Customer relationship management (CRM) experiences of Business-to-Business (B2B) marketing firms: A qualitative study

The Impact of CRM on Customer Satisfaction and Customer Loyalty: Mediation Effect of Customer Perceived Value (Evidence from Hospitality Industry)

“…Customers are the main target of any organization so the organization should customize their products and services based on the customer's needs. (Wali, et al 2016); Monga, and Kaplash, (2016) agree that managing business and customer relationships involves a process of acknowledging customer needs, and studying their purchase habits and preferences. To evaluate customer's consumption experiences the firm's employees interact with the customers on the telephone or face to face concerning enquiries or complaints.…”

“…In order for the hotel managers to manage customer relationship appropriately, they should build strategy, customer-centric practices and should adopt techniques and tools that enable them to implement long lasting and powerful relationship with customers. Wali,et al, (2016) explained that consumer commitment is a valid predictor of customer loyalty and it positively affects customer advocacy behavior. Loyal customers to the brand drive advocacy behavior where they tell their families and friends about the value attached in the product or service.…”

“…In addition, customer's commitment and trust towards a firm increase their willingness to give favorable recommendations to their colleagues and friends about the service provider. Wali, et al, (2016) described how an effective CRM will improve the behavioral and attitudinal commitment of customers, leading to loyalty towards the organization's offerings. Firms that develop pleasant relationships with their customers by frequently modifying products and services according to their preferences will attain high degree of customer commitment.…”

Research in Industrial Marketing: Issues and Opportunities Classification

“…The research about CRM was also carried out by (Wali, Uduma, & Wright, 2016) that explored about the experiences on Customer Relationship Management (CRM) on companies that implemented business-to-business (B2B) marketing in cellular telecommunication sector by implementing qualitative approach. This research was based on resources.…”

Sistem Informasi Penjualan Dengan Fitur Customer Relationship Management (CRM) Pada Tria Salon Berbasis Web

“…Menurut Alma dalam Kalalo [4], menyatakan manajemen hubungan pelanggan atau Customer Relationship Management adalah suatu proses mendapatkan, mempertahankan dan meningkatkan hubungan pelanggan yang saling menguntung dengan tujuan untuk menciptakan nilai pelanggan [5][6][7]. Kepuasan pelanggan merupakan tujuan utama perusahaan disamping memaksimalkan keuntungan, untuk itu perusahaan akan lebih memperhatikan mutu produk agar dapat memberikan kepuasan yang prima bagi pelanggan [8][9][10][11].…”