Implementation Of A Customer Relationship Management Strategy To Enhance Customer Satisfaction In The Retail Selling Industry

Author : Silvia Stamenova
Publisher : GRIN Verlag
Page : 31 pages
File Size : 41,5 Mb
Release : 2018-01-12
Category : Business & Economics
ISBN : 9783668610514

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Implementation of a customer relationship management strategy to enhance customer satisfaction in the retail selling industry by Silvia Stamenova Pdf

Case Study from the year 2017 in the subject Business economics - Customer Relationship Management, CRM, grade: 4.50, University of East London, language: English, abstract: The research questions posed in this paper relate to the following: What strategies need to be established in order for Sainsbury to develop close connection with its customers? What is their efficacy in the implementation of a CRM strategy? What are the future opportunities, standing in front of the retail seller? In this regards, the methodology used will be mainly quantitative. In its essence the quantitative research focuses on the numbers. Its basic aim is to measure quantity or amount and compare it with past records; the latter is all done with the aim to project for the future. In addition, the collection of data required was done by distributing the questionnaires to the visitors of Sainsbury, Beckton. The respondents to the questionnaire were chosen at random. However, the primary focus of the research was on shoppers aged 25-60 years of age. This resulted in 40 key informants who agreed to participate and fill in the previously designed questionnaire, containing closed, as well as open-ended questions and having a section for recommendations and personal opinions. However, the major hindrances, standing in front of the research are the low level of response rate, literary bias and the fact that the research is focused on only one shop. Simply put, the researcher's expectation about the response rate of the survey was at about 35%.

Author : A. Martin David,R. Mary Sophia Chitra
Publisher : Shanlax Publications
Page : 448 pages
File Size : 41,6 Mb
Release : 2024-06-30
Category : Business & Economics
ISBN : 9788196866372

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International Conference on Commerce and Management in the Digital Age: Trends, Challenges & Innovations by A. Martin David,R. Mary Sophia Chitra Pdf

This book contains the collection of articles from the International Conference on "Commerce and Management in the Digital Age: Trends, Challenges & Innovation" held on January 5th and 6th, 2024. This distinguished event was meticulously organized by the School of Commerce at The American College, Madurai, Tamil Nadu, India.

Author : Dr. Padmakar Shahare I Dr Ajay Pethe I Dr. Mukul Burghate
Publisher : mukul burghate
Page : 83 pages
File Size : 40,9 Mb
Release : 2024-06-30
Category : Computers
ISBN : 9798353494225

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Management Information Systems : Made Easy by Dr. Padmakar Shahare I Dr Ajay Pethe I Dr. Mukul Burghate Pdf

Rapid globalization coupled with the growth of the Internet and Information Technology (IT) has led toa complete transformation in the way businesses or organizations function today. This has not only affectedthe management culture but has also led to an increase in competition in terms of markets and resources.Businesses have become more customer-driven and e-business is gaining popularity. Traditional means ofcommunication/correspondence have given way to online dealings, e-mails and chats. With such a radicalshift in the approach to doing business, came the need for specialized systems to handle the variousdepartments and functions in an organization.Management Information System or MIS is an organized and well-structured system used by organizationsfor the collection, storage, processing and dissemination of data in the form of information that facilitatesthe smooth functioning of the organization. Management information systems involve three primaryresources: people, technology and information or decision-making.It is in this context, a textbook on introduction to the subject of MIS is presented to the students ofManagement program. The book contains the syllabus from basics of the subjects going into the intricaciesof the subjects. All the concepts have been explained with relevant examples and diagrams to make itinteresting for the readers.An attempt is made here by the experts to assist the students by way of providing case based studymaterial as per the curriculum with non-commercial considerations. However, it is implicit that these areexam-oriented Study Material and students are advised to attend regular class room classes in theInstitute and utilize reference books available in the library for In-depth knowledge.We owe to many websites and their free contents; we would like to specially acknowledge contents ofwebsite www.wikipedia.com and various authors whose writings formed the basis for this book. Weacknowledge our thanks to them.At the end we would like to say that there is always a room for improvement in whatever we do. We wouldappreciate any suggestions regarding this study material from the readers so that the contents can be mademore interesting and meaningful. Readers can email their queries and doubts to our authors [email protected] shall be glad to help you immediately. Authors: Dr. Padmakar Shahare I Dr Ajay Pethe I Dr. Mukul Burghate

Author : AHMAD FARABI; SHARIFAH NABILAH SYED SALLEH; QURROH.,Ahmad Farabi
Publisher : Springer Nature
Page : 301 pages
File Size : 47,8 Mb
Release : 2024
Category : Electronic
ISBN : 9789464633948

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Proceedings of the International Conference on Business, Management, Accounting and Sustainable Economy (ICBMASE 2023) by AHMAD FARABI; SHARIFAH NABILAH SYED SALLEH; QURROH.,Ahmad Farabi Pdf

Author : Chaturvedi
Publisher : Excel Books India
Page : 222 pages
File Size : 40,7 Mb
Release : 2006-03-30
Category : Business & Economics
ISBN : 8174464565

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Customer Relationship Management by Chaturvedi Pdf

About the Book: Customer Relationship Management CRM was born in the 1990s in the West. In the initial phases, the over enthusiastic businesses invested almost US$ 400 billion. But, the very same businesses were disheartened very soon primarily because there were no * visible. And, there were no quick results mainly because 80 per cent of the investments were made in technology. 'CRM' meant 'technology' to them then; 'CRM' means 'technology' to them even today. However, no business need bother so long as it is ready to go by the 'human' aspect of CRM, and take technology only as a facilitator. This book is an attempt to present this 'human' side of CRM. The authors' belief is that, in the long-term, CRM can be successful only due to its 'human' face. The book is arranged in three Parts. Part I, Customer Relationship Management, contains the academic inputs titled as Customer is King, Customer Managed Relationships MINI-Marketing, Types of CRM, Building Blocks of CRM & CRM Strategies, Customer Relationship Management by Indian Firms, Customer Retention Strategies, HRM in CRM, and Implementing a Technology-based CRM Solution. Part II, Call Centre Management, covers the areas concerning the working of a call centre titled as The Call Centre, Call Centre Functionality, Team Building, Customer Relationship Management, Web-based Customer Support, and Contact Centre Glossary. Part III, Cases, gives a first-hand idea of the working of CRM in the more peculiar contexts, like public sector undertakings through five well documented cases. Contents Part I: Customer Relationship Management, Customer is King, Customer Managed Relationships-Mini-Marketing, Types of CRM, Building Blocks of CRM & CRM Strategy, Customer Relationship Management by Indian Firms, Customer Retention Strategies, HRM in CRM, Implementing a Technology-based CRM Solution, Future Trends in CRM Part II: Call Centre Management, The Call Centre, Call Centre Functionality, Team Building, Customer Relatio

Author : Francis Buttle
Publisher : Routledge
Page : 495 pages
File Size : 47,8 Mb
Release : 2009
Category : Business & Economics
ISBN : 9781856175227

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Customer Relationship Management by Francis Buttle Pdf

This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.

Author : S. SHANMUGASUNDARAM
Publisher : PHI Learning Pvt. Ltd.
Page : 229 pages
File Size : 51,6 Mb
Release : 2008-04-15
Category : Business & Economics
ISBN : 9788120333260

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CUSTOMER RELATIONSHIP MANAGEMENT by S. SHANMUGASUNDARAM Pdf

Customer Relationship Management (CRM) is a modern approach to marketing. It focuses on the individual consumer. Customer is the ‘king’, therefore, the products and services have to be offered in such a way that they suit the needs and preferences of the customer. This comprehensive and easy-to-read text deals with the formulation of methodologies and tools that help business organizations to manage critical customer relationships by supporting all customer-centric processes within an enterprise, including marketing, sales and customer support. In addition, the book emphasizes managing opportunity for optimum productivity, coordinating the specialized activities of multi-functional teams, developing and retaining corporate knowledge and completing complex multi-step processes in a timely and efficient manner. This text is intended for the students of masters in business administration (MBA) and those pursuing postgraduate diploma in marketing management (PGDMM). Besides, the book should prove to be a useful reference for marketing professionals. KEY FEATURES  Covers various dimensions of CRM with several case studies.  Includes the modern concept—e-CRM.  Incorporates deep study of research oriented topics.

Author : Naim, Arshi,Kautish, Sandeep Kumar
Publisher : IGI Global
Page : 383 pages
File Size : 47,8 Mb
Release : 2022-06-30
Category : Business & Economics
ISBN : 9781668453889

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Building a Brand Image Through Electronic Customer Relationship Management by Naim, Arshi,Kautish, Sandeep Kumar Pdf

Effective e-customer relationship management is imperative for increasing customer satisfaction, online sales, website patronage, loyalty, and retention. To understand exactly how this business strategy can be applied to enhance business operations, further study on its various benefits, opportunities, and challenges is required. Building a Brand Image Through Electronic Customer Relationship Management develops electronic customer relationship management strategies for achieving customer satisfaction and explains the concepts and uses of electronic customer relationship management to meet strategic objectives, improve customer loyalty, and build brand image. Covering topics such as marketing, brand equity, customer loyalty, and social media, this reference work is ideal for business owners, managers, entrepreneurs, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.

Author : Namchul Shin
Publisher : IGI Global
Page : 354 pages
File Size : 51,7 Mb
Release : 2005-01-01
Category : Computers
ISBN : 9781591404194

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Strategies for Generating E-business Returns on Investment by Namchul Shin Pdf

E-business applications such as supply chain management & customer relations management improve transaction efficiency & scope, & function as effective marketing tools, but it is hard to capture such benfits as economic value or profits. This volume examines how the difficulty might be overcome.

Author : Roger J. Baran,Robert J. Galka
Publisher : Taylor & Francis
Page : 450 pages
File Size : 41,8 Mb
Release : 2016-12-08
Category : Business & Economics
ISBN : 9781317419334

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Customer Relationship Management by Roger J. Baran,Robert J. Galka Pdf

This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.

Author : Nas?r, Süphan
Publisher : IGI Global
Page : 322 pages
File Size : 52,7 Mb
Release : 2015-03-31
Category : Business & Economics
ISBN : 9781466682320

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Customer Relationship Management Strategies in the Digital Era by Nas?r, Süphan Pdf

In today’s global economy, social media and technological advances have changed the way businesses interact with their clientele. With new forms of communication and IT practices, companies seek innovative practices for maintaining their consumer loyalty. Customer Relationship Management Strategies in the Digital Era blends the literature from the fields of marketing and information technology in an effort to examine the effect that technological advances have on the interaction between companies and their customers Through chapters and case studies, this publication discusses the importance of achieving competitive advantage through implementing relationship marketing practices and becoming consumer-centric. This publication is an essential reference source for researchers, professionals, managers, and upper level students interested in understanding customer loyalty in a technology-focused society.

Author : Singh, Surabhi
Publisher : IGI Global
Page : 289 pages
File Size : 42,7 Mb
Release : 2021-10-15
Category : Business & Economics
ISBN : 9781799879619

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Adoption and Implementation of AI in Customer Relationship Management by Singh, Surabhi Pdf

Integration of artificial intelligence (AI) into customer relationship management (CRM) automates the sales, marketing, and services in organizations. An AI-powered CRM is capable of learning from past decisions and historical patterns to score the best leads for sales. AI will also be able to predict future customer behavior. These tactics lead to better and more effective marketing strategies and increases the scope of customer services, which allow businesses to build healthier relationships with their consumer base. Adoption and Implementation of AI in Customer Relationship Management is a critical reference source that informs readers about the transformations that AI-powered CRM can bring to organizations in order to build better services that create more productive relationships. This book uses the experience of past decisions and historical patterns to discuss the ways in which AI and CRM lead to better analytics and better decisions. Discussing topics such as personalization, quality of services, and CRM in the context of diverse industries, this book is an important resource for marketers, brand managers, IT specialists, sales specialists, managers, students, researchers, professors, academicians, and stakeholders.

Author : Rajagopal, Dr.
Publisher : IGI Global
Page : 372 pages
File Size : 51,5 Mb
Release : 2009-03-31
Category : Business & Economics
ISBN : 9781605662497

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Information Communication Technologies and Globalization of Retailing Applications by Rajagopal, Dr. Pdf

"This book critically examines the synergy of technology use and conventional wisdom in retailing and explores contemporary changes determining higher customer value,"--Provided by publisher.

Author : V. Kumar,Werner Reinartz
Publisher : Springer
Page : 411 pages
File Size : 44,9 Mb
Release : 2018-05-15
Category : Business & Economics
ISBN : 9783662553817

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Customer Relationship Management by V. Kumar,Werner Reinartz Pdf

This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.

Author : Subba Rao Chaganti
Publisher : BSP Books
Page : 1301 pages
File Size : 52,6 Mb
Release : 2024-05-08
Category : Business & Economics
ISBN : 9788197252013

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A to Z of Pharmaceutical Marketing Worlds Voulme 1 by Subba Rao Chaganti Pdf

Unveiling the Alchemy of Pharma Marketing: Why You Need the A to Z of Pharmaceutical Marketing, the World’s First-and-Only Enclopedia? Pharma marketing thrives in a complex ecosystem, demanding constant navigation through scientific frontiers, regulatory labyrinths, and stakeholder whisperings. In this intricate dance, knowledge is your elixir, and the A to Z of Pharmaceutical Marketing is your alchemist’s handbook. Here’s why it is indispensable for every pharma marketer: 1. Master the Maze: From A to Z, Your Compass is Ready. No more drowning in information overload. This encyclopedia unlocks a treasure trove of 1,464 entries, from “A/B Testing to ZMOT,” each meticulously crafted to illuminate every facet of the pharmaceutical marketing world. 2. Sharpen Your Edge: Demystifying the Nuances of Today’s Pharma Landscape. The industry is in constant flux, and staying ahead of the curve is a constant battle. The A to Z arms you with the latest trends, regulations, and ethical considerations. It’s the power to predict, adapt, and lead the change. 3. Elevate Your Game: From Novice to Maestro, Craft Winning Strategies. Knowledge is power, but application is mastery. The A to Z goes beyond theory, offering practical tips and expert insights to fuel strategic thinking. The A to Z of Pharmaceutical Marketing is more than just a book; it’s a game changer. It’s the ultimate reference and the strategic advisor you need to excel in this dynamic industry. Invest in your knowledge and your future. Remember, in pharma marketing, knowledge is not just power; it’s the potion that turns potential into success.