Customer Relationship Management Practices of Megamart in the Kingdom of Bahrain

The study aims to assess Customer Relationship Management (CRM) practices of MegaMart in the Kingdom of Bahrain. In this research, to adequately address the research questions, a variety of data collection methods and instruments were used and done by conducting an empirical investigation into Customer Relationship Management (CRM), an adoption behavior of 15 branches of MegaMart in the Kingdom of Bahrain. The purpose of the study was to evaluate the Customer Relationship Management (CRM) practices of MegaMart in the Kingdom of Bahrain. The effectiveness of Customer Relationship Management (CRM) was conducted through a survey, using the questionnaire as the research instrument. The respondents of the study are employees and customers of MegaMart in the Kingdom of Bahrain. The research instrument used the five-point Likert Scale. The statistical tools utilized in the study are multiple regression analysis and weighted mean. The study provides recommendations by the researcher in assessing those questions around Customer Relationship Management (CRM) methods in the Kingdom of Bahrain. Customer Relationship Management (CRM) can be applied as a tool to enhance the practices of MegaMart in the Kingdom of Bahrain. From the study, the researcher concluded that Customer Relationship Management (CRM) findings further depict managerial implications and opportunities for future research in the same area. Keywords: Customer Relationship Management, MegaMart in the Kingdom of Bahrain, practices DOI: 10.7176/EJBM/12-12-07 Publication date: April 30th 202

CUSTOMER LOYALTY - THE MAJOR GOAL OF CUSTOMER RELATIONSHIP MANAGEMENT

This paper presents the importance of customer relationship management (CRM) and customer loyalty for any organization that whishes to be successful and competitive in the market. A new emphasis in marketing and CRM is more and more widespread - creating customer relationships.In a competitive environment, the organizations have to focus their efforts towards continuous meeting both current and potential needs of all their customers. Many organizations have to consider how to enter a market and then build and protect its competitive position. Traditional marketing has focused on the final consumer seeking to promote brand values and to generate forced demand on the company's product market. The development of the concepts of segmentation, targeting and positioning signified the organizations' refocusing from the market approach as a whole, respectively the "mass market", to targeting and positioning strategies developed to suit the characteristics of the target segments chosen by the organization. The emergence and development of a distinct concept of customer relationship management and CRM software solutions design led to increasing focus on customer organization strategy. In addition to the strategy dedicated to a particular target segment, organizations have begun to design strategies and programs aimed at developing strategic relationships with specific strategic customers.The purpose of any customer relationship strategy should be customer acquisition and retention.Organizations should strive to develop CRM strategies to maintain and strengthen customer loyalty of the important customersmarketing, customer relationship management, customer orientation, customer acquisition, customer loyalty

Customer relationship management for brand commitment and brand loyalty

This article examined the impact of customer relationship management strategy on customers brand commitment and brand loyalty in the Nigeria financial sector. Methodology: the positivist quantitative survey approach was used to collect primary for this research. Simple random sampling was used to select 250 customers of Nigerian deposit accepting banks. Findings: the study found that CRM strategy impacts positively on banks’customers brand commitment and loyalty behaviours. However, continuance loyalty weighted highly positive on customer advocacy behaviour than affective loyalty. Conclusions: the study concluded that customer relationship management strategy helps in winning customers brand commitment and loyalty. Thus, continuance factors are suitable for predicting advocacy intentions of customers of Nigerian banks. Recommendations: the study recommended for strategic policy makers in the Nigeria financial sector to improve on their firms’ CRM infrastructure in order to continually meet customers’ expectations. KEYWORDS: Customer relationship management, customer advocacy, brand commitment, loyalt

The Dynamic Structure Of Customer Relationship Management With Implications For Business Implementation

CRM (Customer Relationship Management) is a systematic business approach using information and on-going dialogue to build long lasting and mutually beneficial customer relationships. CRM integrates data, technology, analyses and marketing and communications processes across all customer touch-points. CRM can be an effective business strategy tool when used appropriately, especially now in our customer center business.  To the end, a holistic view of the implementation of CRM should be made in order to discuss the pro and con about this strategy.  This paper will review a number of CRM literatures and a conceptual systems thinking model will be built to explore these Customer Relationship Management related components to guide the administrators as they attempt to steer the Customer Relationship Management clear of these obstacles.  Specifically, systems feedback loops as a tool to demonstrate the dynamic structure of Customer Relationship Management components and assist the management control policy scenario planning