Linking CRM capabilities to business performance: a comparison within markets and between products

Trif, Simona-Mihaela; Duțu, Cristian; Tuleu, Daniela-Liliana

doi:10.2478/mmcks-2019-0021

Cited by 11 publications

(6 citation statements)

References 52 publications

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“…Businesses must be able to innovate new products, achieve success and growth, and satisfy consumer demand (O'Cass & Sok, 2014). Business performance is the primary goal of any type of firm, being a top priority for managers (Trif et al, 2019).…”

Section: Literature Reviewmentioning

confidence: 99%

Business risk management in the context of small and medium-sized enterprises

Dvorský

Belás

Gavurová

et al. 2020

Economic Research-Ekonomska Istraživanja

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The aim of this paper is to review the impact of entrepreneurs' attitudes toward the defined business risks on the perception of the future of small and medium-sized enterprises (SMEs). 454 SMEs from the Czech Republic (CR) participated in the research and completed an online questionnaire. Structural equation modelling and factor analysis were used to identify the causal relationships between the examined variables. Entrepreneurs' attitudes toward business failure also have a positive effect on the future of the SME. The perception of financial risk in positive indicators of financial performance and the perception of financial risk as part of the company's everyday life have the most significant impact on future business. Operational risk is reflected in the utilisation of corporate resources, reducing customer complaints about the quality of the company's products and the company's independence of a limited number of suppliers. The company's sales volume adequacy provides a source of market risk. It has the third strongest positive impact on the future business in the SME segment. The research results provide a valuable platform for the authors of national and regional development strategic plans looking for SME support and development as well as the authors of the relevant policies.

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Section: Literature Reviewmentioning

confidence: 99%

Business risk management in the context of small and medium-sized enterprises

Dvorský

Belás

Gavurová

et al. 2020

Economic Research-Ekonomska Istraživanja

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“…The finding that human capital moderates the relationship between two CRM dimensions and performance opens avenues for future studies on performance, as previous research was limited to examining the direct relationship between CRM and performance (Ullah et al ., 2020; Trif et al ., 2019; Rafiki et al ., 2019; Aldoseri et al , 2019; Ali et al , 2019; Josiassen et al ., 2014). In effect, the present study is a pioneering one as it examined the indirect relationship between the two variables, with human capital as the moderating variable.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

CRM dimensions and performance of SMEs in Yemen:the moderating role of human capital

AlQershi

Mokhtar

Abas

2020

JIC

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PurposeThis paper examines the interaction of human capital and CRM on the performance of SMEs in Yemen.Design/methodology/approachThe study used a quantitative approach in investigating the interacting effect of human capital on the relationship between CRM and SMEs' performance in Yemen. The PLS-SEM analysis was performed to test the hypotheses.FindingsIt was observed that key customer focus, technology-based CRM and CRM knowledge management were effective drivers of SME performance, but not CRM organization tools. It was also ascertained that human capital has no moderating effect on the key customer focus and knowledge management relationships with performance, although it does moderate the relationships between performance and CRM organization and technology-based CRM respectively.Research limitations/implicationsBecause this study is limited to manufacturing SMEs in Yemen, the results cannot be generalized to other types of industry such as services, whose structure and vision differ from those of manufacturing SMEs. While the current results may be appropriate for SMEs in other developing countries, the researcher believes they are unsuitable for SMEs in advanced economies with different financial structures and employee and management cultures.Practical implicationsThe empirical insights of this study are valuable for the owners, managers and professionals in the SMEs manufacturing sector in developing countries, to enrich their organizational performance through CRM adoption, while considering the moderating effect of human capital.Originality/valueThis is the first empirical work to confirm way the main drivers of human capital, including in the analysis the impact of CRM dimensions and SME performance, in the context of the manufacturing sector. In support of an original conceptual model, the insights contribute to the literature on CRM, SMEs in the manufacturing sector, human capital and emerging economies.

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“…CRM enables companies to gather and analyze customer data, understand preferences and behaviors, and provide personalized interactions and tailored product recommendations (Dalla Pozza et al, 2018). Efficient communication with customers, such as personalized emails, timely responses, and proactive communication, can improve customer trust and foster positive relationships (Trif et al, 2019). CRM also provides a comprehensive view of customers across various touchpoints, allowing for personalized engagement, customer segmentation, and optimized marketing strategies, ultimately leading to increased customer satisfaction and brand loyalty (Peelen & Beltman, n.d.).…”

Section: Crm and Customer Satisfactionmentioning

confidence: 99%

Redefining CRM for the Digital Age: The Role of Customer Data Protection from an Islamic Perspective

Furwanti,

Casmini,

Wibowo

2024

SJEKI

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- This study refines Customer Relationship Management (CRM) as a strategic approach for the digital era. It proposes Customer Data Protection (CDP) as a crucial new dimension for a more holistic CRM framework. This revised framework addresses inconsistencies in past CRM definitions, which have contributed to implementation failures across industries. The urgency for this refinement is further emphasized by Indonesia's weak data security landscape. Employing a quantitative survey methodology, the study gathers data from 412 respondents selected through purposive sampling. Confirmatory Factor Analysis (CFA) is then utilized to analyze each CRM dimension within the collected data. The empirical findings establish five significant dimensions of CRM, forming a strategic framework referred to as the "5C CRM." This framework encompasses processes for cultivating positive stakeholder relationships, preserving company value, and ultimately enhancing customer satisfaction. From an Islamic perspective, data protection aligns with the Maqāṣid Sharia principle of hifdz al-nafs (protecting life). By securing customer data, companies safeguard customers from potential dangers associated with cybercrime and unauthorized access. This aligns with the Quranic verse An-Nur:27, which emphasizes seeking permission before entry. This verse signifies the company's responsibility to secure and protect customer data from unauthorized access. Ultimately, businesses that actively safeguard personal information are more likely to cultivate customer satisfaction and loyalty. The findings suggest that prioritizing data security not only aligns with Islamic principles but also fosters stronger customer relationships.========================================================================================================ABSTRAK - Redefinisi CRM untuk Era Digital: Peran Perlindungan Data Konsumen dalam Perspektif Islam. Penelitian ini meredefinisi konsep Customer Relationship Management (CRM) sebagai pendekatan strategis untuk era digital dengan mengusulkan dimensi baru, yaitu Perlindungan Data Konsumen (Customer Data Protection - CDP), untuk menciptakan kerangka kerja CRM yang lebih komprehensif. Penyempurnaan ini bertujuan untuk mengatasi persoalan inkonsistensi definisi CRM yang berakibat pada kurang efektifnya implementasi di berbagai sektor. Urgensi penyempurnaan ini disebabkan oleh kondisi keamanan data di Indonesia yang masih lemah sehingga sering terjadi kebocoran data. Penelitian ini menggunakan metode kuantitatif yang mengumpulkan data melalui survei kuesioner dari 412 responden yang dipilih secara purposif. Confirmatory Factor Analysis (CFA) digunakan untuk menganalisis dimensi-dimensi CRM dari data yang terkumpul. Hasil kajian menetapkan lima dimensi kunci CRM yang membentuk kerangka strategis yang disebut “5C CRM”. Kerangka ini mencakup proses yang dilakukan perusahaan untuk membina hubungan positif dengan pemangku kepentingan internal dan eksternal, menjaga nilai perusahaan, dan meningkatkan kepuasan pelanggan. Dari perspektif Islam, perlindungan data konsumen sejalan dengan prinsip Maqashid Syariah, khususnya aspek hifdz al-nafs (melindungi kehidupan). Dengan pengamanan data konsumen, perusahaan akan melindungi pelanggan dari bahaya kejahatan dunia maya dan akses yang tidak sah. Hal ini sesuai dengan ayat Al-Qur’an An-Nur:27 yang menekankan pentingnya meminta izin sebelum memasuki suatu tempat, yang menandakan tanggung jawab perusahaan untuk mengamankan dan melindungi data konsumen dari akses tidak sah. Pada akhirnya, perusahaan yang secara aktif melindungi informasi pribadi cenderung meningkatkan kepuasan dan loyalitas pelanggan. Temuan penelitian menunjukkan bahwa prioritas terhadap keamanan data tidak hanya sejalan dengan prinsip Islam tetapi juga memperkuat hubungan dengan pelanggan.

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Linking CRM capabilities to business performance: a comparison within markets and between products

Cited by 11 publications

References 52 publications

Business risk management in the context of small and medium-sized enterprises

Business risk management in the context of small and medium-sized enterprises

CRM dimensions and performance of SMEs in Yemen:the moderating role of human capital

Redefining CRM for the Digital Age: The Role of Customer Data Protection from an Islamic Perspective

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