67, No. The f-statistics of 41.173 reveals that the model is statistically significant at 0.05 significant level. Customer Relationship Management methodologies. From the basic roles of relationship marketing, the thesis will show the role of customer satisfaction, customer retention and the effect of customer defection, which will ultimately result in customer loyalty. The sampling technique used was non probability sampling technique. It aims to help organizations build individual customer relationships in such a way that both the firm and the customer get the most out of the exchange, providing both parties with long term benefits. The purpose of this thesis is to understand the impact of Customer Relationship Management on the customer loyalty. The researcher used convenience sampling method; …
Obviously, effectiveness in the present study was examined by measuring customer loyalty. 4 pp. Customer Relationship Management (CRM) is the strongest and the most efficient approach in maintaining and creating close relationships with customers in the service sectors including hotels. Moreover, effective CRM implementation will attain to as business intelligence or customer relationship management or customer experience management) has become a major factor in the corporate decision making and strategic planning processes. We describe the objectives of Customer Relationship Management (CRM) in Customer Retention which is very important for the survival of companies in today competitive environment. Customer Relationship Management is a computerized system for identifying, targeting, acquiring, and retaining the best mix of customers. 67 , No. It results in client’s retention, satisfaction and loyalty (Smith, 2006). The research was conducted among staff and members of Shekainah Sacco Ltd and USIU Sacco.
Companies may choose to apply different parts of customer relationship management to their businesses through technology and other means of communication with their customers, … 30 - 45 Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development, The Journal of Marketing, Vol. 4 pp. Consequently, improved satisfaction The benefits of customer retention and satisfaction are many, therefore companies eagerly tries to secure a significant customer base (Kumra, 2005). Impact of Customer Relationship Management on customer retention, loyalty and customer service By ACKNOWLEDGEMENT I would take this opportunity to thank my research supervisor, family and friends for their support and guidance without which this research would not have been possible. 71.7% of the variation in customer retention. The Effect of Customer Relationship Management (CRM) Concept Adoption on Customer Satisfaction – Customers Perspective The Case of Coastal Municipalities Water Utility CMWU- Rafah Branch by Zaidan A. Zaidan Dhman Supervisor: Dr. Rushdy Wady A thesis Submitted in Partial fulfillment of the requirements for the degree of Master of Business Administration 2011-1432 H … The research is focused on finding possible ways of retaining consumers and strengthening the loyalty of the company’s client base. The purpose of this thesis is study of Customer Relationship Management process in Customer Retention . It is simply about profiling customers, understanding their needs and creating lasting relationships. Today, “CUSTOMERS” are very important factors in companies management with the power to change their … Customer Relationship Management and Customer Retention - Ama Achiaa Kankam Boadu - Research Paper (postgraduate) - Business economics - Customer Relationship Management, CRM - Publish your bachelor's or master's thesis, dissertation, term paper or essay
Consequently, the reasons of customer defection and how to get customer satisfaction will be defined and applied for case company. brings in the concept of Customer Relationship Management. PDF | On Jan 30, 2018, Subhasish Das and others published The Impact of Customer Relationship Management (CRM) Practices on Customer Retention and the Mediating Effect of Customer … It was concluded that the effective satisfaction of customers will give room for customer retention. Recognition affect Customer Retention in Saccos and To establish the effect of Loyalty Programs on Customer Retention among Saccos.