Effectiveness of Customer Relationship Management (CRM) towards enhancing customer loyalty in Epic Evolution (M) Sdn Bhd, Johor / Lily Suryana Roslaili

• Main Author: Roslaili, Lily Suryana
• Format: Student Project
• Language: English
• Published: Faculty of Business and Management 2011
• Subjects: Market surveys. Including brand choice. Brand loyalty; Consumer satisfaction; Customer services. Customer relations
• Online Access: http://ir.uitm.edu.my/id/eprint/25114/1/PPb_LILY%20SURYANA%20ROSLAILI%20BM%20M%2011_5.pdf; http://ir.uitm.edu.my/id/eprint/25114/

Customer relationship management (CRM) is the overall process of building and maintaining profitability customers’ relationship by delivering superior customer value and satisfaction. CRM will give many advantages to the company and the main advantage is to enhance customer loyalty in the company. Besides that, CRM indirectly will increase profitability in company. This study conducted focusing on the “Effectiveness of Customer Relationship Management (CRM) Towards Enhancing Customer Loyalty in Epic Evolution (M) Sdn Bhd, Johor”. The main objectives of this study are (1) to determine the level of effectiveness of CRM towards customer loyalty in Epic Evolution, (2) to identify the factors that contribute to the effectiveness of CRM in Epic Evolution Sdn Bhd (Johor), (3) to analyze the alternative to improve the customer relationship with Epic Evolution and their customers.