Customer relationship management systems and organizational performance: Quantitative evidence from the Jordanian telecommunication industry

The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size

“…SMEs should use this framework to understand customer value, which could supersede the quality of the product. Thus, the concern of companies has shifted to meeting customer satisfaction, the attraction of potential customers, and maintaining present customers’ loyalties through CRM establishment [ 9 , 10 , 11 , 13 – 21 , 23 – 25 , 27 – 32 , 63 ].…”

“…Technology rejection arises because of the lack of knowledge of new technology among adopters, lack of prediction of the consequences that the innovation will bring, or the status-conferring aspect of the technology [ 19 ]. The adoption of a CRM system is used to provide employees with the processing of customers’ information [ 21 ].…”

“…Furthermore, these studies only focus on gaining a competitive advantage. Factors determining the success or failure of its adoption with respect to the developing countries [ 20 , 21 ] are yet to be undertaken. The root cause for the high failure rate is yet to be revealed [ 4 , 23 ].…”

Evaluating the Impact of Customer Relationship Management (CRM) Strategies on Customer Retention (A Study of Fast Food Chains in Pakistan)

“…The company's overall aim would be to use technology and CRM principles to generate customer loyalty. In terms of making their staff very customer-focused and welcoming, companies are gradually developing their internal customer retention strategies (Al-weshah, Al-manasrah, and Al-qatawneh, 2018). Currently, in a fiercely competitive environment (Nazar, Jahan, Amoozegar, Anjum, and Raju, 2020), the company is nevertheless dedicated to satisfying consumer needs and seeking to do that more efficiently than rivals.…”

The Impact of CRM on Customer Satisfaction and Customer Loyalty: Mediation Effect of Customer Perceived Value (Evidence from Hospitality Industry)

“…This was also stated by Kumar, (2020). Ruiz-Martínez, et al, (2019) who ensured that the main aim of building a relationship with customers is to ensure satisfaction of the customers as satisfied customers will rarely think about switching from one company to another and are less susceptible to price connected service facilities and progressively turn into a center for generation of revenue (Al-Weshah, et al, 2019). Moreover, the findings ensure that CRM has a positive significant direct impact on Customer Loyalty and this aligns with (Nyadzayo and Khajehzadeh 2016); (Law, et al, 2018) that CRM which is based on creating and improving the relationship with customers in the most efficient way to keep them loyal.…”