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IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT TECHNOLOGICAL TURBULENCE AND CUSTOMERCENTRIC MANAGEMENT ON FINANCIAL PERFORMANCE

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02 Pages : 9-25

http://dx.doi.org/10.31703/ger.2022(VII-III).02      10.31703/ger.2022(VII-III).02      Published : Sep 2022

Impact of Customer Relationship Management, Technological Turbulence, and Customer-Centric Management on Financial Performance

Abstract

    CRM improves competitiveness. To adopt CRM, you must know client wants and trends. Technological Turbulence plays a vital role in the adoption of CRM. The research examines how internal/external information integration and supply chain performance affect corporate finances. Primary data was collected from the service sectors in Lahore. Questionnaires were spread around 150 and collected 121 valid responses. The demographic analysis was performed on SPSS. Regression and correlation analysis were performed on Smart-PLS (3.0). From B2C perspective, CRM adoption has a significant positive impact on organizations performance in the service industry. CRM adaptation is primarily focused and should be discussed within the organisation for a more effective approach. Thus, technological turbulence and internal/external information integration have a bad impact on the financial performance of a company. The results show that IEII doesn’t have an influence on financial performance. This study is valuable for the industry, such as banks or other business-to-customer (B2C) firms.

    Internal/External Information Integration, CRM, B2C Marketing, Service Management, Technological Turbulence

    (1) Muhammad Asad Hamid
    Department of Business & Management Sciences, Superior University, Lahore, Punjab, Pakistan.
    (2) Suhail Abid
    Department of Business & Management Sciences, Superior University, Lahore, Punjab, Pakistan
    (3) Muhammad Waqas Rana
    School of Economics & Management, North China Electric Power University, Beijing, China.
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Cite this article

APA

    APA : Hamid, M. A., Abid, S., & Rana, M. W. (2022). Impact of Customer Relationship Management, Technological Turbulence, and Customer-Centric Management on Financial Performance. Global Economics Review, VII(III), 9-25. https://doi.org/10.31703/ger.2022(VII-III).02

CHICAGO

    CHICAGO : Hamid, Muhammad Asad, Suhail Abid, and Muhammad Waqas Rana. 2022. "Impact of Customer Relationship Management, Technological Turbulence, and Customer-Centric Management on Financial Performance." Global Economics Review, VII (III): 9-25 doi: 10.31703/ger.2022(VII-III).02

HARVARD

    HARVARD : HAMID, M. A., ABID, S. & RANA, M. W. 2022. Impact of Customer Relationship Management, Technological Turbulence, and Customer-Centric Management on Financial Performance. Global Economics Review, VII, 9-25.

MHRA

    MHRA : Hamid, Muhammad Asad, Suhail Abid, and Muhammad Waqas Rana. 2022. "Impact of Customer Relationship Management, Technological Turbulence, and Customer-Centric Management on Financial Performance." Global Economics Review, VII: 9-25

MLA

    MLA : Hamid, Muhammad Asad, Suhail Abid, and Muhammad Waqas Rana. "Impact of Customer Relationship Management, Technological Turbulence, and Customer-Centric Management on Financial Performance." Global Economics Review, VII.III (2022): 9-25 Print.

OXFORD

    OXFORD : Hamid, Muhammad Asad, Abid, Suhail, and Rana, Muhammad Waqas (2022), "Impact of Customer Relationship Management, Technological Turbulence, and Customer-Centric Management on Financial Performance", Global Economics Review, VII (III), 9-25

TURABIAN

    TURABIAN : Hamid, Muhammad Asad, Suhail Abid, and Muhammad Waqas Rana. "Impact of Customer Relationship Management, Technological Turbulence, and Customer-Centric Management on Financial Performance." Global Economics Review VII, no. III (2022): 9-25. https://doi.org/10.31703/ger.2022(VII-III).02