Customer Relationship Management: A Review and Classification

Alokla, Mosa; Alkhateeb, Mais; Abbad, Muneer; Jaber, Faten

doi:10.33182/tmj.v7i2.734

Cited by 8 publications

(9 citation statements)

References 27 publications

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“…Developments in technology have fueled the growth in the availability of information online, the proliferation of social media platforms, and the growth of e-commerce. Especially the introduction of social media through Facebook and the introduction of smartphones made technology more immersive in people's lives and these technologies have paved the way to a massive increase in data (Alokla et al, 2019). This has led to consumers increasingly spending their time online and discovering the convenience of online shopping (Zuberi, Rajaratnam, 2020).…”

Section: How Foreseeable Is Consumers' Behavior In Onlinementioning

confidence: 99%

Balancing the segmentation and behavioral principles towards acquiring customer insight.

Bucko¹,

Exenberger²,

Héjjová³

2022

TMJ

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Digitalization and decentralization within the energy market provide consumers with new opportunities. The trend consequently requires the transformation of energy suppliers’ portfolios beyond energy supply and towards overall household management within business to the customer market. This segment is especially challenging due to its size and variability in habits or behavior related to household management, which includes not only energy supplies but also insurance issues, appliances operations, and service. This study examines, customers’ behavior and their responses to offers of products and services related to household management based on an intrapersonal factor of “age” as an easily accessible and precise type of data about consumers. Dataset examined contains data of customers, who were addressed repeatedly during 24 months from 2019 until 2020 by e-mail offers from a supplier of products and services related to household management. Our results show, that even the age needs to be combined with other factors influencing the decision-making process, it involves the potential to provide vendors insights to improve their targeting and increase the effectiveness in communication with customers.

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Section: How Foreseeable Is Consumers' Behavior In Onlinementioning

confidence: 99%

Balancing the segmentation and behavioral principles towards acquiring customer insight.

Bucko¹,

Exenberger²,

Héjjová³

2022

TMJ

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“…Core CRM Benefits  Identify and target their best customers  Allowing the formation of individualized relationships with customers  Identifying the most profitable customers and providing them the highest level of service  Understand and identify customer needs Information system, technology, e-business, management, knowledge management, human resources management and marketing are the key disciplines of CRM [15]. CRM is touted as an imperative strategy to enhance a firm's competitive advantage [16].…”

Section: Authorsmentioning

confidence: 99%

Propose an E-CRM Model based on Mobile Computing Technology in Pharma Distribution Industry

Kamanghad¹,

Hashemzade²,

Kazemi³

et al. 2022

jist

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In today's world, the competition between all business areas and companies including pharma distributor companies has increased dramatically, so it is very important for active companies in the pharma distribution industry which deal with a large number of customers in a B2B market to establish a deep and long-term relationship with their customers and manage that relationship effectively. Since the CRM which now is enriched by new emerging technologies in terms of e-CRM and m-CRM is under developing rapidly, it can play a critical role for empowering these companies to strengthen their relationship with their customers. In this research it has been tried to have a complete review of mobile computing technology concept and its effect on CRM. The research methodology is basically qualitative. After a literature review, using qualitative research methods and deep interviews with a group of 8 industry experts, the whole concept of the initial model was derived using Thematic Analysis method. The Grounded Theory approach was applied to extract the main factors and sub-factors of the final model. Additionally, some of \research techniques such as Dematel, ANP and Super Decision software were used to investigate the interdependency, importance and priority of factors and sub-factors. At the last stage a new model for e-CRM in pharma distribution industry based on mobile computing technology has been proposed. The four key components of the model are Quality of Content and Services, Organizational Readiness, Quality of System and Communication, Customer Mobile App.

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“…The resutl of the estimation indicates E-banking quality service including the trustworthiness, competence, feedback, interaction, safety, security and privacy have positive and significant effect on the customer satisfaction to build long term assciation with an institution and willingness to purchase product. Alokla, et al (2019), according to the CRM is not a new idea, however it's far based totally at the present day improvement in business enterprise software technology. Also, corporations use this idea to win the agree with and the loyalty in their clients.…”

Section: Khatoon Etal(2020)mentioning

confidence: 99%

Evaluation of Customer Relation Management: A Case Study of Public and Private Bank of Pakistan

Bhatia¹

2021

pjia

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Purpose of the Study: The study pertains to the knowledge, management and the creativity of the banking sector. It has been examined by the survey of primary data from the perspective of the customer’s security and confidence of relationship building with public and private institutions. Therefore, the issue has been revisited to explore the variance between the application of customer relationship management in private and public banks. Methodology: The number of the respondents, 249, including the depositors and borrowers, has been taken from the total universe of the population of selected list of the public and private banks branches of Hyderabad with a 95% reasonable level of confidence. To examine the data, a simple Independent T-Test was applied to find the variance between the variables. Findings: The empirical result p=<0.05 indicates there is a variance between the carry out customer relationship management in the public and private banks. Private banks are more aggressively practicing their ideas in comparison to local banks. Applications of this Study: The study will be useful for the students of commerce and business studies to understand the concept and evaluate practices of CRM in the service sector and for the management and staff related to the service sector for business development and career development. Novelty and originality of the work: The study will contribute more in the dynamic expansion in the business activities, particularly in the service sector of Pakistan, to operate, maintain and startup a profitable business for a longer period which is mutually beneficial for management, staff and customers. While the service sector in Pakistan facing the issues in business decision making with respect to CRM practices such as to retain current and future profitable client providing quality services

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Customer Relationship Management: A Review and Classification

Cited by 8 publications

References 27 publications

Balancing the segmentation and behavioral principles towards acquiring customer insight.

Balancing the segmentation and behavioral principles towards acquiring customer insight.

Propose an E-CRM Model based on Mobile Computing Technology in Pharma Distribution Industry

Evaluation of Customer Relation Management: A Case Study of Public and Private Bank of Pakistan

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