The main aim of this study is to examine the effects of social customer relationship
management (CRM) on customer happiness and customer retention. To achieve the study …

In the present scenario of the globalised digital era, organisations have implemented social
media as a methodology of Customer Relationship Management (CRM). Social Customer …

This paper examined the impact of customer relationship management (CRM) elements on
customer satisfaction and loyalty. CRM is one of the critical strategies that can be employed …

Due to the tough competition in the banking industry in Jordan, it is very necessary for
financial institutions to build and maintain a strong relationship with the customers in order to …

Purpose In this twenty-first century, the emergence of social media has been integral in
business-related processes, especially in small-and medium-sized enterprises (SMEs) …

In recent years, the concept of customer relationship management (CRM) has undergone a
major change from being a strategy that focused solely on establishing financial bonds with …

Purpose Social customer relationship management (SCRM) is an evolving strategy gaining
prominence in the hotel industry by cultivating new, improved relationships through …

The transition from a product-centric to a customer-centric business culture has been the
subject of debate and research for more than a decade and in recent years many inquiries …

Purpose This study aims to identify the business benefit of and factors affecting the use of
social customer relationship management (SCRM) in Indian organizations …

Abstract The Customer Relationship Management (CRM) is the highly valued in market for
existing and current customers. In this research we explore the effect of CRM on factors such …