scholarly journals CRM Implementation in Saudi Banking Sector

2016 ◽  
Vol 10 (1) ◽  
pp. 107
Author(s):  
Mohammad A. Almotairi
Keyword(s):  
Saudi Arabia ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Banking Industry ◽  
Relationship Management ◽  
Implementation Process ◽  
Customer Relationship ◽  
Service Satisfaction ◽  
Process Data ◽  
Proposed Model

Banking in Saudi Arabia has undergone considerable growth, and the importance of customer relationship management (CRM) activities aimed at enriching the overall service satisfaction among its customers is intensifying. The aim of this paper is to study the CRM implementation process within Saudi banks and evaluate the most important constructs of CRM to create a model that helps organizations to implement CRM successfully. A survey of 101 respondents from the banking industry in Saudi Arabia participated in this study to investigate CRM implementation and the main constructs associated with this process. Data were analyzed to validate the proposed model for CRM implementation.  

scholarly journals The Impact of Customer Relationship Management Systems on Dynamic Capabilities at Firms

2021 ◽  
Vol 29 (1) ◽  
pp. 103-122
Author(s):  
Cristina Gallego-Gomez ◽  
Carmen De-Pablos-Heredero ◽  
José Luis Montes-Botella
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Dynamic Capabilities ◽  
Banking Industry ◽  
Relationship Management ◽  
Implementation Process ◽  
Equation Model ◽  
Customer Relationship ◽  
Technological Environment ◽  
The Impact

The banking industry has been forced to restructure its processes to get adapted to a more technological environment as a consequence of the changes experienced in the market. Academic literature has paid special attention to the most critical relationship at firms, customers. Customer relationship management (CRM) offers good opportunities to increase efficiencies in this relationship. For this reason, this research analyses to what extent the implementation of CRM systems in the banking industry has offered good results in terms of dynamic capabilities. For that, some dynamic capabilities have been identified after CRMs implementation process has taken place. A theoretical model has been built and empirically validated by means of a representative sample of banking firms applying structural equation model analysis (SEM). Results show how firms, by properly implementing CRM systems, can reach dynamic capabilities. As main practical implications for firms, it is interesting to orient CRMs implementation to reach dynamic capabilities.

scholarly journals An Implementation of Customer Relationship Management and Customer satisfaction in Banking Sector of Quetta, Balochistan

2019 ◽  
Vol 12 (10) ◽  
pp. 26
Author(s):  
Sadaf Ajmal ◽  
Sana-Ur -Rehman
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Banking Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Competitive Advantages ◽  
Excessive Competition ◽  
Stratified Sample ◽  
Significant Factors

Banking industry in Pakistan has become highly competitive, bankers are putting enhanced efforts to acquire and retain customers by incorporating innovative customer relationship management (CRM) techniques. Due to rapid technology penetration, customers have rapid entrance and options to multiple financial products/services. Present study focuses on measuring customer satisfaction in the result of Bank’s CRM efforts. Research is based on the fact and evolve the theme of the study, that is to find the significant factors affect customer satisfaction, that is a center of customer relationship management (CRM) for controlling the excessive competition in Quetta banking industry. Two structured questionnaires are used based on quantitative view and hand out on a stratified sample. First questionnaire is having a data of 31 employees in the sampled banks to measure the CRM suitability while second one is having a data of 302 customers from the sampled banks to count the level of customer satisfaction. The findings show that the selected banks apply the CRM components and found that these are positively associated with customer satisfaction. Respecting the results of the bank survey, the level of CRM implementation and the relevance of its elements be unlikely from one to another bank. Findings confirm that in Quetta banking sector there is a tough competition going on as every bank (public, private) is trying its best to capture more and more customers. Banks have to bring change in their strategies to build and strengthen relationship with their customers because it is one of the major competitive advantages.

Customer Relationship Management in Banking Sector

2012 ◽  
Vol 2 (12) ◽  
pp. 80-82
Author(s):  
P.B REDDY P.B REDDY ◽  
◽  
SHALINI. CHENNAMARAJU SHALINI. CHENNAMARAJU ◽  
Dr MORUSU SIVA SANKAR
Keyword(s):  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Customer Relationship

scholarly journals Customer Relationship Management: Related Theories, Challenges and Application in Banking Sector

1970 ◽  
Vol 1 (1) ◽  
pp. 19-28 ◽  
Author(s):  
Babin Pokharel
Keyword(s):  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Customer Relationship

DOI: http://dx.doi.org/10.3126/bj.v1i1.5140 Banking Journal Vol.1(1) 2011: 19-28

scholarly journals Customer Relationship Management In Banking Sector Case Study Of Conventional Banks

2021 ◽  
Vol 2 (6) ◽  
pp. 2136-2142
Author(s):  
Dennis Rydarto Tambunan ◽  
Heru Kreshna Reza ◽  
Melly Susanti ◽  
Sabri
Keyword(s):  
Customer Relationship Management ◽  
Financial Services ◽  
Customer Value ◽  
Banking Sector ◽  
Relationship Management ◽  
Secondary Data ◽  
Customer Relationship ◽  
Primary Data ◽  
Public Sector Banks ◽  
Conventional Banks

The importance of Customer Relationship Management (CRM) to help businesses acquire new customers, retain existing ones and maximize their lifetime value. This paper discusses the role of Customer Relationship Management in 4 bank units and the need for Customer Relationship Management to increase customer value by using several analytical methods in CRM applications. This paper attempts to identify the technological revolution witnessed by commercial banks and to what extent it has benefited banks to build better customer relationship management (CRM) services between public sector banks and private sector banks. The purpose of this study is 1) to analyze customer opinions about bank CRM in relation to service quality management. 2) To find out the customer's opinion about the bank's CRM on customer relationship management. This study uses primary and secondary data. Primary data will be collected by distributing structured questionnaires to conventional banks (Private and Government). Secondary data will be collected from records published by the financial services authority (OJS), standard textbooks and published research papers, and through web information. The primary data required will be collected from 6 banks in Bengkulu. In addition to collecting information from banks, it also collects information from the general public who have bank accounts.  

Benefits of Customer Relationship Management on Customer Satisfaction

2017 ◽  
pp. 272-293 ◽  
Author(s):  
Nastaran Mohammadhossein ◽  
Mohammad Nazir Ahmad ◽  
Nor Hidayati Zakaria
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Segmentation ◽  
Customer Relationship ◽  
Integration Time ◽  
Time Saving ◽  
Marketing Performance ◽  
Personalized Services ◽  
Proposed Model

The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through data collected from a survey of 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction towards marketing companies. Personalized services, responsiveness to customers' needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving customer knowledge are the benefits that we proposed would affect customer satisfaction and significantly improve marketing performance. Additionally, the results reveal that all the benefits found, with the exception of time-saving, enhanced customer satisfaction. This paper contributes to the existing literature by incorporating the benefits of CRM for customers, and the relationships of these benefits with their satisfaction in the proposed model.

A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction

2015 ◽  
pp. 1268-1287
Author(s):  
Nastaran Mohammadhossein ◽  
Mohammad Nazir Ahmad ◽  
Nor Hidayati Zakaria ◽  
Shidrokh Goudarzi
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Segmentation ◽  
Customer Relationship ◽  
Integration Time ◽  
Time Saving ◽  
Marketing Performance ◽  
Proposed Model ◽  
Positive Effect

The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction in marketing companies. Personalized service, responsiveness to customer's needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving customer knowledge are the benefits that we proposed would affect customer satisfaction in order to significantly improve marketing performance. Additionally, the results reveal that all the benefits found, with the exception of time-saving, enhanced customer satisfaction. This paper contributes to the existing literature by incorporating the benefits of CRM for customers and the relationships of these benefits with their satisfaction in the proposed model.

Social customer relationship management factors and business benefits

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sheshadri Chatterjee ◽  
Ranjan Chaudhuri ◽  
Demetris Vrontis ◽  
Alkis Thrassou ◽  
Soumya Kanti Ghosh ◽  
...  
Keyword(s):  
Customer Relationship Management ◽  
Positive Impact ◽  
Empirical Studies ◽  
Relationship Management ◽  
Customer Relationship ◽  
Content Type ◽  
Factors Affecting ◽  
Leadership Support ◽  
Proposed Model ◽  
Actual Use

Purpose This study aims to identify the business benefit of and factors affecting the use of social customer relationship management (SCRM) in Indian organizations. Design/methodology/approach Building on theoretical foundations, a conceptual model of factors affecting SCRM in Indian organizations is developed and empirically tested through a survey and corresponding analysis using SPSS and AMOS software. Findings The study presents empirical evidence that technological competence, environmental characteristics and organizational environment positively impact the actual use of SCRM on Indian organizations. Additionally, leadership support of organizations impacts positively the actual use of SCRM in organizations, while the trust factor insignificantly impacts the latter. The actual use of SCRM in organizations was found to have a positive impact on their business benefits. Research limitations/implications The theoretical model is built on the constructs of the technology, environment and organizational framework. It has added new factors, such as leadership support and trust, and thereby identified the business benefits of organizations using SCRM mediating through the organizations’ actual use of SCRM. The proposed model is simple, implementable and has a high explanative power of 81 per cent. Practical implications The study provides practitioners with evidence and practicable knowledge regarding the means and impact/benefits of SCRM use in Indian organizations. Originality/value The study is one of few empirical studies on the topic and contributes valuable knowledge to extant works through additional factors, theoretical conceptualization and empirical scientific findings of both scholarly and executive worth.

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