The influence of customer relationship management

These insights can be used to identify issues and improve your offering to meet customer needs.

importance of customer relationship management pdf

More importantly, CRM empowers you to build positive customer experiences based on relevant, real-time information that matters for your business.

A researcher-made questionnaire has two main parts.

Impact of customer relationship management on organizational performance

Hence the aim of this study is to survey the impact of customer relationship management CRM on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan in Iran. Hence, the present study seeks to provide a comprehensive model in hospital. Furthermore, effective communication is often associated with improved physical health, more effective chronic disease management, and better health-related quality of life. Improve products and services Collecting customer feedback data and integrating it into your CRM gives you a better understanding of customer expectations in relation to the product or service you are offering. Conclusions: For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Abstract Context: One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity.

Hence, the present study seeks to provide a comprehensive model in hospital. Customer relationship management is a process implemented with the help of CRM systems. Improve products and services Collecting customer feedback data and integrating it into your CRM gives you a better understanding of customer expectations in relation to the product or service you are offering.

customer relationship management journal pdf

On the other hand, failure in CRM affects the patient dissatisfaction and leads to a distrust of system, a sense of patient alienation in the hospital and endangering the survival of the business at the hospital.

Structural equation method was used to determine the impact of variables.

Customer relationship management articles

The estimated sample size was nurses. The impact of Customer Relationship Management on your business At the end of the day, Customer Relationship Management matters because customers matter. The CRM functions identifying and prioritizing customer, customer acquisition, the diversity of services, client interaction and customer retention were defined as the independent variables and trust and loyalty, organization productivity and customer satisfaction as the dependent variables in this research. CRM systems are cloud-based tools designed to gather, manage, and analyze data with the intention to turn it into useful business information that drives decision-making, affects change, and impacts performance. Data collection tools This study is a correlation descriptive research. Results: Among the dimensions of CRM, diversification had the highest impact 0. In new business processes, a vital position is allocated for achieving customer satisfaction in organization goals and senior managers are well aware that their success in achieving the major goals of the organization depends on customer satisfaction. This information is crucial because it enables you to anticipate the needs of your customers and, therefore, make them happy. Many successful organizations emphasize on the note that maintaining stable relationships with the customers can hold them firm and progressive in competition stage. Hence, the present study seeks to provide a comprehensive model in hospital. Keti Limani. Data analysis Structural equation modeling method was used to analyze the data using SPSS version As a result, CRM offers you an overview of your customers and your business in relation to business goals, profitability, and sales. CRM enhances the bottom line and can, therefore, determine profitability, loyalty, and, overall success. Structural equation method was used to determine the impact of variables.

E-mail: moc.

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The impact of Customer Relationship Management on your business