The recognition technique is based on analysis of the so-called static and dynamic parameters. The author of the article provided a research [10] in which he shows the extended definition range of fuzzy element weight from interval [0; 1] to[.
Introduction
This chapter explores the implementation of customer relationship management (CRM) in Islamic banks through two components of organizational and technological factors. CRM is one of the solutions to solve the two common issues which are the low level of public awareness of Islamic banking products and the low level of Islamic financial education.
Literature review
- CRM definition
- Islamic banks development
- CRM and shariah compliance
- CRM components
Therefore, it is important to observe the practices of CRM in Islamic banks, which can be used as a reference to other banks. Lack of continuous commitment from top management can result in the failure of CRM implementations.
Methodology
80] Integration of the CRM system with the existing MIS system has a positive effect on customer satisfaction and efficiency. Based on past studies, the proposed CRM framework in Islamic banks is shown in Figure 1.
Discussion
8.45.5% of respondents agree that they store data derived from operational data, while 13.6% of them disagree with the statement. 45.4% of respondents agree that they provide our sales staff with adequate customer information, while 9% of them disagree with the statement.
Conclusion
An assessment of different perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon. Understanding the impact of customer relationship management efforts on customer retention and customer share development.
TOP 1%
Methodology
It also includes observations made and noted when customers receive goods ordered from online sellers. Secondary data analysis focuses on patterns or trends in the results, tracking progressions over time and looking for repetitions of certain results to build a case. Thus, this methodology included an analysis of surveys, reports and other publications related to customer satisfaction with online transactions.
It also involves analysis of reported cases of online transactions as reported by the Central Bank of Nigeria (CBN) in some of their published reported online transactions, especially online payments driving other online transactions.
Concepts of customer satisfaction
- Customer satisfaction and customer loyalty
Customer satisfaction is important because it is a way for a satisfied customer to tell other people about the organization's products. Customer satisfaction is the only sure bet to survive in the turbulent business environment and escape the cutthroat completion in the market. An empirical study [8] of the relationship between customer satisfaction and customer loyalty using the US Customer Satisfaction Index data and various customers, companies and industry indicators.
It further argues that the relationship between customer satisfaction and customer loyalty in Indian commercial vehicles.
Models of customer satisfaction
- The disconfirmation of expectation model
- The perceived performance model
- The rational expectations model
- The expectations-artifact model
- The attribution model
- Cognitive dissonance model
- The comparison level model
- The contrast model
- Kano model
The perceived performance model shows that expectations have a direct and positive effect on satisfaction due to the decisive role they play in the process of evaluating satisfaction [13]. The model also depicts that the stronger an expectation of a customer, in relation to the performance information, the greater the effect of expectations as a pivot in the process of satisfaction evaluation. The model shows that expectations have a positive effect on perceived performance - the capacity of customer expectation as a predictor of performance.
Applying these propositions to the relationship between an online retailer and a customer, we can say that expectations are the actual performance of an online retailer at the time of service delivery.
Customer engagement and customer satisfaction
- Customer engagement in advertising
- Customer engagement in marketing
- Customer engagement: the ICT perspective
- Necessities for customer engagement
- ICT and customer engagement
- Online retailing and transactions in Nigeria
High levels of customer engagement are the result of increased word-of-mouth referrals, testimonials and customer advocacy. In the near future, organizations that focus on customer engagement will be able to generate the most profit. With the advent of social media, customer engagement is widespread and can create value for a business.
Relationship between customer satisfaction and customer loyalty in commercial vehicle industry in India.
Methodology
- Different ways of sequencing
Analysis
- P1 condition phase
- P2 project initialization phase
- P3 (business) process analysis phase
- P4 requirement definition phase
- P5 analysis phase
- P6 market information phase
- P7 longlist phase .1 Other activities
- P8 evaluation phase .1 Other activities
- P9 selection phase
- P10 presentation phase
- P11 shortlist phase .1 Other activities
- P12 negotiation and contract phase
- P13 decision phase
A project sponsor is appointed by the management to give the project the necessary importance in the company. In the requirements definition phase, the requirements are determined, analyzed, defined and prioritized (business and technical overview). All CRM systems and CRM providers from the reduced long list are gathered in the list.
In the final phase, the most suitable system and the supplier or implementation partner are selected.
Conclusion
During the reference visits, the implementation project, the experience of the consultants in the industry and the ongoing support will be discussed.
Future work
Methodological Auswahl of CRM software (Ein Referenz- .. methodengestützten Beurteilung und Auswahl von Customer Relationship Management Informationssystemen) [dissertation]. Selection of our books indexed in the Book Citation Index in Web of Science™ Core Collection (BKCI). An ethical dimension strategic or of preferential election: in this case the value is like a conviction or a stable belief in time that a certain way of behavior, or an existential goal is personally or socially preferable to its opposite way of behavior or its contradictory existential purpose.
Values can be understood as strategic learning and relatively stable over time, which enable us to act and direct us to achieve our results.
Values and consumer behavior
- Personal values and consumer behavior
- Perceived values and consumer behavior
- Perceived values, preferences, and intentions of purchase
- Perceived values and attitudes in behavior of purchase and loyalty
The study of hedonic values begins in the late 1970s [35, 36] from the investigation about consumer motivations and their relationship with the symbolism of products [37]. Existing literature signals perceived value as an indicator of purchase intention [42] linking it in addition to attitude, preferences, purchase behavior and loyalty. This is a tradeoff between the perceived quality of the product and the corresponding sacrifice associated with obtaining it.
At the same time, perceived value is important because of the influence on consumer trust [39].
Values and e-consumer behavior 1 Values online
- Predict models of consumer behavior and values online
According to the theory of reasoned action, the attitude of the consumer affects the buying behavior of the same. Impulsive buying turns out to be a product of desires, wishes and motivations at the unconscious level of the consumer's being and conditioned by the ratio of the surroundings and his individual characteristics. Based on the theoretical basis of some of the postulates present in the cognitive theories of social psychology (attribution theories, cognitive dissonance theory and expectancy value theory), [67] it is possible to assume that electronic loyalty to a defined online store depends by the degree of fit/adjustment between the consumer's personal values and the organizational values perceived in the online store where the consumer develops his purchasing behaviors.
In this way, e-loyalty can be affected positively or negatively depending on the degree of conflict or the existence of congruence between the organizational values perceived by the consumer in the e-store and his personal values in any online shopping experience. .
Conclusions
In this regard, congruence and/or conflict between perceived organizational values and personal values can be produced during any one of the three phases that make up the purchase process (research of information, purchase and post-purchase process) and always generated from the relations of interaction between subject and the organization in the e-store. The appearance of conflict relationships between personal values and organizational values that are observed, in order to understand the conflict in this case, such as the degree of incongruence generated in the interactive way between personal values and the perceived values about the brand in the e-shop, would influence in a negative way to the intention to purchase in relation to the purchase, without offering possibilities to develop any type of loyalty to a particular business B2C through two components: such as a future preferred election of the e-shop and such as a repeat purchase [67]. In the same way, the predictive models that refer to the behavior of the online consumer have mostly chosen to include the attitude as one of the explanatory internal factors of purchase behavior and the online loyalty, to the detriment of the values.
This chapter also covers some of the key areas such as how customer relationship management and information technology play a key role in enabling firms to achieve their goals and targets.
Customer relationship management and IT
- Types of customers
- Legacy customer
- Hybrid customer
- Innovative customer
The reason I bring this example is to list different types of customers and how the CRM changes with these types. I believe there are three types of customers in general: (1) Legacy customer, (2) Hybrid customer, (3) Innovative customer. The challenge with this type of customer is that they want to follow older generation in certain aspects and new generation in certain aspects.
Such customers should be handled carefully as they are loyal customers and are ready to adopt new technologies according to the trend.
Levels of CSAT
- New paradigm in customer relationship management
- Role of IT in customer relationship
Millennials like quick responses, heavy load of features, discounts and one thing to note is that these customers do not compromise on price as long as it is feature rich. The reason is that it is the fundamental way to know, understand and connect with the consumer of your product or service. For example, IT is used in the automotive industry, finance, insurance, the food industry, textiles, pharmaceuticals, oil and natural gas, etc.
With IT revolution 4.0, information technology solutions with technologies such as IoT, AI, Machine Learning, Big Data, etc., and information is utilized to automate even certain household appliances such as refrigerators, microwave ovens (smart ovens), smart houses, smart offices [ 3], etc.
Major pitfalls in CRM implementations
I think all firms need to think something like this and find innovative ways to stay connected to their customer base. The customer information we receive during any product or service purchase experience is very important. It has been a nightmare in developing countries because firms keep buying this information from MNC companies and start calling people to sell their product or service.
In some other cases, companies collect information about the customers while purchasing products and come up with some deals like customers enter a raffle to get a free washing machine and customers will never find out who that winner is and are facts.
Best practices to improve customer relationship management While we discussed about major pitfalls in CRM implementations, there are
They can sell this information to companies like Target, Best Buy, Honda, Nike, etc. because they know your basic personally identifiable information from this exercise. Some other pitfalls of CRM implementations are that some companies insist on contacting customers every other week or once a month, some companies do not connect with their new customers to understand their experience to buy the same product next time, resulting in return client. I believe that banks, insurance companies, healthcare providers like diagnostic centers abuse this information at least in emerging markets by harassing customers or overwhelming them with texts, phone calls, emails, etc.
Make sure the CRM tools [5] or applications you build for your products capture the right information to build a new customer base, retain existing customers, solve loyal customer problems, and provide the best customer experience throughout the product or service lifecycle.
Conclusions
