ANALYZING THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER RETENTION IN THE SERVICE INDUSTRY OF UZBEKISTAN
DOI:
https://doi.org/10.55439/EIT/vol13_iss3/676Kalit so‘zlar:
CRM, Customer Retention, Customer Engagement, Feedback Mechanism, Personalization, Service Industry.Abstrak
This study examines the impact of Customer Relationship Management (CRM) strategies on customer retention in Uzbekistan's service sector. As this industry is expected to represent 47.4% of the nation's GDP in 2024, effective CRM practices are vital for competitiveness. Through qualitative interviews with managers and CRM practitioners from five service providers, the research identifies key practices—personalization, customer engagement, and feedback integration—that significantly enhance customer satisfaction and loyalty. Despite challenges such as limited resources and inadequate data analysis tools, the findings indicate that robust CRM strategies can foster long-term customer relationships. This research addresses a gap in the literature by exploring CRM in an emerging market context and provides actionable recommendations for service providers in Uzbekistan to improve customer retention.
Bibliografik manbalar
ADB forecasts Uzbekistan’s GDP to grow by 6.6% in 2025 – News from Uzbekistan – Gazeta.uz. (n.d.). Retrieved May 4, 2025, from https://www.gazeta.uz/en/2025/04/10/adb/
L. Ryals and S. Knox, "Cross-Functional Issues in the Implementation of Relationship Marketing Through Customer Relationship Management," European Management Journal, vol. 19, p. 534-542, 2001.
Ji-Tsung Ben Wu, I-Ju Lin and Ming-Hsien Yang, “The impact of the customer participation and customer profiles on Customer relationship management performance” International journal of Electronic Business Management, Vol 7, No. 1, pp 57-69 (2009).
Buckinx, W., Verstraeten, G. and Poel, D. Van den, 2007, “Predicting customer loyalty using the internal transactional database,” Expert Systems with Applications, Vol. 32, No.1, pp. 125-134.
Payne, A. and Frow, P., 2005, “A strategic framework for customer relationship management,” Journal of Marketing, Vol. 69, No. 4, pp. 167-176.
Payne, A. and Frow, P., 2006, “Customer relationship management: From strategy to implementation,” Journal of Marketing Management, Vol. 22, No. 1, pp. 135-168.
Ramakrishnan, K. (2006). Customer retention: the key to business performance (online).Available:http://www.estrategicmarketing.com/smNov Dec2/art11.htm
Mostert, P.G., Meyer, D & Rensburg, L.R.J. (2009). The influence of service failure and service recovery on airline passnger’s relationships with domestic airline: an exploratory study. South African Business Review. Vol 13 (2). New dictionary of social work. 1995. Pretoria: State Printers.
Dawes, J. (2009:232). The effects of service price increases on customer retention: The moderating role of customer Tenure and relationship breadth. Journal of Services Research: Vol, 11:232, February 2009.
Jashari-Mani, F. (2024). Impact of Customer Relationship Management Dimensions on Customer Retention through Customer Satisfaction: A Customer Perspective of Balkan Transition Economies. Proceedings of The International Conference on Opportunities and Challenges in Management, Economics and Accounting, 1(1), 1–14. https://doi.org/10.33422/OMEACONF.V1I1.198
Nazir, S., Khan, S., Jamil, R. A., & Mehmood, Q. S. (2015). Impact of customer relationship management on customer satisfaction in hoteling industry. Journal of Management Info, 2(2), 8–12. https://doi.org/10.31580/JMI.V3I1.17
Bashir, N. (2017). “Impact of Customer Relationship Management On Customer Retention” (A Case of Private Banks of Sialkot, Punjab).
Karimov, R. (2022). Challenges of Implementing CRM in Emerging Markets: Evidence from Uzbekistan. International Journal of Business Studies, 10(1), 15-30.
Higgins, E. T. (2006). Value from hedonic experience and engagement. Psychological review, 113(3), 439.
Erickson, S.G. and Ecktich, D.W. (2001), “Consumer affairs responses to unsolicited customer compliments”, Journal of Marketing Management, Vol. 17 Nos 3/4, pp. 321-340.
Brodie, R.J., Hollebeek, L.D., Juric, B. and Ilic, A. (2011), “Customer engagement: conceptual domain, fundamental propositions, and implications for research”, Journal of Service Research, Vol. 14 No. 3, pp. 252-272.
Van Doorn, J., Lemon, K.N., Mittal, V., Nass, S., Pick, D., Pirner, P. and Verhoef, P.C. (2010), “Customer engagement behavior: theoretical foundations and research directions”, Journal of Service Research, Vol. 13 No. 3, pp. 253-266.
Witell, L., Kristensson, P., Gustafsson, A. and Löfgren, M. (2011), “Idea generation: customer co-creation versus traditional market research techniques”, Journal of Service Management, Vol. 22 No. 2, pp. 140-159.
