Thesis on the effect of customer relationship management on customer retention

Customer relationship management (CRM) is growing as a part of business strategy and it i s not the only tool used as a promotional tool i n busines s organization (Ueno, 2006). “CRM is short for Customer Relationship Management, the industry term for the set of methodologies and tools that help an enterprise manage customer relationships in an organized way. These components are discussed below. A few studies have considered the effect of RMIs on customer retention (e. Verma, Sanjeev, and Ranjan Chaudhuri. The Customer Relationship Management (CRM) is the highly valued in market for existing and current customers. A Study on the Banking Industry of Malaysia. Effect of Customer Relationship Management on Customer Retention in the Ghanaian Banking Sector Jerry Jay Kraa¹, Bismark Adanse Bonna¹, Aquila Hannah¹, Kankam Boadu¹ ¹School of Business, Christian Service University College, P. As a business strategy it started to appear in 1999. A CRM system can help a business retain more customers, which in turn can lead to higher profits and sales. In this research we explore the effect of CRM on factors such as customer satisfaction and customer loyalty. Box AN 15796, Accra North ibraboat48@yahoo. Customer relationship management and customer retention are closely related. INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMERS’ RETENTION IN THE INSURANCE INDUSTRY IN ACCRA, GHANA Ibrahim Ofosu-Boateng Lecturer/Dean of Students, Faculty of thesis on the effect of customer relationship management on customer retention Business and Administration, West End University College Amanfro, Ghana P. To examine the influence of customer orientation on customer retention in the insurance industry. It's up to you to agree or not, but we recommend that you do not rush to make a choice.. Customer Relationship Management (abbreviated CRM) is a business approach that helps to manage relationships with customers by focusing on customer retention and strengthening. INTRODUCTION In 1980s the concept of Direct Marketing was greatly dependent on customer databases that were available with the organization. The researcher used primary and secondary data as data source whereas, mean, standard deviation and percentage to show the distribution and frequency of variables.. "The priority factor model for customer relationship management system success. On the Internet, you can find a lot of services that offer customers to write huge articles in the shortest possible time at a low price. Impact of Customer Relationship Management on Customer i need help starting my research paper Satisfaction. , Anderson and Sullivan 1993; Bolton 1998; Bowman and Narayandas 2001; De Wulf, Odekerken-Schrider, and Iacobucci 2001). , Bolton, Kannan, and Bramlett. Based on multiple regression analysis, this paper finds these results that the regression indicated these four predictors: customer acquisition, customer retention, customer value increase, and complain handling when applied altogether, explained 43% of the variance (r2= 0. 2 examining the variables identified, sales, technology, customer service and customer satisfaction and their effect on the consumer behavior in the Malaysian retail sector (Tesco Nilai). 05), to customer satisfaction in terms of ….

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Basically CRM is “an integrated approach to managing relationships by focusing on customer retention and relationship development” (Chen & Popovich 2003, p. "Effect of CRM on Customer Satisfaction in Service Sector in India. Since CRM is defined as an important key in business among companies to maintain and increase their customers base management practice and banking customer relationship management performance situation. Company thesis on the effect of customer relationship management on customer retention makes its CRM as strong and reliable the customer will be more satisfied and retain with the company Basically CRM is “an integrated approach to managing relationships by focusing on customer retention and relationship development” (Chen & Popovich 2003, p. Keywords: Customer Relationship Management (CRM), Customer Satisfaction, Customer Loyalty. The general objective of this research is to examine the effects of customer relationship management on customer retention in the Malaysian insurance industry. Specific objectives of this research are: 1. The concept of relationship centric marketing and the impact of. A CRM system can also help attract new customers, who can be converted into repeat buyers. Management practice and banking customer relationship management performance situation. Additionally, a CRM system can help improve the sales and. Author: Redwanur Rahman Chowdhury Student ID: 1440721. ” (Strategic Management website- 2005) CRM helps companies make sense of customer needs and helps companies manage. Also paper concludes about stronger interrelation between CRM and customer satisfaction Several studies have considered the impact of CRP on either customer retention or customer share, but not on both (e. I, the undersigned, declare that this thesis entitled “THE EFFECT S OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER SATISFACTION IN THE CASE OF ETHIO TELECOM, ADDIS ABABA” is my original work, prepared under the guidance of Mohammed Mohammednur (Asst. All sources of materials used for this thesis have been duly acknowledged The companies have realized the worth of CRM/E-CRM in acquiring and retaining customers for a much thesis on the effect of customer relationship management on customer retention longer period. The CRM strategy is now practiced by mostly all the organization in order to ensure. We describe the objectives of Customer Relationship Management (CRM) in Customer Retention which is very important for the survival of companies in today competitive environment. This study shows that customer relationship management has significant effect on the customer satisfaction and both variables have positive relation. Examining the variables identified, sales, technology, customer service and customer satisfaction and their effect on the consumer behavior in the Malaysian retail sector (Tesco Nilai). Customer relationship management (CRM) is justified to balance the overall performance of the organization through obtaining, constructing, figuring out and retaining excellent relationship with customers (Haghshenaset al. All sources of materials used for this thesis have been duly acknowledged.. " Expert systems with applications 28, no. Conclusion: Paper concludes that CRM is one of the effective strategic approaches that would lead to long term retention of the customers and maintain sustainability in profits. dissertation font style CRM is one of the successful management and marketing strategies that help companies increase their customer satisfaction, loyalty and retention to build and manage long-term relationships. 1 Customer Relationship Management (CRM) The term of customer relationship management means the firm's practices, strategies and technologies. Roh, Tae Hyup, Cheol Kyung Ahn, and Ingoo Han. Whether it be a small or a big company, everyone is indulging themselves in. Several studies have considered the impact of CRP on either customer retention or customer share, but not on both (e. CRM relationship proclaims the importance of enhancing customer loyalty and commitment. The results show that affective commitment and loyalty programs that provide economic incentives positively affect both customer retention and customer share development, whereas direct mailings influence customer share development. However, the effect of these variables is rather small “CRM is short for Customer Relationship Management, the industry term for the set of methodologies and tools that help an enterprise manage customer relationships thesis on the effect of customer relationship management on customer retention in an organized way.

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