The Impact of eCRM on Loyalty and Retention of Customers in Iranian Telecommunication Sector

Khaligh, Alireza; Miremadi, Alireza; Aminilari, Mansoor

doi:10.5539/ijbm.v7n2p150

Cited by 18 publications

(15 citation statements)

References 24 publications

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“…The zakah organization should identify the key needs of muzakki then the services given by personnel will be match with muzakki's willing. The structure of the strategy should be based on flexibility and explicitly of the policies especially policies of taking fund and its cost (Abdolhosseini, et al, 2012). All these both of personnel 's behavior and business process must be supported by a good updating of technology.…”

Section: Resultsmentioning

confidence: 99%

“…The finding shows that behavior of the employees is significantly relate and contribute to customer satisfaction and loyalty. Therefore, (Abdolhosseini, et al 2012) investigated the impact of CRM on customer loyalty and retention in the telecom industry in Iran and found that commitment and vision of the management system is highly required for a successful CRM implementation. Moreover, study by (Kurniati et.al.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Strategic Approcah for Optimizing of Zakah Institution Performance: Customer Relationship Management

Widarwati¹,

Afif

Zazim

2016

Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah

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Strategic Approach for Optimizing of Zakah Institution Performance: Customer Relationship Management. Zakahh is part of the Indonesian economy, which requires the development and structuring. The funds of zakah must be well managed by organizational zakah system which should be improved its performance. Therefore, there is a need of new approach concerning the zakah management based on muzakki's behavior as an important resource in zakah institution. This paper explores the role of Customer Relationship Management (CRM) in zakah institution linked the important of muzakki's contribution who use services of its. Then it aims to expand the understanding about how CRM as one of strategic approach for organization such zakah institution to improve its performance which employes three main aspect of CRM, which are form of personnel (behavior of personnel), business process, and using technology. Furthermore, this paper tries to depict how CRM is able to raise the zakah funds collection from Moslem society especially Middle Class Moslem in Indonesia by customer (muzakki) satisfaction and cost reduction of zakah institution.

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Section: Resultsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Strategic Approcah for Optimizing of Zakah Institution Performance: Customer Relationship Management

Widarwati¹,

Afif

Zazim

2016

Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah

View full text Add to dashboard Cite

show abstract

“…Nambiar et al (2019), in their study, showed that customer value has positive impact of customer retention. A gamut studies emphasized to seek out the connection between Electronic Customer Relationship Management’s (e-CRM's) effective factors, loyalty and customer retention (Khan & Shahzad, 2012; Abdolhosseini Khaligh et al, 2012). Sandes and Urdan (2013), in their study, also verify eWOM’s effects on consumer behaviour and its impact on brand image but has a negligible impact on the purchase intention of the consumer.…”

Section: Theoretical Framework and Hypothesis Developmentmentioning

confidence: 99%

Effectiveness of Print Media Marketing in Digital Age: A Study on Indian Telecommunication Industry

Mathai

Jeswani

2021

FIIB Business Review

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In today’s era, business is Internet-driven that embarked on the evolution of the digital era. We are in the digital age with complete technology-driven activities facilitated by the Internet. This has certainly opened many new options for businesses to plug themselves. A gamut of studies has reported a positive influence of print media marketing on business. However, this study examines the effectiveness of print media marketing in today’s highly competitive digital era for the Indian telecommunication industry. A model was proposed to gauge the effectiveness of print media on customer retention for the telecom industry. The study was conducted with 200 customers from various telecom service providers, using a survey questionnaire which was administered to them. Research findings indicate that the migration to online sources is inevitable although print media has not become obsolete. It is also revealed that the print media alone is not effective and hence is unable to retain the consumers. The integration of print media marketing with digital and social media marketing is the recommendation of this study. This bundle is often effectively utilized to reinforce awareness and retention. The study also presents implications, limitations and future research direction within the context.

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“…Then it must also allow access to user systems through various client systems such as personal digital assistants (PDAs), personal computers and mobile phones. Khaligh et al (2012) described many opportunities for using e-CRM in marketing for companies. Such as increased interaction and relationships between customers by offering options in personalization, which all options are a source of competitive advantage.…”

Section: Literature Review On E-crmmentioning

confidence: 99%

Effect of E-CRM on Port Performance Through Customer Satisfaction and Customer Loyalty the Case Study of Mena Region Ports

Kamal

Salam

El-Nakib

2021

EIJBMS

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Adoption of e-CRM has been a recent strategy in the majority of business organizations, more particularly the developing countries, and, as such, managers have strategically invested in online technologies while emphasizing the building and maintaining of worthy linkages with profitable customers. This study aims at identifying the role of CRM in enhancing port performance in regard to customer satisfaction and customer loyalty in MENA ports context. A quantitative research approach through use of questionnaire survey is used to answer the research questions and achieve the objectives of the study. Egyptian port customers and employees are used as the case study of the research for data collection, a total 403 valid questionnaires are collected form users of MENA ports, analysis and findings. Descriptive statistics is used to describe the findings and regression analysis used to describe and evaluate the relationship between the constructs. Finally, the results indicates that there is a positive relationship between E-CRM implication and port performance. Also, there is a positive relationship between E-CRM implication and customer satisfaction as well as customer loyalty. In addition, the relationship between customer satisfaction and customer loyalty is positive and statistically significant. Therefore, both customer satisfaction and customer loyalty have a positive impact on port performance as well. Moreover, the research gives recommendations for top managers and decision makers to be careful to avoid mistakes in electronic communication with customers, which enhances their confidence in this type of communication, and encourages them to use and benefit from it.

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The Impact of eCRM on Loyalty and Retention of Customers in Iranian Telecommunication Sector

Cited by 18 publications

References 24 publications

Strategic Approcah for Optimizing of Zakah Institution Performance: Customer Relationship Management

Strategic Approcah for Optimizing of Zakah Institution Performance: Customer Relationship Management

Effectiveness of Print Media Marketing in Digital Age: A Study on Indian Telecommunication Industry

Effect of E-CRM on Port Performance Through Customer Satisfaction and Customer Loyalty the Case Study of Mena Region Ports

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