Impact of Customer Relationship Management (CRM) on Organizational Performance: A Study from the Perspective of Bangladesh

Abstract

Customer relationship management is recognizing, attracting, obtaining, maintaining, and keeping profitable and faithful customers as the success of a business highly depends on them. The current study’s purpose is to measure the impact of customer relationship management on organizational performance. The study used Yamane’s (1967) formula to calculate the sample, and it has got 90 sample sizes and used semi-structured questionnaires containing pre-coded and open-ended questions. Descriptive statistics like frequency, percentages, and means have been performed. Besides, inferential statistics like correlation and regression analysis have been used to determine the relationship. The result showed that customer relationship management significantly and positively impacts organizational performance. The study will help the policy maker of any organization to rethink and give much more emphasis to customer relationship management.

Effect of Sustainable Supply Chain Management and Customer Relationship Management on Organizational Performance in the Context of the Egyptian Textile Industry

“…OP helps to evaluate the strategic planning and organization efforts utilizing internal and external evaluations with a cascade of targets, plans, and strategies to determine strategic gaps [55,56]. OP aids in establishing a clear insight so that the efficacy of strategies can be determined, and performance outcomes and possibilities may be recognized [1,14,57] Thus, the assessment of OP serves to increase the efficacy and utility of pre-existing framework assessment or to compare various options for designing, developing, executing, and monitoring suggested systems [58,59].…”

Do knowledge management and Key customer-focused enhances banks' performance and competitive advantage in Ethiopia?

“…Therefore, via the application of key customer focus and knowledge management, delivering greater customer value has emerged as a vital instrument in creating and maintaining competitive advantage. One of the most important components in the success of service providers today is the utilization of knowledge management and key customer focus as strategies for drawing in and keeping customers (Isayas, 2022;Rahman et al, 2021 (Nigussie, 2018). As a result, the banking industry has moved from focusing on customer acquisition to developing customer association's, making knowledge management a primary customer focus.…”

Navigating the Landscape of Mobile Banking in Bangladesh: A Critical Examination of Challenges and Opportunities

“…Mobile banking is one of the parts of e-banking. Volume 12, No 1/2023 | GDEB Mobile banking is the outcome of recent innovations in telecommunications that have created new opportunities and introduced new methods of banking services (Barnes & Corbitt, 2003;Scornavacca et al, 2006;Rahman et al, 2021;Islam & Salma, 2016;Maddali et al, 2021). Mobile banking, or M-Banking or SMS Banking (Islam & Salma, 2016), is a form of banking transaction via a mobile phone or to conduct financial transactions via a mobile terminal (Petrova, 2002).…”