Effect Of Customer Relationship Management On Customer Satisfaction And Loyalty
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| 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 | : 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 | : 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 | : 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 | : 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 | : Abu Bakar Abdul Hamid |
| Publisher | : Partridge Publishing Singapore |
| Total Pages | : 328 |
| Release | : 2019-03-20 |
| Genre | : Business & Economics |
| ISBN | : 1543749984 |
Electronic customer relationship management (ECRM) is a comprehensive business and marketing strategy for attracting and retaining customers over the internet. The proliferation of ECRM and its alarming failure rate call for a better understanding of the relationship between ECRM and its immediate objective. Based on the literature reviewed, there are few studies that have used service quality as a component of relationship quality in the relation between ECRM and customer satisfaction. The study investigates the influence of three components of ECRM (i.e., pre-purchase, at-purchase, and post-purchase ECRM) on customer satisfaction directly and through mediating variable relationship quality. A quantitative methodology using a cross-sectional survey method was used to investigate the relationship between variables.
| Author | : Roland T. Rust |
| Publisher | : Irwin Professional Publishing |
| Total Pages | : 225 |
| Release | : 1994 |
| Genre | : Business & Economics |
| ISBN | : 9781557385475 |
Se analiza la importancia del producto y la calidad del servicio como un éxito de una compañía al mismo tiempo que se valora el costo específico de calidad y su impacto en el negocio. Se precisa que la calidad debe ser contemplada más que como un concepto, un esfuerzo que permitirá obtener beneficios.
| Author | : Naim, Arshi |
| Publisher | : IGI Global |
| Total Pages | : 383 |
| Release | : 2022-06-30 |
| Genre | : Business & Economics |
| ISBN | : 1668453886 |
Effective e-customer relationship management is imperative for increasing customer satisfaction, online sales, website patronage, loyalty, and retention. To understand exactly how this business strategy can be applied to enhance business operations, further study on its various benefits, opportunities, and challenges is required. Building a Brand Image Through Electronic Customer Relationship Management develops electronic customer relationship management strategies for achieving customer satisfaction and explains the concepts and uses of electronic customer relationship management to meet strategic objectives, improve customer loyalty, and build brand image. Covering topics such as marketing, brand equity, customer loyalty, and social media, this reference work is ideal for business owners, managers, entrepreneurs, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.
| 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 | : Musefa Yesin |
| Publisher | : GRIN Verlag |
| Total Pages | : 94 |
| Release | : 2021-12-29 |
| Genre | : Business & Economics |
| ISBN | : 3346563081 |
Research Paper (undergraduate) from the year 2021 in the subject Business economics - Market research, grade: 90.5, Wollega University, course: Thesis, language: English, abstract: The general objective of this study, which got submitted as partial fulfillment to the requirement of the award of Master of Art, is to examine the effect of customer relationship marketing on customer loyalty of commercial banks in Ethiopia. Specifically, this study has the following objectives: To find out the level of the effect of trust on customer loyalty the case of commercial banks in Nekemte banks. Banking industry in Ethiopia has stiff competition thus banks need to consider various strategic options and programs in order to survive and thrive. One of strategy is Customer Relationship Marketing. This study was aimed to examine the effect of customer relationship marketing dimensions (trust, commitment, conflict handling, communication, empathy competence and customer satisfaction) on customer loyalty of commercial banks in Nekemte town. The researcher was used both probability and non-probability sampling techniques to select sample respondents from the total population under this study. Data were collected through the five point’s likert scales of questionnaires and used mixed research approach was used. To achieve the objective of the study, questionnaire was physically distributed to 404 respondents of selected Commercial Banks in Nekemte town. Out of 404 customers 375 92.8% of customers were completed and collected. Descriptive and inferential statistics were used to analyze the collected data by using SPSS software version 24 and questionnaires reliability was estimated by calculating Cronbach’s Alpha. Descriptive analysis tools such as frequency, percentage, mean and standard deviation. Inferential statistical analysis tools such as correlation coefficient was worked out and used to explore the relationships between variables. And regression analysis was performed to study the effect of independent variables on dependent variable.
