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Jurnal Manajemen Indonesia, 2022 This study aims to examine the impact of the implementation of customer relationship management (CRM) on customer satisfaction and loyalty, and the impact of satisfaction on customer loyalty of government commercial banks (BNI, BRI, Bank Mandiri, and BTN)
Salma Fauziyyah, Khanifatul Khusna
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Cross-functional issues in the implementation of relationship marketing through customer relationship management [PDF]
, 2001 There is a major change in the way companies organise themselves as firms switch from product-based to customer-based structures. A key driver of this change is the advent of Customer Relationship Management which, underpinned by information systems ...
Ryals, Lynette, Knox, Simon
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An Integrated Methodology for Customer Relationship Management Customization
Journal of Information Systems and Technology Management, 2008 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 ...
Palacios, Ricardo Colomo +2 more
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Jurnal Performa, 2021 Customer Relationship Management is a long-term business strategy to establish relationships with customers. Through the right customer relationship marketing, customer satisfaction and loyalty can be formed.
Yopyter Promanjoe
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Customer Relationship Management [PDF]
Bulletin of Science and Practice, 2020 The modern market is characterized by changes in the relationship between companies and customers. Today, customer relationships are an orderly system process that needs to be monitored and managed. In the context of complex sales in highly competitive markets, the use of automated systems will provide organizations with increased competitiveness ...
Erlygina E., Filimonova V.
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Customer Relationship Management and Firm Performance
SSRN Electronic Journal, 2009 In this paper, we examine the impact of customer relationship management (CRM) on firm performance using a hierarchical construct model. Following the resource-based view of the firm, strategic CRM is conceptualized as an endogenously determined function of the organization's ability to harness and orchestrate lower-order capabilities that comprise ...
Tim Coltman +2 more
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Evaluasi Customer Relationship Management pada Supermarket Hero di Jakarta Timur
Journal the Winners, 2002 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 ...
S. Liawatimena +3 more
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Sumbangsih Customer Relationship Management Dalam Menciptakan Customer Intimacy
Sketsa Bisnis, 2023 English Version To achieve success in today's dynamic business era, it is important to shift from a product focus to a customer focus. Companies can better understand customers, provide more personalized service, and build communication through a ...
Nurivan Rizky +4 more
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Validating A Proposed CRM Implementation Framework For The Mauritian Hotel Industry [PDF]
African Journal of Hospitality, Tourism and Leisure, 2021 This article validates a proposed Customer Relationship Management conceptual framework for the Mauritian Hotel Industry based on identified critical success factors. The research provided insights on how different factors need to be considered to ensure
Vanisha Oogarah-Hanuman +1 more
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ComTech, 2010 Article to design an operational system based Customer Relationship Management (CRM) that can connect customers with the company. It is expected that the exchange of information between both parties can be properly channeled, in short, accurate, and ...
Tanty Oktavia
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