scholarly journals CREATING SUSTAINABLE COMPETITIVE ADVANTAGE IN BANKING THROUGH TECHNOLOGY, CUSTOMER RELATIONSHIP MANAGEMENT AND INTERNAL MARKERTING

2017 ◽  
Vol 1 (1) ◽  
pp. 74
Author(s):  
Lilian Achieng Onyango ◽  
Dr. Paul Katuse
Keyword(s):  
Information Technology ◽  
Data Analysis ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Descriptive Statistics ◽  
Customer Relationship ◽  
Sustainable Competitive Advantage ◽  
Significant Positive Effect ◽  
Positive Effect

Purpose: The purpose of the study was to establish the need of creating sustainable competitive advantage in banking through technology, customer relationship management and internal marketing.Methodology: The research was carried out through an explanatory research. The target population of the study was 3,193 employees of the Co-op Bank. A sample of 68 employees spread across the bank was selected. The researcher used descriptive and inferential statistics in this study.  The study used primary data. The study used a questionnaire as the preferred data collection tool. This study used the quantitative method of data analysis which included inferential and descriptive statistics. Descriptive statistics included frequencies and measures of tendency mainly means and frequencies. Inferential statistics included correlation analysis. The tool for data analysis was Statistical Package for Social Sciences (SPSS) version 17 program. The results were presented using tables and pie charts to give a clear picture of the research findings.Results: The findings indicated that information technology has significant positive effect on competitive advantage. The findings also showed that customer relationship management (CRM) has a significant positive effect on competitive advantage of banks. The findings further implied that internal marketing has a significant effect on competitive advantage. Further the findings implied that information technology has significant positive effect on competitive advantage.Unique contribution to theory, practice and policy: Following study results, it was recommended that investment in Information technology be emphasized in the banks as it has an effect on the overall achievement of competitive advantage. The study also recommended that banks should emphasize customer relationship by investing in a customer relationship management system. It was further recommended that employees are central to an effective CRM and as such firms must manage its relationships with their employees if they have any hope of fully serving customer needs and that this is especially important in firms where employees are the eyes of customers.

Facilitating Customer Relationship Management in Modern Business

2018 ◽  
pp. 1594-1604 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Competitive Advantage ◽  
Organizational Performance ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Sustainable Competitive Advantage ◽  
Efficient Approach ◽  
Business Operations ◽  
Modern Business ◽  
Insight Into

This article explains the overview of CRM; CRM and technological utilization; and the facilitation of CRM in modern business. CRM is a significant strategy to learn more about customers' needs and behaviors in order to develop the stronger relationships with them. CRM is the most efficient approach in maintaining and creating the relationships with customers in modern business. CRM helps business gain the insight into the behavior of their customers and modify their business operations to ensure that customers are served in the best possible way. CRM also helps business recognize the value of its customers and to capitalize on the improved customer relations. The article argues that facilitating CRM has the potential to enhance organizational performance and gain sustainable competitive advantage in modern business.

scholarly journals Penerapan CRM pada Aplikasi Kantor Pelayanan Penyuluhan dan Konsultasi Perpajakan Kota Gunungsitoli (KP2KP)

2019 ◽  
Author(s):  
Hemat Hartama Hia ◽  
Naikson Fandier Saragih ◽  
Fati Gratianus Nafiri Larosa
Keyword(s):  
Information Technology ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Income Tax ◽  
Response Rate ◽  
Relationship Management ◽  
High Response Rate ◽  
Customer Relationship ◽  
Extension Service ◽  
Is Implementation

Extension Service and Tax Consultation Office or Kantor PelayananPenyuluhan dan Konsultasi Perpajakan (KP2KP) of Gunungsitoli city needs acontinuous effors in improving service for taxpayer. Application of CRM(Customer Relationship Management) by utilizing information technology isone of choices. The research begins with the analysis of non-functional systemsthat include hardware and software used, as well as analysis of the usersinvolved, NPWP Registration Procedure, Income Tax Payment Procedure.System design in the form of Context Diagram and DFD, and database designin the form of ERD. The step is implementation the program using PHP,implementation the database using MySQL, and the use of SMS Gatewaythrough online SMS service Zenziva and email. After tested with white boxmethod, this system can improve the loyalty aspect and the opening of easycommunication channel with high response rate by preparing notificationfacility of confirmation of NPWP registration, consultation feature for taxpayerto convey suggestions, confirmation of payment, and warning of paymentschedule either via SMS and email. This system also can improve taxpayer(customer) satisfaction, increase corporate/government earnings (Tax Target),increase the competitive advantage compared with other regions. This systemcan also generate Consultation Reports and reports via SMS and emailnotifications.

scholarly journals Pengimplementasian CRM Pada Pembangunan E-Commerce untuk Usaha Mikro Kecil Menengah (Studi Kasus: Dolanan Puzzle)

2015 ◽  
Vol 6 (4) ◽  
Author(s):  
Handaru Eri Pramudiya ◽  
Yonathan Dri Handarkho ◽  
Flourensia Sapty Rahayu
Keyword(s):  
Information Technology ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Educational Games ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Units ◽  
Management Concept ◽  
Small Medium Enterprises ◽  
Medium Enterprises

Abstract. Using information technology to gain competitive advantage is no longer dominated by big enterprises. Other business units such as MSMEs (Micro Small Medium Enterprises) also start to adopt information technology into their business. E-Commerce is an example of technology that can be used easily to selling and marketing a product. Marketing in E-Commerce can still be improved by integrating CRM (Customer Relationship Management) concept into it. Dolanan Puzzle is an example of MSME focusing on tools of educational games in Yogyakarta. Currently Dolanan Puzzle still uses manual method to run their business. It limits the market of Dolanan Puzzle and it is hard to reach their customers. Integration of E-Commerce with CRM can be a solution for Dolanan Puzzle to develop their business. Using E-Commerce as an online store enables customers to reach Dolanan Puzzle easily. Further more, marketing product from Dolanan Puzzle can also be improved by using implementation of CRM in E-Commerce. Keywords: CRM, E-Commerce, Marketing, Customer, MSME Abstrak. Tren pemanfaatan teknologi informasi untuk meingkatkan keunggulan kompetitif tidak lagi di dominasi oleh usaha berskala besar saja. Unit usaha seperti UMKM (Usaha Mikro Kecil Menengah) juga secara bertahap mulai mengadopsi teknologi informasi. E-Commerce merupakan contoh teknologi yang tepat untuk diterapkan pada UMKM dikarenakan dapat menjadi wadah berjualan dan promosi secara online. Pemasaran di dalam E-Commerce pun dapat ditingkatkan dengan penerapan CRM (Customer Relationship Management). Dolanan Puzzle adalah contoh UMKM produsen Alat Permainan Edukatif di Yogyakarta. Saat ini Dolanan Puzzle belum memanfaatkan teknologi informasi dalam bisnisnya. Hal itu membuat pemasaran dari Dolanan Puzzle tersebut sangat terbatas dan hanya sedikit masyarakat yang mengetahui tentang Dolanan Puzzle. Pembuatan E-Commerce dengan pengimplementasian CRM di dalamnya dapat menjadi jalan keluar untuk Dolanan Puzzle dalam mengembangkan usahanya. Adanya E-Commerce sebagai toko online Dolanan Puzzle memudahkan pelanggan dalam mencarinya. Promosi dari Dolanan Puzzle pun dapat ditingkatkan dengan penerapan CRM pada E-Commerce Dolanan Puzzle tersebut. Kata Kunci: CRM, E-Commerce, promosi, pelanggan, UMKM

scholarly journals Pengaruh Customer Relationship Management dan Kepuasan terhadap Loyalitas Nasabah LPD Desa Adat Anggungan di Badung

Widya Amrita ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 381-393
Author(s):  
Ni Putu Nita Santari ◽  
I Wayan Suartina ◽  
I Made Astrama
Keyword(s):  
Information Technology ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Technology Strategies ◽  
Almost All ◽  
Customer Satisfaction And Loyalty

The LPD is a village economic institution that is used to collect and distribute funds in general as well as a source of development financing in almost all parts of customary village areas in Bali. Savings customers are the top priority of the LPD in the customary village of Anggungan to create Loyalty. In creating customer satisfaction and loyalty, the LPD in the customary village of Anggungan is required to implement a good and appropriate strategy, namely Customer Relationship Management (CRM) to increase customer satisfaction and loyalty. The purpose of this study to analyze the effect partially and simultaneously between Customer Relationship Management (CRM) and satisfaction on customer loyalty savings. The population in this study were 1,958 savings customers. The sample was determined based on the Slovin formula with the results obtained by 95 respondents. The results of data analysis indicate that Customer Relationship Management (CRM) and satisfaction simultaneously have a positive and significant effect on customer loyalty. Increasingly improving information technology strategies, namely Customer Relationship Management (CRM) in order to increase customer satisfaction and loyalty savings.

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.

Facilitating Customer Relationship Management in Modern Business

2019 ◽  
pp. 44-56
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Competitive Advantage ◽  
Organizational Performance ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Sustainable Competitive Advantage ◽  
Efficient Approach ◽  
Business Operations ◽  
Modern Business ◽  
Insight Into

This chapter explains the overview of CRM, CRM and technological utilization, and the facilitation of CRM in modern business. CRM is a significant strategy to learn more about customers' needs and behaviors in order to develop the stronger relationships with them. CRM is the most efficient approach in maintaining and creating the relationships with customers in modern business. CRM helps business gain the insight into the behavior of their customers and modify their business operations to ensure that customers are served in the best possible way. CRM also helps business recognize the value of its customers and to capitalize on the improved customer relations. The chapter argues that facilitating CRM has the potential to enhance organizational performance and gain sustainable competitive advantage in modern business.

scholarly journals PENGARUH KUALITAS LAYANAN, NILAI PELANGGAN, CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (STUDI PADA PT. BPR PRIMA MULTI MAKMUR)

2021 ◽  
Vol 11 (2) ◽  
pp. 152
Author(s):  
Mochammad Faisal Fadli
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Customer Value ◽  
Census Data ◽  
Relationship Management ◽  
Customer Relationship ◽  
Significant Positive Effect ◽  
Positive Effect

This study aims to determine the effect of Service Quality, Customer Value, Customer Relationship Management (CRM) on Customer Satisfaction and Customer Loyalty of PT. BPR Prima Multi Makmur. The population is 88 customers with the sampling technique used is the census. Data obtained by using a questionnaire and documentation. The data analysis technique uses path analysis. The results showed that the Customer Value Variable (X2) had a significant and positive influence on the Customer Satisfaction variable (Y1). The Service Quality variable (X1) has a significant positive effect on the Customer Loyalty variable (Y2). The Customer Value variable (X2) has a significant positive effect on the Customer Loyalty variable (Y2). The CRM variable (X3) has a significant positive effect on the Customer Loyalty variable (Y2). The Customer Satisfaction variable (Y1) has a significant positive effect on the Customer Loyalty variable (Y2). Based on the research conclusions, it can be suggested the following: The company, in this case PT. BPR Prima Multi Makmur, must pay attention to the significant pathways in this research in order to add and retain customers better

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