IDEAS home Printed from https://ideas.repec.org/a/ebj/ijpssr/2025v4iiiia2.html
   My bibliography  Save this article

The Study of Customer Relationship Management (CRM) Systems and Their Impact on Organizational Performance

Author

Listed:
  • Ahmadullah Esmat

Abstract

Customer Relationship Management (CRM) systems are among the essential tools for organizations aiming to improve organizational performance, maintain competitiveness in business environments, identify critical success factors, and adapt to today’s dynamic conditions. CRM systems are designed to simplify and manage interactions with current and potential customers by providing information about customer behavior, enabling organizations to tailor their products and services according to market needs. Customer loyalty is an important driver for long-term business success. Maintaining loyalty in a competitive market, where customers have multiple options, has become increasingly challenging. To achieve their goals, organizations consider strategies such as personalized marketing, loyalty programs, and Customer Relationship Management (CRM) systems. As competition to attract customers intensifies, CRM is recognized as a key factor for operational efficiency, customer satisfaction, marketing effectiveness, sales efficiency, and customer retention, ultimately leading to commercial success in organizations and enterprises. Achieving these goals requires investment in employee training and engagement, initiative leadership, change management, and leveraging technology to enhance CRM capabilities and emerging technologies.

Suggested Citation

  • Ahmadullah Esmat, 2025. "The Study of Customer Relationship Management (CRM) Systems and Their Impact on Organizational Performance," International Journal of Politics & Social Sciences Review (IJPSSR), International Journal of Politics & Social Sciences Review (IJPSSR), vol. 4(III), pages 15-21.
    • Handle: RePEc:ebj:ijpssr:2025v4iiiia2
    as

    Download full text from publisher

    File URL: https://ojs.ijpssr.org.pk/index.php/ijpssr/article/download/176/130/1407
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Risselada, Hans & Verhoef, Peter C. & Bijmolt, Tammo H.A., 2010. "Staying Power of Churn Prediction Models," Journal of Interactive Marketing, Elsevier, vol. 24(3), pages 198-208.
    2. Philipp Afèche & Mojtaba Araghi & Opher Baron, 2017. "Customer Acquisition, Retention, and Service Access Quality: Optimal Advertising, Capacity Level, and Capacity Allocation," Manufacturing & Service Operations Management, INFORMS, vol. 19(4), pages 674-691, October.
    3. Mingshu Wang, 2021. "Polycentric urban development and urban amenities: Evidence from Chinese cities," Environment and Planning B, , vol. 48(3), pages 400-416, March.
    4. Ewing, Michael T. & Jevons, Colin P. & Khalil, Elias L., 2009. "Brand death: A developmental model of senescence," Journal of Business Research, Elsevier, vol. 62(3), pages 332-338, March.
    5. Mercedes Esteban-Bravo & Jose M. Vidal-Sanz & Gökhan Yildirim, 2014. "Valuing Customer Portfolios with Endogenous Mass and Direct Marketing Interventions Using a Stochastic Dynamic Programming Decomposition," Marketing Science, INFORMS, vol. 33(5), pages 621-640, September.
    6. Tuck Siong Chung & Roland T. Rust & Michel Wedel, 2009. "My Mobile Music: An Adaptive Personalization System for Digital Audio Players," Marketing Science, INFORMS, vol. 28(1), pages 52-68, 01-02.
    7. Chen, Kee-Kuo & Ho, Hui-Ping & Chang, Ching-Ter, 2015. "Estimating attributes importance for container shipping industry by closing the listening gap with maximum convergent validity," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 79(C), pages 145-163.
    8. Rajiv Banker & Yi Liang & Narayan Ramasubbu, 2021. "Technical Debt and Firm Performance," Management Science, INFORMS, vol. 67(5), pages 3174-3194, May.
    9. Halbheer, Daniel & Gärtner, Dennis L. & Gerstner, Eitan & Koenigsberg, Oded, 2018. "Optimizing service failure and damage control," International Journal of Research in Marketing, Elsevier, vol. 35(1), pages 100-115.
    10. Cary Deck & Erik O Kimbrough & Steeve Mongrain, 2014. "Paying for Express Checkout: Competition and Price Discrimination in Multi-Server Queuing Systems," PLOS ONE, Public Library of Science, vol. 9(3), pages 1-13, March.
    11. Jeffrey Dotson & Joseph Retzer & Greg Allenby, 2008. "Non-normal simultaneous regression models for customer linkage analysis," Quantitative Marketing and Economics (QME), Springer, vol. 6(3), pages 257-277, September.
    12. Lewis, Michael & Whitler, Kimberly A. & Hoegg, JoAndrea, 2013. "Customer Relationship Stage and the Use of Picture-Dominant versus Text-Dominant Advertising: A Field Study," Journal of Retailing, Elsevier, vol. 89(3), pages 263-280.
    13. Kim, Jeong Hyun & Kim, Jungkeun & Baek, Tae Hyun & Kim, Changju, 2025. "ChatGPT personalized and humorous recommendations," Annals of Tourism Research, Elsevier, vol. 110(C).
    14. Ruba Aljafari & Franck Soh & Pankaj Setia & Ritu Agarwal, 2024. "The local environment matters: Evidence from digital healthcare services for patient engagement," Journal of the Academy of Marketing Science, Springer, vol. 52(5), pages 1343-1365, October.
    15. Lambillotte, Laetitia & Magrofuoco, Nathan & Poncin, Ingrid & Vanderdonckt, Jean, 2022. "Enhancing playful customer experience with personalization," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    16. Andrés Musalem & Yogesh V. Joshi, 2009. "—How Much Should You Invest in Each Customer Relationship? A Competitive Strategic Approach," Marketing Science, INFORMS, vol. 28(3), pages 555-565, 05-06.
    17. Ballestar, María Teresa & Grau-Carles, Pilar & Sainz, Jorge, 2016. "Consumer behavior on cashback websites: Network strategies," Journal of Business Research, Elsevier, vol. 69(6), pages 2101-2107.
    18. Huang, Ming-Hui & Dev, Chekitan S., 2020. "Growing the service brand," International Journal of Research in Marketing, Elsevier, vol. 37(2), pages 281-300.
    19. Kunz, Werner H. & Hogreve, Jens, 2011. "Toward a deeper understanding of service marketing: The past, the present, and the future," International Journal of Research in Marketing, Elsevier, vol. 28(3), pages 231-247.
    20. Timothy L. Keiningham & Lerzan Aksoy & Bruce Cooil & Tor Wallin Andreassen, 2008. "—Net Promoter, Recommendations, and Business Performance: A Clarification on Morgan and Rego," Marketing Science, INFORMS, vol. 27(3), pages 531-532, 05-06.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ebj:ijpssr:2025v4iiiia2. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Hazrat Bilal (email available below). General contact details of provider: http://www.ijpssr.org.pk .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.