scholarly journals EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT STRATEGIES ON PERFORMANCE OF MEDIUM ENTERPRISES

2021 ◽  
Vol 6 (2) ◽  
pp. 63-83
Author(s):  
Boniface Waweru ◽  
John Karihe
Keyword(s):  
Customer Relationship Management ◽  
Management Strategies ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Experience ◽  
Customer Relationship ◽  
Open Communication ◽  
Technology Infrastructure ◽  
Medium Enterprises ◽  
Customer Intimacy

Purpose: The main purpose of this study was to investigate the effect of customer Relationship management strategies on performance of Medium Enterprises. Methodology: The researcher used descriptive research design. The study site is at Kiambu County, where researcher is expected to collect data from different 5 heads of department of 40 medium enterprises. Data shall be collected using self - administered Questionnaires since the found extensive knowledge in the market hence dropped the interview. The researcher employed SPSS version 24.00 to analyze descriptive statistic. The result was presented using tables and chart. Results: The study established that Customer Retention, Technology Infrastructure and Customer Experience positively and significantly affects performance of MSE's as shown by beta values of 0.449, 0.269 and 0.357andsignificant values of0.000, 0.013 and 0.001 respectively. Customer Intimacy was found to positively but insignificantly affects performances of MSE's. The results implies that increasing each of the independent variable with one unit increases performance of MSE's with associated beta values. The study concludes that  Customer Retention, Technology Infrastructure, Customer Experience and Customer Intimacy positively affects performances of MSE's  to positive levels. Unique contribution to theory, practice and policy: The study recommends that management of MSE's to enhance Customer Retention practices, Technology Infrastructure, Customer Experience practices and Customer Intimacy since the practices  positively affects performances of the enterprises. Further research recommends in order to enhance retention firm should consider the following strategies, open communication policies, Corroborative or business partnering strategies and production innovation strategy. On second pillar(technology) the study recommends that firms should integrate technology with their good and service. On third pillar(customer experience) the study recommends that firm should support the customers throughout consumption process ,implement user defined product approach and implement J.I.T system. On the last pillar study recommends that firm should be customer centric when innovate product, open communication and organize met up's. Furthermore more the study recommends further comparative study on other counties; CRM practice and their effect on performance and remaining 50.6%  out of 1006%  CRM strategies accounted by other indicators not included in this study.         

scholarly journals Customer Relationship Management and Micro, Small and Medium Enterprises (MSMEs) Growth in South West, Nigeria

2018 ◽  
Vol 5 (5) ◽  
pp. 48
Author(s):  
Oladejo Dauda Adewole
Keyword(s):  
Customer Relationship Management ◽  
Significant Relationship ◽  
Small And Medium Enterprises ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Relationship ◽  
Market Development ◽  
Customer Care ◽  
Medium Enterprises ◽  
Revenue Product

This study examines the basic components of Customer Relationship Management and its influence on the growth of Micro, Small and Medium Enterprises (SMEs) in South-West Nigeria.  The data obtained were analysed using appropriate descriptive and inferential statistics.  The results of the study show a statistically significant relationship between customer care strategies and customer retention, public image maintenance and customer care (r = 0.430, p < 0.05), (r = -0.438, p < 0.05) respectively. The analysis also revealed a significant relationship between human resource factor and business revenue, product development as well as product market development (r = 0.209, p < 0.05), (r = 0.259, p < 0.05), (r = 0.472, p < 0.05) respectively.   The analysis further showed a statistically significant relationship between analytics and business revenue, product development, and customer retention (r = 0.416, p < 0.05); (r = 0.313, p < 0.05), and (r=0.291) p=0.003) respectively.  It was also found out that there was a statistically significant relationship between business reporting and employee satisfaction, customer retention, product market development and business revenue. There was also a significant relationship between marketing and business revenue (r = 0.214, p< 0.05).  The study concludes that the components of Customer Relationship Management examined as an omnibus concept had influence on the growth of MSMEs in the study area (R square =0.375, Adjusted R square = 0.334, p<0.001).

scholarly journals Electronic Customer Relationship Management (E-CRM) Modeling As Efforts to Increase Customer Retention of Micro Small and Medium Enterprises (MSMEs) in Banten

2019 ◽  
Author(s):  
Vidila Rosalina ◽  
Hamdan ◽  
Saefudin
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Small And Medium Enterprises ◽  
System Modeling ◽  
Relationship Management ◽  
Customer Retention ◽  
Global Market ◽  
Customer Relationship ◽  
Technology System ◽  
Medium Enterprises

Micro Small and Medium Enterprises (MSMEs) in Banten are still largely operated by traditional methods. Information technology has not been maximally used. Currently, modern business approach cares for customer factors intentionally, not only before but after the transaction as well. The Information Technology system used to maintain customers with the purpose of increasing customer retention which is called Customer Relationship Management (CRM). The current CRM software is more adapt to large established corporations, so it will cause some differences when applied to MSMEs. This research tried to model Electronic Customer Relationship Management (E-CRM) software tailored to the business needs of MSMEs in Banten by using local way to facilitate user in its use. The E-CRM will help MSMEs to maintain their running business by carrying out CRM to enlarge their competitiveness with other corporations and obtain a wider new market. System modeling used Zachman Frameworks to get an entire and comprehensive picture. The model of E-CRM MSMEs made in this research is expected to increase customer retention and build global market for MSMEs in Banten province.

scholarly journals Electronic Customer Relationship Management (E-CRM) Application as Efforts to Increase Customer Retention of Micro Small and Medium Enterprises (MSMEs) in Banten Indonesia

2019 ◽  
Author(s):  
Vidila Rosalina ◽  
Hamdan ◽  
Agung Triayudi
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Small And Medium Enterprises ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Application Development ◽  
Local Approach ◽  
Medium Enterprises

Currently, the Micro, Small and Medium Enterprises (MSMEs) in Banten Indonesia mostly still manage their customers in conventional ways, the touch of information technology has not been done much. One approach to modern business is to pay attention to the factors of good relationships with customers, not only before the transaction, but also after the transaction. The Information Technology System used to manage customer relationships with the aim of increasing customer retention is called Customer Relationship Management (CRM). The existing CRM software is more oriented to large companies that are already established, so that it will cause some discrepancies when applied in MSMEs. This study tries to develop E-CRM software that is tailored to the business needs of MSMEs in Banten by using a local approach to facilitate users in their use. This feature in the E-CRM will help MSMEs in implementing customer relationship management so that they can increase their competitiveness with other companies in maintaining the business they are running and as a means to obtain a wider new market. The approach used by local policy is through observations made on MSMEs in the Banten region. The application developed in this paper is based on 9 characteristics of the Banten MSMEs produced in previous studies [1] and the E-CRM UMKM blue print model that has been published in international seminars [2]. This application development used the stages that exist in the waterfall model method, namely planning, analysis, design, and implementation. The results of the E-CRM UMKM Application are expected to increase customer retention and build global marketing for MSMEs in the Banten region of Indonesia.

scholarly journals THE ANTECEDENT OF CUSTOMER SATISFACTION

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Relationship Management ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.

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