Effects of customer relationship management on organizational performance

Customer Relationship Management (CRM) is a process that focuses on initiating, maintaining, and retention of long-term customer relationships with the help of information technology, to achieve better economic performance. Therefore, the paper examines the effects of CRM dimensions on financial and...
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Autor*in:	Nedeljković, Ivana [verfasserIn] Zlatanović, Dejana [verfasserIn] Marinković, Veljko [verfasserIn]

Format:	E-Artikel
Sprache:	Englisch

Erschienen:	2022

Rechteinformationen:	Open Access Namensnennung - Nicht kommerziell - Keine Bearbeitungen 3.0 International ; CC BY-NC-ND 3.0

Schlagwörter:	CRM consumer focus CRM organization CRM technology knowledge management organizational performance image

Übergeordnetes Werk:	Enthalten in: Ekonomske teme - Niš : Faculty of Economics Nis, 2009, 60(2022), 2 vom: Juni, Seite 237-258
Übergeordnetes Werk:	volume:60 ; year:2022 ; number:2 ; month:06 ; pages:237-258

Links:	Link aufrufen Link aufrufen

DOI / URN:	10.2478/ethemes-2022-0014

Katalog-ID:	1846264634

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allfields	10.2478/ethemes-2022-0014 doi (DE-627)1846264634 (DE-599)KXP1846264634 DE-627 ger DE-627 rda eng M30 M31 M39 jelc Nedeljković, Ivana verfasserin aut Effects of customer relationship management on organizational performance Ivana Nedeljković, Dejana Zlatanović, Veljko Marinković 2022 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier DE-206 Open Access Controlled Vocabulary for Access Rights http://purl.org/coar/access_right/c_abf2 Customer Relationship Management (CRM) is a process that focuses on initiating, maintaining, and retention of long-term customer relationships with the help of information technology, to achieve better economic performance. Therefore, the paper examines the effects of CRM dimensions on financial and marketing performance, and moderates the role of an image on these relationships. The analysis included 106 organizations on the territory of the Republic of Serbia. The paper uses descriptive statistical analysis, correlation analysis, multiple regression analysis, and moderation regression analysis. The obtained results show that there is a negative statistically significant impact of CRM technology on financial and marketing performance. On the other hand, the existence of a positive statistically significant impact of consumer knowledge management on financial and marketing performance was found, as well as the fact that the image has negative moderating effects on these two relationships. The contribution of this paper is reflected in the unique structure of the research model, in the multidimensional observation of CRM, and measuring the impact of CRM dimensions on financial and marketing performance. Given that previous research has focused more on testing the main effects, rather than the interaction effects, the originality of the work is also contributed by testing the moderator role of the image on the relationship between CRM dimensions and organizational performance. DE-206 Namensnennung - Nicht kommerziell - Keine Bearbeitungen 3.0 International CC BY-NC-ND 3.0 cc https://creativecommons.org/licenses/by-nc-nd/3.0/ CRM (dpeaa)DE-206 consumer focus (dpeaa)DE-206 CRM organization (dpeaa)DE-206 CRM technology (dpeaa)DE-206 knowledge management (dpeaa)DE-206 organizational performance (dpeaa)DE-206 image (dpeaa)DE-206 Zlatanović, Dejana verfasserin aut Marinković, Veljko verfasserin aut Enthalten in Ekonomske teme Niš : Faculty of Economics Nis, 2009 60(2022), 2 vom: Juni, Seite 237-258 Online-Ressource (DE-627)618798846 (DE-600)2539222-0 (DE-576)322138027 2217-3668 nnns volume:60 year:2022 number:2 month:06 pages:237-258 https://sciendo.com/pdf/10.2478/ethemes-2022-0014 Verlag kostenfrei https://doi.org/10.2478/ethemes-2022-0014 Resolving-System kostenfrei GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_39 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_73 GBV_ILN_95 GBV_ILN_105 GBV_ILN_110 GBV_ILN_151 GBV_ILN_152 GBV_ILN_161 GBV_ILN_206 GBV_ILN_213 GBV_ILN_230 GBV_ILN_285 GBV_ILN_293 GBV_ILN_370 GBV_ILN_602 GBV_ILN_2006 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2014 GBV_ILN_2020 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2055 GBV_ILN_2111 GBV_ILN_4012 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4367 GBV_ILN_4700 GBV_ILN_2403 GBV_ILN_2403 ISIL_DE-LFER 60 2022 2 6 237-258 AR 60 2022 2 6 237-258 26 01 0206 432554822X x1z 26-05-23 2403 01 DE-LFER 4339968846 00 --%%-- --%%-- n --%%-- l01 17-06-23 2403 01 DE-LFER https://doi.org/10.2478/ethemes-2022-0014 2403 01 DE-LFER https://sciendo.com/pdf/10.2478/ethemes-2022-0014
spelling	10.2478/ethemes-2022-0014 doi (DE-627)1846264634 (DE-599)KXP1846264634 DE-627 ger DE-627 rda eng M30 M31 M39 jelc Nedeljković, Ivana verfasserin aut Effects of customer relationship management on organizational performance Ivana Nedeljković, Dejana Zlatanović, Veljko Marinković 2022 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier DE-206 Open Access Controlled Vocabulary for Access Rights http://purl.org/coar/access_right/c_abf2 Customer Relationship Management (CRM) is a process that focuses on initiating, maintaining, and retention of long-term customer relationships with the help of information technology, to achieve better economic performance. Therefore, the paper examines the effects of CRM dimensions on financial and marketing performance, and moderates the role of an image on these relationships. The analysis included 106 organizations on the territory of the Republic of Serbia. The paper uses descriptive statistical analysis, correlation analysis, multiple regression analysis, and moderation regression analysis. The obtained results show that there is a negative statistically significant impact of CRM technology on financial and marketing performance. On the other hand, the existence of a positive statistically significant impact of consumer knowledge management on financial and marketing performance was found, as well as the fact that the image has negative moderating effects on these two relationships. The contribution of this paper is reflected in the unique structure of the research model, in the multidimensional observation of CRM, and measuring the impact of CRM dimensions on financial and marketing performance. Given that previous research has focused more on testing the main effects, rather than the interaction effects, the originality of the work is also contributed by testing the moderator role of the image on the relationship between CRM dimensions and organizational performance. DE-206 Namensnennung - Nicht kommerziell - Keine Bearbeitungen 3.0 International CC BY-NC-ND 3.0 cc https://creativecommons.org/licenses/by-nc-nd/3.0/ CRM (dpeaa)DE-206 consumer focus (dpeaa)DE-206 CRM organization (dpeaa)DE-206 CRM technology (dpeaa)DE-206 knowledge management (dpeaa)DE-206 organizational performance (dpeaa)DE-206 image (dpeaa)DE-206 Zlatanović, Dejana verfasserin aut Marinković, Veljko verfasserin aut Enthalten in Ekonomske teme Niš : Faculty of Economics Nis, 2009 60(2022), 2 vom: Juni, Seite 237-258 Online-Ressource (DE-627)618798846 (DE-600)2539222-0 (DE-576)322138027 2217-3668 nnns volume:60 year:2022 number:2 month:06 pages:237-258 https://sciendo.com/pdf/10.2478/ethemes-2022-0014 Verlag kostenfrei https://doi.org/10.2478/ethemes-2022-0014 Resolving-System kostenfrei GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_39 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_73 GBV_ILN_95 GBV_ILN_105 GBV_ILN_110 GBV_ILN_151 GBV_ILN_152 GBV_ILN_161 GBV_ILN_206 GBV_ILN_213 GBV_ILN_230 GBV_ILN_285 GBV_ILN_293 GBV_ILN_370 GBV_ILN_602 GBV_ILN_2006 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2014 GBV_ILN_2020 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2055 GBV_ILN_2111 GBV_ILN_4012 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4367 GBV_ILN_4700 GBV_ILN_2403 GBV_ILN_2403 ISIL_DE-LFER 60 2022 2 6 237-258 AR 60 2022 2 6 237-258 26 01 0206 432554822X x1z 26-05-23 2403 01 DE-LFER 4339968846 00 --%%-- --%%-- n --%%-- l01 17-06-23 2403 01 DE-LFER https://doi.org/10.2478/ethemes-2022-0014 2403 01 DE-LFER https://sciendo.com/pdf/10.2478/ethemes-2022-0014
allfields_unstemmed	10.2478/ethemes-2022-0014 doi (DE-627)1846264634 (DE-599)KXP1846264634 DE-627 ger DE-627 rda eng M30 M31 M39 jelc Nedeljković, Ivana verfasserin aut Effects of customer relationship management on organizational performance Ivana Nedeljković, Dejana Zlatanović, Veljko Marinković 2022 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier DE-206 Open Access Controlled Vocabulary for Access Rights http://purl.org/coar/access_right/c_abf2 Customer Relationship Management (CRM) is a process that focuses on initiating, maintaining, and retention of long-term customer relationships with the help of information technology, to achieve better economic performance. Therefore, the paper examines the effects of CRM dimensions on financial and marketing performance, and moderates the role of an image on these relationships. The analysis included 106 organizations on the territory of the Republic of Serbia. The paper uses descriptive statistical analysis, correlation analysis, multiple regression analysis, and moderation regression analysis. The obtained results show that there is a negative statistically significant impact of CRM technology on financial and marketing performance. On the other hand, the existence of a positive statistically significant impact of consumer knowledge management on financial and marketing performance was found, as well as the fact that the image has negative moderating effects on these two relationships. The contribution of this paper is reflected in the unique structure of the research model, in the multidimensional observation of CRM, and measuring the impact of CRM dimensions on financial and marketing performance. Given that previous research has focused more on testing the main effects, rather than the interaction effects, the originality of the work is also contributed by testing the moderator role of the image on the relationship between CRM dimensions and organizational performance. DE-206 Namensnennung - Nicht kommerziell - Keine Bearbeitungen 3.0 International CC BY-NC-ND 3.0 cc https://creativecommons.org/licenses/by-nc-nd/3.0/ CRM (dpeaa)DE-206 consumer focus (dpeaa)DE-206 CRM organization (dpeaa)DE-206 CRM technology (dpeaa)DE-206 knowledge management (dpeaa)DE-206 organizational performance (dpeaa)DE-206 image (dpeaa)DE-206 Zlatanović, Dejana verfasserin aut Marinković, Veljko verfasserin aut Enthalten in Ekonomske teme Niš : Faculty of Economics Nis, 2009 60(2022), 2 vom: Juni, Seite 237-258 Online-Ressource (DE-627)618798846 (DE-600)2539222-0 (DE-576)322138027 2217-3668 nnns volume:60 year:2022 number:2 month:06 pages:237-258 https://sciendo.com/pdf/10.2478/ethemes-2022-0014 Verlag kostenfrei https://doi.org/10.2478/ethemes-2022-0014 Resolving-System kostenfrei GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_39 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_73 GBV_ILN_95 GBV_ILN_105 GBV_ILN_110 GBV_ILN_151 GBV_ILN_152 GBV_ILN_161 GBV_ILN_206 GBV_ILN_213 GBV_ILN_230 GBV_ILN_285 GBV_ILN_293 GBV_ILN_370 GBV_ILN_602 GBV_ILN_2006 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2014 GBV_ILN_2020 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2055 GBV_ILN_2111 GBV_ILN_4012 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4367 GBV_ILN_4700 GBV_ILN_2403 GBV_ILN_2403 ISIL_DE-LFER 60 2022 2 6 237-258 AR 60 2022 2 6 237-258 26 01 0206 432554822X x1z 26-05-23 2403 01 DE-LFER 4339968846 00 --%%-- --%%-- n --%%-- l01 17-06-23 2403 01 DE-LFER https://doi.org/10.2478/ethemes-2022-0014 2403 01 DE-LFER https://sciendo.com/pdf/10.2478/ethemes-2022-0014
allfieldsGer	10.2478/ethemes-2022-0014 doi (DE-627)1846264634 (DE-599)KXP1846264634 DE-627 ger DE-627 rda eng M30 M31 M39 jelc Nedeljković, Ivana verfasserin aut Effects of customer relationship management on organizational performance Ivana Nedeljković, Dejana Zlatanović, Veljko Marinković 2022 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier DE-206 Open Access Controlled Vocabulary for Access Rights http://purl.org/coar/access_right/c_abf2 Customer Relationship Management (CRM) is a process that focuses on initiating, maintaining, and retention of long-term customer relationships with the help of information technology, to achieve better economic performance. Therefore, the paper examines the effects of CRM dimensions on financial and marketing performance, and moderates the role of an image on these relationships. The analysis included 106 organizations on the territory of the Republic of Serbia. The paper uses descriptive statistical analysis, correlation analysis, multiple regression analysis, and moderation regression analysis. The obtained results show that there is a negative statistically significant impact of CRM technology on financial and marketing performance. On the other hand, the existence of a positive statistically significant impact of consumer knowledge management on financial and marketing performance was found, as well as the fact that the image has negative moderating effects on these two relationships. The contribution of this paper is reflected in the unique structure of the research model, in the multidimensional observation of CRM, and measuring the impact of CRM dimensions on financial and marketing performance. Given that previous research has focused more on testing the main effects, rather than the interaction effects, the originality of the work is also contributed by testing the moderator role of the image on the relationship between CRM dimensions and organizational performance. DE-206 Namensnennung - Nicht kommerziell - Keine Bearbeitungen 3.0 International CC BY-NC-ND 3.0 cc https://creativecommons.org/licenses/by-nc-nd/3.0/ CRM (dpeaa)DE-206 consumer focus (dpeaa)DE-206 CRM organization (dpeaa)DE-206 CRM technology (dpeaa)DE-206 knowledge management (dpeaa)DE-206 organizational performance (dpeaa)DE-206 image (dpeaa)DE-206 Zlatanović, Dejana verfasserin aut Marinković, Veljko verfasserin aut Enthalten in Ekonomske teme Niš : Faculty of Economics Nis, 2009 60(2022), 2 vom: Juni, Seite 237-258 Online-Ressource (DE-627)618798846 (DE-600)2539222-0 (DE-576)322138027 2217-3668 nnns volume:60 year:2022 number:2 month:06 pages:237-258 https://sciendo.com/pdf/10.2478/ethemes-2022-0014 Verlag kostenfrei https://doi.org/10.2478/ethemes-2022-0014 Resolving-System kostenfrei GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_39 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_73 GBV_ILN_95 GBV_ILN_105 GBV_ILN_110 GBV_ILN_151 GBV_ILN_152 GBV_ILN_161 GBV_ILN_206 GBV_ILN_213 GBV_ILN_230 GBV_ILN_285 GBV_ILN_293 GBV_ILN_370 GBV_ILN_602 GBV_ILN_2006 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2014 GBV_ILN_2020 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2055 GBV_ILN_2111 GBV_ILN_4012 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4367 GBV_ILN_4700 GBV_ILN_2403 GBV_ILN_2403 ISIL_DE-LFER 60 2022 2 6 237-258 AR 60 2022 2 6 237-258 26 01 0206 432554822X x1z 26-05-23 2403 01 DE-LFER 4339968846 00 --%%-- --%%-- n --%%-- l01 17-06-23 2403 01 DE-LFER https://doi.org/10.2478/ethemes-2022-0014 2403 01 DE-LFER https://sciendo.com/pdf/10.2478/ethemes-2022-0014
allfieldsSound	10.2478/ethemes-2022-0014 doi (DE-627)1846264634 (DE-599)KXP1846264634 DE-627 ger DE-627 rda eng M30 M31 M39 jelc Nedeljković, Ivana verfasserin aut Effects of customer relationship management on organizational performance Ivana Nedeljković, Dejana Zlatanović, Veljko Marinković 2022 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier DE-206 Open Access Controlled Vocabulary for Access Rights http://purl.org/coar/access_right/c_abf2 Customer Relationship Management (CRM) is a process that focuses on initiating, maintaining, and retention of long-term customer relationships with the help of information technology, to achieve better economic performance. Therefore, the paper examines the effects of CRM dimensions on financial and marketing performance, and moderates the role of an image on these relationships. The analysis included 106 organizations on the territory of the Republic of Serbia. The paper uses descriptive statistical analysis, correlation analysis, multiple regression analysis, and moderation regression analysis. The obtained results show that there is a negative statistically significant impact of CRM technology on financial and marketing performance. On the other hand, the existence of a positive statistically significant impact of consumer knowledge management on financial and marketing performance was found, as well as the fact that the image has negative moderating effects on these two relationships. The contribution of this paper is reflected in the unique structure of the research model, in the multidimensional observation of CRM, and measuring the impact of CRM dimensions on financial and marketing performance. Given that previous research has focused more on testing the main effects, rather than the interaction effects, the originality of the work is also contributed by testing the moderator role of the image on the relationship between CRM dimensions and organizational performance. DE-206 Namensnennung - Nicht kommerziell - Keine Bearbeitungen 3.0 International CC BY-NC-ND 3.0 cc https://creativecommons.org/licenses/by-nc-nd/3.0/ CRM (dpeaa)DE-206 consumer focus (dpeaa)DE-206 CRM organization (dpeaa)DE-206 CRM technology (dpeaa)DE-206 knowledge management (dpeaa)DE-206 organizational performance (dpeaa)DE-206 image (dpeaa)DE-206 Zlatanović, Dejana verfasserin aut Marinković, Veljko verfasserin aut Enthalten in Ekonomske teme Niš : Faculty of Economics Nis, 2009 60(2022), 2 vom: Juni, Seite 237-258 Online-Ressource (DE-627)618798846 (DE-600)2539222-0 (DE-576)322138027 2217-3668 nnns volume:60 year:2022 number:2 month:06 pages:237-258 https://sciendo.com/pdf/10.2478/ethemes-2022-0014 Verlag kostenfrei https://doi.org/10.2478/ethemes-2022-0014 Resolving-System kostenfrei GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_39 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_73 GBV_ILN_95 GBV_ILN_105 GBV_ILN_110 GBV_ILN_151 GBV_ILN_152 GBV_ILN_161 GBV_ILN_206 GBV_ILN_213 GBV_ILN_230 GBV_ILN_285 GBV_ILN_293 GBV_ILN_370 GBV_ILN_602 GBV_ILN_2006 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2014 GBV_ILN_2020 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2055 GBV_ILN_2111 GBV_ILN_4012 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4367 GBV_ILN_4700 GBV_ILN_2403 GBV_ILN_2403 ISIL_DE-LFER 60 2022 2 6 237-258 AR 60 2022 2 6 237-258 26 01 0206 432554822X x1z 26-05-23 2403 01 DE-LFER 4339968846 00 --%%-- --%%-- n --%%-- l01 17-06-23 2403 01 DE-LFER https://doi.org/10.2478/ethemes-2022-0014 2403 01 DE-LFER https://sciendo.com/pdf/10.2478/ethemes-2022-0014
language	English
source	Enthalten in Ekonomske teme 60(2022), 2 vom: Juni, Seite 237-258 volume:60 year:2022 number:2 month:06 pages:237-258
sourceStr	Enthalten in Ekonomske teme 60(2022), 2 vom: Juni, Seite 237-258 volume:60 year:2022 number:2 month:06 pages:237-258
format_phy_str_mv	Article
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institution	findex.gbv.de
selectbib_iln_str_mv	26@1z 2403@01
topic_facet	CRM consumer focus CRM organization CRM technology knowledge management organizational performance image
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container_title	Ekonomske teme
authorswithroles_txt_mv	Nedeljković, Ivana @@aut@@ Zlatanović, Dejana @@aut@@ Marinković, Veljko @@aut@@
publishDateDaySort_date	2022-06-01T00:00:00Z
hierarchy_top_id	618798846
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topic_title	M30 M31 M39 jelc Effects of customer relationship management on organizational performance Ivana Nedeljković, Dejana Zlatanović, Veljko Marinković CRM (dpeaa)DE-206 consumer focus (dpeaa)DE-206 CRM organization (dpeaa)DE-206 CRM technology (dpeaa)DE-206 knowledge management (dpeaa)DE-206 organizational performance (dpeaa)DE-206 image (dpeaa)DE-206
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title_full	Effects of customer relationship management on organizational performance Ivana Nedeljković, Dejana Zlatanović, Veljko Marinković
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title_sort	effects of customer relationship management on organizational performance
title_auth	Effects of customer relationship management on organizational performance
abstract	Customer Relationship Management (CRM) is a process that focuses on initiating, maintaining, and retention of long-term customer relationships with the help of information technology, to achieve better economic performance. Therefore, the paper examines the effects of CRM dimensions on financial and marketing performance, and moderates the role of an image on these relationships. The analysis included 106 organizations on the territory of the Republic of Serbia. The paper uses descriptive statistical analysis, correlation analysis, multiple regression analysis, and moderation regression analysis. The obtained results show that there is a negative statistically significant impact of CRM technology on financial and marketing performance. On the other hand, the existence of a positive statistically significant impact of consumer knowledge management on financial and marketing performance was found, as well as the fact that the image has negative moderating effects on these two relationships. The contribution of this paper is reflected in the unique structure of the research model, in the multidimensional observation of CRM, and measuring the impact of CRM dimensions on financial and marketing performance. Given that previous research has focused more on testing the main effects, rather than the interaction effects, the originality of the work is also contributed by testing the moderator role of the image on the relationship between CRM dimensions and organizational performance.
abstractGer	Customer Relationship Management (CRM) is a process that focuses on initiating, maintaining, and retention of long-term customer relationships with the help of information technology, to achieve better economic performance. Therefore, the paper examines the effects of CRM dimensions on financial and marketing performance, and moderates the role of an image on these relationships. The analysis included 106 organizations on the territory of the Republic of Serbia. The paper uses descriptive statistical analysis, correlation analysis, multiple regression analysis, and moderation regression analysis. The obtained results show that there is a negative statistically significant impact of CRM technology on financial and marketing performance. On the other hand, the existence of a positive statistically significant impact of consumer knowledge management on financial and marketing performance was found, as well as the fact that the image has negative moderating effects on these two relationships. The contribution of this paper is reflected in the unique structure of the research model, in the multidimensional observation of CRM, and measuring the impact of CRM dimensions on financial and marketing performance. Given that previous research has focused more on testing the main effects, rather than the interaction effects, the originality of the work is also contributed by testing the moderator role of the image on the relationship between CRM dimensions and organizational performance.
abstract_unstemmed	Customer Relationship Management (CRM) is a process that focuses on initiating, maintaining, and retention of long-term customer relationships with the help of information technology, to achieve better economic performance. Therefore, the paper examines the effects of CRM dimensions on financial and marketing performance, and moderates the role of an image on these relationships. The analysis included 106 organizations on the territory of the Republic of Serbia. The paper uses descriptive statistical analysis, correlation analysis, multiple regression analysis, and moderation regression analysis. The obtained results show that there is a negative statistically significant impact of CRM technology on financial and marketing performance. On the other hand, the existence of a positive statistically significant impact of consumer knowledge management on financial and marketing performance was found, as well as the fact that the image has negative moderating effects on these two relationships. The contribution of this paper is reflected in the unique structure of the research model, in the multidimensional observation of CRM, and measuring the impact of CRM dimensions on financial and marketing performance. Given that previous research has focused more on testing the main effects, rather than the interaction effects, the originality of the work is also contributed by testing the moderator role of the image on the relationship between CRM dimensions and organizational performance.
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title_short	Effects of customer relationship management on organizational performance
url	https://sciendo.com/pdf/10.2478/ethemes-2022-0014 https://doi.org/10.2478/ethemes-2022-0014
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