Download or read book The Impact of Customer Relationship Management Related Critical Success Factors on Customer Satisfaction written by Muhammad Tahir Jan and published by . This book was released on 2012 with total page 642 pages. Available in PDF, EPUB and Kindle. Book excerpt: The radical development in the banking sector of Malaysia has created a stiff competition among various banks. These banks need to satisfy the customers to the best for their sustainability. For this purpose, a strong relationship with customers is required. However, for strong relationship organizations are required to identify those factors which can be crowned responsible for it. This issue have raised a critical research agenda that requires attention to identify and test those factors which are crucial for the success of customer relationship. The present study, therefore, has set its objective in identifying and testing these critical factors for successful implementation of customer relationship management (CRM) in banking industry and investigating their impact on customer satisfaction. To accomplish this goal, the present research has explained related concepts and reviewed literature extensively on the topic. A research framework was developed based on a strong theoretical background. Accordingly, the empirical study was conducted in Klang valley in Malaysia, which is considered the hub of all banking activities. The target population of this study was employees of different banks. Further, data was also collected from selected customers for the purpose of measurement invariance only. Through selfadministered questionnaire 349 usable responses were acquired from employees and 161 usable responses from customers. Analysis of data was conducted using descriptive, exploratory and confirmatory factor analysis. After the satisfactory results of confirmatory factor analysis for all constructs, measurement invariance tests were conducted for customer satisfaction. Subsequently, structural equation modelling (SEM) was then employed to test the hypothesised relationships among the constructs, as postulated in the model. A total of twelve hypotheses were designed based on the review of the literature, out of which, nine were supported. The findings of this research revealed that technology related critical success factors (CSFs) significantly impact business process CSFs, privacy, trust, and customer satisfaction. It was also exposed that human related CSFs have a positive effect on business process CSFs. Further, it was revealed that privacy partially mediates the relationship between technology CSFs and trust. Similarly, the relationship between technology CSFs and customer satisfaction was also partially mediated by trust. Interestingly the findings also revealed that privacy has a direct positive effect on trust, whereas, trust has a direct positive effect on customer satisfaction. The findings of this research are valuable asset for the banking industry in Malaysia, especially those who are struggling to implement CRM successfully and also wish to enhance customer satisfaction. Academicians, practitioners, researchers, and policy-makers can also benefit from this research and its findings.
Download or read book Critical Success Factor Framework for Customer Relationship Management and Business Intelligence Implementation written by Reshma Sameer Naik and published by . This book was released on 2010 with total page 106 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer Relationship Management written by Jon Anton and published by . This book was released on 1996 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: Appropriate as a stand-alone text for single-semester courses in Customer Relationship Measurement, Service Marketing, Customer Service or Consumer Affairs. This book documents and demonstrates cost-effective techniques that the authors themselves have used to assist company managers in accomplishing strategic customer relationships management. It provides future or practicing non-technical corporate managers with the tools to better retain customers by backing their "hard decisions" with the "soft numbers" used to measure customer relationships.
Download or read book The Effectiveness of Customer Relationship Management Critical Success Factors and Benefits with California Companies written by Curran Chu and published by . This book was released on 2006 with total page 106 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer Relationship Management written by Gerhard Raab and published by CRC Press. This book was released on 2016-05-13 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Customer Relationship Management written by Lakshman Jha and published by Global India Publications. This book was released on 2008 with total page 280 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Customer Relationship Management written by Rajendra Kumar Sugandhi and published by New Age International. This book was released on 2003 with total page 308 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Critical Success Factors in Customer Relationship Management Implementation written by Kamyar Kavosh and published by . This book was released on 2015 with total page 13 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of this study is to find the critical success factors of customer relationship management implementation in automobile industry. Semi-structured interviews were carried out to collect the needed data. The interviews were written or recorded then transcribed and analyzed by implying content analysis method. The results have reflected that all the investigated companies are implementing CRM furthermore some success factors such as training employees, top management support and the desired organizational culture have been determined that impacts the project significantly and intensely toward obtaining the desired results.
Download or read book Customer Relationship Management written by 50minutes, and published by 50Minutes.com. This book was released on 2017-08-25 with total page 36 pages. Available in PDF, EPUB and Kindle. Book excerpt: Understand customer relationship management in no time! Find out everything you need to know about this powerful tool with this practical and accessible guide. Customer relationship management is a valuable tool in an increasingly competitive business world. It allows companies to find out who their customers are and what they want, which enables them to tailor their communication and offers to their clients. No matter what your sector of activity, an effective CRM strategy will boost customer satisfaction, increase performance and give you a valuable edge over the competition. In 50 minutes you will be able to: • Understand the wide range of tools and techniques used in customer relationship management • Tailor your communications to your customers’ needs and expectations • Evaluate the success of your CRM strategy based on a number of key performance indicators ABOUT 50MINUTES.COM | MANAGEMENT AND MARKETING The Management and Marketing series from the 50Minutes collection provides the tools to quickly understand the main theories and concepts that shape the economic world of today. Our publications will give you elements of theory, definitions of key terms and case studies in a clear and easily digestible format, making them the ideal starting point for readers looking to develop their skills and expertise.
Download or read book Customer Relationship Management written by Francis Buttle and published by Routledge. This book was released on 2009 with total page 495 pages. Available in PDF, EPUB and Kindle. Book excerpt: This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.
Download or read book Managing Customer Experience and Relationships written by Martha Rogers and published by John Wiley & Sons. This book was released on 2022-04-19 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world’s leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to “treat different customers differently.” This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.
Download or read book Customer Relationship Management written by Kristin L. Anderson and published by McGraw Hill Professional. This book was released on 2001-09-22 with total page 178 pages. Available in PDF, EPUB and Kindle. Book excerpt: This reader-friendly series is must read for all levels of managers All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based Briefcase Books Series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one of today's hottest topics. Customer Relationship Management supplies easy-to-apply solutions 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.
Download or read book The Exploration of Critical Success Factors CSFs in Implementing Customer Relationship Management CRM Systems written by Manrong Zhu and published by . This book was released on 2006 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Critical success factors in customer relationship management implementation written by Mohammed A. Al-Ajlam and published by . This book was released on 2006 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Who Owns the Data written by Frank L. Eichorn and published by Tate Pub & Enterprises Llc. This book was released on 2005-09 with total page 118 pages. Available in PDF, EPUB and Kindle. Book excerpt: We all know how important customer service is, every company espouses it. But how often do we think about treating our internal colleagues with the same customer service levels as our external customers? Who Owns The Data? examines the relationships between IT departments in an organization and the business units they support and develops a holistic approach to improving these internal relationships. This book is targeted at executives, managers and team members at every level of an organization. It demonstrates the direct, positive impact of adopting Internal Customer Relationship Management principles on employee satisfaction, customer satisfaction and organizational performance.
Download or read book Customer Relationship Management written by Francis Buttle and published by Routledge. This book was released on 2004-02-18 with total page 362 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access.
Download or read book Customer Relationship Management written by Dr. Pallavi (Joshi)Kapooria and published by Idea Publishing. This book was released on 2017-08-14 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this era of customer sovereignty, the key to success is to be customer-centric to the core and divert optimum resources towards identifying the right customers and catering to their service needs so as to leverage the relationship with a long-term perspective. In the fierce marketplace, the prime factor that will prove to be a sustainable differentiator is customer loyalty. Marketers must connect with the customers – inform, engaging and energizing them in the process to capture the customers and win over the competition. This book will give an insight into such aspects of CRM and help an organization to develop an apt strategy and build an infrastructure that absolutely must be in place before they can begin to understand the customers and start delivering effective loyalty programs. It emphasizes on the fact that the loyalty is built on trust which results from the total experience that a customer has with your organization throughout the customer lifecycle. This book will primarily cater to the management students who are aspiring managers keen to explore the world of endless opportunities of Marketing & Brand Management. It will provide them with an insight into the core concepts of CRM and equip them to successfully mark their corporate debut. This book also intends to cater to the corporate professionals who are planning to invest in a Customer Relationship Management program. I hope that we will be able to build a relationship through my investment in writing this book and your investment in reading it. Since a relationship is two-way, I hope that we can benefit from each other’s experiences. I would be glad to hear from you, please do share your experience and feedback at [email protected]
