Journal articles: 'Analytical CRM'

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Almohaimmeed, Bader. "The impact of analytical CRM on strategic CRM, operational CRM and customer satisfaction: Empirical study on commercial banks." Uncertain Supply Chain Management 9, no. 3 (2021): 711–18. http://dx.doi.org/10.5267/j.uscm.2021.4.007.

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The aim of this study is to identify the effect of the analytical customer relationship management (CRM) on strategic CRM, operational CRM and customer satisfaction. Data collected from a sample consisted of 150 managers of managers in commercial banks using a questionnaire. The results accepted the hypotheses that analytical CRM is positively related to both strategic CRM and operational CRM, which in turn show significant effects on customer satisfaction. Analytical CRM had no significant direct effect on customer satisfaction, but through strategic CRM and operational CRM. Such results indicated that strategic CRM and operational CRM had a full mediation role between the analytical CRM and customer satisfaction. It was concluded based on these results that CRM components, i.e., analytical, strategic and operational CRM are all critical in ensuring customer satisfaction. Therefore, banks should consider all these components in designing their CRM programs.

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Xu, Mark, and John Walton. "Gaining customer knowledge through analytical CRM." Industrial Management & Data Systems 105, no. 7 (September 2005): 955–71. http://dx.doi.org/10.1108/02635570510616139.

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Beverungen, Daniel, Mathias Eggert, Matthias Voigt, and Michael Rosemann. "Augmenting Analytical CRM Strategies with Social BI." International Journal of Business Intelligence Research 4, no. 3 (July 2013): 32–49. http://dx.doi.org/10.4018/ijbir.2013070103.

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Large communities built around social media on the Internet offer an opportunity to augment analytical customer relationship management (CRM) strategies. The purpose of this paper is to provide direction to advance the conceptual design of business intelligence (BI) systems for implementing CRM strategies. After introducing social CRM and social BI as emerging fields of research, the authors match CRM strategies with a re-engineered conceptual data model of Facebook in order to illustrate the strategic value of these data. Subsequently, the authors design a multi-dimensional data model for social BI and demonstrate its applicability by designing management reports in a retail scenario. Building on the service blueprinting framework, the authors propose a structured research agenda for the emerging field of social BI.

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Siomkos, George J., and Ioannis S. Tsiames. "Analytical CRM technologies in financial services institutions." International Journal of Financial Services Management 1, no. 2/3 (2006): 215. http://dx.doi.org/10.1504/ijfsm.2006.009627.

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Hananto, Valentinus Roby, Agus Dwi Churniawan, and Ayouvi Poerna Wardhanie. "Perancangan Analytical CRM untuk Mendukung Segmentasi Pelanggan di Institusi Pendidikan." Jurnal Ilmiah Teknologi Informasi Asia 11, no. 1 (February 20, 2017): 79. http://dx.doi.org/10.32815/jitika.v11i1.55.

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Persaingan untuk meraih pelanggan merupakan salah satu tantangan yang harus dihadapi oleh institusi pendidikan. Berbagai metode diterapkan sebagai upaya untuk meningkatkan daya saing, salah satunya yaitu menggunakan Customer Relationship Mangement (CRM) berupa database pelanggan yang berisi mengenai informasi pelanggan yang terperinci. Perkembangan teknologi manjemen data seperti data warehouse dan data mining menjadi pendukung penerapan CRM yang lebih sistematis dibandingkan sebelumnya. Dalam penelitian ini dijelaskan bagaimana rancangan penerapan analytical CRM untuk mendukung segmentasi pelanggan pada institusi pendidikan. Studi literatur dari berbagai penelitian dilakukan untuk mengetahui teknologi apa saja yang harus dipersiapkan oleh institusi pendidikan dalam penerapan analytical CRM. Selain itu, kami juga melakukan analisis kebutuhan untuk menyesuaikan sistem analytical CRM pada institusi pendidikan. Dengan rancangan terebut, penerapan analytical CRM dapat semakin banyak digunakan dalam mendukung segmentasi pelanggan pada institusi pendidikan.

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Kelly, S. "Analytical CRM: The fusion of data and intelligence." Interactive Marketing 1, no. 3 (January 1, 2000): 262–67. http://dx.doi.org/10.1057/palgrave.im.4340035.

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Nelson, Christopher A., Michael F. Walsh, and Annie Peng Cui. "The role of analytical CRM on salesperson use of competitive intelligence." Journal of Business & Industrial Marketing 35, no. 12 (May 15, 2020): 2127–37. http://dx.doi.org/10.1108/jbim-07-2019-0328.

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Purpose The purpose of this paper is to identify the impact of analytical customer relationship management (CRM) on salesperson information use behavior. Design/methodology/approach To achieve the aim of this paper, a vignette experiment was undertaken. The data used for the final analysis included 125 professional salespeople across multiple industries. Findings This paper focuses on the personal use of competitive intelligence. The authors find that to maximize the effectiveness of using competitive intelligence, the salesperson must become adept at both choosing the correct pa`rtners to trust and properly valuing information. Properly valuing information can be accomplished through the use of analytical CRM. Practical implications The managerial implications of this paper are straightforward yet important. CRM providers have improved the tools available to salespeople (e.g., heat maps) and have partnered with other large scale providers of customer and market information (e.g., global marketing research firms) to provide a analytical tool that is user friendly to salespeople. Yet, many firms still use simplified CRM platforms, which do little more for the salesperson than offer an opportunity to document notes. Sales firms should move toward this analytical CRM system because it improves the salesperson’s ability to value information and increases the salesperson’s ability to use intelligence to link products to buyer needs. Originality/value This paper contributes to theory through confirming the importance of analytical CRM on salesperson’s information use behavior by using a motivation, opportunity and ability framework. Additionally, a methodological contribution was made through the development of an information value scale.

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Ranjan, Jayanthi, and Vishal Bhatnagar. "A framework for analytical CRM: a data mining perspective." International Journal of Business Excellence 3, no. 1 (2010): 1. http://dx.doi.org/10.1504/ijbex.2010.029484.

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Doyle, Shaun. "Software review A sample road map for analytical CRM." Journal of Database Marketing & Customer Strategy Management 12, no. 4 (July 2005): 362–77. http://dx.doi.org/10.1057/palgrave.dbm.3240272.

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Khalil, Tarek, Al-Refai Mohammad, Amer Nizar Fayez, and SharafQudah Mohammed. "TOWARDS EFFECTIVE CUSTOMER RELATIONSHIP MANAGEMENT IN OMAN: ROLE OF BIG DATA." International Journal of Research -GRANTHAALAYAH 5, no. 10 (October 31, 2017): 92–100. http://dx.doi.org/10.29121/granthaalayah.v5.i10.2017.2286.

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We established a framework to explore the feasibility of enabling big data within the customer relationship management (CRM) strategies in Oman for creating sustainable business profit nationwide. A qualitative evaluation was made based on predictive analytics convergence and big data facilitated CRM. It was found that the big data analytics can meticulously alter the competitive industrial setting, and thereby proffered notable benefits to the business organization in terms of operation, strategies, and competitiveness. Results revealed that companies must introduce analytical tools, real-time data, and hire talented as well as skilled employees to improve the productivity in consistent with the new business model. Furthermore, depending on the customer engagement, an assemblage and analysis of enormous data volume together with analytical tools was discerned to assist companies towards efficient resource allocation and capital spending. The implications of using big data for CRM in Oman and way forward were emphasized.

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Doyle, Shaun. "How analytical CRM is touching the casino business – Part 1." Journal of Database Marketing & Customer Strategy Management 16, no. 3 (September 2009): 215–19. http://dx.doi.org/10.1057/dbm.2009.22.

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Al-Homery, Hussein A., Hasbullah Asharai, and Azizah Ahmad. "The Core Components and Types of CRM." Pakistan Journal of Humanities and Social Sciences 7, no. 1 (March 31, 2019): 121–45. http://dx.doi.org/10.52131/pjhss.2019.0701.0076.

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This paper highlights the influence of knowledge on the customer relationship as the fourth core component of the CRM components which are technology, people and business processes. The fourth component emerges as a result of the advancement in technology, telecommunications, and the excess in customer information in the era of information. Moreover, this paper highlights the new fifth type of CRM namely “Showroom CRM”. Besides, the other CRM types are strategic CRM, Operational CRM, Analytical CRM and Collaborative CRM. The fifth type is a comprehensive business framework which includes the structure of the other types of CRM. Moreover, the researcher surveyed the web and listed a 250 CRM system packages and programs available in the software market. The summary and classification of the 250 CRM system is given in table (1) of appendix A of the study.

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Dr.A.R.Krishnan, Dr A. R. Krishnan, and R. Selvamani R.Selvamani. "Maximizing Customer Profitability in Retailing Industry (Durable Goods) - Role of Analytical CRM -A Case Analysis." Indian Journal of Applied Research 1, no. 7 (October 1, 2011): 164–65. http://dx.doi.org/10.15373/2249555x/apr2012/54.

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Khatmullin, I. F., A. P. Tsanda, A. M. Andrianova, S. A. Budenny, A. S. Margarit, V. A. Lushpeev, M. V. Simonov, and D. S. Perets. "Semi-analytical models for calculating well interference: limitations and applications." Neftyanoe khozyaystvo - Oil Industry, no. 12 (2018): 38–41. http://dx.doi.org/10.24887/0028-2448-2018-12-38-41.

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Farquad, M. A. H., Vadlamani Ravi, and S. Bapi Raju. "Churn prediction using comprehensible support vector machine: An analytical CRM application." Applied Soft Computing 19 (June 2014): 31–40. http://dx.doi.org/10.1016/j.asoc.2014.01.031.

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Ghazaleh, Mohamad Abu, and Abdelrahim M. Zabadi. "BlockChain (BC) Upending Customer Experience: Promoting a New Customer Relationship Management (CRM) Structure Using Blockchain Technology (BCT)." Journal of Management and Sustainability 11, no. 1 (May 7, 2021): 203. http://dx.doi.org/10.5539/jms.v11n1p203.

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This study aims to explore the role of BC and its impact on CRM by suggesting an extended CRM on the basis of BC capabilities thru developing an analytic hierarchy planning-based framework to establish criteria weights developing a new self-assessment model to determine the most critical factors impacting the BC investment in CRM to enhance customer experience and to enable parties to work together in a trusted technology environment. An analytical hierarchical process (AHP) approach was utilized to prioritize and weigh the factors affecting the BC investment in modern CRM in the service industry based on the extant literature and its interpretation. This approach resulted in a ranking of 19 sub-factors based on experienced customer service professionals and technologists’ evaluations. Findings revealed a significant insight into proposing a new generation of CRM based on BCT, focusing on using the powerful BC platform considering all factors influencing the BC investment in modern CRM from a business perspective. Understanding the new combination of BC and CRM can solve the challenges and dilemmas linked to the untrusted environment of handling CRM data in the information systems field. This study provides valuable information and critical analysis of BC regarding CRM integration. Directions for future research are also included.

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Maier, Eddie A., Bernard Griepink, Philippe Quevauviller, Luciano De Angelis, and Herbert Muntau. "Certified reference materials—Hay Powder (CRM 129) and Rye Grass (CRM 281)—for the quality control of analysis of animal feed." Microchimica Acta 102, no. 1-3 (January 1990): 87–99. http://dx.doi.org/10.1007/bf01244291.

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Kumar, Saurav. "The Relevance of Customer Relationship Management Strategies in Creating Customer Loyalty and Satisfaction: An Analytical Study." Shanlax International Journal of Management 8, no. 3 (January 1, 2021): 31–36. http://dx.doi.org/10.34293/management.v8i3.3587.

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Customer Relationship Management (CRM) is significantly regarded in the market for existing, likewise, current customers. This paper inspected the effect of client relationship management (CRM) components on consumer loyalty and satisfaction. A fair CRM (customer relationship the board) program that helps the association satisfy the customer, the investigation study would examine uncommon systems and methods for setting up effective CRM to satisfy the customers. The inspiration for driving the examination was to check the sufficiency of customer relationship Management (CRM) in holding and satisfying customers. The investigation utilized quantitative methodology and base on 100 respondents. Multiple Regression and ANOVA are utilized to look at the relationship between the factors.In this investigation, we center around these issues that are carrying noteworthiness to more raised level experts in an affiliation: is there an association between CRM with shopper dedication and Indian affiliations? With appropriate verifiable assessment, the hypotheses delineated in this examination are affirmed and the results show a certain high association among the components considered for the examination. The connected writing exhibits a critical relationship among compelling CRM, consumer loyalty and consumer satisfaction.The examiner reasoned that CRM is assuming a significant part in expanding the pie piece; it upgrades efficiency, prevalent worker’s assurance in the mean. Simultaneously, it improves the inside and out client information and higher consumer loyalty to improved client unwaveringness organization will likewise have the unmistakable data that what are their clients, what are their needs, and what will make them more fulfilled.The examination trusted is one of a kind and no exploration has been done to gauge the impact of client relationship management in upgrading client reliability and consumer loyalty.

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Islamgaleyev, Arman. "CRM Systems Management of Metallurgical Companies in Kazakhstan Based on the TRI * M System Methodology." MATEC Web of Conferences 297 (2019): 06013. http://dx.doi.org/10.1051/matecconf/201929706013.

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The article presents material on the practical implementation of CRM programs in metallurgical organizations and the experience of its usage. In the result of the study, an attempt was made to generalize the configuration of the CRM approach to relationships and programs accounting, as well as typical impressions of the entire CRM implementation process using as integrated platform for the stakeholders in the form of TRI * M system an analytical tool.

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Abu Ghazaleh, Mohamad, and Abdelrahim M. Zabadi. "Promoting a revamped CRM through Internet of Things and Big Data: an AHP-based evaluation." International Journal of Organizational Analysis 28, no. 1 (January 13, 2020): 66–91. http://dx.doi.org/10.1108/ijoa-12-2018-1602.

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Purpose Internet of things (IoT) and big data (BD) could change how the societies function. This paper explores the role of IoT and BD and their impact on customer relationship management (CRM) investments in modern customer service. The purpose of this paper is to develop an analytic hierarchy planning framework to establish criteria weights and to develop a general self-assessment model for determining the most important factors influencing the IoT and BD investment in CRM. The authors found that most studies have focused on conceptualizing the impact of IoT without BD and with limited empirical studies and analytical models. This paper sheds further light on the topic by presenting both IoT and BD aspects of future CRM. Design/methodology/approach The analytic hierarchy process (AHP) methodology is used to weight and prioritize the factors influencing the IoT and BD investment in modern CRM in the service industry. The AHP framework resulted in a ranking of 21 sustainability sub-factors based on evaluations by experienced information technology and customer service professionals. Findings The paper provides significant insight on the new frontier of CRM, focusing on the use of IoT and BD and the respective solutions to address them were identified. This study primarily contributes in providing the process of effectively managing and implementing IoT and BD in big businesses by identifying the connecting link between firms and customers. Practical implications The understanding of new frontier of CRM connective via IoT and BD can solve the dilemmas and challenges linked to the practice of implement IoT and BD in the information systems field. The study provides valuable information and critical analysis of IoT and BD with regard to the integration of CRM. Finally, this study further provides directions for future researchers. Originality/value IoT and BD are a growing phenomenon, which business decision-makers and information professionals need to consider seriously to properly ascertain the modern CRM dimensions in the digital economies. They also should embrace the proper CRM innovation, which is powered by IoT and BD, and discover how IoT and BD can bring the next level of maturity to CRM “CRM of everything.”

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Piskar, Franka, and Armand Faganel. "A Successful CRM Implementation Project in a Service Company: Case Study." Organizacija 42, no. 5 (September 1, 2009): 199–208. http://dx.doi.org/10.2478/v10051-009-0017-y.

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A Successful CRM Implementation Project in a Service Company: Case StudyCustomer relationship management - CRM implementations increased rapidly in Slovenia in the last few years, following the trends elsewhere. Studies reporting how the implementation project goes on before, between and after the implementation are scarce. We offer a thorough case study analysis of the CRM implementation with a positive outcome in a Slovene service company. Case study demonstrates that CRM implementation is a holistic and complex concept, which means that it is not merely an integration of new information technology, but everything that happens around the business processes changes. We recommend that the company has already established a process approach and the orientation toward customers. Study showed the need for efficient leadership, acquirement of resources and CRM strategy implementation control; trust to the software solution shouldn't be self-understood. Through implemented analytical CRM company can improve the relationship with customers, achieve larger information sharing between employees and accept better strategic decisions.

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KU, EDWARD C. S. "FUNCTIONAL INTEGRATION AND SYSTEMS IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT IN HOTEL INDUSTRY: A MULTILEVEL ANALYSIS." International Journal of Information Technology & Decision Making 13, no. 01 (January 2014): 175–96. http://dx.doi.org/10.1142/s0219622014500084.

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Successful customer relationship management (CRM) depend on strategic skills and reflect the sharpness of long-term cooperation and organizational values. The purpose of the study will explore operational and analytical implementation of information system (IS) may lead to market strategy and CRM performances of a hotel. A CRM performance model was formulated by ISs success perspective in the study, and we collected international tourism hotel samples by mailing questionnaire survey in Taiwan. We mailed 232 questionnaires to hotels, of which 151 returned completed questionnaires and we test the model and hypotheses by structural equation modeling (SEM) and multilevel analysis for our research. As this result of the study, the role of IS will transfer from the transaction process system to a strategic supporting role, collecting information is important process to hoteliers, staffs prepare to personalize service for a guest in advance when they have more information about guest. And the capability of leveraging analytics in operations can be a critical differentiator for hotel to stay competitive. As a business discipline, this research could be directed toward helping managers and practitioners decide CRM implementation priority, and improve both business processes and competitiveness through the deployment of a CRM system.

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Bansal, Dr Sanjeev, and Dr Garima Malik. "An Analytical Approach to Understand Customer Relationship Management in Indian Banking Sector from the Perspective of Customers." Ushus - Journal of Business Management 14, no. 4 (January 1, 2015): 1–16. http://dx.doi.org/10.12725/ujbm.33.1.

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In recent years, significant developments have been experienced in the banking sector. With the improved technology, banks have become institutions that offer services for 24 hours through telephone, internet and ATMs. Besides the classic banking services, they have taken over a number of activities such as automatic billing, which facilitate the lives of the customers. To maximize lifetime profitability from valued customers, banks have changed traditional silo mindset and have adopted Customer Relationship Management (CRM) techniques.This paper examines the relationship between thecustomer loyalty and CRM in National Capital Region of India. Methodology of the paper has been designed such that, it abstracts the scales into 5 dimensions related to CRM of banks. This paper uses regression analysis to arrive at a model which explains customer loyalty. This paper also provides insights for the banks which adopt CRM at a strategic standpoint as well as operational standpoint and implement a customer–centric vision.

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Ranjan, Jayanthi, and Vishal Bhatnagar. "Role of knowledge management and analytical CRM in business: data mining based framework." Learning Organization 18, no. 2 (March 8, 2011): 131–48. http://dx.doi.org/10.1108/09696471111103731.

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Łapczyński, Mariusz, and Bartłomiej Jefmański. "Number of Clusters and the Quality of Hybrid Predictive Models in Analytical CRM." Studies in Logic, Grammar and Rhetoric 37, no. 1 (August 8, 2014): 141–57. http://dx.doi.org/10.2478/slgr-2014-0022.

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Abstract Making more accurate marketing decisions by managers requires building effective predictive models. Typically, these models specify the probability of customer belonging to a particular category, group or segment. The analytical CRM categories refer to customers interested in starting cooperation with the company (acquisition models), customers who purchase additional products (cross- and up-sell models) or customers intending to resign from the cooperation (churn models). During building predictive models researchers use analytical tools from various disciplines with an emphasis on their best performance. This article attempts to build a hybrid predictive model combining decision trees (C&RT algorithm) and cluster analysis (k-means). During experiments five different cluster validity indices and eight datasets were used. The performance of models was evaluated by using popular measures such as: accuracy, precision, recall, G-mean, F-measure and lift in the first and in the second decile. The authors tried to find a connection between the number of clusters and models' quality.

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Doyle, Shaun. "Using a business case to secure the gestation of an analytical CRM project." Journal of Database Marketing & Customer Strategy Management 14, no. 3 (April 2007): 258–62. http://dx.doi.org/10.1057/palgrave.dbm.3250053.

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Kounbach, Said, Mokhtar Ben Embarek, Abdeljalil Chemaa, Rachid Boulif, Rachid Benhida, and Redouane Beniazza. "Development of in-House Industrial Fluosilicic Acid Certified Reference Material: Certification of H2SiF6 Mass Fraction." Minerals 11, no. 1 (January 19, 2021): 92. http://dx.doi.org/10.3390/min11010092.

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Fluosilicic acid is a by-product of the chemical phosphate industry, mainly during the manufacture of phosphoric acid and triple super phosphate (TSP). To ensure the accurate measurement of the H2SiF6 mass fraction in this by-product, method validation is required, which needs a certified reference material (CRM) with its traceability to the International System of Units (SI). This work describes the development of a certified reference material of fluosilicic acid, which is commercially unavailable. Details of all steps, such as sample preparation, homogeneity and stability studies, value assignment, establishment of metrological traceability, and uncertainty estimation of the certified reference material, are fully described. The H2SiF6 mass fraction in the CRM was quantified by two analytical methods, i.e., UV-VIS as a primary method of analysis and flame mode atomic absorption spectroscopy (AAS) as a second method. It is worth noting that the results obtained from each method were in good agreement. The CRM certified value and corresponding expanded uncertainty, obtained from the combined standard uncertainty multiplied by the coverage factor (k = 2), for a confidence interval of 95%, was (91.5 ± 11.7) g·kg−1. The shelf life of the developed CRM is determined to be 1 year, provided that storage conditions are ensured. The developed CRM can be applied to validate analytical methods, improve the accuracy of measurement data as well as to establish the meteorological traceability of analytical results.

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Otake, Takamitsu, Shoji F. Nakayama, Tomohiko Isobe, and Nobuyasu Hanari. "Development of Artificial Urine Certified Reference Material for Quantification of Neonicotinoid Insecticides." Journal of AOAC INTERNATIONAL 103, no. 6 (April 29, 2020): 1469–77. http://dx.doi.org/10.1093/jaoacint/qsaa061.

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Abstract Background Neonicotinoid insecticides (neonicotinoids) are widely used, however, they can negatively affect human health. Thus, neonicotinoids and their metabolites in human urine are analyzed globally to assess exposure levels and health risks. To properly assess the exposure levels and health risks, accurate analytical results are a necessity. Objective This study aims to develop urine certified reference material (CRM), NMIJ CRM 7408-a, for the quantification of neonicotinoids. Method To develop NMIJ CRM 7408-a, commercially available artificial urine was used as the raw material to which the target neonicotinoids were added. Analyses of neonicotinoids in NMIJ CRM 7408-a were carried out by isotope dilution mass spectrometry (IDMS). Results Sample homogeneity was assessed, with the results showing that acetamiprid, clothianidin, thiacloprid, and thiamethoxam exhibited sufficiently homogeneous distributions in the material. The relative uncertainties due to inhomogeneity were 1.2–7.0%. The results obtained from long-term stability assessment indicated that the target neonicotinoids were stable. The relative uncertainties due to instability were 9.4–17.2% (for an expiry date of 21 months). The characterization for providing concentration values was carried out using one (clothianidin and thiacloprid) or two (acetamiprid and thiamethoxam) analytical methods. The certified values of the target neonicotinoids (acetamiprid, clothianidin, thiacloprid, and thiamethoxam) were 0.19–1.38 µg/kg. Conclusions This is the first frozen artificial urine CRM in which neonicotinoids were quantified by IDMS and will be useful for evaluating the accuracy of analysis and validation of analytical methods for the determination of neonicotinoids in urine. Highlights NMIJ CRM 7408-a, which has been certified for four neonicotinoids, was developed by NMIJ.

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Saha, Lewlisa, Hrudaya Kumar Tripathy, Soumya Ranjan Nayak, Akash Kumar Bhoi, and Paolo Barsocchi. "Amalgamation of Customer Relationship Management and Data Analytics in Different Business Sectors—A Systematic Literature Review." Sustainability 13, no. 9 (May 9, 2021): 5279. http://dx.doi.org/10.3390/su13095279.

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Customization of products or services is a strategy that the business sector has embraced to build a better relationship with the customers to cater to their individual needs and thus providing them a fulfilling experience. This whole process is known as customer relationship management (CRM). In this context, we extensively surveyed 138 papers published between 1996 and 2021 in the area of analytical CRM. Although this study consisted of papers from different business sectors, a fair share of focus was directed to the telecommunication industry and generalized CRM techniques usages. Different science and engineering-based data repositories were studied to ascertain significant studies published in scientific journals, conferences, and articles. The research works on CRM were considered and separated into IT and non-IT-based techniques to study the methods used in different business sectors. The main target behind implementing CRM is for the better revenue growth of the company. Different IT and non-IT-based techniques are used in the analytical CRM area to achieve this target, and researchers have been actively involved in this domain. The purpose of the research was to show the impact of IT-based techniques in the business world. A detailed future course of research in this area was discussed.

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Hendarti, Henny, Suryanto Suryanto, and Otto Fikri Septianto. "Analisis dan Perancangan E-CRM Pada Perusahaan Advertising." ComTech: Computer, Mathematics and Engineering Applications 1, no. 1 (June 1, 2010): 149. http://dx.doi.org/10.21512/comtech.v1i1.2208.

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The purpose of this study was to analyze the needs and customer satisfaction in service advertising and design an attractive site customer satisfaction, user friendly and dynamic. Ways to do research using analytical method, data collection method, and design method. The collection of data and information were done through a field research. The results obtained from this research is the design of e-CRM applications (Electronic Customer Relationship Management) which aims to produce an interactive Internet-based applications for any strategy to enhance relationships with existing customers, increase new customers and increase profits from the sale. In addition, companies can thrive in providing quality service to our customers, which in turn can increase its profit. The conclusion of this research is to create a dynamic website, which is useful for providing better services to consumers, thus increasing profits for customers and companies.

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Simbolon, Freddy. "Model Pengukuran Kinerja Customer Relationship Management dalam Industri Perbankan." Binus Business Review 5, no. 1 (May 30, 2014): 278. http://dx.doi.org/10.21512/bbr.v5i1.1216.

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High competition in the banking industry requires the banking industry to properly manage relationships with customers, as it is known as Customer Relationship Management (CRM). CRM applications will become effective when supported by information technology. Investment in information technology is not a small investment, because the higher the information technology, the greater the value of the investment. This study aims to obtain a model of CRM performance measurement in the banking industry efficiently and effective. The method in this study uses descriptive analytical method, while the results obtained in this study is a CRM Scorecard. CRM Scorecard is one of the approach models that correctly measure the performance of CRM, which is based on information technology. Through CRM Scorecard approach, information technology investment in CRM is no longer seen as a cost center, but seen to be a profit center, because the company can manage customers efficiently and effectively in order to enhance shareholder value in the future.

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Nehari-Talet, Amine, Samer Alhawari, and Haroun Alryalat. "The Outcome of Knowledge Process for Customer of Jordanian Companies on the Achievement of Customer Knowledge Retention." International Journal of Knowledge Management 6, no. 1 (January 2010): 44–61. http://dx.doi.org/10.4018/jkm.2010103003.

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Organizations have increasingly recognized the importance of managing customer relationships, and Knowledge Management (KM) from the perspective of a process approaches assure positive impact on customer retention. Many organizations are turning to Customer Relationship Management (CRM) to better serve customers and facilitate closer relationships. This paper investigates how Knowledge Process for customers is used in practice by Jordanian companies to achieve Customer Knowledge Retention. The current practice is based on the data collected from 156, randomly drawn and reported from a survey of CRM applications and evaluation of CRM analytical functions provided by three software business solution companies working in the CRM area, and four companies that used the CRM system. Based on data collected from the companies, results from the analysis indicated that the knowledge process for customers had a positive effect on customer knowledge retention. The paper also verified the hypotheses of the effect of knowledge processes for customers on customer retention. The findings shed light on the potential relationship between the knowledge processes for customers and customer retention. It also provides guidance for the Information Technology (IT) industry as to how an analytical knowledge process for customers should be taken into account in developing countries to support to achieve customer knowledge retention due to cultural, social and educational differences.

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Narukawa, Tomohiro, Koichi Chiba, Takayoshi Kuroiwa, Takashi Yarita, and Akiko Takatsu. "Preparation and certification of arsenobetaine reference material NMIJ CRM 7901-a." Analytical and Bioanalytical Chemistry 389, no. 2 (July 17, 2007): 661–66. http://dx.doi.org/10.1007/s00216-007-1445-2.

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Pauwels, J., U. Kurf�rst, K. H. Grobecker, and P. Quevauviller. "Microhomogeneity study of BCR candidate reference material CRM-422 ? cod muscle." Fresenius' Journal of Analytical Chemistry 345, no. 7 (1993): 478–81. http://dx.doi.org/10.1007/bf00326336.

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Budko, A. G., A. Y. Mikheeva, and A. I. Krylov. "Metrological assurance of dioxin measurements. A certified reference material for measuring the dioxin mass fraction in animal fat." Reference materials 14, no. 3-4 (April 2, 2019): 17–32. http://dx.doi.org/10.20915/2077-1177-2018-14-3-4-17-32.

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The paper presents information on the development of a new certified reference material (CRM) for mass fraction of dioxins in animal fat, with established metrological traceability. A procedure for preparing and certifying CRM material is given. The GC–LRMS method with isotopic dilution was used as an analytical method for establishing certified characteristics. The uncertainties due to inhomogeneity and instability of the CRM material were estimated in order to account for their contribution to the uncertainty of certified values. In addition, the results of interlaboratory comparisons (ILC) for an experimental batch of the developed CRM are presented. Measurement results provided by ILC participants are shown to be in good agreement with the certified characteristics of the CRM. The certified values of dioxin mass fractions (PCDF group) in the CRM material are established to vary from 1 to 1000 ng / kg, with the relative expanded uncertainty ranging from 10 to 20 %.

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ABRAMOVITZ, ALEXANDER, and MOR MORDECHAI PERETZ. "EFFECT OF THE RIPPLE CURRENT ON POWER FACTOR OF CRM BOOST APFC." Journal of Circuits, Systems and Computers 17, no. 03 (June 2008): 389–98. http://dx.doi.org/10.1142/s0218126608004344.

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Boost Active Power Factor Corrector operating in a Borderline or Critical Conduction Mode is reexamined. Approximate analytical expressions of the inductor RMS current as well as estimation of Power Factor of the APFC are obtained. Based on the proposed theory, the paper suggests simple design criteria for the line filter.

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Djojo, Brata Wibawa, and Karin Tamara. "Perancangan E-CRM pada PT Multi Superindo Manunggal." Winners 11, no. 1 (March 31, 2010): 26. http://dx.doi.org/10.21512/tw.v11i1.697.

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The key to the success of a company does not only lie in the product or service being offered, but in how far the company's efforts in satisfying the needs of its customers. Results of the system analysis, shows that problems faced by the company are caused by still not optimal customer services. The purpose of this study is to analyze the appropriate strategy for the company and design systems to support the implementation of the strategy. The analytical method used in analyzing the industry with Porter's Five Forces model, and formulation of strategies for using the method of analysis of external and internal environment with matrix IFE and EFE, followed by a SWOT matrix, and strategy decisions based on the matrix QSPM. Results from the formulation of strategy are market penetration strategy. E-CRM system is considered to be the most appropriate in implementation of this strategy and overcoming the problems faced by the company. Web-based e-CRM systems, focusing on the development and maintenance of long-term relationships with customers that can provide added value to both. E-CRM system is expected to make transactions easier for customers to order and get customer service, and also for prospective customers to access accurate company information. Design of E-CRM systems are conducted using 7C method.

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Gamayanto, Indra, and Henry Christian. "The Development of Innovative CRM E-Commerce: The Case of Blibli.Com." Binus Business Review 9, no. 1 (March 31, 2018): 29. http://dx.doi.org/10.21512/bbr.v9i1.4100.

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This research discussed how e-commerce companies improve its competitiveness in the retail industry in Indonesia through innovative CRM. Blibli.com is one of the largest e-commerce companies in Indonesia that provides customers with innovative services to enhance its competitiveness with other e-commerce companies. This research also aimed to explore the strategies carried out by Blibli.com in developing its CRM. It used the 7s stages of McKinsey analytical methodology. The 7s stages of McKinsey was the excellent method of analyzing a company, regarding hard skills (Strategy, Structure, and System) and soft skills (Skill, Staff, and Style). This research finds that Blibli.com is an innovative CRM e-commerce. The analysis confirms that Blibli.com employs good strategies, structure, and system that lead to a competitive company. The company also provides training for its staffs, manages the staff and style properly. As a result, Blibli.com can widen its market, compete effectively with other e-commerce companies, and create a new market to gain big profits in the future.

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Hakim, Adi Lukman, Mega Barokatul Fajri, and Erna Nur Faizah. "Customer Relationship Management (CRM) Training in Increasing Business Sales During the Covid-19 Pandemic." International Journal Of Community Service 1, no. 2 (August 30, 2021): 208–13. http://dx.doi.org/10.51601/ijcs.v1i2.33.

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The Covid-19 pandemic demands that businesses go digital. Not only products must be marketed through technology, but the way of communication with consumers must also be arranged systematically to stabilize income. Among a number of tools designed to answer customer retention demands, CRM software was chosen because this tool can accommodate consumer data, business data, track consumer interactions, and track company prospects. The purpose of this activity is to conduct training and assistance in implementing Customer Relationship Management in increasing sales during the pandemic. This method uses a descriptive qualitative approach with training design in using Customer Relationship Management software. Instruments in the form of learning experience and literature study. This community partnership program involves business start-ups within the Muhammadiyah University of Lamongan, especially students majoring in Accounting and Management. The results of this study indicate that the application of CRM has an effect as an effort to increase business sales during the pandemic with a series of strategic CRM processes, operational CRM, analytical CRM. Essentially, both upper, middle, and even lower customers need good and quality service, it's just that the levels are different. When start-up actors apply the right and good CRM, it will automatically increase customer satisfaction which has an impact on increasing business sales.

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Dosis, Ioannis, Marina Ricci, Håkan Emteborg, and Hendrik Emons. "A journey towards whole water certified reference materials for organic substances: measuring polycyclic aromatic hydrocarbons as required by the European Union Water Framework Directive." Analytical and Bioanalytical Chemistry 413, no. 9 (February 18, 2021): 2283–93. http://dx.doi.org/10.1007/s00216-021-03200-2.

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AbstractIn 2000, the Water Framework Directive (WFD) came into force in the European Union with the aim of protecting and improving water quality. The priority substances established to be monitored are predominantly organic compounds, for which the WFD sets the requirement of ‘whole water sample’ analysis. This legislative requirement poses analytical challenges for the monitoring laboratories as well as technical challenges for reference materials producers. In the past, there were attempts to produce reference materials as quality assurance/quality control tools for measuring organic priority substances in whole water. A critical reflection on the approaches and solutions applied to prepare such kind of matrix reference materials is presented along with a discussion on the difficulties encountered by the analytical laboratories in analysing such complex matrices. The Certified Reference Material (CRM) ERM-CA100 can be considered as a pioneer for a ‘whole water’ CRM (containing humic acids) and has been designed for the analysis of polycyclic aromatic hydrocarbons (PAHs). Further developments seem to be necessary to upgrade the design towards a CRM which will also include suspended particulate matter, another basic constituent of natural surface water samples. Graphical abstract

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Apriyanti, Rini, Fatchur Rohman, and Nur Khusniyah Indrawati. "Pengaruh e-CRM terhadap Kualitas Hubungan dan Hasil dengan Atribut Layanan dan Pemulihan Layanan sebagai Variabel Mediasi." Jurnal Manajemen dan Kewirausahaan 9, no. 1 (June 29, 2021): 129. http://dx.doi.org/10.26905/jmdk.v9i1.5287.

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This research is expected to find out more about the effect of e-Customer Relationship Management (e-CRM) on relationship quality and outcomes by using service attributes and service recovery as a mediating variable for customers of PT BCA Tbk, The Main Branch of Malang. This study uses a quantitative approach by explanatory research. An online survey method which was conducted on 132 priority customer of PT BCA Tbk The Main Branch of Malang. The analytical method uses SEM-PLS. This research shows that the quality of the relationship results is significantly influenced by e-CRM, and is also significantly and directly influenced by service attributes and service recovery. Each service attributes and service recovery were found to act as mediators in this study, namely partially mediating e-CRM on relationship quality and results. The results also convey that e-CRM can directly and significantly influence each service attribute and service recovery. It's miles hoped this research can assist practitioners in improving the relationship quality and outcomes of the company and customer relationships with e-CRM, through service attributes and service recovery.

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Bekman, Alexander D., Sergey V. Stepanov, Alexander A. Ruchkin, and Dmitry V. Zelenin. "A new algorithm for finding CRM-model coefficients." Tyumen State University Herald. Physical and Mathematical Modeling. Oil, Gas, Energy 5, no. 3 (October 14, 2019): 164–85. http://dx.doi.org/10.21684/2411-7978-2019-5-3-164-185.

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The quantitative evaluation of producer and injector well interference based on well operation data (profiles of flow rates/injectivities and bottomhole/reservoir pressures) with the help of CRM (Capacitance-Resistive Models) is an optimization problem with large set of variables and constraints. The analytical solution cannot be found because of the complex form of the objective function for this problem. Attempts to find the solution with stochastic algorithms take unacceptable time and the result may be far from the optimal solution. Besides, the use of universal (commercial) optimizers hides the details of step by step solution from the user, for example — the ambiguity of the solution as the result of data inaccuracy.<br> The present article concerns two variants of CRM problem. The authors present a new algorithm of solving the problems with the help of “General Quadratic Programming Algorithm”. The main advantage of the new algorithm is the greater performance in comparison with the other known algorithms. Its other advantage is the possibility of an ambiguity analysis. This article studies the conditions which guarantee that the first variant of problem has a unique solution, which can be found with the presented algorithm. Another algorithm for finding the approximate solution for the second variant of the problem is also considered. The method of visualization of approximate solutions set is presented. The results of experiments comparing the new algorithm with some previously known are given.

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Yoshinaga, Jun, Masatoshi Morita, Masae Yukawa, Kunio Shiraishi, Hisao Kawamura, H. Arae, S. Baker, et al. "Certified Reference Material for Analytical Quality Assurance of Minor and Trace Elements in Food and Related Matrixes Based on a Typical Japanese Diet: Interlaboratory Study." Journal of AOAC INTERNATIONAL 84, no. 4 (July 1, 2001): 1202–8. http://dx.doi.org/10.1093/jaoac/84.4.1202.

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Abstract A Certified Reference Material (CRM) was prepared at the National Institute for Environmental Studies (NIES), Japan, in collaboration with the National Institute of Radiological Sciences (NIRS), Japan, for the analytical quality assurance of minor and trace elements in food and related matrixes. The starting material for the CRM was all food served in 29 households in Japan over two 3-day periods in 1997–1998, and thus the CRM represented a typical Japanese diet. All foods (meals, snacks, and beverages) were homogenized, freeze-dried, pulverized, blended, dispensed into 1100 bottles, and sterilized. The within- and between-bottle homogeneity of the prepared CRM was satisfactory for most of the elements. The concentrations of 14 elements (Na, Mg, K, Ca, Mn, Cu, Zn, As, Se, Sr, Cd, Sn, Ba, and U) were certified based on a collaborative analysis involving NIES, NIRS, and 20 other laboratories. Reference values were given for the concentrations of 12 additional elements (P, Cl, Fe, Co, Ni, Br, Rb, Mo, I, Cs, Pb, and Th). The elements certified and those given reference values include minerals, essential trace elements, contaminant elements, and long-lived radionuclides. Thus, this CRM is of practical value in the quality assurance of element analysis of foods and diets in nutritional, environmental, and radiological research.

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Das, Pranjal P., Anweshan, and Mihir K. Purkait. "Treatment of cold rolling mill (CRM) effluent of steel industry." Separation and Purification Technology 274 (November 2021): 119083. http://dx.doi.org/10.1016/j.seppur.2021.119083.

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Hickey, John M., Vishal M. Toprani, Kawaljit Kaur, Ravi P. N. Mishra, Akshay Goel, Natalia Oganesyan, Andrew Lees, Robert Sitrin, Sangeeta B. Joshi, and David B. Volkin. "Analytical Comparability Assessments of 5 Recombinant CRM 197 Proteins From Different Manufacturers and Expression Systems." Journal of Pharmaceutical Sciences 107, no. 7 (July 2018): 1806–19. http://dx.doi.org/10.1016/j.xphs.2018.03.002.

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Alavi, Shirin, Vandana Ahuja, and Yajulu Medury. "Metcalfe's law and operational, analytical and collaborative CRM-using online business communities for co-creation." Journal of Targeting, Measurement and Analysis for Marketing 20, no. 1 (March 2012): 35–45. http://dx.doi.org/10.1057/jt.2012.3.

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Locatelli, Clinio, and Giancarlo Torsi. "Voltammetric Determination of Metals in Copper Alloys at Trace and Ultratrace Concentrations." Collection of Czechoslovak Chemical Communications 68, no. 8 (2003): 1437–48. http://dx.doi.org/10.1135/cccc20031437.

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The present work describes the analytical procedures for the voltammetric determination of Cu, Pb, Cd, Zn, Fe, Mn, Co, Ni, Sn, Sb and Bi in copper alloys. The possibility of determining simultaneously metal concentrations in the case of interference of the voltammetric signals due to the peak overlapping is also highlighted and discussed. The analytical procedure was verified by the analysis of the standard reference materials: commercial bronze A NIST-SRM 1115, gunmetal BCS-CRM 207/2, high tensile brass BCS-CRM 390. Precision and accuracy, expressed as relative standard deviation and relative error, respectively, were in all cases lower than 6%. The limits of detection for each element were also reported.

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48

Al-nsour, Sana'a, Haroun Alryalat, and Samer Alhawari. "Integration between Cloud Computing Benefits and Customer Relationship Management (CRM) Processes to Improve Organization's Performance." International Journal of Cloud Applications and Computing 4, no. 1 (January 2014): 1–14. http://dx.doi.org/10.4018/ijcac.2014010101.

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Due to the rapid growth in the electronic business, information technology has become necessary for building efficiency and effective transactions among organizations. Consequently, Cloud Computing (CC) becomes a very important area to achieve the organization's performance. The process of integration between Cloud Computing (CC) and the Customer Relationship Management (CRM) is a new research area. Therefore, scientific research and literature review related to Cloud Computing and CRM processes are limited. This paper takes a holistic approach that examines the combined effects of Cloud Computing Benefits (cost and ease of use) and CRM processes (customer acquisition, customer retention and customer expansion) on organization's performance. It also presents a conceptual framework for Cloud Computing and CRM processes, based on the analysis of various models presented in Cloud Computing and CRM processes. The main emphasis is focused on the concept of Cloud Computing Benefits and CRM processes by examining some reasons that make the organization interested in using this modern technology from one hand and how Cloud Computing can encourage organizations to implement CRM to improve their performance on the other. This paper contributes to develop three models: Cloud Computing Benefits, CRM process, and integration between the Cloud Computing and CRM process to improve organization performance model. Also, it describes more valid factors to identify how an organization deals with its performance in the future by providing an advice for the Information Technology (IT) industry as how an analytical integration between Cloud Computing Benefits and CRM process improves organization's performance – something that should be taken into account in developing countries to attain a competitive advantage. This study is divided in three sections: Literature Review, Research Model, and Conclusion.

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Buttinger, G., S. Harbeck, and R. Josephs. "The certification of the aflatoxin mass fractions in peanut butter." World Mycotoxin Journal 1, no. 3 (August 1, 2008): 283–89. http://dx.doi.org/10.3920/wmj2008.x038.

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In the context of control activities contamination of food and feed with aflatoxins is a frequently observed non compliance. Pistachios, peanuts and products thereof are particularly affected. The Institute for Reference Materials and Measurements has therefore produced a peanut butter material certified for its aflatoxin mass fractions. This certified reference material (CRM) allows for the evaluation of analytical method performance and the assessment of the comparability of results from different laboratories. The CRM was produced using naturally contaminated raw materials to ensure equivalent behaviour compared to samples routinely encountered. The homogeneity and stability of the CRM were thoroughly tested and certified values were determined in an inter-laboratory study. Furthermore, uncertainties of the certified values were assessed including contributions of the homogeneity, stability and certification studies to the combined uncertainty. This newly prepared CRM allows an assessment of trueness of the analytical method at a concentration level corresponding to the legal limits enforced in the European Union. The material has the following certified properties: aflatoxin B1 1.77±0.29 µg/kg, aflatoxin B2 0.48±0.07 µg/kg, aflatoxin G1 0.9±0.4 µg/kg, aflatoxin G2 0.31±0.12 µg/kg and total aflatoxins, as sum of aflatoxins B1, B2, G1 and G2, 3.5±0.5 µg/kg.

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Al-nsour, Sana'a, Haroun Alryalat, and Samer Alhawari. "Integration between Cloud Computing Benefits and Customer Relationship Management (CRM) Processes to Improve Organization's Performance." International Journal of Cloud Applications and Computing 4, no. 2 (April 2014): 73–86. http://dx.doi.org/10.4018/ijcac.2014040105.

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Due to the rapid growth in the electronic business, information technology has become very necessary for building up efficiency and effective transactions among organizations. Consequently, Cloud Computing (CC) becomes a very important area to achieve the organization's performance. The process of integration between Cloud Computing (CC) and the Customer Relationship Management (CRM) is a new research area. Therefore, scientific research and literature review related to Cloud Computing and CRM processes are limited. Yet, the impact of Cloud Computing on CRM processes remains under exploration and investigation. To this effect, this paper takes on a holistic approach that examines the combined effects of Cloud Computing Benefits (cost and ease of use) and CRM processes (customer acquisition, customer retention and customer expansion) on organization's performance. It also presents a conceptual framework for Cloud Computing and CRM processes, based on the analysis of various models presented in Cloud Computing and CRM processes. The main emphasis is focused on the concept of Cloud Computing Benefits (cost and ease of use) and CRM processes (customer acquisition, customer retention and customer expansion) by examining some reasons that make the organization interested in using this modern technology from one hand and how Cloud Computing can encourage organizations to implement CRM to improve their performance on the other. Therefore, this paper contributes to develop three models: Cloud Computing Benefits, CRM process, and integration between the Cloud Computing and CRM process to improve organization performance model. Also, it describes more valid factors to identify how an organization deals with its performance in the future by providing an advice for the Information Technology (IT) industry as how an analytical integration between Cloud Computing Benefits and CRM process improves organization's performance – something that should be taken into account in developing countries to attain a competitive advantage. This study is divided in three sections: Literature Review, Research Model, and Conclusion.

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Journal articles on the topic 'Analytical CRM'

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