From the last few years, organizations are finding new ways through which they can sustain their position in the global market. The customer relationship management has become a new tool which organizations implement as a strategy in order to attract the potential customers. With the help of the customer relationship management, organizations get successful in enhancing the customers’ loyalty towards the particular brand. The value which organizations and its employees offer to the customers in the form of products and services is known as the major reason of the customer loyalty. The objective of this research is to study the impact of the customer relationship management on the customers’ loyalty in the context of UK. In this research, the author has selected the philosophy of positivism and interpretive, using a deductive approaches because the data is quantitative in nature. The questionnaires were filled form the employees and customers of IBM. The data were analyzed by using SPSS and various tests were run such as regression and correlation analysis. In this research study, it has been found that the customer relationship management has a positive impact on the customers’ loyalty. Moreover, it has also been observed that organizations ho offer valuable products and service to the customers are more likely to build a strong relationship with the customers.
Task: Prepare an assignment for the above mention paragraph and align as per below mention points:
ABSTRACT
ACKNOWLEDGEMENTS
CHAPTER 1: INTRODUCTION OF RESEARCH
1.1 Concept of CRM
1.1.2 Scope of Research
1.1.2 Definitions of Key Terms
1.1.3 Rationale and Significance of the Study
1.1.4 Overview of the Firm
1.2 Research Question and Objectives
1.3 Chapter Summary
CHAPTER 2: LITERATURE REVIEW
2.1 Customer Relation Management
2.2 Advantages of Customer Relationship Management
2.3 Importance of Customer Relationship Management in the Success of an Organization
2.4 Models and Theories related to Customer Relationship Management
2.5 Customer Loyalty
2.6 Factors of Customer Loyalty
2.7 Importance of Customer Loyalty for the Organizations
2.8 Impact of Customer Relationship Management on Customer Loyalty
2.9 Research Gaps
2.10 Conceptual Framework of the Study
2.11 Research Hypothesis
2.12 Chapter Summary
CHAPTER 03: RESEARCH METHODOLOGY
3.1 Research Onion
3.1.1 Research Philosophy
3.1.2 Research Approach
3.1.3 Research Strategy
3.1.4 Data Type
3.1.5 Time Horizon
3.2 Data Collection Sources
3.3 Data Analysis
3.4 Sampling
3.5 Ethical Considerations
3.6 Research Instruments
3.7 Chapter Summary
CHAPTER 4: DATA ANALYSIS
4.2 Reliability Analysis of Employees’ Data
4.3 Results
4.3.1 Demographics of Employees
4.3.2 Descriptive Statistics of Employees
4.4 Reliability Analysis of Customers’ Data
4.5 Results
4.5.1 Demographics of Customers
4.5.2 Descriptive Statistics of Customers
4.6 Correlation Analysis
4.7 Regression Analysis
4.8 Hypothesis Assessment Summary
4.9 Interview Analysis
4.10 Discussion
4.11 Chapter Summary
CHAPTER 5: CONCLUSION & RECOMMENDATIONS
5.1 Summarized Findings
5.2 Scope Identified for Future Studies
5.3 Recommendations for the Organization
5.4 Practical Research Applications
5.5 Limitations of Research
5.5 Personal Reflections
5.5 Conclusion
APPENDICES
Appendix 1: Questionnaire 1
Appendix 2: Questionnaire 2
Appendix 3: Interview Questions
Appendix 4: Regression