The customer trust and customer commitment of e-customer relationship management: study at Jordan of mobile phone services

2015 ◽  
Vol 9 (1) ◽  
pp. 33
Author(s):  
Bilal Ali Yaseen Al nassar
Keyword(s):  
Mobile Phone ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Study ◽  
Customer Commitment ◽  
Customer Trust

Dimensions of CRM Effectiveness and its Effect on Relationship Quality

2012 ◽  
Vol 3 (1) ◽  
pp. 1-17 ◽  
Author(s):  
C. J. Padmavathy ◽  
V. Sivakumar
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Effectiveness ◽  
Four Dimensions ◽  
Customer Commitment ◽  
Customer Trust ◽  
Technology Focus ◽  
Positive Effect

Despite numerous studies in customer relationship management (CRM), research into CRM effectiveness is limited. The purpose of this study is to first identify the dimensions of customer relationship management effectiveness (CRME) and then investigate the effect of CRME dimensions on customer satisfaction, customer trust and customer commitment. Based on a sample of 458 Indian retail bank customers, the study has identified four dimensions of CRME, namely, reliability, process focus, customer focus and technology focus. It is found that CRME dimensions positively influence customer satisfaction; customer satisfaction positively affects customer trust and customer trust has positive effect on customer commitment. The study findings imply bank mangers that orchestration of all the four dimensions will increase the effectiveness of CRM practices and foster in enduring relationship with customers.

scholarly journals Co-Creation & Retensi Pelanggan dalam Bangunan Strategi Kemitraan Virtual

2020 ◽  
Vol 19 (2) ◽  
pp. 120-129
Author(s):  
Muhammad Baehaqi
Keyword(s):  
Customer Relationship Management ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Model ◽  
Collaborative Network ◽  
Marketing Environment ◽  
Customer Involvement ◽  
Customer Commitment ◽  
Dominant Paradigm

In the turbulence of the marketing environment, customer-company relationships are faced with increasingly transparent collaborative mechanisms. A collaborative network of customer-company interfaces was formed as a result of the development of access, media, and developing technology. In the customer relationship management model, customer involvement through co-creation becomes the dominant paradigm that shapes customer value. The more customers are involved in determining the expected value, the more customers feel the satisfaction that has implications for company loyalty and ability. Customer retention is a part of it, which can be a trigger and mediation for the creation of customer commitment and loyalty.  

scholarly journals Customer Relationship Management (CRM) Capabilities & Building a Sustainable Competitive Advantage in Mobile Phone Operators in Jordan

2018 ◽  
Vol 13 (3) ◽  
pp. 262 ◽  
Author(s):  
Mohammed Saleem Alshura
Keyword(s):  
Competitive Advantage ◽  
Mobile Phone ◽  
Customer Relationship Management ◽  
Questionnaire Survey ◽  
Relationship Management ◽  
Measurement Model ◽  
Customer Relationship ◽  
Sustainable Competitive Advantage ◽  
Valid Measurement ◽  
Strategic Resources

Purpose -This study is trying to investigate the effect of customer relationship management (CRM (capabilities on building a sustainablecompetitive advantage in the mobile phone operators in Jordan. It is intended to develop a valid measurement model of (CRM) capabilities, and to explore the key factors of CRM that lead to a competitive edge.Design/methodology/approach – Questionnaire survey was used to gather data. In order to develop a reliable and valid measurement model of CRM capabilities, questionnaire survey were conducted and hypotheses were tested by utilizing the technique of multiple regression analysis in addition to reliability and multicollinearity tests.Findings – A three-capabilities (customer interaction management, customer relationship upgrading, and customer win-back) measurement model of CRM is developed and tested. Furthermore, results support the hypothesized influences of these three capabilities influence on firms' building a sustainable competitive advantage.Practical implications – This study provides a useful measurement mode of CRM capabilities that managers can use to evaluate the status in quo of CRM of their firms. Managers may also improve their CRM programs more effectively and efficiently by deploying such strategic resources of firms to build a sustainable competitive advantage. Originality/value – The paper addresses significant gaps in the current literature by taking a capability view of CRM, developing a valid measurement model of CRM capabilities, and examining how possession of important CRM resources influences the effective deployment of CRM capabilities.

scholarly journals CUSTOMER LOYALTY PERSPECTIVE DEVELOPED FROM CUSTOMER COMMITMENT

2020 ◽  
Vol 1 (1) ◽  
pp. 20-26
Author(s):  
Denis Fidita Karya
Keyword(s):  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Market Competition ◽  
Relationship Management ◽  
Customer Retention ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Added Value ◽  
Customer Commitment

This article discusses various aspects of relationship marketing ranging from the benefits of customer retention marketing strategies for the survival of the company to developments that can be done to transform customer retention into customer loyalty. This article also discusses customer recall management as an effort to create and maintain customer loyalty. This is because the effort to create and maintain customer loyalty is an important capital for the company to be able to survive in an increasingly competitive market competition. This is relevant to the view that the main purpose of customer retention efforts is to create and develop relationships with customers based on added value. This article can be used as a basic perspective for further research that examines customer relationship management, especially in the aspect of developing customer loyalty.

Implementasi Sistem Rekam Medis Pasien Menggunakan Pendekatan Customer Relationship Management (CRM)

2018 ◽  
Vol 7 (2) ◽  
pp. 180
Author(s):  
Wiyanto Wiyanto ◽  
Fajar Butsianto ◽  
Karsito Karsito
Keyword(s):  
Information Technology ◽  
Information System ◽  
Medical Record ◽  
Customer Relationship Management ◽  
Unified Modeling Language ◽  
Relationship Management ◽  
Customer Relationship ◽  
Design System ◽  
System Validation ◽  
Iso 9126

Information technology is rapidly developed in this century that impact to various aspects of the organization really need information technology to support the performance and everyday business processes. In health services, information technology is required to process and storage the patient medical records, so that the patient's medical record is well preserved, and competitive advantage can be obtained between patient and polyclinic. The application of Customer Relationship Management (CRM) approach can be developed by implementing information system of medical record history to get new patient and retain existing patient, improving relationship with patient and maintaining patient loyalty as well as supporting the company/organization to provide excellent service to customers in real time through the advantage of information technology. The aims of this research are to understand patient medical record by CRM approach and Unified Modeling Language (UML) for system design, system validation using Forum Group Discussion (FGD), and using software testing Model ISO 9126. The result of this research are Medical Record History Information System and the result of system validation with FGD is 100% accepted, the result of system test using Model ISO 9126 is good with success rate 82,86%, so it can give contribution to polyclinic.

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