mining. Data mining can be used to microfinance institutions that have a large enough data. Determine the potential customers with customer segmentation can help the decision-making marketing strategy that will be implemented . This paper discusses several data mining techniques that can be used for customer segmentation. Proposed method of data mining technique is fuzzy clustering with fuzzy C-Means algorithm and fuzzy RFM. Keywords : Customer relationship management; Data mining; Fuzzy clustering; Micro-finance institutions; Fuzzy C-Means; Fuzzy RFM

  13. Customer Relationship Management (Crm) Berbasis Web Untuk Meningkatkan Daya Saing Toko Online

    OpenAIRE

    Kholil, Ishak

    2017-01-01

    Customer Relationship Management (CRM) is a thorough business strategy of a company that enables the company to effectively manage relationships with customers. relationships with CRM information technology is very important because without good information technology capabilities in managing information within the organization, CRM will be paralyzed and has no meaning. Synergy of these two things are needed what today's technology era. To generate a reliable performance of the organization m...

  14. Customer Relationship Management: Der Weg zur profitablen Kundenbeziehung

    OpenAIRE

    Bach, Volker; Gronover, Sandra; Schmid, Roland

    2000-01-01

    Im Umfeld steigender Kundenanforderungen und neuer technologischer Möglichkeiten verspricht Customer Relationship Management, Instrumente für profitables Kundenbeziehungsmanagement zu bieten. Notwendig ist dazu das Zusammenspiel vieler Bausteine, vom Internet-Auftritt über Call Center und Data Warehouses bis zu neuen Organisationsformen in kundennahen Bereichen. Der Beitrag stellt dazu ein grobes Vorgehen und die wesentlichen Gestaltungsfelder vor: Kundenprozesse, Multi-Channel- & Customer-Ma...

  15. The Evolution of Relationship Marketing (RM Towards Customer Relationship Management (CRM: A Step towards Company Sustainability

    Directory of Open Access Journals (Sweden)

    Samsudin Wahab

    2011-01-01

    Full Text Available This paper provides an overview of relationship marketing (RM and how it evolves to customer relationship management (CRM. Since marketing continuum is the basic concept for relationship marketing it is apt that marketing continuum is explained first. The reviewed literature than discussed the evolution of marketing from the four P’s principle towards more challenge structure combining environment factors and global market scenario ending with customer relationship management philosophy. This paper developed from the rational theories that are very relevant for the practitioners’ who are alert to the environmental changes. This paper ends with more applicable of customer relationship management concepts that are most recent tools to be considered for company growth and sustainability in the millennium age.

  16. Management of relationship between customer satisfaction and services in hotel industry in Prishtina

    OpenAIRE

    Dr.Sc. Shpresa Reshidi; MSc. Adelina Zeqiri; MSc. Saranda Kajtazi

    2016-01-01

    Nowadays, when companies more and more are oriented towards the customer, it is important to make a research on customer satisfaction. This paper will describe the management of relationship between customer satisfaction and services in hotel industry in Pristina. In the first part of the paper, review of the literature of different authors, from books and scientific publications. From the literature we achieved to understand customer relationship management, customer satisfaction and rel...

  17. The Increasing Focus on Managing Relationships and Customer

    African Journals Online (AJOL)

    midland

    In the past decade the focus on relationship management has increased and ... Relationship marketing is a customer retention strategy that, as defined by .... cases the core service is not the most important factor for continuing ... incentives such as discounts for services (for example, discount on hotel stays for frequent.

  18. Customer Relationship Management through Mobile Technologies: Exploratory Study on Indian Youth

    OpenAIRE

    Arpita Khare; Sapna Rakesh

    2012-01-01

    Companies are increasingly using technology to target their customers and build relationship with them. Customer relationship management is perceived as a strategy which harnesses technology for providing more value to customers through customized products and services. However, technology now extends beyond the peripheries of Internet to mobile-based systems. The research was directed towards understanding the viability and scope of mobile marketing strategies in India. The acceptance of mob...

  19. DESIGNING A MODEL OF CUSTOMER RELATIONSHIP MANAGEMENT FOR A MOBILE PHONE COMPANY

    OpenAIRE

    BRUTU MĂDĂLINA; MIHAI DANIELA MELANIA

    2015-01-01

    Customer relationship management refers to establishing, maintaining, developing and optimizing the relations between an organization and its customers and focuses on understanding and meeting its customers’ wishes and demands, the core items of the business strategy of any performant company. This paper aims at designing and testing a model of customer relationship management applicable within a mobile phone company. Starting from this purpose, the main objectives of the research were: prese...

  20. CRM AS A SUPPORT FOR KNOWLEDGE MANAGEMENT AND CUSTOMER RELATIONSHIP

    Directory of Open Access Journals (Sweden)

    Silvana Toriani

    2011-05-01

    Full Text Available This paper aims to analyze the role of Customer Relationship Management (CRM as a support for Knowledge Management (KM and the Customer Relationship Strategy Definition in an Information Technology (IT Company. This work is based on theories of KM, IT, and Relationship Marketing. Our survey uses a descriptive approach, in which data is gathered by means of content analysis of semi-structured interviews. The study results have shown us that the company implements an effective system for CRM, in which the system users transform data into information and knowledge in order to support decision-making and strategy definition.

  1. Model Pengukuran Kinerja Customer Relationship Management dalam Industri Perbankan

    Directory of Open Access Journals (Sweden)

    Freddy Simbolon

    2014-05-01

    Full Text Available High competition in the banking industry requires the banking industry to properly manage relationships with customers, as it is known as Customer Relationship Management (CRM. CRM applications will become effective when supported by information technology. Investment in information technology is not a small investment, because the higher the information technology, the greater the value of the investment. This study aims to obtain a model of CRM performance measurement in the banking industry efficiently and effective. The method in this study uses descriptive analytical method, while the results obtained in this study is a CRM Scorecard. CRM Scorecard is one of the approach models that correctly measure the performance of CRM, which is based on information technology. Through CRM Scorecard approach, information technology investment in CRM is no longer seen as a cost center, but seen to be a profit center, because the company can manage customers efficiently and effectively in order to enhance shareholder value in the future.

  2. Managing Customer Relationships in the Social Media : Case: Diamo oy

    OpenAIRE

    Laakso, Heidi

    2013-01-01

    The purpose of this study was to increase the amount of new likes of Diamo Oy in the social media network site Facebook, eventually aiming for the creation of new customer relationships, increased visibility of the company and into strictly increasing purchasing of their products. The theoretical part of the study consists of the role of content production in the social media field and customer relationship management, of which particularly customer acquisition and retention are discussed mor...

  3. Headquarters Air Force Material Command Customer Relationship Management

    National Research Council Canada - National Science Library

    Sullivan, Christopher B

    2006-01-01

    .... Specifically, this project sought to answer how customer relationship management (CRM) initiatives varied in the private and public sectors, and to determine an appropriate means of capturing and measuring this type of data...

  4. Impact Of The Customer Relationship Management Practices On The Profitability Of Uae Banks. A Comparative Study

    OpenAIRE

    Agnihotri, Dr Mahesh; Bhavani, Dr.M. Ganga

    2015-01-01

    Customer Relationship Management (CRM) is a business strategy where by banks builds strong relationships with existing and prospective customers with the goal of increasing organizational profitability. Customer Relationship Management (CRM) Practices provide a competitive edge to any organization including the Banking Sector, this research is an attempt to study the Customer Relationship Management (CRM) Practices in UAE Banks with certain objectives i.e to examine the existing Customer Rela...

  5. Pengaruh Customer Relationship Management Terhadap Loyalitas Pelanggan Starbucks Di Surabaya

    OpenAIRE

    Chandra, Felicia; Wibisono, Benny; Andreani, Fransisca

    2017-01-01

    : The study is to find the influence of Customer Relationship Management (CRM)on customer loyalty of Starbucks Coffee Surabaya. CRM variables include financial benefits,social benefits and structural ties. Multiple linear regression is used with 150 respondentsusing purposive sampling. The results show that financial benefits and structural ties havepositive and significant influences on customer loyalty; whereas, social benefits has positivebut insignificant influence on customer loyalty. Th...

  6. CUSTOMER RELATIONSHIP MANAGEMENT IN BUSINESS-TO-BUSINESS MARKETING: EXAMPLE OF TOURISM SECTOR

    Directory of Open Access Journals (Sweden)

    Demet TUZUNKAN

    2018-04-01

    Full Text Available The aim of this study is to demonstrate how customer relationship management systems are implemented in tourism companies that do business-tobusiness marketing. The study firstly tries to explain the concepts of business-tobusiness marketing and customer relations management. The existence and implementation of customer relationship management systems, particularly in business-oriented organizations, is crucial in order to make a difference in the globalizing world where competition conditions are gradually increasing. In order to achieve this, it has been evaluated how the customer relationship management systems are formed, how they are implemented, and what advantages they provide by conducting interviews with the employees in the companies that are business-tobusiness marketing in tourism sector and business areas. In methodology, semistructured interview technique has been used which enables qualitative data collection as a method in order to reach the goal of the study. As a result of the interviews and research, it has been established that customer relations management in B2B tourism companies is quite vital to be more productive, work efficiently, support marketing activities considerably and therefore increase the sales volume.

  7. Identifying the Dominant Perspective on Customer Relationship Management in the Last Decade 2000 – 2010

    Directory of Open Access Journals (Sweden)

    Ayca KANGAL

    2012-12-01

    Full Text Available Customer relationship management (CRM is a popular field of research at the intersection of a number of disciplines such as marketing, business management, information technologies and computer sciences, closely followed by scholars, company executives, and consultant firms. The current global competitive environment leads firms to develop and strengthen their relations with their customers, their most valuable assets. Long-term, mutually beneficial relations that businesses build with their customers provide an important competitive advantage against competitors. An effective and efficient customer relationship management would turn into customer satisfaction and loyalty, lower costs, and higher shareholder value for the firms. The aim of this study is to identify the dominant perspective and its sub-concepts used on scholars’ conceptualization of CRM employed in customer relationship management literature. With this purpose, a literature review was conducted for the period of 2000-2010. The results of the study show that customer relationship management was mostly conceptualized as a strategy by the scholars.

  8. Application of Customer Relationship Management Systems in Lithuanian Mobile Telecommunications Companies

    Directory of Open Access Journals (Sweden)

    Laura Uturytė-Vrubliauskienė

    2013-04-01

    Full Text Available Global investments in information technologies are constantly growing as the result of quick changes in technologies, globalization process, accelerating pace of life and increase in the importance of information to the modern society. Thus, the latest information technologies and systems are emphasized as one of the most important features of competitive ability of an organisation. As information technologies are getting more and more important in determining the advantage of a company in the business world, CEOs of organisations should pay more attention to implementation of systems that contribute to operational capacity of the entire organisation. In order to ensure success of an organisation, it is important to look for new investment solutions helping companies to develop individualized and differentiated ways of interaction with customers, ensuring their loyalty and allowing to maintain competitiveness in the market. More and more often, customer relationship management systems are chosen to achieve these aims. These systems are applied for business to efficiently manage relations with customers of a company; they help increasing the benefit obtained by every supplier or customer to the maximum and improving the results of the entire activity. Due to the increase in the number of organisations implementing customer relationship management systems (CRM, it is becoming important to study and evaluate these technologies and their influence. This would help to better understand the present problems related with customer relationship management (CRM systems.

  9. customer satisfaction, customer relationship management, Fuzzy Delphi, system dynamics.

    OpenAIRE

    Habib A. Mirghafoori; Ali Morovati Sharifabadi; Ensiyeh Taki

    2016-01-01

    This paper investigates the factors which are affecting customers satisfaction of Mobarake steel complex . Since there is a wide rang of factors affecting customer satisfaction,this paper pays attention to those factors which have CRM approach. The investigation society of the research is the marketing experts of Moabarake steel complex who have direct relationship with customers.At first, the factors were identified by experts using Fuzzy Delphi method and then the relationship between facto...

  10. Assesment of customer relationship development

    Directory of Open Access Journals (Sweden)

    Dagmar Lesáková

    2011-01-01

    Full Text Available The focus of this paper is customer relationship marketing and its new trends. The particular goal of the presented research study was to identify and analyse the indicators of customer relationship development in human resources recruitment / leasing companies. Nine indicators have been explored: mission statement concerning customer commitment, customer attraction, customer commitment, development of customer value, understanding customer needs, goals for customer satisfaction, after sales services, measurement of customer satisfaction, complaint management. The indicators were made sequentially operational in order to translate customer relationship development into specific activities designed to increase business performance. Based on a set of customer indicators four scientific hypotheses were tested. We proved that strong customer orientation has a positive impact on business performance. Out of nine indicators, seven of them have a strong impact on business outcomes. The research confirms that business performance increases with firm size and market density, and that introduction of quality management systems improves company performance. Finally, the appropriateness of the customer relationship indicators applied in human resources recruitment companies is discussed.

  11. Managing customer knowledge

    OpenAIRE

    2013-01-01

    M. Phil. (Information Management) Customer relationship management has been exposed as a strategic failure, unveiling only customer dissatisfaction. A new method for managing customers is consequently required. The effect of the knowledge economy has brought about a change in global orientation, in the focus on customer wants and needs to increase satisfaction. There was then a shift in focus from information to knowledge. In such an economy, the customer knowledge management strategy, as ...

  12. Connection between customer relationship management and brand equity

    Directory of Open Access Journals (Sweden)

    Miroslav Mandić

    2007-07-01

    Full Text Available Customer relationship management (CRM is one of the basic and most crucial elements of the marketing philosophy. CRM puts customers and their satisfaction in the centre by pointing all company’s activities towards the customer. The main objective of CRM is to get to know the customer as well as possible so as to help a company deliver better, more appropriate and higher added value to the customer. A strong connection with customers is the key to their satisfaction, especially if this connection is established by recognizing customers’ needs and it may therefore become one of the crucial competitive advantages. On the other hand, the main link between the company and the customer is its brand, or brands, where the company itself may be recognized as a brand. Generally speaking, it is possible to say that brand management and brand equity are used increasingly in everyday business. The concept of brand equity has a very important role because brand represents one of the most important assets in globally-known companies. The main objective of this paper was to research the connection between CRM and brand equity. The research showed that, if we use it the right way, CRM can be very useful in building brand equity, brand identity, brand value and customer satisfaction/loyalty.

  13. RFID of next generation network for enhancing customer relationship management in healthcare industries.

    Science.gov (United States)

    Alzahrani, Ahmed; Qureshi, Muhammad Shuaib; Thayananthan, Vijey

    2017-10-23

    This paper aims to analyze possible next generation of networked radio frequency identification (NGN-RFID) system for customer relationship management (CRM) in healthcare industries. Customer relationship and its management techniques in a specific healthcare industry are considered in this development. The key objective of using NGN-RFID scheme is to enhance the handling of patients' data to improve the CRM efficiency in healthcare industries. The proposed NGN-RFID system is one of the valid points to improve the ability of CRM by analyzing different prior and current traditional approaches. The legacy of customer relationship management will be improved by using this modern NGN-RFID technology without affecting the novelty.

  14. The effect of customer relationship management on customer loyalty: Evidence from banking industry

    Directory of Open Access Journals (Sweden)

    Hadi Hajiyan

    2015-11-01

    Full Text Available Measuring customer satisfaction in banking industry plays essential role for increasing market share and profitability. In this paper, we present an empirical investigation to measure the effect of customer relationship management (CRM on customer loyalty in Iranian banking industry. The study aims to understand whether implementation of a good CRM could increase the quality of services. The study designs a questionnaire in Likert scale and distributes it among 65 selected customers who do their banking activities with Bank Melli Iran in city of Semnan, Iran. Cronbach alpha has been calculated as 0.939, which is well above desirable level. Using t-student test, the study has determined that implementation of CRM could increase customer loyalty and quality of services.

  15. Evaluasi Customer Relationship Management pada Supermarket Hero di Jakarta Timur

    OpenAIRE

    Liawatimena, S; Amanda, M. F; Handoko, Handoko; Hendry, Hendry

    2002-01-01

    The growing of many big retailer make Hero Supermarket must obtaining it’s existance in retail business. Therefore, Hero Supermarket must form CRM (Customer Relationship Management) in order to increase a new customer, increase profit and maintaining customer, and pay attention to valuable customer. Data analysis done by searching procentage from many questions and cartesius diagram. The conclusion, the highest suitable level there are 98,27%  of quality product and the lowest is the price of...

  16. Customer Relationship Management Influence on Customer Value, Product Quality and Service Quality in Improving Customer Satisfaction and Its Implication on the Customer Loyalty

    OpenAIRE

    Harryani, Sri

    2017-01-01

    The purpose of this research is to determine the influence of Customer Relationship Management (CRM) on the Customer Value (CV), Product Quality (PQ) and Service Quality (SQ) in improving Customer Satisfaction (CS) that will have implications on the Customer Loyalty (CL). The research focuses on corporate banking, where customers serve as the research sample. The data in this research using the primary data and secondary data. Source primary data used questionnaire and source the secondary da...

  17. PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH PADA PT BANK SULSELBAR CABANG PANGKEP

    OpenAIRE

    MASWAR, ALFIANI

    2016-01-01

    2016 Pengaruh Customer Relationship Management dan Kualitas Pelayanan Terhadap Loyalitas Nasabah Pada PT Bank Sulselbar Cabang Pangkep Alfiani Maswar Indrianty Sudirman Abdul Razak Munir Penelitian ini bertujuan untuk mengetahui pengaruh Customer Relationship Management dan Kualitas Pelayanan terhadap Loyalitas Nasabah pada PT. Bank Sulselbar Cabang Pangkep dan untuk menentukan manakah dari variabel variabel dari Customer Relationship Management dan Kualitas Pel...

  18. Improving customer churn models as one of customer relationship management business solutions for the telecommunication industry

    OpenAIRE

    Slavescu, Ecaterina; Panait, Iulian

    2012-01-01

    Nowadays, when companies are dealing with severe global competition, they are making serious investments in Customer Relationship Management (CRM) strategies. One of the cornerstones in CRM is customer churn prediction, the practice of determining a mathematical relation between customer characteristics and the likelihood to end the business contract with the company. This paper focuses on how to better support marketing decision makers in identifying risky customers in telecom industry by us...

  19. Progress in customer relationship management adoption: a cross-sector study

    OpenAIRE

    Meadows, Maureen; Dibb, Sally

    2012-01-01

    Although customer relationship management (CRM) is widely used by organizations to capture and manage customer data, the process of implementation can be problematic. This article takes a multi-sector view of CRM implementation in three areas of the UK services sector: banking and finance; professional services; and the government/public sector. The study captures variations in CRM practice and implementation across these sectors, applying an existing framework of CRM implementation to tease ...

  20. CUSTOMER AND CONSUMER RELATIONSHIP MANAGEMENT TOWARDS E-BUSINESS STRATEGIES

    OpenAIRE

    Dr. K.Kala

    2017-01-01

    E-Commerce is an emerging technology for purchasing and selling of products through electronically. It is the commercial transaction which involves transfer of information over the internet. It changes the way to do business. With advancements in technology, there may be a chance to change. Customer Relationship Management and Consumer Relationship management play an essential role with E-Business. The focusing scenarios are facing many pros and cons by E-Business. This Paper makes an attempt...

  1. Data Mining Application in Customer Relationship Management for Hospital Inpatients

    OpenAIRE

    Lee, Eun Whan

    2012-01-01

    Objectives This study aims to discover patients loyal to a hospital and model their medical service usage patterns. Consequently, this study proposes a data mining application in customer relationship management (CRM) for hospital inpatients. Methods A recency, frequency, monetary (RFM) model has been applied toward 14,072 patients discharged from a university hospital. Cluster analysis was conducted to segment customers, and it modeled the patterns of the loyal customers' medical services us...

  2. Executing A Customer Relationship Management Programme In An Emerging Market: An Empirical Approach

    Directory of Open Access Journals (Sweden)

    Akinyele Samuel

    2013-05-01

    Full Text Available Retail financial services in all markets, including emerging markets, are undergoing major transaction, driven by change, deregulation and customer sophistication. Customer service and specifically relationship management in particular, are crucial to attaining a sustainable competitive advantage in the marketplace. The execution of a one- to- one programme within an emerging economy is the focus of this paper, specifically in the financial services environment. The steps in the execution of customer relationship management (CRM as proposed by Peppers, Rogers and Dorf (1999b are examined and the effect on customer service in an emerging market is investigated. The findings indicates that there are positive associations with these steps and customer service.

  3. Customer Relationship Management and Hospital Service Quality in ...

    African Journals Online (AJOL)

    Health care delivery has become one of the fundamental issues being given attention by governments of most developing countries. The Objective of this study therefore is to examine how Customer Relationship Management can be employed to bring about improve health service quality in Nigeria. The data for the study ...

  4. Pencapaian Tujuan Perusahaan dengan Customer Relationship Management pada Industri Jasa Telekomunikasi

    Directory of Open Access Journals (Sweden)

    Adhi Nugroho Chandra

    2013-12-01

    Full Text Available Marketing strategies can include forms of chosen marketing communications and marketing mix strategy. A company should maintain its consumer loyalty in a long term to prevent its product being “lost” due to lack of after-sales service. Thus, a concept of customer relationship management appears to improve customer satisfaction. Furthermore, for the company, implementing a strong customer relationship management will support other business units so that the corporate goal to gain profit will be achieved, considering the function of CRM is part of marketing unit the as spearhead of the company. CRM development cannot beseparated from technology. Therefore the use of CRM combined with web-based technology will result in a line of the target of a company, especially a telecommunication company, to face competition.

  5. Antecedents of Customer Relationship Termination

    DEFF Research Database (Denmark)

    Geersbro, Jens; Ritter, Thomas

    To end business relationships, or to more actively terminate relationships, has long been acknowledged as part of customer relationship management. However, compared to other elements such as initiation and maintenance of relationships, little is known about the termination of business...... relationships as a managerial task. This paper contributes by (1) developing a conceptualization of relationship termination competence and (2) analyzing its antecedents. The empirical results identify termination acceptance, definition non-customers, organizational relationship termination routines......, and motivation as significant antecedents. Because of this, managers need to develop their organizations in order to use relationship termination as a vital strategy....

  6. Analisis Implementasi Customer Relationship Management dan Kualitas Pelayanan Jasa terhadap Kepuasan Pelanggan dan Dampaknya pada Retensi Pelanggan Hotel Bidakara Jakarta

    Directory of Open Access Journals (Sweden)

    Dian Tauriana

    2012-05-01

    Full Text Available As the development of the business industry, it is now seen some companies that have a lot of customers so that it is required a good Customer Relationship Management to maintain long-term relationships with customers. Bidakara Hotel Jakarta is one of the services in the hospitality industry which implements Customer Relationship Management. Intense competition in the hospitality industry, Hotel Bidakara Jakarta must also consider the quality of care services to keep their customers satisfied and not switch to competitors through Customer Retention Strategy. In this study the author examines the influence and relationship between Customer Relationship Management and Service Quality on Customer Satisfaction and services impact on Customer Retention using Path Analysis. The results of this study show that the Customer Relationship Management Bidakara Hotel Jakarta is not contributing to the customers satisfaction. Quality services have positive and significant contribution to customers satisfaction; 'strong' influence. Customer Relationship Management has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'weak' influence. Quality service has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'strong' influence.

  7. Localisation challenges in usability and customer relationship management of e-commerce environments

    OpenAIRE

    Minocha, Shailey; Hall, Pat; Dawson, Liisa

    2004-01-01

    With growing competition in the global E-Market place, the focus of E-Businesses is moving from customer acquisition to customer retention. Towards this, E-Businesses, in addition to providing a usable site, are integrating Customer-relationship Management (CRM) strategies into the design and usability of E-Commerce environments. These CRM strategies include personalisation, providing consistent customer service across different communication channels of the E-Business, meeting customers' exp...

  8. Technology Trust and E-Banking Adoption: The Mediating Effect of Customer Relationship Management Performance

    Directory of Open Access Journals (Sweden)

    Samsudin Wahab

    2012-01-01

    Full Text Available The electronic revolution in the Malaysian banking sector has started in the 1970's. The first visible form of electronic innovation in the Malaysian banking industry was the introduction of Automated Teller Machines in 1981. Finally, on June 1, 2000, the Malaysian Central Bank gave the green light for locally owned commercial banks to offer Internet banking services. Due to the drastic changes in the business environment, it leads financial institutions to revise their marketing strategies to stress long-lasting relationships with customers. Relationships is important criteria in the selection of private bank. In many conditions, customer satisfaction mediates the relationship between antecedent’s factors and marketing performance. Hence, CRM performance is about maintaining good relationship and repurchases behavior, word-of-mouth and customer retention. Trust has been studied in traditional physical commercial environments. In the marketing and management literatures, trust is strongly associated with attitudes toward products, services, and purchasing behaviors. So that, the main objective of this research paper is to investigate the role of CRM performance as the mediator in the relationship between trust and E-Banking adoption. Hence, this empirical paper confirmed the role of customer relationship management performance as the mediators in the relationship between trust and electronic banking adoption.Key words: Trust, Customer Relationship Management Performance, E-Banking Adoption

  9. PERANCANGAN APLIKASI POINT OF SALES BERBASISKAN CUSTOMER RELATIONSHIP MANAGEMENT PADA TOKO BUKU NOTRE-DAME

    Directory of Open Access Journals (Sweden)

    Gintoro Gintoro

    2008-05-01

    Full Text Available Notre-Dame Bookshop is a company which growth is quite fast. For only 2 years, this bookshop hasopened 2 new branches. Unfortunately, this growth was not followed up by the development of company onsales system and shop marketing. Therefore, this research was conducted to facilitate all transaction in pointof sales from Notre-Dame Bookshop, and also to implement Customer Relationship Management (CRMapplication in it. Research method used was a direct survey in field, a library study, an interview, aquestionaire, and a design method. The benefit of creating this application is to provide some solutions forproblem faced by Notre-Dame Bookshop, such as an easier recording of transaction, a more orderly andimposible to be lost managing of customers’ data, and a more practical and detailed reporting. Theconclusion got is with the existence of Customer Relationship Management (CRM aplication integrated withpoint of sales, Notre-Dame Bookshop will be able to increase service to the customers by providing a fastand clear information, managing customers and company campaigne better, and obtaining details oftransaction faster and easier. Thus, the Notre-Dame Bookshop can be more sustained in creating their visionand mission.Keywords: point of sales, customer relationship management, company campaign

  10. Impact of Customer Relationship Management on Customer Loyalty, Customer Retention and Customer Profitability for Hotelier Sector

    OpenAIRE

    Sandra-Dinora Orantes-Jiménez; Graciela Vázquez-Álvarez; Ricardo Tejeida-Padilla

    2017-01-01

    Since the entrance of strategies oriented to marketing relational in Hotelier Sector, the traditional way of travel agents and other representatives arranging hospitality services for hotel and travel reservations has changed. The strategies oriented to customer relationship management are a relatively new area of specialty loyalty marketing in the hotel and hotelier sector, with advancements being made constantly. The use of this type of strategy can allow hoteliers or companies to tailo...

  11. Managing Global Customers

    NARCIS (Netherlands)

    G.S. Yip (George)

    2009-01-01

    textabstractMultinational companies need to manage their relationships with multinational customers in a globally integrated approach. This paper provides a systematic framework for developing and implementing such global customer management programmes. The paper is based on Chapter 1 of George S.

  12. BIG DATA ANALYTICS USE IN CUSTOMER RELATIONSHIP MANAGEMENT: ANTECEDENTS AND PERFORMANCE IMPLICATIONS

    OpenAIRE

    Suoniemi, Samppa; Meyer-Waarden, Lars; Munzel, Andreas

    2016-01-01

    Customer information plays a key role in managing successful relationships with valuable customers. Big data analytics use (BD use), i.e., the extent to which customer information derived from big data analytics guides marketing decisions, helps firms better meet customer needs for competitive advantage. This study aims to (1) determine whether organizational BD use improves customer-centric and financial outcomes, and (2) identify the factors influencing BD use. Drawing primarily from market...

  13. APPROACH TO CUSTOMER RELATIONSHIP MANAGEMENT (CRM-THE NEW KEY SALES SUCCESS

    Directory of Open Access Journals (Sweden)

    Daniel Mihai VASILIU

    2012-06-01

    Full Text Available In this paper I investigate the new role of marketing specialists as customers supporters by understanding theirreal needs and concerns, ensuring that promises are, effectively and convince, a reality. In the past years there havebeen considerable changes in the arena battle to win customers and is currently recording a reconceptualization of thenotion of selling. In the current business environment, characterized by a competition from increasingly aggressive, thebattle to win customers is powerful every day. Companies that enter a new market to compete weakens the existing andsolid ones thanks to new ways of doing business and design. It will show that implementing a CRM strategy is not aluxury but a necessity in terms of the XXI century economy wich is "Customer Economy", whose rules are: the clienthas the power to decide, the relationship with the customer is its most value of the company, personal experience of theclient in the relationship with the company is decisive for its success, but will emerge and limitations of this approach.It will customize the application of modern competitive strategies focused on customer relationship management (CRMin a banking environment, being only able to provide a lasting competitive advantage in the competition.

  14. Customer relationship management : the case of a European bank

    NARCIS (Netherlands)

    Lindgreen, A.; Antioco, M.D.J.

    2005-01-01

    Purpose – To convert the principle of customer relationship management (CRM) into practical guidelines for best practice in the implementation of a CRM programme in the real world. Design/methodology/approach – The findings of an extensive review of the literature provide the foundations for a

  15. Customer relationship management implementation in the small and medium enterprise

    Science.gov (United States)

    Nugroho, Agus; Suharmanto, Agus; Masugino

    2018-03-01

    To win the global competition and sustain the business, small and medium enterprise shall implement a reliable information technology application to support their customer data base, production and sales as well as marketing management. This paper addresses the implementation of Customer Relationship Management (CRM) in small and medium enterprise, CV. Densuko Jaya. It is a small and medium enterprises in Semarang, Central Java, Republic of Indonesia deal with rubber processing industry supply chain. ADDIE model utilized in study to setup the CRM functionality at these enterprises. The aim of the authors is to present the benefits resulting from the application of CRM technologies at these enterprises to solve their chronicle issues in the field of integrated customer data base, production management process and sales automation in order to boost their business in the near future. Training and coaching have been delivered to the enterprises staffs and management to ensure that they can execute the system.

  16. Customer relationship management in the fashion industry

    OpenAIRE

    Kamblevičiūtė, Kamilė

    2016-01-01

    Customer Relationship Management in the Fashion Industry The fashion industry is a product of the modern age. In ancient times, most of clothes were handmade, or so-called home-made, which were made on individual basis. Due to the development of new technologies, the rise of global capitalism, the expansion of factory systems, the attitude towards the concept of clothing was shifting. The fashion industry consists of four levels: raw material, the design of fashion goods, manufacturing, marke...

  17. Mobile Banking: a Customer Relationship Management (Crm) Channel

    OpenAIRE

    Budiardjo, Eko K; Aprillovi, Dewi

    2009-01-01

    Meningkatnya pengguna handphone mendorong bank meluncurkan produk-produk layanan perbankan melalui handphone yang dikenal dengan sebutan Mobile Banking (M-Banking). Dalam konteks Customer Relationship Management (CRM), kehadiran M-Banking juga memberikan kontribusi dalam meningkatkan dan mempertahankan kesetiaan pelanggan. Strategi sukses membangun CRM sangat dipengaruhi oleh kepandaian tim pemasaran dalam memahami perilaku dan kebutuhan pelanggan, yang dapat diterjemahkan kedalam kelompok tr...

  18. Measuring and managing customer relationship risk in business markets.

    OpenAIRE

    Ryals, Lynette; Knox, Simon

    2007-01-01

    There have been repeated calls from top management and marketing academics for greater accountability in marketing so that the financial returns of marketing investments can be more robustly evaluated. These are coalescing around the issue of whether or not marketing delivers shareholder value. One promising line of enquiry explores customer lifetime value and the profitable management of these relationships. Although helpful, this approach fails to make the final link with ...

  19. Customer Relationship Management (CRM dan Nilai Pelanggan terhadap Loyalitas Pelanggan

    Directory of Open Access Journals (Sweden)

    Budiman Budiman

    2010-09-01

    Full Text Available The tourism world today gains a lot of attention and spotlight is greatly increased in many countries and in different places in the world. It is proven by the increasing number of tourist resorts built, due to visitors using the facility. The purpose of this study is to determine whether there is influence of Customer Relationship Management (CRM on Customer Value at Hotel Crystal, to see if there is influence of CRM on Customer Loyalty at Hotel Kristal, and to find out whether there is influence of Customer Value on Customer Loyalty at Hotel Kristal. The research is descriptive, while the research method used is survey of 100 customers in Hotel Kristal, South Jakarta. Path analyze is used to determine the influence between variables. Result indicates that the CRM provides a positive and significant influence on the Customer Value at Hotel Kristal. Meanwhile, CRM and Customer Value provide a positive and significant influence at Hotel Kristal subsequently affecting Customer Loyalty Hotel Kristal.

  20. Management of relationship between customer satisfaction and services in hotel industry in Prishtina

    Directory of Open Access Journals (Sweden)

    Dr.Sc. Shpresa Reshidi

    2016-01-01

    Full Text Available Nowadays, when companies more and more are oriented towards the customer, it is important to make a research on customer satisfaction. This paper will describe the management of relationship between customer satisfaction and services in hotel industry in Pristina. In the first part of the paper, review of the literature of different authors, from books and scientific publications. From the literature we achieved to understand customer relationship management, customer satisfaction and relationship between services and customer satisfaction. The literature review helped us to successfully carry out research for understanding the relationship between customer satisfaction and services in hotel industry. The second part of the paper includes research conducted by collecting data through self-administered questionnaire. The survey was conducted in five hotels in Pristina, where respondents through the questionnaire have expressed satisfaction with the services of the hotel. The collected data are presented through different tables, amounting to an analysis of the reliability of variables, the correlation between them and testing hypotheses through multivariate regression and contingency test. From the findings, we concluded that the tangible aspect of the hotel services, the seriousness aspect of the hotel services, the responsiveness aspect of the hotel services and the empathy aspect of the hotel services have a significant relation with customer satisfaction. But, the demographic variables did not have any significant relation with the level of customer satisfaction with services. Finally, from the obtained results it was possible to draw conclusions and recommendations for future researchers in this area.

  1. Management of Customer Relationship Management (CRM) Technological Attributes in Brazil: A B2B Relationship in the Software-Media Development Sector

    OpenAIRE

    Flávio Régio Brambilla; Gustavo Dalmarco

    2015-01-01

    Customer Relationship Management (CRM) represents a technological application based on the philosophy of Relationship Marketing and it recommends the interaction with high value consumers. Relating CRM to new social technologies, CRM 2.0 or social CRM deals with the relationship between companies and customers using online platforms such as blogs, RSS, forums and social network sites, among other facilities. Through a comparative study based on qualitative indicators, this article draws a rel...

  2. Business-IT alignment in PSS value networks linking customer knowledge management to social customer relationship management

    NARCIS (Netherlands)

    Bagheri, S.; Kusters, R.J.; Trienekens, J.J.M.; Hammoudi, S.; Cordeiro, J.; Maciaszek, L.

    2015-01-01

    Offering a PSS that is based on co-creating value with customer, starts with understanding customer needs. Customer understanding is realized through the process of managing customer knowledge across a PSS value network. In this respect, customer knowledge management (CKM) is seen as a core business

  3. Perancangan Model Basis Data Sistem Operasional Berbasiskan Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    Tanty Oktavia

    2013-12-01

    Full Text Available Data is a very important asset for a company since it describes the company’s running processes. Database as a part of the information system components provides a big influence in helping data integration in a company. Therefore, we need a system which can facilitate the availability of data to be processed and used as needed, This study takes a company engaged in the sale of bike and spare parts, namely PT TDI, as the object of the study. At this time, PT TDI uses an integrated system in helping the company's operations. Along with thevision and mission, PT TDI intends to build a new operating system by applying the concept of Customer Relationship Management (CRM which is believed to assist the company in maintaining relationships with customers using web-based platform. It aims to facilitate interaction with customers so that it can be done anytime and anywhere. This study implements the database design life cycle adjusted to the component aspects of CRM. The result achieved is a model that combines database CRM systems that can help companies improve relationships with customers.

  4. Evaluasi Customer Relationship Management pada Supermarket Hero di Jakarta Timur

    Directory of Open Access Journals (Sweden)

    S. Liawatimena

    2002-09-01

    Full Text Available The growing of many big retailer make Hero Supermarket must obtaining it’s existance in retail business. Therefore, Hero Supermarket must form CRM (Customer Relationship Management in order to increase a new customer, increase profit and maintaining customer, and pay attention to valuable customer. Data analysis done by searching procentage from many questions and cartesius diagram. The conclusion, the highest suitable level there are 98,27%  of quality product and the lowest is the price of merchandise, which is 45,35%. Some atribute are over the customers hope, that is good shopping place image, completeness, the comfortable and easyness in shopping, and safetyness. There are five most important atribut, that is the price, quality, completeness, the comfortable and easyness in shopping, and parking space. Those atribute will determine wether the customer of Hero Supermarket will be loyal or not.

  5. The Customer Relationship Management in Terms of Business Practice in Slovakia

    Science.gov (United States)

    Urdziková, Jana; Jakábová, Martina; Saniuk, Sebastian

    2012-12-01

    The aim of the article is to present the results of the research on focus on the customer in relation to the use of customer relationship management in selected business subjects in Slovakia. The main goal of the research is the mapping of current state to ensure the principle of customer orientation and utilizing of CRM in organizations and industrial enterprises in Slovakia. This is the mapping of the current situation of that problem in practical conditions and determines potential opportunities for improvement.

  6. Social Customer Relationship Management: A Case Study

    Directory of Open Access Journals (Sweden)

    Paliouras Konstantinos

    2017-06-01

    Full Text Available Social Customer Relationships Management (CRM is a current business trend providing new channels of two-way communication with customers through social media sites, such as Facebook, Twitter etc. Social CRM enables companies to interact in an easy and contemporary way directly with customers as well as to track customer interactions and their social influence. In this paper we examine the importance of CRM, e-CRM and Social CRM for businesses. We provide perspectives on objectives and types of CRM, the working cycle of CRM, the stages of a CRM Strategy and technology tools that are used in CRM. Social CRM is in particularly analyzed, since this new trend requires active engagement by customers and other stakeholders. The engagement process is essential to successful Social CRM and to successful social business practices. Finally, we describe experiences from three family businesses that introduced Social CRM as a result of a project carried out as an assignment in the ‘Social Media Networking’ module of the MSc course in ‘Web Intelligence’ at the Department of Informatics of Alexander Technological Educational Institute of Thessaloniki. The assignment of the groups was to create a Social CRM Strategy in collaboration with a company. This study is a follow-up of the outcome of the projects carried out in the autumn semester 2014 and 2015. The results show that all three companies consider that Social CRM is an excellent tool for obtaining real time valuable data about customers and a cheap way to reach them.

  7. Customer-Supplier Roles and Relationships in the Management of Research Projects

    Science.gov (United States)

    Carter, Ian M.

    2007-01-01

    Recognising the existence of customer-supplier roles and relationships in the performance of research can lead to an improvement in the management, and hence delivery, of research. Research, especially university-based research, is often managed with a light touch, with the researchers operating independently, and neither their institution nor…

  8. IMPLEMENTASI RELATIONSHIP MARKETING UNTUK MENCIPTAKAN CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Dinda Frismandiri

    2008-02-01

    Full Text Available Penelitian ini bertujuan menguji dampak relationship marketing inputs melalui understanding customer expectation, building service partnership, total quality management, dan empowering employees terhadap customer satisfaction. Penelitian dilakukan pada nasabah Bank Central Asia Cabang Malang. Sampel diambil dengan metode accidental sampling, dengan jumlah sampel sebanyak 100 nasabah. Metode analisis menggunakan Regresi Berganda. Hasil analisis menunjukkan bahwa understanding customer expectation, building service partnership, total quality management, dan empowering employees teruji mampu menciptakan customer satisfaction nasabah. Di antara variabel relationship marketing inputs ternyata building service partnership memberikan dampak yang paling besar dalam menciptakan customer satisfaction nasabah.

  9. A study on effects of knowledge management on the success of customer relationship management

    Directory of Open Access Journals (Sweden)

    Mahtab Hassani

    2013-09-01

    Full Text Available Nowadays, it is widely accepted that knowledge is the primary source of adding more value to organizations and business units. Customer relationship management (CRM, on the other hand is the main bridge for building a connection between management team and users and a good CRM also contributes to firms in terms of customer retention and getting more market share through word of mouth advertisement. In this paper, we present an empirical investigation to find the effect of knowledge on CRM in one of Iranian banks. The proposed study selects a sample of 384 randomly selected people and distributes a questionnaire among them. Cronbach alphas for all components of the survey have been well above 0.70, which validates the overall questionnaire. The results have confirmed that knowledge influences CRM positively in terms of customer satisfaction, customer loyalty and trust.

  10. A relationship-management assessment tool: questioning, identifying, and prioritizing critical aspects of customer relationships

    NARCIS (Netherlands)

    Lindgreen, A.; Palmer, R.; Vanhamme, J.; Wouters, J.P.M.

    2006-01-01

    Abstract With customer-relationship management (CRM) no longer a buzzword among trendsetters, organizations in all types of industries initially rushed to embrace it. Although a seductively attractive concept, the implementation of CRM proved difficult, however, and organizations are struggling with

  11. A MANAGERIAL ACCOUNTING APPROACH OF CUSTOMER RELATIONSHIP MANAGEMENT

    Directory of Open Access Journals (Sweden)

    Ildikó Réka CARDOȘ

    2014-11-01

    Full Text Available Globalization and changes in the business environment have important implications on the nature and function of managerial accounting (MA. Organizations realized that market and customer orientation is essential for their success and the secret to improve profitability and performances is to attract and maintain customers. Customer relationship management (CRM is one of the most important business strategies for organizational performance evaluation. Although CRM is considered to be a marketing topic it is an important MA innovation at the same time and represents an attractive research topic. This article aims to explore the theoretical knowledge of CRM from the perspective of MA. In the first part, we focus on the conceptual framework of CRM, trying to identify processes and technologies involved. The second part is devoted to reflection on the successful implementation of CRM. Finally, we summarize the key points arising from the theory in order to set further research objectives.

  12. Social customer relationship management: taking advantage of Web 2.0 and Big Data technologies

    OpenAIRE

    Orenga-Rogl?, Sergio; Chalmeta, Ricardo

    2016-01-01

    The emergence of Web 2.0 and Big Data technologies has allowed a new customer relationship strategy based on interactivity and collaboration called Social Customer Relationship Management (Social CRM) to be created. This enhances customer engagement and satisfaction. The implementation of Social CRM is a complex task that involves different organisational, human and technological aspects. However, there is a lack of methodologies to assist companies in these processes. This paper shows a nove...

  13. Evaluating Electronic Customer Relationship Management Performance: Case Studies from Persian Automotive and Computer Industry

    OpenAIRE

    Safari, Narges; Safari, Fariba; Olesen, Karin; Shahmehr, Fatemeh

    2016-01-01

    This research paper investigates the influence of industry on electronic customer relationship management (e-CRM) performance. A case study approach with two cases was applied to evaluate the influence of e-CRM on customer behavioral and attitudinal loyalty along with customer pyramid. The cases covered two industries consisting of computer and automotive industries. For investigating customer behavioral loyalty and customer pyramid companies database were computed while for examining custome...

  14. Developing a Mobile Service-Based Customer Relationship Management System Using Fuzzy Logic

    Directory of Open Access Journals (Sweden)

    Xiaobei Liang

    2010-12-01

    Full Text Available Customer relationship management (CRM has gained lately widespread popularity in many industries. With the development of economy and society, customers are unsatisfied with the stereotyped products. As customers usually describe their demands in nature language, the demands are often conflicting with each other and are often imprecise. The paper studies the operation process of handling customer demand for modern service systems based fuzzy logic methods. While in this mobile medium times, mobile service and CRM are rarely taken into unite study. This paper overviews the related theory likes business engineering, relationship marketing and mobile business, which can be used in mobile CRM (mCRM and in the implement of mobile CRM. The paper analyzes the underlying technology and marketing issues of the initiation of mCRM and integrates various issues of mCRM. Moreover, the paper discusses the characteristics of useful mCRM as the implement of mCRM will help the enterprise enhance the customer relationship and customers' loyalty will also gain more profit. A new stability criterion for the extended singular dynamic input-output model is given to ensure the stability of input-output model.

  15. Customer relationship management: Modern aspects of information technology application

    Directory of Open Access Journals (Sweden)

    Soldić-Aleksić Jasna

    2008-01-01

    Full Text Available The concept of Customer Relationship Management has emerged around the maxim on the essential importance of the customers for business success of the company. The vital role in the concept development is assigned to an employment of the various information communication technologies: in the scope of operational CRM that is the application of Internet technologies, web browsers, e-mails, POS terminals, call centers; on the other side, analytical CRM involves activities such as data mining, web mining, click stream analysis etc. Modern tendencies in the development of information-communication technologies have generated new communication models between company and its customers, therefore companies are not only focused on the products and services, but also on the communication channels and techniques with customers. On that ground many companies are accepting and using new tools belonging to the web 2.0 technologies which have produced the new CRM model - CRM 2.0.

  16. Customer relationship management influence on sales of selected companies

    Directory of Open Access Journals (Sweden)

    Jana Němeček

    2012-01-01

    Full Text Available General awareness of information technology and business strategy Customer Relationship Management (CRM among managers in the Czech Republic is for several years, but in comparison with Western states of the European Union the Czech companies are underdeveloped. Apparently also because of the economic crisis is CRM in the Czech Republic begins to be used more. The main goal of implementing CRM is to help to company increase the quality of relationship and communication with customers. In this article are the most common definitions of CRM.The main content of this article is about the analysing and comparing of Trading Income of selected companies doing business in the Czech Republic. There are compared selected companies with implemented information technology and business strategy CRM with companies without implemented CRM and how it could have an impact to the Trading Income of these selected companies. Has CRM implementation helped to increase the positive Trading Income during the economic crisis? Included is an analysis of Trading Income from 2007 to 2010 for selected companies grouped by number of employees. The conclusion summarizes the analysis of results and assumptions and benefits of CRM.

  17. Headquarters Air Force Material Command Customer Relationship Study

    Science.gov (United States)

    2006-03-01

    Abstract Because of the lack of product and price differentiation, many organizations consider Customer Relationship Management ( CRM ) their...8 Customer Relationship Management ……………………………………………....11 Benefits of CRM …………………………………………………………………...17...consider Customer Relationship Management ( CRM ) their primary focus – a focus that attempts to maximize every sales opportunity and optimize every

  18. Pengaruh Hubungan Pelanggan (Customer Relationship) Terhadap Nilai Pelanggan (Customer Value) Pada Grosir Busana Muslim Ud. Leni

    OpenAIRE

    Napitupulu, Romeo Sahala

    2016-01-01

    Customer relationship is the company's strategy to gain profit through customer management efforts . Customer relationship is a process of changing customer behavior from time to time and learn from every customer interaction , adjust the action , and strengthen the bond between the customer and the company. This is the main principle that is important in marketing . There are two activities in a customer relationship are: consumer information and complaint handling . Customer relationship cl...

  19. Customer over employee? : the implications of Customer Relationship Management (CRM) for organisational structures and labour quality

    NARCIS (Netherlands)

    Kwakkelstein, T.

    2002-01-01

    This paper for the Emergence WWWe (The World, the Workplace and We, the workers)-Conference E-Work in a Global World, Brussels 16 & 17 April 2002, explores the effects of the increasing popular ICT application suite Customer Relationship Management (CRM) on organisational structures, corporate

  20. THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER LOYALTY AN EMPIRICAL STUDY AT BANKING

    Directory of Open Access Journals (Sweden)

    Fikret GÜMÜŞBUĞA

    2015-07-01

    Full Text Available This study mainly focuses on customer care management and customer loyalty. Even though there are many experiential studies about customer care management and customer loyalty system, the lack of studies on customers in Karabük and Safranbolu locally, has leaded to focus on this study. Thus, this study mainly focuses on the influence of customer care treatments of banks in Karabük and Safranbolu on customer loyalty. Descriptive research type was used in the study. In this study simple random sampling method was used which is one of the probability sampling method, face to face surwey to all 726 participants was used for the study. As the result of the experiential study, the attendance and influence of customer care management and loyalty systems have been comparatively low, but it has been figured out that customer care management system influences customer loyalty level.

  1. Pengaruh Customer Relationship Management (Crm) Terhadap Kepuasan Dan Loyalitas Pelanggan (Survei Pada Pelanggan PT Astra Internasional, Tbk-tso Auto2000 Cabang Denpasar)

    OpenAIRE

    Ningsih, Nina Wachyu; Suharyono,; Yulianto, Edy

    2016-01-01

    This research is motivated by increasingly competitive rivalry among automotive in Indonesia. One way to win this competition is to implement Customer Relationship Management (CRM). Implementation of Customer Relationship Management (CRM) is expected to increase customer satisfaction and furthermore, making a loyal customer. Based on that issues, this research goal is to knowing Customer Relationship Management (CRM) influence on Satisfaction and Customer Loyalty. The type of research is expl...

  2. The Link between Internal Marketing and Customer Relationship Management : A Case Study of one Nordea Call Center in Sweden

    OpenAIRE

    Stenbeck, Joakim; Cabander, Robin

    2008-01-01

    Purpose: The purpose of this thesis is to increase the understanding of the link between internal marketing and customer relationship management by conducting a case study of one Nordea call center. Background: Keeping existing customers is less expensive than acquiring new ones. Nowadays, up to sixty percent of marketing budgets are being dedicated towards retaining customers. So forth customer relationship manage-ment is slowly beginning to penetrate the banking industry as sustaina-ble rel...

  3. Analisis Implementasi Customer Relationship Management dan Kualitas Pelayanan Jasa terhadap Kepuasan Pelanggan dan Dampaknya pada Retensi Pelanggan Hotel Bidakara Jakarta

    OpenAIRE

    Dian Tauriana; Ni Made Dini Arisani

    2012-01-01

    As the development of the business industry, it is now seen some companies that have a lot of customers so that it is required a good Customer Relationship Management to maintain long-term relationships with customers. Bidakara Hotel Jakarta is one of the services in the hospitality industry which implements Customer Relationship Management. Intense competition in the hospitality industry, Hotel Bidakara Jakarta must also consider the quality of care services to keep their customers satisfied...

  4. MANAGING AND MEASURING CUSTOMER EXPERIENCE: A LITERATUR REVIEW

    OpenAIRE

    Duran, Cem; Uray, Nimet

    2018-01-01

    Purpose - Nowadays, customers expectfrom the brands to build customized and long term relationships with them.Hence, it has become evident thatmanagerial approaches like Customer Relationship Management are important, butnot sufficient to understand and manage the relationships with customers. It has been well recognizedthat companies need something more than keeping,analyzing the data on customer behavior and determine strategies accordingly. Anew concept and deeper approach to understand an...

  5. Comparative Analysis Of Customer Relationship Management at Grand Aston Hotel Medan and Polonia Hotel Medan and Its Impact To The Customer Loyalty

    OpenAIRE

    Lubis, Arlina Nurbaity; Absah, Yeni

    2016-01-01

    Tourism business development can increase the competition, particularly in the hotel industries. The existence of new hotels including five star hotels and the trend of budget hotel or pop hotels can increase the competition. One way to survive from the competition is by making a good relationship with the customers. The implementation of customer relationship management (CRM) can be used as business strategy to face the competition. CRM can create customer loyalty because by usin...

  6. Architecture for Customer Relationship Management Approaches in Financial Services

    OpenAIRE

    Geib, Malte; Reichold, Annette; Kolbe, Lutz; Brenner, Walter

    2005-01-01

    The majority of financial services companies in Germany and Switzerland have, with varying success, conducted customer relationship management (CRM) implementation projects. Nonetheless, the implementation of a specific CRM strategy that is aligned with company profitability and uses integrated information systems for performance measurement as well as for the control of marketing, sales, and service processes has been realized in very few companies.In this paper we present a framework for th...

  7. Information technology innovation - a genuine driver of improving customer relationship management in romanian companies

    Directory of Open Access Journals (Sweden)

    Ph.D.Associate Professor Camelia Cojocaru

    2012-05-01

    Full Text Available Consolidating the IT field of the company represents a target for most IT responsible, nowadays. At the same time, organizations expect their IT expenditure to increase in the next decade. This paper aims to underline the new generation of information technology and how to use them to make better business decisions in managing enterprise resources and improve customer relationships. The alternative goal is to place the focus not only on developing new software but also on achieving business results, placing particular emphasis on customer relationship management. The purpose of technology is to solve practical business problems, and one of them is the necessity to understand and maintain relationships with the customers. The paper will reveal the companies’ responses to the latest dramatic changes in the informational technologies, in order to cope with the persistence of the global economic crisis and to assure increase of organizational efficiency and profit.

  8. Comparing performance of organization on implementation of customer relationship management systems using ANP and TOPSIS hybrid approach

    Directory of Open Access Journals (Sweden)

    A. Abedi

    2017-01-01

    Full Text Available As the customers are the main reason of the formation and survival of the organization, not only understanding their obvious needs, but also forecasting, determining and guiding their hidden needs, design and implementing plans of offering services for meeting these needs for attracting customers are among cornerstone of any activity in the organization. In this research, one compares the performance of e-commerce organizations, including three firms, namely Dijikala, Bamilo and Iranian regarding the implementation of Customer Relationship Management system using multiple criteria decision making approach. Along with this, hybrid fuzzy multiple criteria decision-making approach, including fuzzy network analysis has been used for examining the priority of each one of the dimensions and indexes of the proposed model and fuzzy TOPSIS technic for examining discussed options priority. The statistical population of this paper includes 12 experts, including directors and managements and assistances of three e-commerce firms. The results obtained from the study show that customer output group has the highest weight among other variables. Similarly, among evaluated indexes, the customer loyalty dimension has the highest weight in the implementation of Customer Relationship Management. The results of TOPSIS approach also show that among the studied firms, Dijikala has the best performance in implementing Customer Relationship Management.

  9. Perancangan Data Mining Untuk Analisis Kriteria Nasabah Kredit yang Potensial dan Manfaatnya Untuk Customer Relationship Management Perbankan

    Directory of Open Access Journals (Sweden)

    Putu Sukma Kurniawan

    2016-03-01

    Full Text Available The presence of data mining problems caused by the explosion of data experienced by many organizations that have accumulated so many years of data (purchasing data, sales data, customer data, transaction data, and others. Examples of industries that use data mining is the banking industry. There are still many banks using conventional methods in the analysis of their customers. This would lead to high operating costs for the bank. The concept of data mining can help banks to get a better analysis of their customers and also help in making the concept of customer relationship management. Data mining can help bank to create profiling customer. Results or final output obtained if the bank can execute customer relationship management is increasing customer loyalty to the bank, increasing profitability, and reducing customer acquisition costs.

  10. Rules for selection of computer system to support customer relationships management

    Directory of Open Access Journals (Sweden)

    Dorota Buchnowska

    2012-12-01

    Full Text Available The number of support systems for business management on the Polish market is increasing. Because of that, enterprises are facing a more and more difficult dilemma: which solution to choose? This paper will present stages of the selection process of applications for customer relationships management support, discuss selection criteria and present a decision making tool for the selection of management support system, allowing for multi-faceted and impartial comparison of business applications.

  11. APLIKASI MOBILE-CUSTOMER RELATIONSHIP MANAGEMENT UNTUK SMALL AND MEDIUM SIZE ENTERPRISES (SMEs

    Directory of Open Access Journals (Sweden)

    Utaminingsih Linarti

    2015-07-01

    Full Text Available The key factor of enterprise in order to still growth and developed is customer. The customer will give the value to the enterprise in the form of profit. Therefore, enterprises must be able to establish an sustainable relationship to customer. Since 1990 began to develop what is called Customer Relationship Management (CRM. CRM implements between the development of information technology and customer-centric views. The development of technology and the human need's to move quickly, CRM evolved into a mobile CRM. The Internet make mobile-CRM easily used to all of enterprise, especially small and medium size enterprise. This article is aim to explain the role and the applicability of mobile CRM to business level conditions of small and medium size enterprises (SMEs. The presence of mobile phone operating system that is flexible (android system, the internet cost of affordable and the social media applications as analogy of user interface in making mobile CRM application. CRM mobile application can be downloaded or installed through the app store with ease. It encourages mobile-CRM benefit's rather than as a function of customer data collection but became a window for customer information. In addition, the database can be analysis and relate to customer activity. Mobile CRM applications can take advantage of cross selling methods.

  12. Customer relationship management activities in e-banking:the case of Iranain banks

    OpenAIRE

    Keramati, Abbas; Salehi-Sangari, Esmail; Farshid, Mana; Toufighi Zavareh, Javad

    2009-01-01

    The aim of this research is to investigate customer relationship management (CRM) activities in e-banking among Iranian banks. These banks are already adopting CRM and approaching it differently, and achieving different rates of success in terms of customer satisfaction and CRM. A comparative approach of their attitudes toward CRM, therefore, will reveal important insights. Following similar approaches researchers have employed in Europe, Pakistan, Malaysia, the UK and Ireland, we investigate...

  13. System design of blood supply chain management based on Supplier Customer Relationship Management (SCRM approach

    Directory of Open Access Journals (Sweden)

    Allamsyah Zuhdi

    2018-01-01

    Full Text Available Blood supply chain management is very complex system. By considering blood’s demand that characterized as stochastic, therefore information and communication among stakeholders are considered as important cycle in supply chain. This research is objected to design interactive communication model based on information technology with android as platform to create effective customer-supplier relationship to support Customer Relationship Management or better known as CRM. The methods that suggested in designing its information system are Quality Function Deployment (QFD approach, Kano Model and Morphological Chart. From mentioned methods, attributes of design and specification priorities of purposed android system technology design are established. Attributes of design will be adjusted with customers’ requirements derived from customer voice that will further be integrated with technical responds in QFD. Technical responds will provide priorities on each design’s attribute of android information system and will be forwarded to the specifications determination by using morphological chart. Later, work flow of design system will be generated by using Data Flow Diagram (DFD. The result of the research will demonstrate the design of information system technology based on android that already adjusted with the requirement of donors as means of communication between suppliers and customers in blood supply chain.

  14. Customer relationship management in the contract pharmaceutical industry: an exploratory study for measuring success.

    Science.gov (United States)

    Kros, John F; Nadler, Scott; Molis, Justin

    2007-01-01

    Managing customer relationships is a very important issue in business-to-business markets. This research investigates the growing number of available resources defining Customer Relationship Management (CRM) efforts, and how they are being applied within the Contract Pharmaceutical Manufacturing industry. Exploratory study results using face-to-face and telephone questionnaires based on four criteria for rating a company's CRM efforts are presented. Data was collected from large Contract Pharmaceutical Manufacturing companies in the US market. The results and conclusions are discussed relating how the Contract Pharmaceutical Manufacturing industry is implementing CRM including some potential steps to take when considering a CRM initiative.

  15. The Existence of Overall Satisfaction in Service Customer Relationships

    Directory of Open Access Journals (Sweden)

    Zulganef Zulganef

    2006-09-01

    Full Text Available Garbarino and Johnson (1999 find that there is no correlation between overall satisfaction and loyalty in the field of customer relationship. Their finding indicates that satisfaction is no longer an important issue in managing service organizations. This research investigates the existence of satisfaction in service organizations, which have relationships with customers. Contrary to Garbarino and Johnson’s (1999 finding, this research finds that overall satisfaction, through commitment, has a relationship with loyalty. Hence, customer satisfaction is still a main issue with respect to managing service organizations, especially service organizations that have customer-relationship strategy. Survey method was conducted to test 12 hypotheses, and the sample of this research is customers of credit cardholders and supermarket cardholders. Sample size is 382 consisting of 196 (51.3% credit cardholders and 186 (48.7% supermarket cardholders. Data were analyzed using two-step structural equation modelling technique. In addition, this research also shows that investigators and managers should pay attention to affects, because affects have a unique role in relationship customer behavior.

  16. The Influence of Costumer Relationship Management Toward Customer Loyalty in PT Bank Negara Indonesia Manado

    OpenAIRE

    Saerang, David Paul E.; Pangkey, Monika

    2014-01-01

    New Economy Market is rapidly growing with internet, which is offering choice for customer. Internet technology makes it easier to discover what the customers want, understands the values that are important to individual customers, and implement cost-effective and results-driven CRM strategies. BNI as one of the major bank in Indonesia use the customer relationship management concept to maintain the existing customer to be a customer loyalty. The purpose of this research is to analyze how is ...

  17. PENGEMBANGAN APLIKASI CUSTOMER RELATIONSHIP MANAGEMENT RUMAH SAKIT

    Directory of Open Access Journals (Sweden)

    Rachmad Hidayat

    2012-06-01

    Full Text Available Penelitian ini merancang dan membangun aplikasi Customer Relationship Management rumah sakit yang sesuai dengan kebutuhan pengguna yang dapat memberikan kemudahan dalam penyediaan informasi, serta meningkatkan pelayanan terhadap pelanggan (pasien. Pada perancangan sistem aplikasi ini, terdapat 4 aktor yaitu : admin, dokter, pasien dan pengunjung. Penelitian ini menghasilkan website bagi rumah sakit maka akan membantu menyelesaikan kendala dan hambatan yang ditemukan dalam proses pelayanan secara manual, seperti keterbatasan pelayanan karyawan. Sistem pengisian data dan proses transaksi tidak lagi dilakukan secara manual dan dapat sedikit terhindar dari kesalahan karyawan. Penyediaan sarana bagi pelanggan untuk melakukan akses 24 jam baik itu untuk bertransaksi maupun memproleh informasi sehingga memberikan kemudahan dan kenyamanan bagi pasien.

  18. PENGEMBANGAN APLIKASI CUSTOMER RELATIONSHIP MANAGEMENT RUMAH SAKIT

    Directory of Open Access Journals (Sweden)

    Rachmad Hidayat

    2012-06-01

    Full Text Available Penelitian ini merancang dan membangun aplikasi Customer Relationship Management rumah sakit yang sesuai dengan kebutuhan pengguna yang dapat memberikan kemudahan dalam penyediaan informasi, serta meningkatkan pelayanan terhadap pelanggan  (pasien.  Pada perancangan sistem aplikasi ini, terdapat 4 aktor yaitu : admin, dokter, pasien dan pengunjung. Penelitian ini menghasilkan website bagi rumah sakit maka akan membantu menyelesaikan kendala dan hambatan yang ditemukan dalam proses pelayanan secara manual, seperti keterbatasan pelayanan karyawan. Sistem pengisian data dan proses transaksi tidak lagi dilakukan secara manual dan dapat sedikit terhindar dari kesalahan karyawan. Penyediaan sarana bagi pelanggan untuk melakukan akses 24 jam baik itu untuk bertransaksi maupun memproleh informasi sehingga memberikan kemudahan dan kenyamanan bagi pasien

  19. Customer relationship management. Part 3. Selection and implementation. Support of marketing, sales and service contacts

    International Nuclear Information System (INIS)

    Kramer, K.; Van Rheenen, F.; Jonkman, F.

    2000-01-01

    Customer Relationship Management (CRM) is an approach in which differentiated marketing strategies and programmes are developed based on systematically collected information about individual customers. CRM aims at establishing sustainable and profitable customer relationships. The customer information systems presently used in energy companies no longer support the required CRM processes. However, before an organisation decides to buy a new CRM software package, it should first think hard about the strategy it wants to adopt. Does it opt for Operational Excellence, Product Leadership or Customer Intimacy? The company's knowledge about the behaviour of its customers is of major importance especially when the company wants to adopt the Customer Intimacy strategy. Only when the company has established which customer data it has and wants to have, can the right systems be chosen. The selection of a CRM package and its implementation is discussed in this article

  20. Penerapan Konsep Customer Relationship Management (Crm) Pada Sistem Informasi Penyewaan Lapangan Futsal Di Swadaya Futsal Palembang

    OpenAIRE

    Novianti, Hardini; Meiriza, Allsela; Izmy, Nurul

    2016-01-01

    Swadaya Futsal Palembang is a rental futsal court services company. Therefore, in order Swadaya Futsal Palembang to continue compete then applied the concept of Customer Relationship Management information systems leasing futsal field to establish a relationship with the customer. System development methods in this study using the FAST (Framework for the Application of Systems Techniques), while the programming language used PHP and MySQL as the database. The result of applying of Customer Re...

  1. Relationship Marketing and Customer Satisfaction: A Conceptual Perspective

    Directory of Open Access Journals (Sweden)

    Deborah O. Aka

    2016-08-01

    Full Text Available This article examined the existing body of literature on transaction and relationship marketing. The specific objectives were to develop a conceptual framework to establish the relationship between relationship marketing and customer satisfaction and to examine the components of relationship marketing on the present ever dynamic world of business. The study identified relationship marketing variables and their impact on customer satisfaction. The framework aimed to provide insights into the studies on relationship marketing factors such as trust, commitment, communication, and service quality influence on customer satisfaction. The model provided a basis for empirical studies on the factors of relationship marketing and outcomes of customer satisfaction in developing nations. The study recommends that relationship marketing dimensions such as building customer’s trust, commitment to customers, communication, and service quality should be properly managed and maintained by service providers in Nigeria. This helps in building customer satisfaction and in the long-run customer loyalty.

  2. Social customer relationship management: taking advantage of Web 2.0 and Big Data technologies.

    Science.gov (United States)

    Orenga-Roglá, Sergio; Chalmeta, Ricardo

    2016-01-01

    The emergence of Web 2.0 and Big Data technologies has allowed a new customer relationship strategy based on interactivity and collaboration called Social Customer Relationship Management (Social CRM) to be created. This enhances customer engagement and satisfaction. The implementation of Social CRM is a complex task that involves different organisational, human and technological aspects. However, there is a lack of methodologies to assist companies in these processes. This paper shows a novel methodology that helps companies to implement Social CRM, taking into account different aspects such as social customer strategy, the Social CRM performance measurement system, the Social CRM business processes, or the Social CRM computer system. The methodology was applied to one company in order to validate and refine it.

  3. Customer Relationship Management in scientific and research institutions

    Directory of Open Access Journals (Sweden)

    Jaromir Matulewicz

    2013-12-01

    Full Text Available Basing on the example of a scientific institute, this article shows: – potential areas in which CRM philosophy, procedures and tools could be applied – purpose of applying CRM – outcomes to expect from CRM application The article shows the Customer Relationship Management idea exclusively, along with areas of its use in scientific and research institutions and also a proposal to determine a group of clients for these institutions. The summary of the article consists of information regarding sources of knowledge about CRM philosophy and procedures (mainly bibliographical and also about IT systems which support CRM.

  4. Customer Relationship Management in Higher Education: Using Information Systems to Improve the Student-School Relationship

    Science.gov (United States)

    Seeman, Elaine D.; O'Hara, Margaret

    2006-01-01

    Purpose: The purpose of this paper is to explore customer relationship management (CRM) in a higher education setting. Design/methodology/approach: The development and implementation of a CRM project in a state community college was examined as were the benefits realized by implementing CRM. As colleges increasingly embrace distance learning and…

  5. An assessment Model for Customer Relationship Management Process in Iranian Private-Commercial Banks

    Directory of Open Access Journals (Sweden)

    Tahmoures Hasangholi Pour

    2012-03-01

    Full Text Available According to several reports, in spite of huge investment on customer relationship management (CRM, risk of implementing such projects is high. One of failure factors is having no method to assess CRM success comprehensively. Nowadays, classic financial methods are common ways for assessing marketing and CRM initiatives. But, the mentioned models are unsuitable to assess investments like CRM that we expect to have intangible, indirect and strategic benefits. So, we need a process-oriented approach to assess all tangible and intangible factors of CRM process and complete existing models. In this paper, using a qualitative approach and grounded theory, a comprehensive and process-oriented CRM assessment model will be provided that considers all factors of customer relationship management in private-commercial banks of Iran. Finally, based on analysis of developed model, some suggestions will be offered for banking managers and future researchers.

  6. Micro-Enterprises’ Digital Marketing Tools for Building Customer Relationships

    Directory of Open Access Journals (Sweden)

    Tuulia Nikunen

    2017-06-01

    Full Text Available The digital marketing environment is changing rapidly, and, for micro-enterprises, digital marketing is currently a vitally important opportunity. Attracting customers, engaging customers’ interest and participation, retaining customers, learning customers’ preferences and relating to customers are key strategies in building strong customer relationships. However, many enterprises ignore longer-term aspects of managing customer relationships. The study sought to contribute to a more in-depth understanding of micro-enterprises’ current strategies in terms of new digital marketing tools that foster stronger customer relationships. Based on interviews of two digital marketing service providers, this paper describes how their micro-enterprise clients use digital marketing tools through the five elements of building customer relationships. The findings highlight the importance of a practical understanding of digital marketing tools, as the digital marketing environment changes rapidly. The human capital and digital tool knowledge of micro-enterprises’ owner-managers have a great impact on these firms’ digital marketing and, ultimately, their success.

  7. Micro-enterprises’ digital marketing tools for building customer relationships

    OpenAIRE

    Nikunen, T. (Tuulia); Saarela, M. (Martti); OIkarinen, E.-L. (Eeva-Liisa); Muhos, M. (Matti); Isohella, L. (Lari)

    2017-01-01

    Abstract The digital marketing environment is changing rapidly, and, for micro-enterprises, digital marketing is currently a vitally important opportunity. Attracting customers, engaging customers’ interest and participation, retaining customers, learning customers’ preferences and relating to customers are key strategies in building strong customer relationships. However, many enterprises ignore longer-term aspects of managing customer relationships. The study sought to contribute to a mo...

  8. The Impact of Business Intelligence (BI Competence on Customer Relationship Management (CRM Process: An Empirical Investigation of the Banking Industry

    Directory of Open Access Journals (Sweden)

    Ali Mortezaei

    2018-03-01

    Full Text Available Nowadays, establishing long-term and effective relationships with customers is a key factor in understanding customers’ needs and preferences and achieving competitive advantage. In addition, companies are facing with a growing need for information and analytical knowledge about their customers, market, competitors, organizational environment, and other factors affecting their business. Business intelligence has been considered as a response to this need. The purpose of this study is to investigate the role of business intelligence competence in improving customer relationship management process. Based on the literature review and the competence – capability relationship paradigm, a conceptual model was developed comprising of different dimensions of business intelligence competence and customer relationship management processes. The data were collected from the banking sector and partial least squares structural equation modelling was employed for data analysis. Empirical results showed that organizational business intelligence competence, comprising of managerial, technical, and cultural competence, has a significantly positive impact on enhancing capabilities of customer relationship management process including initiation, maintenance, and termination of the relationship.

  9. Bank Customers Management System

    Directory of Open Access Journals (Sweden)

    Ebubeogu Amarachukwu Felix

    2015-08-01

    Full Text Available ABSTRACT The purpose of this project is in partial fulfilment of the requirements of Bachelor of Science Hon in Information Technology. The Design and development of this Bank customers Management system provides a more secured approach in managing bank customers information which strengthens the relationships between banks and their customers by providing the right solutions that uses a multi-level security to improve customer satisfaction. The technology used in developing this project is ASP.NET and the programming language used to develop this project is C and the IDE used is Microsoft Visual Studio 2013 professional in designing the front end while the back end uses Microsoft SQL Server 2012.

  10. Customer Relationship Management dan Pengaruhnya Terhadap Loyalitas Nasabah Bank: Studi Pada Bank Muamalat Indonesia

    Directory of Open Access Journals (Sweden)

    M Nur Rianto Al Arif

    2016-01-01

    Full Text Available Customer Relationship Management and Its Influence on customer loyalty Bank: A Case Study of Bank Muamalat Indonesia. The aim of this research is to analyze the influence of customer relationship management (CRM to customer’s loyalty. Data collection is using primary and secondary data. The sampling method that used on this research is accidental sampling with 100 respondents. The analysis method on this research is multiple regressions. The CRM variables that used on this research are identify, acquire, retain, develop, and sustainable marketing. From the result, show that the CRM variable had an impact simultaneously on customer’s loyalty. Otherwise, only three variables had an impact on customer’s loyalty, such as acquire activity, retain, and sustainable marketing. There are also show that only acquire variable had an dominant influence on customer’s loyalty in Bank Muamalat Indonesia branch Slipi-Jakarta, because it has the largest coefficient value.DOI: 10.15408/ess.v5i1.2332

  11. 77 FR 20010 - Proposed Information Collection; Comment Request; Online Customer Relationship Management (CRM...

    Science.gov (United States)

    2012-04-03

    ... DEPARTMENT OF COMMERCE Minority Business Development Agency Proposed Information Collection; Comment Request; Online Customer Relationship Management (CRM)/Performance Databases, the Online Phoenix... of program goals via the Online CRM/Performance Databases. The data collected through the Online CRM...

  12. Examining customer relationship management from a management fashion perspective

    Directory of Open Access Journals (Sweden)

    Dag Øivind Madsen

    2016-12-01

    Full Text Available Despite mixed performance reviews and experiences, customer relationship management (CRM is among the most widely used and discussed management ideas by managers around the world. Commentators have noted that CRM has become “big business” and that there are many commercial actors selling CRM solutions. Despite such observations, little academic research has examined CRM using theories about management fads and fashions. Using management fashion theory as an analytical lens, this paper casts lights on the emergence and evolution of the market for CRM. The analysis of the supply side of CRM shows that many different actors have been involved, e.g. consulting firms, software vendors, industry analyst firms, and conference organizers. On the demand side, the interest in and usage of CRM remains relatively high despite mixed implementation experiences and failure cases. Based on the analysis, CRM has yet to enter into a downturn phase as is typical of transient management fashions. The longevity and staying power of the CRM fashion can partly be explained by institutional activities carried out by software firms, consultants, and IT industry analysts in training and certifying users, and in developing various complementary products and services. However, similar to what has been observed in relation to other management idea movements, a continuing high number of high-profile failure cases could “wear out” CRM. Therefore, the extent to which organizations are able to capitalize on CRM will likely shape the future trajectory of the CRM idea.

  13. An exploration study to detect important factors influencing customer relationship management on reducing unhappy clients

    Directory of Open Access Journals (Sweden)

    Zeynab Davand

    2013-12-01

    Full Text Available This paper presents an investigation to find out important factors influencing electronic customer relationship management on reducing customer complaints. The proposed study designs a questionnaire in Likert scale consists of 19 questions, distributes it among some Iranian experts in banking industry and analyzes it based on principal component analysis. During the survey, the number questions are reduced to 16 because of skewness of three questions. Cronbach alpha is calculated as 0.82 and Kaiser-Meyer-Olkin Measure of Sampling Adequacy and Approx. Chi-Square are 0.746 and 1993, respectively. Based on the results of our survey, we have derived four factors including knowledge management, customer retention, customer oriented strategy and structure oriented.

  14. A STUDY OF THE ROLE OF CUSTOMER RELATIONSHIP MANAGEMENT AS A COMPETITIVE ADVANTAGE IN GREEN MARKETING

    Directory of Open Access Journals (Sweden)

    Reza Esmaeilpour

    2012-10-01

    Full Text Available Customer relationship management is considered as a strategic necessity in all organizations. Today, companies and organizations have to consider the preservation of environment in their activities in order to gain customers’ satisfaction, perform social responsibilities, and protect consumers’ rights. Regarding these green marketing mixtures, the present research aims at studying the role of customer relationship management as a competitive advantage in green marketing on health and cosmetic products. Here, four marketing mixtures (product, promotion, place, and price were defined as the research variables. Out of the total subjects that included all shops selling these products in the city of Rasht, a sample population of 131 shopkeepers was chosen to indicate the degree of their attention to selling green products and the degree of customers’ attention to buying green products. The present research is an analytic-descriptive one. A researcher- made questionnaire standardized through Cronbach’s alpha was used to collect data. Then, the data collected were analyzed by SPSS 15, t-test of tow independent samples, and variance analysis. It was finally indicated that there was meaningful relationship between customer relationship management and the mixture elements of green marketing.

  15. The value of coordination in manufacturer-customer relationships

    NARCIS (Netherlands)

    Nyen, van P.L.M.; Bertrand, J.W.M.; Ooijen, van H.P.G.; Vandaele, N.J.

    2005-01-01

    This paper studies the relationship between a manufacturer and his customer. In the traditional setting, the customer manages her own inventory and places replenishment orders that are made-to-order by the manufacturer. Recently, supply chain initiatives such as Vendor Managed Inventory (VMI) have

  16. An investigation on role of customer relationship management (CRM in increasing organizational effectiveness

    Directory of Open Access Journals (Sweden)

    Moslem Mirzaei

    2012-09-01

    Full Text Available The present study studies the role of customer relationship management (CRM in improving organizational effectiveness. The proposed model of this paper is implemented on customers of one of Iranian bank called Agricultural. The proposed model designs a questionnaire and selects a sample of 150 customers, randomly. The results of the survey has been validated using Cronbach alpha, which was .926. Research hypotheses are analyzed using Pearson's correlation test and all hypotheses are confirmed when the level of significance is five percent. The results of our survey have disclosed that all these mentioned factors could impact customer satisfaction, positively. In addition, we have also considered used Freedman test to rank the relative importance of these factors and customer-centered was number one priority followed by recognizing customers' need, Mutual understanding and Loyalty. Customer complaints are also the last priority in our ranking.

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

    Directory of Open Access Journals (Sweden)

    Seyed Mehdi Tofighi

    2011-10-01

    Full Text Available Customer relationship management (CRM is founded based on the value exchange between organization and customers and focuses merely on the value created in this connection. In this paper, the critical success factors are identified for a proper and effective implementation of CRM for an oil distribution company. The proposed survey of this paper identifies some important factors affecting the CRM implementation and determines the most important ones using a survey. The results indicate that there are twelve factors playing the most important roles on the success of CRM. There are CRM strategy, knowledge management in customer relationship, CRM technology, effective strategic committee, management of customer contact channels, customer information management, customer-oriented change management, training programs, strategic communication with staff, staff commitment, integration, and sectional implementation. We categorize the factors into two levels based on the level of their importance. The first level consists of the most important ones include only four items and the other eight items are categorized in level 2.

  18. The Relationship between a Company and its Customers

    OpenAIRE

    Hamid Tohidi; Mohammad Mehdi Jabbari

    2012-01-01

    Purpose- In today’s highly competitive world, an increasing number of organizations have realized the importance of becoming more customer-centric and invested a large amount of time and resources in a Customer Relationship Management (CRM) system with the aim of better managing their customers. The aims of CRM are to satisfy, retain, and create repurchase intention and loyalty to the customers on the services offered by the banks. Previous researches have confirmed that technology factors su...

  19. THE PLANNING OF A CUSTOMER RELATIONSHIP MANAGEMENT PROJECT: REQUIREMENTS AND OPPORTUNITIES

    Directory of Open Access Journals (Sweden)

    Adriana OLARU

    2007-01-01

    Full Text Available After a brief presentation of the aspects regarding the planning of a customer relationship management (CRM project, we emphasize the factors that assure the success of such an approach. In order to obtain the attended results, an organization needs the best selection of the project manager and the most efficient teamwork, which implies employees from the company’s departments and also IT specialists. In the final part, we made appreciations concerning the efficiency of a CRM project and the opportunities created by its implementation.

  20. USE OF BIG DATA ANALYTICS FOR CUSTOMER RELATIONSHIP MANAGEMENT: POINT OF PARITY OR SOURCE OF COMPETITIVE ADVANTAGE?

    OpenAIRE

    Suoniemi, Samppa; Meyer-Waarden, Lars; Munzel, Andreas; Zablah, Alex R.; Straub, Detmar W.

    2017-01-01

    Customer information plays a key role in managing successful relationships with valuable customers. Big data customer analytics use (CA use), i.e., the extent to which customer information derived from big data analytics guides marketing decisions, helps firms better meet customer needs for competitive advantage. This study addresses three research questions: 1. What are the key antecedents of big data customer analytics use? 2. How, and to what extent, does big data...

  1. Social media marketing : Acquiring customer loyalty and relationship management using social media as a marketing channel

    OpenAIRE

    Saqib, Muhammad

    2016-01-01

    Abstract Social media is a marketing phenomenon that is growing very fast. Social media helps creating value for customers in broadcasting the advertising among social networks. Blog posts, videos, pictures, reviews and ratings all have a significant impact on marketing. The purpose of the thesis is to investigate how companies can achieve customer loyalty and customer relationship management using social media marketing and if companies can target new customers by social media. An inductive ...

  2. Management of Customer Relationship Management (CRM Technological Attributes in Brazil: A B2B Relationship in the Software-Media Development Sector

    Directory of Open Access Journals (Sweden)

    Flávio Régio Brambilla

    2015-03-01

    Full Text Available Customer Relationship Management (CRM represents a technological application based on the philosophy of Relationship Marketing and it recommends the interaction with high value consumers. Relating CRM to new social technologies, CRM 2.0 or social CRM deals with the relationship between companies and customers using online platforms such as blogs, RSS, forums and social network sites, among other facilities. Through a comparative study based on qualitative indicators, this article draws a relationship between CRM theory and practice. In two high technology organizations it was identified that, although the indicators are appropriate to the business practices, their usage and understanding are oriented by the nature of businesses and by the company characteristics. Empirical results show that technology structure, data collection and analysis tools and interactive sales tools favor CRM. In this paper, four variables are treated theoretically and empirically: Information Technology; Information tools, where the Database and the Storage of Debugged Data are included; Data Mining; and, the Sales Force Automation Facilities.

  3. How to get lost customers back? : a study of antecedents of relationship revival

    OpenAIRE

    Homburg, Christian; Hoyer, Wayne D.; Stock-Homburg, Ruth

    2006-01-01

    Most research in the field of customer relationship management has focused on keeping existing customers. However, some companies also systematically address lost customers and try to revive these relationships. This facet of customer relationship management has been largely neglected by academic research. Our study provides a theoretical discussion and an empirical analysis of factors driving the success of relationship revival activities. Drawing on equity theory we find that the cust...

  4. Data mining application in customer relationship management for hospital inpatients.

    Science.gov (United States)

    Lee, Eun Whan

    2012-09-01

    This study aims to discover patients loyal to a hospital and model their medical service usage patterns. Consequently, this study proposes a data mining application in customer relationship management (CRM) for hospital inpatients. A recency, frequency, monetary (RFM) model has been applied toward 14,072 patients discharged from a university hospital. Cluster analysis was conducted to segment customers, and it modeled the patterns of the loyal customers' medical services usage via a decision tree. Patients were divided into two groups according to the variables of the RFM model and the group which had significantly high frequency of medical use and expenses was defined as loyal customers, a target market. As a result of the decision tree, the predictable factors of the loyal clients were; length of stay, certainty of selectable treatment, surgery, number of accompanying treatments, kind of patient room, and department from which they were discharged. Particularly, this research showed that when a patient within the internal medicine department who did not have surgery stayed for more than 13.5 days, their probability of being a classified as a loyal customer was 70.0%. To discover a hospital's loyal patients and model their medical usage patterns, the application of data-mining has been suggested. This paper suggests practical use of combining segmentation, targeting, positioning (STP) strategy and the RFM model with data-mining in CRM.

  5. Strategic Approach for Optimizing of Zakah Institution Performance: Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    Estu Widarwati

    2016-12-01

    Full Text Available Zakah is part of the Indonesian economy, which requires the development and structuring. The funds of zakah must be well managed by organizational zakah system which should be improved its performance. Therefore, there is a need of new approach concerning the zakah management based on muzakki’s behavior as an important resource in zakah institution. This paper explores the role of Customer Relationship Management (CRM in zakah institution linked the important of muzakki’s contribution who use services of its. Then it aims to expand the understanding about how CRM as one of strategic approach for organization such zakah institution to improve its performance which employes three main aspect of CRM, which are form of personnel (behavior of personnel, business process, and using technology. Furthermore, this paper tries to depict how CRM is able to raise the zakah funds collection from Moslem society especially Middle Class Moslem in Indonesia by customer (muzakki satisfaction and cost reduction of zakah institution.DOI: 10.15408/aiq.v9i1.4010 

  6. TOWARDS EFFECTIVE CUSTOMER RELATIONSHIP MANAGEMENT IN OMAN: ROLE OF BIG DATA

    OpenAIRE

    Tarek Khalil; Mohammad Al-Refai; Amer Nizar Fayez; Mohammed Sharaf Qudah

    2017-01-01

    We established a framework to explore the feasibility of enabling big data within the customer relationship management (CRM) strategies in Oman for creating sustainable business profit nationwide. A qualitative evaluation was made based on predictive analytics convergence and big data facilitated CRM. It was found that the big data analytics can meticulously alter the competitive industrial setting, and thereby proffered notable benefits to the business organization in terms of operation, str...

  7. Application of Customer Relationship Management Systems in Business: Challenges and Opportunities

    OpenAIRE

    K. Liagkouras; K. Metaxiotis

    2014-01-01

    Customer relationship management (CRM) systems in business are a reality of the contemporary business world for the last decade or so. Still, there are grey areas regarding the successful implementation and operation of CRM systems in business. This paper, through the systematic study of the CRM implementation paradigm, attempts to identify the most important challenges and opportunities that the CRM systems face in a rapidly changing business world.

  8. An empirical investigation on the effects of electronic banking on key customer relationship management

    Directory of Open Access Journals (Sweden)

    Kazem Chavoshi

    2013-12-01

    Full Text Available In recent years, there has been good progress on information and communication technology influencing businesses with a new emerging concept called customer relationship management (CRM and it has made significant changes in electronic banking. The primary objective of this paper is to survey electronic banking effects on key CRM components in one of Iranian banks in city of Tehran, Iran. The survey designs a questionnaire and distributes it among some experts in one of selected regions and the results are verified based on t-student and Freedman tests. Results show that all electronic banking services influence on CRM. In addition, that there are no significant differences among effects of electronic services on CRM but each CRM component has different effects on electronic services. In fact, according to freedman test, improving customer relationship process is the most important factor followed by providing appropriate service for each customer, providing appropriate service on appropriate time for each customer and providing appropriate service by appropriate channel for each customer.

  9. THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM ON CUSTOMER LOYALTY IN JW MARRIOTT HOTEL SURABAYA

    Directory of Open Access Journals (Sweden)

    Fransisca Andreani

    2012-01-01

    Full Text Available Customer Relationship Management (CRM merupakan salah satu strategi untuk mempertahankan pelanggan. Dengan terjalinnya hubungan yang erat diharapkan pelanggan menjadi loyal pada perusahaan. Penelitian ini bertujuan untuk mengetahui pengaruh CRM terhadap loyalitas pelanggan di Hotel JW Marriott Surabaya dengan teknik analisis regresi linier berganda. Hasil penelitian menunjukkan bahwa CRM yang meliputi financial benefits, social benefits dan structural ties berpengaruh positif dan signifikan terhadap loyalitas pelanggan Hotel JW Marriott Surabaya. Faktor yang berpengaruh dominan terhadap loyalitas pelanggan Hotel JW Marriott Surabaya adalah structural ties.

  10. The Analysis And Design Of Customer Relationship Management Model At STMIK STIKOM BALI

    Directory of Open Access Journals (Sweden)

    Ni Wayan Deriani

    2016-06-01

    Full Text Available The advantages of an organization can be seen from the organization's ability to compete in the business world today is increasingly more competition. The competition should be used as well as possible in order to retain customers by providing the best service. one way to provide the best service is the provision of means in the form of comprehensive information systems and integrated. CRM is an integrated system that is useful for both of the organization and of course for the customer. In this research, design analysis model of CRM approach from the perspective Planner and owner of Zachman framework. Design analysis using DFD, ERD and conceptual database. The expected outcome of this research is a form of planning the Customer Relationship Management system model as a reference for the managers in the development of an integrated system in the future.

  11. Drivers of supplier-customer relationship profitability in China

    DEFF Research Database (Denmark)

    Dawson, Bonnie; Young, Louise; Murray, John M.

    2017-01-01

    has implications for the ongoing management of international supplier-customer relationships, Chinese government policy with regard to SOEs as well as the inclusion of organization types as a consideration for business marketing relationship and value creation theory.......Business relationship performance depends on the context(s) in which the relationship is being conducted, including the cultural context and the nature of the organizations participating in them. Here, we examine the drivers of performance in Chinese supplier-customer relationships for two types...... of Chinese suppliers - International Joint Ventures (IJVs) and State Owned Enterprises (SOEs). The results indicate there are marked differences in the links between relationship drivers and perceived relationship profitability for these different types of suppliers. The profitability of SOEs' customer...

  12. Hubungan Media Customer Relationship Management dengan Kepuasan Pelanggan pada Hotel Istana Nelayan

    OpenAIRE

    Widhianto, Chandra Wibowo; Livynia, Virgyne; Ramadhany, Diana

    2003-01-01

    Facing comptetition in service company, especially hotels, must have the ability to give services in order to satisfy the customer. Customer Relationship Managemen (CRM) is one of communication media between company and customer that profitable for both side. This research try to find out how big the connection between Customer Relationship Managemen (CRM) with customer satisfaction in Istana Nelayan Hotel. The result is there is significant connection between media with customer satisfaction...

  13. Hubungan Media Customer Relationship Management Dengan Kepuasan Pelanggan pada Hotel Istana Nelayan

    Directory of Open Access Journals (Sweden)

    Chandra Wibowo Widhianto

    2003-03-01

    Full Text Available Facing comptetition in service company, especially hotels, must have the ability to give services in order to satisfy the customer. Customer Relationship Managemen (CRM is one of communication media between company and customer that profitable for both side. This research try to find out how big the connection between Customer Relationship Managemen (CRM with customer satisfaction in Istana Nelayan Hotel. The result is there is significant connection between media with customer satisfaction in Istana Nelayan Hotel.

  14. Developing a Customer Relationship Management Model for Better Health Examination Service

    Directory of Open Access Journals (Sweden)

    Lyu Jr-Jung

    2014-11-01

    Full Text Available People emphasize on their own health and wish to know more about their conditions. Chronic diseases now take up to 50 percent of top 10 causes of death. As a result, the health-care industry has emerged and kept thriving. This work adopts a customer-oriented business model since most clients are proactive and spontaneous in taking the “distinguished” health examination programs. We adopt the soft system dynamics methodology (SSDM to develop and to evaluate the steps of introducing customer relationship management model into a case health examination organization. Quantitative results are also presented for a case physical examination center and to assess the improved efficiency. The case study shows that the procedures developed here could provide a better service.

  15. Customer relationship management and Churn Management - control elements of importance to sustainable development of business; Wechselmanagement - Stellhebel fuer die nachhaltige Geschaeftsentwicklung

    Energy Technology Data Exchange (ETDEWEB)

    Bracklow, C.; Ewerdwalbesloh, F. [TransConnect Consulting Group, Muenchen (Germany)

    2001-08-01

    Before the deregulation of the electricity market, customer support services of electricity supply companies were restricted to answering questions of consumers in connection with their electricity bills. Today, the electric utilities and electricity traders cannot do without efficient call centers and specialized back-office structures and personnel trained to manage a large scope of activities in the area of customer relationship management. CRM and Churn Management have become key functions in the electricity trading business. The article focuses on the aspects of customer data analysis and data base management, in particular transparent in-house management of information about changes in customers' conditions, requirements and supply contracts, so as to build an essential strategic source of information required for customer loyalty planning and reliable long-term development of sales volumes. (orig./CB) [German] Beschraenkte sich frueher Kundenbetreuung auf das Beantworten vereinzelter Fragen zur Verbrauchsabrechnung, so sind heute leistungsstarke Call-Center- und Back-Office-Strukturen einzurichten, die viele Themenbereiche beherrschen muessen. Dabei kommt dem Kundenwechselmanagement besondere Bedeutung zu, da sich dahinter auch strategische Stellhebel fuer die langfristige Umsatzentwicklung verbergen. (orig./CB)

  16. Pengaruh Customer Relationship Management Terhadap Loyalitas Nasabah Pada PT. Asuransi Umum Bumiputera Muda 1967 Cabang Pekanbaru

    OpenAIRE

    Sari, Wulan; Sutrisna, Endang

    2017-01-01

    The purpose of this study was to analyze the Customer Relationship Management and Customer Loyalty at PT. General Insurance Bumiputera Muda 1967 Pekanbaru Branch and see the effects. The study concluded that CRM at PT. General Insurance Bumiputera Muda 1967 Pekanbaru Branch which include dimensions, people, process and technology. Overall is considered to be good. Customer loyalty in the PT. General Insurance Bumiputera Muda 1967 Pekanbaru Branch is seen from the dimensions make the purchase ...

  17. Data Mining Application in Customer Relationship Management for Hospital Inpatients

    Science.gov (United States)

    2012-01-01

    Objectives This study aims to discover patients loyal to a hospital and model their medical service usage patterns. Consequently, this study proposes a data mining application in customer relationship management (CRM) for hospital inpatients. Methods A recency, frequency, monetary (RFM) model has been applied toward 14,072 patients discharged from a university hospital. Cluster analysis was conducted to segment customers, and it modeled the patterns of the loyal customers' medical services usage via a decision tree. Results Patients were divided into two groups according to the variables of the RFM model and the group which had significantly high frequency of medical use and expenses was defined as loyal customers, a target market. As a result of the decision tree, the predictable factors of the loyal clients were; length of stay, certainty of selectable treatment, surgery, number of accompanying treatments, kind of patient room, and department from which they were discharged. Particularly, this research showed that when a patient within the internal medicine department who did not have surgery stayed for more than 13.5 days, their probability of being a classified as a loyal customer was 70.0%. Conclusions To discover a hospital's loyal patients and model their medical usage patterns, the application of data-mining has been suggested. This paper suggests practical use of combining segmentation, targeting, positioning (STP) strategy and the RFM model with data-mining in CRM. PMID:23115740

  18. Can a customer relationship management program improve recruitment for primary care research studies?

    Science.gov (United States)

    Johnston, Sharon; Wong, Sabrina T; Blackman, Stephanie; Chau, Leena W; Grool, Anne M; Hogg, William

    2017-11-16

    Recruiting family physicians into primary care research studies requires researchers to continually manage information coming in, going out, and coming in again. In many research groups, Microsoft Excel and Access are the usual data management tools, but they are very basic and do not support any automation, linking, or reminder systems to manage and integrate recruitment information and processes. We explored whether a commercial customer relationship management (CRM) software program - designed for sales people in businesses to improve customer relations and communications - could be used to make the research recruitment system faster, more effective, and more efficient. We found that while there was potential for long-term studies, it simply did not adapt effectively enough for our shorter study and recruitment budget. The amount of training required to master the software and our need for ongoing flexible and timely support were greater than the benefit of using CRM software for our study.

  19. The Concept of Customer Relationship Management A Critical Review of Literature

    OpenAIRE

    Cabãu Liviu-Gabriel

    2012-01-01

    This article is considered to be a landmark in both academic and business area, regarding the Customer Relationship Management (CRM). Based on previous research found in the literature, the paper aims to clarify the concept of CRM. Critical research results are reflected in the formulated responses on the following aspects of CRM: CRM context, CRM definition, CRM importance and objectives, CRM failure and CRM research. Finally, the article presents the main findings and some conclusions relat...

  20. Pengaruh Customer Relationship Management Terhadap Tingkat Kepuasan Nasabah Pada PT. Bank Riau Kepri Cabang UTAMA Pekanbaru

    OpenAIRE

    Othman, Lie; Winanda, Riza Bella

    2014-01-01

    The aim of this research is to analyze the implementation of Customer Relationship Management and customer satisfaction level of PT. Bank Riau Kepri Pekanbaru Main Branch and see its effects. Results of the study concluded that the implementation of CRM in PT. Bank Riau Kepri Pekanbaru Main Branch that includes indicators of people, processes and technology have been rated good overall. Customer satisfaction level of PT. Bank Riau Kepri Pekanbaru Main Branch that is seen from the indicator of...

  1. Management of Complex Industrial Supplier Relations - a Case of Customer Attractiveness

    DEFF Research Database (Denmark)

    Ellegaard, Chris

    relationship management is proposed – the concept of Customer Attractiveness. Customer Attractiveness is founded on the revised understanding of the supplier relationship management task and focuses on influencing suppliers by being an attractive customer, hereby motivating the necessary commitment to long......Companies are increasingly relying on suppliers when developing and manufacturing industrial products. Therefore the supplier relationships of the company need to be managed. This dissertation looks at existing theoretical approaches to supplier relationship management. By studying a number...... of supplier relationships of the company Danfoss Drives, an alternative understanding of the supplier relationship management task is proposed. The case study methodology forms the basis for the applied research design. The alternative understanding sees the management task as one of influencing suppliers...

  2. CUSTOMER RELATIONSHIPS IN TOURISM-A VERY IMPORTANT SECTOR OF THIS INDUSTRY

    Directory of Open Access Journals (Sweden)

    GABRIEL SANDA

    2015-12-01

    Full Text Available The aim of the paper is to show readers the importance of building customer relationships in tourism. The economic and financial crisis started in the years 2007, 2008 has had a serious impact on the economies of all countries and this impact has been noticed also in the tourism area. The economic measures taken have managed to bring a growth in the economy so the passion for travel of many people has continued to arise. The competitive advantage of any company should be the building of customers relationships with customer. It is easier to have loyal customers than to try to attract new ones. A loyal customer will tell other people about his experience if he is satisfied with the services offered. Unfortunately, many managers do not research about the importance of quality models and the influence of quality on the satisfaction of the customer. The satisfaction of the customer will lead to the creation of strong relationships between companies and the customer.

  3. A review of the customer lifetime value as a customer profitability measure in the context of customer relationship management

    Directory of Open Access Journals (Sweden)

    Raphael Damm

    2011-11-01

    Full Text Available Purpose: A number of customer metrics allow estimating customer profitability with methods such as the Customer Lifetime Value (CLV. However, investments in customer relationships carry the potential risk to destroy value and reduce profitability when based on incorrect estimates of customer profitability. Therefore, estimating future customer value correctly is essential to allocate marketing expenditures in the most effective way. In this article recent literature about the CLV is reviewed in order to assess its ability as a customer profitability measure. Besides the financial perspective of the CLV, non-financial perspectives such as customer advocacy, (customer or open innovation and learning have been identified to have an impact on customer profitability. How to properly estimate a customer’s value taking all relevant value creating factors, financial as well as non-financial, into account is the underlying research question.Design/methodology/approach: This research is based on the review of a number of theoretical and empirical articles published between 1990 and 2010. The aggregation of measures, key-drivers and risks of each key-perspective of the customer relationship contributes to the development of a more systematic understanding of the value creation process and provides answers to the research question. Indirect effects of the CLV as a source of value have received increasing attention in previous research but are not sufficiently accounted for by mainstream methods for valuing customers (Ryals, 2008. Therefore, the attempt to structure available knowledge on indirect effects of the CLV in its contextual setting is made.Findings: This research is concluded providing evidence that one-dimensional calculations of the CLV deliver an incomplete picture of the customer relationship and estimate customer profitability incorrectly. This supports the idea of a multidimensional CLV approach that accounts for interrelated key

  4. The Geo-strategies and Global Peace of Technology on Customer Relationship Management Performance: A Pilot Study among SME’s Logistic Operators

    Directory of Open Access Journals (Sweden)

    Muhamad Fairos Mohamad Shah

    2017-12-01

    Full Text Available Small and medium enterprises (SMEs are playing an increasingly important role in sustaining geo strategies and global peace economic growth and logistic system in Malaysia. SMEs also play a very crucial role in customer relationship as they may serve the roles of customer, distributor producer and supplier. However, adaption of customer relationship in Malaysian SMEs has not been fully explored. CRMP model for logistic service presents the combination of technology strategy in term of geo strategies and global peace. The goal of this study is to investigate customer relationship management performance and technology strategy. The dimensions for technology factors are Support information system, information sharing, Usefulness, care/help, ease of use, service portfolio, security and Update System. The populations of study were customers from a logistic company located in Pulau Pinang. Simple random sampling was selected from the target populations. Data collection resulted in 100 respondents to answers questionnaire from the customers of logistic company. Based on the finding, the result showed that, technology strategies are anchor factors in determining geo strategies and global peace on customer relationship management performance. Further study has important managerial implications as the findings will enable management of SMEs to understand progressive and highly varied CRMP practices and contextual factors that contribute to the CRMP as well as geo strategies and global peace and innovative implementation.

  5. Pengaruh Customer Relationship Management dan Kualitas Pelayanan terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan sebagai Variabel Intervening (Studi Kasus pada PT. Garuda Indonesia Rute Penerbangan Internasional)

    OpenAIRE

    Santoso, Hara Paradisa; Widayanto, Widayanto

    2017-01-01

    This research is motivated by the escalation of public interest of going abroad byusing airpane as the transportation means. The purpose of this research is to determine thedirect influence and indirect influence between Customer Relationship Management variableand Service quality variable as x variable to customer loyalty as y variable through customersatisfaction as z variable.. The result shows Customer Relationship Management does not havedirect influence to customer loyalty 0.651. Custom...

  6. The study of customer relationship management in Thai airline industry: A case of Thai travelers in Thailand

    Directory of Open Access Journals (Sweden)

    Colin Law

    2017-02-01

    Full Text Available Purpose: This paper offer marketing strategy suggestion to the airlines operating within the Thai aviation market. It identifies the recommended motivational factors that influence the airline customers’ decision to their airline choices. Airlines use different customer relationship management programs to attract returning customers.  This paper suggested the most attractive motivation factors for Thailand's air travel market. Design/methodology/approach: This research paper is an attempt to study and identify the factors, including loyalty program, distribution channel, customer services, promotions and other influence causes that affected the customer preference in the airline ticket purchasing behavior in Thailand. A questionnaire survey was conducted with the sample identified through unrestricted non probability sampling technique at four major airports in Thailand. The data collected are analyzed to identify the favorable drivers that lead to customer decision on airline choice. Findings: The result from the study has demonstrated that price, and promotion has a significant impact on customer preference and positively leads to repurchase intention for their future travel. Moreover, flight schedules are also a main factor influencing the travelers’ final decision on airline choice. However, when the promotional strategies and schedule are comparable between airlines, customers are attracted by the airline amenities and services. Loyalty program (frequent-flier program flier program is showing a less attractive motivator while distribution channel demonstrates the least important affecting the travelers’ choice of airline. Originality/value: The paper begins with an overview of previous research in the area of airlines customer relationship management and then moves on to what is currently being implemented by the airlines. The authors then propose several customer relationship strategies and identify the most attractive one that

  7. Assesment of customer relationship development

    OpenAIRE

    Dagmar Lesáková

    2011-01-01

    The focus of this paper is customer relationship marketing and its new trends. The particular goal of the presented research study was to identify and analyse the indicators of customer relationship development in human resources recruitment / leasing companies. Nine indicators have been explored: mission statement concerning customer commitment, customer attraction, customer commitment, development of customer value, understanding customer needs, goals for customer satisfaction, after sales ...

  8. Rancang Bangun Sistem Informasi Pelayanan Kesehatan Berbasis Customer Relationship Management Menggunakan Teknologi Short Message Service (SMS

    Directory of Open Access Journals (Sweden)

    Trismianto Asmo Sutrisno Sutrisno

    2014-02-01

    Full Text Available Recently, there are many hospitals as the health-care services choose to use the concept of Customer Relationship Management (CRM to build the trust bridges between the hospitals and their patients. The implementation of CRM in health caring, especially for pregnant women needs to do; such as the delivery of information related to the pregnant women to get antenatal care as the scheduled or pregnant women desire to obtain information dealing with their pregnancy. The irrelevant, slow and inaccurate information can cause the health care services given to the patients are not optimal, so that they can reduce patients’ loyalty toward the health-care services. This research resulted health care information system based on Customer Relationship Management using Short Message Service (SMS technology with case study of health care for pregnant women. The resulted information system is produced by the System Development Life Cycle methodology using the Waterfall model. One of the features produced is the pregnant women will receive a confirmation SMS to obtain antenatal care with a schedule until 28 weeks of their pregnancy check up every four weeks, 28-36 weeks of their pregnancy check up every two weeks, and 36-40 weeks of their pregnancy check up once a week.   Keywords: Pregnant Women, Antenatal Care, Customer Relationship Management, Short Message Service

  9. Analisis Perancangan Customer Relationship Management Berbasis Web pada PT ASP Jakarta

    Directory of Open Access Journals (Sweden)

    Idris Gautama So

    2011-05-01

    Full Text Available The purpose of this thesis is to identify the needs of web-based CRM in PT ASP and also to design the suitable CRM for the company. The research method is by analyzing competitions in the industry with Porter’s five forces analysis and formulating framework in input stage, matching stage, decision stage to choose the best strategy for the company. From the analysis of formulating strategy, it could be concluded that market penetration strategy is the best strategy for PT ASP. Market penetration strategy is an approach of web-based Customer Relationship Management (CRM to increase service quality for customers and company introduction to broaden community. Web-based CRM design is suitable for PT ASP based on interview conclusion using 5 features (5C from the 7 features (7C in web design elements. 

  10. Customer Relationship Management: A Case Study from a Metropolitan Campus of a Regional University

    Science.gov (United States)

    Pember, Edward R.; Owens, Alison; Yaghi, Shazhi

    2014-01-01

    This paper investigates the users and uses of a centralised customer relationship management (CRM) system at a regional Australian university to improve the understanding of the staff experience of interacting with this customised technology. How and why the software is used by a cross section of university departments is explored through…

  11. The influence of bank employees on bank customer relationship management

    Directory of Open Access Journals (Sweden)

    C. Rootman

    2007-12-01

    Full Text Available Purpose: Despite extensive research in services marketing, much is still unknown to specific service providers on the influence of their employees on their services. This paper attempts to address this limitation and investigates the influence of employees on the customer relationship management (CRM of banks. The primary objective of this paper is to investigate the influence of selected independent variables, namely attitude and knowledgeability, on the CRM of banks. Design/Methodology/Approach: An empirical investigation was conducted with a structured questionnaire with items that related to banks' CRM in terms of attitude and knowledgeability. The sample consisted of 290 banking clients in the Nelson Mandela Metropolitan area and the response rate was 91.03%. Findings: Significant positive relationships exist between both the knowledgeability, and attitude of bank employees and a bank's CRM. These relationships imply that more extensive knowledgeability and more positive attitudes of bank employees lead to improved, maintained relationships between a bank and its clients. Employees play an important role in banks’ client relationships. Implications: Banks should focus on increasing their employees' knowledgeability and improving their attitude to ensure higher levels of CRM. This paper provides strategies for banks and could create greater awareness among South African banks of the advantages of CRM, how their employees influence their CRM, and ways to adapt to these influences. Originality/Value: No study has focused exclusively on CRM within banks in South Africa. Prior research focused on customer service and service quality; both possible results of superior CRM. However, this research differs, as it identifies the variables influencing CRM in banks in South Africa. It is proposed that this paper will be beneficial for South African banks, as the recommendations may be used to ensure higher levels of CRM in banks.

  12. Developing an Innovative Customer Relationship Management Model for Better Health Examination Service

    Directory of Open Access Journals (Sweden)

    Lyu JrJung

    2014-11-01

    Full Text Available People emphasize on their own health and wish to know more about their conditions. Chronic diseases now take up to 50 percent of top 10 causes of death. As a result, the health-care industry has emerged and kept thriving. This work adopts an innovative customer-oriented business model since most clients are proactive and spontaneous in taking the “distinguished” health examination programs. We adopt the soft system dynamics methodology (SSDM to develop and to evaluate the steps of introducing customer relationship management model into a case health examination organization. Quantitative results are also presented for a case physical examination center and to assess the improved efficiency. The case study shows that the procedures developed here could provide a better service.

  13. Variables contributing to an excellent customer service management profile within the regulated electric utility industry: A comparison of self-concept with customer satisfaction for customer service management

    Energy Technology Data Exchange (ETDEWEB)

    Johnson, L.E.

    1991-01-01

    This research sought to address the relationship between self-concept and customer satisfaction: can customer satisfaction with a major electric utility be explained in terms of the self-reported, self-concept of the utility's managers The population to which the results of this study were generalized consisted of customer service managers in public electric utilities across the United States. In order to represent this population, a sample was selected consisting of customer service managers at a midwestern electric utility based in a large metropolitan area. Participants in this study were managers of four direct customer contact service organizations within six geographic division organizations. The methodology included comparisons of these four customer contact service organizations on twelve independent, self-concept variables and six customer satisfaction dependent variables using Analysis of Variance (ANOVA), Scheffe' tests, Chi-Square, and Stepwise multiple regression. The groups were found not to be significantly different and knowledge of the self-concept scores for managers will not increase the ability to predict customer satisfaction over no knowledge of self-concept scores.

  14. PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM BERBASIS SMS GATEWAY PADA ONLINE SHOP TOKOFARAH

    Directory of Open Access Journals (Sweden)

    Arfiani Nur Khusna

    2016-01-01

    Full Text Available SMS applications has become a promising business opportunities in the consumer and industrial markets in the world. One part that can not be separated from the SMS business is the role of an SMS Gateway, a system used by service providers to send and receive SMS automatically. Online shop tokofarah an online web business venture engaged in the production and sales of baby clothes and children. The problems that exist in the online shop tokofarah is the absence of communication between the customer and tokofarah thus reduced customer loyalty, customers are unaware of the latest promos and discounts, so the application of CRM (Customer Relationship Management is very necessary to help communication. Alternative solutions in addition to implementing CRM also develop and implement SMS technology as a service via SMS Gateway online. Where customers can easily find information on the latest promos and discounts, customers can simply type a certain key word and send it to a specific number that has been provided, the store can also inform customers about the latest promos and products through SMS brodcast. In this study, using Gammu as tools liaison between the device with a computer modem. Making the program using the programming language PHP as an interface, a database maker MySQL tools. The results of the implementation of the concept of SMS Gateway technology is that it can provide convenience for online customers shop tokofarah in knowing the promo and the latest product information and can order via SMS.

  15. Leader-Staff Relationships in Kosovo Customs: Leadership and its Impact on Customs Effectiveness

    Directory of Open Access Journals (Sweden)

    Dren Gërguri

    2018-06-01

    Full Text Available Leadership styles and leader-staff relationships have always impact on organizational effectiveness. It is important to study of this dimension in Kosovo Customs, taking into account the impact and contribution it has to the country’s budget. The purpose of this research is to analyze the style of leadership that is mostly used in this organization at both management levels and to see whether that style has influenced the organization’s effectiveness. In this study data were collected from various levels of Customs employees. The survey questions have been raised based on two instruments, the Multifactor Leadership Questionnaire, and the Leadership Describing Questionnaire. Also, correlations of leadership styles are tested based on Pearson’s theory. The paper analyzes four leadership styles used by the leaders at two managerial levels, the results of the study show that the democratic style is the dominant style of leadership in this institution. Also, the survey results show that, as top-down, also bottom-up, there is a good relationship between leaders and subordinates at both levels of management. Thus, this leader-staff relationship positively affects the effectiveness of Customs.

  16. Human-centredness in customer relationship management implementation research: Towards a holistic perspective

    OpenAIRE

    Wikström, Carl-Erik; Isomäki, Hannakaisa

    2008-01-01

    The application of information technology (IT) to marketing through customer relationship management (CRM) software is growing rapidly, but the risk of failure remains high. We argue that research in CRM implementation success should focus more on human-centred issues. In this study we introduce a conceptual framework for a holistic view of humans in CRM and apply the framework to earlier research on CRM implementation. The results indicate that in most CRM approaches the prevailing conceptio...

  17. Pengaruh Implementasi Customer Relationship Management (Crm) Untuk Menjaga Loyalitas (Survei Pada Pelanggan Kedai Kober Mie Setan Di Jl. Soekarno Hatta, Malang)

    OpenAIRE

    Sari Dewi, Putri Pamungkas; Fauzi, Achmad

    2017-01-01

    Along with the advancement of global economy, there are many culinary businesses growing in the society especially the trending hot culinary business. The application of Customer Relationship Management (CRM) is expected to become an appropriate strategy to face the high competition. The objective of this study is to identify and explain the influence, both simultaneous and partial, of Customer Relationship Management (CRM), that consists of the USAge of consumer database, marketing process, ...

  18. CRM as a support for knowledge management and customer

    OpenAIRE

    Toriani, Silvana; Angeloni, Maria Terezinha

    2011-01-01

    This paper aims to analyze the role of Customer Relationship Management (CRM) as a support for Knowledge Management (KM) and the Customer Relationship Strategy Definition in an Information Technology (IT) Company. This work is based on theories of KM, IT, and Relationship Marketing. Our survey uses a descriptive approach, in which data is gathered by means of content analysis of semi-structured interviews. The study results have shown us that the company implements an effective system for CRM...

  19. Customer Relationship Management System in Occupational Safety & Health Companies: Research on Practice and Preliminary Design Solution

    Directory of Open Access Journals (Sweden)

    Robert Fabac

    2011-10-01

    Full Text Available One of the most prominent contemporary trends in formation of companies is the approach to development of a customer-oriented company. In this matter, various versions related to the intensity of this orientation are differentiated. Customer relationship management (CRM system is a well-known concept, and its practice is being studied and improved in connection to various sectors. Companies providing services of occupational safety and health (OHS mainly cooperate with a large number of customers and the quality of this cooperation largely affects the occupational safety and health of employees. Therefore, it is of both scientific and wider social interest to study and improve the relationship of these companies with their customers. This paper investigates the practice of applying CRM in Croatian OHS companies. It identifies the existing conditions and suggests possible improvements in the practice of CRM, based on experts’ assessments using analytic hierarchy process evaluation. Universal preliminary design was created as a framework concept for the formation of a typical customer-oriented OHS services company. Preliminary design includes a structural view, which provides more details through system diagrams, and an illustration of main cooperation processes of a company with its customer.

  20. Pengaruh Customer Relationship Management terhadap Loyalitas Pelanggan dengan Kepercayaan Pelanggan sebagai Variabel Intervening (Studi pada Toko Alfamidi Jalan Sudanco Supriyadi No. 02 Malang)

    OpenAIRE

    Yuni, Yuni; Sarwoko, Endi; Hariyanto, Sugeng

    2015-01-01

    Tujuan Penelitian ini adalah untuk menguji pengaruh customer relationship management terhadap loyalitas pelanggan, kepercayaan pelanggan terhadap loyalitas pelanggan, serta pengaruh customer relationship management terhadap loyalitas pelanggan melalui kepercayaan pelanggan. Populasi adalah pelanggan Toko Alfamidi Jalan Sudanco Supriyadi Nomor 02 Malang yang aktif melakukan pembelian. Sampel berjumlah 90 responden yang diambil menggunakan teknik accidental sampling. Teknik analisis data menggu...

  1. Customer relationships marketing

    Directory of Open Access Journals (Sweden)

    Đorđević Bojan

    2005-01-01

    Full Text Available Market economy terms impose on modern companies the need to change their business relationships to customers. In this way has the term "customer relationship marketing", known as CRM, come into use. Customers are the most valuable asset of a company, and the wisdom and essence of CRM can be presented in two words - profitable and long-term. Modern customer is an individual. They are smart, informed, have great expectations and want only the best, and they can change their supplier by one click of the mouse. Every one of them is characterized by specific needs, and, in that sense the company must strive to satisfy them with the right offer at the right time and through the right channel. The aim of the company is to have loyal customers who will help the company make maximized profit and competitive advantage on the market.

  2. The Conceptualizing Analysis of Materialize to Dimension of Customer Relationship Management and Brand Equity

    Science.gov (United States)

    Kumar, R.; Barani, G.; Jagadeesan, S.

    2012-10-01

    This article reviews the various approaches to defining and Measuring Brand Equity. CRM strategy (Customer Relationship Management) is a business philosophy, stemming from relationship marketing that joins strategy and technology, with the aim of creating value for both customers and the company. In this paper we justify the interest of establishing a formal system to measure CRM performance. It analyses the diverse views regarding the set of attributes relevant for measurement of Brand equity. Existing measures of brand equity have been classified into three categories for the discussion in the paper. One set of measures are those focusing on outcome of Brand Equity at the product market level, the second category is that of measures related to customer mindset while the third set is based on measurement of financial parameters. The paper presents a comprehensive review of the work done by various researchers over the last few decades. It analyses the merits and limitations of the different types of measures. Based on the observations made by experts in related literature the authors suggest the scope for further research in the discipline.

  3. Perancangan Aplikasi Customer Relationship Management untuk Meningkatkan Pelayanan pada Rumah Sakit St. Carolus

    Directory of Open Access Journals (Sweden)

    Joni Suhartono

    2015-06-01

    Full Text Available Research aims to create a draft of application based on customer relationship management (CRM toimprove services on St carolus hospital in terms of criticism-suggestions, to create scheduling events and patient schedule for second time which is still less control. Research used survey, interview the parties concerned, aswell as analyzing the systems running on St Carolus hospital. Results of the research are application design that helps to improve the quality of the hospital service to the patient, application design that helps management in holding the event, and managing the input given by the visitor at ease. In conclusion, the application designhelps manage criticism and suggestions, make events, and intertwine relations with patients after medication or treatment.

  4. The Impact of e-Customer Relationship Marketing in Hotel Industry

    Science.gov (United States)

    Samanta, Irene

    The present research investigates the extent to which Greek hotels had developed the electronic customer relationship marketing (E-CRM). The study verifies the practices that frequently appear in relationship marketing process within online operations or whether their Internet presence mainly depends on the basic actions of "supplying information" and "reservations". Also, it investigates the effects of e-CRM system on customer loyalty and satisfaction as well as the impact of relationship marketing practices to customer retention and acquisition. They have understood the importance of using electronic channels instead of traditional ones to implement their marketing strategies. Thus, e-crm system has assisted hotel business to manage more effectively their reservations and serve their customers as fast and as effective as possible. They did not seem to apply many of the relationship marketing strategies to emphasize customer retention and continual satisfaction because of difficulties in staff training.

  5. One-to-one modeling and simulation: a new approach in customer relationship management for grocery retail

    Science.gov (United States)

    Baydar, Cem M.

    2002-03-01

    The ever-increasing competition in retail industry puts pressure on retailers to deal with their customers more efficiently. Currently most companies use Customer Relationship Management (CRM) systems to maximize the customer satisfaction level by trying to understand more about their behaviors. However, one disadvantage of the current approaches is that they focus on the segmentation of customers into homogenous groups and they disregard examining the one-to-one relationship of each individual's behavior toward each product. Therefore, individual behavior cannot be captured in detail. Modeling individual behavior for each product enables several strategies of pricing by keeping the customer satisfaction at the maximum level. One example is offering a personal discount on a particular item to a customer who is price sensitive to that particular product. Therefore, you can still sell other products at the non-discounted level to this customer by keeping him satisfied. In this paper, individual pricing approach is discussed. The aim of this study is to develop a conceptual framework to analyze the feasibility of individual pricing. Customer behaviors can be modeled individually with respect to each product for a grocery store. Several factors can be used to determine these behaviors such as customer's need, brand loyalty and price sensitivity. Each customer can be modeled as an adaptive agent using qualitative descriptions of behaviors (i.e., highly price sensitive). Then, the overall shopping behavior can be simulated using a multi-agent Monte-Carlo simulation. It is expected that with this approach, retailers will be able to determine better strategies to obtain more profits, better sales and better customer satisfaction.

  6. Die Kundenzufriedenheit als wesentliche Erfolgskomponente für das Customer-Relationship-Management im Hochschulbereich

    Directory of Open Access Journals (Sweden)

    Frank Nockermann

    2013-11-01

    Full Text Available Purpose: Today, not enough importance is being attached to Customer Relationship Management (CRM in tertiary education. Often interest groups, such as current and former students (alumni or various business organisations, are not sufficiently involved in any kind of network, with the result that there is no chance of a partnership developing with universities regarding lifelong learning. The main purpose of the article is to reveal that customer satisfaction is a determining factor in CRM in tertiary education. Scientific aim: The main scientific aim is to reveal that the theory of customer satisfaction can be employed to the marketing concept in tertiary education in practice. Methodology/methods: After outlining the principal theories of customer satisfaction this thesis concentrates on the more practical aspects of the topic. The main theory is the traditional Confirmations/Disconfirmations-Paradigm. It explains the customer relationship as a dependent and as an independent variable. Findings: The most important result is that it is possible to transfer the theoretical considerations into a practical CRM-concept for the tertiary education. Conclusions: The keynote of the model of Customer Satisfaction is contagious into a feasible marketing concept of universities. The different theories are various significant for practice. The main task will be to get as much as possible relevant information about the expectations, the satisfaction and the reactions of the different interest groups of the tertiary education respectively universities. This information is the database for a successful networking and CRM.

  7. The Relationship Between Customer Satisfaction and Customer Loyalty in Online Environment

    OpenAIRE

    Leonata, Devi Rosana

    2015-01-01

    Many researches have already discussed about the relationship between customer satisfaction and customer loyalty. However, there is only few discussing about the relationship in online environment. Thus, this research is conducted to see whether there is significant relationship between customer satisfaction and customer loyalty in online environment as well as to know which best viewpoint that may describe the relationship. This research focuses on people who have done online transactions. ...

  8. The relevance of customer relationship management in the nigerian banking industry (A case study of intercontinental Bank Plc

    Directory of Open Access Journals (Sweden)

    Babatunde B. O.

    2010-12-01

    Full Text Available Customers relation management (CRM is an emerging customer innovation focused on growing customers profitably by knowing, caring and delivering value to the customers in a bid to enhance customer intimacy, increase quality service levels and enhance business penetration supported by technological capabilities.The objectives of the study is to find out the relevance of CRM in the industry and the extent of the concepts adopted. Also to determine the extent to which the CRM concept assist to build up competitive advantage overtime. In order to ascertain the fact in this research work secondary data were collected and regression model technique were adopted to analyze result both in quantitatively and descriptively format. Also, the finding revealed that more resources should be invested in technology and personnel training in order to get the best out of the customer relationship management (CRM. Recommendation were equally offered for banks aiming towards crafting a niche for themselves in the turbulent industry.

  9. Social Customer Relationship Management: Proposal for SCRM for an IT Services Company

    OpenAIRE

    Das, Malay

    2012-01-01

    This research paper explores the advances in the area of Social Customer Relationship Management (SCRM) and selectively applies the best practices to the case company, an IT services company based in Finland. An IT services company, being B2B by nature, has its unique needs and constraints as far as CRM is concerned and distinctly different require-ments when Social aspects are involved. The paper attempts to propose a workable oper-ating model to the case company, which already has a CRM sys...

  10. Customer Relationship Marketing (CRM) Practices in Danish Small BusinessesCustomer Relationship Marketing (CRM) Practices in Danish Small Businesses

    DEFF Research Database (Denmark)

    Kuada, John; Serles, Dorthe

    2006-01-01

    This paper examines the extent to which the adoption of CRM software packages is a pre-requisite of customer orientation strategies of small firms. This is done by conducting an empirical investigation into the internal determinants of CRM adoption behavior of 179 randomly selected small firms...... in the Northern Jutland region of Denmark. The results suggest that top managers in these firms endorse the strategic value of customer orientation to their businesses but do not consider CRM software packages as necessary for building strong relationships with their customers. This suggests that small firms may...... make their CRM adoption/rejection decisions on the basis of a trade-off between expected benefits from using the available CRM packages compared with alternative modes of achieving customer loyalty....

  11. Inventory Management and Its Effects on Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Mehfooz Ali

    2012-07-01

    Full Text Available This study examines how inventory management puts positive impact on customer satisfaction and how easily we can check the performance. It also helps retailers to put their inventories in proper order which tells them about demand and supply of their inventories. Proper inventory management system reduces the risk of short of inventories which reduce the cost of lost customers. The objective of the study is to minimize the risk of dissatisfaction of customers and found how to sustain customer satisfaction with the help of proper inventories system. This paper also outlines significant relationship between Customer needs, Quality with variable of prime interest. Poor association has been found between performance and customer satisfaction.

  12. New Factors Inducing Changes in the Retail Banking Customer Relationship Management (CRM and Their Exploration by the Fintech Industry

    Directory of Open Access Journals (Sweden)

    Kotarba Marcin

    2016-01-01

    Full Text Available Growing levels of regulation force financial institutions to change their business models toward lower risk levels, higher capital adequacy, service quality, and more stable revenue pools. In parallel with the regulatory changes, the banks are subject to pressure from accelerated technology development and social changes. These two factors influence the behavior of customers and induce changes in the customer relationship management (CRM. Taking the example of retail banking, the factors and their impacts are explained. Additionally, a view on the FinTech industry is presented, highlighting areas where traditional financial institutions are losing market share to technology-savvy and socially oriented new ventures with exceptional CRM capabilities. The conclusion contains proposed strategic actions that need to be undertaken in order to prepare the financial services industry for managing customer relationships in the increasingly technosocial environment.

  13. Impact of Customer Relationships on Brand Equity in Chinese Retail Banking

    DEFF Research Database (Denmark)

    Marinova, Svetla Trifonova; Cui, Jinhuan; Shiu, Eric

    of branding and relationship marketing, which are traditionally apart. The research findings provide bank managers with a comprehensive understanding of how customer relationships impact on the dimensions of brand equity, which will enable them in turn to design more effective marketing strategies to enhance...... issues. This study explores the associations between customer relationships and brand equity in the context of the Chinese banking system. A conceptual framework is proposed, in which the constructs of customer relationships including relationship closeness, relationship strength and relationship......Building strong brand equity is imperative in the highly competitive financial services sector. Despite tremendous interest in brand equity and relationship marketing, little conceptual development or empirical research has addressed whether relationships exist between these important marketing...

  14. Impact of Customer Relationships on Brand Equity in Chinese Retail Banking

    DEFF Research Database (Denmark)

    Marinova, Svetla Trifonova; Cui, Jinhuan; Shiu, Erik

    2013-01-01

    of branding and relationship marketing, which are traditionally apart. The research findings provide bank managers with a comprehensive understanding of how customer relationships impact on the dimensions of brand equity, which will enable them in turn to design more effective marketing strategies to enhance...... issues. This study explores the associations between customer relationships and brand equity in the context of the Chinese banking system. A conceptual framework is proposed, in which the constructs of customer relationships including relationship closeness, relationship strength and relationship......Building strong brand equity is imperative in the highly competitive financial services sector. Despite tremendous interest in brand equity and relationship marketing, little conceptual development or empirical research has addressed whether relationships exist between these important marketing...

  15. ADDING VALUE TO CUSTOMER RELATIONSHIP MANAGEMENT VIA SOCIAL MEDIA : CASE: WENZHOU WANDA CINEMA’S SINA WEIBO

    OpenAIRE

    Hu, Shuwei

    2013-01-01

    As a great invention, social media continues to play an important role of business world. Based on concepts of traditional Customer Relationship Management (CRM), customer value and service quality approach, this thesis briefly introduces social media to business and focus on Social CRM strategy. The aim of the thesis is to explore potential ways to add value to CRM through social media, and be generally on Sina Weibo by taking Wenzhou Wanda Cinema as the case company. Case study was cond...

  16. BUILDING A RELATIONSHIP WITH THE CUSTOMER: A CRM VERSUS A QM PERSPECTIVE

    Directory of Open Access Journals (Sweden)

    Sandru Ioana Maria Diana

    2009-05-01

    Full Text Available Customer relationship management (CRM and quality management (QM both define the customer as being the focus of all business activities. The question arises on how these two concepts work together. In the change defined environment, where getting ahead

  17. Using Customer Relationship Trajectories to Segment Customers and Predict Profitability

    OpenAIRE

    Mark Tanya; Niraj Rakesh; Dawar Niraj

    2007-01-01

    A central premise of relationship marketing theory is that economic benefits flow fromretaining customers. However, the early research focus on the duration of the relationship may obscure other important aspects of the interactions with the customer that drive profitability. Borrowing from the branding literature, where different types of customer relationships have been described (but not empirically examined), we study the patterns of business customers’ buying behavior, or trajectories th...

  18. Marketing implications of loyalty programs on customer relationship management within the airline industry

    Directory of Open Access Journals (Sweden)

    Karamata Ema

    2017-01-01

    Full Text Available One of the most remarkable tendencies on the market of airline services is that nowadays almost every airline company strive to build long-term relationships with customers/users of airline services through loyalty programs. The subject of the paper is to explore the role of Frequent Flyer Programs (FFPs in the scope of customer relationship management in airline industry and to determine whether affiliation to FFPs affects customers to buy tickets from the same airline carrier. For this purpose, an empirical analysis was conducted based on the data obtained from the survey conducted at the Belgrade airport Nikola Tesla, in September 2015. Hypothesis is formed in accordance with the stated aim of the work and was tested by using descriptive and graphical presentation as well as Chi-square statistical test. The results have shown that loyalty programs influence customers when choosing airlines, meaning that Frequent Flyer members tend to use air transportation services of airline carriers which are part of Frequent Flyer Program they belong to, whenever price and timing suit them. Furthermore, the chance of choosing the airline whose Frequent Flyer Program one is member of, increases proportionally to the length of membership and, more importantly, the number of flights that one has realized so far. Based on the tested hypothesis and observed preferences of the travelers, possible marketing implications of the results are pointed out in this article, as well as the analysis of the status and rating of our national airline according to surveyed passengers.

  19. A Systematic Knowledge Management Approach Using Object-Oriented Theory in Customer Complaint Management

    Directory of Open Access Journals (Sweden)

    Wusheng Zhang

    2010-12-01

    Full Text Available Research into the effectiveness of customer complaint management has attracted researchers, yet there has been little discussion on customer complaint management in the context of systematic knowledge management approach particularly in the domain of hotel industry. This paper aims to address such gap through the application of object-oriented theory for which the notation of unified modelling language has been adopted for the representation of the concepts, objects, relationships and vocabularies in the domain. The paper used data from forty seven hotel management staff and academics in hospitalitymanagement to investigate lessons learned and best practices in customer complaint management and knowledge management. By providing insights into the potential of a knowledge management approach using object oriented theory, this study advances our understanding on how a knowledge management approach can systematically support the management of hotel customer complaints.

  20. Peran E-crm (Electronic Customer Relationship Management) Dalam Meningkatkan Kualitas Pelayanan (Studi Pada Harris Hotel & Conventions Malang)

    OpenAIRE

    Ramadhan, Almira Bintang; Kusumawati, Andriani; Dewantara, Rizki Yudhi

    2016-01-01

    E-CRM (Electronic Customer Relationship Management) is one of business concepts and technology that supported by information systems to integrate all of business proccess that customer interacted. The most common E-CRM implementation in hotel industry is website. This research is to know the role of E-CRM to improve service quality, describe the implementation of E-CRM, understand the guest service procedure in, and to know the service quality through E-CRM in Harris Hotel & Conventions M...

  1. A study on important factors influencing customer relationship management: A case study of Mobile service provider

    Directory of Open Access Journals (Sweden)

    Naser Azad

    2013-04-01

    Full Text Available Customers are considered as essential assets in any organizations including mobile services. During the past few years, mobile industry is growing rapidly and the competitions among business owners increases steadily. In this paper, we present an empirical investigation to find important factors influencing customer relationship management. The proposed study of this paper designs a questionnaire and distributes it among 253 customers in mobile industry in city of Tehran, Iran. All questions are designed in Likert scale and Cronbach alpha is calculated as 0.816, which is relatively reliable value. There were 28 questions in this survey and the proposed study extracts five important factors including economic factors, communication skills, organizational resources, service capabilities and flexible market.

  2. Exploring the impact of customer relational benefit on relationship commitment in health service sectors.

    Science.gov (United States)

    Weng, Rhay-Hung; Huang, Jin-An; Huang, Ching-Yuan; Huang, Shih-Chang

    2010-01-01

    An increasing number of health service sectors have begun to implement relationship marketing to try to establish long-term relationship with customers. Customer relational benefit has been an important subject for relationship marketing researchers. This study was conducted to investigate how customer relational benefit might influence relationship commitment in health service sectors. The research used a questionnaire survey that retrieved a total number of 403 valid questionnaires. The data were collected by way of personal visits and investigations of outpatients in three regional hospitals in Taiwan. After the reliability and the validity of the questionnaire sample were examined, the data were verified by using hierarchical regression analysis. Results showed that confidence benefit constituted the most pronounced factor for hospital customers. Confidence benefit, social benefit, and special treatment benefit were perceived by customers as the key factors that have a positive influence on relationship commitment. In particular, customers placing greater emphasis on confidence benefit tended to be less willing to establish relationship commitment. When health service managers develop marketing strategies using customer relational benefit, they will still need to enhance customer confidence benefit as one of the main ways of achieving future improvements. In the event where health service managers seek to install resources for establishing and maintaining a good relationship commitment with customers, the crucial factors of social and special treatment benefits should not be ignored when seeking to enhance the customers' perception of confidence benefit.

  3. Customer trust as mediator in the creation of customer relationship intention

    Directory of Open Access Journals (Sweden)

    Dimyati Mohamad

    2018-03-01

    Full Text Available As in all service industries, banks need to be able to provide their customers with personalized services in order to ensure that they build and maintain long-term relationships which are mutually beneficial. As such, banks must adopt a relational marketing approach based on effective communication and the building of trust with the current customers instead of focusing on acquiring new customers. The current research provides insights into how banks can build trust and maintain their relations with existing customers by testing several predictors of customer trust and customer relationship intention. Thus, the purpose of this study is to examine economic content, resource content and social content as the predictors of trust and relationship intention, and trust as a predictor of relationship intention. In addition, this study also analyzes the role of trust in mediating among economic content, resource content, and social content as a predictor of relationship intention of state owned bank customers in East Java. The sample of the study is formed of 120 customers of three state-owned banks from East Java. The research variables consist of three exogenous variables: economic content, resource content, and social content. The endogenous variables are trust and relationship intention. The data was collected using a questionnaire with multiple items measured using Likert scales. The model was analyzed using SEM with AMOS version 18.0. The result shows that economic content, resource content and social content are positive and significant predictors of trust and relationship intention. The role of economic content, resource content, social content as direct predictors is higher than the mediating role of trust of state owned bank customers.

  4. Why participation works : the role of employee involvement in the implementation of the customer relationship management type of organizational change

    NARCIS (Netherlands)

    Bouma, J.T.

    2009-01-01

    This dissertation adds insights in two research areas: human resource management (HRM) and customer relationship management (CRM). In the HRM research area employees influencing organizations are usually described using the label participation. The CRM research area focuses on how to improve

  5. Customer Experience Management and Business Performance

    DEFF Research Database (Denmark)

    Grønholdt, Lars; Martensen, Anne; Jørgensen, Stig

    2014-01-01

    Purpose – The purpose of this paper is to examine how essential dimensions of customer experience management (CEM) drive business performance in Danish companies. Methodology/approach – An empirical study is conducted to investigate the relationships between seven CEM dimensions, differentiation...

  6. Collaborating to innovate : effects on customer knowledge management and performance

    OpenAIRE

    Fidel Criado, Pilar; Schlesinger, María Walesska; Cervera Taulet, Amparo

    2015-01-01

    Scholars regard customer knowledge management (CKM) as a strategic resource for businesses to improve innovation, facilitate the detection of new market opportunities, and support long-term customer relationship management. However, literature suffers from a lack of understanding of customer collaboration's role in the innovation process and innovation orientation in CKM. Accordingly, this paper tests a model examining how both variables act as antecedents of CKM. The model also explores CKM ...

  7. Marketing approach to the management of the relationship between customer and supplier in the market of engineering

    Directory of Open Access Journals (Sweden)

    Babenkova Anna V.

    2011-02-01

    Full Text Available Article is devoted to the development of models of marketing management relationship between customer and supplier in the market of engineering, which is based on the authors' proposal complex relationship marketing - Model 6C-6P. Author presents an algorithm for identifying consumer research their satisfaction with the relationship with the supplier. Considered a key element of management models and central part of the algorithm is a technique developed by the author satisfaction assessment relationship with the supplier, which allows to quantify the main characteristics of inter-firm relationships and gain an understanding of consumer expectations and grievances for the subsequent development of corrective measures to improve the quality of cooperation and as a result on improving the efficiency of the company's b2b market in the long term.

  8. The Role of Trust in Financial Customer-seller Relationships Before and After the Financial Crisis

    DEFF Research Database (Denmark)

    Hansen, Torben

    2014-01-01

    provider. Hence, as a direct managerial implication, financial service managers should consider investing additional resources in satisfying their customers in the after crisis era. In addition, it is suggested that managers should seek to rebuild the positive relationship between trust and loyalty......This study examines the role of trust in customer-seller relationships before and after the 2008 financial crisis. On the basis of two surveys comprising 1155 and 757 bank customers, respectively, it is shown that trust is less likely to mediate the relationship between satisfaction and loyalty...

  9. The Customer Interaction Process: Managing Customer, the Service Encounter and Service Recovery

    OpenAIRE

    TANASE, George Cosmin

    2013-01-01

    Service interactions are next to customer relationships one of the primary value processes of a service provider. Due to the fact that in service situations value is created via the throughput of the customer through the service production process, and this throughput is realized in service interactions, these interactions are one of the major value drivers of a service firms value. As one of a service providers primary value processes, the interaction process aims at managing the service int...

  10. CUSTOMER RELATIONSHIP MANAGEMENT ( CRM IN HOTEL INDUSTRY : A FRAMEWORK PROPOSAL ON THE RELATIONSHIP AMONG CRM DIMENSIONS, MARKETING CAPABILITIES, AND HOTEL PERFORMANCE

    Directory of Open Access Journals (Sweden)

    Abdul Alem Mohammed

    2012-01-01

    Full Text Available Customer relationship management (CRM has a growing popularity and is becoming one of the hottest academic and practical topics in the business field. In fact, due to the competitive environment, CRM is crucial and has become a niche for firm performance. However, there is limited research that reveals the relationship between CRM dimensions and hotel performance. Therefore this study is an attempt to provide a value conceptual model that explains the theoretical linkages existing between CRM dimensions and hotel performance. This study serves not only to clarify the relationship between CRM dimensions and hotel performance, but also to explain the mediation role of marketing capabilities in this relationship.

  11. The Dark Side of Customer Relationship Management in the Luxury Segment of the Hotel Industry

    OpenAIRE

    Jaipuria, Akshay

    2006-01-01

    Today, service organizations are shifting their focus from transactional exchange to relational exchange for developing mutually satisfying relationship with customers. Extended relationships are reported to have a significant impact on transaction cost and profitability, and customer lifetime value. Serving the customers, in true sense, is the need of the hour as the customer was, is and will remain the central focus of all organizational activities. The hotel industry, especially the luxury...

  12. Analisis Implementasi Customer Relationship Management dan Marketing Public Relations terhadap Nilai Pelanggan dan Dampaknya terhadap Loyalitas Pelanggan: Studi Kasus Grand Tropic Suites’ Hotel

    Directory of Open Access Journals (Sweden)

    Natalia Natalia

    2012-05-01

    Full Text Available The impact of the globalization resulted in the business world being colored by the increase of high competition. Because of that the perpetrators of the business must continue to maintain the continuity of his business and to try to look for the opportunity by making use of the superiority that was owned. One of the methods that could be followed was constructive the customer's loyalty by maintaining the available customer so as they were loyal and did not move to the other competitor. Therefore, it is important for the company to create the value of the superior for the customers. The case study was about Customer Relationship Management program (CRM and Marketing Public Relations (MPR that was carried out by Grand Tropic Suites’ Hotel to create the value of the superior of the customers where being expected with this superior value to be able to affect the customer to loyal to the Hotel. The aim of this research was to analyze the implementation of Customer Relationship Management programs (CRM and Marketing Public Relations (MPR towards the Perceived Value and it impact towards Customer Loyalty.

  13. Customer Relationship Management Systems - Why Many Large Companies Do Not Have Them?

    Science.gov (United States)

    Cunha, Manuela; Varajão, João; Santana, Daniela; Bentes, Isabel

    Today's information technologies are heavily embedded in the reality of organizations. Their role is essential not only at the level of internal processes optimization, but also the interaction between the company and its environment. In this context, the Customer Relationship Management (CRM) systems are powerful competitive tools in many different sectors of activity. Despite the undeniable importance of these systems, there are in practice, many large companies that do not use them. Supported by the results of a survey carried out in a sample of large enterprises, this paper seeks to answer to the research question "why many large companies do not have CRM systems".

  14. New Factors Inducing Changes in the Retail Banking Customer Relationship Management (CRM) and Their Exploration by the Fintech Industry

    OpenAIRE

    Kotarba Marcin

    2016-01-01

    Growing levels of regulation force financial institutions to change their business models toward lower risk levels, higher capital adequacy, service quality, and more stable revenue pools. In parallel with the regulatory changes, the banks are subject to pressure from accelerated technology development and social changes. These two factors influence the behavior of customers and induce changes in the customer relationship management (CRM). Taking the example of retail banking, the factors and...

  15. DEVELOPMENT OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM TO IMPROVE SERVICE QUALITY IN PT MANULIFE LIFE INSURANCE INDONESIA

    Directory of Open Access Journals (Sweden)

    Chriswanto Chriswanto

    2014-10-01

    Full Text Available Customer Relationship Management System (CRMS Development in order to improve service quality in PT. AJ. Manulife Indonesia is done by comprehending the performance model of the company and the factors that are affecting the company performance improvement and the quality of the decision to be taken by top management. System Dynamic is a method that can be used to stimulate complex systems. System Dynamics approach is expected to build a model of corporate performance that can be used to evaluate the quality of service to customers so that they can make decisions quickly and accurately. This study proves that the model is built with standard models used as changing targets and it can simulate a target quality of service to customers by delivering current and future achievement. Achievement in the future is influenced by the value of achievement of SLA, Response Time, and Defect, where the greater value of control, the greater value of the correction rate so that the GAP will be smaller. Correction rate which is determined in this study was 10%, 20%, and 30% of GAP (CB

  16. Customer Experience Management and Business Performance

    DEFF Research Database (Denmark)

    Grønholdt, Lars; Martensen, Anne Duhr; Jørgensen, Stig

    2015-01-01

    Purpose: – The purpose of this paper is to examine how essential dimensions of customer experience management (CEM) drive business performance in Danish companies. Design/methodology/approach: – An empirical study is conducted to investigate the relationships between seven CEM dimensions...... customer experience into their products and service enjoy measurable financial success. Research limitations/implications: – This study is limited to the seven identified CEM dimensions in Danish companies. Practical implications: – This study has clear implications in terms of identifying and measuring...

  17. Marketing and Customer Relationship Management for ONYOU Home Textiles Franchise Store in Hefei, China

    OpenAIRE

    Gu, Wanqing

    2014-01-01

    ONYOU bamboo fiber home textile franchise store is a small business located in Hefei City, Anhui Province, China. It has been running more than three years since ONYOU franchise store was set up on March 2010. It has gone through the good times and also tough times, there are still chal-lenges and threaths existing that this store needs to confront. In this thesis report, the marketing and customer relationship management suggestions has been designed for ONYOU franchise store and so...

  18. Risk management in customs control

    OpenAIRE

    Drobot, Elena; Klevleeva, Aziza

    2016-01-01

    The particularities of risk-management system implementation within customs control are discussed in the article. The authors single out the elements of risk-management system, evaluate effectiveness of risk-management in customs control. The main reasons for non-implementation of risk-management system in customs control are described, as well. Particular attention is paid to the benefits of customs risk management.

  19. Relationship marketing and customer loyalty:a customer service approach in nigerian companies. in nigerian companies

    Directory of Open Access Journals (Sweden)

    Olumoko,Tajudeen .A.

    2010-12-01

    Full Text Available This paper examines relationship marketing and customer loyalty from the approach of customer service-using some selected companies in Nigeria as a case study. The study clarifies the role of relationship marketing in customer services toward the achievement of customer loyalty via customer services among a sample of some selected companies in Nigeria. The study is a survey which uses a literature based research instrument [questionnaire] to measure the application of relationship marketing in customer services to achieve customer loyalty. Structured, close ended questions were used to collect primary data from the respondents. A six point likert scale ranging from “very high extent” to “no extent at all” was used to measure the level of the application of relationship marketing through customer services that aid customer loyalty. 2,400 respondents were selected based on convenience sampling method and stratified into the categories of Manufacturing, Service and Others, operating in Nigeria. Data were analyzed using descriptive statistics and chi-square analysis. The research instrument shared high reliability and validity. The major findings of the study were as follows: In Nigeria, there is significant relationship between relationship marketing practice in customer service operation and customer loyalty, relationship marketing can be used to increase sales through customer loyalty via effective customer services and that relationship marketing has positive effect on customer satisfaction and organizational profitability.

  20. Store manager performance and satisfaction: effects on store employee performance and satisfaction, store customer satisfaction, and store customer spending growth.

    Science.gov (United States)

    Netemeyer, Richard G; Maxham, James G; Lichtenstein, Donald R

    2010-05-01

    Based on emotional contagion theory and the value-profit chain literatures, the present study posits a number of hypotheses that show how managers in the small store, small number of employees retail context may affect store employees, customers, and potentially store performance. With data from 306 store managers, 1,615 store customer-contact employees, and 57,656 customers of a single retail chain, the authors examined relationships among store manager job satisfaction and job performance, store customer-contact employee job satisfaction and job performance, customer satisfaction with the retailer, and a customer-spending-based store performance metric (customer spending growth over a 2-year period). Via path analysis, several hypothesized direct and interaction relations among these constructs are supported. The results suggest implications for academic researchers and retail managers. PsycINFO Database Record (c) 2010 APA, all rights reserved.

  1. Managing customer service.

    Science.gov (United States)

    Paget, Zoe

    2015-02-28

    Zoe Paget is the customer services manager at YourVets. Her role includes managing the company's call centre, social media marketing, working with the marketing department to develop customer care initiatives and reporting service levels to the company's directors. British Veterinary Association.

  2. Developing Relationships with School Customers: The Role of Market Orientation

    Science.gov (United States)

    Poole, Sonja Martin

    2017-01-01

    Purpose: While the role of relationship marketing to consumers' overall satisfaction with schools has been discussed in the education management literature, empirical studies on the marketing mechanisms that underpin school-customer relationships are limited. The purpose of this paper is to establish the association between market orientation (MO)…

  3. IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT ON FACULTY

    OpenAIRE

    Kovačič, Goran

    2013-01-01

    Just as companies, non-profit educational institutions are in the market and have their customers. Their market is not a market from the commercial and business oriented organizations, and their customers are not customers as in the conventional, economic-market sense. Educational institutions are not in the market only to increase sales, but also for better communication with their customers, to increase customer satisfaction, as well as for the achievement of other, non-economic objectives....

  4. RISK MANAGEMENT IN CUSTOMS CONTROL

    Directory of Open Access Journals (Sweden)

    Elena Valerievna Drobot

    2017-06-01

    Full Text Available Customs administrations operating in the modern global economy are faced with a complex range of challenges. The prime responsibilities remain the collection of revenues and the protection of the society, but these demanding tasks must be performed effectively and efficiently, whilst at the same time facilitating the flow of legitimate goods. Risk management is a logical and systematic method of identifying, analyzing and managing risks. Risk management can be associated with any activity, function or process within the organization and will enable the organization to take advantage of opportunities and minimize potential losses. Minimization of the human factor in customs control through the implementation of non-intrusive inspection equipment can be very useful. The particularities of risk-management system (RMS implementation within customs control are discussed in the article. The authors single out the elements of the risk-management system, evaluate the effectiveness of risk-management in customs control. The main reasons for non-implementation of the risk-management system in customs control are described as well. The particular attention is paid to the benefits of customs risk management. The authors’ hypothesis is that risk management in customs control must find a balance between costs and benefits to address all risks equally. Criteria are needed to decide what constitutes an acceptable or unacceptable risk. Thus, system analysis and risk management system are the effective mechanisms for acceleration of customs clearance and improve the quality of customs control. As a conclusion, the authors give recommendations for the improvement of the effectiveness of risk management system in customs control.

  5. The Relationship between Customer Knowledge Management and Performance of Agricultural Product Innovation

    OpenAIRE

    Hu, Jia-jia

    2012-01-01

    This paper takes an overview of the CKM and the performance of agricultural product innovation from contents of agricultural product innovation and customer knowledge management (CKM), the relation between CKM and agricultural product innovation. On the basis of the overview, it builds the theoretical framework of CKM and agricultural product innovation. It points out that enterprises can satisfy demands of customers through acquisition, share, utilization and innovation of customer knowledge...

  6. The Effectiveness Of The Intelligence E-CRM Application In Enhancing Positive Customer Relationships

    Directory of Open Access Journals (Sweden)

    Bashar Ahmed

    2015-07-01

    Full Text Available AbstractE-CRM electronic customer relationship management is a derivation from CRM techniques which influenced direct marketing technology and call Centre to promote massively created products and services to small sub-segments of market. When CRM techniques are incorporated in e-commerce environment it becomes E-CRM which involves building a strong and sustainable customer relationship by using Internet. It is a strategy which is purely based on Internet and software development it requires to create essential integrated software suite to deal with all kinds of customer related issues like customer services sales and marketing field support. The essential parts of E-CRM are to focus on building new customer base segmentation of high valued customers enhancing the profitability of existing customer and maximize the value and life of profitable customers.

  7. Service Quality and the Mediating Effect of Corporate Image on the Relationship between Customer Satisfaction and Customer Loyalty in the Malaysian Hotel Industry

    Directory of Open Access Journals (Sweden)

    Boon-Liat Cheng

    2014-06-01

    Full Text Available Service quality is vital to the success of  any service organization. The rapid growth of the Malaysian hotel industry in the 2000’s forced hotel operators to seriously recognize the importance of service improvement in order to gain competitive advantage. This study aims to examine the impact of service quality on customer satisfaction, and how customer satisfaction subsequently affects customer loyalty in the hotel industry in Malaysia. This study also investigates the mediating effect of corporate image  on the  relationship between customer satisfaction and customer loyalty.  A systematic  sampling approach was adopted  to collect data through self-administered questionnaires from 500 hotel guests. Preliminary data analysis, descriptive analysis, reliability test and regression analysis were adopted to ana-lyze  the  reliability  of  items and the  hypothesized  relationships  in the  proposed  research model.  The findings revealed that perception of service quality is significantly related to customer satisfaction, which in turn generates positive customer loyalty in the hotel industry. Besides, corporate image is found to be a partial mediator in the relationship between customer satisfaction and customer loyalty. Overall, the find-ings of this study would help hotel operators to formulate and implement effective marketing manage-ment strategies to cope with the keen competition in the hotel service industry.

  8. STRATEGI CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS PELANGGAN

    Directory of Open Access Journals (Sweden)

    Sri Setyo Iriani

    2017-03-01

    Full Text Available Competition in the banking industry had rapidly gave freedom to our customers in determining the choice touse their services, so if the value received was not as expected, then the customers were easy to move to anotherbank, which was considered in accordance with their wishes. Thus, banks were implementing various strategies,both offensive and defensive oriented. Defensive strategy was oriented to maintain customers by buildingrelationships with customers so that customers will be loyal to the bank. This study aimed to examine the effectof customer relationship marketing strategy on customer loyalty of BNI and BCA in East Java. Total samplewas 210 clients, 105 clients each of BNI and BCA. Data was collected using interviews and questionnaires. Theresults showed that there was influence of customer relationship marketing strategy on customer loyalty of BNIand BCA, because each customer provided high ratings on all indicators of the bank’s CRM strategy in whichthey saved money. Trust was the most decisive for customers in a comprehensive evaluation of the closeness ofthe relationship with the bank. Furthermore, customers of both banks showed high behavioral loyalty to eachbank.

  9. Customer Value Customer Relationship And Its Effect On Reputation Of Courses In Jakarta

    Directory of Open Access Journals (Sweden)

    Miguna Astuti

    2015-08-01

    Full Text Available The primary problem leading to this study is the limited empirical knowledge on non-formal education SMBs or known more as courses in Indonesia and especially in Jakarta Province. This makes the adapted theories and their successful implementation difficult to developt. The paper implores three specific problems reputation of courses and the impact of customer value CV as well as customer relationship CR factors on it. The issued and endorsed General Agreement of Trade in Services GATS in 1995 followed by law No. 25 of 2005 issued by the government of Indonesia and the Presidential Degree No. 76 and 76 of 2007 established the non-formal education as one of the business fields open for investment without condition. Combined with the high population density in Jakarta and the 102.6 million people of school age population in Indonesia making courses as a very lucrative business and of high level competition. The specific goals and contributions of the research include 1 identifying customers perception on customer value of courses in Jakarta 2 identifying customers perception on customer relationship of courses in Jakarta 3 identifying customers perception on reputation of courses in Jakarta and 4 analyzing the effect of customer value and customer relationship on reputation of courses in Jakarta. The research methods used are explanatory and descriptive surveys using simple random sampling technique for pulling sample. The data collecting technique used are literature studies observations and questionnaires. The result of the collected data with the primary data source was received in form of number of sample of 135 respondents in this case were students of courses in Jakarta. The findings are 1 Customer value perceived as average by customer 2 Customer relationship perceived as average by customer while 3 Reputation perceived as above than average by customer 4 The path analysis showed that customer value and customer relationship together have

  10. Customer Relationship Malevolence: A Reflection on Accounting, Marketing and Customer Valuation

    Directory of Open Access Journals (Sweden)

    Kenneth Weir

    2014-10-01

    Full Text Available Ideas centring on knowing and understanding the customer have been core concerns of business since the 1960s. As a result, several attempts to understand the customer have been devised, leading to the generation of data collection systems and calculative technologies that try to provide numerical understanding of the customer, which now lies at the heart of contemporary customer management schemes. However, these technologies can produce several social consequences. This paper discusses valuation metrics used in customer management systems and outlines the negative issues that can result from widespread usage.

  11. CUSTOMER PERCEPTIONS REGARDING THE MARKETING TOOLS RELATIONSHIP

    Directory of Open Access Journals (Sweden)

    Jorne Ricardo Peiter

    2015-09-01

    Full Text Available Due to the increasing concern of the organizations with the constant developments and changes in business processes, especially with regard to the quality of its products and services, it became necessary to conduct studies on ways of approaching clients and prospecting for new customers. This practice gained paramount importance to add value to the organization, and increasingly understand the needs of customers through relationship marketing. This study aims to investigate the perception of customers regarding relationship marketing tools used by the company Souza Cruz AS. Therefore, we present the main concepts involving relationship marketing process and customer loyalty. The methodology used was divided into two stages, the first being exploratory and qualitative literature and the second is descriptive and quantitative literature. The sample of 50 clients of Souza Cruz. The results show that customers consider important the relationship with the company, which is proven by the average search attributes in communication / attendance of employees (4.35 in degree of importance, and 4.58 in satisfaction. In the synthesis of overall satisfaction, the mean degree of satisfaction given by the research sample is 3.98. This percentage was considered good, as close to the item content (grade 4. This result may be related to the work of relationship the company Souza Cruz has been performing with his team which seeks to constantly enhance its customers to build strong and lasting relationships. Keywords: Marketing. Relationship. Satisfaction. Customer. Tobacco.

  12. Customer Relationship Management on Social Media Affecting Brand Loyalty of Siam Commercial Bank in Bangkok

    OpenAIRE

    Charawee Butbumrung

    2017-01-01

    The purpose of this research was to study customer relationship management on social media affecting brand loyalty of Siam Commercial Bank in Bangkok. The statistics used in data analysis were frequency, mean, standard deviation, and Pearson's correlation coefficient based on social science statistic program. The result of the study found that the majority of the respondents were female, 37–47 years old of age, bachelor degree of education and monthly income between 10,001 and 15,000 Baht. In...

  13. Design of customer knowledge management system for Aglaonema Nursery in South Tangerang, Indonesia

    Science.gov (United States)

    Sugiarto, D.; Mardianto, I.; Dewayana, TS; Khadafi, M.

    2017-12-01

    The purpose of this paper is to describe the design of customer knowledge management system to support customer relationship management activities for an aglaonema nursery in South Tangerang, Indonesia. System. The steps were knowledge identification (knowledge about customer, knowledge from customer, knowledge for customer), knowledge capture, codification, analysis of system requirement and create use case and activity diagram. The result showed that some key knowledge were about supporting customer in plant care (know how) and types of aglaonema including with the prices (know what). That knowledge for customer then codified and shared in knowledge portal website integrated with social media. Knowledge about customer were about customers and their behaviour in purchasing aglaonema. Knowledge from customer were about feedback, favorite and customer experience. Codified knowledge were placed and shared using content management system based on wordpress.

  14. New trends in innovation and customer relationship management: a challenge for market researchers.

    OpenAIRE

    Maklan, Stan; Knox, Simon; Ryals, Lynette

    2008-01-01

    For decades, one of the key roles of market research has been to help companies forecast customer acceptance of innovation and of changes to the marketing mix (the 4Ps). However, traditional market research is in danger of being left behind by new practices in sales, marketing and R&D. Reflecting an increasingly participative approach to customer relationships, these disciplines are moving towards customer involvement and co-creation of value rather than innovation mainly ge...

  15. A STUDY ON THE FACTORS AFFECTING ADOPTION OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT INFORMATION SYSTEMS IN UGANDAN SMES

    Directory of Open Access Journals (Sweden)

    Charles OLUPOT

    2014-07-01

    Full Text Available The recent global recession has pushed businesses to search for means to efficiently and effectively manage their customers so as to remain competitive. This has led to the rise in the adoption and use of information technology in different business functions. These developments have yielded into the adoption of Electronic Customer Relationship Management (e-CM. However, as this technology sees more prominence the developed countries, many initiatives in developing countries have failed. This study was intended to examine the factors that affect the adoption of e-CRM in developing countries. A case study was conducted in Uganda, in which 150 Small and Medium-sized Enterprises (SMEs where purposively selected from 30 districts to participate in the study. A self administered questionnaire was used to collect data, which were then coded and analyzed using descriptive statistics. Although the findings indicate that e-CRM was very beneficial in promoting SMEs’ new products, marketing existing products, keeping their customers updated and sharing information, most SMEs faced challenges in adopting to the technology. The main challenges were highlighted as lack of knowledge about the e-CRM, lack of ICT skills, poor infrastructure, lack of top management support and resistance to change. The study gives some valuable recommendations for better adoption of e-CRM in SMEs.

  16. Information system success model for customer relationship management system in health promotion centers.

    Science.gov (United States)

    Choi, Wona; Rho, Mi Jung; Park, Jiyun; Kim, Kwang-Jum; Kwon, Young Dae; Choi, In Young

    2013-06-01

    Intensified competitiveness in the healthcare industry has increased the number of healthcare centers and propelled the introduction of customer relationship management (CRM) systems to meet diverse customer demands. This study aimed to develop the information system success model of the CRM system by investigating previously proposed indicators within the model. THE EVALUATION AREAS OF THE CRM SYSTEM INCLUDES THREE AREAS: the system characteristics area (system quality, information quality, and service quality), the user area (perceived usefulness and user satisfaction), and the performance area (personal performance and organizational performance). Detailed evaluation criteria of the three areas were developed, and its validity was verified by a survey administered to CRM system users in 13 nationwide health promotion centers. The survey data were analyzed by the structural equation modeling method, and the results confirmed that the model is feasible. Information quality and service quality showed a statistically significant relationship with perceived usefulness and user satisfaction. Consequently, the perceived usefulness and user satisfaction had significant influence on individual performance as well as an indirect influence on organizational performance. This study extends the research area on information success from general information systems to CRM systems in health promotion centers applying a previous information success model. This lays a foundation for evaluating health promotion center systems and provides a useful guide for successful implementation of hospital CRM systems.

  17. Information System Success Model for Customer Relationship Management System in Health Promotion Centers

    Science.gov (United States)

    Choi, Wona; Rho, Mi Jung; Park, Jiyun; Kim, Kwang-Jum; Kwon, Young Dae

    2013-01-01

    Objectives Intensified competitiveness in the healthcare industry has increased the number of healthcare centers and propelled the introduction of customer relationship management (CRM) systems to meet diverse customer demands. This study aimed to develop the information system success model of the CRM system by investigating previously proposed indicators within the model. Methods The evaluation areas of the CRM system includes three areas: the system characteristics area (system quality, information quality, and service quality), the user area (perceived usefulness and user satisfaction), and the performance area (personal performance and organizational performance). Detailed evaluation criteria of the three areas were developed, and its validity was verified by a survey administered to CRM system users in 13 nationwide health promotion centers. The survey data were analyzed by the structural equation modeling method, and the results confirmed that the model is feasible. Results Information quality and service quality showed a statistically significant relationship with perceived usefulness and user satisfaction. Consequently, the perceived usefulness and user satisfaction had significant influence on individual performance as well as an indirect influence on organizational performance. Conclusions This study extends the research area on information success from general information systems to CRM systems in health promotion centers applying a previous information success model. This lays a foundation for evaluating health promotion center systems and provides a useful guide for successful implementation of hospital CRM systems. PMID:23882416

  18. CREATING CUSTOMER RELATIONSHIP MANAGEMENT BASED ON ISLAMIC VALUES: A CASE STUDY OF PT. BANK MUAMALAT INDONESIA TBK

    Directory of Open Access Journals (Sweden)

    Nuralam I.P.

    2016-10-01

    Full Text Available This research aims to provide an overview of the implementation of Customer Relationship Management (CRM based on Islamic values on PT. Bank Muamalat Indonesia TBK as the first sharia bank in Indonesia. It is also reviewed the current status of CRM at BMI and; the challenges and problems facing BMI and developing CRM strategy. Moreover, it explores the nature of CRM in context of business organisation and offers a religious perspective pertaining to organisation and management. The key successful of CRM is founded on trust, commitment, shared goals, and mutual benefits, while people, process, values, and images are the key principles of CRM. According to the key of successful and the key principles of CRM, the organisation can create strategic relationship implementation. Thus structure, staff, style, systems, and schemes are the 5-core elements of strategic CRM. The author will explore on those core elements what will be influenced by Islamic values extensively to make Excellent Customer Service. In fact, BMI has been applying good CRM where Islamic values can be seen on how the employees interact with the customers. The implementation of Islamic values create unique atmosphere of business activities and make it differs than other banks. However, some challenges are faced by BMI in system, cultural, staff, and networks issue. Nevertheless, the recommendations have been taken for this research is presented as the positive feedback of development.

  19. How customer relationship management influences making better decisions

    Directory of Open Access Journals (Sweden)

    Fatemeh Izadi Manesh

    2013-11-01

    Full Text Available Customers are the primary sources of making appropriate decisions and their feedbacks normally help us improve the quality of systems. In this paper, we present an empirical study to detect important factors influencing managers of banking industry make better decisions. The proposed study designs a questionnaire in Likert scale consists of 32 questions, distributes it among some bank managers. Cronbach alpha is calculated as 0.805. In addition, Kaiser-Meyer-Olkin Measure of Sampling Adequacy and Approx. Chi-Square are 0.701 and 1675, respectively. Based on the results of our survey, we have derived nine factors including customers’ welfare strategy, systems integration, organizational culture assessment, corporate strategies, organizational development, intelligence data strategies, supporting strategies, resource planning as well as research and development.

  20. Developing an Integrated Model to Support Effective Customer Relationships Management Implementation within the Private Sector of the Kingdom of Saudi Arabia

    OpenAIRE

    Sanad, Ahmed Abdullah

    2012-01-01

    A successful Customer Relationships Management (CRM) implementation helps organisations to obtain competitive advantages over others by improving customer satisfaction and loyalty, increasing revenue and reducing operating costs. Effective CRM implementation has become more and more important owing to the huge percentage of failures that occur. This year, organisations are expected to spend about $13billion on implementing CRM. While a significant amount of research has been conducted into CR...

  1. A Study of Customer Relationship Management Practices in Madhya Pradesh State Tourism Services

    Directory of Open Access Journals (Sweden)

    Dharmendra MEHTA

    2010-05-01

    Full Text Available The state-owned undertakings in India have been catering to the needs of people in various forms. Madhya Pradesh (MP is no exception to it. To promote tourism in the state and serve people with various offerings, Government of MP launched Madhya Pradesh State Tourism Development Corporation (MPSTDC. It started with hotels and resorts at various tourist spots in MP. It got tied up with many allied agencies for promoting tourism in the state. In 1995, the new tourism policy was launched to serve customers with add-on benefits. Later, they launched airconditioned luxury buses for tourists and other passengers. People gave warm response to this service. These bus services were considered to be punctual and customer service oriented. The objective was to serve the people with high level of comfort and safety. The corporation has achieved this objective to a large extent. The research study is an attempt to determine the factors that constitute the base of customer relationship management (CRM with respect to MP Tourism services. The study was conducted on 250 passengers using MP Tourism bus services. Comparison between MPSTDC-owned bus services and private operator services of the same category was done to measure their performance. The passengers’ point of view was received and effectiveness of MP Tourism bus services was determined on various parameters.

  2. Relationship intention amongst clothing retail customers: An exploratory study

    Directory of Open Access Journals (Sweden)

    Stefanie W. Kuhn

    2015-08-01

    Full Text Available Orientation: Increasing competition has resulted in clothing retailers placing more emphasis on expensive relationship marketing tactics to retain customers. The retailers often use customers’ loyalty programme membership and the duration of their support to identify and target them in relationship-building efforts. Research purpose: This study determines the viability of relationship intention by measuring and categorising clothing customers according to their relationship intentions. The study also explores the duration of customer support for a clothing retailer, membership of their loyalty programme and the relationship thereof with customers’ relationship intentions towards that retailer. Motivation for the study: Relationship building efforts would be better directed at customers with relationship intentions. Research design, approach and method: Quantitative in nature, this study followed a descriptive research design and used an interviewer-administered survey to collect data from 511 clothing retail customers residing in the greater Pretoria metropolitan area. Main findings: Clothing retailers can effectively determine and categorise customers according to their relationship intentions. The duration customers have supported a clothing retailer and its loyalty programme has no relationship with their relationship intentions. Practical/Managerial implications: Clothing retailers should focus their relationship building on customers with relationship intentions, as they are more likely to respond favourably. They are more likely to be retained by the clothing retailer and provide a return on investment. Contribution/value-add: This study gives clothing retailers a reliable and valid measuring instrument that can be used to identify customers with relationship intentions, rather than relying on the duration of the customers’ support and their loyalty programme membership.

  3. Quality evaluation in health care services based on customer-provider relationships.

    Science.gov (United States)

    Eiriz, Vasco; Figueiredo, José António

    2005-01-01

    To develop a framework for evaluating the quality of Portuguese health care organisations based on the relationship between customers and providers, to define key variables related to the quality of health care services based on a review of the available literature, and to establish a conceptual framework in order to test the framework and variables empirically. Systematic review of the literature. Health care services quality should not be evaluated exclusively by customers. Given the complexity, ambiguity and heterogeneity of health care services, the authors develop a framework for health care evaluation based on the relationship between customers (patients, their relatives and citizens) and providers (managers, doctors, other technical staff and non-technical staff), and considering four quality items (customer service orientation, financial performance, logistical functionality and level of staff competence). This article identifies important changes in the Portuguese health care industry, such as the ownership of health care providers. At the same time, customers are changing their attitudes towards health care, becoming much more concerned and demanding of health services. These changes are forcing Portuguese private and public health care organisations to develop more marketing-oriented services. This article recognises the importance of quality evaluation of health care services as a means of increasing customer satisfaction and organisational efficiency, and develops a framework for health care evaluation based on the relationship between customers and providers.

  4. Analisis Fitur E-commerce Berdasarkan Conceptual Model of Customer Knowledge Management (Ckm)

    OpenAIRE

    Wijaya, Sidiq Wahyu Surya; Utami, Ema; Arief, M. Rudyanto

    2012-01-01

    Pesatnya persaingan e-commerce di dunia maya, membuat Perusahaan harus mulai memikirkan strategi agar bisa memenangkan persaingan. Salah satu strategi yang bisa diterapkan adalah dengan mengoptimalkan fitur yang tersedia pada e-commerce. Konsep Customer Knowledge Management (CKM) bisa dijadikan sebagai solusi alternatif untuk mengoptimalkan fitur e-commerce, karena CKM merupakan gabungan antara konsep Customer Relationship Management (CRM) dan Knowledge Management (KM). Makalah ini memaparkan...

  5. ANALISIS FITUR E-COMMERCE BERDASARKAN CONCEPTUAL MODEL OF CUSTOMER KNOWLEDGE MANAGEMENT (CKM)

    OpenAIRE

    Wijaya, Sidiq Wahyu Surya; Utami, Ema; Arief, M. Rudyanto

    2013-01-01

    Pesatnya persaingan e-commerce di dunia maya, membuat perusahaan harus mulai memikirkan strategi agar bisa memenangkan persaingan. Salah satu strategi yang bisa diterapkan adalah dengan mengoptimalkan fitur yang tersedia pada e-commerce. Konsep Customer Knowledge Management (CKM) bisa dijadikan sebagai solusi alternatif untuk mengoptimalkan fitur e-commerce, karena CKM merupakan gabungan antara konsep Customer Relationship Management (CRM) dan Knowledge Management (KM). Makalah ini memaparkan...

  6. Relationship Marketing Through the Prism of Customer Loyalty

    OpenAIRE

    Bivainis, Juozas

    2011-01-01

    The paper sistemically analyzes two complex phenomena relevant to practice and science – mixture of relationship marketing and customer loyalty. The following fundamental aspects of these phenomena were analyzed: the historical context of relationship marketing and customer loyalty, content of relationship marketing at strategic and tactical levels, the most popular features of relationship marketing strategies, specifics of loyalty status change, the place of customer loyalty programs in mar...

  7. Centralization of Authority, Market Orientation, and Customer Relationship Management in the Banking Sector: A Study in India

    Directory of Open Access Journals (Sweden)

    Jose VARGHESE

    2017-06-01

    Full Text Available Buyer-seller exchange relationship in the personal selling context is a topic of great interest in the financial services sector. In today’s highly competitive scenario where market offers are largely homogenous, an organization’s relationship orientation is found to have a significant impact on the extent to which relationships are developed between salespeople and the customers. Customer oriented selling approach benefits both the salesperson and the organization since it has got positive associations with customer relationships. The strength of the relationship between market orientation and salesperson’s customer orientation can, however, be affected by the organization’s decision to regulate authority. This paper attempts to understand the influence organization’s regulation of authority on orientation at an individual and organizational level in the financial services industry.

  8. The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

    Directory of Open Access Journals (Sweden)

    Ngo Vu Minh

    2016-06-01

    Full Text Available This study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Increasingly intense competitiveness and fundamental changes in the business environment nowadays are forcing firms to implement a customer-focused strategy which raises the importance of customer-related constructs such as customer satisfaction, service quality, and customer loyalty in explaining a firm’s performance. In particular, they are essential for competitiveness in industries where the exchanges are complex and customers are closely involved in the decision-making process, such as the banking industry. In this study, first, a research model about the interrelationships between service quality, customer satisfaction, and customer loyalty is suggested. Then a survey is conducted with retail banking customers about these constructs, which results in 261 valid respondents. The hypotheses are then proposed and tested using confirmatory factor analysis (CFA and the structural equation modelling technique (SME. The analysis reveals that service quality and customer satisfaction are important antecedents of customer loyalty and customer satisfaction mediates the effects of service quality on customer loyalty. These findings suggest that there are non-linear relationships between three constructs and emphasize the need to treat customer loyalty management as a process which includes plenty of factors interacting with each other.

  9. The Relationship between Earned Value Management Metrics and Customer Satisfaction

    Science.gov (United States)

    Plumer, David R.

    2010-01-01

    Information Technology (IT) products have a high rate of failure. Only 25% of IT projects were completed within budget and schedule, and 15% of completed projects were not operational. Researchers have not investigated the success of project management systems from the perspective of customer satisfaction. In this quantitative study, levels of…

  10. Managing Business-to-Business Relationships throughout the E-Commerce Procurement Life Cycle.

    Science.gov (United States)

    Archer, Norm; Yuan, Yufei

    2000-01-01

    Since the core of e-commerce is information and communications, support for managing customer relationships is available to those who know how to use it. Discusses how technology can be used to encourage and facilitate customer-business relationships. Shows through a customer relationship life cycle model how the management of related procurement…

  11. Sailor Relationship Management: The Use of Customer Relationship Management in Sailor Morale and Retention

    National Research Council Canada - National Science Library

    Gillenson, Mark

    2002-01-01

    .... An even newer concept, Employee Relationship Management (ERM), seeks to turn the lessons learned from CRM inwards to a company's own employees, not to sell them something but to develop a closer, more personalized relationship...

  12. Customer Retention & Customer Relationship Marketing: Strategi Pemasaran Yang Potensial

    OpenAIRE

    Aprilia, Ariesya

    2004-01-01

    The traditional marketing approach advocates the marketing mix principles and the quest for market share dominance through mass marketing techniques and a focus on new customer acquisition. This approach has guided managers for decades in planning in implementing their marketing strategies. But nowadays, traditional approach has been changed by customer retention. Customer retention, in the traditional marketing approach, is however seen as the 'end' rather than the means to delivering long-t...

  13. Decision Support System and Customer Relationship Management as Components of the Cybernetic System Enterprise

    Directory of Open Access Journals (Sweden)

    Ruxandra MISDOLEA

    2010-01-01

    Full Text Available This study analyzes the role played by the information system and its component, the software system, in a larger system - the Enterprise. In this context, the paper focuses on the structure of Decision Support System and Customer Relationship Management and their benefits in the functioning of the global system, by examining the conditions of implementation of these tools in the organization. We will show that used independently these tools offer reduced services, but when interconnected, they become a very powerful tool for command and control. Viability, evolution and autonomy requested by users for their information system are obtained more easily by a systemic-cybernetic approach to the Enterprise.

  14. Customer Clustering Based on Customer Purchasing Sequence Data

    OpenAIRE

    Yen-Chung Liu; Yen-Liang Chen

    2017-01-01

    Customer clustering has become a priority for enterprises because of the importance of customer relationship management. Customer clustering can improve understanding of the composition and characteristics of customers, thereby enabling the creation of appropriate marketing strategies for each customer group. Previously, different customer clustering approaches have been proposed according to data type, namely customer profile data, customer value data, customer transaction data, and customer...

  15. Relationship Quality as Predictor of B2B Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Shaimaa S. B. Ahmed Doma

    2013-02-01

    Full Text Available Relationship marketing has become extremely important recently due to the fierce competition in today's marketplace. Companies are required to build long-term profitable relationship with customers and to achieve customer loyalty. Also, switching behaviors frequently occur among most of targeted customers. Fewer studies, however, discuss the effects of relationship quality efforts on customer loyalty. Therefore, this study is aimed to investigate the impact of relationship quality on customer loyalty in B2B context in the Egyptian shipping services sector. Building on prior research, we propose relationship quality as a higher construct comprising trust, commitment and satisfaction. An analytical model is developed as a guideline to test the relationships between relationship quality dimensions and customer loyalty.

  16. Feasibility of Cloud Services for Customer Relationship Management in Small Business : A Drupal Approach towards Software as a Service

    OpenAIRE

    Sun, Liang

    2012-01-01

    Information has value. All kinds of business should have information systems for business growth. Software is used for business management and entrepreneurship resource planning worldwide. However, its shortages turn out to be more and more obvious in recent years. Software as a Service (SaaS) is thus regarded as one serious alternative of software. Customer Relationship Management (CRM) is of vital importance in today’s business. SaaS adoption for CRM then becomes a trend in Small and Medium...

  17. Customer-centered brand management.

    Science.gov (United States)

    Rust, Roland T; Zeithaml, Valarie A; Lemon, Katherine N

    2004-09-01

    Most executives today agree that their efforts should be focused on growing the lifetime value of their customers. Yet few companies have come to terms with the implications of that idea for their marketing management. Oldsmobile, for example, enjoyed outstanding brand equity with many customers through the 1980s. But as the century wore further on, the people who loved the Olds got downright old. So why did General Motors spend so many years and so much money trying to reposition and refurbish the tired,tarnished brand? Why didn't GM managers instead move younger buyers along a path of less resistance, toward another of the brands in GM's stable--or even launch a wholly new brand geared to their tastes? Catering to new customers, even at the expense of the brand, would surely have been the path to profits. The reason, argue the authors, is that in large consumer-goods companies like General Motors, brands are the raison d'etre. They are the focus of decision making and the basis of accountability. But this overwhelming focus on growing brand equity is inconsistent with the goal of growing customer equity. Drawing on a wide range of current examples, the authors offer seven tactics that will put brands in the service of growing customer equity. These include replacing traditional brand managers with a new position--the customer segment manager; targeting brands to as narrow an audience as possible; developing the capability and the mind-set to hand off customers from one brand to another within the company; and changing the way brand equity is measured by basing calculations on individual, rather than average, customer data.

  18. The Relationship Quality Effect on Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Vilte Auruskeviciene

    2010-06-01

    Full Text Available Este estudio tiene como objetivo la identificación de los elementos constitutivos de la calidad de relación que permite a las empresas oferentes de servicios profesionales establecer relaciones a largo plazo con sus clientes y fortalecer la lealtad de los mismos.El marco teórico sobre el que se ha formulado la identificación de dichos elementos y de la interrelación inherente a la lealtad del cliente ha sido contrastado empíricamente sobre una muestra de 74 directivos de empresas lituanas compradoras de servicios relacionados con las tecnologías de la información. Los resultados sugieren que las variables "calidad funcional", "confianza" y "compromiso" tienen un efecto significativo sobre la lealtad del cliente de servicios de tecnologías de la información. La calidad funcional es el elemento más importante a la hora de construir relaciones a largo plazo con clientes en el mercado de servicios profesionales.This study aims to identify the dimensions of relationship quality that enables professional services companies to establish long-term relations with their clients and fosters the loyalty of the client. The theoretical framework of relationship quality dimensions and customer loyalty interrelationship in a sample of 74 Lithuanian companies' managers buying IT service has been empirically tested. The findings suggest that the three variables (functional quality, trust, and commitment have a significant effect on IT services customer loyalty. Functional quality construct is the most important in building long-term relationship with customers in a professional services market.

  19. The Theory and Practice of Customer Loyalty Management and Customer Focus in the Enterprise Activity

    OpenAIRE

    Kiseleva, Elena M.; Nekrasova, Marina L.; Mayorova, Marina A.; Rudenko, Marina N.; Kankhva, Vadim S.

    2016-01-01

    Nowadays in Companies paid much attention to client relationship management. In modern conditions there is an unclear distinction between the terms “customer loyalty” and “brand loyalty”. They were developed at different times and within different concepts: the term “brand loyalty” was coined in the early 20-ies in the United States and was developed in the framework of the branding concept, and the term “customer loyalty” began to develop actively in the 80 -e years. Currently, brand loyalty...

  20. MEASURING THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN THE UAE HOTEL INDUSTRY PERSPECTIVE

    OpenAIRE

    Hassan Abbas Dost Mohamad; Mohd Shukri Ab Yazid; Ali Khatibi; S. M. Ferdous Azam

    2017-01-01

    Customer satisfaction is important to evaluate why hotels succeed or fail, and why do hotels have varying levels of performance. It seems that hotels that provide higher service quality do have higher levels of performance that confirms a higher number of satisfied customers. If it impacts the organization's performance, then it is important to know the relationship between customer satisfaction and customer loyalty. This study has investigated the relationship between customer satisfaction a...

  1. Suitability of customer relationship management systems for the management of study participants in biomedical research.

    Science.gov (United States)

    Schwanke, J; Rienhoff, O; Schulze, T G; Nussbeck, S Y

    2013-01-01

    Longitudinal biomedical research projects study patients or participants over a course of time. No IT solution is known that can manage study participants, enhance quality of data, support re-contacting of participants, plan study visits, and keep track of informed consent procedures and recruitments that may be subject to change over time. In business settings management of personal is one of the major aspects of customer relationship management systems (CRMS). To evaluate whether CRMS are suitable IT solutions for study participant management in biomedical research. Three boards of experts in the field of biomedical research were consulted to get an insight into recent IT developments regarding study participant management systems (SPMS). Subsequently, a requirements analysis was performed with stakeholders of a major biomedical research project. The successive suitability evaluation was based on the comparison of the identified requirements with the features of six CRMS. Independently of each other, the interviewed expert boards confirmed that there is no generic IT solution for the management of participants. Sixty-four requirements were identified and prioritized in a requirements analysis. The best CRMS was able to fulfill forty-two of these requirements. The non-fulfilled requirements demand an adaption of the CRMS, consuming time and resources, reducing the update compatibility, the system's suitability, and the security of the CRMS. A specific solution for the SPMS is favored instead of a generic and commercially-oriented CRMS. Therefore, the development of a small and specific SPMS solution was commenced and is currently on the way to completion.

  2. The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals.

    Science.gov (United States)

    Yaghoubi, Maryam; Asgari, Hamed; Javadi, Marzieh

    2017-01-01

    One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan (in Iran). This study is a correlation descriptive research. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Data collection tool is a researcher-made questionnaire of CRM and its effects (organizational productivity, customer loyalty, satisfaction and trust) which its validity and reliability has been confirmed by researchers. Structural equation method was used to determine the impact of variables. Data analysis method was structural equation modeling and the software used was SPSS version 16 (IBM, SPSS, 2007 Microsoft Corp., Bristol, UK) and AMOS version 18 (IBM, SPSS, 2010 Microsoft Corp, Bristol, UK). Among the dimensions of CRM, diversification had the highest impact (0.83) and customer acquisition had the lowest (0.57) CRM, had the lowest impact on productivity (0.59) and the highest effect on customer satisfaction (0.83). For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty.

  3. Maintaining Customer Loyalty : Case company: Industrail Securities Ltd (China)

    OpenAIRE

    Zhang, Wenqing

    2010-01-01

    The purpose of this thesis is to investigate how customer relationship management can be applied in maintaining customer loyalty. The study will assist the case company to find the way to develop a long-term relationship with existing customers. The better relationship with customers, the higher customer loyalty will be obtained. The theoretical background of the thesis begins with general view of customer relationship management, which embodies the concept of managing customer relations...

  4. Efektivitas Loyalty Program dalam Customer Relationship Management terhadap Kepuasan dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi dalam Pelaksanaan Loyalty Program “Im3@School Community” pada PT Indosat Tbk. Kantor Cabang Malang

    Directory of Open Access Journals (Sweden)

    Hesti Kartika Sari

    2013-12-01

    Full Text Available Abstract: The objective of this research is to analyze the influence of Loyalty Program in Customer Relationship Management (CRM toward satisfaction and loyalty of PT Indosat Tbk. Malang Branch costumers. Loyalty Program is one of the customer retention’s strategies from PT Indosat Tbk. that belongs to development and application process of Customer Relationship Management (CRM. Dealing with that, a corporate could design a Loyalty Program that appropriate with their customers. This program will be very helpful for corporate to increase their customers’ satisfaction, and loyalty, and also to keep their customers influenced by others competitor’s offered. The data in this research analyzed by using linier regression analysis and the result of analysis shows that there are significant influence of Loyalty Program in Customer Relationship Management (CRM toward costumer satisfaction and customer loyalty of PT Indosat Tbk. Malang Branch; and there are significant influence of satisfaction toward loyalty of PT Indosat Tbk. Malang Branch customers. Indeed, to produce loyal customer there is a need of strategy and has done by PT Indosat Tbk. through application of Customer Relationship Management with the highlight in Loyalty Program. This strategy proved could increase corporate business performs by increasing customer satisfaction and in the end could make the loyalty grow in them.

  5. Pengaruh Customer Relationship Marketing Dan Nilai Nasabah Terhadap Loyalitas Nasabah (Studi Kasus: Pada PT Bank Muamalat Cabang Jambi) the Effect of Customer Relationship Marketing and Customer Value to Customer Loyalty (Case Study: Muamalat Bank Ja

    OpenAIRE

    Harun, Harniza

    2011-01-01

    This study analyzes of the effect of customer relationship marketing  and customer value to customer loyalty. The object of this study is the Jambi branch of Bank Muamalat Indonesia. Research problem refers to the phenomenon of the business to the criticism and suggestions received from the ministry of consumer behavior refers to rumsan problem How to Influence Customer relationship marketing on customer loyalty. The research objective was formulated to seek answers to the flow that affect cu...

  6. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

    Verhoef, Peter C.; Reinartz, Werner J.; Krafft, Manfred

    Since 2000, customer management (CM) research has evolved and has had a significant impact on the marketing discipline. In an increasingly networked society where customers can interact easily with other customers and firms through social networks and other new media, the authors propose that

  7. Relationship Marketing and Customer Satisfaction: A Conceptual Perspective

    OpenAIRE

    Deborah O. Aka; Oladele J. Kehinde; Olaleke O. Ogunnaike

    2016-01-01

    This article examined the existing body of literature on transaction and relationship marketing. The specific objectives were to develop a conceptual framework to establish the relationship between relationship marketing and customer satisfaction and to examine the components of relationship marketing on the present ever dynamic world of business. The study identified relationship marketing variables and their impact on customer satisfaction. The framework aimed to provide insights into the s...

  8. RELATIONSHIP AMONG CORPORATE IMAGE, INTANGIBLE PERCEIVED QUALITY, CHOOSING, HABIT AND CUSTOMER LOYALTY

    Directory of Open Access Journals (Sweden)

    Maryam REHMAN

    2012-01-01

    Full Text Available This study explores relationships among Corporate Image, Intangible Perceived Quality, Choosing, Habit and Customer Loyalty and investigates the pivotal role these variables play in establishing and maintaining healthy base of loyal customers. Data were collected from Pakistani bank account holders and the empirical findings showed that corporate image plays the most important role in establishing and maintaining customer loyalty in the markets. Organizations always look forward to long lasting success. In order to be successful in the long run, they need to keep abreast with all of their stakeholders. Out of the stakeholders, customers are considered to be the most important one. Customer Loyalty is a psychological motive which today’s managers are considerate about. This study concludes that long-term success and sustainable reputation of an organization depends on customer loyalty.

  9. The impact of relationship marketing on customer loyalty enhancement (Case study: Kerman Iran insurance company)

    OpenAIRE

    Abdolaziz Abtin; Mostafa Pouramiri

    2016-01-01

    Nowadays, only those tradings that just focus on the effectiveness of the marketing mix elements can shift their direction towards relationship marketing and establishing effective relationship management with customers. In today's competitive world, customers are in the center of companies’ attention and their satisfaction is the main factor in gaining competitive advantage. The fundamental prerequisite for achieving customers’ satisfaction is to fully meet or exceed their needs, wants, desi...

  10. Empirical Study on the Relationships of Internet Banking Quality, Customer Value, and Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Umbas KRISNANTO

    2017-06-01

    Full Text Available The purpose of this conducted study was to test the direct and indirect effects of internet banking quality and customer value to customer satisfaction. This study uses descriptive analysis and multiple regression analysis to examine these relationships. The study is based on a survey conducted with respondents who use internet banking in their day-to-day activities, and all questionnaire items are deemed valid and reliable. For data analysis, the descriptive analysis for the indicators, dimensions, and variables proved to be in a good category. Research findings and implications of the regression analysis show that internet banking quality and customer value had a greater direct impact on customer satisfaction, rather the partial relationships of these variables to satisfaction. In the partial relationships, customer value has a higher influence on customer satisfaction, than internet banking quality. As a research recommendation, banks should provide a more humanistic internet banking service for better consumer satisfaction. A major research limitation of the study is that it does not measure service quality of internet banking, and only focuses on customers of internet banking use of one single bank. The originality of this research relies on the insights of internet banking quality leading to customer satisfaction and increasing the value of a bank to its main target markets.

  11. The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals

    Science.gov (United States)

    Yaghoubi, Maryam; Asgari, Hamed; Javadi, Marzieh

    2017-01-01

    Context: One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan (in Iran). Materials and Methods: This study is a correlation descriptive research. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Data collection tool is a researcher-made questionnaire of CRM and its effects (organizational productivity, customer loyalty, satisfaction and trust) which its validity and reliability has been confirmed by researchers. Structural equation method was used to determine the impact of variables. Data analysis method was structural equation modeling and the software used was SPSS version 16 (IBM, SPSS, 2007 Microsoft Corp., Bristol, UK) and AMOS version 18 (IBM, SPSS, 2010 Microsoft Corp, Bristol, UK). Results: Among the dimensions of CRM, diversification had the highest impact (0.83) and customer acquisition had the lowest (0.57) CRM, had the lowest impact on productivity (0.59) and the highest effect on customer satisfaction (0.83). Conclusions: For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty. PMID:28546971

  12. Efektivitas Loyalty Program dalam Customer Relationship Management terhadap Kepuasan dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi dalam Pelaksanaan Loyalty Program “Im3@School Community†pada PT Indosat Tbk. Kantor Cabang Malang)

    OpenAIRE

    Hesti Kartika Sari

    2013-01-01

    Abstract: The objective of this research is to analyze the influence of Loyalty Program in Customer Relationship Management (CRM) toward satisfaction and loyalty of PT Indosat Tbk. Malang Branch costumers. Loyalty Program is one of the customer retention’s strategies from PT Indosat Tbk. that belongs to development and application process of Customer Relationship Management (CRM). Dealing with that, a corporate could design a Loyalty Program that appropriate with their customers. This progr...

  13. Relationship Marketing, Customer Satisfaction, Customer Commitment dan Customer Loyalty (Studi pada sebuah Bank Nasional di Denpasar)

    OpenAIRE

    Budi Martini, Luh Kadek

    2013-01-01

    Various approaches to marketing strategy applied by the organization to maintain companies viability and customer loyalty. This condition is the hope for every organization, considering the role of consumers as the companys assets can not be underestimated. Relationship marketing concept as a new breakthrough in the world of marketing gives new faces to build sustainable customer loyalty. With proper relationship marketing concept application, will be realized that the commit behavior of cons...

  14. Using customer contact centres as relationship marketing instruments

    NARCIS (Netherlands)

    van der Aa, Zanna; Bloemer, Josée; Henseler, Jörg

    2015-01-01

    This article investigates whether, to what extent and how customer contact centres influence customer–firm relationships through customer contact centre quality. The proposed model compiles direct and indirect effects of this form of quality on focal relationship marketing constructs, including

  15. Customer portfolios

    DEFF Research Database (Denmark)

    Clarke, Ann Højbjerg; Freytag, Per Vagn; Zolkiewski, Judith

    2017-01-01

    gives managers a tool to help to cope with the dynamic aspects of the customer portfolio. Recognition of the importance of communication to the process, the development of trust and the role of legitimacy also provides areas that managers can focus upon in their relationship management processes......Purpose The purpose of this paper is to extend the discussion about customer portfolios beyond simple identification of models and how they can be used for balanced resource allocation to a discussion about how portfolios should take into account views from relationship partners and how they should...... that helps improve the understanding of how customer portfolio models can actually be applied from a relational perspective. Findings The key aspects of the conceptual framework relate to how alignment of the relationships in the portfolio is achieved. Critical to this are the interaction spaces...

  16. PENGARUH CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS KONSUMEN

    OpenAIRE

    Verawati, .

    2017-01-01

    Penelitian ini bertujuan untuk menganalisis pengaruh customer relationship marketing terhadap loyalitas konsumen. Data yang digunakan dalam penelitian ini adalah data primer. Data primer diperoleh dari hasil jawaban kuesioner nasabah Bank yang disebar di Yogyakarta. Alat analisis yang digunaka n untuk menganalisis pengaruh customer relationship marketing terhadap loyalitas konsumen di bank Yogyakarta adalah analisis regresi berganda metode backward. Kesimpulan yang diperoleh dalam penelitian ...

  17. Measuring Satisfaction in the Program Manager, Procuring Contracting Officer Relationship

    Science.gov (United States)

    1997-12-01

    Contracting Officer) and one of her customers (a U. S. Navy Program Manager ). From an examination of this relationship , the most appropriate criteria... Customer Satisfaction, Performance Measurement, Metrics, Contracting, Program Management 17. SECURITY CLASSIFICATION OF REPORT Unclassified...methodology for developing an instrument to measure the satisfaction of their customers , Navy Program Managers . The purpose of this thesis was to develop

  18. A Multidimensional and Multimembership Clustering Method for Social Networks and Its Application in Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    Peixin Zhao

    2013-01-01

    Full Text Available Community detection in social networks plays an important role in cluster analysis. Many traditional techniques for one-dimensional problems have been proven inadequate for high-dimensional or mixed type datasets due to the data sparseness and attribute redundancy. In this paper we propose a graph-based clustering method for multidimensional datasets. This novel method has two distinguished features: nonbinary hierarchical tree and the multi-membership clusters. The nonbinary hierarchical tree clearly highlights meaningful clusters, while the multimembership feature may provide more useful service strategies. Experimental results on the customer relationship management confirm the effectiveness of the new method.

  19. Efektivitas Loyalty Program Dalam Customer Relationship Management Terhadap Kepuasan Dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi Dalam Pelaksanaan Loyalty Program “Im3@School Community” Pada PT Indosat Tbk. Kantor Cabang Malang)

    OpenAIRE

    Sari, Hesti Kartika

    2009-01-01

    The objective of this research is to analyze the influence of Loyalty Program in Customer Relationship Management (CRM) toward satisfaction and loyalty of PT Indosat Tbk. Malang Branch costumers. Loyalty Program is one of the customer retention’s strategies from PT Indosat Tbk. that belongs to development and application process of Customer Relationship Management (CRM). Dealing with that, a corporate could design a Loyalty Program that appropriate with their customers. This program will be...

  20. Customer Experience Management in Retailing

    OpenAIRE

    Kamaladevi B

    2009-01-01

    Survival of fittest & fastest is the mantra of today’s business game. To compete successfully in this business era, the retailer must focus on the customer’s buying experience. To manage a customer’s experience, retailers should understand what “customer experience” actually means. Customer Experience Management is a strategy that focuses the operations and processes of a business around the needs of the individual customer. It represents a strategy that results in a win–win value exchange be...

  1. A study on the effect of knowledge management on customer orientation in governmental organization

    Directory of Open Access Journals (Sweden)

    Alireza Bakhshizadeh

    2012-10-01

    Full Text Available Knowledge management (KM plays an important role on increasing organizational performance especially governmental agencies where there are different skills and knowledge within the organization. In this study, we present a study to investigate the effect of KM on having more customer oriented organizations. We use a standard questionnaire among 146 randomly selected employees out of 170 people who work for four governmental organizations in city of Chahbahar, Iran. The collected information is analyzed using structural equation modeling and by validating the results using Cronbach alphas of more than the minimum desired level of 0.70, we determine the positive relationships between KM and three other variables including customer absorption, customer retention and customer relationship management. The results of this survey reveal that an increase of one unit in KM yields almost the same increase in three mentioned variables accordingly. In addition, an increase of one percent in KM will increase customer orientation by almost one percent.

  2. Collaborative Customer Management in Financial Services Alliances

    OpenAIRE

    Geib, Malte; Kolbe, Lutz; Brenner, Walter

    2004-01-01

    The integration of the financial services industry and many financial services companies' focus on core competencies have led to the emergence of financial services alliances. These alliances face a variety of challenges regarding an integrated approach to customer relationship management (CRM) by the partner companies.In this paper we describe the challenges derived from an analysis of five financial services companies that formed different financial services alliances. The main inhibitors o...

  3. REGIONAL CUSTOMS DIRECTORATES MANAGEMENT

    Directory of Open Access Journals (Sweden)

    CABA STEFAN

    2009-05-01

    Full Text Available The management of a regional customs directorate is analyzed. A new approach of the managerial system, in the European integration context, is presented. The customs system is one of the first “doors” to a new economic, social and cultural community. For

  4. Analyzing the relationship between Customer Satisfaction and Customer Loyalty : Case: Ritz-Carlton Guangzhou

    OpenAIRE

    Wan, Tong

    2015-01-01

    This research aims to analyze the relationship between customer satisfaction and customer loyalty. The first objective of this research is to study the concepts of customers’ satisfaction and loyalty and discover the factors influencing them.Secondly, the objective is to analyze the relationship between the concepts of customer’ satisfaction and loyalty. The third objective is to discover how customers’ satisfaction and loyalty can be increased. A set of recommendations for the case company a...

  5. Pengaruh Customer Relationship Marketing Dan Brand Trust Terhadap Customer Loyalty Pada PT. Asuransi Jiwasraya (Persero) Cabang Pekanbaru

    OpenAIRE

    Pasaribu, Verawati; Karneli, Okta

    2017-01-01

    The development of business nowadays claim theirself to give the best and to do the improvement not only for the service but also their product. The dinamyc competition enable the business not to find the new customer, but to defend them for a loyal so that they don't interest to the other business. One of the customer loyalty strategy is Customer Relationship Marketing and Brand Trust. This reserach analyzes the influence of Customer Relationship Marketing and Brand Trust to Customer Loyalty...

  6. The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value, Customer Satisfaction and Behavior Intention on Islamic Banks Saving Products in Indonesia

    Directory of Open Access Journals (Sweden)

    Adi Zakaria Afiff

    2009-06-01

    Full Text Available This study propose the addition of a spiritual dimension in the formation of customer value, in addition to the functional, social and emotional dimension of customer value that has already been empirically tested in previous studies, among customers who own saving products at Islamic banks in Indonesia. The study also investigate the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer behavioral intentions among these Islamic banks customers. The results show that spiritual dimension is significantly related to the customer value together with all three other dimensions (functional, social and emotional of customer value. All dimensions have significant relationship with customer value. Finally the results also show that customer value positively influence customer satisfaction, and customer satisfaction positively influence customer behavior intentions.

  7. Pengaruh Relationship Marketing Dan Customer Satisfaction Terhadap Customer Loyalty Pada Penjualan Sepeda Motor Honda Di PT Enam Tiga Sejahtera Tahun 2013

    OpenAIRE

    ., Kadek Rai Suwena, S.Pd., M.Pd.; ., Dr. Iyus Akhmad Haris,M.Pd; ., Jumati

    2014-01-01

    Penelitian ini bertujuan untuk mengetahui pengaruh; (1) relationship marketing terhadap customer satisfaction, (2) relationship marketing terhadap customer loyalty, (3) customer satisfaction terhadap customer loyalty, (4) pengaruh relationship marketing terhadap customer loyalty melalui customer satisfaction. Populasi dalam penelitian ini adalah pelanggan yang telah membeli membeli sepeda motor Honda di PT Enam Tiga Sejahtera tahun 2013, jumlah sampel sebanyak 97 responden, dengan teknik peng...

  8. Preventing customer defection and stimulating return of the lost customers

    Directory of Open Access Journals (Sweden)

    Senić Radoslav

    2013-01-01

    Full Text Available Customers represent company's most valuable asset. Company can assure its survival, further growth and development by retaining existing, attracting new and returning lost customers. Retaining existing, loyal customers is the most profitable business activity, attracting new ones is the most expensive, while returning lost and frequently forgotten customers is a type of business activity that still generates modest interest among researchers and practitioners. So far, marketing strategies have been mainly directed towards the first two categories of customers. The objective of this paper is dedicated to customer defection and returning lost customers. Paper discusses customer relationship life-cycle and the significance of managing customer return within it, types of customer defections, the process of managing return, as well as, the reasons that led to customer defection.

  9. Exploring the effect of customer orientation on Dana insurance performance considering the intermediary role of customer relations and service quality management

    Directory of Open Access Journals (Sweden)

    Mokhtaran Mahrokh

    2016-01-01

    Full Text Available The aim of the present research was to explore the effect of customer orientation on Dana Insurance Company's performance with a focus on the intermediary role of managing customer relations and services quality. To this end, 180 Dana insurance representatives in Tehran, Iran were randomly sampled. As an applied study in terms of its goal, this research is carried out in a cross-sectional descriptive-survey design. The information was collected through literature review and a questionnaire with 55 items which was validated through expert panel. The reliability of the questionnaire was approved at 0.986 probability level as calculated using Cronbach's Alpha measure. Data analysis was performed at two descriptive and interpretative statistical levels using SPSS software program. The results from regression analysis indicated that customer orientation of Dana insurance company has a significant positive effect on marketing performance, financial performance, and organizational performance. In addition, customer orientation has a significant positive effect on Dana Insurance company's customer relationship management and service quality.

  10. Supplier Relationship Management at Army Life Cycle Management Commands: Gap Analysis of Best Practices

    Science.gov (United States)

    2012-01-01

    contracts. - 76 - In step 9, maintaining momentum in supplier management , the relationship between the customer and supplier continues to develop...REPORT DATE 2012 2. REPORT TYPE 3. DATES COVERED 00-00-2012 to 00-00-2012 4. TITLE AND SUBTITLE Supplier Relationship Management at Army Life... Relationship Management at Army Life Cycle Management Commands Gap Analysis of Best Practices Nancy Y. Moore, Amy G. Cox, Clifford A. Grammich

  11. Lean Manufacturing, Mass Customization and their relationships - empirical findings

    DEFF Research Database (Denmark)

    Christiansen, Thomas Bøhm

    2004-01-01

    manufacturing companies in 2001-02. This study fills a void in existing research by exploring relationships between bundles of lean manufacturing practices and bundles of mass customization practices. This study is based on a questionnaire that is developed from two existing questionnaires each investigating...... bundles of lean manufacturing practices and bundles of mass customization practices separately. Here, these bundles of practices are related. The results indicate that there are no direct relationships between the lean manufacturing and the mass customization practices, but that the combination of some...... sets of practices can explain differences in performance on important dimensions. The general conclusion, however, is that there are only weak relationships between the two concepts, hence this study suggests that the concepts of lean manufacturing and mass customization at present are more mutually...

  12. AFMC Customer Satisfaction Study at the Air Logistics Centers

    Science.gov (United States)

    2008-03-01

    research was guided by a previous Graduate Research Project (GRP) effort, which sought to determine how customer relationship management ( CRM ...and effectively. To accomplish this, AFMC is implementing Customer Relationship Management ( CRM ) as one of its initiatives. Problem Statement...for improvement. More than fifty-one percent of the participants were not aware that Customer Relationship Management ( CRM ) was a transformation

  13. Creating a successful relationship with customers.

    Science.gov (United States)

    Cotton, L; Sparrow, E

    1998-01-01

    In 1997, several employers commissioned an inpatient survey for a group of businesses that included hospitals in southeast Michigan. Its results indicated that the University of Michigan Health System (UMHS) needed to become more customer-focused. To meet this challenge, UMHS mandated that customer service to its patients and their families should be its first priority. A pilot project in the radiology department's pediatric division was established to recognize and reward employees for outstanding service to customers. The program is now used to reward employees throughout the radiology department, on the assumption that when employees feel special, so will their customers. Management's focus is on employees--they are the health system. The department also invested in employee development, a continuous training program that centers on customer service and teaches tools and skills for better communication. The goal of the development program at UMHS is to exceed the needs of its customers.

  14. Customer loyalty in the South African long-term insurance industry

    Directory of Open Access Journals (Sweden)

    Leon du Plessis

    2013-04-01

    Full Text Available The primary objective of this study is to investigate the influence of selected independent variables, two-way communication and conflict handling on intentional customer loyalty via Customer Relationship Management (CRM as the intervening variable within the South African long-term insurance environment. Primary data were gathered using a questionnaire, with items referring to Customer Relationship Management, customer loyalty, two-way communication and conflict handling. The sample consisted of 254 customers in four customer walk-in centres of a long-term insurance provider in South Africa. Data were factor-analysed. One independent variable, conflict handling, exerted a statistically significant positive influence on the intervening variable (CRM, whilst two-way communication exerted a statistically significant negative influence on the intervening variable. This variable (CRM positively influenced the dependent variable (customer loyalty. If long-term insurance organisations communicate timeously and accurately, and are skilled in conflict handling, greater loyalty will be created amongst customers. The study revealed that the majority of customers (51.53% strongly agree that two-way communication is an important dimension that underpins Customer Relationship Management and their relationship with a long-term insurance organisation. The empirical results indicate a negative relationship between the perceived two-way communication by a long-term insurance organisation and CRM at the insurance provider in South Africa. In terms of conflict handling, the study revealed that the majority of customers (45.69% strongly agree that conflict handling is an important dimension that underpins Customer Relationship Management and their relationship with a long-term insurance organisation. The empirical results indicate a positive relationship between perceived conflict handling by a long-term insurance provider and CRM at the organisation in South

  15. The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value, Customer Satisfaction and Behavior Intention on Islamic Banks Saving Products in Indonesia

    OpenAIRE

    Adi Zakaria Afiff; Rifelly Dewi Astuti

    2009-01-01

    This study propose the addition of a spiritual dimension in the formation of customer value, in addition to the functional, social and emotional dimension of customer value that has already been empirically tested in previous studies, among customers who own saving products at Islamic banks in Indonesia. The study also investigate the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer behavioral intentions among these...

  16. Explanation the factors affecting Customer Satisfaction in relationship CRM

    OpenAIRE

    MORADI ALIABADI, Bahareh; GOLMORADI, Ali; PARVIZY, Narges

    2015-01-01

    Abstract. In today's world of communication with the customer is the center of attention. In the center of this system is customer service and customer satisfaction Profitability for banks and financial institutions leads. The purpose of this study was therefore to introduce the system model of customer satisfaction, customer relationship can be established. The associated variables with customer satisfaction in the CRM are examined In this study.This study considers a conceptual model that i...

  17. David against Goliath: Coping with Adversarial Customers

    DEFF Research Database (Denmark)

    Alajoutsijärvi, Kimmo; Tikkanen, Henrikki; Skaates, Maria Anne

    2001-01-01

    future-oriented relationships with any of them. From the perspective of the SME, this kind of customer behaviour could even be described as harmful, since it often impedes the SME manager's long-term development of his or her business. This makes the balancing of adversarial customer relationships...... an aspect crucial to the long-term survival and success of the particular SME. In this article, we propose a three-fold approach through which SME managers could balance their relationships with this type of customer. Firstly, we review theoretical discussions about business relationships and adversariness......SME managers in many industries face the situation that they have to deal with a few important, large customer organisations that behave in an adversarial manner. These customers pit alternative suppliers against each other in order to achieve the lowest possible price, showing no intent to build...

  18. Customer Knowledge Management Application in Gaining Organization's Competitive Advantage in Electronic Commerce

    OpenAIRE

    Aghamirian, Bahman; Dorri, Behrouz; Aghamirian, Babak

    2015-01-01

    In modern organizations, knowledge is the fundamental basis of competition. In the new context, two major factors determine the future survival or success of organizations: electronic commerce and the knowledge from customers. Thus, the goals of the research were figured out, and investigating the relationship and application of customer's knowledge management in gaining competitive advantages of organizations in E-commerce and also the 8 followings factors were investigated: knowledge from c...

  19. RELATIONSHIP COMMITMENT, RELATIONAL EQUITY AND COMPANY IMAGE IN CUSTOMER LOYALTY DEVELOPMENT

    OpenAIRE

    DLAČIĆ, JASMINA; ŽABKAR, VESNA

    2012-01-01

    This paper explores the relationship between customer loyalty and its seldom researched antecedents: relationship commitment, relational equity and company image. The proposed conceptual model is tested with data gained from customers of mobile telephone operators. The results show that relationship commitment and relational equity have a statistically significant positive influence on customer loyalty. In addition, the results of hierarchical multiple regr...

  20. Customer centered health care: why managed care organizations must capitalize on new technology to build brands and customer loyalty.

    Science.gov (United States)

    Fell, D

    1998-01-01

    Now, more than ever, health care organizations are desperately trying to reach out to customers and establish stronger relationships that will generate increased loyalty and repeat business. As technology, like the Internet and related mediums, allow us to do a better job of managing information and communication, health care executives must invest the time and resources necessary to bring these new advances into the day-to-day operations of their businesses. Those that do will have a head start in building their brand and their customer loyalty.

  1. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

    Neslin, Scott A.; Grewal, Dhruv; Leghorn, Robert; Shankar, Venkatesh; Teerling, Marije L.; Thomas, Jacquelyn S.; Verhoef, Peter C.

    Multichannel customer management is the design, deployment, coordination, and evaluation of channels through which firms and customers interact, with the goal of enhancing customer value through effective customer acquisition, retention, and development. The authors identify five major challenges

  2. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

    Neslin, Scott A.; Grewal, Dhruv; Leghorn, Robert; Shankar, Venkatesh; Teerling, Marije L.; Thomas, Jacquelyn S.; Verhoef, Peter C.

    2006-01-01

    Multichannel customer management is the design, deployment, coordination, and evaluation of channels through which firms and customers interact, with the goal of enhancing customer value through effective customer acquisition, retention, and development. The authors identify five major challenges

  3. Measuring Customer Satisfaction: Practices of Leading Military and Commercial Service Organizations

    Science.gov (United States)

    1994-09-01

    Satisfaction and Its Determinants .................................. 2-10 4-A. UCS Customer Relationship Management Strategies...urgency (61 :ix) An integral part of UCS’s quality program is its cus, ner relationship management program. Figure 4-A shows how the customer impacts...scale in five broad areas: planning, financial management , program management , schedule, and working relationships . Internal customer satisfaction is

  4. The study of the relationship between value creation and customer loyalty with the role of trust moderation and customer satisfaction in Sari hospitals.

    Science.gov (United States)

    Rahmani, Zienolabedin; Ranjbar, Mansour; Gara, Ali Asgar Nadi; Gorji, Mohammad Ali Heidari

    2017-06-01

    Healthcare providers are competitive, owing to heightened customers' awareness and expectations of health care services. The aim of this study was to determine the relationship between customer value creation and loyalty with mediator trust and customer satisfaction. This is a cross sectional survey study. Participants were 196 patients referred to private hospitals in Sari city, Iran from May to June 2014 which were selected by convenience sampling method. Data were collected using questionnaires. Data were analyzed using the structural equation modeling software Smart PLS. The results revealed a relationship between customer value creation and customer loyalty in a Sari city private hospital, and customer satisfaction and trust, mediate the relationship between customer value creation and customer loyalty. The results also revealed significant positive relationship between customer satisfaction and trust (p=0.000 r=0.585). customer satisfaction and trust mediate the relationship between customer value creation and customer loyalty.

  5. Customer Surveillance: Consumer Attitudes and Management Strategies

    OpenAIRE

    Plangger, Kirk Anton

    2015-01-01

    Due to technological advances, customer surveillance (i.e., the collection, capture, use, or storage of customers’ personal data) is becoming less expensive and more covert. Brands use these personal data that contain needs, preferences, characteristics, behavior, attitudes, or other customer attributes (i.e., market intelligence) to develop more competitive products and services. Customer surveillance also can put stress on customer relationships with brands, thus brands must conduct custome...

  6. Balanced Scorecard Goal Four: Provide Policy Management, Advocacy and Problem Solving Measuring Achievement of Internal Customer Objectives

    Science.gov (United States)

    2002-06-01

    Achievement of Internal Customer Objectives A Graduate Management Project Submitted to The Residency Committee In Candidacy for the Degree of Masters in...internal customer relations, the GPRMC has incorporated use of a Balanced Scorecard within its management scheme. The scorecard serves as a strategy map...headquarters. The goal, "Provide Policy Management , Advocacy and Problem Solving", addresses the relationship between the headquarters and its internal

  7. Customer experience in marketing: History, concept and management

    Directory of Open Access Journals (Sweden)

    Štavljanin Velimir

    2017-01-01

    Full Text Available Companies are nowadays faced with challenges regarding interaction with customers through various touchpoints in multichannel environment. Key priority in that situation is to manage all those touchpoints in such a way to optimize customer experience. In a context like this customer experience management is becoming a priority for a large number of companies. The aim of this paper is to clarify the concept of customer experience, bring it closer to the academic and practitioner community, and create interest for this relatively novel concept. Paper provides historical review of the literature in the domain of consumer experience, detailed analysis of customer experience concept, and present models of customer experience management.

  8. Essays on multichannel customer management

    NARCIS (Netherlands)

    Konus, U.

    2010-01-01

    The main goal of this dissertation is to gain a greater understanding of multichannel customer behavior and how firms can manage their multichannel marketing activities. The first study reveals that three customer segments can be identified based on their orientation towards using multiple channels

  9. NPS and Online WOM: Investigating the Relationship Between Customers' Promoter Scores and eWOM Behavior.

    Science.gov (United States)

    Raassens, Néomie; Haans, Hans

    2017-08-01

    The Net Promoter Score (NPS) is, according to Reichheld, the single most reliable indicator of company growth, and many companies use this recommendation-based technique for measuring customer loyalty. Despite its widespread adoption by many companies across multiple industries, the debate about NPS goes on. A major concern is that managers treat NPS as being equivalent across customers, which is often very misleading. By using a unique data set that combines customers' promoter scores and online word-of-mouth (eWOM) behavior, this research studies how individual customers' promoter scores are related to eWOM, including its relationship with the three categories of customers that are identified by the NPS paradigm (i.e., promoters, passives, and detractors). Based on a sample of 189 customers, their promoter scores and corresponding eWOM, the results show that there is a positive relationship between customers' promoter scores and the valence of online messages. Further, while detractors and promoters are homogeneous with respect to the valence of the eWOM messages they spread, passives show message valence heterogeneity. Thus, although passives, the largest group of customers, have no weight in calculating the NPS, our results reveal that companies should flag passives for further attention and action.

  10. Managing Customer Value

    OpenAIRE

    William B. Dodds

    1999-01-01

    This paper builds the framework for linking the established work of competitive advantage with the emerging discipline of value marketing. The outcome of this linkage is the concept of strategic value management. Strategic value management focuses on the right combinations of product quality, customer service and fair prices as the key to selling to todayÕs value conscious consumers. The core of the strategy stresses the firmÕs ability to combine and manage these dimensions of value in a way ...

  11. Artificial intelligence applied in claims management: Bet on the right customer with claims satisfaction predictive modeling

    OpenAIRE

    Lamarsaude, Benoit

    2017-01-01

    Insurance companies suffer from loss of customer consecutively to claims. Only a small portion of dissatisfied customer expresses themselves, creating difficulties in establishing a long term relationship. Increase customer loyalty is a major subject for insurers, because they have to maintain a minimum portfolio size and acquiring newclients is more expensive than retains the existing. In this work we use artificial intelligence techniques to assess and manage the customer satisfaction when ...

  12. Managing service excellence. Internal customer service training

    International Nuclear Information System (INIS)

    McAnulty, P.C.

    1991-01-01

    WHO ARE OUR CUSTOMERS? Electric Users, regulators, vendors, suppliers, or our own employees? The answer is ALL exclamation point They are all customers. Regardless if they are external or internal customers, one must focus on quality of service delivery in order to maintain customer satisfaction. The most successful companies are quickly realizing that managing SERVICE EX NCE is our only future. For the next decade, the issue of service quality will exceed the issue of productivity. It is very easy to see that the business behind a utility is serving our electric consumers. However, internal customer service - service excellence to employees inside a company is the foundation for success. This paper describes a training program that is being implemented across Duke Power for employees on internal customer service. How we provide service to each other within a company impacts service quality to our external customers. This training refocuses behaviors and perceptions so to concentrate on quality service delivery to our internal customers - our employees. We all have positive and negative experiences with obtaining quality service by either external organizations or internal employees. Therefore, we start with a common foundation. Whether it be a supplier, vendor, or a station administrative group, we have experienced either excellent or poor customer service. All of us have potential in managing the delivery of excellent customer service. However, many of us may need new perspectives so to add depth with which we view and manage service excellence to our internal customers

  13. The Effect of Relationship Marketing towards Customers' Loyalty Mediated by Relationship Quality (Case Study in Priority Bank in Niaga

    Directory of Open Access Journals (Sweden)

    Endang Ruswanti

    2016-10-01

    Full Text Available A large number of banks let people be more free in choosing the best bank for their needs. People can freely switch from one bank to another which makes the loyalty level of bank customers decrease, even though the efforts and cost spent for maintaining the customers is cheaper than the efforts and cost spent on getting new customers. Relationship is one of the answers to the problem, relationship marketing is a marketing principle which emphasizes and takes effort in maintaining good long term relationship with customers. This research aims to, analyze the influence competence, communication, and conflict handling towards relationship quality, mediated by relationship quality, and towards customer loyalty. The research was conducted by collecting quantitative data through questionnaires distributed to 130 respondents. The objects of this research were the priority customers at Niaga Bank, and it used purposive sampling technique. This research conducted by using Structural Equation Model method. The result of this research showed that, (1 relationship marketing which consists of competence component, communication, and conflict handling have significant influence and positively towards relationship quality, partially and simultaneously, (2 relationship marketing have significant influence and positively towards customer loyalty which is mediated by relationship quality, and (3 relationship quality have significant influence and positively towards customer loyalty.

  14. MANAGING CUSTOMER RELATIONSHIPS IN PRIVATE HEALTH CARE FACILITIES - A STUDY WITH REFERENCE TO GREATER NOIDA CITY OF UTTAR PRADESH

    Directory of Open Access Journals (Sweden)

    Arun Kumar Panda

    2011-03-01

    Full Text Available Customer relationship management (CRM which has overriding significance for any business isno less significant for hospital services. Hospitals are most important elements in any health caredelivery system. A hospital plays a major role in maintaining and restoring the health of the people.Care of the sick and injured, preventive health care, health research, and training of medical andparamedical staff are general broad functions of a hospital. It involves to the outpatient and inpatienthospital services and on many occasions emergency medical services. An important resource in ahospital is a human resource. This should be particularly emphasized. This should be particularlyemphasized in the content of a hospital since relationship of medical staff plays important role intreating patients - the hospital customers. In health care, CRM practices are essentially patient -focused strategies that involve effective management of hospital interface and interaction withpatients. Effective CRM practices in a hospital may mean providing services related information toa patient very quickly. Responding to the patent appointment and an admission requests promptly,dealing with patient queries and complaints expeditiously, exercising all kinds of flexibilities inserving patients to the patients. This research paper made an attempt to analyze the factorsinfluencing the customers to select the hospital and to suggest better ways and means to retain thecustomers. For the study, the researcher has collected data from 200 respondents of 10 privatehospitals located in Greater Noida city. For this purpose stratified random sampling method was usedto select the samples. The present study highlights the extent of utilization of the hospital services bythe selected sample respondents. It also shed light on the common problems faced by therespondents. The major features of the service sectors especially on hospital performance is projectedin order to utilize the

  15. From connection to customer

    International Nuclear Information System (INIS)

    Milatz, H.; Soeters, R.

    2001-01-01

    Energy companies can no longer be certain that a customer today will remain a customer tomorrow. They have to work hard to achieve that. They are going from thinking in terms of connections to pampering their customers. Good Customer Relationship Management is a way to achieve a competitive advantage. The whole organisation has to adapt, particularly the customer orientation of employees

  16. AN INTEGRATED METHODOLOGY FOR CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMIZATION

    Directory of Open Access Journals (Sweden)

    Ricardo Colomo Palacios

    2008-02-01

    Full Text Available The importance and presence of technological solutions in organizations supporting CRM are a vital business fact from the late nineties. Presently, the manufacturers figure in the market has dramatically decreased because of continuous takeovers and merges, but it has on the other hand gained momentum because of the sudden open-source and on-demand solutions appearance. In this scope, a unified methodology centered on CRM solutions is of paramount importance since it has traditionally been linked to either system integration or overall solution design. Based on the two de-facto complementary standards for the implementation and development of Information Systems, namely the ESA and Dyché CRM systems implementation methodology, in this paper, we provide a CRM business solutions customization methodology which pertains independently to the integration and tool maker perspective.

  17. The study of the relationship between value creation and customer loyalty with the role of trust moderation and customer satisfaction in Sari hospitals

    Science.gov (United States)

    Rahmani, Zienolabedin; Ranjbar, Mansour; Gara, Ali Asgar Nadi; gorji, Mohammad Ali Heidari

    2017-01-01

    Background Healthcare providers are competitive, owing to heightened customers’ awareness and expectations of health care services. Objective The aim of this study was to determine the relationship between customer value creation and loyalty with mediator trust and customer satisfaction. Methods This is a cross sectional survey study. Participants were 196 patients referred to private hospitals in Sari city, Iran from May to June 2014 which were selected by convenience sampling method. Data were collected using questionnaires. Data were analyzed using the structural equation modeling software Smart PLS. Results The results revealed a relationship between customer value creation and customer loyalty in a Sari city private hospital, and customer satisfaction and trust, mediate the relationship between customer value creation and customer loyalty. The results also revealed significant positive relationship between customer satisfaction and trust (p=0.000 r=0.585). Conclusion customer satisfaction and trust mediate the relationship between customer value creation and customer loyalty. PMID:28848619

  18. Examining the relationship between service quality and customer satisfaction: A factor specific approach

    Directory of Open Access Journals (Sweden)

    Azman Ismail

    2013-06-01

    Full Text Available Purpose: This research was aimed at examining the relationship between service quality and customer satisfaction with data obtained from Malaysian soldiers who were involved in peace keeping missions in a Middle Eastern country. The results of which would enable the management to improve the quality of service accorded to peacekeeping personnel. Design/methodology/approach: The study employed a cross-sectional research design which allowed the researchers to integrate the service quality literature, the semi structured interview and the actual survey to collect and examine the data for optimum results. Findings and Originality/value: The outcome of multiple regression analysis showed that responsiveness and assurance variables reflected a high correlation with customer satisfaction. On the other hand, tangibility, reliability and empathy variables recorded an insignificant correlation with customer satisfaction. Research limitations/implications: With respect to practical contributions, the findings of this study can be used as a guideline by the management to improve the quality of peacekeeping in areas of conflict. Practical implications: For security reasons, certain information affecting customer satisfaction could not be examined in detail. Originality/value: This paper presents key results on service quality and customers satisfaction research by looking at the niche segment which was not previously studied from the Malaysian perspective.

  19. The relationship marketing in the process of customer loyalty. Case large construction of Manizales

    Directory of Open Access Journals (Sweden)

    María Cristina Torres Camacho

    2015-06-01

    Full Text Available This paper is based on the model Lindgreen (2001, upholding the relationship marketing should be approached in three dimensions: objectives, definition of constructs and tools, which enable better customer management within organizations. The objective was to determine the characteristics of relationship marketing as a key factor in the process of Customer Loyalty in the big construction of Manizales Colombia. From a joint perspective, methodology relies on instruments and qualitative and quantitative analysis of court. The results tend to confirm that developers recognize the importance of Relational Marketing but not raised as a policy or have not defined in its strategic plan; additionally, expressed lack of strategies for customer retention, however, these remain loyal because the construction work on meeting your needs, based on trust, commitment and communication. To conclude, the faithful customers perceive that construction does not periodically evaluate their satisfaction with the purchased product, also claim that they show little interest in understanding the perception, make personal meetings, making constant communication through phone calls and meet their tastes and preferences.

  20. Marketer consolidated billing : realizing the value of customer relationships

    Energy Technology Data Exchange (ETDEWEB)

    Schiratti, A. [Sunoco, Toronto, ON (Canada)

    2001-07-01

    This presentation focused on timely issues regarding marketer consolidated billing (MCB). MCB allows energy marketers to directly bill customers for both gas and electric commodities and distribution services. MCB is mandated by the Ontario Energy Board (OEB) in the electricity sector through the Retail Settlements Task Force and is proposed by the OEB in the Gas Distributor Access Rule. The main topics discussed in this paper were the new relationship under MCB, benefits for customers and challenges for marketers. The major obstacles for a successful MCB model were also proposed. The new MCB approach strengthens the relationship between the marketer and the customer. The MCB will allow both electricity and natural gas customers to choose marketers who bill for both delivery and gas on one bill.

  1. Marketer consolidated billing : realizing the value of customer relationships

    International Nuclear Information System (INIS)

    Schiratti, A.

    2001-01-01

    This presentation focused on timely issues regarding marketer consolidated billing (MCB). MCB allows energy marketers to directly bill customers for both gas and electric commodities and distribution services. MCB is mandated by the Ontario Energy Board (OEB) in the electricity sector through the Retail Settlements Task Force and is proposed by the OEB in the Gas Distributor Access Rule. The main topics discussed in this paper were the new relationship under MCB, benefits for customers and challenges for marketers. The major obstacles for a successful MCB model were also proposed. The new MCB approach strengthens the relationship between the marketer and the customer. The MCB will allow both electricity and natural gas customers to choose marketers who bill for both delivery and gas on one bill

  2. SOCIAL CRM FOR CUSTOMER KNOWLEDGE MANAGEMENT

    Directory of Open Access Journals (Sweden)

    Dorota Buchnowska

    2014-12-01

    Full Text Available The recent development and expansion of Web 2.0 technologies have created remarkable opportunities for Customer Knowledge Management (CKM. The goals of this paper are to analyze how organizations can apply Social CRM (social technologies integrated with traditional CRM systems systems for CKM and to investigate what benefits they may derive from the use of social technologies. To achieve these objectives, the article shows the concept of Social CRM, differences between CRM and SCRM, and a review of CKM models presented in the literature. Then, there are indicated the possibilities of using SCRM solutions in the processes of customer knowledge management, and there are presented examples of the use of different types of social media in the management of different types of customer knowledge.

  3. Relationship Bonds and Customer Loyalty: A Study Across Different Service Contexts

    OpenAIRE

    Mafalda Lima; Teresa Fernandes

    2015-01-01

    The benefits of customer relationship strategies are well known and somewhat established nowadays. Customer loyalty emerges as the crucial glue in developing a relational approach. However, relational bonds, which relate to customer loyalty, have not yet been fully explored. Also, there is little research that takes into account the effect of service types on customer relationships and bonding. This paper develops a conceptual framework based on previous literature with a complete set of diff...

  4. New Trends in Customer Relationship Management and their Application in Slovak Enterprises

    Directory of Open Access Journals (Sweden)

    Viliam Lendel

    2013-11-01

    Full Text Available Get new customers at a time of economic downturn is a challenge. For organizations whose goal is not only be succeed but also to ensure the survival, a CRM is a solution which provides a quick view of the market and brings value to the business in the longer term. Not all businesses know about the CRM opportunities and new trends in this area. The aim of this article is charting of new trends in CRM (as Mobile CRM, Social CRM, Customer Data Management... and how to use them during the economic crisis. Analysis of scientific literature, comparative analysis and inductive method were main methods of the research. The analysis of scientific literature allowed revealing new trends in CRM area. From March 2007 to February 2009 we carried out the research specialized in diagnostics of the level of Slovak companies in the CRM area. The purpose of the research was also to find and analyse the current level of Slovak businesses in CRM area. Data gathering was running by two main ways – by personal questioning and by electronic questioning. 230 top managers of Slovak medium and large businesses participated in the research. The results of the survey show the status of using the CRM at relatively high level. Almost half respondents said that CRM is in full operation in the company. But understanding of the term CRM is relatively poor. Respondents have considered the most important preconditions for successful implementation of CRM into the enterprise strategy and planning, effective work with information and high-quality customer base.

  5. Customer experience management in digital channels with marketing automation

    OpenAIRE

    Mattila, J. (Juho)

    2016-01-01

    Abstract Superior customer experience and successful customer experience management can create a competitive advantage that is difficult to match by the competitors. However managing customer experience successfully the customer experience needs to be considered in the context of multiple marketing channels and multiple customer segments which requires a lot of resources. With the difficult financial conditions today the us...

  6. Relationship Marketing: Association of Demography, Ethical Ideologies and Personalisation with Customer Value and Relationship Duration in Travel & Leisure Industry

    OpenAIRE

    Chew, Jennie Lay Peng

    2010-01-01

    Casino industry relationship management has created interest among the Asia region especially with the opening of the two Integrated Resorts (IR) – Resorts World Sentosa and Marina Bay Sands in year 2010 after the success of Macau – The Asia Las Vegas. Underlying the threat to Genting Malaysia, this study is aim to analysis the relationship marketing theoretically and empirically on customer value and commitment of Genting patronage since the opening of the two IR. The dynamicity of relati...

  7. Customer Engagement Behavior in the Context of Continuous Service Relationships

    DEFF Research Database (Denmark)

    Haurum, Helle

    are sometimes inconsistent and follows not necessarily pre-figured sequences. Customers’ CEB manifestations co-exist with the experiences customers have in their service relationships. CEB is sometimes manifested by customers to re-experience, reinforce or challenge what the customer is currently / has been...... experiencing. CEB is as well sometimes embedded in the service relationship to a degree, where customers’ experiences and CEB become deeply intertwined or even become one and same construct, and sometimes is a CEB manifestation a consequence of a certain customer experience. CEB has changed the service...... intended by the firm. This might be the reality of ‘the new service relationship’. These obvious managerial challenges are best solved by the firm, when the firm adopts a customer-centric approach and understands which situation(s) their customers are most frequently in (revolving around the firm...

  8. 12 CFR 368.100 - Obligations concerning institutional customers.

    Science.gov (United States)

    2010-01-01

    ... the bank and the customer regarding the nature of the relationship between the bank and the customer... consideration all the facts and circumstances of a particular bank/customer relationship, assessed in the... securities that the institutional customer has in its portfolio and/or under management. While the...

  9. Some insights for a relationship marketing model integrating SERVQUAL and customer loyalty in dental clinics

    OpenAIRE

    Vargas Perez, Ana Maria; Grijalvo Martin, Maria Mercedes; Mercado Idoeta, Carmelo

    2012-01-01

    The demand of new services, the emergence of new business models, insufficient innovation, underestimation of customer loyalty and reluctance to adopt new management are evidence of the deficiencies and the lack of research about the relations between patients and dental clinics. In this article we propose the structure of a model of Relationship Marketing (RM) in the dental clinic that integrates information from SERVQUAL, Customer Loyalty (CL) and activities of RM and combines the vision of...

  10. Employee and customer satisfaction in healthcare.

    Science.gov (United States)

    Jackson, Todd; Wood, Ben D

    2010-01-01

    There were multiple factors identified in a literature review that have a relationship to customer satisfaction, customer loyalty, employee satisfaction, and links between employee and customer satisfaction. Some of the factors identified were communication, wait times, perceived value, trust, dissatisfaction with management, changes in the workplace, vision,and fun at work. Managers must identify these topics to ensure customer satisfaction, customer loyalty,and employee satisfaction which will ultimately have a positive impact on their organizations.

  11. Modern Approaches to Risk Management and Their Use in Customs

    Directory of Open Access Journals (Sweden)

    Vita Afanasieva

    2017-04-01

    Full Text Available In the article the analysis of experience and best practices of Europe and the world regarding the methods and tools of risk management in customs affairs. In accordance with the requirements of the Kyoto Convention the risk management is the main basic principle of modern customs control methods, which allows optimal use of resources of customs bodies, without reducing the effectiveness of customs controls, and exempt the majority of foreign trade operators from unnecessary bureaucratic control. Procedures based on risk management, concentrate customs control on areas, where there is the greatest risk, allowing the bulk of goods and individuals relatively free to pass the checkpoint at the customs border Special attention is paid to the principles and methods of risk management and their impact on the simplification of customs procedures through the use of risk-based thinking. The paper discusses the problems concerning the application and implementation of modern risk management techniques in customs procedures subject to the requirements of international standards ISO for the quality management system and risk management based on risk-based thinking.

  12. Analisis dan Perancangan Electronik Customer Relationship Management Pada Klinik XYZ

    Directory of Open Access Journals (Sweden)

    Joni Suhartono

    2010-12-01

    Full Text Available This research is to foster a good connection between company and customers. For customers, e-CRM will accommodate in interation and transaction with the company. This research is done because there are still weaknesses for customer’s service. The research method used is literature, analysis method, and also designing method in identifying system needs then design one supporting system for the company. The research result is a CRM website that gives up-to-date information and suitable for customer needs. Therefore, CRM is hoped to help company giving a better service to customers.

  13. Expanding business-to-business customer relationships : modeling the customer's upgrade decision

    NARCIS (Netherlands)

    Bolton, R.; Lemon, K.N.; Verhoef, P.C.

    This article develops a model of a business customer's decision to upgrade service contracts conditional on the decision to renew the contract. It proposes that the firm's upgrade decision is influenced by (1) decision-maker perceptions of the relationship with the supplier, (2) contract-level

  14. Improving Customer Satisfaction: A People CMM Perspective

    Science.gov (United States)

    2010-10-11

    Work Environment Customer Relationship Management Program 19 Improving Customer Satisfaction: A People CMM Perspective P. Buttles, S. McGraw, D...Professional in 2009 and Customer Care Manager in July 2006. He has a bachelor of arts degree from the University of Pittsburgh and a bachelor of science...conferences throughout the United States and Europe. He has as a bachelor of science degree in management . 4 Improving Customer Satisfaction: A

  15. How to measure customer value and its relationship with shareholder value in a business-to-business market

    Directory of Open Access Journals (Sweden)

    Gustavo Bermejo

    2010-10-01

    Full Text Available Intangible assets are difficult to measure, but nowadays the value of the shares of firms in the stock exchange market contains a high percentage of intangible capital and customers are one of the main intangible assets which should be evaluated. This paper presents and discusses some tools to measure the value of customers. But first, it is mandatory to define and clarify the relationships among the concepts of Customer Equity (CE, Life Time Value (LTV and Customer Relationship Management (CRM. LTV is the best financial outcome to measure customer value, so the paper reviews the literature on some mathematical models to calculate LTV. We propose an equation for LTV in order to apply it in a business-to-business market, and an analysis of the influence factors involved in it is made, focusing especially in the link between LTV and shareholder value. Finally, we propose as future lines of research, the relational equity approach as the perfect complement to the customer equity analysis and a way to estimate LTV for actual cases of publicly traded firms using published information.

  16. An Exploratory Model of the Relationships between Empowerment, Job Involvement, Job Satisfaction, Organizational Commitment, and Customer Orientation in the Hospitality Industry

    OpenAIRE

    Jun, Jaekyoon

    1998-01-01

    The concept of customer orientation is becoming increasingly more important to managers, especially in service industries. Given the premise of the study that a customer-oriented employee has a critical role in enhancing service quality, little research has investigated the antecedents of the customer orientation construct. The objective of this study was to develop a theoretical model of customer orientation, and to test the hypothesized relationships between customer orientation and its ant...

  17. A framework for managing customer knowledge in retail industry

    Directory of Open Access Journals (Sweden)

    Sourav Mukherji

    2012-06-01

    Full Text Available Customer knowledge can be a critical source of competitive advantage in retail business. In this theoretical paper, three sources of customer knowledge are identified in the retail environment, namely customer transactions, customer interactions and customer communities of practice. Lessons for managing these three types of knowledge are derived from knowledge management practices of knowledge intensive service industries such as management consulting and software development. Finally, a decision model premised on consumer behaviour and purchase characteristics is proposed. The model would enable retailers to focus their knowledge management efforts to leverage the potential of customer knowledge for both productivity benefits and product innovation.

  18. Measuring Customer Profitability in Complex Environments

    DEFF Research Database (Denmark)

    Holm, Morten; Kumar, V.; Rohde, Carsten

    2012-01-01

    Customer profitability measurement is an important element in customer relationship management and a lever for enhanced marketing accountability. Two distinct measurement approaches have emerged in the marketing literature: Customer Lifetime Value (CLV) and Customer Profitability Analysis (CPA...... propositions. Additionally, the framework provides design and implementation guidance for managers seeking to implement customer profitability measurement models for resource allocation purposes....... that the degree of sophistication deployed when implementing customer profitability measurement models is determined by the type of complexity encountered in firms’ customer environments. This gives rise to a contingency framework for customer profitability measurement model selection and five research...

  19. The Moderation of Cultural Difference on Consumer Relationship Management in Belgium, the United States, and China

    OpenAIRE

    He, Xun

    2017-01-01

    Customer relationship management (CRM) is a strategic approach aiming to create and improve shareholder value by creating and managing suitable relationships with their corresponding customer segments. As national culture is one of the fundamental factors that distinguishes customers from one country to another, the objective of this study is to explore how cultural factors influence CRM. Empirically, this study tests how different cultural dimensions from Belgium, the United States, and Chin...

  20. A Model to Explain Customer Loyalty Based on Customer Equity and Customer Satisfaction: A study in mobile services industry in Bushehr

    OpenAIRE

    manigeh Bahrainizadeh; Leila Tavasoli

    2014-01-01

    Abstruct: The development of telecom companies in the world and the maturity of markets of such services, the management of customer loyalty has become a major concern in the company. This research is trying to provide a model for mobile service customer loyalty considering the customer equity, value equity, brand equity, relationships equity and customer satisfaction in order to create better services for mobile operators and to increase customer loyalty. In terms of goal the research is ...

  1. Successful customer value management : Key lessons and emerging trends

    NARCIS (Netherlands)

    Verhoef, P.C.; Lemon, Katherine

    In the past decade, firms have paid increasing attention to customer value management (CVM). Through customer-centric management systems, firms aim to maximize customer value. In this article, we put forth six important lessons that firms can employ for successful CVM, integrating available research

  2. Building customer relationships as retention strategy in the South African domestic passenger airline industry

    Directory of Open Access Journals (Sweden)

    Pierre Mostert

    2010-12-01

    Full Text Available Organisations are increasingly focusing on building long-term relationships with customers, thereby increasing their probability for success by offering customers higher levels of satisfaction, increasing customer loyalty, and ultimately retaining customers. Airlines in particular can benefit from retaining customers as the airline industry is characterised by fierce competition and many airlines are finding it difficult to survive against the backdrop of enormous challenges in the past decade, including the significant decline in demand for air travel together with rising costs and the worldwide economic downturn. This study investigates the effect which a strategy by airlines of building relationships with customers has on customer satisfaction, loyalty, and ultimately customer retention. The effect of service failures on customers' relationships with airlines are also considered as a negative experience could results in customers defecting to competitors. A questionnaire, comprising six sections, was specifically compiled to determine customer retention in the South African domestic passenger airline industry. Data were collected by trained fieldworkers from OR Tambo International Airport by means of a non-probability convenience sampling method from 324 passengers flying with the various domestic airlines. Findings indicate that most respondents were satisfied with the airlines' overall service; respondents who formed relationships with domestic airlines were more loyal toward the airlines; and the relationships of respondents who were satisfied with airlines' service recovery efforts were either strengthened or unchanged. The findings from this study support findings from international studies by providing a unique South African perspective on the effect of a strategy of building relationships with customers on their satisfaction, loyalty and ultimately retention. It can therefore be recommended that the organisations competing in the South

  3. Customer satisfaction as a mediator between causes (trust and communication and the outcome (customer loyalty in business-to-business relationship marketing in the South African cement manufacturing industry

    Directory of Open Access Journals (Sweden)

    Phineas Mbango

    2015-06-01

    Full Text Available Customer loyalty has become more relevant in the cement industry since the unbundling of the cartel system in 1994, the entrance of new competitors into the market and the effect of globalization. This study’s literature review reveals that there is limited published research in the Cement Industry, particularly in South Africa, which deals with customer loyalty management. The major objective of the study was to test satisfaction as a mediator between causes and outcome, the causes being trust and communication and the outcome being customer loyalty. The methodological approach followed was a survey and quantitative in nature. Data were collected from 362 major business-to-business cement customers throughout South Africa’s nine provinces using the face-to-face interview technique with self-administered questionnaires. The data collected in the empirical study were analysed using the structural equations modelling (SEM. The results show that in order to maintain customer loyalty, a cement supplier has to focus on strategies to build relationships on the basis of creating customer satisfaction and/or exceeding customer needs and wants. They also need to invest in enhancing customer trust and communication. Another important finding is that trust and communication have no direct effect on loyalty. Customer satisfaction is therefore the most important mediator as it leads to customer loyalty. Customer loyalty is crucial for business success in terms of repeat purchase, referrals (word-of-mouth marketing, retention and long-term profitability. There exists evidence from literature of an outcry for a need for future studies to examine causes and outcomes of satisfaction to specific industries. This study contributes to theory and practice by closing that gap, by providing a framework of causes and outcomes of satisfaction specifically aimed at the cement industry. Another contribution of this study is its examination of the sequential logic of

  4. Building Strong Customer Relationships through Brand Orientation in Small Service Firms: An Empirical Investigation

    Directory of Open Access Journals (Sweden)

    Miloslava Chovancová

    2015-06-01

    Full Text Available The purpose of this paper is to empirically examine the relationship between the adoption of a brand orientation strategy and customer relationship performance in a small service firm setting. More specifically, in addition to investigating the direct link between brand orientation and customer relationship performance, we further examine the moderating effects of entrepreneurial orientation and perceived competitive intensity on the empirical link between brand orientation and customer relationship performance. To test the hypothesized relationships in the conceptual framework, 105 usable structured questionnaires were collected from small service firms and the data were further analyzed using a hierarchical, moderated regression analysis. The results affirm the positive link between brand orientation and customer relationship performance. Moreover, entrepreneurial orientation is found to strengthen the brand orientation-customer relationship performance link. However, our results show that competitive intensity does not significantly moderate the brand orientation-customer relationship performance link. Nonetheless, it is highly suggestive that perceived competitive intensity is a direct predictor of customer relationship performance. In terms of the practical significance of the overall research model, the effect size is fairly large (Cohen’s f 2 = 0.33. The research implications and directions for future research are further highlighted in the penultimate section of the paper.

  5. Evaluating the use of a customer resource management system in selected South African business schools / Gerda Schilling

    OpenAIRE

    Schilling, Gerda

    2014-01-01

    The management and implementation of unique resources contribute to the creation of a sustainable competitive advantage that has a positive impact on the owner of the resource’s profits. Customer relationship management becomes very important because customers with their own personal devices and options such as cloud computing, social media and mobility have converged into a renewed driving force expecting organisations to remember their experiences. These experiences should not been stored i...

  6. Investigate The Relationship Between Brand Equity Brand Loyalty And Customer Satisfaction

    OpenAIRE

    Farbod Souri

    2017-01-01

    The purpose of this study conducted an empirical study in the field of marketing in order to investigate the relationship between brand equity brand loyalty and customer satisfaction in Refah stores in which Nam and colleagues model 2011 have been used. In this model the relationship between brand equity and brand loyalty and customer satisfaction is evaluated. To review research a sample of 384 customers was selected as a stepwise clustering. Data gathered by standard questionnaire with 23 q...

  7. The Effect of Relationship Marketing and Brand Image on Customer Loyalty (Case of Astinet Business Customer PT Telkom Witel Makassar)

    OpenAIRE

    Andi Nur Qalby; Abdul Razak Munir; Jusni Jusni

    2018-01-01

    Marketing is an activity that can penetrate space and time. This study aims to determine to know the influence of Relationship Marketing and Brand Image Against Customer Loyalty at PT Telkom Witel Makassar. This type of research is causal (causal relationship research), which is trying to find the relationship of influence between relationship marketing and brand image with customer satisfaction and loyalty ASTINet users. The results showed that Relationship marketing and Brand image have pos...

  8. Relationship management in preparation for the new engineering projects

    Directory of Open Access Journals (Sweden)

    Magomedova Julia Yurievna

    2011-07-01

    Full Text Available The author reveals the constituent elements of the customer relationship and the Executive in the preparation of a new engineering projects. Relationships are built with a focus on effective risk management in the execution of the project on energy efficiency a major consumer.

  9. Competitive Effects of Mass Customization

    OpenAIRE

    Oksana Loginova

    2010-01-01

    Earlier theoretical literature on mass customization maintains that customization reduces product differentiation and intensifies price competition. In contrast, operations management studies argue that customization serves primarily to differentiate a company from its competitors. Interactive involvement of the customer in product design creates an affective relationship with the firm, relaxing price competition. This paper provides a model that incorporates consumer involvement to explain t...

  10. Investigate The Relationship Between Brand Equity Brand Loyalty And Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Farbod Souri

    2017-06-01

    Full Text Available The purpose of this study conducted an empirical study in the field of marketing in order to investigate the relationship between brand equity brand loyalty and customer satisfaction in Refah stores in which Nam and colleagues model 2011 have been used. In this model the relationship between brand equity and brand loyalty and customer satisfaction is evaluated. To review research a sample of 384 customers was selected as a stepwise clustering. Data gathered by standard questionnaire with 23 questions that its validity and reliability confirmed and was distributed among the statistical population. Data analysis was performed using descriptive statistics and inferential statistics. At the level of Descriptive statistics indices such as frequency and frequency percentage were used and in inferential statistics correlation methods structural equation modeling path analysis has been done using the spss and lisrel software. The results of the analysis showing the existence of a significant and positive relationship of brand equity on customer satisfaction and loyalty. In general the ability of Refah store to increase customer satisfaction and brand loyalty of customers to Refah brand being associated with the brand equity 050 p.

  11. UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

    OpenAIRE

    Mircea Andrei SCRIDON

    2008-01-01

    In any industry, the first step to finding and creating profitable customers isdetermining what drives profitability. This leads to better prospecting andmore successful customer relationship management. Any company cansegment and profile their customer base to uncover those profit drivers usingthe knowledge of their customers, products, and markets. Or they can usedata-driven techniques to find natural clusters in their customer or prospectbase. Whatever the method, the process will lead to ...

  12. Data synchronisation and cost reduction using API in customer relationship management

    Directory of Open Access Journals (Sweden)

    Tomić Željko

    2016-01-01

    Full Text Available Research has shown that 51% of all ERP implementations involve some kind of problems in business operations during the 'go live' phase. Despite all the efforts to increase efficiency and improve business processes, many organizations come to a conclusion that once they move to the new ERP system they are not able to perform some of the basic business processes (both in the data migration phase and operational procedures, such as issuing goods from the warehouse. The ERP implementations are too often accompanied by technical and organizational issues that may cause problems in the functioning of a business system. As organizational issues are more frequently the cause of the problem, it is crucial to accurately perform the business processes analysis phase, as well as the final testing. Based on the analysis of the ERP (Enterprise Resource Planning, CRM (Customer Relationship Management and SCM (Supply Chain Management e-business models of the largest producers of software applications, the bottlenecks and shortcomings typical of the implementation of these models were identified in a select sample of clients and it has been established that there are certain inconsistencies and programme problems between the company information system (IS and the implemented ERP/CRM or SCM models. The identified problems served as the basis for designing and programming an application programming interface (API aimed at addressing certain application needs of the companies, i.e. the inadequate synchronization of databases and other IT resources. The API has been designed and programmed with a view to resolving the problems with inconsistencies and synchronization and reducing business operations costs. It has been tested as a pilot application on ISs of selected companies that apply the ERP/CRM business support systems. This work describes the ERP/CRM database synchronization process and tests the quality of the API solution based on a programmed web survey, i

  13. Exploring Relationship between Brand Equity and Customer Loyalty on Pharmaceutical Market

    Directory of Open Access Journals (Sweden)

    Jasmina Dlačić

    2014-09-01

    Full Text Available By maintaining continuous satisfaction and high level of the brand’s equity the customers express the intention of long-term buying of product and their choice spreads on other products in the organization’s portfolio. By developing a brand which represents value to the customers, the customers’ satisfaction will grow reinforcing relationship between satisfaction and brand development. Purpose of this paper is to obtain insight about the relationship between elements of brand equity and customer loyalty among self-medication products. The research results show that elements of brand equity do increase customer brand loyalty. But not all elements do contribute in the same manner.

  14. Customer-Specific Transaction Risk Management in E-Commerce

    Science.gov (United States)

    Ruch, Markus; Sackmann, Stefan

    Increasing potential for turnover in e-commerce is inextricably linked with an increase in risk. Online retailers (e-tailers), aiming for a company-wide value orientation should manage this risk. However, current approaches to risk management either use average retail prices elevated by an overall risk premium or restrict the payment methods offered to customers. Thus, they neglect customer-specific value and risk attributes and leave turnover potentials unconsidered. To close this gap, an innovative valuation model is proposed in this contribution that integrates customer-specific risk and potential turnover. The approach presented evaluates different payment methods using their risk-turnover characteristic, provides a risk-adjusted decision basis for selecting payment methods and allows e-tailers to derive automated risk management decisions per customer and transaction without reducing turnover potential.

  15. Customer Relations Management sebagai Salah Satu Upaya Public Relations Perusahaan Jasa Perbankan Menciptakan Good Image

    Directory of Open Access Journals (Sweden)

    Prima Ayu Rizqi Mahanani

    2017-01-01

    Full Text Available This article deals with marketing trends in the 21st century is shifting from a transactional approach to the relational approach with focus on the fulfillment of needs, satisfaction, and pleasure affect business banking customers are very dependent on the customer. Map business services banking services fickle demands creativity public relations in providing the best service to its customers get a good image. Service concept using the service paradigm leading to cultivate the power of the customer based on the customer satisfaction-oriented, widely used by business banking services at this time. Paradigms that focus on how to provide services to the customer so that the customer was satisfied, beyond what can be given to something that is important and not to be underestimated. Skills to understand and fulfill customer expectations should be every company’s business philosophy of banking services and customer relationship management is a strategy

  16. Causes and outcomes of customer satisfaction in business-to-business markets relationship marketing in the South African cement manufacturing industry

    Directory of Open Access Journals (Sweden)

    Phineas Mbango

    2015-10-01

    Full Text Available Close relationships between cement manufacturers and their customers in business-to-business markets are becoming a necessity in today’s competitive markets. The literature search reveals that, three constructs of relationship marketing (trust, commitment and satisfaction are the most studied and well known. This study contributes to the body of knowledge by adding two constructs (supplier competencies and communication as vital causes to customer satisfaction and the outcome being customer loyalty and cooperation. The study produced a framework of dimensions of relationship marketing in the South African Cement Industry and its hoped will help marketing managers in the industry and related sectors in coming up with relationship marketing strategies that can go a long way in helping them retain, attract, satisfy, and achieve long-term profitable relationships for both the supplier and the customer. A judgemental sample of major cement customers (362 throughout South Africa’s nine provinces were contacted using face-to-face interview technique with self-administered questionnaires. The results support the conceptual model presented; supplier competencies, trust, commitment and communication have a positive association with satisfaction; and satisfaction, in turn, relates positively to all the two outcomes of cooperation and loyalty. It is recommended that a cement manufacturer must invest in strategies that enhance trust, communication, commitment and supplier competencies in order to satisfy its customers who will in turn contribute to customer cooperation and loyalty.

  17. Pengaruh Customer Accounting Sebagai Strategic Management Accounting Techniques Dan Customer Orientation Terhadap Organizational Performance

    OpenAIRE

    Lisa, Valentine

    2015-01-01

    This Study was done to examine the affect of customer accounting as strategic management accounting techniques and customer orientation to organizational performance. This study used primary data from questionnaires which were distributed to 50 manufacturing companies in Surabaya and Sidoarjo. The data collected would be analyzed by using Partial Least Square method to test the hypothesis. The result showed there were positive and significant influence from customer accounting and customer o...

  18. THE CHANGING DIMENSIONS OF PUBLIC RELATIONS: THE RELATIONSHIP BETWEEN BRAND MANAGEMENT AND PUBLIC RELATIONS

    OpenAIRE

    KÖKER, E. PELİN BAYTEKİN MİNE YENİÇERİ ALEMDAR

    2008-01-01

    The changes in the dimensions of public relations, due to the globalization effect on the business enterprises, are remarkable. In this manner, the relationship of public relations with re-engineering, total quality management, six sigma approach, event management, crisis management, reputation management, knowledge management and customer relationship management is evaluated in this study. Moreover, after establishing these interactions, the relationship between public relations and brand ma...

  19. A foot in the Door: Relationship marketing efforts towards Transaction-oriented customers

    DEFF Research Database (Denmark)

    Andersen, Poul Houman

    2002-01-01

    Despite the growing awareness of relationship marketing, there are still limitations to the range of exchange situations where relationship marketing is applicable. Customers may resist suppliers' attempts to become intimate. This contribution deals with how suppliers seek to overcome customer...

  20. Meeting the needs of customers with health CRM.

    Science.gov (United States)

    Phillips, Jon; Panchal, Samir

    2002-01-01

    Customer relationship management (CRM) is a business strategy, supported by applications and technologies, that can fundamentally transform how healthcare delivery organizations manage patient and physician interactions, reduce cost, improve customer-facing processes, drive market and revenue growth, and manage regulatory compliance processes.

  1. Factors for Creating Online Customer Loyalty

    OpenAIRE

    Anamaria Baranov; Liliana-Aurora Constantinescu

    2012-01-01

    Only those companies which succeed in building lasting relationships with online customers are those who customers are confident in and transact online securely. Furthermore, successful companies are those who pay attention to customer satisfaction, who are trying to understand customer needs and expectations and to fulfill them properly. Only those online store managers that focus more on gaining customer loyalty, than to customer acquisition succeed in the online business medium. Customer l...

  2. The Relationship of Corporate and Brand Images, Quality of Services, Customer Satisfaction with Customers Loyalty in Banking Industry

    Directory of Open Access Journals (Sweden)

    *L. Borhani

    2014-12-01

    Full Text Available This study aimed at investigating the relationship of corporate and brand images, quality of services, and customer satisfaction with customer’s loyalty in banking industry in Meybod. Data was collected through questionnaires from 180 customers of six banks. Measurement tools were Loyalty Scale, Corporate Image Scale, Brand Image Scale, Customer Satisfaction Scale and Service Quality Scale. The results of correlation and regression analysis indicated that positive relationships exist between loyalty and the following variables: corporate and brand images, quality of services and customer satisfaction (p≤0.008. Also satisfaction was the most powerful predictor of loyalty and addition of corporate image and service quality significantly increased prediction of loyalty (p<0.01. Brand image and age could not predict loyalty and were not entered into analysis.

  3. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

    The topic for this paper is the link between customer satisfaction and business performance, which makes it possible to use customer satisfaction measures as basis for creating business excellence. First, the paper presents microeconomic models for the relationship between customer satisfaction......, customer loyalty and performance, and optimal customer satisfaction is characterized which will help management choose the right quality parameters for improvement. Second, the paper describes empirical evidence that customer satisfaction measures, based on a modelling approach, have impact on economic...

  4. GLOBAL TOURISM PERFORMANCE IN RELATION TO CUSTOMER RELATIONSHIP MANAGEMENT FROM THE SOCIAL MEDIA PERSPECTIVE

    Directory of Open Access Journals (Sweden)

    FIROIU DANIELA

    2014-05-01

    Full Text Available Having one of the most prominent dynamics globally, tourism is still under the influence of several factors, extremely different and diverse, with sometimes profound influences, difficult to explain and to commensurate. The consequence, especially that of the economic and technological expansion, is that tourism in the 21st century acquires new meanings, with multiple roles, from influences on the lifestyle and the social status, to know-how influences on organizations. Apparently, one of the factors with major implications for productive aspects, the technological factor, is currently becoming, for the actors in the tourism industry, one of the progress binders, with positive effects both in the creation, distribution and sale of tourism products and in the area of pre and post sale relationships with customers. In this context, Social Media, the most important and discussed topic regarding the online environment nowadays has become, for the tourism industry as well, a difficult to manage phenomenon, through the benefits but also through the risks regarding a new way of communication, a deep, transparent, fast one. Social CRM represents the next step to take for companies that want to get closer to their clients, becoming more efficient and competitive

  5. Empirical Study on the Relationships of Internet Banking Quality, Customer Value, and Customer Satisfaction

    OpenAIRE

    Umbas KRISNANTO

    2017-01-01

    The purpose of this conducted study was to test the direct and indirect effects of internet banking quality and customer value to customer satisfaction. This study uses descriptive analysis and multiple regression analysis to examine these relationships. The study is based on a survey conducted with respondents who use internet banking in their day-to-day activities, and all questionnaire items are deemed valid and reliable. For data analysis, the descriptive analysis for the indicators, dime...

  6. Are loyal customers profitable? : customer satisfaction, customer loyalty and customer profitability at the individual level

    OpenAIRE

    Helgesen, Øyvind

    2000-01-01

    Customer satisfaction is supposed to be positively related to profitability. This conception may be called “the paradigm of customer satisfaction”. Nevertheless, only a few studies have examined this fundamental relationship. Thus, evidence for this “much talked about relationship” is questioned. In this working paper the focus is on the individual customer with respect to the relationships between customer satisfaction, customer loyalty and customer profitability at the customer level. The f...

  7. A Relationship Strategy Perspective on Relationship Portfolios

    DEFF Research Database (Denmark)

    Ritter, Thomas; Andersen, Henrik

    2014-01-01

    The paper develops a three-dimensional portfolio model for business relationships which distinguishes among six different categories. Based on assessments of customer profitability, customer commitment, and growth potential, the positioning of a given customer relationship in the portfolio allows...... managers to determine appropriate customer relationship strategies and appropriate performance indicators. Results from applying the portfolio model are reported and managerial implications and future research are discussed.......The paper develops a three-dimensional portfolio model for business relationships which distinguishes among six different categories. Based on assessments of customer profitability, customer commitment, and growth potential, the positioning of a given customer relationship in the portfolio allows...

  8. The impact of the logistics management in customer satisfaction

    Directory of Open Access Journals (Sweden)

    Ghoumrassi Amine

    2017-07-01

    Full Text Available Logistics management is one of nowadays tools to face economic challenges; it’s a mix of business and core activities of the organization. The supply and distribution activities integrated together form what’s known as logistics activities. The logistics activities within a business organization attempt to satisfy customers through achieving the time and location related market challenges and also through the cost of the service provided as well as the quality, taking into consideration customers needs and purchase power. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. Customer satisfaction is also a way to determinate the continuity of the business or of a product life by measuring the loyalty of the customers. If the customers are happy and satisfied, it will ensure the continuity of sales which means the continuity of the business. In the past customer satisfaction was more focused on requirements such as quality and reliability reducing costs of poor quality. In mid 50’s the production costs were continuously increasing, The way to maintain the company’s position within a changing market and increase profit starts by focusing on the service provided to the customer and on decreasing the cost, logistics activities became the backbone of these organizations that target the customer satisfaction while achieving competitive advantage. This study aims to show the impact of the logistics management on customer satisfaction in small and mid-sized Algerian industrial companies, by interviewing the companies managers and everybody in charge of the logistic process, the interview questions will be based on some literature review issues.

  9. The issues of risk, trust, and customer intention: A search for the relationship

    Directory of Open Access Journals (Sweden)

    Michael Adiwijaya

    2017-02-01

    Full Text Available The main purpose of this study is explaining the relationship between customers trust, perceived risk and online purchase intention. However, we added e-servicescape as the antecedent of customers trust, perceived risk, and purchase intention. The respondents were 120 online shop customers. The data was processed using SmartPLS 2.0. We found e-Servicescape to be an antecedent of both customer trust and perceived risk, and customer trust to be the antecedent of purchase intention. However, we found that the relationship between customer trust and perceived risk, as well as perceived risk and purchase intention to be insignificant. Our findings and managerial implications are discussed.

  10. The Role of Customer Engagement in Innovation Adoption

    Science.gov (United States)

    2012-12-01

    CUSTOMER ENGAGEMENT IN INNOVATION ADOPTION THESIS Presented to the Faculty Department of Systems and Engineering Management Graduate... customer and the solution provider should improve this knowledge transfer. It is, however, exceedingly difficult to measure this relationship , or the...to the problem-solution process. This research specifically investigated (1) the relationship between the level of interaction with the customer

  11. Disseminação seletiva da informação em Bibliotecas Universitárias sob o prisma do Customer Relationship Managment.

    OpenAIRE

    Lucas, Elaine R. de Oliveira; UDESC; Souza, Nicole Amboni de; SENAI-SC

    2007-01-01

    Este artigo apresenta uma proposta de Disseminação Seletiva da Informação (DSI) para Bibliotecas Universitárias (BUs) elaborada a partir dos fundamentos teóricos e práticos do Customer Relationship Management (CRM), conhecido como um conjunto de conceitos, construções e ferramentas composto por estratégia, processo, software e hardware. O estudo foi desenvolvido por meio de pesquisa bibliográfica, análise documental e estudos de caso, tratando das quatro fases do CRM denominadas análise estra...

  12. Moderating and mediating effects of switching costs on the relationship between service value, customer satisfaction and customer loyalty: investigation of retail banking in Vietnam

    Directory of Open Access Journals (Sweden)

    Vu Minh Ngo

    2017-05-01

    Full Text Available Switching cost highlights the way how companies create barriers to proactively prevent customer defection which directly and significantly affects customer loyalty and then companies’ performance. The purpose of this paper is to provide empirical evidences about the impact of switching cost on customer loyalty by examining its mediating and moderating effects on the relationships between service value, customer satisfaction and customer loyalty. Specially, two difference types of switching costs, positive one and negative one, are proposed and tested independently in order to provide more insights about their impacts. The data about switching costs and other constructs are collected from 261 retail banking customers, and analysed using structural equation modelling and moderated path analysis. It is found that positive switching costs increase customer loyalty by partly transforming the effect of service value and customer satisfaction into customer loyalty. While negative switching cost only mediates the service value-loyalty relationship. Moreover, only negative switching cost has significant moderating effect on the satisfaction-loyalty relationships. Finally, the analysis reveals that negative switching cost might also weaken good impacts from positive switching cost on satisfaction-loyalty relationships.

  13. A Theoretical Review of CRM Effects on Customer Satisfaction and Loyalty

    Directory of Open Access Journals (Sweden)

    S. M. Kamrul Islam Shaon

    2015-03-01

    Full Text Available This paper has been devoted to theoretically examining the Customer Relationship Management (CRM agenda which has been dominating the business world in recent years. Customer relationship management is a new competitive weapon for organizations for serving internal and external customers. Today’s organizations are focusing on conquering the minds of customers, to make them satisfied and loyal with the help of sophisticated, well-organized CRM efforts. This paper is to explore the CRM agenda in organizational interfaces and its effectiveness with regards to customer satisfaction and customer loyalty. The related literature demonstrates that there is a significant association among effective CRM, customer satisfaction and customer loyalty.

  14. Meta-analytic of the relationship between employee job satisfaction and customer satisfaction

    OpenAIRE

    Marlena León Mendoza; Carlos Ortega Maldonado

    2014-01-01

    A meta-analysis of the relationship between employee job satisfaction and customer satisfaction was conducted. This analysis produced statistically significant correlation for this relationship. Results suggest that the service context is a moderator of the employee job satisfaction – customer satisfaction relationship in a way that in personal services this correlation is stronger than in non-personal services. Some implications for future research are presented

  15. Relationships between Personal Traits, Emotional Intelligence, Internal Marketing, Service Management, and Customer Orientation in Korean Outpatient Department Nurses.

    Science.gov (United States)

    Kim, Bogyun; Lee, Jia

    2016-03-01

    Current increase and complexity of medical tests and surgical procedures at outpatient department (OPD) require OPD nurses to have customer orientation focusing on various customers' interests and needs. The purpose of this study was to identify the factors associated with customer orientation in nurses working at OPD of hospitals. The study used a descriptive correlational design with cross-sectional survey. The study settings were four general hospitals in Seoul and its metropolitan area. Data were collected from 138 OPD nurses from general hospitals. Study variables were personal traits, emotional intelligence, internal marketing, service management and customer orientation. Factors associated with customer orientation were identified as conscientiousness from personal traits (β = .37, p marketing from environmental characteristics (β = .21, p = .001). Hospital administrators should support OPD nurses to cultivate sincere and sociable personal traits and emotional intelligence, and to consider employees as internal customers to improve patient-oriented services and satisfaction. Copyright © 2015. Published by Elsevier B.V.

  16. The Theoretical Underpinnings of Customer Asset Management

    NARCIS (Netherlands)

    R.N. Bolton; K.N. Lemo; P.C. Verhoef (Peter)

    2002-01-01

    textabstractMost research in customer asset management has focused on specific aspects of the value of the customer to the company. The purpose of this article is to propose an integrated framework ? called CUSAMS -- that enables service organizations to comprehensively assess the value of their

  17. Customer complaints: a managed care firm's best weapon in CQI.

    Science.gov (United States)

    Polonski, G J

    1995-01-01

    Encouraging customer feedback and developing an automated customer complaint system are two essential steps a health plan must take if it wishes to develop a balanced relationship with the customer. The author explores how the right attitude and appropriate action can ensure that both customers and the company reap the benefits of a comprehensive customer complaint system.

  18. The Service for the Customers of Coal Products in the Context of the Conception of Relationship Marketing

    Directory of Open Access Journals (Sweden)

    Trushkina Nataliia V.

    2017-04-01

    Full Text Available The article is aimed at developing approaches to the service for various groups of customers of coal products in the context of the conception of relationship marketing. Content of the term of «service of the customers of coal products» has been clarified. An analysis of the dynamics of volume and structure of coal consumption in Ukraine was carried out. It has been proven that in organizing the marketing processes in terms of coal enterprise activities, it is appropriate to apply the conception of relationship marketing, essence of which is formation of a partnership based on a customer-oriented approach to the service for customers of coal products. A feature of this approach, unlike the existing ones, is the allocation of different groups of consumers of coal products, taking into consideration the volume of their annual demand and the specifics identified. It has been suggested that a systemic, process, and functional approaches to the organization of processes of service for the consumers of coal products be used in a single complex through the implementation of management functions.

  19. APPROACH TO CUSTOMER RELATIONSHIP MANAGEMENT (CRM)-THE NEW KEY SALES SUCCESS

    OpenAIRE

    Daniel Mihai VASILIU

    2012-01-01

    In this paper I investigate the new role of marketing specialists as customers supporters by understanding their real needs and concerns, ensuring that promises are, effectively and convince, a reality. In the past years there have been considerable changes in the arena battle to win customers and is currently recording a reconceptualization of the notion of selling. In the current business environment, characterized by a competition from increasingly aggressive, the battle to win customers i...

  20. Engaging the Student as a Customer: A Relationship Marketing Approach

    Science.gov (United States)

    Bowden, Jana Lay-Hwa.

    2011-01-01

    Increasingly organizations are recognizing the value of establishing close relationships with their customers. Despite this, research has not deeply explored how the intangible aspects of relational exchange such as customer satisfaction, as well as affective commitment, calculative commitment, and trust, combine to determine loyalty in the…

  1. UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

    Directory of Open Access Journals (Sweden)

    Mircea Andrei SCRIDON

    2008-01-01

    Full Text Available In any industry, the first step to finding and creating profitable customers isdetermining what drives profitability. This leads to better prospecting andmore successful customer relationship management. Any company cansegment and profile their customer base to uncover those profit drivers usingthe knowledge of their customers, products, and markets. Or they can usedata-driven techniques to find natural clusters in their customer or prospectbase. Whatever the method, the process will lead to knowledge andunderstanding that is critical to maintaining a competitive edge

  2. A Review Of CEM: Customer Engagement as Innovation Co-Creator

    Directory of Open Access Journals (Sweden)

    Elidjen Elidjen

    2013-12-01

    Full Text Available Competition is very tight causing companies looking for a competitive edge, both in the product packaging and in maintaining good relations with their customers. The management of good relationship is commonly referred to Customer Relationship Management (CRM. In general, CRM is focused on how to market something to customers and obtain value from them by using information technology. However, it ignores customers’ insight that can provide added value to the company's profits. That is what causes the need for Customer Experience Management (CEM to handle the experience of customers to improve value for customers so that customers become loyal. More useful definition of CEM is handling customer interactions to build brand equity and increase the long-term profitability. The five-element approach known as SMART (strategy, metrics; alignment, redesign and technology has a positive impact for the company. In the end customers can actualize themselves, through a company's brand and products.

  3. Predicting Customer Potential Value: an application in the insurance industry

    NARCIS (Netherlands)

    P.C. Verhoef (Peter); A.C.D. Donkers (Bas)

    2001-01-01

    textabstractFor effective Customer Relationship Management (CRM), it is essential to have information on the potential value of customers. Based on the interplay between potential value and realized value, managers can devise customer specific strategies. In this article we introduce a model for

  4. TÍTULO NULO CUSTOMER RELATIONSHIP MANAGEMENT Y LAS PEQUEÑAS Y MEDIANAS EMPRESAS: UN ESTUDIO DE MÚLTIPLOS CASOS EN EMPRESAS PORTUGUESAS CUSTOMER RELATIONSHIP MANAGEMENT E AS PEQUENAS E MÉDIAS EMPRESAS: UM ESTUDO DE MÚLTIPLOS CASOS EM EMPRESAS PORTUGUESAS

    Directory of Open Access Journals (Sweden)

    Cristiane Drebes Pedron

    2013-01-01

    Full Text Available Customer Relationship Management (CRM emerges as a response to organizations that choose to adoptstrategies of relationship marketing so as to o er customers a more personalized experience. The need forsignificant investments in the purchase of technological systems and to adapt the internal procedures causesthe Small and Medium Enterprises (SMEs to remain in a more traditional posture, unlike the largeenterprises. However, increased competition, globalization of markets, technological development and the ephemerality of customer preferences have led many SMEs to rethink their business. This article seeks toanswer the question "how CRM is adopted in the SMEs, for the purpose of analyzing the critical successfactors relevant to the adoption of CRM in the SMEs?" Therefore case studies were made of threePortuguese enterprises. Interviews were conducted and secondary documents were analyzed to collect data.As the main contribution, an analysis was made of those critical success factors for the adoption of CRMwhich should be considered most important by the SMEs. In conclusion it was found that the enterprisesstudied during the project of CRM implementation had attributed greater importance to the followingcritical success factors, integration of information and data, e icient human resource management andsupport of top management. Furthermore, because of limited resources, it is important for these enterprisesto plan the process of CRM in advance to ensure that the best choices in terms of technology are made.El Customer Relationship Management (CRM surge como respuesta a las organizaciones que decidenadoptar estrategias de marketing relacional para ofrecer a sus clientes una atención más personalizada. Lanecesidad de inversiones significativas en la compra de sistemas tecnológicos y  en la adaptación de losprocedimientos internos hizo con que las Pequeñas y Medianas Empresas (PME se mantuvieran en uncircuito más tradicional, al contrario de

  5. Unveiling the relationship between the transaction timing, spending and dropout behavior of customers

    NARCIS (Netherlands)

    Glady, N.; Lemmens, A.; Croux, C.

    The customer lifetime value combines into one construct the transaction timing, spending and dropout processes that characterize the purchase behavior of customers. Recently, the potential relationship between these processes, either at the individual customer level (i.e. intra-customer correlation)

  6. Building Strong Customer Relationships through Brand Orientation in Small Service Firms: An Empirical Investigation

    OpenAIRE

    Chovancová, Miloslava; Osakwe, Christian Nedu; Ogbonna, Benson U.

    2015-01-01

    The purpose of this paper is to empirically examine the relationship between the adoption of a brand orientation strategy and customer relationship performance in a small service firm setting. More specifically, in addition to investigating the direct link between brand orientation and customer relationship performance, we further examine the moderating effects of entrepreneurial orientation and perceived competitive intensity on the empirical link between brand orientation and customer relat...

  7. An empirical study on the relationship between customers' credit rating and their financial transcripts for loan assignment

    Directory of Open Access Journals (Sweden)

    Hassan Najafi

    2012-01-01

    Full Text Available One of the most important issues on revenue management in banking industries is the assignment of loan to customers. In fact, a big portion of banks' revenue is from loan assignment and choosing appropriate customers for loan assignment not only reduces the financial risk but also it can increase the revenue. In this study, we perform an empirical study to find out whether customers' financial statements could provide enough information about customers for loan assignment. The other objective of this study is to find out whether banks' officials could understand about the details of customers' financial statements. Finally, we want to find out whether there is any relationship between unpaid loans and customers' credit rating. The present study is executed on an Iranian bank by distributing a questionnaire analyzing the results. The results indicate that there are some strong evidence that financial statement could help bank official determine customers' credit rating. The survey also concludes that highly education and experienced employees are the best people for devoting best credit rating for customers.

  8. Relationship Between Service Quality and Behavioral Intentions: the Mediating Effect of Customer Satisfaction

    OpenAIRE

    Ismail, Azman; Rose, Ilyani Ranian; Tudin, Rabaah; Dawi, Norazryana Mat

    2017-01-01

    This study was undertaken to measure the relationship between service quality, customer satisfaction and behavioral intentions. A survey method was employed to collect data from customers who received treatments at army medical organizations in Malaysia. The outcomes of Smart-PLS path model analysis confirmed that relationship between service qualities features (tangible, reliability, responsiveness, assurance and empathy) with customer satisfaction were positively and significantly correlate...

  9. The total customer relationship in health care: broadening the bandwidth.

    Science.gov (United States)

    Berwick, D M

    1997-05-01

    The health care system is in the midst of a market revolution, driven by cost containment but also fully charged by the idea that competition among providers will lead to reforms that neither the government nor the professions have been able to achieve by themselves. An agenda of "reports to consumers" has been advanced as a bright new hope for improving the health care system. An alternative to this notion of consumerism is far broader--that is the concept of total relationship. In the hands of masters outside the health care domain, the total customer relationship embraces several elements that can be imported into health care and that offer more promise than "report cards," including the following: Customers as assistants in decreasing waste; Mass customization and stratification of need; Shaping demand; Immediate recovery; Delight as the objective; and Customer knowledge and innovation. A CREDO: The next phase of development of total customer relationship might well be guided by a credo including several tenets about the wisdom of those the health care system serves and the nature of its purpose: 1. In a helping profession, the ultimate judge of performance is the person helped. 2. Most people, including sick people, are reasonable most of the time. 3. Different people have different, legitimate needs. 4. Pain and fear produce anxiety in both the victim and the helper. 5. Meeting needs without waste is a strategic and moral imperative.

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

    Directory of Open Access Journals (Sweden)

    Ratih Nurhidayah

    2016-01-01

    Full Text Available 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

  11. Customer journey in B2B SaaS business models

    OpenAIRE

    Opanasenko, Mariia

    2017-01-01

    In this paper customer journey for B2B SaaS business models was analyzed to study customer experience, customer success and its key performance indicators. The research method is the case study of Supplier Relationship Management SaaS solution provider. In recent years, the research in customer journey management identified the tendency of acknowledge customer journey as a differentiator and a competitive advantage. Customer journey is a complex process that entails structured customer experi...

  12. Components of Managing the Quality of Customer Service

    Directory of Open Access Journals (Sweden)

    Vovk Viktoriia M.

    2017-12-01

    Full Text Available The aim of the article is to clarify the essence of the concept “service quality”, identify the key criteria affecting the assessment of service quality, and find the points of intersection between the capabilities of the manufacturer and the preferences of the consumer in the process of improving the service quality. In the article the author’s interpretation of the category of service quality is proposed. The carried out research allowed to identify the stages of the service process and offer the criteria for assessing the quality of customer service. Studying the possibilities of enterprises in terms of customer service quality and the preferences of customers themselves allowed to create a model for managing the quality of customer service, which enables taking into account the interaction of the producer and the customer in the process of improving the service quality. Prospects for further research in this area are the testing of the theoretical model for managing the quality of customer service on practical material in a particular industry.

  13. What Lies behind the Concept of Customer Relationship Management? Discussing the Essence of CRM through a Phenomenological Approach

    Directory of Open Access Journals (Sweden)

    Cristiane Drebes Pedron

    2009-01-01

    Full Text Available Several authors and consulting firms show statistics indicating that at least 50% of all CRM projects fail. Some of them attempt to point out a list of factors in order to guarantee successful CRM implementation and application. However, few people (either academics or practitioners attempt to discuss or consider the essence of the idea of CRM. The main goal of this exploratory research is to discuss the CRM essence through a phenomenological approach. This paper assumes that one of the main reasons for CRM failure is the lack of understanding about the true meaning and implication of practices for managing the relationship with customers. Therefore, we need to question the essence of CRM itself and discuss the very concept of relationship. We claim that the idea of CRM involves very serious issues about institutions, roles, power and ethical values that have to be considered. In this article, we attempt to analyze the essence of relationship, trying to go beyond the common meaning of CRM. As the main results of this paper, we offer a critical reflection related to the different faces and aspects of the CRM phenomenon, not only as a matter of IT applications, but also as a strategy and even as an organizational philosophy.

  14. PENGARUH DIGITAL MARKETING DAN CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS KONSUMEN MASKAPAI PENERBANGAN GARUDA INDONESIA

    OpenAIRE

    BUDIMAN, NOVAYANTI

    2017-01-01

    2017 ABSTRAK PENGARUH DIGITAL MARKETING DAN CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS KONSUMEN MASKAPAI PENERBANGAN GARUDA INDONESIA THE INFLUENCES OF DIGITAL MARKETING AND CUSTOMER RELATIONSHIP MARKETING TOWARD GARUDA INDONESIA AIRLINES??? CUSTOMER LOYALTY Novayanti Budiman Yansor Djaya Wahda Penelitian ini bertujuan untuk menganalisis pengaruh dari pemasaran digital dan pemasaran hubungan konsumen terhadap loyalitas ...

  15. Organizational Relationship Termination Competence

    DEFF Research Database (Denmark)

    Ritter, Thomas; Geersbro, Jens

    2011-01-01

    termination are found to significantly affect a firm's relationship termination competence. The findings suggest that managers should regard termination as a legitimate option in customer relationship management. In order to decrease the number of unwanted customers, managers must accept termination......Most firms are involved in a number of customer relationships that drain the firm's resources. However, many firms are hesitant to address this problem. This paper investigates customer relationship termination at the organizational level. We develop and analyze the organizational dimensions...... of organizational termination in order to improve our understanding of the management of termination. The impact of these termination dimensions on the percentage of unwanted customers is developed and tested using PLS on data gathered from a cross-sectional survey of more than 800 sales representatives. We find...

  16. Qualitative development of eLearning environments through a learner relationship management methodology

    Directory of Open Access Journals (Sweden)

    Fattaneh Taghiyareh

    2013-03-01

    Full Text Available Due to paramount importance of knowledge, life-long learning, globalization, and mobility; eLearning as an information technology application has faced rapid growth in recent years. Disseminated war for talent enforces providers of eLearning products to identify technological gaps of learning and provide personalized services for customers of this industry. As we may know, designing customer-centered environments and managing end-user relations are the most effective elements in the market gain, due to the importance of customer satisfaction. The special features of eLearning systems with respect to their centers and users make them appropriate realms for applying a Customer Relationship Management (CRM methodology. Learner Relationship Management (LRM, which is more specialized than CRM in eLearning context, plays a significant role in improving quality of services, enhancing learners’ satisfaction and retention, keeping them, and recruitment new users. LRM provides an integrated infrastructure for eLearning systems and helps them to analyse learners’ capabilities and find the best match to overcome the turbulent environment and tight competition. Also, by improving the service quality and enhancing teaching and learning flows, LRM offers personalized instructions to learners.

  17. An investigation on relationship between CRM and organizational learning through knowledge management: A case study of Tehran travel agency

    Directory of Open Access Journals (Sweden)

    Mirza Hasan Hosseini

    2013-03-01

    Full Text Available Customer relationship management (CRM plays essential role on the success of many business units. CRM integrates necessary data from internal and external sources to assist managers and employees for business development. This paper attempts to analyze relationship between CRM, organizational learning, and knowledge management. Research population includes travel agencies in Tehran, Iran and their manager are considered for the purpose of this study. This research has four variables 1- Successful implementation of KM, 2- Organizational learning, 3- customer orientation, and 4- information share with customers. The preliminary results of this survey indicate that any development of CRM will significantly contribute relative efficiency of this travel agency. The results also indicate that there is a meaningful relationship among components of CRM including organizational learning, and knowledge management in this travel agency.

  18. Towards a holistic customer experience management framework for enterprises

    Directory of Open Access Journals (Sweden)

    De Vries, Marne

    2016-11-01

    Full Text Available We have entered the age of the customer where customer choice is the main differentiator between enterprises. Therefore, enterprises need to shift their focus to customer experience management (CEM. A survey conducted within the telecommunications sector indicated a gap between theoretical CEM approaches and their implementation in enterprises. Although a systematic literature review and inductive thematic analysis of CEM literature revealed nine common themes, none of the existing approaches includes all of these themes in a comprehensive way. Based on those nine themes, this paper presents a new holistic framework for CEM that managers and practitioners concerned with improving customer experiences could use.

  19. ESTIMATING THE COST-VALUE RELATIONSHIP USING INSTRUMENTS OF MANAGEMENT ACCOUNTANCY

    Directory of Open Access Journals (Sweden)

    Iuliana GEORGESCU

    2010-12-01

    Full Text Available According to the Declaration of the International Federation of Accountants (IFAC, 1998, in the managementaccounting evolution the period after 1995 is characterized by the interest in creating or producing value throughefficacious and efficient use of resources using the techniques whuch analyze the value inductors for the customer andshareholders, through institutional innovation. In this context, the concern is to eliminate "non-value added activities",that were characteristic for higher prices without increasing value for the customer. Awareness of this fact wasfollowed by a general mobilization to cover the development of integrative tools and models designed to manage costsand value together, put them in bundles and carry out arbitrage between these two categories of elements: "the stakes isto optimize the enterprise supply by adapting the capital that it invests at the same level that is the customer value of theproduct".Starting from the definition of value, we intend to begin to explore the concept of customer value and, in particular, wewill try to see if it differs from the price paid by the customer. Then we highlight the complexity of the concept ofcustomer, multiple customers and unstable customers, because this is the fact that makes measuring and ranking thevalues that they perceive to be difficult, or in any case, relative. In the second part of the article we will look on theproblematic relationship between cost and value. To do this we will analyze the main management accounting methodsproposed to build this relationship, especially insisting on the target costing method and activity-based costing method.

  20. Loyalty programs (FPs in tourism: Importance of long term relationship with customers

    Directory of Open Access Journals (Sweden)

    Lukić Tamara

    2016-01-01

    Full Text Available This paper emphasizes the significance of developing long-term relationships with customers through the introduction of loyalty programs in everyday business. The paper further presents a link between the creation of a solid consumer base and their value in providing stable profits to companies for a longer period of time. Thus, in order to better understand the importance of customer lifetime value, authors gave a simple example how companies could calculate potential profit of a single consumer. Also, the paper explains the principle of CRM and presents the rules in creating incentives for customers to engage in frequent purchases of tourism products. Especially, authors of this paper highlight the need of developing frequency programs (FPs as a guideline in creation of customized relationships with customers, using examples from companies operating in the tourism sector.

  1. A customer-friendly Space Station

    Science.gov (United States)

    Pivirotto, D. S.

    1984-01-01

    This paper discusses the relationship of customers to the Space Station Program currently being defined by NASA. Emphasis is on definition of the Program such that the Space Station will be conducive to use by customers, that is by people who utilize the services provided by the Space Station and its associated platforms and vehicles. Potential types of customers are identified. Scenarios are developed for ways in which different types of customers can utilize the Space Station. Both management and technical issues involved in making the Station 'customer friendly' are discussed.

  2. CRM-CONSEPTION AS THE BASIS FOR A BANK’S CUSTOMER-ORIENTED STRATEGY

    OpenAIRE

    Novikova, K.; Nekrasova, E.

    2013-01-01

    The article is devoted to the customer-oriented approach to commercial bank management using CRM-conception (customer relationship management conception). The article reveals the stages of customer-oriented strategy implementation into the bank’s work.

  3. Relationship between Service Quality and Behavioral Intentions: The Mediating Effect of Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Azman Ismail

    2017-07-01

    Full Text Available This study was undertaken to measure the relationship between service quality, customer satisfaction and behavioral intentions. A survey method was employed to collect data from customers who received treatments at army medical organizations in Malaysia. The outcomes of Smart-PLS path model analysis confirmed that relationship between service qualities features (tangible, reliability, responsiveness, assurance and empathy with customer satisfaction were positively and significantly correlated with behavioral intentions. This result demonstrates that effect of tangible, reliability, responsiveness, assurance and empathy on behavioral intentions was mediated by customer satisfaction.DOI: 10.15408/etk.v16i2.5537

  4. The Role of Multichannel Marketing in Customer Retention and Loyalty: Study in Emerald Bank Customer in Indonesia

    OpenAIRE

    Ambarwati Ambarwati; Djumilah Zain Hadiwidjojo; Achmad Sudiro; Fatchur Rohman

    2015-01-01

    Attention on the relationship between customer retention, customer loyalty, and customer satisfaction that serves as "seed" of customer loyalty highlight the important factors for multichannel management. With the growing trends of people in investing their money in bank for securities need to be responded by the marketing department to create better marketing strategies. The purpose of this study is to examine and explain the effect of a multichannel bank on emerald customers retention   in ...

  5. The Relationship Between SERVQUAL, National Customer Satisfaction Indices, and Consumer Sentiment

    DEFF Research Database (Denmark)

    Kristensen, Kai; Eskildsen, Jacob Kjær

    2012-01-01

    The focus of this study is to integrate SERVQUAL with a national customer satisfaction index, in this context, the Extended Performance Satisfaction Index Rating framework (EPSI Rating), the European counterpart to the American Customer Satisfaction Index, and to explore the possible relationship...... with consumer sentiment measures. The data for this study come from the Danish Customer Satisfaction Index 2007. Here approximately 1700 customers evaluated their preferred bank. The questionnaire consists of two parts: the basic EPSI statement, as well as 15 statements covering the five dimensions from...

  6. Analyzing the relationships among perceptions on store loyalty programs, trust, customer commitment to the relationship and store loyalty through structural equation modeling

    OpenAIRE

    Yeniçeri, Tülay; Erten, Ela

    2008-01-01

    Especially in the retail industry, where there is intense competition, companies have started to initiate customer loyalty programs. By the help of these programs companies expect to develop long - term relationships with their customers and collect useful information about them as well. The purpose of this research is to analyze a supermarket customer loyalty program to investigate the relationship between customer loyalty programs and the actual customer loyalty to a company’s products and ...

  7. Analisis Customer Segment, Channels, Dan Customer Relationship Dalam Pembentukan Value Proposition Di Starbucks Coffee (Studi Kasus Pada Starbucks Coffee Indonesia)

    OpenAIRE

    Nurmanisa, Aisy; Wilopo,; Sanawiri, Brillyanes

    2016-01-01

    This research aims to understand and explain; How to Starbucks Coffee create value proposition for their customer? How to Starbucks Coffee segmented the customer, to create the value proposition? How to Starbucks Coffee build and choose the channels to grab the customer and create value proposition? How to Starbucks Coffee build a customer relationship and create value proposition from the process? .This reaserch uses primery data descriptive analysis method with fenomelogy kualitative o...

  8. From connection to customer; Van aansluiting naar klant

    Energy Technology Data Exchange (ETDEWEB)

    Milatz, H.; Soeters, R. [Verdonck Klooster Associates/ICT Consultants, Zoetermeer (Netherlands)

    2001-06-01

    Energy companies can no longer be certain that a customer today will remain a customer tomorrow. They have to work hard to achieve that. They are going from thinking in terms of connections to pampering their customers. Good Customer Relationship Management is a way to achieve a competitive advantage. The whole organisation has to adapt, particularly the customer orientation of employees.

  9. Supplier Relationship Management: a review focused on Logistics and Production integration

    Directory of Open Access Journals (Sweden)

    Franciele da Silva Garcia

    2015-12-01

    Full Text Available Integrating information regarding planning, decisions and processes within a focal company and between companies is a primary challenge for many organizations. Both internal (among business functions and external (between suppliers and customers integration aim to maximize the value added to customers and to minimize the required efforts involved in integration. However, identifying which activities demand a higher level of integration among business functions and what the possible results are is not always easy to understand, both within the organization and among their relationships. The purpose of this paper is therefore to understand the integration between Logistics and Production in supplier relationship management (SRM by performing a systematic literature review. A systematic literature review was conducted as a research method of this paper, followed by a critical analysis of the selected works in order to thoroughly identify how these functions participate in the main activities of the SRM process. As a result, it was realized that integrating Logistics and Production may contribute to supplier relationship management by sharing information on strategic supply specifications (time and sequence and also by improving the flow of information/materials to meet quality, quantity, cost and time requirements for the customer.

  10. The relationship between SERVQUAL, national customer satisfaction indices & consumer sentiment

    DEFF Research Database (Denmark)

    Kristensen, Kai; Eskildsen, Jacob Kjær

    2008-01-01

    The focus of this study is to integrate SERVQUAL with a national customer satisfaction index in this context the EPSI Rating framework and explore the possible relationship with consumer sentiment measures. The data for this study comes from the Danish Customer Satisfaction Index 2007. Here app....... 1700 customers have evaluated their preferred bank. The questionnaire consists of two parts: the basic EPSI statement as well as 15 statements covering the 5 dimensions from SERVQUAL. Furthermore the respondents answered two questions related to consumer sentiment. The results show that both SERVQUAL...

  11. The Relationship Between Internal Motivation And Customer Satisfaction Of Posthaste Purchase

    Directory of Open Access Journals (Sweden)

    Farbodsouri

    2017-06-01

    Full Text Available The purpose of this study is performing an empirical study in the field of marketing in order to examine the relationship between internal motivation and customer satisfaction of posthaste purchase in stores that researcher made model have been used.In this model the relationship between internal motivation and customer satisfaction of posthaste purchase was investigated. To review research sample of 385 customers was selected as a stepwise clustering. Data gathered by standard questionnaire with 21 questions that its validity and reliability was confirmed and distributed among the statistical population. Data analysis was performed using descriptive statistics and inferential statistics. At the level of Descriptive statistics indices such as frequency and frequency percentage were used and in inferential statistics correlation methods structural equation modeling path analysis has been done using the spss and lisrel software. The results of the analysis showing the existence of a significant and positive impact of internal motivation on customer satisfaction of posthaste buying. In general the ability of the Tehran Hyperstar chain store to increase customers satisfaction of posthaste buying must pay special attention to the effective internal motivation of customers the impulsivity the pleasure of shopping fashion involvement personal identity p050.

  12. IMPLEMENTASI CUSTOMER RELATIONSHIP MARKETING PADA GRAND MIRAGE RESORT AND THALASSO BALI

    Directory of Open Access Journals (Sweden)

    Ni Nyoman Triyuni1

    2017-12-01

    Full Text Available Tujuan penelitian ini adalah untuk mengetahui implementasi customer relationship marketing pada Grand Mirage Resort and Thalasso Bali. Penelitian ini merupakan analisis deskritif kualitatif yang dilakukan melalui pengkategorian. Data disajikan berdasarkan kategori lalu dilaksanakan komparasi data, kemudian penarikan simpulan. Bedasarkan hasil penelitian menunjukkan implementasi customer relationship marketing pada Grand Mirage Resort and Thalasso Bali yaitu menggunakan tiga konsep customer relationship marketing yang terdiri dari attraction, retention, dan enhancement. Attraction merupakan daya tarik andalan yang berupa program-program seperti All Inclusive dan Guest Daily Activities, selain itu penampilan karyawan yang menerapkan pelayanan prima melalui self friendliness, attitude dan attention. Retention merupakan sikap perusahaan untuk menjalankan hubungan dengan pelanggan yang bernilai guna, adapun program yang diterapkan adalah loyalty program repeater guest. Enhancement merupakan kemitraan yang dijalin untuk memperoleh posisi berkelanjutan di pasar dengan menjaga komunikasi dengan tamu, adanya kedekatan dengan para tamu, menumbuhkan hubungan jangka panjang serta dapat menanggulangi keluhan dari tamu.

  13. How platforms are transforming customer information\\ud management

    OpenAIRE

    Stone, Merlin; Aravopoulou, Eleni; Girardi, Gherardo; Weinzierl, Luisa; Laughlin, Paul; Stott, Ryan; Todeva, Emanuela

    2017-01-01

    Purpose\\ud The purpose of this paper is to explain the development of ecosystems and platforms to manage customer information, and to identify the management, research and teaching implications of this evolution.\\ud \\ud Design/methodology/approach\\ud This article is based on research and industrial experience of two of the co-authors in customer relationshipmanagement, further developed with other co-authors in the field of business models, the research and teaching experience of the universi...

  14. Managers' perceptions of customers' satisfactions with their hospital cafeteria services.

    Science.gov (United States)

    Johnston, C M; Upton, E M

    1991-01-01

    It is important that hospital cafeterias deliver products that create customer satisfaction so that financial objectives are met. An exploratory descriptive survey of 12 selected hospital cafeterias used a self-administered questionnaire to determine how satisfied customers were with services provided. It also asked cafeteria managers to give their perceptions of their customers' relative satisfaction/dissatisfaction with the service. Principal components analysis, followed by varimax rotation, identified four underlying constructs of the 15 pre-selected foodservice characteristics used to measure relative satisfaction. A multiple regression model, controlling for country, hospital size and customer demographics, in which the dependent variable was overall rating, found that the independent variables, the underlying rating constructs--food and service--made a much greater impact on overall rating than environment and accessibility. Most cafeteria managers' predictions about their customers' satisfaction were within two standard deviations of their customers' mean scores of satisfaction. While the managers' close association with their service may have accounted for this, it does not necessarily follow that they have the power to implement policy and product improvements.

  15. CUSTOMER LOYALTY - THE GUARANTEED SUCCESS OF AN ORGANIZATION ON THE MARKET

    OpenAIRE

    Carmen-Maria, IORDACHE

    2013-01-01

    Managing customer value by offering qualitative services is considered a critical component of the marketing strategies. Customer value ensures the loyalty buiding. Orientation towards the customer, keeping in contact with customers, and a commitment to live up to customer expectations are the new rules of strategic management of customer relationships. Consumers have become more willing than ever to pick the sides of those organizations perceived as offering quality. The satisfaction and loy...

  16. CUSTOMER LOYALTY - THE GUARANTEED SUCCESS OF AN ORGANIZATION ON THE MARKET

    Directory of Open Access Journals (Sweden)

    Carmen-Maria, IORDACHE

    2013-10-01

    Full Text Available Managing customer value by offering qualitative services is considered a critical component of the marketing strategies. Customer value ensures the loyalty buiding. Orientation towards the customer, keeping in contact with customers, and a commitment to live up to customer expectations are the new rules of strategic management of customer relationships. Consumers have become more willing than ever to pick the sides of those organizations perceived as offering quality. The satisfaction and loyalty of customers, ensured by high quality products and services that offer value for money, are essential for long-term survival, let alone the longterm success. This article aims to address the importance of relationship marketing in ensuring the loyalty of clients, the types of loyalty, the need for an organized database of customers as well as means to ensure customer loyalty.

  17. 76 FR 45730 - Customer Clearing Documentation and Timing of Acceptance for Clearing

    Science.gov (United States)

    2011-08-01

    ... proposing regulations to facilitate customer access to clearing and to bolster risk management through... and execution of customer transactions on a DCM or SEF on terms that have a reasonable relationship to... a reasonable relationship to the best terms available by prohibiting restrictions in customer...

  18. The Relationship Between Hotel Brand Personality And Customer Loyalty

    OpenAIRE

    Yasin, Bahar; Jamontaite, Kamile; Ahmedova, Saida; Akin, Mahmut Selami

    2018-01-01

    The purpose of this article is to explore the relationship between brand personality and customer loyalty in the five-star business hotel and propose an effective way for developing a remarkable hotel brand and improving its customer loyalty. The reason for choosing a particular hotel is that it is a member of a famous international hotel chain with a well-known brand name. According to the literature, business hotels usually have stronger brand names comparing to leisure hotels. Literature r...

  19. Customers, accounting and strategy: the case of a UK SME

    OpenAIRE

    Pitcher, GS

    2016-01-01

    This paper illustrates that the linking of Customer Relationship Management, Customer Profitability Analysis and Portfolio Management can make a positive impact on the development of strategy in a SME. The integration of marketing and financial systems, inculcating a customer focused culture and encouraging and facilitating cross-functional interaction enabled the collection, dissemination and review of customer related information to become part of the organisational routines. The case study...

  20. RELATIONSHIP MARKETING RESEARCH TAILORED TO SUPPORT SALES MANAGEMENT. CASE STUDY: AN INTERNATIONAL EXPRESS LOGISTICS COMPANY IN ROMANIA

    Directory of Open Access Journals (Sweden)

    Fotea Ioan Stefan

    2010-07-01

    Full Text Available Within current economy context, complexities and particularities most companies are constantly seeking to maximize effectiveness and efficiency of their business. As sales force represents for most organizations their “spearheds”and direct contact with the market, its management can be a source for customer satisfaction and overall efficiency. Relationship marketing research with all its particularities and dimensions, if tailored appropriately can explicitly pinpoint major sources of customer satisfaction and dissatisfaction. Focus of contemporary relationship marketing is the customer viewed across lifetime as a profit source and partner rather than on short term for singular transactions. Research findings help the organization better manage its sales force and generate customer satisfaction, retention and loyalty and maximize profits while achieving superior efficiency.

  1. Worldwide Warehouse: A Customer Perspective

    Science.gov (United States)

    1994-09-01

    Management Office (PMO) and the customers (returnees and buyers) 23 will be developed or adapted from existing software programs. The hardware could be... customer requirements and desires is the first aspect to be approached. Sections 4.7 to 4.11 were dedicated to inivestigate those relationships and...R x NTIS CRA&I DTIC TAB WORLDWIDE WAREHOUSE: Ju’a-noj1c0[ed 0 A CUSTOMER PERSPECTIVE J-f-c-.tion .......... THESIS By D i s ib , tio

  2. The Role of Customer Engagement in Enhancing Passenger Loyalty in IndonesianAirline Industry: Relationship Marketing Approach

    Directory of Open Access Journals (Sweden)

    Raditha Hapsari

    2015-09-01

    Full Text Available Scholars and practitioners agree that organisations cannot rely on transactional marketing since customers demand more personalized goods and services. Consequently, organisations need to build a relationships based on a mutual exchange with their customers to satisfy their needs and wants and customer relationship emerged to enhance long-term customer profitability. Customer perceived value have been widely accepted as important antecedents improving customer loyalty. However, only a few published studies have the integrated customer engagement construct with the other important marketing constructs to examine the interrelationship among them. This research aims to examine the interrelationships among perceived value, customer engagement and customer loyalty. Focus group discussions, and a survey of 250 Indonesian airline passengers in East Java Province, Indonesia, were conducted to satisfy the research objectives. In order to carry out a comprehensive investigation of the relationship between variables, a quantitative approach is used in this study. The methods used to analyse the data are Confirmatory Factor Analysis (CFA to test the model fit and Structural Equation Modelling (SEM to test the hypothesis. Sobel’s test is also used to test the mediating role of customer engagement. The findings of this study indicate while customer perceived value consistently influences loyalty, customer engagement is also proven to be an antecedent of loyalty. Furthermore, customer engagement is also proven to play a mediating role which strengthens the relationship between perceived value and loyalty. The results of the empirical analysis is supported by previous studies that suggest customer engagement is a new construct that has an important role to play in enhancing passenger loyalty.

  3. Moderating impact of tourism relationship management dimensions on tourism service quality, tourist satisfaction and destination loyalty

    Directory of Open Access Journals (Sweden)

    Arup Kumar Baksi

    2014-04-01

    Full Text Available This study attempts to assess the moderating impact of recently introduced tourist relationship management (TRM framework on service quality perception-tourist satisfaction-destination loyalty link. Tourist relationship management framework draws inspiration from customer relationship management (CRM model with validated addition of dimensions compatible to tourism dynamics. The study, carried out in Santiniketan, India, confirmed moderating impact of dimensional performance of tourist relationship management on perceived tourism service quality-tourist satisfaction-destination loyalty link.

  4. An assessment on employees’ business intelligence and CRM on customer satisfaction: A case study of Auto industry

    OpenAIRE

    Somayeh Rezaei; Ali Alikhani

    2014-01-01

    This paper performs an empirical investigation on employees’ business intelligence and customer relationship management and their effects on customer satisfaction. The proposed study has been implemented among 625 people, 240 sales representative and 385 regular customers, who are involved with products of an Iranian automaker named Iran Khodro. The proposed study designs three questionnaires in Likert scale for business intelligence, customer relationship management and customer satisfaction...

  5. Performance assessment and optimisation of a large information system by combined customer relationship management and resilience engineering: a mathematical programming approach

    Science.gov (United States)

    Azadeh, A.; Foroozan, H.; Ashjari, B.; Motevali Haghighi, S.; Yazdanparast, R.; Saberi, M.; Torki Nejad, M.

    2017-10-01

    ISs and ITs play a critical role in large complex gas corporations. Many factors such as human, organisational and environmental factors affect IS in an organisation. Therefore, investigating ISs success is considered to be a complex problem. Also, because of the competitive business environment and the high amount of information flow in organisations, new issues like resilient ISs and successful customer relationship management (CRM) have emerged. A resilient IS will provide sustainable delivery of information to internal and external customers. This paper presents an integrated approach to enhance and optimise the performance of each component of a large IS based on CRM and resilience engineering (RE) in a gas company. The enhancement of the performance can help ISs to perform business tasks efficiently. The data are collected from standard questionnaires. It is then analysed by data envelopment analysis by selecting the optimal mathematical programming approach. The selected model is validated and verified by principle component analysis method. Finally, CRM and RE factors are identified as influential factors through sensitivity analysis for this particular case study. To the best of our knowledge, this is the first study for performance assessment and optimisation of large IS by combined RE and CRM.

  6. Identifying, meeting, and assessing customer expectations

    International Nuclear Information System (INIS)

    Danner, T.A.

    1995-01-01

    Maintaining proficiency in carrying out mission goals is fundamental to the success of any organization. The definitive mission of the Waste Management and Remedial Action Division (WMRAD) of Oak Ridge National Laboratory (ORNL) is open-quotes to conduct waste management activities in a compliant, publicly acceptable, technically sound, and cost-efficient mannerclose quotes. In order to effectively fulfill this mission, must meet or exceed several standards in respect to our customers. These include: (1) identifying current and future customer expectations; (2) managing our relationships with our customers; (3) ensuring our commitment to our customers; and (4) measuring our success m customer satisfaction. Our customers have a great variety of requirements and expectations. Many of these are in the form of local, state, and federal regulations and environmental standards. Others are brought to our attention through inquires made to the Department of Energy (DOE).Consumer surveys have proven to be effective tools which have been used to make improvements, enhance certain program elements, and identify beneficial areas in already existing programs. In addition, national working groups, technology transfer meetings, and manager/contractor's meeting offer excellent opportunities to assess our activities

  7. Customs Service Modernization: Impact of New Trade Compliance Strategy Needs to Be Assessed.

    Science.gov (United States)

    1999-12-01

    The Mod Act fundamentally altered the relationship between importers and Customs by shifting from Customs to the importer the legal responsibility...New Trade Compliance Strategy B-280470 • account management : Customs ’ approach to managing its work through accounts (importing companies) rather...assessment, account management , and Customs ’ responses to noncompliant importers have been implemented but have not yet reached many of the intended

  8. An assessment of customer satisfaction management practices

    OpenAIRE

    2014-01-01

    M.Phil. (Engineering Management) For over a decade, customer satisfaction has received increasing attention in marketing. Customer satisfaction is related to loyalty, which in tum is linked to increased profitability, market share, growth, and decreased costs.8 During the 1980s, Japanese firms won major market shares with their product quality and speed. As most leading western companies caught up with their Japanese competitors on quality, most Japanese firms were focusing on a new strate...

  9. Dynamic modelling of inter-organisational information management systems and relationships in food chains

    NARCIS (Netherlands)

    Storer, C.E.; Soutar, G.N.; Trienekens, J.H.; Beulens, A.J.M.; Quaddus, M.A.

    2004-01-01

    It is agreed that good communication systems between organisations increase customer satisfaction and relationship behaviour. However, less is known about the details of how information is used to manage relationships. Theories that have been found have either been tested on non-perishable goods or

  10. SAFETY AND SECURITY MEASURES ADOPTED BY THE HOTELS AND THEIR IMPACT ON CUSTOMER RELATIONSHIP MANAGEMENT

    OpenAIRE

    Abhishek Chauhan; Ankit Shukla; Pradeep Negi

    2018-01-01

    Hotel can be defined as “Home away from home” for the guests who come to the hotel as they receive homely environment and services in the hotel. The guests who come to the hotels come with an understanding that they and their belongings would be safe and secured in the hotel during their occupancy in the hotel. The safety and security aspects play a very vital role in hospitality industry as this industry is dependent largely on the customer relationship with the hotel. If the guest encounter...

  11. Supplier relationship management – anathema for the South African public procurement sector

    OpenAIRE

    Micheline J. Naude; Intaher M. Ambe; René Kling

    2013-01-01

    The public sector is recognised as being one of the most important customer groups for many suppliers and service providers because of the volume of public expenditure. Supplier relationship management (SRM) is a necessary tool on which businesses in the public and private sectors rely. However, in the South African public sector, despite the intention to boost service delivery through efficient and effective supplier-management processes, the development of sound supplier relationships is a ...

  12. Sustainable Water Infrastructure Asset Management: A Gap Analysis of Customer and Service Provider Perspectives

    Directory of Open Access Journals (Sweden)

    Sangjong Han

    2015-09-01

    Full Text Available The ultimate goal of urban water infrastructure asset management may be sustainable water supply with satisfaction for customers. In this work, we attempted to evaluate the gaps between the perspectives of customers and service providers in Korea’s water infrastructure asset management. To evaluate the customers’ perspective, a hierarchical questionnaire survey was conducted to estimate the weights of influence for six customer values and their attributes on Korean water utility management. To evaluate the service providers’ perspective, an AHP (Analytic Hierarchy Process analysis was performed to estimate the weights of influence for the customer values and their PIs (performance indicators. The gap analysis results show that customers place higher value on customer service satisfaction (emotion and information than do the service providers (managers, whereas the managers place more value on affordability than do the customers. The findings from this work imply that improving customer service is effective in satisfying the desirable water LOS (level of service for customers. Recommendations have also been provided for administrators and engineers to develop integrated decision-making systems that can reflect customer needs regarding the improvement of their water infrastructure asset management. The findings from this work may be helpful for the Korean government and water supply utilities in improving the sustainability of their water infrastructure asset management.

  13. A Comparison of Customer Relationships between Large Chain Stores and Small Local Stores in the Fashion Industry

    OpenAIRE

    Krstevska, Biljana

    2017-01-01

    This research investigates customer relationships of two distinct store formats (small local stores and large chain stores) in the fashion industry. The aim is to find out if there are differences between the store formats regarding customer relationships. Relationship marketing theory was used to formulate hypotheses. Shoppers of small local stores and large chain stores in Würzburg, Germany, were surveyed to test the hypotheses. Results indicate that customer relationships significantly dif...

  14. Forests made their relationship with customers more clear

    International Nuclear Information System (INIS)

    Sobinkovic, B.

    2003-01-01

    Starting July this year the Slovak Forests (Lesy SR) changed their policy in regards to sale of wood. Contracts for lager volumes will have to be negotiated and signed by the general management (Head Office). The Head Office selected a group of 36 top customers that buy about three quarters of wood produced. The service for these top customers is provided by seven regional business representatives of the company. Apart from this special group Lesy deal with another about 500 clients. These are split into five categories according to the traded volumes and payment discipline. And then the prices offered to customers vary according to the category the customer is in. The top customers get in average five percent lower prices compared to smaller customers. In case a customer does not adhere to agreed payment schedule he is moved to a lower category i.e. the prices go up. According to K. Vins the current business strategy favours domestic clients. 'And I do point this fact out during negotiations with foreign customers,' he claims. By the end of May the company decreased its export by 50 percent. Altogether it exported 170-thousand cubic metres of wood - about 11 percent of the total production. The company is gradually eliminating sales through agents that used to buy the wood and then sell it with high margins. As an example K. Vins mentioned an Austrian agent that managed to earn 250 Sk (6 Euro) on one cubic metre of wood. This agent used to purchase wood for Italian wood-processing companies selling them tens of thousands cubic metres of Slovak wood. The export cannot be completely abolished as there is not sufficient domestic demand for certain products. K. Vins pointed out the low technological level of Slovak wood-processing industry. And audit conducted by experts participating in transformation of Austrian wood-processing industry only confirms this statement. The audit was financed by Austrian Chamber of Commerce and Austrian Association of Wood

  15. Mapping the Customer Experience Management Strategies for Customer Loyalty in Retail Hypermarket Jabodetabek

    OpenAIRE

    Jerry Marcellinus Logahan; Janita Sembiring Meliala; Iskandar Putong

    2015-01-01

    Today, competition in the global market has become increasingly difficult and and at the same time products and services provided by retail companies tend to be similar. So in such circumstances, customers expect not only satisfied with the products and services, but also the pursuit of the perfect shopping experience during the shopping process. The purpose of this study was to devise a customer experience management strategy at a hypermarket retailer Carrefour, Hypermart, Giant, and Lotte M...

  16. How to improve marketing and customer relationship management of the cottage holiday business RapoJärviLoma, the target market being the residents of St. Petersburg and Moscow?

    OpenAIRE

    Niemi, Noora

    2011-01-01

    This study was created for a small family business operating under agricultural industry. The business operating by trade name RapoJärviLoma has been renting holiday cottages / holiday apartments in Kymenlaakso, Valkeala area from 2004. The recession of 2009 decreased the number of visits coming from Russia to Finland. The cottage holiday renting business working under agricultural industry didn’t have a marketing plan or a framework for customer relationship management. The objective of ...

  17. Rancang Bangun Sistem Informasi Customer Loyalty untuk Keunggulan Kompetitif Organisasi

    OpenAIRE

    Sri Mulyani; Mustafid Mustafid; Catur Edi Widodo

    2014-01-01

    Utilization of information technology to achieve competitive advantage has become a necessity  for business people and managers of organizations  in the information age now. This research aim to create a customer loyalty that the information system is one part of theCustomer  Relationship  Management  to  collect  data  on  indicators  of  customer  loyalty.  Indicator  of  customer  loyalty  is  determined according  empirical  model  customer  loyalty  and  create  customer  loyalty  inform...

  18. Measuring customer loyalty using an extended RFM and clustering technique

    Directory of Open Access Journals (Sweden)

    Zohre Zalaghi

    2014-05-01

    Full Text Available Today, the ability to identify the profitable customers, creating a long-term loyalty in them and expanding the existing relationships are considered as the key and competitive factors for a customer-oriented organization. The prerequisite for having such competitive factors is the presence of a very powerful customer relationship management (CRM. The accurate evaluation of customers’ profitability is considered as one of the fundamental reasons that lead to a successful customer relationship management. RFM is a method that scrutinizes three properties, namely recency, frequency and monetary for each customer and scores customers based on these properties. In this paper, a method is introduced that obtains the behavioral traits of customers using the extended RFM approach and having the information related to the customers of an organization; it then classifies the customers using the K-means algorithm and finally scores the customers in terms of their loyalty in each cluster. In the suggested approach, first the customers’ records will be clustered and then the RFM model items will be specified through selecting the effective properties on the customers’ loyalty rate using the multipurpose genetic algorithm. Next, they will be scored in each cluster based on the effect that they have on the loyalty rate. The influence rate each property has on loyalty is calculated using the Spearman’s correlation coefficient.

  19. The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria

    Directory of Open Access Journals (Sweden)

    Olu Ojo

    2010-03-01

    Full Text Available This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN Nigeria. A total of 230 respondents participated in the study. Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Descriptive statistics comprising the simple percentage and tables were used for data presentation and analysis. Regression analysis and Pearson product moment correlation coefficient were employed in testing our hypotheses. The study reveals that service quality has effect on customer satisfaction and that there is a positive relationship between service quality and customer satisfaction. The researcher concluded by recommending that organisations should focus more attention on service quality, because of its effects on customer satisfaction. To ensure that customer satisfaction level is high, organisation must first of all know the expectations of the customers and how they can meet such expectations. Customer satisfaction helps in customer loyalty and retention. It has been discovered that it costs to attract new customer than to retain existing ones. It is also recommended that organisations should welcome suggestions from customers and more programmes should be designed to measure service quality and customer satisfaction.Keywords: Customer, Service, Customer Satisfaction, Service Quality, Customer Loyalty.

  20. CROWDSOURCING AS A CUSTOMER RELATIONSHIP BUILDING TOOL

    OpenAIRE

    Chwiałkowska, Agnieszka

    2013-01-01

    This article aims at introducing the idea of crowdsourcing and describing how businesses can use it in marketing and for building and maintaining strong positive relationships with their potential and current customers. It presents several case studies of its successful implementation by companies both in Poland and worldwide. Furthermore, the article describes possible benefits and pitfalls that businesses, which decide to introduce crowdsourcing, can face as well as motivations of people wh...

  1. Moderating and mediating effects of switching costs on the relationship between service value, customer satisfaction and customer loyalty: investigation of retail banking in Vietnam

    OpenAIRE

    Vu Minh Ngo; Drahomíra Pavelková

    2017-01-01

    Switching cost highlights the way how companies create barriers to proactively prevent customer defection which directly and significantly affects customer loyalty and then companies’ performance. The purpose of this paper is to provide empirical evidences about the impact of switching cost on customer loyalty by examining its mediating and moderating effects on the relationships between service value, customer satisfaction and customer loyalty. Specially, two difference types of switching co...

  2. Customer service: the key to remaining competitive in managed care.

    Science.gov (United States)

    Howard, J E

    2000-01-01

    The health care industry is undergoing a rapid transformation to meet the ever-increasing needs and demands of its patient population. Employers and managed care organizations are demanding better service and higher quality care, while providers are trying to tackle reimbursement cutbacks, streamlining of services, and serving a diverse population. Providers have begun to realize that to overcome these obstacles and meet the needs of their health plans and consumers, they must focus on the demands of their customers. Health care organizations have found they can meet the demands of both the consumer and the managed care industry through initiating and maintaining a customer service program. This essay explains the importance of customer service and its link to success in the managed care environment.

  3. An assessment on employees’ business intelligence and CRM on customer satisfaction: A case study of Auto industry

    Directory of Open Access Journals (Sweden)

    Somayeh Rezaei

    2014-02-01

    Full Text Available This paper performs an empirical investigation on employees’ business intelligence and customer relationship management and their effects on customer satisfaction. The proposed study has been implemented among 625 people, 240 sales representative and 385 regular customers, who are involved with products of an Iranian automaker named Iran Khodro. The proposed study designs three questionnaires in Likert scale for business intelligence, customer relationship management and customer satisfaction and Cronbach alpha have been calculated for these three questionnaires as 0.85, 0.84 and 0.78, respectively. The study distributes the questionnaires among groups, employees as well as customers, and using one-way t-student test as well as regression technique the study finds that business intelligence and customer relationship management are within an acceptable limit (P< 0.01 and they positively influence on customers’ satisfaction (P < 0.01.

  4. Antecedents and Consequences of Sales Representatives' Relationship Termination Competence

    DEFF Research Database (Denmark)

    Geersbro, Jens; Ritter, Thomas

    2013-01-01

    . In addition, termination competence significantly affects the value of customer portfolios. Practical implications: The findings suggest that managers should more actively consider relationship termination as a legitimate option in customer relationship management. In order to increase the value of a firm......'s customer portfolio, managers must not only provide a clear definition of the types of customers the organization does not want to serve, but must also implement termination routines within the organization. Managers also need to establish incentives for sales representatives to terminate relationships......Purpose: Most firms have a number of unprofitable customer relationships that drain the firms' resources. However, firms in general and sales representatives in particular hesitate to address this problem and, ultimately, to terminate business relationships. This paper therefore aims to investigate...

  5. INVESTIGATING THE RELATIONSHIP BETWEEN PERCEIVED SACRIFICE AND B TO B CUSTOMER SATISFACTION IN THE INSURANCE INDUSTRY

    Directory of Open Access Journals (Sweden)

    Petrisoaia Carmen

    2012-07-01

    Full Text Available The Romanian insurance market expanded rapidly during the last two decades. Presently, the Insurance Supervisory Commission (CSA reports 43 insurance companies and 567 insurance brokers. In this extremely dynamic and competitive environment, it is compulsory to control key elements that generate and maintain customer satisfaction. Therefore, the hereto paper concentrates on the influence exerted by perceived sacrifice over the business to business customer satisfaction in the insurance industry. More precisely, the objective is to investigate the impact of effort, time and money spent by the business to business customer over satisfaction. The concept of satisfaction has been intensively explored in the literature due to the fact that both practitioners and academics understood that it held a great significance in determining and preserving customer relationships and therefore, long-term profitability. In the service sector, much research has been conducted in the business to consumer context, especially concentrated on the relationship between service quality and satisfaction, whereas the business to business setting received less attention. In order to explore the relationship between perceived sacrifice and satisfaction, a descriptive research design was used. A questionnaire was created using multiple items for measuring satisfaction and perceived sacrifice and also a number of identification variables. The survey concerned companies that had had benefitted from the services of an insurance broker at least once. Copies of the questionnaire were sent by email to company managers from all the main industries. A total of 85 answers were collected. With the help of SPSS tool, the two measurement scales were tested for reliability and validity and a factor analysis was performed. The next step was to calculate the composite scores for each of the two variables and to carry out the simple linear regression analysis. Our linear model considers that

  6. Customer Value Controlling ¨C Combining Different Value Perspectives

    OpenAIRE

    Andreas Kramer; Thomas Burgartz

    2015-01-01

    The article begins by presenting a model for the structuring of customer data which can be used to demonstrate the value of data in different forms of aggregation. Since Customer Value plays a crucial role in this model the term is examined more closely. As part of a value-based customer relationship management critical parameters are customer benefits and customer profitability. Both perspectives are included in the term Customer Value. A segmentation approach is shown which integrates the k...

  7. Understanding the relationship between Kano model's customer satisfaction scores and self-stated requirements importance.

    Science.gov (United States)

    Mkpojiogu, Emmanuel O C; Hashim, Nor Laily

    2016-01-01

    Customer satisfaction is the result of product quality and viability. The place of the perceived satisfaction of users/customers for a software product cannot be neglected especially in today competitive market environment as it drives the loyalty of customers and promotes high profitability and return on investment. Therefore understanding the importance of requirements as it is associated with the satisfaction of users/customers when their requirements are met is worth the pain considering. It is necessary to know the relationship between customer satisfactions when their requirements are met (or their dissatisfaction when their requirements are unmet) and the importance of such requirement. So many works have been carried out on customer satisfaction in connection with the importance of requirements but the relationship between customer satisfaction scores (coefficients) of the Kano model and users/customers self-stated requirements importance have not been sufficiently explored. In this study, an attempt is made to unravel the underlying relationship existing between Kano model's customer satisfaction indexes and users/customers self reported requirements importance. The results of the study indicate some interesting associations between these considered variables. These bivariate associations reveal that customer satisfaction index (SI), and average satisfaction coefficient (ASC) and customer dissatisfaction index (DI) and average satisfaction coefficient (ASC) are highly correlated (r = 96 %) and thus ASC can be used in place of either SI or DI in representing customer satisfaction scores. Also, these Kano model's customer satisfaction variables (SI, DI, and ASC) are each associated with self-stated requirements importance (IMP). Further analysis indicates that the value customers or users place on requirements that are met or on features that are incorporated into a product influences the level of satisfaction such customers derive from the product. The

  8. Integrated Management System as a base for customer satisfaction

    International Nuclear Information System (INIS)

    Grabelnikov, Konstantin V.

    2012-01-01

    In this article JSC NCCP integrated management system procedures is presented. Unique possibility to collect different Customers Voices, based on different organisation culture and approaches, to improve the technological process, design of nuclear fuel, quality control methods and instrumentation is presented. As a result of the mutual efforts we have stable and valuable decreasing of leaking FA at NPP of our Customers. And, with other hand, we have stable and valuable increasing of Customer Satisfaction Level

  9. Methodology of Segment Management Reporting on the Profitability of Agricultural Holding Interaction with Customers

    Directory of Open Access Journals (Sweden)

    Aleksandra Vasilyevna Glushchenko

    2015-12-01

    Full Text Available The state program of agricultural development and regulation of agricultural products, raw materials and food in a food embargo on the West European suppliers is aimed at the revitalization of the holding structures. The main purpose of agricultural holdings is to ensure food safety and to maximize the consolidated profit in resource-limited settings. The heterogeneous nature of the needs of customers, leading to different performance of agricultural holding interaction with them has an impact on the formulation and conduct of accounting and requires the formation of an aggregated and relevant information about the profitability of relationships with groups of customers and the long-term development strategy of agroformation interaction with them, so there is a need for research and development methodical bases of formation of the administrative reporting segment that meets the needs of modern practice. The purpose of this study is to develop a method of forming the segment management reporting on the profitability of agricultural holding interaction with customers. As part of the problem research, the authors used different scientific methods, such as analysis, synthesis, observation, group data and logic synthesis. The article discusses the necessity of segmentation agricultural holding customers by the criterion of “cooperation profitability”. The basic problem of generating information about the cost of trading in the accounting information system of agricultural holdings is dealt with; a method of forming the segment management reporting based on the results of the ABC analysis including calculation algorithm functional trade costs (Activity-Based Costing, is developed; rank order of agroholding customers is suggested in accordance with the calculated interval limits for them: Segment A - “highly profitable customers,” B - “problem customers” and C - “low-profit customers”; a set of registers and management accounting

  10. Clustering Methods Application for Customer Segmentation to Manage Advertisement Campaign

    Directory of Open Access Journals (Sweden)

    Maciej Kutera

    2010-10-01

    Full Text Available Clustering methods are recently so advanced elaborated algorithms for large collection data analysis that they have been already included today to data mining methods. Clustering methods are nowadays larger and larger group of methods, very quickly evolving and having more and more various applications. In the article, our research concerning usefulness of clustering methods in customer segmentation to manage advertisement campaign is presented. We introduce results obtained by using four selected methods which have been chosen because their peculiarities suggested their applicability to our purposes. One of the analyzed method k-means clustering with random selected initial cluster seeds gave very good results in customer segmentation to manage advertisement campaign and these results were presented in details in the article. In contrast one of the methods (hierarchical average linkage was found useless in customer segmentation. Further investigations concerning benefits of clustering methods in customer segmentation to manage advertisement campaign is worth continuing, particularly that finding solutions in this field can give measurable profits for marketing activity.

  11. The Role of Multichannel Marketing in Customer Retention and Loyalty: Study in Emerald Bank Customer in Indonesia

    Directory of Open Access Journals (Sweden)

    Ambarwati Ambarwati

    2015-09-01

    Full Text Available Attention on the relationship between customer retention, customer loyalty, and customer satisfaction that serves as "seed" of customer loyalty highlight the important factors for multichannel management. With the growing trends of people in investing their money in bank for securities need to be responded by the marketing department to create better marketing strategies. The purpose of this study is to examine and explain the effect of a multichannel bank on emerald customers retention   in one of the largest SOE bank in Indonesia, in the city of Surabaya, BNI (Bank Negara Indonesia toward customer  satisfaction, loyalty and customer  retention. This study develops the theory  of  mix marketing by using multichannel  as one of the elements that can increase customer retention   using satisfaction mediation and customer loyalty. Mechanical determination of sample units in this study is a  purposive sampling, of 89 respondents. Generalized Structured Component Analysis (GSCA was applied to test the hypotheses. The results of this study indicate that direct multichannel not  significantly effect the customer retention. Customer satisfaction can not be a perfect mediation  and the customer loyalty can be a perfect mediation in the relationship between multichannel and customer retention. This study contributes to the banking industry in applying the concept of the mix marketing.

  12. Five styles of Customer Knowledge Management, and how smart companies put them into action

    OpenAIRE

    Gibbert, Michael; Leibold, Marius; Probst, Gilbert

    2002-01-01

    In the aftermath of the knowledge economy, smart corporations begin to realize that the proverbial "if we only know what we know" also includes "if we only knew what our customers know." In this paper, the authors discuss the concept of Customer Knowledge Management (CKM), which refers to the management of knowledge from customers, i.e. knowledge resident in customers, in contrast to knowledge about customers, e.g. customer characteristics and preferences prevalent in previous work on knowled...

  13. Customer-to-customer interaction in tourism experience: Moderating role of nationality

    Directory of Open Access Journals (Sweden)

    Samar Zgolli

    2017-06-01

    Full Text Available In this research, we examine the effect of extroversion and the perceived similarity on customer to customer interaction (CCI, and the effect of this interaction on the tourists’ reactions. We examine also the moderating role of the nationality in CCI and tourists behavior. The study is based on a sample of 519 tourists from different nationalities (Tunisian, French, German, British and Italian tourists residing in hotels in Tunisia. The results show that extroversion and the perceived similarity contribute to the development of the interactions between customers, and that this type of interaction influences the tourists’ behavioral responses (desire of stay, satisfaction and loyalty. Similarly, the results indicate that the tourist's nationality moderates the relation between CCI and tourists’ reactions. Managers should have a clear and explicit strategic position in terms of interactions with customers. They can put forward their position by valuing and inciting the relationships between customers in terms of distraction, help or information.

  14. Exploring the relationship between service quality and customer satisfaction in Croatian hotel industry

    OpenAIRE

    Suzana Marković; Sanja Raspor Janković

    2013-01-01

    Purpose – The purpose of the present study was to examine the relationship between service quality and customer satisfaction. The main objective was to discuss the impact of perceived service quality dimensions on customer satisfaction in the hotel industry in Croatia. Methodology – The data were collected using self-administered questionnaire. The questionnaire consisted of three parts. First, perceived service quality was measured using modified SERVQUAL model. Second, customer satisfact...

  15. Enhancing customer value

    International Nuclear Information System (INIS)

    Gabel, B.

    1996-01-01

    A discussion on how Westcoast Gas Services Inc., is striving to meet customer satisfaction was presented. A strategic business unit called storage, transportation and service is a customer-centered, energy service enterprise dedicated to providing value-added service. The company is placing emphasis on better coordination of sales and marketing activities, especially in areas of customer relationship management and product development. Deregulation was responsible for the changing marketplace. It resulted in increased competition, energy alliances and multi-fuel opportunities. Some of the ways Westcoast Gas Service plans to survive and prosper in this new world of competition were outlined. Among the ideas mentioned were consumer orientation, superior information about consumers and competitors, quick adaptation to changing market conditions, anticipation of consumer needs, and appropriate product development

  16. Customer Perception On Products Pricing Service Quality Towards Customers Quality Relationships And Loyalty Of Domestic Airlines Indonesia

    Directory of Open Access Journals (Sweden)

    Hasniaty

    2015-08-01

    Full Text Available Aviation services industry is an important industry that holds Indonesia. Indonesia has approximately 17 thousand islands scattered with a long coastline over 5000 kilometers. Air transport is an essential component for connecting approximately 250 million people with a population growth of 1.49 percent annually. Air transport services become business areas that are needed by todays modern society. This study aims to quantify the relationship between customer perceptions on the concept or product price service quality and relationship quality on customer loyalty of domestic airline in Indonesia. This study took a sample of 300 respondents. The data analyzed using SEM Structural Equation Modeling. The results of this study is theoretical findings suggests that the product has a significant positive effect on trust customer satisfaction and loyalty but positive effect is insignificant on commitment. The price has significant positive effect on trust commitment satisfaction but positive effect is insignificant on loyalty. Service quality has a significant positive effect on trust commitment satisfaction but positive effect is insignificant on loyalty. Trust has significant positive effect on satisfaction and loyalty. Commitment has significant positive effect on loyalty but positive effect is insignificant on loyalty. Satisfaction has significant positive effect on satisfaction and loyalty.

  17. Relationship on the Relational Benefit Effect of Oil Products on Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Jing Muxue

    2017-01-01

    Full Text Available In order to find out the relationship of relational benefit effect of oil products on customer satisfaction, the local fractional algorithm is proposed in this paper for data analysis. It is investigated the adjustment effect of alternative brand competitiveness and customer characteristics to this mechanism. The results show that the proposed algorithm can thus improve overall system performance substantially.

  18. Customer-Provider Strategic Alignment: A Maturity Model

    Science.gov (United States)

    Luftman, Jerry; Brown, Carol V.; Balaji, S.

    This chapter presents a new model for assessing the maturity of a ­customer-provider relationship from a collaborative service delivery perspective: the Customer-Provider Strategic Alignment Maturity (CPSAM) Model. This model builds on recent research for effectively managing the customer-provider relationship in IT service outsourcing contexts and a validated model for assessing alignment across internal IT service units and their business customers within the same organization. After reviewing relevant literature by service science and information systems researchers, the six overarching components of the maturity model are presented: value measurements, governance, partnership, communications, human resources and skills, and scope and architecture. A key assumption of the model is that all of the components need be addressed to assess and improve customer-provider alignment. Examples of specific metrics for measuring the maturity level of each component over the five levels of maturity are also presented.

  19. Critical processes of knowledge management: An approach toward the creation of customer value

    Directory of Open Access Journals (Sweden)

    Ignacio Cepeda-Carrion

    2017-01-01

    Full Text Available The aim of this article is to contribute to the literature by identifying and analyzing possible combinations between critical knowledge management processes (absorptive capacity, knowledge transfer and knowledge application, which will result in the creation of superior customer value. The main research question this work addresses is: given that customers are demanding each day a greater value, how can organizations create more value to customers from their knowledge management processes and the combination of them? We propose that the combination of the three knowledge management processes builds a dynamic or higher-order capability that results in the creation of superior value for customers.

  20. The Moderating Influence of Broad-Scope Trust on Customer-Seller Relationships

    DEFF Research Database (Denmark)

    Hansen, Torben

    2012-01-01

    , respectively, this study investigates the moderating influence of BST on relationships between satisfaction, narrow-scope trust, and loyalty and also examines the direct influence of BST on these variables. The results indicate that whereas BST negatively moderates relationships between satisfaction and narrow......-scope trust and between narrow-scope trust and loyalty, BST positively moderates the relationship between satisfaction and loyalty. In addition, it is demonstrated that BST positively influences customer satisfaction and narrow-scope trust...