This study examined the impact of E-CRM on customer loyalty with mediating effect satisfaction in banking industry. Customer is important for because when customers are satisfied services offered by their service providers, relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ who were and analyzed structural eq...

In this day and age, customers are regarded as an article of trade. With the growth of Service Marketing, Customer Relationship Management (CRM) advanced and became popular in India. CRM became crucial to cope up with exceeding competitive global market. (CRM) in a bank bring about important phases such as incorporating the communication tools to meet the needs of customers, referring each cust...

Few researches have been conducted on customer relationship management (CRM) success but the antecedents are not clearly depicted. Besides, Literature on CRM in an integrated fashion is sparse, rather issues are presented in isolation mostly focusing on technology ignoring other organizational and extra-organizational issues like social capital and customer knowledge. Moreover, the mediating ro...

In today's highly competitive business world, customer relationship management (CRM) is emerging as a core marketing activity. Based investigation of the factors that influence the customers' willingness to engage in a relationship CWER and the customer relationship share (CRS), a conceptual model is derived by using theories taken from multi-disciplinary literature, including marketing, manage...

Customer Relationship Management has become the main interest of researchers and practitioners especially in the domains of Marketing and Information Systems (IS). This paper is an overview on success factors that could facilitate successful implementation of CRM.

Customer relationship management (CRM) can help organizations manage customer interactions more effectively to maintain competitiveness in the present economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they adopted CRM as a core business strategy and invested heavily. CRM, an integration of information technology and relatio...

Customer Relationship Management (CRM) is getting more and more a key strategy for companies big and small. Customer care strategy and CRM software go hand in hand. In particular SME’s need a CRM software that easily adapts to their customer care needs while still being low cost. In this paper I discuss the benefits of CRM for SME’s and their special requirements wrt. CRM software. Further, I i...

This study explores the moderating effect of technology acceptance on the relationship between customer relationship management (CRM) in terms of distribution and tailor-made functions and customer loyalty in the banking industry. The author uses LISREL two-group path analysis to find the variances between high and low technology acceptance. Data collected from the customers of nine retail bank...