Customer relationship management and firm performance abstract in this paper, we examine the impact of customer relationship management (crm) on firm performance. Customer relationship management (crm) success factors: an exploratory study customer relationship management (crm) can improve organization’s performance through applying customer knowledge and maintaining relationships with customers. Abstract 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.
The impact of customer relationship management (crm) implementation on firm performance is an issue of considerable debate journal of marketing, volume 73 . Customer relationship management and its potential to help them acquire new customers retain existing ones and maximizetheir lifetime valuebanking sector is a customer-oriented servicewhere the customer is the key focus. International journal of business and social science vol 3 no 3 february 2012 284 to clay and maite (1999: 6), customer relationship management is a concept that aims at making long-term.
Abstract the impact of customer relationship management (crm) implementation on firm performance is an issue of considerable debate this study examines the impact of crm implementation on two metrics of firm performance—operational (cost) efficiency and the ability of firms to generate profits (profit efficiency)—using a large sample of us commercial banks. Extending customer relationship management into a social context information systems, information and management, journal of business research and mis. Customer relationship management this booklet is designed to help small and medium business owners understand the basics of customer relationship.
C peterverhoef understanding the effect of customer relationship management efforts on customer retention and customer share development the journal of marketing , 67 ( 4 ) ( 2003 ) , pp 30 - 45 rust et al, 2002. International journal of scientific and research publications, volume 4, issue 5, may 2014 1 issn 2250-3153 wwwijsrporg customer relationship management: overview. A mishra et al customer relationship management: implementation process perspective – 84 – considering customer’s needs in all aspects of a business, ensuring customers’.
This article examines customer relationship management, or crm, from the perspective of strategy formulation and implementation we commence by reviewing the origins and role of crm and highlighting the importance of adopting a cross-functional approach to crm strategy formulation we examine . Customer relationship management is one of the strategies to manage customer as it focuses on understanding customers as an individual instead of as part of group (lambert, 2010) the concept of relationship marketing has emerged within the field of service marketing and. International journal of customer relationship marketing and the integration of new technologies into customer relationship management journal of strategic .
Customer relationship management (or crm) is a phrase that describes how your business interacts with your customers most people think of crm as a system to capture information about your customers. Customer relationship management is a specific management process which must be aligned at all levels in bank advantages of crm concept is reflected at operational,. His research expertise lies in digital marketing, specifically social media, customer engagement, customer relationship management (crm), and small and medium-sized enterprises (smes) paul has published his research in international journals such as the international journal of electronic commerce , the journal of marketing theory & practice .
Journal of management and marketing research effective customer relationship management, page 3 brands), and is a function of psychological process (ie decision making, evaluative process) that. International journal of academic research in accounting, finance and management sciences the effect of customer relationship management (crm) on the performance . 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.