Customer Relationship Management: Methods, Opportunities and Challenges

$230.00

Mohammad Nabil Almunawar, PhD – Associate Professor, School of Business and Economics, Universiti Brunei Darussalam, Bandar Seri Begawan, Brunei
Muhammad Anshari, PhD – Senior Assistant Professor, School of Business and Economics, Universiti Brunei Darussalam, Bandar Seri Begawan, Brunei

Series: Business Issues, Competition and Entrepreneurship
BISAC: BUS018000
DOI: https://doi.org/10.52305/WBQR4151

Customer relationship management (CRM) has evolved into a crucial strategic approach for businesses seeking to improve customer satisfaction, loyalty, and overall performance. This book endeavours to furnish a comprehensive overview of the strategies, possibilities, and difficulties linked with the implementation of CRM. Its goal is to explore essential facets of Customer Relationship Management, covering methods, opportunities, and challenges. It also encompasses a diverse range of conceptual and practical perspectives associated with CRM. Comprising fourteen chapters, this collection offers valuable insights for a broad audience. Potential readers include students, academics, researchers, policymakers, practitioners, and undergraduate and postgraduate students in business management or related fields.

Table of Contents

Preface

Chapter 1. How to Enhance Customer Retention in the Electronic Marketplaces: The Role of Knowledge Management Strategies
Bui Thanh Khoa
Faculty of Commerce and Tourism, Industrial University of Ho Chi Minh City, Vietnam

Chapter 2.
Leveraging Customer Relationship through Key Account Management Strategy for SMEs
Hasrini Sar and Rai Surya Muliadi
Faculty of Industrial Technology, Bandung Institute of Technology, Bandung, Indonesia

Chapter 3. Assessing Customer Satisfaction of the Modern Grocery Platform by Using E-Servqual
Dian Palupi Restuputri, Marsha Ayuningtyas Pratiwi, and Ilyas Masudin
Industrial Engineering, University of Muhammadiyah Malang, Indonesia

Chapter 4. Beyond Boundaries: Multichannel Strategies in Customer Relationship Management
Ardy Wibowo
Faculty of Economics and Business, Alma Ata University, Indonesia

Chapter 5. Assessing Strategies of Social Customer Relationship Management (CRM) in Banking Sector
Ahmad Zaimi Fa’aiz, Muhammad Anshari, and Mohammad Nabil Almunawar
School of Business and Economics, Universiti Brunei Darussalam, Brunei Darussalam

Chapter 6. The Challenges and Negotiation Methods of Relationship Management in Internships: A Collaborative Autoethnography of University Staff in Vietnam
Bình Nghiêm-Phú¹, Thu-Trang Hoàng-Thị², and Lan-Hương Vũ²
¹School of Economics and Management, University of Hyogo, Japan
²Faculty of Hospitality and Tourism, Thuongmai University, Vietnam

Chapter 7. An Exploration of the Effect of Electronic Customer Relationship Management (E-CRM) on Customer Loyalty: A Serial Mediation Analysis
Anupreet Kaur Mokha¹ and Pushpender Kumar²
¹SGTB Khalsa College, University of Delhi, India
²Kirori Mal College, University of Delhi, India

Chapter 8. AI-Powered CRM in the Post-COVID-19 Pandemic
Rindra Yusianto¹, Rabei Raad Ali², Guruh Fajar Shidik³, and Marimin⁴
¹Department of Industrial Engineering, Faculty of Engineering, Dian Nuswantoro University, Central Java, Indonesia
²Department of Computer Engineering Technology, Northern Technical University, Mosul, Iraq
³Department of Informatics Engineering, Faculty of Computer Science, Dian Nuswantoro University, Central Java, Indonesia
⁴Department of Agro-Industrial Technology, Faculty of Agricultural Engineering and Technology, IPB University (Bogor Agricultural University), West Java, Indonesia

Chapter 9.
Developing Customer Relationship via Instagram: The Case of Small and Medium Enterprises in Brunei Darussalam
Fairul Rizal Rashid and Abdul Wadi Abdul Jamal
School of Business and Economics, Universiti Brunei Darussalam, Brunei Darussalam

Chapter 10. Values of Blockchain Technology in Advancing Secure and Decentralized Customer Relationship Management (CRM) Systems
Abubakar Mukhtar Yakasai¹, Mohammad Nabil Almunawar², and Muhammad Anshari²
¹Department of Business Administration, Yusuf Maitama Sule University, Kano, Nigeria
²School of Business and Economics, Universiti Brunei Darussalam, Brunei Darussalam

Chapter 11.
Healthcare Services with Social Customer Relationship Management Enabled
Fakhrus Syazwan Salleh, Muhammad Anshari, and Mohammad Nabil Almunawar
School of Business and Economics, Universiti Brunei Darussalam, Brunei Darussalam

Chapter 12. The Usage of Customer Relationship Management System at National Statistics Organization (BPS) Indonesia for Data Collection and Analysis
Muhammad Basorudin and Serly Rachmadani Hamid
BPS-Statistics Jawa Timur, Indonesia

Chapter 13.
Customer Relations Management and Information Security in the Development of Small and Medium Enterprises in the Era of Digitalization
Elyta, Windhu Putra Zulkarnaen, and Ratu Zahirah Lutfie
Universitas Tanjungpura, Pontianak, Indonesia

Chapter 14. Managing Organizational Stability in Digital Era: Emerging Trends of Trust in Cyberspace-Based Information
Miftachul Huda¹, Nor Kalsum Mohd Isa¹, Husna Husain¹, Mohammad Nabil Almunawar², Muhammad Anshari², and Mohammad Jailani³
¹Faculty of Human Sciences, Universiti Pendidikan Sultan Idris, Malaysia
²School of Business and Economics, Universiti Brunei Darussalam, Brunei Darussalam
³Faculty of Islamic Studies, Universitas Ahmad Dahlan, Indonesia

Index


Editor’s ORCID iD

Mohammad Nabil Almunawar: 0000-0001-5296-2576
Muhammad Anshari: 0000-0002-8160-6682

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