Customer Relationship Management - Theory and Principles

Heczková, Miroslava; Stoklasa, Michal

doi:10.25142/aak.2011.074

Cited by 7 publications

(6 citation statements)

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“…In developing countries, it is additionally hinting at competition and developed information system. Sharing knowledge in financial institutions is very important and essential to ease the processes of associations and dealing with other parties within these facilities (Heczkova & Stoklasa, 2011). The adjustment in the worldwide focused business environment has constrained banks to rethink their services and products and made them investigate Km approaches with a specific end goal to enhance their competitive ability and performance.…”

Section: Knowledge Managementmentioning

confidence: 99%

The Impact of Knowledge Management on CRM Approaches

Duwailah¹,

Hashem²

2019

MOS

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The purpose of the current paper is to examine the impact of knowledge management and its tools on the processesand approaches of the customer’s relation management(CRM) within the banks sector in Kuwait.The methodological approach followed in the current study is a quantitative .The population of the current study wasall the CRM managers within the operating Kuwaiti banks which are working within the capital of Kuwait. Thequestionnaire was distributed on the sample of the study through visiting the banks and presenting the main aim ofthe paper. The convenience sample was (50) managers. However, the researchers retrieved (30) questionnaire forms(i.e. the response rate is (60%).The researchers found that there is a significant impact of knowledge management and its tools on processes andapproaches of customer relation management within banks sector in Kuwait.

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Section: Knowledge Managementmentioning

confidence: 99%

The Impact of Knowledge Management on CRM Approaches

Duwailah¹,

Hashem²

2019

MOS

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“…The implication of adopting technology in any given aspect of business activity is tremendous. A study by Heczková and Stoklasa (2014) that focused on the essence of adopting databases in organisation highlighted numerous merits that result from such a move. According to Heczková and Stoklasa (2014) the adoption of database systems can impact positively on CRM due to the possibility of handling and retrieving substantial information about clients with ease.…”

Section: The Effect Of Technology On the Organizational Performancementioning

confidence: 99%

“…A study by Heczková and Stoklasa (2014) that focused on the essence of adopting databases in organisation highlighted numerous merits that result from such a move. According to Heczková and Stoklasa (2014) the adoption of database systems can impact positively on CRM due to the possibility of handling and retrieving substantial information about clients with ease. According to Heczková and Stoklasa (2014) the use of databases can be very effective in keeping track of the expectations of individual clients and thus facilitating the possibility of customizing services to the client's specific needs.…”

Section: The Effect Of Technology On the Organizational Performancementioning

confidence: 99%

“…According to Heczková and Stoklasa (2014) the adoption of database systems can impact positively on CRM due to the possibility of handling and retrieving substantial information about clients with ease. According to Heczková and Stoklasa (2014) the use of databases can be very effective in keeping track of the expectations of individual clients and thus facilitating the possibility of customizing services to the client's specific needs. Heczková and Stoklasa (2014) notes the essence of adopting the use of databases especially in the financial sector.…”

Section: The Effect Of Technology On the Organizational Performancementioning

confidence: 99%

“…According to Heczková and Stoklasa (2014) the use of databases can be very effective in keeping track of the expectations of individual clients and thus facilitating the possibility of customizing services to the client's specific needs. Heczková and Stoklasa (2014) notes the essence of adopting the use of databases especially in the financial sector.…”

Section: The Effect Of Technology On the Organizational Performancementioning

confidence: 99%

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Effect of Customer Relationship Management on Perceived Organizational Performance - A Case Study of Family Bank Limited

WACHIRA

2016

strategicjournals.com

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Customer satisfaction is central to achieving a competitive advantage and should be viewed as an integral part of relationship building that is underpinned by CRM. A defined organizational culture can provide the necessary leadership that ensures that staffs attain high levels of performance. Customer service should be placed in a strategic marketing context, which means that marketers can develop a high quality customer service policy and the organization can put a customer response system in place which ensures that customer service is seen as customer focused. There is an increased need to constantly reengineer business strategies that improve the customer experience and increase profitability for the company. The study sought to determine the effect of customer relationship management (CRM) on the perceived organisational performance with a case of Family Bank Limited. Based on the research topic, the study addressed the research problem by addressing the following research objectives; to determine the effect of changes in the organizational culture on the perceived organizational performance of Family bank limited, to establish the effect of customer retention strategies on the perceived organizational performance of family bank limited, to determine the effect of technology on the perceived organizational performance of family bank limited, and to establish the effect of service quality management on the perceived organizational performance of family bank limited. The study reviewed related literature under theoretical and empirical review to facilitate in identifying the research gap. The study adopted a descriptive research design to address the research objectives. In this case sampling was done using a systematic random sampling technique to select the participating staff in all the bank branches covered. Data was collected in form of both primary and secondary data. The collected data was analysed using both qualitative and quantitative data analysis techniques using the Statistical Package for Social Sciences (SPSS version 22).The study found out that customer relationship management has a positive effect on the performance of the bank.The study found out that service quality management was the dimension of CRM that affected the performance of the bank to a very great extent. Therefore, the study recommended that there was a need for organizations to have training and development that are directed at building enduring customer relationships.

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A performance comparison between classification techniques with CRM application

Mohamed

Sakre

2015

2015 SAI Intelligent Systems Conference (IntelliSys)

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Customer Relationship Management - Theory and Principles

Cited by 7 publications

References 0 publications

The Impact of Knowledge Management on CRM Approaches

The Impact of Knowledge Management on CRM Approaches

Effect of Customer Relationship Management on Perceived Organizational Performance - A Case Study of Family Bank Limited

A performance comparison between classification techniques with CRM application

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