Integrated Management Research Project Assignment Sample
Introduction
Customer relationship management is one of the most important elements that is used to take a beneficial role in increasing organisational growth and development activities. The entire study is going to elaborate on the 10 articles and their significance in CRM. Moreover, in this study, a brief explanation of the findings of the articles is going to be discussed with a self-reflection procedure. The aim, objectives and research methods of the articles are going to take place in this section of the study. Moreover, the limitations and usefulness of each citation are also going to be part of the study.
Annotated Bibliography
Citation 1: Zerbino, P., Aloini, D., Dulmin, R. and Mininno, V., 2018. Big Data-enabled customer relationship management: A holistic approach. Information Processing & Management, 54(5), pp.818-846.
In this article, Zerbino et al. have explained the importance of customer relationship management and its importance for organisational development and growth. The main aim of the article is to find out the necessities of CRM that are necessary for organisational growth and development activities. The secondary method has been followed for the collection of information and data about CRM. The authors have tried to focus on Critical Success Factors (CSFs) of CRM initiatives for organisational growth and development activities. The research has focused on the initiatives of CRM for fulfilling organisational goals and objectives. The main limitation of the study is that the practical example of the CRM has not been elaborated as well as the application of the CRM strategies has not been elaborated appropriately. The authors have provided a short explanation of the CRM strategies and their importance for organisational development purposes. I have realised that the research study can be valuable for understanding the main role of CRM and the strategies that need to be incorporated.
Citation 2: Soltani, Z., Zareie, B., Milani, F.S. and Navimipour, N.J., 2018. The impact of the customer relationship management on the organization performance. The Journal of High Technology Management Research, 29(2), pp.237-246.
In this article, Soltani et al. (2018) provided an explanation of the role of CRM in increasing growth opportunities. The main aim of writing the article is to determine the importance of CRM for improving Relationship Marketing (RM) principles and for making this research successful; in this study, a secondary method has been followed. The author’s research has focused on addressing the significance of CRM for enhancing organisational growth and development activities. The research has helped to enhance the knowledge about comprehensive strategy and process for CRM activities. The main limitation of the study is, in this research, the practical experience has not been explained appropriately. The authors of the articles have explained the CRM strategies and the expected outcomes after applying them. I have realised that the equation in this study provided an idea about the necessities of the development procedure of Walton electronics and increasing product selling activities in the competitive market.
Citation 3: Talón-Ballestero, P., González-Serrano, L., Soguero-Ruiz, C., Muñoz-Romero, S. and Rojo-Álvarez, J.L., 2018. Using big data from customer relationship management information systems to determine the client profile in the hotel sector. Tourism Management, 68, pp.187-197
In this article, Talón-Ballestero et al. have provided some strategies and the importance of CRM maintenance procedures. In this section of the article, the application of big data management systems for making organisational development procedures has been elaborated. The main aim of writing the research article is to analyse the role of marketing strategies and customer engagement procedures with the involvement of CRM strategies, and the secondary data collection method has taken place for this. The entire research is going to be addressing the big data management system for CRM activities. The article can provide me with major support to fulfil my research study, that is, performance improvement of Walton electronics. In this article, a major limitation has been seen, and that is, instead of explaining useful CRM strategies, it only focused on big data management systems. The application of big data management systems can enhance the customer relationship management system. I have realised that the application of big data management systems can be valuable for providing valuable suggestions about my research topic.
Citation 4: Itani, O.S., Krush, M.T., Agnihotri, R. and Trainor, K.J., 2020. Social media and customer relationship management technologies: Influencing buyer-seller information exchanges. Industrial Marketing Management, 90, pp.264-275.
In this article, Itani et al. have explained the role of technologies in making a good relationship with customers. The aim of the research is to determine the role of technologies in making a good relationship with customers for organisational growth and development activities. The scope of the research study is to analyse the importance of technologies for making a good interaction with consumers and analysing their demands. The research article will provide knowledge about the importance of CRM strategies for making a good interaction with consumers of Walton electronics. In this research, no feedback from any customers or organisational owners has been provided. In order to make a good relationship with consumers, the management of the organisations needs to apply technological activities. The author’s provided information about the CRM activities that will provide a beneficial role in fulfilling the aim and objectives of my study and finding out the procedure to make a good interaction with customers.
Citation 5: Foltean, F.S., Trif, S.M. and Tuleu, D.L., 2019. Customer relationship management capabilities and social media technology use: Consequences on firm performance. Journal of Business Research, 104, pp.563-575.
Fortean et al. explained the strategies and methods of the CRM activities, including their importance. The main aim of the article is to determine the specific strikes that have been applied by other organisations for making a good relationship with consumers. The research has focused on making a good interaction process with consumers as well as the guidance has also helped to provide suggestions about making good relationships with customers. The data and information that have been provided in this article have provided massive support for fulfilling my subject topic’s requirements. There is a survey regarding data that have not been provided in this study, and it is a big limitation of the study, including the fewer number of strategies that have taken place in this section of the study. In order to increase the organisational development and growth activities, the application of CRM strategies is one of the most important elements used to provide massive support for customer satisfaction improvement. I have realised that, in the case of fulfilling the main aim of the study, the instruction of the article can provide useful support.
Citation 6: Sota, S., Chaudhry, H., Chamaria, A. and Chauhan, A., 2018. Customer relationship management research from 2007 to 2016: An academic literature review. Journal of Relationship Marketing, 17(4), pp.277-291.
Sota et al. (2018) stated that, in order to enhance organisational sales, the involvement of CRM strategies could provide massive support. The main aim of the research is to determine the impact and significance of applying the CRM strategies for making a good interaction with people, and for doing the research, the secondary data collection method has been followed. The main scope of the research is to get some important strategies that are related to business development and growth. The provided evidence and information will provide a beneficial role in fulfilling my study’s aim and objectives. The major limitation of the research is that in this study, no in-depth result about the CRM method has been explained. The proper application of CRM methods is used to take an important role in increasing product selling. I have realised that the provided structure and information will be beneficial for fulfilling my research topic.
Citation 7: Guha, S., Harrigan, P. and Soutar, G., 2018. Linking social media to customer relationship management (CRM): A qualitative study on SMEs. Journal of Small Business & Entrepreneurship, 30(3), pp.193-214.
In this article, Guha et al. (2018) stated that, in order to enhance organisational growth factors in the global competitive market, the application of CRM strategies is one of the most beneficial activities. The main aim of the study is to determine the CRM strategies that have been followed by the SMEs in the global competitive market and to make this secondary and primary data collection method has been followed. The scope of the study is to analyse the role of CRM in getting solutions to customer demands. The application of the CRM strategies and methods that have taken place in this study will provide a beneficial role in getting knowledge about the CRM strategies for Walton electronics. In this research study, some limitations are present, such as this study not being too much focused on secondary data collection methods. In the case of product selling development purposes, the application of dynamic capabilities is one of the major elements. I have realised that, for the fulfilment of my research topic, the information of the study can provide a beneficial role.
Citation 8: Yerpude, S. and Singhal, T.K., 2018. Internet of things based customer relationship management–a research perspective. International Journal of Engineering & Technology, 7(2.7), pp.444-450.
Yerpude and Singhal (2018) opined that the application of CRM strategies is one of the most beneficial activities for organisational growth cities. Analysis of the elements that are related to organisational development and growth is the main aim of the study, and the secondary data collection method has been followed. The scope of the research study is to find out the methods that are related to organisational growth activities. The authors have provided a major explanation of the methods and the importance of the IoT edition, which can be valuable for fulfilling the main objectives of my research topic. In this research topic, the primary data did collect, and it is a major limitation of the study. In order to increase the organisational circumference, the application of IoT based methods has played an important role as well as it can also be beneficial for organisational development procedures. The provided information and data about CRM can be valuable for my research topic.
Citation 9: Kim, H.G. and Wang, Z., 2019. Defining and measuring social customer-relationship management (CRM) capabilities. Journal of Marketing Analytics, 7(1), pp.40-50.
In this research article, Kim and Wang (2019) commented that CRM capabilities consist of customer centric management systems and emerging technological resources. The main aim of the research is to find out the CRM capabilities that are part of organisational development as well as the secondary data collection method followed for this study. The major scope of the research is to analyse the importance of CRM capabilities. These suggestions of the authors will be helpful in improving my research and providing more information. A practical explanation has not been provided in this research, and it is a major limitation of the research. The application of CRM Capabilities is one of the most important elements that is used to take an important role in organisational development and growth. The valuable information and strategies that have been discussed in this study can enhance the effort of making the objectives of my research topic.
Citation 10: Kantorová, K. and Bachmann, P., 2018. Social customer relationship management and organizational characteristics. Information, 9(12), p.306.
Kantorová and Bachmann (2018) commented that CRM strategies are used to provide an important role in making a good relationship between customers and the organisation. The aim of the research is to analyse the impacts of CRM on maintaining the organisational outcomes and growth factors; the secondary data collection method has been followed for collecting data. The main scope of the research is to analyse the customer influencing factors that are related to the organisational development procedure and growth activities. The provided information will be beneficial for the procedure of making a good customer relationship process for Walton electronics. In this research, there is no primary data has been provided, which is a major limitation of the study. In the case of market expansion procedure, the application of CRM strategies is one of the most important elements. The informative data can provide massive support for fulfilling my research topic’s main objectives.
Summary/Conclusion
After completing the entire study, it can be concluded that the proper maintenance of CRM strategies and methods are the most important elements that are used to take an important role in organisational benefits and growth factors. In this study, ten research articles have been explained that are related to CRM strategies and their significance. In order to enhance organisational growth and market expansion, the application of the strategies can provide a beneficial role. Additionally, the application of the CRM method helps to know about the demands of the customers as well as their criteria. The evidence and information have helped to fulfil the main activities and aim of the study.
Critical Reflection
Introduction
Customer relationship management systems are all about the process that is used to provide a major for making a good interaction between organisation and customer. The above ten articles have been examined, and their learning outcomes are going to be elaborated in this section of the study by applying Gibbs’s reflective cycle model.
Description
I have realised that, for making a good relationship with customers, the listener relationship is one of the important parts. As influenced by Al-Gasawneh et al. (2022), the application of CRM strategies is used to take a beneficial role for making the interaction between the company and the organisation. I have determined that, in the case of determining the demands of customers, the application of this method can provide a beneficial role. On the contrary, Gashi and Ahmeti (2021) argued that the application of the CRM strategies not only focuses on organisation development it is also involved in managerial development activities. Contextually, in the case of making a good interaction between customer and organisation, the CRM strategies are one of the most important elements.
Figure 1: Gibb’s reflective cycle model
(Source: Created by author)
Feelings
I have realised that the analysis of the study has helped and learn about the importance of CRM. As per the statement of Mosa (2022), the application of CRM is used to analyse customer demands. I have realised that the knowledge of the study will provide a beneficial role for my research topic, which is PerformancePoint of Walton electronics. On the contrary, Chengwu (2020) argued that the application of this method helped to analyse the present standings. I have found that, in the case of getting good financial outcomes, the application of the CRM methods can provide massive support.
Evaluation
In order to expand business expansion procedures, good interaction with customers is very important. As influenced by Arora et al. (2021), in the case of making a good interaction with people, the utilisation of the CRM methods is one of the most important factors. I have realised that, in the case of managing all the organisational activities, the strategies can provide massive support. On the contrary, Al-Shammari and AlShowaikh (2021) stated that the application of the method used takes an important role in increasing the relationship with people. Therefore I have realised that the knowledge has provided massive support for making organisational outcomes improve.
Analysis
I have determined that, in the case of making a good result from the end of an organisation, it is very important to follow a good customer relationship procedure. As opined by de Juan-Jordán et al. (2018), the application of customer relationship management procedure used to take an important role in organisational growth. Additionally, the knowledge has helped me to improve my sense of organisational development procedures. On the contrary, Meena and Sahu (2021) stated that the methods also enhance the ways of business expansion in the global competitive market. The knowledge of the study has helped me learn about the strategies that Walton electronics should be followed to enhance its organisational growth activities.
Conclusion
I have realised that, in the case of starting or expanding a new business, the application of CRM strategies is one of the most important elements that can be beneficial for organisational growth. As stated by Khlif (2021), the interaction of IoT based strategies can provide major outcomes for organisational growth. I have realised that the application of CRM strategies can provide an important role in business growth. On the contrary, Hanaysha and Mehmood (2022) argued that the application of the appropriate monitoring system is very important to analyse the successful result. I have realised that the management of Walton electronics, by applying the strategies, can easily enhance their performance improvement in the existing market.
Action plan
I have realised that in some areas, I have to increase my effort to increase knowledge, such as performance evaluation and analysis of managerial issues. I have decided that to make this knowledge, I need to increase my knowledge about CRM strategies and the appropriate method for implementation.
Conclusion
In this section of the study, the learning outcomes of the CRM have been elaborated by applying Gibbs’s reflective cycle model. In the case of organisational development, the appropriate CRM strategies are essential elements. The knowledge that has been gathered from the study will be helpful in completing the research topic.
Reference List
Annotated Bibliography
Foltean, F.S., Trif, S.M. and Tuleu, D.L., 2019. Customer relationship management capabilities and social media technology use: Consequences on firm performance. Journal of Business Research, 104, pp.563-575.
Guha, S., Harrigan, P. and Soutar, G., 2018. Linking social media to customer relationship management (CRM): A qualitative study on SMEs. Journal of Small Business & Entrepreneurship, 30(3), pp.193-214.
Itani, O.S., Krush, M.T., Agnihotri, R. and Trainor, K.J., 2020. Social media and customer relationship management technologies: Influencing buyer-seller information exchanges. Industrial Marketing Management, 90, pp.264-275.
Kantorová, K. and Bachmann, P., 2018. Social customer relationship management and organizational characteristics. Information, 9(12), p.306.
Kim, H.G. and Wang, Z., 2019. Defining and measuring social customer-relationship management (CRM) capabilities. Journal of Marketing Analytics, 7(1), pp.40-50.
Soltani, Z., Zareie, B., Milani, F.S. and Navimipour, N.J., 2018. The impact of the customer relationship management on the organization performance. The Journal of High Technology Management Research, 29(2), pp.237-246.
Sota, S., Chaudhry, H., Chamaria, A. and Chauhan, A., 2018. Customer relationship management research from 2007 to 2016: An academic literature review. Journal of Relationship Marketing, 17(4), pp.277-291.
Talón-Ballestero, P., González-Serrano, L., Soguero-Ruiz, C., Muñoz-Romero, S. and Rojo-Álvarez, J.L., 2018. Using big data from customer relationship management information systems to determine the client profile in the hotel sector. Tourism Management, 68, pp.187-197.
Yerpude, S. and Singhal, T.K., 2018. Internet of things based customer relationship management–a research perspective. International Journal of Engineering & Technology, 7(2.7), pp.444-450.
Zerbino, P., Aloini, D., Dulmin, R. and Mininno, V., 2018. Big Data-enabled customer relationship management: A holistic approach. Information Processing & Management, 54(5), pp.818-846.
Critical reflection
Al-Gasawneh, J.A., AlZubi, K.N., Anuar, M.M., Padlee, S.F., ul-Haque, A. and Saputra, J., 2022. Marketing Performance Sustainability in the Jordanian Hospitality Industry: The Roles of Customer Relationship Management and Service Quality. Sustainability, 14(2), p.803.
Al-Shammari, M.M. and AlShowaikh, A.F., 2021. Investigating user satisfaction of customer relationship management in a Telecommunications company in the kingdom of Bahrain. International Journal of eBusiness and eGovernment Studies, 13(1), pp.97-116.
Arora, L., Singh, P., Bhatt, V. and Sharma, B., 2021. Understanding and managing customer engagement through social customer relationship management. Journal of Decision Systems, 30(2-3), pp.215-234.
Chengwu, S.U.N., 2020. The research and evaluation of customer relationship management and social responsibility on competitive advantage. Revista de Cercetare şi Intervenţie Socială, (69), pp.131-142.
de Juan-Jordán, H., Guijarro-García, M. and Hernández-Gadea, J., 2018. Feature analysis of the “customer relationship management” systems for higher education institutions. Multidisciplinary Journal for Education, Social and Technological Sciences, 5(1), pp.30-43.
Gashi, R. and Ahmeti, H.G., 2021. Impact of social media on the development of new products, marketing and customer relationship management in Kosovo. Emerging Science Journal, 5(2), pp.125-138.
Hanaysha, J.R. and Mehmood, K.K., 2022. An Exploration of the Effect of Customer Relationship Management on Organizational Performance in the Banking Sector. International Journal of Customer Relationship Marketing and Management (IJCRMM), 13(1), pp.1-16.
Khlif, H., 2021. Factors for Success in Customer Relationship Management (CRM) Systems. World Academics Journal of Management, 9(1), pp.16-20.
Meena, P. and Sahu, P., 2021. Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification. Vision, 25(2), pp.136-158.
Mosa, R.A., 2022. The Influence of E-Customer Relationship Management on Customer Experience in E-Banking Service. Soc. Sci, 12, pp.193-215.
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