A new model to evaluate the success of electronic customer relationship management systems in industrial marketing: the mediating role of customer feedback management

Liu, Yishu; Chen, Zhong

doi:10.1080/14783363.2022.2071694

Cited by 12 publications

(5 citation statements)

References 75 publications

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“…Researcher developed questionnaire and it includes two parts; part one includes demographic information and part two includes thirty six questions for E-CRM. All measures used five-point scales ranging from 1 (extremely disagree) to 5 (extremely agree) (Liu & Chen, 2023).…”

Section: Methodsmentioning

confidence: 99%

e-CRM application of micro, small and medium enterprises in Sri Lanka: mixed method

Sathana

2022

J. Bus. Stud.

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Small Medium Enterprise (SME) sector plays prominent role to the development of Sri Lanka, and they have been facing huge problem and challenges in this competitive and crisis environment. Previous researchers have conducted research on e-CRM application for large firms and proved the e-CRM’s significant for large firms. Still e-CRM application is debatable in developing countries. The purpose of this research is to find out the ubiquitous e-CRM application for the success of Sri Lankan MSMEs, especially the factors of e-CRM in SME sector. Researcher applied mixed method in this research and respondents are the owners or managers of SMEs. Four focus group discussion and ten interviews were conducted for the qualitative research and snowball sampling techniques was applied to select the respondents for the quantitative method. The coding and thematic analysis were conducted to find out the themes of e-CRM of SMEs. From the qualitative analysis, fifteen themes were identified and they were come under the three dimensions. For the quantitative research, questionnaire was developed with 36 questions. The exploratory factor analysis was conducted to find out the factors of e-CRM of SMEs. Four dimensions were identified from the exploratory factor analysis. Factor 1 is named as E-CRM in Marketing, factor 2 is denoted as E-CRM implementation, factor 3 is called as Strategic integration and factor 4 is referred as Technology-based CRM. The application of four dimensions of e-CRM enable the SMEs to keep existing customers and attract the new customer.

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Section: Methodsmentioning

confidence: 99%

e-CRM application of micro, small and medium enterprises in Sri Lanka: mixed method

Sathana

2022

J. Bus. Stud.

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“…Interaction between customer behavior and sustainable energy marketing creates a feedback loop that can accelerate market transformation towards sustainability. As energy companies respond to consumer demand for sustainable options by marketing and offering greener products, this, in turn, reinforces positive consumer attitudes towards sustainability, creating a virtuous cycle of increasing demand and supply of sustainable energy solutions [176,177] . Personal values, social norms, and environmental attitudes also influence customer behavior in the context of sustainable energy.…”

Section: Sustainable Marketing Practices Of Energy Companiesmentioning

confidence: 99%

Sustainability marketing strategies for the energy sector: Trends, challenges, and future directions

Durmus Senyapar

2024

Environ. Soc. Psychol.

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This study delves into the complex dynamics of sustainable marketing within the energy sector, aiming to unravel the intersection of sustainability principles and marketing strategies that promote environmental stewardship, economic viability, and social equity. Through exploratory qualitative research, the study uncovers critical trends in sustainable marketing, addressing the challenge of aligning strategies with environmental, economic, and social goals. A strategic shift is observed in integrating renewable energy sources, emphasizing environmental benefits and global alignment with sustainability goals. Transparent communication and ethical practices are pivotal, fostering consumer trust and authentic storytelling and establishing a foundation for a trustworthy energy sector. The emphasis on energy efficiency solutions and digital marketing platforms contribute to an informed and empowered consumer base. Customizable energy solutions, incentive programs, collaborative campaigns, and sustainable branding enhance market appeal, reinforcing economic benefits and positioning companies as leaders in transitioning to a sustainable energy future. The critical findings highlight integrating renewable energy sources, a shift towards transparency and ethical marketing practices, promoting energy efficiency solutions, leveraging digital platforms, offering customizable solutions, and engaging in collaborative campaigns with sustainable branding. Synthesizing these findings, the study provides a holistic perspective on strategies contributing to a resilient and eco-conscious future in the energy sector. Energy companies can leverage these insights to refine marketing strategies, align with global sustainability goals, foster consumer trust, and position themselves as leaders in transitioning to a sustainable energy future.

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“…Dessa forma, cabe atentar para artefatos capazes de auxiliar o processo de sucesso das empresas e relacionamento com os clientes, como por exemplo a internet (que quando utilizada para o marketing, tem extrema repercussão), ou seja, auxilia na comunicação. Ademais, outro ponto a ser observado e de extrema importância é o feedback dos clientes sobre o serviço prestado pelos profi ssionais (JERRAM, 2003;FOLEY, 2007;LIU;CHEN, 2022).…”

Section: Percepção Do Mercado Ao Marketing Contábil E Os 4 P'sunclassified

Influência do marketing na visibilidade, atração de clientes e desempenho de escritórios de contabilidade no Sul do Brasil

Batistella¹,

Pinheiro

Ransan³

2022

Desenv

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O Marketing surgiu com o objetivo de melhorar a relação entre empresa e cliente, bem como atender asperspectivas do consumidor, visando proporcionar melhorias para as partes interessadas. Os serviços contábeispermitem uma relação direta entre empresa e cliente, para tanto, técnicas para captação e manutenção dosclientes têm se tornado um diferencial no ramo contábil. O estudo busca analisar a influência do uso do mixmarketing nos escritórios de contabilidade. Foi realizada uma pesquisa, descritiva, quantitativa e do tipo survey.A coleta dos dados ocorreu através de formulário eletrônico enviado aos órgãos reguladores de contabilidade.Foram contatados aproximadamente 325 gestores de escritórios de contabilidade, dos quais, 65 apresentaramretorno. A análise foi realizada por meio de técnicas quantitativas de estatística descritiva e regressão linear. Osachados permitem afirmar que o uso dos P’s do marketing proporciona melhoria na captação de clientes,faturamento e rentabilidade financeira dos escritórios, conforme os respondentes. Esse estudo, contribui para oscontadores e órgãos de regulação, demonstrando que a profissão deve implementar inovação e uso de técnicas demarketing para promover e melhorar seus serviços. Também contribui para o âmbito acadêmico, pois apresentaachados importantes relacionados a área de marketing contábil, o qual ainda é pouco abordado no Brasil.

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A new model to evaluate the success of electronic customer relationship management systems in industrial marketing: the mediating role of customer feedback management

Cited by 12 publications

References 75 publications

e-CRM application of micro, small and medium enterprises in Sri Lanka: mixed method

e-CRM application of micro, small and medium enterprises in Sri Lanka: mixed method

Sustainability marketing strategies for the energy sector: Trends, challenges, and future directions

Influência do marketing na visibilidade, atração de clientes e desempenho de escritórios de contabilidade no Sul do Brasil

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