Browsing by Author "Adepeju, A. A."

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    Influence of Client Relationship Management (CRM) Process and Employee Support on the Retention of Architectural Clients
    (ICSSD 2024 (IOP Conf. Series: Earth and Environmental Science), 2024) Adepeju, A. A.; Ibem, E. O.; Oluwatayo, Adedapo Adewunmi; Akinola, A. O.
    The current study aimed to empirically explain how explain how Client Relationship Management (CRM) process and Employees’ support contribute to client retention in architectural firms. Retention of high value clients is a crucial antecedent to the financial thriving of firms. The current study examined the impact of CRM process and employee support on client retention in architectural firms in Nigeria. 189 copies of questionnaire (66.78% response rate) were retrieved from randomly selected respondents in Lagos, Abuja, Kaduna and Port Harcourt, Nigeria. The data was analysed with descriptive statistics and multiple regression analyses using SPSS software. The coefficients of regressions of the predictors of the study showed that CRM Initiation Process (β = 0.56, p = 0.01) and Employee Support (β = 0.17, p = 0.03) had statistically significant impact on Client Retention. However, CRM Maintenance Process (β = -0.05, p = 0.84) had no statistically significant impact on Client Retention. Managerial recommendations and areas for further studies were highlighted.
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    Influence of Client Relationship Management Strategy on Organisational Performance
    (International Journal of Sustainable Development & Planning, 2024, Vol 19, Issue 8, 2024) Adepeju, A. A.; Ibem, Eziyi O.; Oluwatayo, Adedapo Adewunmi; Okagbue, Hilary I.
    From the system view of organisations, this study investigated how client relationship management (CRM) strategy responses of architectural firms to market conditions influence their firm performance. Previous studies have proposed empirical models that explored this relationship in several organisational contexts, but there is a dearth of studies that explained the link between CRM strategy and firm performance in the context of architectural firms. The empirical model of the current study closed this gap by explaining how the CRM strategy features used by architectural firms influence their firm performance. A questionnaire survey of 195 samples of randomly selected architectural firms was conducted in Lagos, Nigeria. 82 copies of the questionnaire (42% response rate) were retrieved and the nominal and ordinal data obtained were subjected to descriptive, factor and categorical regression analyses using Statistical Product and Service Solutions (SPSS) software (IBM SPSS Statistics 23). The regression analysis revealed that client collaboration, client communication and service customisation dimensions of CRM strategy had a statistically significant influence on the firms' overall performance. The model of this study contributed to the empirical literature by revealing how the strategic behaviour of architectural firms in the industrial market optimizes their performance. Managerial implications and areas for further studies were stated.