Tag Archives: Customer Relationship Management

Impact of Customer Relationship Management (CRM) On the Performance of Deposit Money Banks (DMBS) In Abuja (Published)

This study examines the impact of Customer Relationship Management on the performance of Deposit Money Banks in Abuja. The study investigates how CRM variables such as customer attraction, customer satisfaction and customer retention impact on the performance of Deposit Money Banks. The study adopted a survey research method where data was collected using questionnaires administered to both employees and customers of the ten randomly selected DMBs in Abuja made up of the 341 Population of the study. Taro Yamane Sample Size formula was used to determine the sample size (184). Out of the 184 copies of questionnaires that were distributed, 175 representing 95.1 % response rate were retrieved and used for analysis. As part of the method of data analysis, Pearson Correlation and Ordinary Least Square (OLS) was used to test the formulated hypotheses in line with the objectives of the study. The major finding reveals that, “there is significant relationship between Customer Relationship Management and performance of Deposit Money Banks in Abuja”. It was recommended that Deposit Money Banks (DMBs) in Nigeria’s North-Central sub-region should improve on Customers’ attraction activities in order to achieve deeper market penetration which will help in attracting more customers to strengthen their competitive positions. The study concluded that DMB’s should adopt CRM since it contributes significantly to their performance.

 

Keywords: Customer Attraction, Customer Relationship Management, Customer Satisfaction, Customer retention, Deposit Money Banks, Performance

Customer Relationship Management and Profitability of Money Deposit Banks In Nigeria (2006 – 2015) (Published)

The study investigated the customer relationship management and profitability of money deposit banks in Nigeria from 2006 to 2015.  Ten banks out of twenty one functioning banks were selected for the study.  The specific objective was to ascertain the extent to which bank CRP affect the TR and PAT. Secondary data employed were from the annual reports from banks published in the NSE website.  Multiple regression analysis and student t-test were the statistical tools employed, with the use of SPSS for both data analysis and to test the hypotheses formulated for the study at 5% level of significance.  The result indicated that CRP has a significant relationship with the total revenue of banks with little or no impact. Since the impact on TR is not much, its relationship with PAT is not significant while the impact is negative.  The study therefore concludes that if banks can give more attention to customer relationship management, the revenue base (income from customers) will have a boost and operating overhead will not absorb all the income. As a result, there will be enough retained profit to pool back (reinvest) into the business.  

Keywords: Banks’, Customer Relationship Management, Nigeria, Profit after tax, total revenue

Effect Of Internet Based Communication Tools and the Relationship Between Consumers Centric Marketing Practices On Consumer Satisfaction For The Hotels In Rwanda. Case Study of 2 and 3 Star Hotels and 4 And 5 Star Hotels Categories in Kigali. (Published)

The main purpose of this research project to evaluate effect of internet based communication tools and the relationship between consumer centric marketing practices on customer satisfaction for the hotels in Rwanda. Rwanda hospitality industry is becoming competitive with hotels investments increasing even from the world top brands like Marriots entering the market. Due to this, the existing hotels have to step up their approach of business operation and advance from Customer relationship management to consumer centric marketing (CCM) if they have to measure up for the intense competition and  improve their performance. To achieve this, the researcher focused on finding out whether Internet-based communication tools with their individual consumers help in achieving customer satisfaction and extent to which this influences the hotel performance and to determine if there is significant relationship between CCM practices and general performance of the two hotels categories in Kigali. The research design was descriptive and target population of 958 respondents from which a sample of 282 respondents was got. A simple random and convenient sampling technique was used for employees and customers respectively. Data was collected using open and closed ended questionnaires. Collected data was then coded and put in statistical package for social sciences (SPSS) spreadsheet and computed for both descriptive and inferential statistics.The results indicated that consumer centric marketing practices was more practiced in 4 and 5 star hotels as compared to 2 and 3 star hotels. However in both, there were diverse opinions on the practices which showed that the practice is not uniform in all departments sampled. Also there was a positive significant relationship between CCM practices and general hotel performance (p<0.05).

Keywords: Consumer Centric Marketing, Customer Relationship Management, Internet Based Tools.

Customer Relationship Management in Flour Mills Of Bahawalpur: A Strategic Point of View (Published)

Introduction: Customer Relationship Management is the big issue in business world because the business and growth of every firms depends upon it. It is very important field that needs in-depth analysis. The author has intended to investigate it in this research paper.Objective: The objective of this research paper is to analyze the Customer Relationship Management in Flour mills of Bahawalpur and how these mills are managing their customer relations strategically. Methodology: This is an exploratory research in which deductive approach has been applied. Structured questionnaire technique has been used for data collection.Findings: The study concludes that CRM is being well strategized for the long term as it is formulated, implemented and practiced in a systematic manner.Contribution: This study can be useful in studying the customer relationship practices in other flour mills of Pakistan as this study provides basis for further research.

Keywords: Customer Relationship Management, Customer Relationship Strategy., Flour Mills

CUSTOMER RELATIONSHIP MANAGEMENT FOR BRAND COMMITMENT AND BRAND LOYALTY (Published)

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 behaviourthan 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 predictingadvocacy intentions of customers of Nigerian banks. Recommendations: the study recommended for strategicpolicy makers in the Nigeria financial sectorto improve on their firms’CRM infrastructure in order to continually meet customers’ expectations.

Keywords: Customer Relationship Management, Loyalty, brand commitment, customer advocacy

CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM: A CASE STUDY OF FLOOR MILLS IN BAHAWALPUR DISTRICT (Published)

Introduction: Customer Relationship Management is the big issue in business world because the business and growth of every firms depends upon it. It is very important field that needs in-depth analysis. The author has intended to investigate it in this research paper. Objective: The objective of this research paper is to analyze the Customer Relationship Management in Flour mills of Bahawalpur and how these mills are managing their customer relations strategically. Methodology: This is an exploratory research in which deductive approach has been applied. Structured questionnaire technique has been used for data collection. Findings: The study concludes that CRM is being well strategized for the long term as it is formulated, implemented and practiced in a systematic manner. Contribution: This study can be useful in studying the customer relationship practices in other flour mills of Pakistan as this study provides basis for further research.

Keywords: Customer Relationship Management, Customer Relationship Strategy., Flour Mills