Customer Relationship Management: A Databased Approach
... In this rapidly evolving domain, businesses can no longer rely solely on traditional metrics such as order count or gross revenue to guide strategic decisions. Instead, they must focus on long-term profitability through intelligent, data-driven methods like Customer Lifetime Value (CLV) modeling (Kumar & Reinartz, 2006). CLV serves as a crucial strategic tool that helps firms predict the total value a customer will contribute over their entire lifecycle. ...
... Customer Relationship Theory emphasizes the significance of long-term interactions over transactional focus. As argued by Kumar and Reinartz (2006), modern CRM strategies center around understanding not just how much a customer spends, but how long they will continue to do so and what value they bring. (1994), remains a cornerstone of customer segmentation. ...
In today’s dynamic digital economy, customer-centric strategies play a critical role in sustaining e-commerce competitiveness. One of the most effective ways to assess customer profitability is through the prediction of Customer Lifetime Value (CLV)—a forward-looking metric that estimates the total net profit a business can expect from a customer throughout their entire relationship. This research paper develops a predictive model for CLV using simulated transactional data that reflects the behavioral patterns typical of customers on Myntra, one of India’s largest fashion e-commerce platforms. Leveraging RFM (Recency, Frequency, Monetary) analysis and Multiple Linear Regression, the study achieves a strong predictive performance with an R² score of 0.78. Results confirm that Recency is negatively associated with CLV, while Frequency and Monetary value exhibit strong positive correlations. The study not only provides a scalable, interpretable model but also delivers strategic recommendations for segmentation, marketing personalization, and resource optimization. This paper reinforces the importance of applying data analytics in digital retail to foster profitability and customer retention. Keywords: Customer Lifetime Value, E-commerce Analytics, RFM Model, Regression Analysis, Customer Segmentation, Digital Marketing.
... Mathematical models can include regression equations, structural models, or decision models. Through appropriate analytical methods, the relationships and impacts between different variables are quantitatively examined and analyzed to provide evaluative results and inferences for enhancing customer services [10] . ...
... In this case, focusing on the impact of information technology on service quality and customer satisfaction, we will explore the structural equation model. The general formula for a structural equation model is as follows [2,10] : ...
Recent research and studies have shown that Information Technology (IT) has a significant impact on service quality, customer satisfaction, and customer relationship development. With the proliferation and penetration of technology in all aspects of life, organizations are responding to the implications and opportunities that IT creates in relation to customer services. The main objective of using information technology in organizations is to increase customer satisfaction, service quality, and customer relationship management, which the authors will focus on here. Enhancing service quality, improving customer satisfaction, and establishing close and sustainable customer relationships are key advantages of leveraging information technology in this field. This article examines the impact of information technology on service quality, customer satisfaction, and customer relationship development and provides strategies and models for organizations to improve customer satisfaction and establish closer connections with them through the use of information technology. Seventy individuals from the IT field were used to evaluate the proposed model. The proposed model was compared with three models: SEM, regression, and decision tree, and the results demonstrated better performance of this approach.
... All of these potential privacy breaches combined leaves users/individuals inhibited to its adoption (Xu & Gupta, 2009). Kumar and Reinartz (2018), attributed the emergence of customer privacy concerns to three primary dimensions, which are: ...
... (1) Technology's method of collecting information, (2) Customer's control over this shared information and (3) Awareness of privacy policies and practices. Besides, an individual's privacy concerns could rise if s/he is exposed to errors in usage, erroneous access, and/or wrongful secondary use of technologies (Kumar & Reinartz, 2018). Hence, it is critical to not just reduce the risk associated with privacy, but also address the customers' privacy concerns in order to facilitate technology adoption (Featherman et al., 2010). ...
The trend of using artificial intelligence based chatbots for service encounters has seen a significant spike in recent times. Many studies have attempted to explain the adoption of the technology for various service applications; this study synthesizes the literature through a meta‐analysis, for which data from 70 independent studies, with a combined sample size of 20,026 was considered, to understand the influencers of the attitude and intention to use chatbots for service encounters. In addition, this study also sought to understand the moderating role of the culture, the technological characteristics captured through the variables transactional/non‐transactional, and informative/entertaining of the hypothesized relationships. Meta structural equation modelling (meta‐analytic SEM) was used to analyse the data. The results indicate playfulness, attitude, usefulness, facilitating condition and social influence of the chatbots are the key factors in influencing user adoption. Further, technological characteristics and culture were found to significantly moderate certain relationships in the model. Practical and theoretical implications have also been discussed.
... 2.2 Layer 2: Business Outcomes (Operational and Financial Metrics) Improvements in CX levers produce measurable business results. These outcomes correspond to widely accepted financial indicators, supported by empirical data and models such as the Service Profit Chain (Heskett et al., 1994), CLV models (Kumar & Reinartz, 2006), and NPS frameworks (Reichheld, 2003). ...
Customer Experience (CX) is increasingly viewed as a strategic asset capable of driving brand differentiation and customer loyalty. However, its quantifiable contribution to financial performance remains underdeveloped in both academic literature and executive practice. This paper presents a unified conceptual framework that positions CX as a dynamic, measurable lever for business value creation. Grounded in theories of organizational ambidexterity, customer value management, and experience innovation, the framework integrates four interrelated constructs: Experience Drive Growth Model (EDGM), CX Elasticity, CX Elasticity Index (CXEI), and Ambidextrous CX. Together, these elements provide a multidimensional model through which organizations can assess the sensitivity of financial outcomes to CX investments, calibrate strategic decisions in elastic versus inelastic CX environments, and balance short-term optimization with long-term transformation. By translating abstract customer-centric ambitions into operational and financial systems, this framework offers a pathway for executives to align CX strategy with sustainable growth, capital efficiency, and organizational resilience
... For collaboration between HRM and marketing to be effective, organizations need crossfunctional teams capable of bridging knowledge gaps and fostering innovation (Dubey et al., 2019;Kumar, & Reinartz, 2018). ...
The rapid evolution of technology has transformed various sectors, including Human Resource Management (HRM) and consumer services. This literature review, based on highly cited works in Google Scholar, investigates the significant variables influenced by the proliferation of digital applications in these fields. Key findings indicate that technological integration affects variables such as consumer trust, satisfaction, engagement, and loyalty, which are essential to both HRM and marketing strategies. The analysis also highlights the dual role of technology as both an enabler and a potential disruptor, depending on strategic implementation. This study provides a comprehensive basis for future research on leveraging technology for sustainable growth and improved management quality in HRM and marketing. Keyword: Technological advancements, HRM, consumer services, trust, engagement, loyalty, marketing strategies.
... With an increasing number of products entering the market, the competition gets more intensified. But just producing a good product is usually not considered sufficient to contest particularly in a highly competitive market (Alsmadi, 2006;Kumar & Reinartz, 2006). Consumers are increasingly becoming highly sophisticated, educated, choosy, and savvier in their buying decisions. ...
The advertising professionals and agencies are always doing their level best to develop eye-catching and heart touching creative advertisements so that companies get sufficient return on their advertising expenditures. Moreover, advertising researchers have consensus on the conceptualization of advertising creativity and ascertain that creative advertisements are both novel and meaningful. However, which of the advertising elements such as advertising jingles, slogan, character, storyline and advertising drama contribute to advertising creativity is one of the recent issues that has been least studied. The aim of this study is to investigate how these advertising elements contribute towards enhancing the advertising novelty and meaningfulness, the two foremost dimensions of advertising creativity. Towards this end, forty-one award-winning television advertisements are reassessed for creativity (study one) and subsequently, eleven ads are content analyzed (study two) for its role in enhancing advertising novelty and advertising meaningfulness. The mean analysis of novelty and meaningfulness for the respective advertising elements provide evidence that advertising slogan and dramatization had a significant impact in enhancing advertising creativity. It is also paramount to mention that other advertising elements including jingles, character and storyline though did not attain significance, however, also reflected sufficient agreement for its contribution to ad novelty and meaningfulness. The study findings present valuable implications for business and advertising professionals in Pakistan. ABSTRACT INTRODUCTION
... However, in recent decades, SMEs have mobilized significant financial, technological, and human resources for CRM implementation. Nevertheless, not all have achieved the expected return on investment [25]. This represents an uncertain investment whose success depends on a number of elements called "key success factors," extensively discussed in the literature [26]. ...
... Аналіз останніх досліджень і публікацій. Ключові положення системи управління взаємодією з клієнтами, оцінки та інші важливі результати досліджень представлено у роботах українських та іноземних науковців, таких як Левіна С. [1], Кумара В. [2], Чен І.Дж. [3] та Поповича К. [4], Штраус Дж. [5], Піскар Ф. і Фанагель А. [6], Мозгової Г.В., Морозова А.О., Фоміна О.Д. ...
... Astuti and Indriastuti [56];Aldaihani and Ali [57];Kaur [58] and Al-Hawary and Alhajri [59] have verified the positive influence of E-CRM approaches on e-satisfaction and loyalty. Eskafi, et al. [76];Ibrahim, et al. [77] and Reinartz and Kumar [78] agreed on the positive link between the three constructs. Kumar and Mokha [34] emphasized the direct effect of E-CRM as one dimension of customer loyalty. ...
This article's purpose is to assess the influence of E-CRM on consumer loyalty through satisfaction. Electronic customer relationship management E-CRM is a marketing tool used to manage consumer loyalty. However, the adoption of outdated E-CRM strategies increases dissatisfaction and attrition rates. That is, to assess the effect of perceived quality online, online customization, and customer trust on loyalty from online shoppers' perspectives. This quantitative explanatory study begins with an exploratory factor analysis to simplify the concept's dimensions. A questionnaire was distributed to a sample of Lebanese customers as a measurement instrument. Data analysis used factor analysis, followed by confirmatory factor analysis (CFA) using a structural model, and later regression. EFA is a fundamental prerequisite to CFA. Then, principal factor analysis (PCA) verified items for each construct dimension. The removal of items with low contributions improved the value of the KMO test, variance explained, and internal reliability measured with Cronbach's alpha, which increased to 0.865. PCA extracted factors by restoring a minimum of 50% of the variance. The CFA relies on normed indices, sustaining the adjustment of the theoretical structure. Absolute fit criteria are highlighted: the RMSEA, GFI, and AGFI. Findings supported the idea that E-CRM strategies concentrating on online service quality, online presence, customization, and customer trust develop e-satisfaction and loyalty. Effective E-CRM satisfies customers and increases their e-satisfaction, leading to higher levels of loyalty. These outcomes increase awareness about the strategic value of E-CRM to businesses, and the paper serves as an eye-opener for future researchers and marketing experts.
... This is due to the failure of sports institution management to continuously follow up on work to support competitive advantage. Moreover, the policies of the administrative and organizational institutions do not successfully select the best candidates to fill administrative positions (39). ...
... This is due to the failure of sports institution management to continuously follow up on work to support competitive advantage. Moreover, the policies of the administrative and organizational institutions do not successfully select the best candidates to fill administrative positions (39). ...
Background. Sports institutions in developed countries have many resources that can be used to achieve a competitive advantage as well as a country's specific goal. The success of the establishment or institution depends to a large extent on the skill with which the workers of the administration perform. Objectives. The purpose of the study was in a vision for investment in human resources and their role in achieving a competitive advantage in sports institutions in the Kingdom of Saudi Arabia. Methods. We used the descriptive approach and We selected the research sample by the random class method from the number of sports institutions (25) and the number of individuals (228). Results. The results showed that the response Rate to the axes of the questionnaire on the reality of human resources investment to achieve a competitive advantage in sports institutions in the Kingdom of Saudi Arabia ranges between 58% and 71%. Current investment in human resources is limited in Saudi sports institutions. Conclusion. We also observed a lack of effective planning for human resources management, weak mechanisms to train human resources, and a lack of effective methods to develop administrative and organizational policies. Moreover, there is little evaluation and follow-up to measure the feasibility of organizational and economic financing, investment, and marketing to distinguish a sports institution from its peers. The lack of an approved system for the evaluation of this problem is observed for all employees of the institution based on scientific foundations. A lack of transparency and objectivity in evaluation leads to employee dissatisfaction, as well as a lack of participation of employees at the beginning of their opinion on the negative evaluation within the institution.
... CRM aims at two goals: supporting the social cause and improving the marketing performance. Kumar & Reinartz (2006), stated that CRM is merely a strategic process by which the institution's more profitable customers are chosen, and interactions between this institution and these customers is determined, in order to achieve the goal of maximizing the present and future values for customers. Leverin and Liljander (2006), found that the implementation of relationship marketing strategy in a retail bank did not result in the increase of loyalty with respect to the most profitable customer segment. ...
This study has been conducted to extract the pattern relationship among the dimensions of CRM practices. The researcher applies the Explorative Factor Analysis (EFA) and additionally the factor scores are used to segment the respondents through cluster analysis. In the present study further the researcher has to conduct pattern factor analysis technique to confirm the validated scale for CRM practices followed by banks in Virudhunagar district. While conducting the EFA the researcher uses the 192 selected sampled respondents. The set of 42 scale items used to measure the opinion of the respondents towards CRM practices. Based on the results of K-means clustering the researcher classifies the respondents into three segments namely informative and value based customer, receptive customer and gaining customer.
... Looking at the strategic level on customer relationship management, it can be said that this is a strategic process of identifying (selecting) clients that the company can deliver in the most profitable way, creating interaction between itself and selected clients to improve the company's current and future value for the client. [Kum05] For the needs of customer relationship managent research, it is necessary to determine the term terminology of the client concept. The definition includes buyers, suppliers, partners, investors, employees, and other business process participants. ...
Efficiency has long played a central role in the contested terrain of public administration values. The theoretical part of this paper explains the role and importance of organizational theory at the micro and macro level. The new public management movement was only the latest demand that public organizations promote efficiency by adopting new information technology. This paper analyzes the existing business processes and explores how to determine the optimal model of business processes in the Tax Administration using information technology. The goal of this model of bussines is to increase business efficiency and reflecting on all users of the Tax Administration.
... Researchers differentiate the rewards offered by loyalty programs as 'hard' and 'soft' benefits (Capizzi & Ferguson, 2005;Kimura, 2021;Kumar & Reinartz, 2006;Leenheer et al., 2007). Hard rewards of loyalty programs are generally physical components such as gifts and discounts; however, soft rewards are distinct communications and superior treatment offered by the retail shop. ...
... Some research indicates that there is a relationship between satisfaction and loyalty, but it is not a simple linear relationship (See Figure 2). V. Kumar and W. J. Reinartz claim that the link between satisfaction and retention is asymmetric (dissatisfaction has a greater impact on retention than satisfaction) and nonlinear (the impact of satisfaction on retention is greater at the extremes, with the flat part of the curve in the middle called the zone of indifference) (Kumar and Reinartz 2005). ...
There are twofold objectives for this research. First, a positive relationship structure between tourism awareness, stakeholder behaviors and the perceived sustainability advantages or performance of the destination communities is surveyed and statistically analyzed. Second, this research aims to propose a model for sustainable tourism that exploits the mechanisms of tourism awareness of local people development in Bagan, Myanmar for welcoming the AEC era. This research indicates that socio-cognitive theory, involving aligning and closing the voice gaps of key tourism development players i.e. the authority, local community and relevant stakeholders, is particularly useful in guiding holistic destination tourism development.
... Some research indicates that there is a relationship between satisfaction and loyalty, but it is not a simple linear relationship (See Figure 2). V. Kumar and W. J. Reinartz claim that the link between satisfaction and retention is asymmetric (dissatisfaction has a greater impact on retention than satisfaction) and nonlinear (the impact of satisfaction on retention is greater at the extremes, with the flat part of the curve in the middle called the zone of indifference) (Kumar and Reinartz 2005). ...
Service quality in higher learning institutions has become a key enabler to generate value differences in the competitive educational markets. Student satisfaction, both conative and affective in nature, could be used as a useful benchmark of the quality of educational services, also representing the market recognition of the university. In view of this, this research project aimed to study, using SERVQUAL-adapted and conceptually developed questionnaire items, the students’ perceived level of satisfaction and its relationship with the perceived service reality in both hedonic and utility values dimensions. The reliability of the questionnaire instrument based on language influence is also statistically addressed.
... Some research indicates that there is a relationship between satisfaction and loyalty, but it is not a simple linear relationship (See Figure 2). V. Kumar and W. J. Reinartz claim that the link between satisfaction and retention is asymmetric (dissatisfaction has a greater impact on retention than satisfaction) and nonlinear (the impact of satisfaction on retention is greater at the extremes, with the flat part of the curve in the middle called the zone of indifference) (Kumar and Reinartz 2005). ...
This research examined the influence of antecedent factors causing online purchasing behaviors as well as the post-behavioral attitude and its significant influence in predicting online purchasing loyalty. These relationships were tested and confirmed for both the online purchasing behaviors in China and Thailand. Numerous hypotheses were posited, and the research findings would provide useful guidelines for online marketing, purchasing and communication strategy, benefiting both the consumers as well as the e-commerce companies. The research findings indicate that although both consumers of the internet share similar competency and usage behaviors, those of China are more proficient in engaging in online purchasing.
... Some research indicates that there is a relationship between satisfaction and loyalty, but it is not a simple linear relationship (See Figure 2). V. Kumar and W. J. Reinartz claim that the link between satisfaction and retention is asymmetric (dissatisfaction has a greater impact on retention than satisfaction) and nonlinear (the impact of satisfaction on retention is greater at the extremes, with the flat part of the curve in the middle called the zone of indifference) (Kumar and Reinartz 2005). ...
Restaurants offering hot-pot food choices are actively expanding in Thailand. However, research based on consumers’ perceived restaurant service experiences may not establish a major strength in predicting customer satisfaction and restaurant brand preferences. A special food taste attitude, that fits the psychographics (food attitude and lifestyle) characteristics, is thus being considered in parallel to the offered restaurant’s services. The sample was comprised of consumers from different hot-pot chains and individual stores in Thailand. The elapsed time of patronage to the restaurant is shown to have a significant impact on the perceived levels of service quality, customer satisfaction and brand preference.
... Some research indicates that there is a relationship between satisfaction and loyalty, but it is not a simple linear relationship (See Figure 2). V. Kumar and W. J. Reinartz claim that the link between satisfaction and retention is asymmetric (dissatisfaction has a greater impact on retention than satisfaction) and nonlinear (the impact of satisfaction on retention is greater at the extremes, with the flat part of the curve in the middle called the zone of indifference) (Kumar and Reinartz 2005). ...
Retaining loyal tourists is the key to success for destination enterprises, which mainly sell the experiences. A considerable degree of research efforts has since gained momentum, but a holistic view has not yet emerged. This research thus draws on the existent literature on tourist experiences and attempts to see how, in particular, the hedonic experience satisfaction, landscape experience satisfaction, and the general impression of the destination experiences are predicting destination loyalty. This research finding confirmed positively the structure of the tourist experience satisfaction and loyalty and also discovered a new urging force to visit the destination. Implications are also addressed.
... Some research indicates that there is a relationship between satisfaction and loyalty, but it is not a simple linear relationship (See Figure 2). V. Kumar and W. J. Reinartz claim that the link between satisfaction and retention is asymmetric (dissatisfaction has a greater impact on retention than satisfaction) and nonlinear (the impact of satisfaction on retention is greater at the extremes, with the flat part of the curve in the middle called the zone of indifference) (Kumar and Reinartz 2005). ...
Interview-based research was conducted to study the phenomenon of service quality, popularly accomplished through the SERVQUAL instrument, in understanding customer satisfaction involving geo-information businesses in Northern Thailand. However, the in-depth interviews discovered a one-to-one relationship between each component of the intellectual capital (i.e. human capital, customer capital, process capital and innovation capital) and the SERVQUAL dimensions, namely assurance, empathy, responsiveness, and reliability. This research indicates a missing domain in the literature on service quality which is renewability, and it allows the knowledge contents of service quality to be connected to the discipline of service innovation, a factor that drives competitiveness.
... Some research indicates that there is a relationship between satisfaction and loyalty, but it is not a simple linear relationship (See Figure 2). V. Kumar and W. J. Reinartz claim that the link between satisfaction and retention is asymmetric (dissatisfaction has a greater impact on retention than satisfaction) and nonlinear (the impact of satisfaction on retention is greater at the extremes, with the flat part of the curve in the middle called the zone of indifference) (Kumar and Reinartz 2005). ...
Service innovation is gaining more attention due to its potential value in improving hotel performance, and also as a values-driven differentiation strategy. Underpinning the principle of ABC (Antecedent, Behavioral, and Consequential) theory of management, this research uses quantitative surveys to provide empirical evidence on the roles played by service innovation management systems and service orientation for the perceived hotel performances in Myanmar. Seven service-innovation management systems constructs were introduced in this research study, and their interrelationship structure provides a critical understanding of the service innovation phenomenon for the hotel industry that is in its transformational stage to meet global standards.
... Some research indicates that there is a relationship between satisfaction and loyalty, but it is not a simple linear relationship (See Figure 2). V. Kumar and W. J. Reinartz claim that the link between satisfaction and retention is asymmetric (dissatisfaction has a greater impact on retention than satisfaction) and nonlinear (the impact of satisfaction on retention is greater at the extremes, with the flat part of the curve in the middle called the zone of indifference) (Kumar and Reinartz 2005). ...
The purpose of this research is to examine the operative factors which influence consumer loyalty for customers of electrical appliances retail stores in Chiang Rai, Thailand. Previous studies address the influence of price, service quality and product offerings individually on customer satisfaction. This study proposes that a commitment to firmly packaging all three factors is both necessary and effective in the current retail marketplace, in order to achieve satisfaction and thus, loyalty. Using primary data collected from interested frequent customers, analysis reveals compelling relationships between the intended three-pronged strategy, increased customer satisfaction, and heightened loyalty.
... Some research indicates that there is a relationship between satisfaction and loyalty, but it is not a simple linear relationship (See Figure 2). V. Kumar and W. J. Reinartz claim that the link between satisfaction and retention is asymmetric (dissatisfaction has a greater impact on retention than satisfaction) and nonlinear (the impact of satisfaction on retention is greater at the extremes, with the flat part of the curve in the middle called the zone of indifference) (Kumar and Reinartz 2005). ...
European and American museums-related literature tends to demonstrate that museums are becoming organizations, trying to identify visitors’ profiles to increase the audience. The study case in the Northern Thailand area and the questionnaire findings show that there are local museums’ dynamic factors linked to different visitors’ identities and that these factors can be used as value-driven service quality in order to deliver visitors' satisfaction. This study's inferential statistics analysis shows positive results and correlations in order to design a business model applicable to the museum management. The aim of this demonstration is to deliver greater value to visitors and to increase audience.
... Some research indicates that there is a relationship between satisfaction and loyalty, but it is not a simple linear relationship (See Figure 2). V. Kumar and W. J. Reinartz claim that the link between satisfaction and retention is asymmetric (dissatisfaction has a greater impact on retention than satisfaction) and nonlinear (the impact of satisfaction on retention is greater at the extremes, with the flat part of the curve in the middle called the zone of indifference) (Kumar and Reinartz 2005). ...
This research studies how value-oriented service quality influences customerservice loyalty. Factor analyses indicate that both service quality and customer loyalty share common hedonic and utilitarian values that are perceived as important to form customer loyalty in the domains of cognition, conation and affection. Customer attitudes of ‘Enjoyable’, ‘Exciting’ and ‘Functional’ types comprise the majority of the frequent visits to restaurant services in Chiang Rai’s Central Plaza. Customers citing favorable experiences also tend to be more committed as loyal customers. More detailed findings and implications are also discussed.
... According to [23], CRM is the strategic process of selecting customers that a firm can most profitably serve and shaping interactions between a company and these customers. The ultimate goal is to optimize the current and future value of customers for the company. ...
Unlabelled:
In this study, we explore the possible factors affecting churn in the Danish telecommunication industry and how those factors connect with retention strategies. The Danish telecommunication industry is experiencing a saturated market regarding the number of customers, but the number of service providers has increased significantly in recent years. Due to the high costs of acquiring new customers, the telecommunication industry put great emphasis on retaining customers in such an intensely competitive industry. We employ five machine learning algorithms: random forest, AdaBoost, logistic regression, extreme gradient boosting classifier, and decision tree classifier on four datasets from two geographical regions, Denmark and the USA. The first three datasets are from online repositories, and the last one contains responses from 311 students from Aalborg University collected through a survey. We identify key features extracted by the best-performing algorithms based on five performance measures. Based on that, we aggregate all the features that appear important for each dataset. The results demonstrate that customers' preferences are not aligned. Among the prominent drivers, we find that service quality, customer satisfaction, offering subscription plan upgrades, and network coverage are unique to the Danish student population. Telecommunication companies need to integrate the sociohistoric milieu of the Nordic countries to tailor their retention policies to different consumer cultures.
Supplementary information:
The online version contains supplementary material available at 10.1007/s42452-023-05389-6.
... CRM is a strategic process of choosing customers that an organization can most profitably serve and shaping interactions between these customers and the company. The aim is to optimize the company's current and future value for customers (Kumar & Reinartz, 2018). ...
The Slow City Movement, which was launched in 1986 as an objection to the rapid urbanization approach that continues at a dizzying pace in the world, to increase the quality of life, to develop the understanding of sustainable consumerism, It is a cultural movement that focuses on supporting local production, protecting and protecting their identity and cultural values, and focuses on slowing down the pace in cities and calming them down. Taking the title of slow city also contributes to the association with tourism and to the spread of slow tourism. However, being a slow city does not produce the expected effects in every slow city. On the contrary, its commercialization in many slow cities draws population, construction and traffic pressure to the region. In some slow cities, it did not meet the expectations, and there was no change in tourism turnover, number of visitors, and real estate values due to being a slow city. As a matter of fact, it reveals that each city has experienced this process under the influence of different dynamics.
This study aims to evaluate the slow city movement, which is spreading in the world, from a critical point of view through Turkey and Iran. In this context, the philosophy of the slow city movement will be emphasized, Slow city practices in Turkey and Iran will be explained and the effects and results of slow tourism in both countries will be evaluated and these results will be interpreted. The socio-economic and spatial effects of the slow city on the cities of Turkey and Iran, development of local identity and preservation of cultural values, Answers will be sought to questions such as central and local decision makers' support to the …
... For small businesses seeking to grow, CRM helps automate business processes [4], freeing employees to focus on higher-value activities. For enterprises, CRM helps simplify and improve even the most complex customer engagements [5,6]. Effective CRM using Predictive Analytics will benefit data mining practitioners and consultants, data analysts, statisticians, and CRM officers [7]. ...
Customer Relationship Management (CRM) platforms are widely used as tools to help organizations streamline processes, develop customer relationships, increase sales, enhance customer service, and boost profitability. Customer acquisition and retention, which are at the core of a CRM’s function, depend on building strong relationships and tracking prospects and customers. However, selecting a suitable platform to accomplish the aforementioned goals is crucial, especially for medium-sized businesses (SMEs). There are great advantages to using CRM for any business, like enhanced contact management, cross-team collaboration, heightened productivity, empowered sales management, accurate sales forecasting, reliable reporting, improved sales metrics, increased customer satisfaction and retention, boosted marketing Return on Investment (ROI), and enriched products and services. This review compares the challenges and opportunities regarding using Microsoft CRM platform and a few other well-known CRM platforms, with an emphasis on SMEs.
... CRM concept is considered a paradigm shift taking place in marketing transforming service marketing to customer-based marketing (Kumar and Reinartz, 2018). The authors emphasize on the organization's need to update their processes and practices to align with customer's concept so as to remain relevant and accountable to their customers and to stakeholders. ...
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.
... Their loyalty is reflected in their commitment to their preferred product or service and their commitment to the bank. Kumar et al. (2006) define the loyalty program as a marketing process that rewards the customer for encouraging his loyalty or repurchase and has become an important CRM tool for identifying, rewarding, and retaining profitable customers. Customer relationship marketing is a process that allows communication with customers as well as interactivity in terms of tracking their reactions. ...
This paper investigates how marketing mix strategies' design affects customer value creation. The paper presents the results of empirical research conducted through a questionnaire that aims to show and determine which elements are key in choosing a bank, the extent to which branches and digital services are used, which affects customer satisfaction, loyalty, and customer experience for quality assessment and what are the reasons why clients would leave the current bank and choose a competing bank. The research results indicate that the availability of products and services is important to clients with support that increases the user experience, the application of innovative technologies in creating new offers, and friendly, educated, and friendly staff and channels. Respondents state the reasons for changing the bank: lack of branches, unfriendly or unprofessional staff, unsatisfactory quality of service, excessive fees, and more.
... CRM merupakan suatu teknik yang dibuat untuk meningkatkan kepuasan pelanggan, mengingat pada era sekarang elektronik sudah sangat berkembang di masyarakat dan Customer Relationship Management merupakan strategis bisnis yang bisa diterapkan pada perusahaan untuk meningkatkan kualitas pelayanan kepada pelanggan [6][7] [8]. Customer Relationship Management bukanlah satu-satunya kunci sukses dalam memberi pelayanan yang terbaik, tetapi Customer Relationship Management sebagai solusi akan memberikan berbagai kemudahan dan peningkatan kualitas pelayanan kepada pelanggan dan Customer Relationship Management bukanlah solusi teknologi melainkan solusi bisnis yang didukung oleh teknologi [9] [10]. Dari permasalahan tersebut maka dalam penulisan ini penulis lebih berfokus pada strategi untuk mempertahankan pelanggan pada perusahaan kecantikan. ...
pasifik satelit nusantara merupakan perusahaan yang bergerak pada bidanng telekomunikasi berbasis satelit yang mempunyai banyak pelanggan yang tersebar di sumatera utara. Dikarenakan ada banyak pelanggan Salah satu upaya untuk menjawab kebutuhan yang diharapkan akan mendorong perusahaan untuk melayani para pelanggan dengan lebih baik lagi adalah dengan menerapkan Customer Relationship Management. CRM merupakan suatu teknik yang dibuat untuk meningkatkan kepuasan pelanggan, mengingat pada era sekarang elektronik sudah sangat berkembang di masyarakat dan Customer Relationship Management merupakan strategis bisnis yang bisa diterapkan pada perusahaan untuk meningkatkan kualitas pelayanan kepada pelanggan. tujuan Customer Relationship Management secara umum adalah menciptakan dan mempertahankan suatu hubungan yang baik dengan pelanggan dan mengurangi kemungkinan pelanggan berpindah ke produk pesaing. Tujuan dari penelitian ini Untuk menghasilkan website yang menerapkan Customer Relationship Management (CRM) dalam memperoleh pelanggan baru, meningkatkan hubungan dengan pelanggan dan mempertahankan pelanggan dan Untuk mendapatkan keuntungan yang selalu bertambah dari pelanggan yang loyal, dan meningkatkan daya saing menggunakan sistem Customer Relationship Management berbasis website.
The purpose of this study was to examine the effect of service quality, perceived fairness of price, and perceived cleanliness on customer loyalty of users of Asli Garut's hair service. Data collection in this study used an instrument in the form of an online questionnaire. Using a non-probability sampling method using a purposive sampling technique. The sample used in this study was 200 respondents with the criteria of respondents having visited the Asgar barbershop in the last three months and aged 17-55 years. The data analysis technique in this study used Structural Equation Modeling (SEM) with SPSS software version 26 and AMOS version 24. The results of this study indicate that service quality has no positive and significant effect on customer satisfaction, the perception of price fairness has no positive and significant effect on customer satisfaction, perceived cleanliness has no positive and significant effect on customer satisfaction, and there is a positive and significant influence of customer satisfaction on customer loyalty
AI agents are increasingly used in customer relationship management strategies to improve efficiency and reduce costs. Amid rapid advances in technology, the programs are becoming more human-like and versatile. However, AI agents with inadequate emotional responses can create an empathy gap, resulting in negative outcomes. If users' experiences fail to live up to their expectations, the resultant negative disconfirmation has damaging consequences for customers, the brand and the corporation. This chapter sets out the current types of human interactions with digital systems before examining the antecedents to negative outcomes, the three key types of negative disconfirmation and the consequences for areas such as brand engagement, AI agent trust and AI-induced brand hate. It then highlights that these harms are not inevitable, highlighting the mitigating action that firms can take to ensure their AI agents do not undermine their own customer relationship management efforts. Suggestions for future research are also provided.
El estudio revela la influencia de la percepción del precio y la empatía en la satisfacción y lealtad del cliente. El objetivo fue determinar el impacto de la percepción del precio y la empatía en la satisfacción y lealtad del cliente en barberías del sureste mexicano. Mediante el uso de encuestas aplicadas a clientes aleatorios y análisis estadístico (SEM-PLS), se encontró que todas las variables influyen en la satisfacción y la lealtad. El precio tiene un impacto menor en la satisfacción, ya que los clientes lo consideran menos relevante cuando están satisfechos con el servicio. Se observa una relación positiva significativa entre la satisfacción y la lealtad, lo que indica que una mayor satisfacción conduce a una mayor lealtad.
This chapter explores the integration of social media into Customer Relationship Management (CRM), highlighting its significance in modern business practices. It covers the rise of social media in business, focusing on key platforms and their impact on CRM. The chapter discusses strategies for integrating social media into CRM, emphasizing the importance of aligning these with business objectives. It examines tools and technologies for effective integration, engagement techniques, personalization strategies, and the role of social media in customer support. Additionally, it addresses ethical and legal considerations and forecasts future trends in social media and CRM integration.
The chicken and the egg causality dilemma, or chicken and egg paradox, is a longstanding idiom that stems from the observation that all chickens hatch from eggs and all chicken eggs are laid by chickens. It seeks to probe, in a metaphorical sense, situations that lack clarity in what should be considered the cause and what should be considered the effect. The very nature of the postulation depicts a process of infinite regress, whereby the consequence of one action must depend on the other, and vice versa. To that end, forensic science is widely recognised as a discipline that is fundamentally underpinned by research, upon which the end goal, or application, must be objectively substantiated. In the practical sense, the application of these forensic ‘tools’ are exploited through innovative solutions that typically take the form of hardware, software, physical techniques, chemical processes, etc. Accordingly, how are new product/process innovations developed in a discipline that is built on the foundations of scientific rigor? Does forensic research solely drive forensic innovation? Do the latest forensic innovations drive the next generation of forensic research? Or do the two co-exist in a symbiotic manner that serves to benefit the process as a whole?
Customer relationship management (CRM) became one of the marketing practices that is assumed to bring success to companies in recent years. Therefore, the present research aims to identify the level of development of CRM in the top ten consumer goods companies as ranked at world level in 2021. Different models describe components of the CRM and the present research uses the theoretical framework proposed by Sin et al. (2005) that comprises four CRM dimensions: key customer focus, CRM organization, knowledge management and technology-based CRM. The methodology employed includes documentary research based on the public information available on the websites of the selected companies. Two types of analyses are conducted, descriptive analysis and comparative analysis. On overall, the dimension that is the most visible is the key customer focus, while the dimension that is the least visible is CRM organization. The results reveal that CRM is present in all top ten companies, but at different levels of development. US companies are more oriented towards CRM than companies originating from other countries. Companies that have a more developed CRM act in the direction of all four CRM dimensions.
Airlines use strategies to build and keep profitable, loyal customers through customer relationship management (CRM). However, as customer needs change, CRM systems must also change. With the Internet of Things (IoT) offering new ways to improve how customers experience services, airlines are combining IoT with their CRM systems. The connections airlines have with partners, airports, hotels, and banks can help meet these changing customer needs. However, past studies have not fully looked into how IoT-enhanced CRM helps make customers more satisfied and loyal or how airlines' connections with others play a part. Therefore, this study looks into how IoT-enhanced CRM is improving customer satisfaction and loyalty in airlines. It also examines how airlines' connections with others can support the relationship between IoT-enhanced CRM and customer satisfaction and loyalty. The study suggests a model and makes suggestions about the importance of IoT-enhanced CRM in making customers more satisfied and loyal. It also outlines how to test these suggestions and suggests directions for future research.
The main objective of this study is to examine the effect of branding on marketing performance of pasta products in Abia State, Nigeria. The research design used for the study was the survey method. All customers of the selected pasta products in Umuahia, Abia State of Nigeria formed the population of the study. 380 customers of the selected pasta products in Umuahia, Abia State were sampled. Judgmental sampling method which is a non-probability sampling technique was used in the study. All analyses and test of hypotheses were done with multiple regression model. The electronic software used was the SPSS software version 25.0. Results revealed that Brand name was statistically found to be significant and positively affects customer patronage of selected pasta products in Abia state, Nigeria. Also, brand image was found to be statistically significant and positively affects customer patronage of selected pasta products in Abia state, Nigeria. Similarly, brand association was found to be statistically significant and positively related to customer patronage of selected pasta products in Abia state, Nigeria. It was recommended that pasta products manufacturing firms should strive to build strong brand equity through their brand names. Pasta product manufacturers must also recognize the importance of product information through proper branding. Consumers will be properly guided by such branding as to the use of the products.
Ein professionelles App-Marketing erfordert die ganzheitliche Betrachtung eines App-Nutzers über seinen kompletten Lebenszyklus hinweg. Im Kern des App-CRM steht dabei weniger die Frage, wie ein Nutzer gewonnen, sondern vielmehr, wie er immer wieder zu Interaktionen bewegt und langfristig profitabel monetarisiert werden kann. Angefangen vom Onboarding über ein personalisiertes Nutzererlebnis bis hin zu Gamification und sozialen Komponenten finden sich hierzu zahlreiche Ansätze und Methoden. Im App-CRM und im Mittelpunkt dieses Kapitels steht die kommunikationsbasierte Steigerung des User Engagements durch Push Notifications. Insbesondere bedeutsam sind dabei die Einsatzmöglichkeiten von Personalisierung, Location-Based Marketing und Marketing Automation im Sinne des App-CRM.
Retail banking is a banking service that is geared primarily towards the individual customer. It focuses strictly on consumer markets. Retail banking is a mass-market banking where individual customers uses local branches of the large commercial banks. A sound and evolved banking system is essential for sustained economic development. India is one of the fastest growing economy after financial and banking sector reforms in 1991. Banking sector evolution and growth has gone through innumerable twists and turns in the post independence era. The major aim of this paper was to check and analyze the customer perception and satisfaction towards Retail Banking. The factor analysis was used to find the best factors that affect the perception and satisfaction of customers.
This chapter aims to provide a theoretical foundation that integrates electronic customer relationship management (e-CRM) and artificial intelligence (AI) in marketing, specifically, marketing intelligence (MI) concepts, values, tools, and practices in the service industry. This chapter employs a critical review of relevant literature on e-CRM and marketing intelligence. Based on the reviewed sources, AI is transforming CRM systems, as evidenced by the latest software. Traditionally, these systems required significant human involvement. However, with the integration of AI, CRM systems are becoming self-updating and auto-correcting, ensuring that relationship management is effectively managed with minimal manual intervention. The outcomes of the chapter are to develop a better understanding that bridges the gap in integrating e-CRM and MI. Additionally, this chapter provides knowledge-based evidence to empower an integrated approach of e-CRM and MI practices in the service industry. It reveals best practices for executives, marketers, and policymakers e-CRM and MI integration
The research was conducted to better understand (CRM)customer relationship management in connection to blue Bharath EXIM PVT.LTD development, communications, facilities, events organized, and in general, ideas were appreciated. This entails identifying factors that influence employee happiness in the workplace. The introduction provides an explanation of the term "customer relationship management (CRM)" of the study, which is to identify new customers and enhance customer income. The answers are provided in the findings and suggestions. The stratified sampling approach is used in the research methodology under the probability sampling technique. The study's pollution consisted of firm workers, and main data was acquired by questionnaire. The descriptive analysis includes percentage analysis, and One-ANOVA has taken also this study and interpreted the data. So finally concluded the overall the performance and suggestion included in the study to take up the improvement of the company next level to improve the growth and develop of the future as well as overall the relationship with the employees
As a way of buttressing customer relationship management, it is prudent that banks integrate digital transformation as a matter of urgency. To this end, our study’s objective was to establish the contribution of digital transformation on customer relationship management within the banking sector. Our study was hinged on Technology Acceptance Theory and the Identify, Differentiate, Interact and Customise Theory. The sample (348) for the study was drawn from 5 commercial banking employees, and these were randomly selected. A structured questionnaire with Likert type questions was used to collect data, which was analysed using SPSS. Our research findings indicate a positive relationship between digital transformation and customer relationship management. The current study recommends measures that guide the development of digital transformation processes within the banking sector. This research is important as it provides solutions, which can assist management and contact centres for commercial banks to manage customer relationships in modern business. Specifically, our research introduces a new e-customer relationship management system that is technically embedded into e-banking channels.
ResearchGate has not been able to resolve any references for this publication.