Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
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Showing 1 to 20 of 85 for “"customer relationship management"”.
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Customer Relationship Management: from Conversion to Churn to Winback
… of factors that could impact three stages of customer relationship management, namely customer acquisition, retention, and winback of lost customers. Specifically, with the aid of machine learning method of random forests and text mining technique, this study identify among the factors of …
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Customer relationship management processes in the Nigerian retail banking sector
The acceptance and wide adoption of relationship management strategies stem from the strategic competitive advantage(s) associated with an excellent customer-bank relationship. Similarly, its acceptance by big organisations and its subsequent performance in those organisations from developed …
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Understanding the Impact of Information Quality on Customer Relationship Management
… measure of information quality has a positive relationship with the success of technology adoption. But there is limited understanding of the impact of information quality on outcomes other than technology adoption.</p> <p>This study investigates the multi-dimensional aspect of information …
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The Impact of Technology on Customer Relationship Management (CRM) in UK Banks
This research investigates the relationship between retail bank customers in the UK and the technologies the banks have adopted to manage and build customer relationship management. The main objective is to explore the impact of these technological advancements on CRM in UK retail banks and the …
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Strategi membangun Customer Relationship Management (CRM) pada Bank Syariah Mandiri Kantor Cabang Malang
… ENGLISH: CRM is aconcept-based marketing relationship with the customer is done to establish long-term and mutually beneficial. To deal with increasingly fierce competiti on in the banking industry, the CRM can be used as a strategy to win the competition. Contained in the CRM process, the …
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Creating simulation-based training tools for customer relationship management with service-oriented architecture
<p>Simulation-based training offers significant benefits for employee education, but many software packages do not offer tools that can easily accommodate this type of training. This paper argues that the use of Service-Oriented Architecture can make it possible to create software-assisted …
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Customer relationship management (CRM) of hotels in the context of variety-seeking behaviour (VSB)
… combined two significant areas in marketing, customer relationship management (CRM) and variety-seeking behaviour (VSB), which are paradoxical constructs due to their contradictory intentions. While organisations implement various customer relationship management practices with an intention of …
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The Use of Social Media Platforms in Customer Relationship Management: An Analysis of Adidas.
… the role of social media platforms in enhancing customer relationship management (CRM), with a specific focus on Adidas, one of the leading global sportswear brands. The research explores how Adidas utilises platforms such as Facebook, Twitter, Instagram, YouTube, and TikTok to interact with …
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Implementasi Customer Relationship Management (CRM) untuk mempertahankan nasabah pada Bank Muamalat Indonesia Cabang Malang
INDONESIA: Customer Relationship Management (CRM) merupakan suatu proses interaksi untuk menggali potensi pelanggan melalui informasi-informasi yang akurat. CRM juga bisa sebagai dasar pemikiran dalam prakteknya yaitu membina hubungan yang lebih dekat dengan menciptakan komunikasi dua arah dengan …
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A study on creating a competitive advantage at Namibia wildlife resorts through customer relationship management
… advantage at Namibia Wildlife Resorts through customer relationship management. The purpose of this proposed study is to investigate the extent to which the practice of customer care relationships contributes to occupancy levels in the travel and tourism industry with specific reference to …
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The impact of social capital on customer relationship management performance in the Egyptian financial sector
Nowadays social relationships between service providers and customers are vital for their long term customer relationship management (CRM). Several scholars also believe that poor results of CRM initiatives are due to an extensive focus on technological aspects as an antecedent of CRM rather than …
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Conceptualising Customer Relationship Management and Its Impact on Customer Lifetime Value in the Taiwanese Banking Sector
… revealed that various scholars on the subject of customer relationship management hold divergent views on the exact domain of CRM because of its multi-faceted nature. Furthermore, CRM remains vague in terms of its impact on firm performance because the generative mechanisms have not been fully …
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Assessment of customer Relationship management strategies used by tourists’ hotel and case study Dar es Salaam
This study looked the assessment of customer relationship management strategies used by tourist’s hotels in Dar es salaam. Specific objectives of the study is to find out which customer relationship strategies used in different hotels in Dar es salaam, to assess the impact of CRM on performance of …
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A managerial framework to increase sustainable competitive advantage within the beauty industry through Customer Relationship Management
This study aims to substantiate that Customer Relationship Management is an emphasising factor in the sustainable competitive advantage of the beauty industry. Only some organisations in the beauty industry use an integrated Customer Relationship system that could empower them to use the data and …
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Investigating the deployment of electronic customer relationship management readiness and maturity models in the Iranian banking industry
Customer Relationship Management (CRM) is one of the main priorities for almost all organisations, particularly in the banking world. However, Information technology (IT) has changed ways of interacting with customers, resulting in the appearance of the concept of Electronic Customer Relationship …
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O customer relationship management em hotéis design de São Paulo como ferramenta de competitividade operacional: uma pesquisa exploratória
… trabalho aborda o uso de tecnologias de CRM (Customer Relationship Management) em hotéis design da cidade de São Paulo, cujo público alvo são hóspedes detentores de alto poder aquisitivo, possuindo também alto nível de exigência quanto ao atendimento recebido. Desta forma, entendendo o …
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Penerapan strategi Customer Relationship Management (CRM) dalam meningkatkan loyalitas pelanggan: Studi kasus pada Grand Kalpataru Syariah Hotel Malang
… organizations must attach great importance to customers and increase communication with buyers better. The key to success is to face the competitive market preferences and customer loyalty. Customer loyalty can be a guarantee for the survival of the company. Grand Kalpataru Sharia Hotel will …
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Factors influencing the adoption and implementation of customer relationship management strategies by small and medium enterprises in KwaZulu-Natal
… the Degree of Doctor of Philosophy Department of Management Sciences Durban University of Technology, Durban, South Africa, 2020.
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Understanding the influence of customer relationship management strategies in the UK gambling sector : social exchange and relationship marketing perspectives
The success of relationship-based loyalty programs across many industries, for example retailing, airline and tourism industries (Sharp & Sharp, 1997; Wright & Sparks, 1999; Martín, Román & Espino, 2011; Ou et al., 2011; du Toit & Cant, 2012; Evanschitzky et al., 2012), has resulted in a number …
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