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All Journal Journal of Economicate Studies Al-Hanif: Jurnal Pendidikan Anak dan Parenting Procedia of Social Sciences and Humanities At-Taqwa: Jurnal Pendidikan dan Islamic Studies
Purwati, Suci
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Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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Journal : Journal of Economicate Studies

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Strategic CRM Approaches for Strengthening Customer Loyalty and Satisfaction Purwati, Suci; Novari, Eri
Journal of Economicate Studies Vol. 7 No. 1 (2023): Journal of Economicate Studies
Publisher : Islamicate Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32506/joes.v7i1.848

Abstract

Customer Relationship Management (CRM) plays a pivotal role in enhancing customer satisfaction and loyalty by integrating strategy, technology, and relationship-building practices. This study investigates CRM as both a managerial philosophy and operational framework, focusing on how organizations strategically implement CRM to foster long-term customer relationships. Using a qualitative method through literature-based analysis, the study identifies key CRM strategies such as personalization, customer segmentation, multichannel communication, and cultural adaptation. It also examines how contextual factors—such as technological readiness, organizational culture, and industry-specific dynamics—shape CRM effectiveness. Findings suggest that CRM is most impactful when aligned with organizational goals and embedded in a culture of customer-centricity. The study contributes a conceptual synthesis that integrates relational and technological dimensions of CRM, offering theoretical refinement and practical guidance for organizations, particularly in emerging markets. The research highlights the need for context-sensitive CRM models and provides strategic implications for CRM deployment and performance enhancement.
Co-Authors Alfianto, Mochamad Rizal Andika, Winda Fingki Arum, Indah Sekar Chairunnisa, Karin Kamila, Syafa Tasya Novari, Eri Safira, Dela Supriyadi