TAILIEUCHUNG - Effect of customer relationship management on customer satisfaction and loyalty

In this study we look for various factors that are necessary for an effective CRM. In this research, we concentrate on these issues that are fetching importance to higher level officials in an organization: is there a relationship between CRM with customer satisfaction and loyalty in Indian organizations? | Effect of customer relationship management on customer satisfaction and loyalty International Journal of Management INTERNATIONAL IJM ISSN 0976 JOURNAL 6502 Print ISSN 0976 IJM OF MANAGEMENT - 6510 Online Volume 6 Issue 5 May 2015 pp. 01-07 IAEME ISSN 0976-6502 Print ISSN 0976-6510 Online IJM Volume 6 Issue 5 May 2015 pp. 01-07 IAEME http IAEME Journal Impact Factor 2015 Calculated by GISI EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER SATISFACTION AND LOYALTY Dr. E. B. KHEDKAR Dean Faculty of Management Sciences Savitribai Phule Pune University Formerly University of Pune amp Director D Y Patil Institute of Management Charholi Lohegaon Pune. ABSTRACT The Customer Relationship Management CRM is the highly valued in market for existing and current customers. In this research we explore the effect of CRM on factors such as customer satisfaction and customer loyalty. Since CRM is defined as an important key in business among companies to maintain and increase their customers base. In this study we look for various factors that are necessary for an effective CRM. In this research we concentrate on these issues that are fetching importance to higher level officials in an organization is there a relationship between CRM with customer satisfaction and loyalty in Indian organizations If so then how we can relate CRM with customer satisfaction and loyalty With globalization industries are growing rapidly and with ever growing industries competition is also increasing. Further with appropriate statistical analysis the hypotheses framed in this study is validated and the results shows high positive correlation among the variables considered for the study. Keywords Customer Relationship Management CRM Customer Satisfaction Customer Loyalty. INTRODUCTION In 1980s the concept of Direct Marketing was greatly dependent on customer databases that were available with the organization. The concept of relationship centric .

• Quản trị kinh doanh
• Customer satisfaction and loyalty
• Customer Relationship Management
• High positive correlation
• Concept of Direct Marketing
• Relationship centric marketing
• The effect of employees’ customer orientation
• Customer loyalty through the mediating role of customer satisfaction
• Customer loyalty through the mediating role of service quality
• The United Arab Emirates
• Structural Equation Modelling
• Dubai Primary Healthcare Services
• Micro banking image
• Customer satisfaction as a mediation between micro banking image
• Customer relationship and customer loyalty
• Micro enterprises lies
• Con sumer loyalty
• Customer loyalty
• Customer satisfaction
• Relationship between service quality
• Price perception
• Brand image of face cream
• Loyalty intention of the customer
• Customer satisfaction and loyalty intention
• View of the customers
• Customer satisfaction and customer loyalty
• Upgradation of the local economy
• Level of satisfaction
• Dimensions of service quality
• Proliferation of information
• Relationship among e banking service quality
• E banking sector in Vietnam
• Service quality
• Telecommunication industry of Laos
• Telecommunication companies
• Islamic Banks in Palestine
• Structural equation modeling
• Role of PAKSERV model
• Banking industry of Palestine
• Brand image
• Mobile telecommunication industry
• Managing customer service satisfaction
• Marketing practitioners and academics
• Topic of vast
• Customer behavior and firm performance
• LOYALTY AND TRUST
• Tạp chí khoa học
• Online travel agency
• Website quality
• Influence of product assortment
• Instore customer service
• Home delivery on customer satisfaction
• INCREASING STORE LOYALTY
• STORE LOYALTY AND PATRONAGE
• The impact of quality of services
• Satisfaction on customer loyalty
• The moderate role of switching costs
• Quality in Jordanian telecommunication
• Special economic zone authority
• Price satisfaction and service satisfaction
• Dimensions of services
• Five point Likert’s scale
• Success of the business
• Value producing entity
• Trust
• Switching cost
• Corporate image
• Customers loyalty
• Brand loyalty
• Online brand community
• Economic groups
• Quality of information
• Corporate social responsibility
• Non service related concept
• Perceived service quality
• Service related concept
• Retail banking sector
• giá trị khách hàng
• tạo ra giá trị
• quản trị marketing
• quản trị chiến lược
• Quản lý tiếp thị
• bán hàng
• kỹ năng
• Marketing management
• Lecture Marketing management
• Creating Long Term loyalty relationships
• Establishing value
• Measuring satisfaction
• Maximizing customer lifetime value
• Estimating lifetime value
• Event marketing
• Brand clues
• Brand experience
• Consumer behaviour
• Lecture Consumer behaviour
• Marketing strategy
• Postpurchase processes
• Consumer loyalty