Business Commons^™

Essays On Customer Relationship Management, Nan Zhao

Olin Business School Electronic Theses and Dissertations

The general topic of my dissertation is customer relationship management. Specifically, I use quasi-experimental causal inference methods, randomized field experiments, and machine learning methods to study and measure consumer response to co-branded credit cards and email communications promoting subscriptions.

In Chapter 1, “The Impact of Co-branded Credit Card Adoption on Customer Loyalty”, we estimate the treatment effects of adopting a co-branded credit card on spending and loyalty behaviors using a comprehensive longitudinal dataset from a North American airline. Our data set contained detailed records of both airline credit card adopters and non-adopters, including their travel and loyalty program activities over …

Predicting And Mitigating Reactance Impact On Attitude And Behavioral Intention, Matthew Ryan

UNLV Theses, Dissertations, Professional Papers, and Capstones

At times messaging may be of an instructive nature that can be perceived as an attempt to threaten or limit an individual’s freedom. This freedom limitation can range from individual choice to physical requirements. How a message is framed, or positioned, is very important. In certain instances, even when the message has the best intentions, if framed incorrectly can have the opposite, or boomerang, effect on people. This state is known as psychological reactance. When invoked, consumers will act in a way that eliminates the threat of freedom to restore balance. Such a state can also lead to negative implications …

Strategies For Implementing A Successful Customer Relationship Management System, Samuel Adebayo

Walden Dissertations and Doctoral Studies

Customer relationship management (CRM) software implementation fails in thepackaging industry because of ineffective CRM implementation strategies. Effective strategies for CRM software implementation are essential to CRM managers for improving CRM project success rates. Grounded in Kano’s customer satisfaction theory, the purpose of this qualitative multiple case study was to explore the strategies CRM managers in the packaging industry used to operate a profitable business. Data were collected through semi-structured interviews and documents of CRM strategies. Participants were four CRM managers located in Illinois who had a minimum of 10 years of successfully managing CRM systems with high success rates. Data …

Strategies For Implementing A Successful Customer Relationship Management System, Samuel Adebayo

Walden Dissertations and Doctoral Studies

Customer relationship management (CRM) software implementation fails in thepackaging industry because of ineffective CRM implementation strategies. Effective strategies for CRM software implementation are essential to CRM managers for improving CRM project success rates. Grounded in Kano’s customer satisfaction theory, the purpose of this qualitative multiple case study was to explore the strategies CRM managers in the packaging industry used to operate a profitable business. Data were collected through semi-structured interviews and documents of CRM strategies. Participants were four CRM managers located in Illinois who had a minimum of 10 years of successfully managing CRM systems with high success rates. Data …

Strategies For Technology Selection In The Retail Sector, Dare Oke

Walden Dissertations and Doctoral Studies

Some small retail business owners lack strategies to select the appropriate technology to achieve sustainable competitive advantages, which is why some small businesses fail. Grounded in the resource-based theory, the purpose of this qualitative multiple case study was to explore the strategies small retail business owners use to choose the appropriate technology to achieve sustainable competitive advantages. The participants comprised seven small retail business owners in the U.S. state of New Jersey who successfully implemented strategies to select the appropriate technology for their organization’s success. Data were collected through semistructured interviews and observations of the business owners’ technological footprints. Data …

The Relationship Between Customer Relationship Management, Employee Retention, And Revenue, Bui Thanh Van

Walden Dissertations and Doctoral Studies

Downsizing campaigns and employee layoffs can result in poor customer service leading to service revenue losses. Understanding lost service revenue predictors is critical for leaders and managers to maintain and increase organizational growth and financial performance. Grounded in the service-profit chain theory, the purpose of this quantitative correlational study was to examine the relationship between customer relationship management (CRM), employee retention, and service revenue. Data were analyzed for 80 leaders and managers working in Vietnam’s industrial service field. The results of the multiple regression analysis indicated the full model, containing the 2 predictor variables (CRM and employee retention), was able …

Strategies For Insurance Agency Managers To Retain Customers And Improve Revenue, Daniel Lee Jackson

Walden Dissertations and Doctoral Studies

The cost of creating new property and casualty insurance accounts is much greater than the costs associated with sustaining current accounts. Property and casualty insurance agency managers lack strategies to retain customers, the retention of whom has been found to improve revenue. The purpose of this qualitative case study was to explore strategies for insurance agency managers to retain customers and improve revenue. The population used for the study was 4 insurance agency managers in the Northeastern United States. The conceptual framework was customer relationship management, which is a technological and organizational mechanism for buffering market instability by understanding customer …

Strategies For Improving The Effectiveness Of Customer Relationship Management Systems, Sathish Thejaswarup

Walden Dissertations and Doctoral Studies

Many banks invest heavily in customer relationship management (CRM) system implementation and expect to increase their profitability. However, the failure rates of CRM projects are significant. The purpose of this multiple case study was to explore the strategies implemented by CRM managers in the banking industry to achieve CRM system effectiveness. CRM implementers from 1 medium and 2 large banks in Minnesota who successfully implemented CRM systems were selected. Data were collected primarily from participant interviews, websites, and social media pages. Bertalanffy's general systems theory was the underlying conceptual framework for this study. Data triangulation and member checking were used …

A Communication Based Perspective On Customer Relationship Management (Crm) Success, Alex Ricardo Zablah

Marketing Dissertations

Although little empirical evidence exists to support this contention, the extant literature suggests that firms can potentially achieve two types of benefits from developing a CRM orientation: (1) increased efficiency in the allocation of resources destined for relationship building and maintenance activities, and (2) enhanced exchange relationship outcomes through the provision of superior customer value (Zablah, Bellenger, and Johnston 2004). This effort focused on the latter of these purported benefits and sought to answer the following two fundamental questions: (1) does a CRM orientation influence the outcome of customer-provider relationships and, if so, how; and (2) does CRM technology have …