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Customer Relationship Management—Strategies and Business Implications

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A special issue of Sustainability (ISSN 2071-1050).

Deadline for manuscript submissions: closed (31 March 2021) | Viewed by 17667

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Special Issue Editor

Prof. Dr. Claudia Stoian

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Guest Editor

Department of Management, Marketing and Business Administration, Alexandru Ioan Cuza University of Iasi, Romania
Interests: customer relationship marketing; tourism marketing; strategic marketing; green marketing

Special Issue Information

Dear Colleagues,

We are pleased to announce a Special Issue focused on Customer Relationship Management and the role of this system on building strong and successful business strategies.

Customer relationship management is a fundamental framework, a process of planning, organizing and developing strategies for building strong relationships with the clients and modeling their perceptions on the company and the company’s products. The root of customer relationship management is relationship marketing. A good customer relationship management model includes activities from the following areas: marketing, sales, service and information technology.

In the context of globalization and also in a business environment challenged by an economic crisis, organizations need to adjust their strategies in order to attract and maintain customers. Additionally, it is mandatory for organizations to develop a resilience capacity for facing the uncertain environments.

In this context, the Special Issue invites empirical and conceptual papers covering a wide range of aspects related but not limited to:

- Systematic literature reviews on customer relationship management;

- Customer relationship management and organizational resilience;

-CRM Technologies;

- Planning and organizing activities for attracting and maintaining clients;

- Understanding customers’ expectations;

- Measuring customer satisfaction and customer loyalty;

- Planning activities to manage customer satisfaction in a crisis;

- Loyalty programs;

- Relationship marketing and online social networking;

- Customer service;

- Communication strategies with the clients;

- Case studies.

Prof. Dr. Claudia Stoian
Guest Editor

Manuscript Submission Information

Manuscripts should be submitted online at www.mdpi.com by registering and logging in to this website. Once you are registered, click here to go to the submission form. Manuscripts can be submitted until the deadline. All submissions that pass pre-check are peer-reviewed. Accepted papers will be published continuously in the journal (as soon as accepted) and will be listed together on the special issue website. Research articles, review articles as well as short communications are invited. For planned papers, a title and short abstract (about 100 words) can be sent to the Editorial Office for announcement on this website.

Submitted manuscripts should not have been published previously, nor be under consideration for publication elsewhere (except conference proceedings papers). All manuscripts are thoroughly refereed through a single-blind peer-review process. A guide for authors and other relevant information for submission of manuscripts is available on the Instructions for Authors page. Sustainability is an international peer-reviewed open access semimonthly journal published by MDPI.

Please visit the Instructions for Authors page before submitting a manuscript. The Article Processing Charge (APC) for publication in this open access journal is 2400 CHF (Swiss Francs). Submitted papers should be well formatted and use good English. Authors may use MDPI's English editing service prior to publication or during author revisions.

Keywords

Technology
Organizational resilience
Customer loyalty
Customer satisfaction
Sales

Published Papers (4 papers)

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Research

16 pages, 1386 KiB

Open AccessArticle

Is Consumer Overchoice a Reason for Decision Paralysis?

by Adriana Manolică, Andreea-Sînziana Guță, Teodora Roman and Lorin Mircea Dragăn

Sustainability 2021, 13(11), 5920; https://doi.org/10.3390/su13115920 - 24 May 2021

Cited by 4 | Viewed by 6226

Abstract

Time and responses are vital to the process of decision-making. It is a common assumption that having a wide array of options from which to choose is a good thing, but is that truly the case? This research aims to investigate the consumer’s reaction to the increasing number of choices available (which will be referred to as choice overload, or overchoice); more precisely, if it is related to paralysis concerning decision-making. To obtain structured and relevant results, the study is an intergenerational one, endeavoring to compare the outcomes across three different generations (Generations X, Y, and Z) and across their genders. It also aims at identifying trends, if any should arise, pertaining to the matter of overchoice. A survey was conducted among 396 respondents from Iasi, Romania, and the questionnaire is presented in the annex. The main results indicate that product overchoice is real but is more significant in terms of generational point of view rather than that of gender. The findings fill a knowledge gap on the relationship between choice overload and decision paralysis. Full article

(This article belongs to the Special Issue Customer Relationship Management—Strategies and Business Implications)

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14 pages, 3863 KiB

Open AccessArticle

Computer-Assisted Concept Analysis of Customer Centricity: A Review of the Literature on Employee Engagement, Culture, Leadership, and Identity Co-Creation

by Elanor Colleoni, Flavia Bonaiuto, Laura Illia and Marino Bonaiuto

Sustainability 2021, 13(9), 5157; https://doi.org/10.3390/su13095157 - 05 May 2021

Cited by 1 | Viewed by 2725

Abstract

Customer centricity requires having customers at the core of the corporate organizational process. Yet, relationship marketing scholarships have not developed a clear understanding of how corporate culture, leadership, and identity may allow the establishment of customer centricity within the organization. To this aim, we have developed a computer-assisted concept analysis of the term customer centricity in two disciplines that are at the core of relationship marketing: business and psychology. Specifically, we have conducted our review of a sample of abstracts in the over 1200 peer-reviewed journals of Business Source Premier Database and 2500 publications at the Psychology Info database that use the term “customer centricity” together with the terms “organizational identity”, “organizational leadership”, “organizational culture”, and “employee engagement”. Our computer-assisted analysis allowed us to identify four main open debates scholars and practitioners are working on that contribute to advance literature on relationship marketing: employee training and balanced centricity; industries that are either best or worst practices; reinvention of marketing practices; social aspects of consumer centricity. These areas are presented considering how they might inspire future studies on customer centricity in the customer relationship marketing field. Full article

(This article belongs to the Special Issue Customer Relationship Management—Strategies and Business Implications)

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31 pages, 1249 KiB

Open AccessArticle

Investors’ Choices and Strategic Financial Decisions of the Companies. Evidence from an Analysis of the Capital Budgeting Policy Implications on Shares Valuation

by Andreea Curmei-Semenescu, Elena Valentina Ţilică and Cătălin Valeriu Curmei

Sustainability 2021, 13(8), 4112; https://doi.org/10.3390/su13084112 - 07 Apr 2021

Viewed by 1957

Abstract

The paper investigates the relationship between companies and their investors in the capital market as part of relationship marketing. It focuses on investors’ preference for a certain capital budgeting policy employed by listed companies. By using statistical analysis, we study whether investors’ reactions can be linked to different patterns of capital budgeting decisions. Our database includes a high number of countries, both developed and emerging, which leads us to focus our analysis on the differences that might occur in investors’ preferences due to specific traits of these markets. Additionally, we include a comparison between investors’ preferences and the information given by the accounting-based performance recorded both in the year of the investment policy and in the next fiscal year. Thus, we observe the extent and limits of the investors’ preference for an active capital budgeting decision, as well as the investors’ rationality around financial crisis. Full article

(This article belongs to the Special Issue Customer Relationship Management—Strategies and Business Implications)

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21 pages, 1191 KiB

Open AccessArticle

Effects of Sales-Related Capabilities of Personal Selling Organizations on Individual Sales Capability, Sales Behaviors and Sales Performance in Cosmetics Personal Selling Channels

by Ho-Taek Yi, Young-Bong Cha and Fortune Edem Amenuvor

Sustainability 2021, 13(7), 3937; https://doi.org/10.3390/su13073937 - 02 Apr 2021

Cited by 15 | Viewed by 6158

Abstract

This study sets out to assess the effects of sales-related capabilities of personal selling organizations on individual sales capabilities, sales behaviors, and sales performance in cosmetics personal selling channels. Data are collected from 151 salespeople, their sales organizations, and their visiting customers (151) in South Korea. The proposed hypotheses are tested through the structural equation modelling technique. The study finds that both types of sales-related capabilities (salesforce management capabilities and personal selling capabilities) have significant positive effects on the individual sales capabilities, respectively. Further, the individual sales capability of salespeople has a stronger impact on customer-oriented sales behavior than on selling-oriented sales behavior. Similarly, selling-oriented sales behavior has a negative effect on customer satisfaction while customer-oriented sales behavior has a positive effect. The study further finds that customer-oriented sales behavior has a positive effect, while selling-oriented sales behavior has no statistically significant effect on sales performance. The relationship length, the study finds, moderates the relationship between customer-oriented sales behavior and customer satisfaction. The study offers practical and theoretical insights into understanding the nuances of sales-related capabilities of sales organizations and how they affect the individual selling capabilities of salespeople, their selling behaviors and sales performance. The results also have crucial consequences for sales organizations, as they can help sales managers design strategies and develop a culture that focuses on building and enhancing the selling capabilities of the firm and the salesforce. The present study demonstrates how the selling capabilities of the personal selling organization can influence the individual selling capabilities of the salesperson and how these could engender positive selling behaviors and sales performance. Full article

(This article belongs to the Special Issue Customer Relationship Management—Strategies and Business Implications)

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