Optimizing Customer Relationship Management Through SAP SD

- Customer Relationship Management (CRM) is an integral aspect of modern banking, enhancing customer satisfaction and fostering loyalty. This literature review explores CRM practices adopted by banks in Gujarat, focusing on their effectiveness, challenges, and statistical assessments of their impact. By synthesizing existing research, the study aims to provide a comprehensive understanding of the strategies employed by banks to improve customer relationships. The financial sector, particularly banking, has undergone a transformation due to advancements in technology, globalization, and increasing competition. Customer Relationship Management (CRM) practices have emerged as a strategic tool for banks to enhance customer satisfaction, loyalty, and overall organizational performance. This literature review delves into the existing studies on CRM practices in the banking sector, focusing on statistical analyses and their relevance in the context of Gujarat. Keywords: Customer Relationship Management, CRM Practices, Customer Satisfaction, Customer Perception, Banking, Customer Loyalty, Customer Behaviour

Customer Relationship Management (CRM) practices have emerged as transformative strategies globally, improving customer satisfaction, loyalty, and retention. However, CRM adoption and impact in India's dairy sector remain under-researched. This study investigates current CRM practices, identifies challenges, and discusses strategic implications for the Indian dairy industry. Key findings reveal that CRM practices like customer data management, sales force automation, and customer service management significantly contribute to improved customer satisfaction, loyalty, and operational efficiency. However, technological, economic, and infrastructural barriers hinder CRM adoption in India. The study emphasizes the importance of data-driven decision-making, continuous improvement, and integrated technology solutions for optimizing CRM implementation. CRM is crucial for building competitive advantage and enhancing supply chain resilience in the Indian dairy sector. The findings provide valuable insights for policymakers, business leaders, and researchers, emphasizing the need for customer-centric, technologically integrated, and culturally sensitive CRM strategies to drive the growth and sustainability of the Indian dairy industry. DOI: https://doi.org/10.52783/pst.1101

In today’s competitive banking environment, Customer Relationship Management (CRM) has become essential for nationalised banks striving to enhance customer satisfaction and loyalty, especially in urban areas like Coimbatore City. This study aims to explore recent trends in CRM practices within nationalised banks, with a focus on assessing their effectiveness in improving customer service utilization and satisfaction. The problem addressed is the need for nationalised banks to adapt CRM strategies that meet customer expectations and maintain loyalty amid growing competition from private and digital banks. The research objectives are to analyze the effectiveness of CRM strategies in enhancing service utilization and to assess their impact on customer satisfaction in Coimbatore. A Descriptive Research Design was employed, and data was collected from a sample of 134 respondents using Convenience Sampling. The study uses statistical tools such as ANOVA, Correlation Analysis, and Multiple Linear Regression to examine relationships among CRM strategies, service utilization, and customer satisfaction. Key findings reveal that digital banking tools, personalization, and user-friendly interfaces are highly valued by younger customers. Moreover, locality and educational level significantly influence CRM effectiveness, highlighting the need for location-specific strategies. Recommendations include enhancing digital banking platforms, expanding ATM networks, and investing in customer service training to improve conflict resolution. In conclusion, effective CRM strategies are essential for boosting customer satisfaction and fostering loyalty, underscoring the importance of continual adaptation and innovation in nationalised banks’ CRM practices to meet evolving customer needs in Coimbatore City.

1.1 INTRODUCTION This project aims to study the customer relationship management (CRM) practices at Maruti Suzuki AIE Cars Pvt. Ltd., a leading authorized dealership of Maruti Suzuki India Ltd. The project seeks to explore the CRM strategies, tools, and techniques used by the dealership to manage its customer relationships, and evaluate their effectiveness in acquiring, retaining, and delighting customers. The study will also identify areas for improvement and provide recommendations for enhancing CRM practices at the dealership. The project will use a combination of primary and secondary research methods, including literature review, questionnaire survey, interviews with dealership staff and customers, and observation of CRM practices at the dealership. The study will focus on the CRM practices at Maruti Suzuki AIE Cars Pvt. Ltd. and will cover the following aspects: CRM strategies and objectives, CRM tools and techniques, customer data management, customer service and support, and customer loyalty and retention programs. The project will provide insights into the CRM practices at Maruti Suzuki AIE Cars Pvt. Ltd Maruti Suzuki India Limited (MSIL), a subsidiary of Suzuki Motor Corporation, Japan, is India’s largest passenger car maker. Maruti Suzuki is credited with having ushered in the automobile revolution in the country. The Company is engaged in the business of manufacturing and sale of passenger vehicles in India. In 1769, a French engineer CAPTAIN NICHOLAS built the first loadvehicle prope lled by its own power. It was a threewheeler, four seated vehicle fitted with steam engine. It attained a speed of about

Supply chain (SC) disruptions are increasingly common in today’s dynamic business environment, and understanding the effectiveness of customer relationship management (CRM) practices in achieving customer satisfaction through supply chain resilience (SCR) can provide valuable insights for businesses. This study aims to empirically examine the impact of CRM dimensions and SCR on customer satisfaction. It also examined the mediation role of SCR between different dimensions of CRM and customer satisfaction. A total of 529 responses were collected from different customers of small and medium-sized enterprises (SMEs) in the Middle Eastern region. For empirical analysis, this study employed structural equation modelling through PLS software. The results clearly show a significant direct influence of SCR, customer orientation and knowledge management on customer satisfaction, while surprisingly technology-based CRM does not influence customer satisfaction. Further, the outcomes of this study indicate that there is a significant mediation role of SCR between CRM practices (knowledge management, technology-based CRM) and customer satisfaction. The findings of this study can have important ramifications for managers, stakeholders and policymakers regarding the significance of CRM dimensions and SCR as factors that increase customer satisfaction in Middle Eastern businesses in particular and in developing nations in general.

Main memory virtualization is used to expand the effective main memory capacity meaning that more virtual main memory is represented to guest operating systems than physical memory is actually available. This is done by compressing and uncompressing memory pages. Obviously the price for main memory virtualization is a higher CPU utilization, especially when dealing with high workloads. SAP ERP systems represent the backbone of today's enterprises and have a very high resource demand. The combination of main memory virtualization and SAP ERP system is of great importance but has not yet been thoroughly researched. This paper is the first approach to a quantitative research for evaluating the performance impact of memory virtualization on SAP ERP systems. We utilize a synthetic main memory benchmark, called Zachmanntest, to evaluate the performance impact of main memory virtualization on a SAP ERP system. As an exemplary main memory virtualization implementation IBM's Active Memory Expansion is used, where a so called expansion factor can be used to specify the size of the virtual main memory. Performance results show that the greater the expansion factor, the greater the performance impact. Regarding the peak performance, throughput of SAP ERP systems may be decreased till -17%, whereas the overall throughput of such systems may experience a decrease up to -42% when dealing with a very high compression factor.

Customer Relationship Management and Customer Retention

General Background: The rapid advancement of digital technology has transformed business operations, particularly in the banking sector, where customer relationships are a key determinant of competitive advantage. Specific Background: In the context of Indonesian banking, institutions such as Bank BRI face increasing competition and must therefore adopt innovative systems to enhance service quality and customer experience. Knowledge Gap: Despite the acknowledged importance of Customer Relationship Management (CRM), limited empirical evidence exists regarding the extent to which CRM system integration directly and indirectly affects customer satisfaction and loyalty in local banking units. Aims: This study aims to examine the impact of CRM system integration on customer satisfaction and loyalty at Bank BRI KCP Unit Sorowako, with customer satisfaction as a mediating variable. Results: Using quantitative analysis involving 100 respondents and statistical tests such as the t-test and path analysis, results indicate that CRM integration significantly enhances satisfaction and loyalty, both directly and through mediation. Novelty: The study provides empirical proof that satisfaction serves as a strong mediator, emphasizing the indirect pathway as more influential than the direct effect. Implications: These findings underscore the strategic importance of optimizing CRM systems to deliver faster, more personalized services that drive sustained customer loyalty and organizational growth. Highlights: CRM integration enhances both direct and indirect effects on satisfaction and loyalty. Customer satisfaction acts as a key mediator between CRM and loyalty. Optimizing CRM systems supports personalized service and long-term customer retention. Keywords: Customer Relationship Management, Customer Satisfaction, Customer Loyalty, Digital Banking, System Integration

Abstract: Predictive Sales Analytics for Enhancing Customer Relations Using Regression Analysis focuses on utilizing data-driven techniques to inform and improve business decision-making. By applying regression analysis, the system can identify significant relationships between customer behaviors and sales performance. This allows organizations to forecast future sales outcomes and adjust strategies based on reliable predictions. The integration of predictive analytics into customer relationship management (CRM) strengthens customer retention, loyalty, and satisfaction. It also helps managers allocate resources more effectively while personalizing services to meet customer needs. The use of predictive models transforms raw customer and sales data into actionable insights. Overall, this approach combines statistical accuracy with strategic value, enabling businesses to build stronger and more sustainable customer relationships. The goal of this project is to design and evaluate a predictive sales analytics system that leverages regression analysis to enhance customer relations. Specifically, the project aims to forecast sales outcomes, identify customer trends, and provide actionable insights for decision-makers. By integrating predictive analytics into CRM practices, the project seeks to improve customer retention, satisfaction, and loyalty. Furthermore, the system is expected to help businesses allocate resources more effectively and achieve sustainable growth. A total of 150 respondents participated in the evaluation of the system, consisting of 10 representatives from business organizations and 140 respondents from the academic community. The diverse respondent composition allowed the system to be assessed from both practical and academic perspectives. The development process was guided by the Agile methodology, ensuring iterative improvements and adaptability to user requirements. The evaluation of CRMBoost was conducted using ISO quality standards, specifically focusing on functionality, interaction capability, safety, security, and flexibility. Results showed that the system was functional in processing large amounts of customer data and flexible enough to accommodate different organizational needs. Respondents confirmed that interaction capability was intuitive and user-friendly, while safety and security measures were sufficient to protect customer information. The system outputs, which included sales forecasts, customer trend reports, and predictive insights, were validated as reliable tools for both decision-making and academic analysis. Findings revealed that regression analysis was effective in establishing relationships between independent variables such as demographics, purchasing history, and seasonal demand, and dependent variables such as sales outcomes. Business respondents highlighted the system’s practical usefulness in improving marketing strategies and customer engagement, while the academic community emphasized its contribution to advancing knowledge in predictive analytics. Overall, the system demonstrated its potential as both a technical solution and a strategic resource for organizations. In conclusion, CRMBoost bridges the gap between theory and practice by combining predictive analytics with CRM strategies. It contributes significantly to enhancing customer relationships while promoting sustainable business growth. The study recommends its adoption by organizations and further development by researchers, with continuous alignment to ISO standards to ensure long-term effectiveness and reliability.

This study aims to analyze the effect of Customer Relationship Management (CRM) practices on organizational and technological dimensions on veterinary clinic performance, considering customer retention as a mediating variable. The study was conducted at a pet clinic in Malang City using a quantitative approach and hypothesis testing through the Partial Least Square (PLS) method. The results showed that Organizational CRM practices had a positive and significant effect on clinic performance and customer retention, while Technology CRM practices had a significant effect on customer retention but were not significant on clinic performance directly. Customer retention proved to be a partial mediator in the relationship between Organizational CRM and clinic performance, as well as a full mediator in the relationship between Technology CRM and clinic performance. These findings emphasize the importance of focusing on organizational management and CRM technology integration that supports customer retention to improve veterinary clinic performance. This study provides theoretical and practical contributions related to CRM implementation in the context of increasingly competitive animal health services.

Customer relationship management - CRM systems aim to increase customer satisfaction and loyalty to the company through actions that can be performed by monitoring and analyzing customer behaviours for companies. In these systems, the data obtained from different sources such as sales process, service, and call center are interpreted by the CRM experts as a whole, and the necessary action is taken for the customer. With the rapid progress in information technologies, the diversity of channels that are used to collect data, the size and dynamism of the data have increased. This situation has made it impossible for experts to wholly interpret big-size data from a wide variety of sources in a short period of time. In the CRM area, there is a need for technologies that automatically integrate the data obtained from several sources and can interpret it semantically. In this study, an ontology-based approach is proposed, which allows automatic semantic interpretations on the data obtained from different sources. Based on the proposed approach, a tool has been developed that can unify data from different CRM systems in a common format and make customer-centric interpretations of this data. The tool continuously monitors the systems it is integrated with, and when it detects the conditions defined by the users on the data, it can automatically perform the actions determined by the users. The tool developed was experienced by integrating a CRM system of a company and the evaluation results obtained in this process were discussed.

The rapid growth of tower assets among Indonesia's three main tower providers shows the increasingly tight competition within the telecommunications business. Therefore, this research analyzed the mediating effect of customer satisfaction on customer loyalty with customer relationship management (CRM) and company reputation as predictors using data from customer satisfaction research conducted with Mitratel clients. The data collected comprised 155 current and former customers of the Mitratel Tower company, collected from survey responses. The data was qualitatively evaluated and analyzed statistically using data processing techniques applied in the SEM-PLS analysis procedure. The result showed that CRM and company reputation directly impact customer satisfaction and loyalty. However, the impact of CRM on loyalty cannot be influenced directly due to the complexity of factors affecting customer loyalty. While customer satisfaction is important in building loyalty, other factors such as price, service quality, brand reputation, and psychological factors also play a significant role. This research provides in-depth insight into how factors such as customer satisfaction, CRM, and company reputation interact to influence customer loyalty. It is also an important basis for Mitratel Companies to design more effective policies and strategies to improve business performance and maintain market share. Keywords—CRM; Company Reputation; Customer Satisfaction; Customer Loyalty

The rise of the coffee trend means that coffee shop entrepreneurs must be able to compete with other coffee shops. Dialog Koffie still uses a manual ordering system in its sales process, which causes problems such as duplicate orders and mixed order notes due to the large number of notes. Apart from the ineffectiveness of the ordering system, customers do not get the privilege of coming to Dialog Koffie frequently. This makes shop owners have to provide different services to satisfy their customers. In this case, a different business strategy is needed that has not been used by other coffee shops. Customer Relationship Management (CRM) is a model of approach to customers that is able to solve the problems above. By implementing CRM in the E-Membership application, customer loyalty will also increase because this system provides various features such as viewing menus and promos, place reservations, as well as a point system for every drink purchase, where the points are collected and can be exchanged for the menu the customer wants. The system that has been built can help shop owners maintain good relations between the shop and customers, get as many new customers as possible, and provide satisfactory service to customers by simplifying the ordering system and point exchange system that has been created.

The aim of this research is to determine and analyze the influence of Service Quality, Customer Relationship Management (CRM) and Brand Image on Customer Loyalty with Customer Satisfaction as an intervening variable. This research uses purposive sampling with a sample of 100 respondents. This research testing uses quantitative methods. The validity test results of all question items are valid because the value of rcount > rtable. The reliability test results of all question items are reliable because the Cronbach Alpha value is> 0.60. The results of the classical assumption test all variables meet the classical assumption criteria. The results of multiple linear regression analysis in this research obtained b1 = 0.133 which shows the positive influence of the Service Quality variable (X1) on customer loyalty (Y). Meanwhile b2 = 0.182 shows the positive influence of CRM variables (X2) on Customer Loyalty (Y). Lastly, b3 = 0.252 shows the positive influence of the Brand Image variable (X3) on Customer Loyalty (Y).To test the hypothesis, there is a partially significant influence between Service Quality (X1) on customer loyalty (Y) with a value of tcount > ttable (3.978 > 1.983). CRM (X2) has a partially significant effect on Customer loyalty (Y) with a value of tcount > ttable (2.164 > 1.983). Brand Image (X3) has a partially significant effect on Customer Loyalty (Y) with a value of tcount > ttable (2.335 > 1.986). Customer Satisfaction (Z) mediates the influence of Service Quality (X1) on Customer Loyalty (Y) with a value of tcount > ttable (14.734 > 1.983). Customer Satisfaction (Z) mediates the influence between CRM (X2) on Customer loyalty (Y) with a value of tcount > ttable (10.335>1.983). Customer Satisfaction (Z) mediates the influence of Brand Image (X3) on Customer Loyalty (Y) with a value of tcount > ttable (10.258 > 1.983). Customer Satisfaction (Z) has a partially significant effect on Customer Loyalty (Y) with a value of tcount > ttable (3.513 > 1.983).

This study investigates the effect of Customer Relationship Management (CRM) on customer loyalty, mediated by customer satisfaction, in the context of private higher education institutions in Greater Bandung, Indonesia. Increasing competition among higher education institutions has highlighted the importance of student satisfaction and loyalty as strategic assets for ensuring sustainability and growth. Although previous research has emphasized the role of CRM in improving business performance, empirical studies in the education sector, particularly in developing countries, are limited. Using a quantitative survey method, data were collected from 100 students at a private higher education institution in Bandung through a structured questionnaire. The instrument measured CRM, customer satisfaction, and loyalty using adapted and validated scales. Data analysis was conducted using SPSS 25 to test validity, reliability, and hypotheses. The findings indicate that CRM has a significant positive effect on customer satisfaction and loyalty. However, customer satisfaction does not act as a mediator, thus CRM has a greater direct effect on student loyalty. The results of this study underscore the strategic importance of CRM implementation in higher education to foster long-term relationships with students by enhancing satisfaction and loyalty. This study contributes to the literature on CRM in the education sector in emerging markets.