Relevant bibliographies by topics / CRM channels

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'CRM channels'

Author: Grafiati
Published: 4 June 2021
Last updated: 10 February 2022

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Journal articles on the topic "CRM channels"

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Chen, Liwei, J. J. Po-An Hsieh, Arun Rai, and Sean Xin Xu. "How Does Employee Infusion Use of CRM Systems Drive Customer Satisfaction? Mechanism Differences Between Face-to-Face and Virtual Channels." MIS Quarterly 45, no. 2 (2021): 719–54. http://dx.doi.org/10.25300/misq/2021/13265.

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To attain customer satisfaction, service firms invest significant resources to implement customer relationship management (CRM) systems to support internal customer service (CS) employees who provide service to external customers in both face-to-face and virtual channels. How CS employees apply sophisticated CRM systems to interact with customers and how the mechanisms through which their CRM usage affects customer satisfaction vary across service channels and bear important implications. We approach these issues by investigating the concept of infusion use, defined as CS employees’ assessment
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Potra, Sabina, Monica Izvercian, and Serban Miclea. "Changes in CRM Approach." International Journal of Information Systems in the Service Sector 8, no. 1 (2016): 45–57. http://dx.doi.org/10.4018/ijisss.2016010104.

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Relationship marketing principles shifted with the emergence of the social Web. The firm-centric, traditional closed doors approach is no longer assuring the survival in a global market with demanding and informed customers. Customer touch points are replaced by an open mentality where customer experience and creative collaboration with prosumers has changed even CRM techniques. The present paper analyses the journey from traditional CRM, to social CRM and PoRM (Prosumer-oriented Relationship Management) in response to consumer creative engagement desires. Thus, four PoRM processes are concept
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Aduski, Erlina, Prasetyo Hadi, and Rusdi Musa Ishaq. "Analisis Strategi Pemasaran Produk Digital CRM di PT Infomedia Nusantara." MBIA 19, no. 2 (2020): 153–69. http://dx.doi.org/10.33557/mbia.v19i2.892.

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The purpose of this research is to reformulate the marketing strategy of Digital CRM products where at this time, in the digital era, the contribution of revenue generated by CRM Digital is still very low if we compared with Inbound Call (Legacy CRM). This research applied the qualitative approach with a descriptive type of research and using PEST analysis, Industry Environment 5 Forces Porter Analysis, SWOT, and 7P Marketing Mix. Based on the analysis of external and internal factors, we get several alternative strategies such as 1) Product: focus on offering Integrated Omnichannel products,
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Lipiäinen, Heini Sisko Maarit. "CRM in the digital age: implementation of CRM in three contemporary B2B firms." Journal of Systems and Information Technology 17, no. 1 (2015): 2–19. http://dx.doi.org/10.1108/jsit-06-2014-0044.

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Purpose – The purpose of this study was to contribute to the current discussion on digitization in companies’ marketing from a customer relationship management (CRM) perspective by examining the role and objectives of CRM and the exploitation of social media to serve the objectives of CRM in contemporary business-to-business (B2B) companies. Design/methodology/approach – The data are collected through semi-structured themed interviews with key marketing/sales managers from three B2B firms. Findings – CRM seems to be moving closer to the company’s core activity and becoming everybody’s business
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Paliouras, Konstantinos, and Kerstin V. Siakas. "Social Customer Relationship Management: A Case Study." International Journal of Entrepreneurial Knowledge 5, no. 1 (2017): 20–34. http://dx.doi.org/10.1515/ijek-2017-0002.

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Abstract Social Customer Relationships Management (CRM) is a current business trend providing new channels of two-way communication with customers through social media sites, such as Facebook, Twitter etc. Social CRM enables companies to interact in an easy and contemporary way directly with customers as well as to track customer interactions and their social influence. In this paper we examine the importance of CRM, e-CRM and Social CRM for businesses. We provide perspectives on objectives and types of CRM, the working cycle of CRM, the stages of a CRM Strategy and technology tools that are u
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Shankar, Venky. "Big Data and Analytics in Retailing." NIM Marketing Intelligence Review 11, no. 1 (2019): 36–40. http://dx.doi.org/10.2478/nimmir-2019-0006.

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AbstractBig data are taking center stage for decision-making in many retail organizations. Customer data on attitudes and behavior across channels, touchpoints, devices and platforms are often readily available and constantly recorded. These data are integrated from multiple sources and stored or warehoused, often in a cloud-based environment. Statistical, econometric and data science models are developed for enabling appropriate decisions. Computer algorithms and programs are created for these models. Machine learning based models, are particularly useful for learning from the data and making
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De Juan-Jordán, Hugo, María Guijarro-García, and Javier Hernandez Gadea. "Feature Analysis of the “Customer Relationship Management” Systems for Higher Education Institutions." Multidisciplinary Journal for Education, Social and Technological Sciences 5, no. 1 (2018): 30. http://dx.doi.org/10.4995/muse.2018.9232.

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<p class="Textoindependiente21">Universities, business schools and other higher education institutions all over the world are experiencing deep changes in the way they work and interrelate with their ‘clients’, i.e. students and their relatives, alumni and donors, faculty and staff members, because these constituents are demanding more attention through different channels as well as immediate response and service. Technology - materialized in the form of Customer Relationship Management (CRM) systems - is the great promise for solving these demands.</p>This article summarizes the f
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Varis, Iryna, Oksana Kravchuk, and Sofiia Zavhorodnia. "Business’s digital transformation: choice, implementation and improvement of CRM-systems." Marketing and Digital Technologies 5, no. 2 (2021): 48–66. http://dx.doi.org/10.15276/mdt.5.2.2021.5.

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The aim of the article. The aim of the article is to determine the essence, advantages and disadvantages of business’s digital transformation, describe the importance of business-process management through its digital transformation, define the nature, types and capabilities of CRM-systems, identify and describe trends in their development, analyze the results of prior researches and select the most popular CRM-systems, as well as research for existing problems of using defined CRM-systems, suggest recommendations for eliminating shortcomings of existing CRM-systems. Analyses results. The coro
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BURKART, PATRICK, and TOM McCOURT. "Infrastructure for the Celestial Jukebox." Popular Music 23, no. 3 (2004): 349–62. http://dx.doi.org/10.1017/s0261143004000236.

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The vision of a dynamic and intelligent Celestial Jukebox, in which any cultural artifact is available to dedicated appliances or home computers via wired or wireless channels, animates many predictions for the future of media delivery. The chief proponents of this vision are transnational media firms selling hardware, software and content. Despite a prolonged downturn in the global economy for media and software, the technical and legal design of the Celestial Jukebox nears completion. We examine the development and implications of the Jukebox as it is manifested in several online music servi
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Valacherry, Arunima Kambikanon, and Pakkeerappagari Pakkeerappa. "Customer Knowledge Management via Social Media: A Case Study of an Indian Retailer." Journal of Human Values 24, no. 1 (2017): 39–55. http://dx.doi.org/10.1177/0971685817733571.

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The socialization process in knowledge management (KM) has been in discussion for more than a decade, and most research has focused on socialization among employees in developing organizational knowledge. But this article tries to explore the socialization aspect in customer knowledge management (CKM) in a customer-centric industry, retail using social media. The case study of a leading Indian retailer is implemented using netnography, a research technique that draws data from computer-mediated communication channels. The communications of the retailer to and from customers through Facebook, T
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Dissertations / Theses on the topic "CRM channels"

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Fernandes, Afonso Granate. "Optimização de campanhas de CRM: caso Santander Totta." Master's thesis, Instituto Superior de Economia e Gestão, 2010. http://hdl.handle.net/10400.5/2231.

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Mestrado em Ciências Empresariais<br>Quer no mundo académico, quer na realidade empresarial, cada vez mais se ouve falar em CRM (Customer Relationship Management). O termo, por muitos discutido e sujeito a inúmeras definições, pode ser abordado sob diferentes perspectivas. Independentemente disso, compreender como se desenrola na prática, qual o efeito que poderá ter no funcionamento da empresa, na sua relação com os clientes, e como permite optimizar uma campanha, poderá ser importante para os gestores que queiram implementar tal projecto e estejam reticentes em fazê-lo. Esse foi o objectivo
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Gyllenskepp, Jimmy, and Jacob Jönsson. "Multichannel Integration: The Case of Infor." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-19972.

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This study’s aim is to examine how companies integrate their multiple CRM channels to enhance the relationships with the customers. A qualitative method was used and the collection of data was conducted from eleven interviews. The interviews were semi-structured with open-ended questions. The theory is written in three main themes; customer relationship management, channels of communication and multichannel integration. Empirical findings and the analysis also follows these themes. The study is ending with conclusions. What is affecting companies channel selection depends on what message compa
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Valerio, Flávio Ruhnke. "Práticas de marketing de relacionamento entre fabricantes e distribuidores de defensivos agrícolas." Universidade de São Paulo, 2015. http://www.teses.usp.br/teses/disponiveis/96/96132/tde-02122015-165757/.

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O marketing relacional tem se apresentado como uma alternativa muito promissora para empresas de diversos setores, pois desenvolve chances maiores de fidelização de clientes e promove a competitividade das organizações envolvidas. Apesar dessas vantagens, a maioria dos estudos encontrados sobre o tema, principalmente no setor do agronegócio e para mercados B2B, não se aprofundou na parte operacional de um relacionamento: as práticas e atividades. Com o intuito de explorar essa lacuna na literatura, o trabalho teve como objetivo identificar as práticas mais utilizadas pelos fornecedores e mais
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Hlaváčková, Lýdia. "Analýza procesov a nástrojov hodnotenia kampaňových reakcií." Master's thesis, Vysoká škola ekonomická v Praze, 2012. http://www.nusl.cz/ntk/nusl-114207.

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This thesis is specialised to analyse clients responds from banking industry to mar-keting campaigns. For purpose of such study are from the view of the information systems essential Customer Relationship Management systems, CRM systems, their operational part, with which are working all the employees and also analytical part, which serve for agregation a usage information of the operational part for desicion making. For the sake of correct understanding of the business logic of these systems is thesis concerning also area of direct marketing, which is object of CRM marketing campaigns. From t
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Omoge, Akinyemi Paul. "The direct and mediated effects of customer relationship management (CRM) systems usage as service delivery channels on consumer buying behaviour : an empirical appraisal of the context of the Nigerian banking industry." Thesis, Robert Gordon University, 2016. http://hdl.handle.net/10059/2139.

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Ample evidence from the literature suggests that in recent years, banks have been heavily investing in customer relationship management (CRM) systems. The reasons for this are traced to banks' emergent need to gain and sustain competitive advantage through greater knowledge of their customers. In turn, this increased knowledge is likely to also lead to increased: a) customer base, b) customer satisfaction, c) customer retention and, d) customer loyalty. The literature suggests that there is a knowledge gap, which relates to the reasons for CRM systems in adoption and usage as service delivery
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Mannerson, Victor, and Henri Mark. "Hur hanterar restauranger kundfeedback via sociala medier? : Kundfeedback och dess inverkan i restaurangers operativa verksamhet." Thesis, Linköpings universitet, Företagsekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-150425.

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Bakgrund: Betydelsen av kundfeedback kan idag inte underskattas. För att undersöka dess inverkan krävs vetskap kring vilka dialogstrategier restauranger implementerar. Information om dess inverkan i den operativa verksamheten samt vetskap om varför restauranger väljer att hantera samt åtgärda kundfeedback. Forskningsfrågor: 1. Vilka strategier använder restauranger för att bemöta kundfeedback mottagen via sociala medier? 2. Varför hanterar samt hur åtgärdar restauranger kundfeedback mottagen via sociala medier? 3. Hur påverkas restaurangers förlängda marknadsmix av kundfeedback på sociala medi
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Kilinger, Jan. "Analýza prodejních kanálů a návrh na jejich rozvoj ve společnosti ABB s. r. o." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2015. http://www.nusl.cz/ntk/nusl-225281.

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The diploma thesis is focused on analysis of sales channels in the ABB company with is focused on high voltage division, which is situated in Brno in the street Videňská. In the first part of this thesis are set major and minor targets with theoretic methods to achieve them. Second part is practis and there are processed theoretic knowledges which are needed to understand issues and set own improvement. In the end there are reviewed outputs and shown proposals for development sales chanels and better customer communication.
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Zeltwanger, Shawn. "Gating of cystic fibrosis transmembrane conductance regulator (CFTR) chloride channels by nucleoside triphosphates." free to MU campus, to others for purchase, 1998. http://wwwlib.umi.com/cr/mo/fullcit?p9924950.

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Joo, Nam Soo. "Regulation of duodenal ion transport by uroguanylin and cloning of murine intestinal CIC-2 chloride channel." free to MU campus, to others for purchase, 1998. http://wwwlib.umi.com/cr/mo/fullcit?p9924893.

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Tanaka, Naoto. "A MISSENSE MUTATION IN CONE PHOTORECEPTOR CYCLIC NUCLEOTIDE-GATED CHANNELS ASSOCIATED WITH CANINE DAYLIGHT BLINDNESS OFFERS INSIGHT INTO CHANNEL STRUCTURE AND FUNCTION." Diss., Temple University Libraries, 2013. http://cdm16002.contentdm.oclc.org/cdm/ref/collection/p245801coll10/id/246634.

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Biology<br>Ph.D.<br>Cone cyclic nucleotide-gated (CNG) channels are located in the retinal outer segments, mediating daylight color vision. The channel is a tetramer of A-type (CNGA3) and B-type (CNGB3) subunits. CNGA3 subunits are able to form homotetrameric channels, but CNGB3 exhibits channel function only when co-expressed with CNGA3. Mutations in the genes encoding these cone CNG subunits are associated with achromatopsia, an autosomal recessive genetic disorder which causes incomplete or complete loss of daylight and color vision. A missense mutation, aspartatic acid (Asp) to asparagine
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Books on the topic "CRM channels"

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System-Marketing für CIM: Erfolgspotentiale deutscher Werkzeugmaschinenhersteller im CIM-Systemgeschäft. P. Lang, 1995.

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M, Schwartz Lisa, and Petouhoff Natalie L, eds. Re-inventing your contact center: A manager's guide to successful multi-channel CRM. Pearson Education, 2007.

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Trường đại học thương mại (Hanoi, Vietnam). Các cam kết WTO về dịch vụ phân phối: Những vấn đề đặt ra đối với Việt Nam. Nhà xuất bản Thống kê, 2010.

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Asano, David Ken. CPM transceivers using a limiter-discriminator in fading channels. 1994.

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Ruffins, Lana M., Natalie L. Petouhoff, and Lisa M. Schwartz. Reinventing Your Contact Center: A Manager's Guide to Successful Multi-Channel CRM. Prentice Hall, 2006.

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Ruffins, Lana M., Natalie L. Petouhoff, and Lisa M. Schwartz. Reinventing Your Contact Center: A Manager's Guide to Successful Multi-Channel CRM. Prentice Hall, 2006.

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Ohnishi, S. Tsuyoshi, and Tomoko Ohnishi. Cellular Membrane: A Key to Disease Processes (Crc Series in Membrane-Linked Diseases). CRC, 1992.

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Ontario. Ministry of Transportation and Communications., ed. Attitudes of the public and small business to a cable classified advertising channel: CMR research report. Ontario Ministry of Government Services, 1986.

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Book chapters on the topic "CRM channels"

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Kumar, V., and Werner Reinartz. "Impact of CRM on Marketing Channels." In Springer Texts in Business and Economics. Springer Berlin Heidelberg, 2018. http://dx.doi.org/10.1007/978-3-662-55381-7_12.

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Kumar, V., and Werner Reinartz. "Impact of CRM on Marketing Channels." In Springer Texts in Business and Economics. Springer Berlin Heidelberg, 2012. http://dx.doi.org/10.1007/978-3-642-20110-3_12.

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Ajjan, Haya, Dana E. Harrison, and Joe F. Hair. "Exploring the Role of Technology in Promoting CRM Capabilities in Direct Selling Marketing Channels: An Abstract." In Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-99181-8_150.

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Schögel, Marcus, Jochen Binder, Inga Schmidt, and Achim Sauer. "Multi-Channel Management im CRM." In Grundlagen des CRM. Gabler, 2011. http://dx.doi.org/10.1007/978-3-8349-6618-6_19.

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Biesel, Hartmut H. "E-Commerce und CRM — Abschied vom klassischen Vertrieb?" In Kundenmanagement im Multi-Channel-Vertrieb. Gabler Verlag, 2002. http://dx.doi.org/10.1007/978-3-322-90302-0_2.

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Schögel, Marcus, Inga Schmidt, and Achim Sauer. "Multi-Channel Management im CRM — Prozessorientierung als zentrale Herausforderung." In Management von CRM-Projekten. Gabler Verlag, 2004. http://dx.doi.org/10.1007/978-3-663-10718-7_4.

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Yang, Grace L. "Le Cam’s Procedure and Sodium Channel Experiments." In Festschrift for Lucien Le Cam. Springer New York, 1997. http://dx.doi.org/10.1007/978-1-4612-1880-7_28.

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Jost, Arnim. "Multi-Channel-CRM in der Pharma Industrie: Elemente – Trends – Erfolgsfaktoren." In Pharmamarketing. Springer Berlin Heidelberg, 2015. http://dx.doi.org/10.1007/978-3-642-40701-7_8.

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Olariu, Stephen, James L. Schwing, and Jingyuan Zhang. "An Optimal Parallel Algorithm for Channel-Assignment." In CAD/CAM Robotics and Factories of the Future ’90. Springer Berlin Heidelberg, 1991. http://dx.doi.org/10.1007/978-3-642-85838-3_100.

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Olariu, Stephen, James L. Schwing, and Jingyuan Zhang. "An Optimal Parallel Algorithm for Channel-Assignment." In CAD/CAM Robotics and Factories of the Future ’90. Springer Berlin Heidelberg, 1991. http://dx.doi.org/10.1007/978-3-642-58214-1_30.

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Conference papers on the topic "CRM channels"

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Alyamani, Alaa, and Mohammed Alsalem. "Customer Relationship Management Based on Business Intelligence : Proposed Framework." In 3rd International Conference on Administrative & Financial Sciences. Cihan University - Erbil, 2021. http://dx.doi.org/10.24086/afs2020/paper.216.

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It is known currently that the processes of transaction and interaction in the various points and channels between the organization and their customers have resulted in huge amounts of data. These data have great importance if we analyzed properly. By analyzing these data can determine the appropriate ways of dealing with customers and identify their needs and preferences in order to enable the organizations to develop and maintain their relationships with them. Data storing and analytics technologies and applications such as business intelligence tools have been the major interest of research
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Darszon, Alberto, Lucia de De Latorre, Irma Vargas, et al. "Ion channels: Key elements in sea urchin sperm physiology." In CAM-94 Physics meeting. AIP, 1995. http://dx.doi.org/10.1063/1.48825.

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Sardana, Divya, and Qing-An Zeng. "Control-Channel-Reuse-Based Multiple-Channel MAC (CRM-MAC) for Ad Hoc Networks." In 2009 International Conference on Computational Science and Engineering. IEEE, 2009. http://dx.doi.org/10.1109/cse.2009.447.

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Vakily, V. T., and Am Montazeri. "OFDM-CPM BER Performance in SUI Multipath Channels." In 2008 4th IEEE International Conference on Circuits and Systems for Communications (ICCSC 2008). IEEE, 2008. http://dx.doi.org/10.1109/iccsc.2008.191.

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Simpson, M. R., and R. Bland. "Techniques for accurate estimation of net discharge in a tidal channel." In Proceedings of the IEEE Sixth Working Conference on Current Measurement (Cat. No.99CH36331). IEEE, 1999. http://dx.doi.org/10.1109/ccm.1999.755228.

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MAIER, CATALINA, NICUSOR BAROIU, VIOREL PAUNOIU, and VIRGIL TEODOR. "Considerations Regarding Multi channel Sheet Hydroforming." In Fifth International Conference on Advances in Civil, Structural and Mechanical Engineering - CSM 2017. Institute of Research Engineers and Doctors, 2017. http://dx.doi.org/10.15224/978-1-63248-132-0-49.

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Yang Jun, Ding Jun, Li Na, Guo Yixiong, and Dong Yin. "FPGA-based multi-channel CRC generator implementation." In 2010 International Conference on E-Health Networking, Digital Ecosystems and Technologies (EDT). IEEE, 2010. http://dx.doi.org/10.1109/edt.2010.5496514.

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Chen, Rongting, Fan Wei, Mengyu Huang, Bing Li, and Baoming Bai. "On the capacity of CPM over Rayleigh fading channels." In 2012 International Conference on Wireless Communications & Signal Processing (WCSP 2012). IEEE, 2012. http://dx.doi.org/10.1109/wcsp.2012.6542958.

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Shen, Chunhui, Li Bing, and Baoming Bai. "Design of LDPC Coded CPM over Burst-Error Channels." In 2016 IEEE 83rd Vehicular Technology Conference (VTC Spring). IEEE, 2016. http://dx.doi.org/10.1109/vtcspring.2016.7504189.

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Anderson, Michael, Mark Reed, and Gerard Borg. "MMSE Equalization for Serially Concatenated CPM over ISI Channels." In 2006 40th Annual Conference on Information Sciences and Systems. IEEE, 2006. http://dx.doi.org/10.1109/ciss.2006.286507.

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Reports on the topic "CRM channels"

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Kramer, Mitchell. Cross-Channel CRM. Patricia Seybold Group, 2004. http://dx.doi.org/10.1571/fw7-1-04cc.

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Kramer, Mitchell. Multi-Channel CRM. Patricia Seybold Group, 2003. http://dx.doi.org/10.1571/fw1-23-03cc.

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Kramer, Mitchell. Multi-Channel CRM Architecture. Patricia Seybold Group, 2003. http://dx.doi.org/10.1571/psgp2-6-03cc.

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Kramer, Mitchell. How to Approach Multi-Channel CRM. Patricia Seybold Group, 2003. http://dx.doi.org/10.1571/psgp5-22-03cc.

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Allen, J. C., and B. E. Wahlen. Multi-h CPM Synchronization in Military Channels Phase 2: A Simulation Framework. Defense Technical Information Center, 2003. http://dx.doi.org/10.21236/ada419930.

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You might also be interested in the extended bibliographies on the topic 'CRM channels' for particular source types:
Journal articles Dissertations / Theses
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