The CRM process in retail and service sector firms in Japan: Loyalty development and financial return

Minami, Chieko; Dawson, John

doi:10.1016/j.jretconser.2007.09.001

Cited by 50 publications

(30 citation statements)

References 30 publications

(29 reference statements)

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“…!n recent years, due to various problems, including economic, Banks have not been paying attention to the needs of customers and they are not able to efficiently meet their diverse needs.But with the vast changes in technology and information and communication technologies on the one hand and increased competition www.ecdcconference.org 1 from other side, banks should respect to the needs and expectations of customers and meet their needs faster than competitors.CRM concept means the adding value to customers by raising the level of satisfaction in their interactions with the organization [1]. Customer Relationship Management (CRM) is one of the leading tools in successful organizations to gain competitive advantage, with the development of e commerce, as a customer relationship management is called e-CRM.Since customers are the most important investment banks and tend to receive the services through email, web and.…”

mentioning

confidence: 99%

Evaluation of the effects of e-CRM on customer loyalty (case study: Esfahan Branch's of Sepah Bank)

Salehi

Kheyrmand

Faraghian

2015

2015 9th International Conference on E-Commerce in Developing Countries: With Focus on E-Business (ECDC)

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In today's competitive world, success is very close relationship with customer loyalty towards the organization.In several studies have shown that increased communication with clients and maintaining relationships with themwill eventually pave the way to customer satisfaction and 10yalty;Especially commercial and service organizations such as banks seeking major improvements in the way of their progress and customers are the main driving of these organizations. Loyalty maybe the one of most important structures in the marketing, Because of its ultimate effect on repurchase behavior of customers. However, with the increasing development and the emergence of new technologies in the context of the Internet, it is important to communicate with customers through modern methods and also with spending less time and money to be made on both sides.Given the importance of the issues raised, this study is designed to explore the impact of electronic customer relationship management (e-CRM) on customer loyalty. The purpose of the study is practical; and in terms of methodology is cross-correlation. The population of this research is the customers of Sepah Bank in Isfahan city branches.

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confidence: 99%

Evaluation of the effects of e-CRM on customer loyalty (case study: Esfahan Branch's of Sepah Bank)

Salehi

Kheyrmand

Faraghian

2015

2015 9th International Conference on E-Commerce in Developing Countries: With Focus on E-Business (ECDC)

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“…Information technologies such as data mining, data warehouse, or CRM software enable firms to obtain, manage, process, and interpret customer information more conveniently and efficiently (Minami & Dawson, ).…”

Section: Literature Reviewmentioning

confidence: 99%

Organizational ambidexterity and customer relationship management: A cycle of virtue

Curado

Oliveira

Antunes

2019

Knowl Process Manag

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Ambidexterity is often addressed in literature at the strategic organizational levels.This article focuses at customer relationship management (CRM) level. This study provides an inductive qualitative research that is solution focused and contributes to management theory within a paradigm of design sciences. Results suggest the existence of a cyclical approach to customer knowledge management following a sequence towards integration and fit, what constitutes a theoretical contribution.Findings show different exploitation and exploration contribution levels across the continuous spiral interactions illustrating how to develop ambidexterity at CRM level. The research manages to reconcile academic and practitioner perspectives in the theory building and thus offering a model that is both well-grounded in academic terms and relevant to practical needs.

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“…Ferreira et al 2012); and as a result, attracting and retaining customers, ensuring complementary margins and reducing lack of liquidity have become priority concerns for these institutions (cf. Hartman et al 2001;Howcroft 2006;Minami, Dawson 2008;Ferreira et al 2011;Kowalski, Shachmurove 2011;Amin et al 2012).…”

Section: Related Workmentioning

confidence: 99%

Enhancing Knowledge and Strategic Planning of Bank Customer Loyalty Using Fuzzy Cognitive Maps

Ferreira

Fernandes

et al. 2017

Technological and Economic Development of Economy

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Understanding customer loyalty has been a growing concern for the services industry. In a context of increasing competitive pressures, such loyalty is seen as a key element in service companies’ success. Maintaining customer loyalty and identifying its underlying factors, however, are recognizably difficult to do. Grounded on the use of cognitive mapping techniques, this paper proposes a knowledge-based framework for the identification of the key determinants of customer loyalty, and the relationships among them. A step-by-step guide to the development of such a framework is presented, and illustrated through a practical application in the banking context. The resulting findings are supportive of the applicability of such methods for understanding customer loyalty, and the improvement of long-term relationships with customers. They are furthermore indicative of new ways in which knowledge can be incorporated into management activities to improve service outcomes. Some managerial implications of our contribution and avenues for future research are also reported.

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The CRM process in retail and service sector firms in Japan: Loyalty development and financial return

Cited by 50 publications

References 30 publications

Evaluation of the effects of e-CRM on customer loyalty (case study: Esfahan Branch's of Sepah Bank)

Evaluation of the effects of e-CRM on customer loyalty (case study: Esfahan Branch's of Sepah Bank)

Organizational ambidexterity and customer relationship management: A cycle of virtue

Enhancing Knowledge and Strategic Planning of Bank Customer Loyalty Using Fuzzy Cognitive Maps

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