How Customer Relationship Management (CRM) and Innovation Influence Business Performance Mediating Role of Innovation

Pour, Mona Jami; Mamani, Elnaz Nabizadeh; Rahimzadeh, Mohammad

doi:10.4018/ijcrmm.2018040101

Cited by 5 publications

(3 citation statements)

References 21 publications

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“…Moreover, innovation is related to the firm's ability to search for novel and optimum ways for identifying, acquiring and establishing organizational tasks (al-Ansari et al, 2013; Chang et al, 2017). In this regard, a significant positive relationship exists between SMEs innovative dimension and the performance of business (Pour, 2018).…”

Section: Crm As An Innovationmentioning

confidence: 99%

Factors Affecting Customer Relationship Management System Adoption in Small and Medium Enterprise in Palestine

Salah¹,

Yusof²,

Mohamed³

2018

IJISE

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Customer relationship management system (CRM) help companies to develop and maintain customer relationship, streamlining processes eventually and improving profitability. The CRM system has gained the reputation of being a significant business tool despite the challenges faced in its successful implementation. CRM system is explained as a concept of use process, information, technology, and people to manage the organization's interactions with its customers. This study focuses on creating superior customer relationship experiences to identify the factors which affect the CRM implementation in SMEs companies in Palestine. The authors adopted a self-administered email interview to collect data from 10 SMEs experts.

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Section: Crm As An Innovationmentioning

confidence: 99%

Factors Affecting Customer Relationship Management System Adoption in Small and Medium Enterprise in Palestine

Salah¹,

Yusof²,

Mohamed³

2018

IJISE

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“…A few empirical studies have investigated how this is achieved [21]. Pour et al [28] aimed to investigate the impact of customer relation capabilities on innovation capabilities as dynamic capabilities, the findings of their study indicated to the direct impact of customer relation capabilities on innovations capabilities. In Brazil, Toriani and Angeloni [29] found that use of IT customer relationships management capabilities can support knowledge capabilities as dynamic capabilities.…”

Section: B Social Media Dynamic Capabilities and Operationalmentioning

confidence: 99%

Process Level Social Media Business Value Configuration of SMEs in Saudi Arabia

Eldin¹,

Elnour²,

Hassan³

2020

IJACSA

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The key enabler of strategic design based on IT is process level value; however, few researchers have tackled the mechanisms through which small and medium-sized enterprises (SMEs) can create value at the process level. This study sheds light on the mechanism of creating social media business value at the process level by identifying the interaction effects of social media and IT resources and the mediating role of management's commitment to innovation as an organizational factor. The research model is based on the IT business value approach, quantitative and descriptive methodology is adopted, and the data are analyzed using structural equation modeling. Among the findings based on 301 SMEs in the Kingdom of Saudi Arabia, that management's commitment to innovation is a necessary condition for social media resources to create dynamic capabilities, and the interaction effects between social media resources and IT resources on social media capability have no impact on the value-generation process at the process level. The result improves the understanding of the theoretical implications of social media business value at the process level, which can be used to guide theorizing about IT business value. SME managers, IT designers, and national decision-makers can use the findings to gain strategic advantage through social media platforms.

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“…This flexibility will help retailers collect and analyze service information through market knowledge, recognize new opportunities, and thus maintain customized services and long-term relationships with customers (Li, Dong, Ota, & Guo, 2016;Meyer, Gonzalez Hernandez, & Toldos Romero, 2016;Mirica, 2019;Popescu & Ciurlău, 2019). Innovation management of the critical factors in efficient CRM systems improves customer service, identify new products, and reduces customers' escape (Pour, Mamani, & Rahimzadeh, 2018;Wang, Yang, Wang, Sherratt, & Zhang, 2020). Also, online retailing through CRM identifies competitive information and can turn it into an opportunity for further development (Algharabat, 2014;Budler & Trkman, 2019).…”

Section: Introductionmentioning

confidence: 99%

Efficient customer relationship management systems for online retailing: The investigation of the influential factors

Latifi

Ebrahimi

Ranjbaran

et al. 2022

Journal of Management & Organization

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In business processes, gaining customer satisfaction is vital for online retailing. In this way, it is necessary to identify the important factors for attracting and retaining customers in online retailing. Many factors are involved in efficient customer relationship management (CRM) systems. Their efficient implementation needs a deep focus on key customers, proper organization, knowledge management, technology, market, sales, ordering, support, and many other factors. Therefore, this paper examines the effective factors (including innovation management, market knowledge, competitive intelligence, entrepreneurship management, stakeholder management, project management, and business project management) on the efficiency of the CRM systems for online retailing. The data were collected from Digikala employees in Iran. Based on Morgan's table (Table A2 (Appendix)), 248 samples were randomly selected, and questionnaires were sent to employees, where 234 were fully answered. Research data and assumptions were evaluated using SPSS and PLS software. Research findings showed that innovation management (ß = .390, t = 6.426, p < .001), market knowledge (ß = .296, t = 4.864, p < .001), and competitive intelligence (ß = .115, t = 2.190, p < .005) directly impact the efficient CRM systems for online retailing. Stakeholder management (ß = .283, t = 9.713, p < .001), project management (ß = .229, t = 5.458, p < .001), and business project management (ß = .544, t = 11.351, p < .001) are also effective through the mediator variable of entrepreneurial management (ß = .143, t = 2.314, p < .005) on the efficient CRM systems for online retailing.

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How Customer Relationship Management (CRM) and Innovation Influence Business Performance Mediating Role of Innovation

Cited by 5 publications

References 21 publications

Factors Affecting Customer Relationship Management System Adoption in Small and Medium Enterprise in Palestine

Factors Affecting Customer Relationship Management System Adoption in Small and Medium Enterprise in Palestine

Process Level Social Media Business Value Configuration of SMEs in Saudi Arabia

Efficient customer relationship management systems for online retailing: The investigation of the influential factors

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