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2019 | 11 | nr 1 | 23--32
Tytuł artykułu

Correlation Between Customer Relationship Management System Usage, Product Innovation, And Customer Satisfaction

Warianty tytułu
Języki publikacji
EN
Abstrakty
EN
This quantitative correlational research examined the correlations between customer relationship management (CRM) usage, product innovation, and customer satisfaction. The general problem was the lack of evidence indicating the use of CRM system as effective in improving small- to medium-size companies' performance. Hence, the specific problem was to determine the beneficial use of a CRM system for customer satisfaction and product innovation. Data were gathered through surveymonkey.com. A total of 97 respondents were selected as sample from 10 small- to medium-size companies to answer the survey questions. Respondents were top managers, middle managers, and first-line managers of the selected organization. Statistics of the study were provided with the help of IBM Statistical Package for Social and Sciences version 23. The findings showed a strong correlation between the use of CRM system and customer satisfaction. They indicated the use of CRM system could improve the relationship with existing customers, could help attract prospective customers, and could win back former customers. (original abstract)
Rocznik
Tom
11
Numer
Strony
23--32
Opis fizyczny
Twórcy
  • University of Phoenix, United States of America
Bibliografia
  • Akroush, M.N., Dahiyat, S.E., Gharaibeh, H.S., and Abu-Lail, B., 2011. Customer Relationship Management Implementation. International Journal of Commerce & Management, 21(2), pp.158-190, DOI: 10.1108/10569211111144355.
  • Asghar, R.J., Aramoon, M.H. and Alimoham-madi, A., 2013. Customer Relationship Management in Electronic Environment. The Electronic Library, 31(1), pp.119-130, DOI: 10.1108/02640471311299173.
  • Bettany-Saltikov, J., Whittaker, V.J., 2013. Se-lecting the Most Appropriate Inferential Statistical Test for Your Quantitative Research Study. Journal of Clinical Nursing, 23, pp.1520-1531. DOI: 10.1111/jocn.12343.
  • Bose, R., 2012. Customer Relationship Man-agement: Key Components for IT Success. Industrial Management & Data Systems, 102(2), pp.89-97. DOI: 10.1108/02635570210419636.
  • Bovee, C.L., Thill, J.V., 2013. Business in Ac-tion (6th ed.). Upper Saddle River, NJ: Prentice Hall.
  • Chen, I.J., Popovich, K., 2013. Understanding Customer Relationship Management (CRM), Business Process Management Journal, 9(5), pp.672-688. DOI:10.1108/14637150310496758.
  • Coltman, T., Devinney, T.M., Midgley, D.F., 2011. Customer Relationship Management and Firm Performance. Journal of Information Tech-nology, 26(3), pp.205-219. DOI: 10.1057/jit. 2010.39.
  • Cuesta, F.A., 2014. Looking Beyond Quality Perceptions to Customer Satisfaction with Technology Performance-based Acquisition Services (Doctoral dissertation). Available from ProQuest Dissertations & Theses. (UMI No. 3648807).
  • CRM Switch Staff, 2013. A Brief History of Customer Relation Management. The CRM Switch. Retrieved from https://www.crmswitch. com/crm-industry/crm-industry-history/
  • Darvish, H., Kafashzadeh, A.R., Ahmadnia, H., 2012. Studying the Customer Relationship Man-agement: A Case Study at Persian Technology Firm. Economic Insights - Trends & Challenges, 64(3), pp.1-18. DOI: 10.1018/14783360903250 514.
  • Doyle, S.M., 2012. Quality Service Delivery: A Case Study of Strategic Customer Relationship Management (Doctoral dissertation). Available from ProQuest Dissertations & Theses. (UMI No. 3503070).
  • Ernst, H., Hoyer, W.D., Krafft, M., Krieger, K., 2011. Customer Relationship Management and Company Performance: The Mediating Role of New Product Performance. Journal of the Academy of Marketing Science, 39(2), pp.290-306. DOI: 10.1007/s11747-010-0194-5.
  • Gummesson, E., 2014. Return on Relationships (ROR): the Value of Relationship Marketing and CRM in Business-to-Business Contexts. Journal of Business & Industrial Marketing, 19(2), pp.136-148. DOI: 10.1108/08858620410524016.
  • Hailey, V., 2015. A Correlation Study of Cus-tomer Relationship Management Resources and Retailer Omni Channel Strategy Performance (Doctoral dissertation). Available from ProQuest Dissertations & Theses. (UMI NO. 3687831).
  • Hassan, A., Parvez, M., 2013. A Comparative Case Study Investigating the Adoption of Customer Relationship Management (CRM): The Case of Tesco and Sainsbury's. International Journal of Managing Value and Supply Chains, 4(1), pp.1-10. DOI: 10.5121/ijmvsc.2013.4101.
  • Kindström, D., Kowalkowski, C., 2014. Service Innovation in Product-Centric Firms: a Multidi-mensional Business model Perspective. Journal of Business & Industrial Marketing, 29(2), pp.96-111. DOI: 10.1108/JBIM-08-2013-0165.
  • Ku, E.S., 2010. The Impact of Customer Rela-tionship Management Through Implementation of Information Systems. Total Quality Manage-ment & Business Excellence, 21(11), pp.1085-1102. DOI:10.1080/14783360903250514.
  • Labus, M., Stone, M., 2010. The CRM Behavior Theory - Managing Corporate Customer Relationships in Service Industries. Journal of Data-base Marketing & Customer Strategy Management, 17(3/4), pp.155-173. DOI: 10.1057/dbm.2010.17.
  • Mavuram, S.R., 2013. Customer Relationship Management (Doctoral dissertation). Available from ProQuest Dissertations & Theses Full Text. (UMI No. EP69083).
  • Josiassen, A., Assaf, A.G., Cvelbar, L.K., 2014. CRM and the Bottom Line: Do all CRM Dimensions Affect Firm Performance?. International Journal of Hospitality Management, 36, pp.130-136. DOI: 10.1016/j.ijhm.2013.08.005.
  • Ru-Jen, L., Rong-Huei, C.K., Kuan-Shun, C., 2010. Customer Relationship Management and Innovation Capability: an Empirical Study. Industrial Management & Data Systems, 110(1), pp.111-133. DOI: 10.1108/02635571011008434.
  • Verrill, A., 2013. History of CRM Software. Retrieved from http://blog.softwareadvice.com/ articles/crm/history-of-crm-software-011/.
  • Wang, Y., Hui, F., 2012. Customer Relationship Management Capabilities: Measurement, Ante-cedents and Consequences. Management Decision, 50(1), pp.115-129. DOI: 10.1108/0025174 1211194903
Typ dokumentu
Bibliografia
Identyfikatory
Identyfikator YADDA
bwmeta1.element.ekon-element-000171562543

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