Customer Relationship Management from MODENAS as a Buyer's Perspective in a B2B Relationship

Customer Relationship Management from MODENAS as a Buyer's Perspective in a B2B Relationship

The company needs an achievement for business continuously in order to sure the satisfaction of customer every day. This is targeting refer to the group whether individual or organizations. One approach to implement this called Customer Relationship (CRM). The focus in relationship between sellers a...

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Main Author: Azliza, Abdullah
Format: Thesis
Language:eng
eng
Published: 2009
Subjects:
HF5001-6182 Business
Online Access:https://etd.uum.edu.my/1677/1/Azliza_Binti_Abdullah.pdf
https://etd.uum.edu.my/1677/2/1.Azliza_Binti_Abdullah.pdf
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id my-uum-etd.1677
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institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
topic HF5001-6182 Business
spellingShingle HF5001-6182 Business
Azliza, Abdullah
Customer Relationship Management from MODENAS as a Buyer's Perspective in a B2B Relationship
description The company needs an achievement for business continuously in order to sure the satisfaction of customer every day. This is targeting refer to the group whether individual or organizations. One approach to implement this called Customer Relationship (CRM). The focus in relationship between sellers and buyers is focusing on revenue of benefits to each other and the result is in long-term connection for creating the value. The purpose of this research is to gain the knowledge on how CRM used in B2B situation. In order to gain the purpose, the research question focusing on supplier selection process and benefit from using the development of CRM. The use of research question as a guide, the literature review will look into result in framework concept as followed by collected data. While, in qualitative collected data, the large manufacturer national motorcycle was conduct by interview with high employee and documentation. The observation from this buyer of company overall gives change to look how they look at protruding current supplier by using CRM. The finding in this research shows that through CRM it will bring benefits to both supplier and buyers and not enough also to sure and make lasting the health relationship. This research also shows that when large size global company starting the relation, the complicated process will follow.
format Thesis
qualification_name masters
qualification_level Master's degree
author Azliza, Abdullah
author_facet Azliza, Abdullah
author_sort Azliza, Abdullah
title Customer Relationship Management from MODENAS as a Buyer's Perspective in a B2B Relationship
title_short Customer Relationship Management from MODENAS as a Buyer's Perspective in a B2B Relationship
title_full Customer Relationship Management from MODENAS as a Buyer's Perspective in a B2B Relationship
title_fullStr Customer Relationship Management from MODENAS as a Buyer's Perspective in a B2B Relationship
title_full_unstemmed Customer Relationship Management from MODENAS as a Buyer's Perspective in a B2B Relationship
title_sort customer relationship management from modenas as a buyer's perspective in a b2b relationship
granting_institution Universiti Utara Malaysia
granting_department College of Business (COB)
publishDate 2009
url https://etd.uum.edu.my/1677/1/Azliza_Binti_Abdullah.pdf
https://etd.uum.edu.my/1677/2/1.Azliza_Binti_Abdullah.pdf
_version_ 1747827187696795648
spelling my-uum-etd.16772022-04-21T03:48:43Z Customer Relationship Management from MODENAS as a Buyer's Perspective in a B2B Relationship 2009 Azliza, Abdullah College of Business (COB) College of Business HF5001-6182 Business The company needs an achievement for business continuously in order to sure the satisfaction of customer every day. This is targeting refer to the group whether individual or organizations. One approach to implement this called Customer Relationship (CRM). The focus in relationship between sellers and buyers is focusing on revenue of benefits to each other and the result is in long-term connection for creating the value. The purpose of this research is to gain the knowledge on how CRM used in B2B situation. In order to gain the purpose, the research question focusing on supplier selection process and benefit from using the development of CRM. The use of research question as a guide, the literature review will look into result in framework concept as followed by collected data. While, in qualitative collected data, the large manufacturer national motorcycle was conduct by interview with high employee and documentation. The observation from this buyer of company overall gives change to look how they look at protruding current supplier by using CRM. The finding in this research shows that through CRM it will bring benefits to both supplier and buyers and not enough also to sure and make lasting the health relationship. This research also shows that when large size global company starting the relation, the complicated process will follow. 2009 Thesis https://etd.uum.edu.my/1677/ https://etd.uum.edu.my/1677/1/Azliza_Binti_Abdullah.pdf text eng public https://etd.uum.edu.my/1677/2/1.Azliza_Binti_Abdullah.pdf text eng public masters masters Universiti Utara Malaysia Buttha, K., & Huq, F. (2002). 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The Impact of Dependence on the Assessment of Customer Lifetime Value in Buyer-Seller Relationships, Journal of Marketing Management, Vol. 22, p. 89-109.65 Saunders, (2003). Research methods for business students, Financial Times/Prentice Hall, Harlow.SCN Education. (2001). Customer relationship management: the ultimate guide to the efficient us of CRM, Vieweg, Barunschweig.Spekman, R. (2001). Strategic Supplier Selection: Understanding Long-Term buyer Relationships, Business Horizons, p. 75-81.Stewart, B. (2005). The key to keeping business-to-business customers, Measuring Business Excellence, Vol. 6, Issue 4, p. 26-27.Weijun, X., & Zhiming, W. (2007). Supplier selection with multiple criteria in volume discount environments, Omega, Vol. 35, Issue 5, p. 494-504.Wilson, R. (2006). Developing new business strategies in B2B markets by combining CRM concept and online databases, Indiana, Vol. 16, Issue 6, p. 6-38. Yin, R. K. (1994). Case Study Research: Design and Methods, Second Edition, Sage Publications Inc: Thousand Oaks, California.Yin, R. K. (2003). Case Study Research: Design and Methods, Third Edition, Sage Publications Inc: Thousand Oaks, California.Zahay, D., & Griffin, A. (2004). Customer Learning Process, Strategy Selection, and Performance in Business-to-Business service Firms, Decision Sciences, Vol. 35, Number 2, p. 169-203.www.modenas.com.my, www.drbhicom.com.2009, September 15th, 9 am.66 Interviews Azizi Abdullah, Engineer, Procurement Department, MODENAS, Gurun,2009, October 12th, 10.30 am.Mohd Akhir Ahmad,Assistant Manager, Quality and Managemant Department, MODENAS, Gurun, 2009, October 12th, 11.30 am.

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