In today's competitive business environment, the implementation of Customer Relationship Management (CRM) strategies is essential for firms to succeed. The purpose of this study is to investigate the relationship between CRM, customer satisfaction, and business profitability in the Jordanian logistics industry. Specifically, the study examines how customer satisfaction mediates the effect of three key CRM on business profitability. To achieve this, Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to analyze data collected from 384 employees of logistics firms in Jordan. The results of the study suggest that CRM positively affects customer satisfaction, and that customer satisfaction has a significant mediating effect on the relationship between CRM and business profitability. The findings of this study have important implications for logistics firms seeking to improve their business profitability through the adoption of CRM. By focusing on the three key CRM (Customer Identification, Customer Acquisition, and Customer Analytics), firms can improve their customer satisfaction levels, which, in turn, can lead to improved business profitability. This study adds to the growing body of literature on CRM practices and their impact on business profitability, particularly in the context of the Jordanian logistics industry.

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 objectives, a quantitative research method is adopted in this study to examine the hypotheses by using a survey questionnaire for the purpose of data collection from the target sample of customers of telecommunication firms working in Jordan. The instrument is designed and customized to conduct this study and meet the research objectives. A total of 319 valid and reliable responses are returned and they are analyzed using the SEM approach through SmartPLS3 software to examine the hypotheses. The findings reveal significant and positive effects of the most social CRM elements studied on customer happiness and the customer happiness influenced customer retention. The study contributes to the respective research field with further better understanding of the role of social CRM to increase customer happiness and retain long term relationships with them.

This is one of the first studies of customer relationship management (CRM) in an emerging market of Telecommunications Companies in Jordan. The purpose of this study is to investigate the influence of customer relationship management (CRM) success factors on the mental image among a sample of Jordanian Telecommunications Companies customers. A review of the literature relating to CRM and mental image in both developed and emerging markets was undertaken. The variables which were chosen formed the overall success factors of CRM which are (profitability, knowledgeability, loyalty, attitude, and satisfaction) for enhancing the mental image of telecommunications companies in Jordan. The study sample was selected randomly with a total of 340 citizens by using a quantitative method (questionnaire) to collect data. A 64 percent response rate was achieved. The results revealed the sample held a positive attitude towards the main hypothesis of the study. The variable testing indicated that the most influential variable of the aforementioned on the mental image of the organization appeared through the analysis to be employee attitude as the most influential while profitability appeared to be the least influential variable of all. The researchers recommend the start giving enough attention to the success factors.

This paper aims to examine the role of CSR in the impact of two marketing tools (social media and CRM) on two dimensions of strategic marketing (innovation orientation and marketing capabilities). Gathering data from a sample of managers and employees in service firms using a questionnaire, it was found that both marketing capabilities and innovation orientation are positively related to social media and CRM. However, CSR mediates only the impact of social media on marketing capabilities and the impact of CRM on marketing capabilities. There was no significant mediating role of CSR in the effect of CRM or social media on innovation orientation. Furthermore, the study revealed that CSR did not moderate the effect of social media and CRM on innovation orientation and marketing capabilities. Such results contribute to marketing literature through answering an important question: does CSR mediate or moderate the effect of social media and CRM on innovation orientation and marketing capabilities. Moreover, this study suggests that CSR is a crucial mechanism for developing marketing capabilities and at the same time CSR is not a pivotal prerequisite for the impact of marketing tools on strategic marketing to occur.

The purpose of this paper is threefold. First, to establish a list of the strategic planning techniques and tools utilized by organizations in business enterprises. Second, to classify these techniques and tools by industry type, i.e., enterprises from different sectors, manufacturing, banking, hospitality, and service industries. Third, to determine the ten most common strategic planning techniques and tools used by these enterprises. A systematic literature review was adopted to attain the purpose of the current research paper covering the period 2006-2021. The review was carried out using Google Scholar platform focusing on articles on business enterprises, i.e., excluding articles on public, healthcare, education, and non-profit organizations. A total of 46 articles were found and classified based on industry type. The Findings shown there are 45 strategic planning techniques and tools used by business enterprises from different sectors, and the most frequent tools are: benchmarking, SWOT analysis, CSFs analysis, TQM, balanced scorecard analysis, competitor analysis, CRM, Porter’s five-forces analysis, customer satisfaction analysis, and PEST analysis. This paper expands the extant literature on strategic planning techniques and tools through focusing on such techniques and tools in business enterprises to develop an updated business-related list for enterprises from different sectors, manufacturing, banking, hospitality, and service industries, as well as identifying the ten most common strategic techniques and tools that business enterprises use in general.

The objective of the research was to determine the impact of Digital Marketing on customer relationship management (CRM) in an educational institution in central Peru. The study was carried out from the quantitative approach, with a non-experimental correlational transactional research design. A questionnaire was applied to 228 parents between the ages of 30 and 50 who belong to an educational institution in the city of Concepción in Peru. Using the structural equations model, it was found that Content Marketing has a significant influence on the operational management of customer relationships (p <0.05), as well as on the analytical management of customer relationships (p <0.05). Regarding the Marketing of social networks, it was identified that it has a significant influence on the operational management of customer relationships (p <0.05), as well as on the analytical management of customer relationships (p <0, 05), because the media used by educational institutions are attractive to parents. It is concluded that Digital Marketing has a great impact on customer relationship management (CRM) in the educational sector of a city in central Peru.

The relationship between the organization and its clients is the life of every enterprise, whether it is a multinational corporation of several billion employees and a multi-million-deposit business or sole traders with a handful of daily customers. The relationship between the organization and its traditions is the key concern. Between these two cases, consumer relationship management (CRM) is the same in theory and may differ significantly. Both the company and consumers have some factors to meet, such as the desires and expectations of all sides, before forming a contract. We need to earn a profit to succeed and to improve clients expect excellent support, better goods and reasonable pricing. The implementation of a CRM program will impact consumer service and customer knowledge for various purposes. Likewise, adopting a CRM strategy would definitely affect consumer loyalty and awareness. CRM guarantees that consumers are happy and strengthens ties between the company and its clients. Such practices improve the partnership between customers and sales representatives. The study carried out the quantitative approach in the delivery of the questionnaire to more than 100 bank customers. In concise and inferential statistics, the data were handled using the SPSS statistical method. Data indicates that the strong relationship between consumer loyalty and customer happiness of CRM technologies occurs and the stronger the overall customer satisfaction score, the larger the volume of CRM technology deployed.

Web based and/or existing e-commerce have changed the traditional view of CRM to the eCRM. Recent studies on eCRM has investigated success factors of e-CRM in different contexts and fields. This paper aims to investigate the effect of customer satisfaction, customer trust and commitment, customer profitability on eCRM in Saudi Arab. This study was designed quantitative cross-sectional questionnaire survey. This quantitative study used questionnaire survey design and 319 respondents were taken into account for analysis procedure. Structural Equation Modelling was applied and SmartPLS tools was used to test the hypotheses. Customer satisfaction, customer profitability, trust and commitment have shown to have positive significant effects on eCRM. Empirical evidence of this study confirmed that from the customer point of view customers satisfaction, customer profitability, customer trust and commitment were the strong predictors of successful eCRM.

Bali's culture is synonymous with its inhabitants' practice of celebrating religious holidays. Hindu women in Bali often purchase ritual equipment. This research aims to identify the determinants of impulsive buying among Hindu women in the retail industry, as well as the impact of Customer Relationship Management (CRM) on managing this behavior. The research method used is quantitative, with a sample size of 250 respondents analyzed using Smart PLS. The results show that the hedonic shopping value has a favorable and substantial influence on impulsive purchasing, as does the desire to buy impulsively. Self-control has the potential to adversely moderate the effect of the desire to acquire on impulsive purchasing. Hedonic shopping value is important to consider, thus marketing programs should accommodate the hedonic shopping value that Hindu women in Bali seek when shopping for Galungan (yadnya) preparations.

The purpose of this study is to explore the role of implementing e-supply chain management (E-SCM) on the competitive position of companies and whether implementing customer relationship management (CRM) can affect the relationship between E-SCM and competitive advantage. To achieve this objective, a quantitative approach was utilized. A total of 300 questionnaires were distributed where 243 questionnaires were returned, with 17 incomplete questionnaires being excluded, leaving 226 usable questionnaires. PLS-SEM software was used to analyze the data. The results of this study demonstrate the imperative role of implementing E-SCM and CRM on creating a competitive advantage for firms. It also shows that CRM mediates the relationship between E-SCM and competitive advantage, suggesting that utilizing different technologies can help firms better communicate with their customers and thus better serve them which in turn will enhance customers’ satisfaction and thus boost the competitive position of the firm.