Critical Success Factors In Customer Relationship Management Implementation

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Critical Success Factors In Customer Relationship Management Implementation

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Author : Kamyar Kavosh
language : en
Publisher:
Release Date : 2015

Critical Success Factors In Customer Relationship Management Implementation written by Kamyar Kavosh and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015 with categories.

The purpose of this study is to find the critical success factors of customer relationship management implementation in automobile industry. Semi-structured interviews were carried out to collect the needed data. The interviews were written or recorded then transcribed and analyzed by implying content analysis method. The results have reflected that all the investigated companies are implementing CRM furthermore some success factors such as training employees, top management support and the desired organizational culture have been determined that impacts the project significantly and intensely toward obtaining the desired results.

Critical Success Factors In Customer Relationship Management Implementation

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Author : Mohammed A. Al-Ajlam
language : en
Publisher:
Release Date : 2006

Critical Success Factors In Customer Relationship Management Implementation written by Mohammed A. Al-Ajlam and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with categories.

The Exploration Of Critical Success Factors Csfs In Implementing Customer Relationship Management Crm Systems

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Author : Manrong Zhu
language : en
Publisher:
Release Date : 2006

The Exploration Of Critical Success Factors Csfs In Implementing Customer Relationship Management Crm Systems written by Manrong Zhu and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with categories.

Customer Relationship Management

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Author : Alain Youssef El Samarani
language : en
Publisher:
Release Date : 2004

Customer Relationship Management written by Alain Youssef El Samarani and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with categories.

CRM stands for Customer Relationship Management. It is used to know more about customers' needs and behaviors in order to build up stronger relationships with them. In the end, good customer relationships are at the heart of business succe ss. There are many technological components to CRM, but thinking about CRM in mainly technological terms is a mistake. Managing a successful CRM implementation requi res an integrated and balanced approach to people, process, and technology. Also it is the organizational change and cultural shift that businesses need to do, in order to actually deliver good customer service and distinguish themselves from their competitors in the market place. This paper will examine critical factors for successful CRM implementation generally and in the Lebanese context more specifically. These factors will be i dentified from in- depth interviews with managers in Lebanese companies that implemented C RM or are in the process of implementing it.

Critical Success Factor Framework For Customer Relationship Management And Business Intelligence Implementation

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Author : Reshma Sameer Naik
language : en
Publisher:
Release Date : 2010

Critical Success Factor Framework For Customer Relationship Management And Business Intelligence Implementation written by Reshma Sameer Naik and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with categories.

Exploring The Implications Of The Critical Success Factors Of Crm Implementation

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Author :
language : en
Publisher:
Release Date : 2018

Exploring The Implications Of The Critical Success Factors Of Crm Implementation written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018 with Electronic dissertations categories.

Customer relationship management -- critical success factor -- CRM implementation -- phenomenology -- CAQDAS.

Customer Relationship Management Implementation In Automobile Industry

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Author : Kamyar Kavosh
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2012-04

Customer Relationship Management Implementation In Automobile Industry written by Kamyar Kavosh and has been published by LAP Lambert Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-04 with categories.

Customer relationship management (CRM) has become popular among organizations and firms, hence many have implemented it in order to compete with others and promote their businesses. In CRM implementation, there are barriers, critical success factors and the strategic components that should be determined. A CRM model was used to determine the CRM barriers, critical success factors and show the current implementation of CRM in automobile industry. An example of the difficulties identified is cultural barrier. Besides that, the critical success factors have been recognized. This research also reveals that the most important components of CRM implementation are people, process, and technology. Another contribution of this study is identifying new items such as the in-house or outside trainers. This study shows that in-house trainers are more efficient and effective in training employees for CRM projects. In addition to that, the level of CRM knowledge of trainers is vital in getting the expected results.

The Impact Of Customer Relationship Management Related Critical Success Factors On Customer Satisfaction

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Author : Muhammad Tahir Jan
language : en
Publisher:
Release Date : 2012

The Impact Of Customer Relationship Management Related Critical Success Factors On Customer Satisfaction written by Muhammad Tahir Jan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with categories.

The radical development in the banking sector of Malaysia has created a stiff competition among various banks. These banks need to satisfy the customers to the best for their sustainability. For this purpose, a strong relationship with customers is required. However, for strong relationship organizations are required to identify those factors which can be crowned responsible for it. This issue have raised a critical research agenda that requires attention to identify and test those factors which are crucial for the success of customer relationship. The present study, therefore, has set its objective in identifying and testing these critical factors for successful implementation of customer relationship management (CRM) in banking industry and investigating their impact on customer satisfaction. To accomplish this goal, the present research has explained related concepts and reviewed literature extensively on the topic. A research framework was developed based on a strong theoretical background. Accordingly, the empirical study was conducted in Klang valley in Malaysia, which is considered the hub of all banking activities. The target population of this study was employees of different banks. Further, data was also collected from selected customers for the purpose of measurement invariance only. Through selfadministered questionnaire 349 usable responses were acquired from employees and 161 usable responses from customers. Analysis of data was conducted using descriptive, exploratory and confirmatory factor analysis. After the satisfactory results of confirmatory factor analysis for all constructs, measurement invariance tests were conducted for customer satisfaction. Subsequently, structural equation modelling (SEM) was then employed to test the hypothesised relationships among the constructs, as postulated in the model. A total of twelve hypotheses were designed based on the review of the literature, out of which, nine were supported. The findings of this research revealed that technology related critical success factors (CSFs) significantly impact business process CSFs, privacy, trust, and customer satisfaction. It was also exposed that human related CSFs have a positive effect on business process CSFs. Further, it was revealed that privacy partially mediates the relationship between technology CSFs and trust. Similarly, the relationship between technology CSFs and customer satisfaction was also partially mediated by trust. Interestingly the findings also revealed that privacy has a direct positive effect on trust, whereas, trust has a direct positive effect on customer satisfaction. The findings of this research are valuable asset for the banking industry in Malaysia, especially those who are struggling to implement CRM successfully and also wish to enhance customer satisfaction. Academicians, practitioners, researchers, and policy-makers can also benefit from this research and its findings.

Critical Factors For Adoption Of Customer Relationship Management

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Author : Omar Hasan Salah
language : en
Publisher: Springer Nature
Release Date :

Critical Factors For Adoption Of Customer Relationship Management written by Omar Hasan Salah and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.

Critical Success Factors For Implementing Customer Relationship Management In South African Organisations

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Author : Thabo Kotoko Ezekiel Mokoto
language : en
Publisher:
Release Date : 2001

Critical Success Factors For Implementing Customer Relationship Management In South African Organisations written by Thabo Kotoko Ezekiel Mokoto and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Customer relations categories.