Customer Relationship Management and Survival of Manufacturing Small and Medium Enterprises in Nigeria (original) (raw)
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This "study ascertained the impact of customer relationship management on organizational survival of telecommunication firms in River State, Nigeria. Companies are moving closer to their customers, expanding more effort in finding new ways to create value for their customers and transforming the customer relationship into one of solution finding and partnering rather than one of selling and order taking. The specific objectives were: to ascertain the relationship between customer relationship management and diversification of telecommunication firms in River State, Nigeria, to determine the relationship between customer relationship management and corporate size of telecommunication firms in River State, Nigeria and, to evaluate the relationship between customer relationship management and sales volume of telecommunication firms in River State, Nigeria. This study was to premise on Role Theory. This research, therefore, utilized a correlational research design. The population of the study is made up of MTN, Globacom, Airtel and 9mobile telecommunication firms within the context of the Rivers State Nigeria. This study adopted the census sampling technique. Since the population of the study was small, the study utilized the census sampling technique to select all one hundred and forty (140) respondents as sample for the study. In order to achieve the objectives of the study, the data that was generated by the researcher was analysed using the Spearman's Rank Correlation as well as the Partial Correlation Coefficient Technique. In conclusion, the degree to which the customer relationship is managed and the level of satisfaction that customers have with the quality of service they receive will influence the" organization's continued survival. The study recommends that, in order to diversify and help the company survive the unstable, cutthroat business climate, managers need to think beyond the box.
Kajongwe, C. (2020). Dynamics of Customer Relationship Management and Performance of Manufacturing Small to Medium Enterprises (SMEs) in Zimbabwe. Journal of African Interdisciplinary Studies, 4(5), 4 – 15., 2020
The attention on a sustainable Customer Relationship Management (CRM) has been getting magnified in recent times. The concept that long-term relationships are more profitable than short-term transactional relationships has evolved and steadied within the organizational philosophies. Customer focus is another strategic tool which has been identified as a value addition method to prioritize the most profitable customer segments for SMEs. The study sought to establish how CRM impact on performance of manufacturing SMEs in the context of Zimbabwe. However, there is limited research that reveals the relationship between CRM dimensions and performance of manufacturing SMEs in Zimbabwe. In this study a simple random sample of 100 respondents were used as research subjects from owners and managers of manufacturing SMEs in Mashonaland West Province. The study adopted a quantitative research approach rooted in the positivist paradigm. A cross sectional survey research design was used and the sample was randomly selected from the population. Questionnaires were data collection instruments used in this study. Data was analysed using non parametric Chi-square test of independence and cross tabulations through Statistical Package for Social Sciences (SPSS). The research unearthed that CRM positively improves customer satisfaction, customer loyalty, brand reinforcement and costs reductions of manufacturing SMEs in Zimbabwe. It was recommended that owners, managers and executives should build a stronger CRM capability whilst working hard to stay above the competition in the sector. The Zimbabwean Government is recommended to have a supportive framework for SMEs to attain their objectives. The composition of government involvement, private sector and foreign sector involvement has a bearing on the manufacturing sector competitiveness in Zimbabwe. However, the efficacy of operational efficiency for enhanced competitiveness of SMEs in the context of Zimbabwe needs to be explored further as they contribute more than 60% to Gross Domestic Product (GDP) in the market share.
International Journal of Academic Research in Accounting, Finance and Management Sciences, 2015
In today world, the necessity of continuing activities and maintaining the competitive advantage is attention to customers that due to their direct relationship with organization actions are valuable source for opportunities, threats and operational questions related to the industry. This study aims to investigate the effect of customer relationship management (CRM) on the performance of small and medium size enterprises (SMEs). Statistical population of this study is managers active in industrial park in Mashhad. Statistical sample of this research is 105 managers who were selected randomly from among the managers of industrial park located in this city. Library method was used for gathering data. In this research, survey method and questionnaire were used to identify the effect among variables and data analysis was done by AMOS18 and SPSS19 software. Results showed that CRM has significant effect on the performance of enterprises. Technology is a key factor which influences SMEs and leads to superiority on competitors. Besides, for achieving more desired performance, enterprises should pay attention to market and customers.
Texila International Journal of Management, 2019
The purpose of this article is to highlight the lack of business sustainability of small and medium enterprises in Ghana and how the trend can be reversed through the adoption of customer relationship management and strategic management practices as a solution for sustainable business that can transcend generations. Small and medium businesses in Ghana more often either collapse, shuts down or in case owners are sick, the business cease or when owners die, the business dies with them. Those that are able to put structures and systems in place soon become dreary and inward looking and eventually fall into decline, as a result of lack of strategic management and customer relationship management. Failure to build, develop and manage strategic and customer relationships creates complacency stifling growth and profits notwithstanding business expansions, hence the business folds up or shuts down with economic turbulence. According to Bloomberg, 8 out of 10 small and medium businesses fail within the first 18 months and the reason being that, they simply run out of cash. (Bloomberg 2013). The trend can be reversed if small and medium enterprises embeds the necessary elements including customer and strategic relationship management practices to enable their long-term sustainability. Implications of the short lives of small and medium businesses in Ghana is an indication of a cycle of stifled economic growth as new businesses keep springing up but without a successful, practical and workable existing business model to emulate or learn from to support their sustainable business practices. Keywords: customer relationship management, strategic management, service management, business sustainability.
This chapter explores the implementation of customer relationship management (CRM) in Islamic banks through two components of organizational and technological factors. The CRM is one of the solutions to resolve the two common issues that are low level of public awareness toward the Islamic banks' products and low level of Islamic financial literacy. A mix method that is used in this chapter consists of quantitative method using descriptive analysis and qualitative method using content analysis based on a review of literature. A stratified sampling technique is used to collect questionnaires from a total of 22 respondents. The findings reveal that a majority of respondents agreed to all statements related to organizational and technological factors, which affect the CRM implementation. The information in this chapter can be useful, or as a reference, for stakeholders, particularly the financial service authority and the bank of Indonesia in developing the Islamic banks.
A paradigm shift from sellers' market to buyers' market has necessitated the need for the organizations to entrench customer relationship management in meeting the demands of the changing business environment. The need for effective retention of hard-core customers driven by product quality and relationship assets gave vent to this study. This study is designed to explore the effects of customer relationship management and performance of selected paint manufacturing firms in Lagos State, Nigeria. This study is a survey type of research that employed a correlational design in an attempt to explore the nature of relationship between customer relationship and performance of these firms. Structured questionnaire was administered to the sample of two hundred and seventy three (273), out of which two hundred and sixty five (265) copies were returned and therefore used for the analysis. The data collected were analyzed with Pearson Correlation Coefficient (r). The result showed tha...