Despite the growing recognition of the critical role of post-sale service on the salesperson-customer relationship, few studies have explored how salesperson service behaviors (SSB) are enhanced ...through tools such as sales-based customer relationship management (CRM) technology and social media. Using dyadic salesperson-customer data within a business-to-business context, this study analyzes the direct effects of sales-based CRM technology on the behaviors of diligence, information communication, inducements, empathy and sportsmanship. Additionally, the study examines the interactive effects of sales-based CRM technology and social media on these behaviors. The results indicate that sales-based CRM technology has a positive influence on SSBs and that salespeople using CRM technology in conjunction with social media are more likely to exhibit higher levels of SSBs than their counterparts with low social media technology use.
This paper tests the meta-analysis based unified theory of acceptance and use of technology (meta-UTAUT) model to predict the behavioral intentions of organizational users and their use behavior to ...artificial intelligence (AI) integrated customer relationship management (CRM) systems. Data was collected from 315 organizational users in India. The hypotheses draw on the theoretical underpinnings which have been statistically validated. Results show that CRM quality and satisfaction significantly influences an organization’s employees attitudes and intentions to use AI integrated CRM systems. The compatibility of CRM systems has, however, a limited impact on employees attitudes. The findings, which are aligned with the extended UTAUT model, provide useful insights into organizations and decision-makers for designing AI integrated CRM systems.
Contemporary perspectives on customer relationship management and the parent concept of customer management gathered momentum in the mid-1980 s and early 1990s. The advent of digital technologies, ...especially social media, have prompted a further evolution of the concept. As a result, today’s CRM systems must consider new measures, such as customer engagement and advocacy. Consequently, organisations’ social CRM activities and investments have consistently increased in part underpinned by the increased usage of these technologies by consumers. Through a systematic literature review and bibliometric analysis, we identify three main themes in which research in this area has focused on: (1) CRM and impact on performance, (2) social media capabilities and CRM, and (3) CRM processes and strategic use. We also identify future research avenues in the field derived from our analysis of the literature, emphasising the implications for consumer research.
Digital technology disrupted MICE industry during the COVID 19 pandemic. Due to rapid changes of customer behavior, business need to implement the concept of customer centric by using Customer ...Relationship Management (CRM) technology to improve business processes. Zoho CRM is one of CRM information system which include the capacities that can support MICE business. Results from the workshop in Overcoming Business Disruption with Digital Transformation reflexed that MICE professional together with the academics improved the background in CRM technology and cloud solutions as well as Zoho CRM. Participants agreed that Zoho CRM could implement to business easily. It also provides the features of data privacy and security due to the cloud-based system and the IoTs standard. This application can provide real-time processing and responding for business especially in the event professional perspective. Academics sector realized about data privacy and system's security rather than event professionals. Implementing Zoho CRM to business in MICE industry is valuable which can gain the competitive advantages on customer data centric. System is user-friendly and support business strategics when operating business in globalization era.
The expansion of Palembang's tourism industry increasingly has positive results. The numerous awards given to the city of Palembang and the rise in tourist numbers are evidence of this. This is ...influenced by CRM, whose application seeks to increase Customer Lifetime Value (Usage Quantity, Loyalty, Word of Mouth, and Purchase Intention). However, only some studies have examined the relationship between CRM, Relationship Quality and CLV (Usage Quantity, Loyalty, Word-of-Mouth, and Purchase Intention) in the hotel industry. Consequently, a model analysis is required to assist the hotel industry in identifying the relationship between Relationship Quality and CLV (Usage Quantity, Loyalty, Word of Mouth, and Purchase Intention) because of utilizing CRM. This research took the point of view as a customer to investigate the influence of CRM on RQ. Moreover, this research also test whether the RQ will influence CLV factors. To determine the impact of CRM on RQ and RQ on CLV in the hotel industry, this project use Structural Equation Modeling (SEM) approach. The result of this research is expected to help hotel management in Palembang improve their performance by knowing the relationship between all factors.
•We developed a conceptual model using the TOE framework to assess the antecedents of CRM adoption stages.•Data quality and integration, top management support and competitive pressure drive CRM ...evaluation and adoption.•Technology competence and CRM evaluation also drives CRM adoption whereas competitive pressure inhibits it.•Competitive pressure and CRM adoption positively influence CRM routinization.•Noticeable, each included construct influences every CRM adoption stage differently.
Despite the considerable benefits of CRM, there is a paucity of research considering CRM adoption stages (evaluation, adoption, and routinization). Thus, we developed a conceptual model using the technology-organisation-environment (TOE) framework to examine the antecedents that affect CRM adoption stages in firms. We used partial least squares structural equation modelling (PLS-SEM) with data from 277 firms to test the conceptual model. Data quality and integration, top management support and competitive pressure positively influence CRM evaluation. Technology competence, data quality and integration, top management support and CRM evaluation positively influence CRM adoption. However competitive pressure negatively affects CRM adoption. Finally, competitive pressure and CRM adoption positively influence CRM routinization. Interestingly, each included construct influences every CRM adoption stage differently.
The emergence of big data brings a new wave of Customer Relationship Management (CRM)’s strategies in supporting personalization and customization of sales, services and customer services. CRM needs ...big data for better customers experiences especially personalization and customization of services. Big data is a popular term used to describe data that is volume, velocity, variety, veracity, and value of data both structured and unstructured. Big data requires new tools and techniques to capture, store and analyse it and is used to improve decision making for enhancing customer management. The aim of the research is to examine big data for CRM’s scenario. The method of collection of data for this study was literature review and thematic analysis from recent studies. The study reveals that CRM with big data has enabled business to become more aggressive in term of marketing strategy like push notification through smartphone to their potential target audiences.
Cause-related Marketing (CRM) strategies have been widely implemented by numerous brands in their communication with customers through advertisements. This research employs four quasi-experimental ...studies to understand how brands and cause related variables interact to impact attitude towards advertisements and brands. Study I (n = 623) seek to understand the influence of brand related variables, namely, brand familiarity, brand importance, and brand association on the attitude towards advertisements and brands. Study II (n = 722) shows the moderating effect of advertisement type (CRM vs non-CRM) on the relationships connecting branding variables to advertisement and brand attitude. In Study III (n = 637), the effect of cause related dimension, namely, cause familiarity, cause importance, and cause brand fit on the attitude towards advertisement and brands is studied. Finally, study IV (n = 549) shows the interaction effect of brand and cause related dimensions on the attitude towards advertisements and brands. Results indicate cause brand fit to be the most significant variable affecting attitudes followed by brand association, brand importance, and cause importance. Cause importance also interacted with brand importance and brand association to cause a positive and negative magnifying effect on the advertisement attitudes respectively.
The rapid development of technology and social media requires companies to innovate in CRM management. The result of innovation from CRM with social media integration is also called Social CRM. The ...implementation of Social CRM is carried out to increase Strategic and Operational benefits obtained from using CRM. However, only a few studies explain the relationship between Social CRM and hospitals. That is why model analysis research is needed to help hospitals determine the Social CRM factors influencing the Strategic and Operational advantages of using Social CRM. At the same time, this study can be used to generate a recommendation to improve the operational and strategic benefits received from implementing Social CRM. This study describes a conceptual model to assess the relationship between social CRM implementation factors and Strategic and Operational Benefits. That way, the hospital can find out the relationship between the variables. The results showed there are eight variables, seven hypotheses, and 32 indicators that hospitals can use as a reference for increasing Strategic and Operational Benefits from using social CRM. Other studies can use these model elaboration steps to implement a conceptual model into a Structural model.
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