Customer Relationship Management in Iloilo City, Philippines

Customer Relationship Management in Small and Medium Sized Enterprises in Iloilo City and Its Effect on Customer Satisfaction

A Research Proposal
Submitted to
The Faculty of the Dept. of Business
College of Business and Accountancy

By:
Ronel Abdallah, Jr.
Jose Francel Celda
Nathan Labatorio, Jr.
Glayzee Galaraga
Tristian Silvederio
John Mark Villanueva
Criscel Almeñana

Acknowledgements

We would like to thank our dear God for giving us the strength to complete this challenging yet fruitful task.

We would also like to thank our dear teacher, Mr. Lucelle A. Larawan for teaching us this subject and with his encouragement we were able to comply with our requirements.

We would also like to thank our good friends for their time and support in this study.

Last but not the least, we would like to our parents who have suffered our long hours of absence from home uncomplainingly, thank you for all the support. Without their support, the completion of this research seemed impossible.

Table of Contents Page
ACKNOWLEDGEMENTS ……………………………… ii
TABLE OF CONTENTS ……………………………… iii
ABSTRACT ……………………………… v

CHAPTER 1 INTRODUCTION
1.1 Background of the Study ………………………......... 1
1.2 Problem Statement …………………………………… 2
1.3 Specific Objectives …………………………………… 3
1.4 Hypothesis …………………………………………….. 3
1.5 Theoretical and Conceptual Framework ………….... 4
1.6 Operational Definition of Variables ………………….. 6
1.7 Significance of the Study ……………………………... 7
1.8 Scope and Limitations ………………………………… 8

CHAPTER 2 REVIEW OF RELATED LITERATURE
2.1 Introduction ……………………………………………. 10
2.2 Customer Relationship Management ……………… 10
2.3 Need for CRM ………………………………………… 11
2.4 Nature and Scope of CRM …………………………... 12
2.5 Types of Customers ………………………………….. 14
2.6 CRM based on Emotion ……………………………… 15

CHAPTER 3 METHODOLOGY
3.1 Research Designs …………………………………….

References: ……………………………………………….. 22 APPENDIX …………………………………………………..... 24 Abstract Customer Relationship Management is very important especially in small and medium sized enterprises where the business is dependent upon their customers. This study aims to determine the customer relationship management on the said firms. Some businesses are good to their customers and the customer becomes loyal and always purchases from them. Some businesses do not practice good customer relationship management and the business goes down. The firm should manage their men to make sure that all of them are very kind to their customers. The customer is the lifeblood of the company. If we lose them then we could bid the business farewell. This is a descriptive study which utilized the one-shot survey design. This is used when the aim of the study is to describe a situation / condition where a customer relationship management exists, or to determine / describe the characteristics of the customer relationship management.