The Effect Of Customer Relationship Management Crm Factors On Improving Satisfaction And Loyalty Of Customers
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| Author | : Giriraj Kiradoo |
| Publisher | : |
| Total Pages | : 7 |
| Release | : 2020 |
| Genre | : |
| ISBN | : |
Purpose: Customer relationship is concerned as the suitable approach for managing interaction of current and potential customers. This generally leads to improve relationship with client and improves loyalty with the customers. The research paper analyse the effect of customer relationship management (CRM) on improving satisfaction and loyalty of customers within the business. This is one of the effective strategies that help business to enhance the competitive advantage of business. In the current paper, different factors of CRM are measured that include employee behaviour, customer service quality, relationships, and interaction.Methodology: The paper generally considers the employees and customers of departmental store in Bikaner. The paper applies quantitative approach and would survey 100 customers of departmental store. Questionnaire is designed as per the Likert scale. Generally random sampling is being used to survey the respondents. Therefore, multiple regression analysis is being effectively used to assess the relationship between CRM and customer satisfaction with its associated elements.Results: Findings of the paper convey that there is direct relationship associated between customer satisfaction and contribution of the employees. Thus, paper also conveys that effective management of CRM elements develop stronger satisfaction of customers and enhance loyalty with them.Conclusion: Paper concludes that CRM is one of the effective strategic approaches that would lead to long term retention of the customers and maintain sustainability in profits. Also paper concludes about stronger interrelation between CRM and customer satisfaction. It is necessary for organisation to regularly check on measuring customer satisfaction and loyalty with the customers.
| Author | : Bhagyashri Bhakane |
| Publisher | : |
| Total Pages | : 0 |
| Release | : 2015 |
| Genre | : |
| ISBN | : |
The Customer Relationship Management (CRM) is the highly valued in market for existing and current customers. In this research we explore the effect of CRM on factors such as customer satisfaction and customer loyalty. Since CRM is defined as an important key in business among companies to maintain and increase their customers base. In this study we look for various factors that are necessary for an effective CRM. In this research, we concentrate on these issues that are fetching importance to higher level officials in an organization: is there a relationship between CRM with customer satisfaction and loyalty in Indian organizations? If so then how we can relate CRM with customer satisfaction and loyalty? With globalization industries are growing rapidly and with ever growing industries, competition is also increasing. Further with appropriate statistical analysis the hypotheses framed in this study is validated and the results shows high positive correlation among the variables considered for the study.
| Author | : Rajendra Kumar Sugandhi |
| Publisher | : New Age International |
| Total Pages | : 308 |
| Release | : 2003 |
| Genre | : Customer relations |
| ISBN | : 9788122414431 |
Customer Relationship Management (Crm) Has Become A Vital Tool In Retaining Customers And Consolidating An Organisation S Market Share. This Book Presents A Clear And Succinct Exposition Of The Concepts And Strategies Involved In Crm. The Exposition Is Suitably Illustrated With A Variety Of Case Studies From Both Consumer And Core Sectors. The Book Focuses On The Key Components Of Crm -Consumer Behaviour -Customer Satisfaction And Loyalty -Responsive Response -Service And Complaints Management And Discusses Them In Considerable Detail. Measurement Techniques And Various Methods Of Analysing Customer Responses Are Also Suitably Discussed. The Training And Re-Orientation Of Human Resources For Effective Crm Are Highlighted. With Its Incisive Exposition And Vivid Cases, This Book Would Be Extremely Useful For Business And Marketing Management Executives And Students.
| Author | : Danil Dintsis |
| Publisher | : BoD – Books on Demand |
| Total Pages | : 104 |
| Release | : 2020-06-03 |
| Genre | : Business & Economics |
| ISBN | : 183880319X |
All of us enjoy individually specific service or a product that is delivered for us only. Customer relationship management (CRM) is the area of expertise that helps companies to work with customers based on their specific needs or requirements. To reach success CRM systems implement the most powerful math and IT tools such as statistical analysis, artificial neural nets, and graph systems. This book deals with the practical implementation and meta-analysis of CRM experience in various locations and business areas. The authors have produced a great book and provided meta-analysis of the latest CRM systems and a roadmap of their development. In the chapters, our readers will find descriptive analysis of CRM models, applied tools, and methods.
| Author | : Lakshman Jha |
| Publisher | : Global India Publications |
| Total Pages | : 280 |
| Release | : 2008 |
| Genre | : Business & Economics |
| ISBN | : 9788190721127 |
A managers, whether brand-new to their postions or well established in the corporate hirearchy, can use a little brushing-up now and then. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one today's hottest topics. Customer relationships management: A strategic approach supplies easy-to-apply sloutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective and how to create and manage both short-and long -term relationships.This book acquaints student focuses on the strategic side of customer relationship management.The text provides students with and understanding of customer relationship management and its applications in the business fields of marketing and sales.
| Author | : Srivastava Mallika |
| Publisher | : Vikas Publishing House |
| Total Pages | : 368 |
| Release | : |
| Genre | : Business & Economics |
| ISBN | : 9325974118 |
With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer. The book further discusses dynamics in CRM in services, business market, human resource and rural market. It also discusses the technology aspects of CRM like data mining, technological tools and most importantly social CRM. The book can serve as a guide for deploying CRM in an organization stating the critical success factors. KEY FEATURES • Basic concepts of CRM and environmental changes that lead to CRM adoption • Technological advancements that have served as catalyst for managing relationships • Customer strategy as a necessary and important element for managing every successful organization • CRM is not about developing a friendly relationship with the customers but involves developing strategies for retention, and using them for achieving very high levels of customer satisfaction • The concept of customer loyalty management as an important business strategy • The role of CRM in business market • The importance of people factor for the organization from the customer's perspective • Central role of customer related databases to successfully deliver CRM objectives • Data, people, infrastructure, and budget are the four main areas that support the desired CRM strategy
| Author | : ALOK KUMAR RAI |
| Publisher | : PHI Learning Pvt. Ltd. |
| Total Pages | : 529 |
| Release | : 2012-12-05 |
| Genre | : Business & Economics |
| ISBN | : 8120346955 |
This thoroughly revised and enlarged edition brings to light the latest developments taking place in the area of Customer Relationship Management (CRM), and focuses on current CRM practices of various service industries. This edition is organised into five parts containing 19 chapters. Part I focuses on making the readers aware of the conceptual and literary developments, and also on the strategic implementation of the concepts. Part II discusses the research aspects of CRM. Part III deals with the applications of information technologies in CRM. Part IV provides the various newer and emerging concepts in CRM. Finally, Part V analyses the CRM applications in various sectors, industries and companies. Primarily intended as a textbook for the students of Management, the book would prove to be an invaluable asset for professionals in service industries. New to This Edition Includes five new chapters, namely Research Techniques and Methods in Customer Relationship Management; Customer Satisfaction; Customer Loyalty; Service Quality; and Service Recovery Management, along with several additions of new text and revisions of the existing text. Provides latest advancements in CRM to keep the students abreast of these developments. Gives as many as 16 Case Studies with critical analysis of different industries to help the readers understand the subject. Covers a number of illustrations to elucidate the concepts discussed. Gives Project Assignment in each chapter.
| Author | : Gerhard Raab |
| Publisher | : CRC Press |
| Total Pages | : 216 |
| Release | : 2016-05-13 |
| Genre | : Business & Economics |
| ISBN | : 1317155440 |
Customer Relationship Management is the first book to explore the benefits to the firm of a globally integrated approach to the management philosophy of Customer Relationship Management (CRM). The best hope for achieving a sustainable competitive advantage in a global marketplace is by means of better understanding which customers are in the best position to experience long-term, profitable relationships for the globally oriented firm. This book offers both an academic and a practical viewpoint of the importance of CRM in a global framework. It integrates the topics of knowledge management, total quality management, and relationship marketing with the goal of explaining the benefits of CRM for internationally active firms. The authors have included six case studies which allow the reader to undertake the role of CRM consultant in a 'learning by doing' approach. The book should be required reading for all business executives who desire a customer-oriented approach to success, and for all students of business who desire to gain insight into a relationship management approach which will become ever-more important in the years ahead.
| Author | : Don Peppers |
| Publisher | : John Wiley & Sons |
| Total Pages | : 624 |
| Release | : 2016-11-14 |
| Genre | : Business & Economics |
| ISBN | : 1119236258 |
Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session. The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction. Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROI Identify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal—but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.
| Author | : Jerry Fjermestad |
| Publisher | : Routledge |
| Total Pages | : 281 |
| Release | : 2015-05-15 |
| Genre | : Business & Economics |
| ISBN | : 1317472187 |
This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new frameworks derived from current cases and applications in this emerging field. Each chapter takes a collaborative approach to eCRM that goes beyond the analytical and operational perspectives most often taken by researchers in the field. Chapters also stress integration with other enterprise information systems. The book is organized in four parts: Part I presents an overview of the role of CRM and eCRM in marketing and supply chain management; Part II focuses on the organizational success factors behind eCRM implementation; Part III presents cases of eCRM performance enhancement; and Part IV addresses eCRM issues in business-to-consumer commerce.
