Assessing Supplier-Customer Relationship Management Practice and Business Performance

Nwachukwu, Chijioke and Hieu, Vu Minh (2021) Assessing Supplier-Customer Relationship Management Practice and Business Performance. In: I3CAC 2021, 7-8 June 2021, Bharath University, Chennai, India.

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Abstract

The To remain competitive firms must develop and implement strategies to attract and retain key suppliers and customers. Drawing on transaction cost economics (TCE) and social exchange theory (SET), this study shed light on the link between supplier relationship management (SRM) practices, customer relationship management (CRM) practices and business performance. The paper uses surveys conducted on microfinance banks operating in Nigeria. This study used correlation and regression to analyse the direct influence of SRM practices and CRM practices on business performance. Data from 307 respondents affirm that supplier relationship management practices and customer relationship management practices increase business performance. Furthermore, supplier relationship management practices and customer relationship management are significantly correlated with financial health, market and sales performance and operational performance. We conclude that implementing strong collaboration with suppliers and customers can foster superior business performance.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: srm crm microfinance banks business performance financial health
Subjects: Q Science > QA Mathematics > QA75 Electronic computers. Computer science
QA75 Electronic computers. Computer science
Depositing User: EAI Editor IV
Date Deposited: 11 Jun 2021 08:05
Last Modified: 11 Jun 2021 08:05
URI: https://eprints.eudl.eu/id/eprint/3934

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