Master

Permanent URI for this communityhttps://dspace.esm-tlemcen.dz/handle/123456789/1

Les thèses de Master

Browse

Filters

2020 - 20262

Settings

Start date: 2020Subject: search.filters.subject.CRM

Search Results

Now showing 1 - 2 of 2
  • No Thumbnail Available
    Item
    THE IMPACT OF DIGITAL LOYALTY PROGRAMS (E-LP) ON CUSTOMER RETENTION IN AGRI-FOOD SMEs: CASE STUDY OF PROJECT 1275 (FIDIALY)
    (Ecole Superieure De Managment Tlemcen, 2026-06-23) 1/ Meriem BERROUSSI 2/ Zine El Abidine BENNAOUM 3/ Chahrazed MEKEMMECHE
    This thesis investigates the extent to which digital loyalty programmes (E-LPs), delivered through a contextually adapted SaaS platform, can improve customer retention within Algerian agri-food SMEs. The research problem stems from a structural contradiction: a digitally connected consumer base coexists with merchants relying on analogue, memory-based management, a gap attributed to the absence of an accessible SaaS solution calibrated to SME budgetary constraints. Adopting a mixed-method design, the study combines a literature review of relationship marketing, CRM, and retention metrics (churn, CLV, RFM) with an entrepreneurial case study of the Fidialy project, structured around the Lean Startup methodology and a five-year financial plan. Empirical validation rests on fifty merchant interviews and a 215-respondent consumer survey. Findings show that 78% of merchants still operate analogically and 90% rely on informal recognition, while 70.7% of consumers express definite intent to adopt a unified digital loyalty wallet despite near-total current non-adoption. Financially, a zero-cost MVP strategy generates a Year-1 ROI of 339.3%, a payback period of about 3.5 months, and revenue growth of 189-fold over five years against only a 250-fold rise in variable costs, evidencing structural hyperscalability. The study concludes that digital loyalty platforms can substantially improve SME retention outcomes provided their design is adapted to capital scarcity and cash-dominant transaction culture, positioning Fidialy as a viable catalyst for retail digital transformation in Algeria
  • No Thumbnail Available
    Item
    CRM et qualité de service Cas de la banque BADR RELIZANE
    (école superieure de managment tlemcen, 2020-09-24) SEDJAR Nesrine
    The objective of this study is to address the issue of customer relationship management as a modern administrative approach and its relationship to the quality of service in the banking institutions. Which has focused mainly on addressing the CRM at the Bank of BADR and its role in quality of service. To achieve the objectives of the study, we designed a questionnaire to collect preliminary data from the sample of the study, was developed a questionnaire to collect preliminary data from the study sample of 46 clients from BADR. Bank. We have adopted the analy tical descriptive method to address the problem of the subject.The results of the empirical study de monstrate the use of the BADR. bank of client relationship management concepts and procedures, a nd that the application of such management tools has a positive influence on the improvement of the quality of the services offered by the bank in terms of claims management, a sense of security and, above all, a better knowledge of the needs of consumers, in order to better meet them