Customer Relationship Marketing

Abstrak Mekanisme penetapan harga merupakan salah satu hal yang krusial bagi perusahaan untuk tetap menjaga keinginan konsumen untuk membeli. Peran harga tentunya perlu didukung aspek lain seperti customer relationship marketing sebagai upaya perusahaan dalam mendorong serta mempengaruhi konsumen untuk tetap berada pada jalur konsumen perusahaan. Kecenderungan konsumen untuk lebih selektif mengakibatkan perusahaan berusaha untuk meningkatkan peran hubungan dengan konsumen serta lebih kompetitif dalam menawarkan harga. Tujuan Penelitian ini adalah untuk mengetahui: 1. Gambaran harga, customer relationship marketing dan keputusan pembelian pada UD Sentral Jaya Pematangsiantar. 2. Pengaruh harga dan customer relationship marketing terhadap keputusan pembelian pada UD Sentral Jaya Pematangsiantar baik secara simultan maupun parsial. Hasil penelitian ini dapat disimpulkan bahwa: 1. Harga, customer relationship marketing dan keputusan pembelian sudah baik. 2. Terdapat pengaruh yang positif antara harga dan customer relationship marketing terhadap keputusan pembelian. 3. Terdapat hubungan yang sedang dan positif antara harga dan customer relationship marketing dengan keputusan pembelian. 4. Hipotesis H0 ditolak, artinya harga dan customer relationship marketing berpengaruh positif dan signifikan terhadap keputusan pembelian pada UD Sentral Jaya Pematangsiantar baik secara simultan maupun parsial. Abstract The pricing mechanism is one of the crucial things for companies to keep consumers' desire to buy. The role of price certainly needs to be supported by other aspects such as customer relationship marketing as the company's efforts to encourage and influence consumers to stay on the company's consumer path. The tendency of consumers to be more selective results in companies trying to increase the role of relationships with consumers and be more competitive in offering prices. The purpose of this study was to determine: 1. The description of prices, customer relationship marketing and purchasing decisions at UD Sentral Jaya Pematangsiantar. 2. The effect of price and customer relationship marketing on purchasing decisions at UD Sentral Jaya Pematangsiantar both simultaneously and partially. The results of this study can be concluded that: 1. Price, customer relationship marketing and purchasing decisions are good. 2. There is a positive influence between price and customer relationship marketing on purchasing decisions. 3. There is a moderate and positive relationship between price and customer relationship marketing with purchasing decisions. 4. Hypothesis H0 is rejected, meaning that price and customer relationship marketing have a positive and significant effect on purchasing decisions at UD Sentral Jaya Pematangsiantar both simultaneously and partially.

Due to the increasing competition among restaurant business in Malaysia, there is a critical need to understand the factors that may influence customers' satisfaction. Therefore, the aim of this research is to investigate the relationships among food quality, service quality, physical environment and customer satisfaction in Thai dining restaurant in Malaysia. Data are collected from customers of Thai dining restaurant located in Malaysia via a self-administered questionnaire. A total of 313 completed questionnaires are used in the analysis, which was tested using SPSS. The multiple regression analysis in this study revealed that food quality, service quality and physical environment had a signifi fcant role in infl fluencing customer satisfaction. The food quality is the most important factor which impacts on customer's satisfaction followed by physical environment and service quality respectively. The findings of this study provide useful insight for Thai dining restaurant manager to develop effective strategies in order to customers' satisfaction as followed. First, since food quality was found to be the most important factors as a predictor of the customers' satisfaction in Thai dining restaurant. The managers must pay attention to the food quality [1]

Purpose – The purpose of this paper is to develop a multi-item scale for measuring the customer
relationship management effectiveness (CRME) in Indian retail banks and to examine its relationship
with key customer response variable.
Design/methodology/approach – This research adopts two different studies to develop and
validate the scale for CRME. In study 1, responses obtained from 197 Indian retail banking customers
were used to identify key dimensions of CRME. In study 2, nomological validity for the CRME scale
was provided using a new sample of 261 actual bank customers. Furthermore, the relationship
between CRME dimensions and customer behavioral outcomes such as customer satisfaction, loyalty
and cross-buying were examined.
Findings – The results of factor analyses revealed five dimensions for CRME, namely, organizational
commitment, customer experience, process-driven approach, reliability and technology-orientation.
Organizational commitment, process-driven approach and reliability were found to positively affect
customer satisfaction. Reliability was found to have direct association with customer loyalty and both
customer satisfaction and loyalty-influenced cross-buying.
Research limitations/implications – The identification of the dimension will help bank managers
to implement an effective customer relationship management (CRM) that enhances customer
satisfaction, loyalty and provides opportunities for banks to cross-sell other related and unrelated
products to its customers.
Originality/value – This paper provides a robust scale for measuring CRME in the Indian banking
context. It examines the relationship between CRM efforts and relational outcomes of satisfaction,
loyalty and cross-buying.

The paper is review of relationship marketing strategies prevalent in Banking Sector. In this era of mature and intense competitive pressures, it is imperativethat banks maintain a loyal customer base. Nowadays, banks realize the importance ofRelationship Marketing. Relationship marketing offers benefits to the banks, customers as wellas employees of the organization. Relationship Marketing gives the banks way to developmutually beneficial and valuable long term relationships. These long term relationships arefurther helping banks in reducing operating cost and attracting new customers.

This paper examines the effects of customer relationship marketing on bank performance in Nigeria. The research addresses the major problem associated with the adoption of customer relationship marketing by Nigerian banks which eventually exposes banks and customers to intense competition. The study was carried out in Ojo Local Government Area of Lagos State, Nigeria and it was targeted a population of 150 employees and customers of selected banks. Survey research method was used and data from the study were drawn from both primary and secondary sources. A sample size comprising 50 employees and customers were selected using stratified sampling technique and random sampling techniques. Quantitative data from the study was analyzed through descriptive statistics. The result indicates that customer relationship marketing is an effective tool to measure banks performance. The finding also shows that CRM helps in increasing banks profitability and enhances improvement in banks market sh...

Under modern conditions of globalization nowadays, economic activity is undergoing changes. Innovative technologies, new forms of business, dynamic changes taking place in the world today result in the emergence of the necessity to minimize risks in order to maximize benefits. The cooperation between experts from different fields with the aim to ensure sustainable growth – policymakers, scientists, universities representatives and business elites is essential nowadays. With the purpose to bring them together and discuss the main issues of todays’ global world this conference took place in Ternopil, Ukraine. As Ukraine is now passing through a dynamic period of changes, recommendations coming up from such discussions can be very beneficial for building stronger society and meet the risks globalization brings up. This monograph provides a useful review of economic, financial and policy issues in the context of globalization processes and has proven extremely popular with practitioners...

Perkembangan teknologi di Era Revolusi Industri 4.0 berkembang pesat sehingga banyak aspek yang harus mengikuti langkah perubahan dari teknologi itu sendiri. Seiring dengan perkembangan teknologi, hal yang cukup vital yang dimana harus mengikuti perkembangan itu sendiri adalah bidang pemasaran yang dimana banyak perkembangan strategi dalam memasarkan produk barang atau jasa itu sendiri. Pada makalah ini akan dibahas strategi pemasaran baik yang akan dilakukan ataupun sudah dilakukan pada revolusi industri 4.0 yang akan berdampak pada hubungan dengan konsumer atau biasa dikenal dengan Customer Relationship Marketing (CRM) apakah itu secara daring (E-CRM) ataupun non daring sehingga pelaku usaha ataupun perusahaan dapat memahami apa yang dibutuhkan konsumer atau pelanggan di era revolusi industry 4.0.

Keywords: Revolusi Industri 4.0, Strategi Pemasaran, Customer Relationship Marketing

Under modern conditions of globalization nowadays, economic activity is undergoing changes. Innovative technologies, new forms of business, dynamic changes taking place in the world today result in the emergence of the necessity to minimize risks in order to maximize benefits. The cooperation between experts from different fields with the aim to ensure sustainable growth – policymakers, scientists, universities representatives and business elites is essential nowadays. With the purpose to bring them together and discuss the main issues of todays’ global world this conference took place in Ternopil, Ukraine. As Ukraine is now passing through a dynamic period of changes, recommendations coming up from such discussions can be very beneficial for building stronger society and meet the risks globalization brings up. This monograph provides a useful review of economic, financial and policy issues in the context of globalization processes and has proven extremely popular with practitioners...

The business model of yesterday supported mass marketing, mass production and standardized products and services. But companies will fail in the competition battle if they continue to rely on this old marketing concept. Today, businesses and consumers are coping with choice by selecting key partners with whom they will enter into relationships for large portions of their supply needs. The first two chapters of the book make an overview of the relationship marketing paradigm development and presents the classification of the various relationships. Chapters three and five contain the strategies for client retention and development and the possible organizational structures in the companies applying relationship marketing. The fourth chapter is devoted to the effect measurement of relationship marketing and the possible metrics. Chapters 6, 7 and 8 contain information about CRM, CRM system and the social networks and Relationship marketing through internet. As web marketing is gaining more importance the book discusses the management of the relationship cycle and the means and techniques for contact individualization as well as the metrics for client retention and return on investments in loyalty. As relationships in network and strategic alliances have a significant presence on the global market, the book discusses both topics too.
The last chapter presents different cases for best practices in relationship marketing of Bulgarian and international companies operating on the Bulgarian market. 235  pages

Under modern conditions of globalization nowadays, economic activity is undergoing changes. Innovative technologies, new forms of business, dynamic changes taking place in the world today result in the emergence of the necessity to minimize risks in order to maximize benefits. The cooperation between experts from different fields with the aim to ensure sustainable growth – policymakers, scientists, universities representatives and business elites is essential nowadays. With the purpose to bring them together and discuss the main issues of todays’ global world this conference took place in Ternopil, Ukraine. As Ukraine is now passing through a dynamic period of changes, recommendations coming up from such discussions can be very beneficial for building stronger society and meet the risks globalization brings up. This monograph provides a useful review of economic, financial and policy issues in the context of globalization processes and has proven extremely popular with practitioners...

When the company has expended their marketing online,
it means the company is ready to sell product and service
across cities and the world. Online marketing also leads
to  reduced interaction between seller and buyer directly
(face-to-face meetings). Therefore, company needs to
well establish their relationships with customers through
the Internet network. By establishing a good relationship
through intensive communication provides a great
opportunity to the interests of sellers and buyers. This
study aims to determine the effect of customer
relationship marketing (CRM) which divided into four
dimensions of trust, commitment, communication, and
conflict handling on customer satisfaction on the sound
system service company. This research is quantitative
descriptive research and the method of this research is
using multiple linear regression analysis. The population
in this research are the customers who have ever used the
services of sound system services company in Medan
with samples as much as 60 respondents. The results
show that simultaneously customer relationship
marketing influence customer satisfaction of sound
system services company, in this model communication
give negative and significant impact on customer
satisfaction.

The primary problem leading to this study is the limited empirical knowledge on non-formal education SMBs or known more as ‗courses' in Indonesia and especially in Jakarta Province. This makes the adapted theories and their successful implementation difficult to developt. The paper implores three specific problems: reputation of courses and the impact of customer value (CV) as well as customer relationship (CR) factors on it. The issued and endorsed General Agreement of Trade in Services (GATS) in 1995, followed by law No. 25 of 2005 issued by the government of Indonesia and the Presidential Degree No. 76 and 76 of 2007 established the non-formal education as one of the business fields open for investment without condition. Combined with the high population density in Jakarta and the 102.6 million people of school age population in Indonesia making courses as a very lucrative business and of high level competition. The specific goals and contributions of the research include: (1) identifying customers' perception on customer value of courses in Jakarta (2) identifying customers' perception on customer relationship of courses in Jakarta (3) identifying customers' perception on reputation of courses in Jakarta, and (4) analyzing the effect of customer value and customer relationship on reputation of courses in Jakarta. The research methods used are explanatory and descriptive surveys using simple random sampling technique for pulling sample. The data collecting technique used are literature studies, observations, and questionnaires. The result of the collected data with the primary data source was received in form of number of sample of 135 respondents, in this case were students of courses in Jakarta. The findings are: (1) Customer value perceived as average by customer (2) Customer relationship perceived as average by customer, while (3) Reputation perceived as above than average by customer, (4) The path analysis showed that customer value and customer relationship together have an influence on Reputation of courses in Jakarta, while individually, customer value have no significant effect on reputation of courses in Jakarta.

Once relegated to a seat on the back of the marketing bus, Customer-Advocacy Marketing is suddenly the talk of the town. Marketers have finally realized that their company and product stories lie not with slick branding and messaging campaigns but in
the trenches where their customers toil every day. It resides with those who rely on their solutions to run their businesses, those on the front lines, selling and servicing customer day in and day out. But finding and uncovering those customer stories is not an easy undertaking. Indeed, Customer-Advocacy Marketing must consider a breadth of different issues when building out programs and initiatives. The days of Customer Marketing 1.0—and even 2.0—when the function primarily revolved around meeting tactical requirements from sales, PR, AR, and product marketing are gone.