Influence of Internet Marketing Tools on CRM in UK Grocery Retail Supermarkets

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ACKNOWLEDGEMENT

First of all, it would give me great pleasure to show my gratitude to my professor, for his propositions, remarks, understanding and patience. It would also be an honour to express gratitude to my parents, my mother, my father, my sister and my brother for their endless support in my life and allowing me to make all my decisions. I would also like to take the opportunity to show appreciation to my co-workers for their expert cooperation on every occasion. I would also like to be grateful to the Department, managers of the university, instructors and students who have supported me throughout this research.

DECLARATION

I declare that the content presented in this thesis/dissertation is, in my understanding and opinion, original and has not been presented for scholarly assessment in the past, either completely or partly, for an academic degree at this educational institution or elsewhere. I would also like to admit that I have studied and understood the principles, prerequisites, processes and guidelines of the University regarding the higher academic degree research award and to my dissertation. I would also like to declare that I have abided by the University's principles, prerequisites, processes and guidelines.

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ABSTRACT

The Customer Relationship Management (CRM) represents the interests of customer relations. It in a broader sense Customer Relationship Management involves all measures taken by a company and its employees to communicate with customers, please them and to bind them to the company. In a narrower sense, Customer Relationship Management is mainly concerned about gathering data to manage and maintain. These describe the customers and support marketing, sales and customer service in the sales approach, acquisition and customer care. The goal is to optimally exploit potential customers. The first chapter provides introduction to the topic, covering the background, purpose, and significance of the study. In the subsequent chapters of this study, the literature review highlights the concept of how retail firms in the retail firm industry receive CRM strategy. The literature review supports the opportunities outlined in the study, with research on organisational design, strategy, organisational culture, quality product, workplace learning, and management controls, all of which affect individuals, and collectively, the organisation. In Chapter 3, the research design and approach used in the study is explained along with the data collection tools and ethical considerations. Chapter 4 presents the data and findings of the study. Chapter 5 provides the conclusion of the entire research and provides a summary of all the key points mentioned in this study, as well as recommendations for potential future research opportunities.

TABLE OF CONTENTS

ACKNOWLEDGEMENTII

DECLARATIONIII

ABSTRACTIV

LIST OF ABBREVIATIONSVII

CHAPTER 1: INTRODUCTION1

Background of the Study1

About J. Sainsbury Inc.2

Problem Statement3

Purpose of the Study4

Rationale of the Study4

Aim and Objectives of the Study5

Research Questions5

Significance of the Study6

CHAPTER 2: LITERATURE REVIEW7

Conceptual Framework and Model7

Customer Relationship Management System (CRM)8

Implementation and Integration of e-CRM9

Customer Centric Organisational Culture10

Management Controls11

Workplace Learning12

CRM Technology13

Internet Marketing in Retail Firms14

Customer Relationship and Information Technology Supporting15

CHAPTER 3: METHODOLOGY17

Research Method17

Data Collection18

Sampling18

Research Limitations19

Reliability and Validity19

Ethical Concerns21

CHAPTER 4: FINDINGS AND DATA ANALYSIS23

Demographic Information23

Questionnaire ...