crm in retail research paper

The retailer and customer relationship is favourable for organizations to flourish in any economic condition and for customers to receive quality products and services. Therefore, the right Customer Relationship Management Strategies practiced is able to create a strong relationship with customers and at the end of the day it will creates loyal customers. This will subsequently increase company's profitability regardless of economic condition. This study was conducted to examine the CRM strategies practices among retailers. A total number of 420 questionnaires were distributed to four selected retail companies in Shah Alam and 304 (72%) questionnaires were returned and used for the analysis. Based on the findings, it was found that Operational Excellence is the most effective CRM Strategies that led to customer loyalty in retail industry in Shah Alam, Malaysia. Whereby, product leadership less used by the retailer in CRM strategies. The researcher believes that the customer felt that they need to trust the company first before they can really commit and be loyal to the company. The findings of this study benefit the organization in many ways such as by using this study as a guideline to conduct business to achieve organizational goals and at the end of the day, creating customer loyalty. However, future research should include other the retail companies in Selangor and other states in Malaysia.KeywordsCustomer Relationship Management; Operational Excellence; Product Leadership; Customer Intimacy; Customer; Trust; Customer Satisfaction; Customer Loyalty.
docxCRM in Indian Retail and its impact on Consumer Decision Making- A Case Study8 PagesUploaded byPanda AnjaliViews  connect to downloadREAD PAPERDownloadUploaded byPanda AnjaliLoading PreviewSorry, preview is currently unavailable. You can download the paper by clicking the button above.
PREVIOUS LITERATURE REVIEWS ON RM/CRM The RM literature has been reviewed from time to time by researchers (e.g., Ngai, 2005), who have analyzed CRM practices across industries. Verhoef et al. (2010) reviewed the state of CRM in data-rich multichannel environments confined to retailing. Das (2009) analyzed the RM literature and classified it into five schemas, namely, objectives; describing concepts; instruments ; issues; and industry-wide applications focusing on a variety of industries , ranging from advertising to travel, retail, airline, charity, automobile, banking, and so on.
docCRM IN RETAIL INDUSTRY7 PagesAuthorsT. Moharana + 1Tapas Ranjan MoharanaC. DashViews  connect to downloadREAD PAPERDownloadAuthorsT. Moharana + 1Tapas Ranjan MoharanaC. DashLoading PreviewSorry, preview is currently unavailable. You can download the paper by clicking the button above.