Relevant bibliographies by topics / CRM-system

Contents

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

Academic literature on the topic 'CRM-system'

Author: Grafiati
Published: 4 June 2021
Last updated: 24 January 2023

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Journal articles on the topic "CRM-system"

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Pedron, Cristiane Drebes, Winnie Ng Picoto, Gurpreet Dhillon, and Mário Caldeira. "Value-focused objectives for CRM system adoption." Industrial Management & Data Systems 116, no. 3 (April 11, 2016): 526–45. http://dx.doi.org/10.1108/imds-01-2015-0018.

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Purpose – The purpose of this paper is to define objectives for Customer Relationship Management (CRM) system adoption. The objectives provide a theoretical basis for strategizing about CRM system adoption. The objectives also provide managers to clearly direct CRM system adoption, thus ensuring a highly successful outcome. Design/methodology/approach – The authors conducted a sequential multi-method research in Europe. The initial qualitative phase constituted 62 in-depth interviews. Using Keeney’s (1992) value-focused thinking approach, the authors defined 102 CRM system adoption objectives. Quantitative purification techniques, using a sample of 210 organisations, a more parsimonious set of objectives were developed. The complete set of objectives were classified into fundamental and means objectives. Findings – Results present three fundamental and three means objectives. These objectives allow for successful CRM system adoption. The three fundamental objectives are: maximise CRM organisational culture; ensure an effective relationship with CRM providers; and minimise CRM project risks. The three means objectives are: maximise CRM usage, maximise relational marketing capabilities, maximise CRM orientation. Practical implications – This study provides strategic objectives that can be used by companies to plan adoption of a CRM system. Hence the fundamental and means objectives take the form a strategic planning template. Originality/value – Although technology adoption has been well researched and has also been extended to address CRM systems, the focus has largely been behavioural. The strategic objectives for CRM system adoption, presented in this paper, are novel. Objectives enable decision making and resource planning. The combination of fundamental and means objectives provide a theoretical basis for ensuring successful CRM system adoption.
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Ganushchak-Yefimenko, Liudmyla M., Valeriia G. Shcherbak, and Olena D. Gulina. "COMPANY CRM SYSTEM STRATEGY IMPLEMENTATION." Bulletin of the Kyiv National University of Technologies and Design. Series: Economic sciences 117, no. 6 (December 20, 2017): 38–42. http://dx.doi.org/10.30857/2413-0117.2017.6.5.

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The paper presents the research findings on implementing the company CRM system strategies as the most effective and widely used tools to enhance its competitive position, thus allowing to collect, organize and analyze data about customers and potential customers, as well as identify their preferences. This study provides a rationale for using the CRM system which enables a better focus on specific markets and consumers, meeting their needs, and converting casual customers into loyal ones which is the key objective of any company in the market.
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Cruz, André, and André Vasconcelos. "A Reference Application Architecture for the CRM Domain." International Journal of Enterprise Information Systems 11, no. 2 (April 2015): 24–49. http://dx.doi.org/10.4018/ijeis.2015040102.

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This paper presents the definition of a Reference Application Architecture for the Customer Relationship Management (CRM) domain. The definition of the Reference Application Architecture is done by extracting best practices from five CRM commercial solutions: SugarCRM, Microsoft Dynamics CRM, Sage CRM, Oracle Siebel CRM and Salesforce CRM. The CRM Reference Architecture was developed considering the shared functionalities and information entities among these commercial solutions. In the Reference Architecture the authors identify six modules in the CRM system and five systems, which interact with the CRM system. The six CRM modules are: Account module, Sales module, Marketing module, Service module, Scheduler Module and Administration module. The five interacting systems are: Portal, Contact Center, Document and Knowledge Base Management system, Workflow system and Reporting and Analytics system. Then the authors apply the defined architecture in a case study from the Portuguese Public Administration, the Citizen Spaces provided by the Agency for the Administrative Modernization. The authors compare the current state of the Citizen Spaces with a possible architecture reached through the Reference Architecture, and assess the benefits and pitfalls of the purposed architecture.
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Jasilionienė, Regina, and Rima Tamošiūnienė. "Investment Efficiency Evaluation of Customer Relationship Management System: Theoretical and Practical Aspects of Return on Investment Methodology Application." Verslas: teorija ir praktika 9, no. 3 (March 31, 2011): 221–28. http://dx.doi.org/10.3846/1648-0627.2008.9.221-228.

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Customer relationship management (CRM) has been increasingly adopted by companies as the core of IT – driven business strategy and firms have started to invest in CRM. However, the rate of successful CRM implementations is about 30%. Many enterprises pursue expensive CRM initiatives without first understanding of the challenges and costs involved. This approach often results in CRM projects that fail to meet measurable benefit objectives. Evaluating costs and benefits associated with CRM systems acquiring and implementation and applying financial measurement methodologies can help a company make the right CRM investments solution and build a compelling justification for its CRM project. Return on investment (ROI) financial measurement methodology, its theoretical and practical aspects are analyzed in this study. Authors of this paper provide a detailed list of CRM cost categories, which can assist an organization to easily calculate its CRM system acquisition and ongoing spending. Also the authors of this paper present survey results of CRM system costs and investment efficiency evaluation in Lithuanian companies.
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Setiawan, A., and R. Widaryanto. "Mobile CRM student-parent information system." IOP Conference Series: Materials Science and Engineering 403 (October 9, 2018): 012076. http://dx.doi.org/10.1088/1757-899x/403/1/012076.

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Erkenova, M. U., L. M. Elkanova, B. C. Uzdenova, A. N. Semenova, and S. A. Shorova. "Development of the Twikle CRM system." Journal of Physics: Conference Series 1352 (October 2019): 012017. http://dx.doi.org/10.1088/1742-6596/1352/1/012017.

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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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Oreský, Milan. "The Benefits of Applying CRM Systems in Manufacturing Enterprises - Lessons from Practice." Studia commercialia Bratislavensia 3, no. 10 (January 1, 2010): 300–305. http://dx.doi.org/10.2478/v10151-010-0003-7.

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The Benefits of Applying CRM Systems in Manufacturing Enterprises - Lessons from Practice Article contribution is to present in compound form results of survey about CRM systems performance, with orientation to exploitation of CRM software solutions, their assets towards development of relationships with customers and impact on company economic results. We state, how perceive CRM concept personnel within several companies also reasons of CRM system implementation and what are expectations. Major part of article is valuation of CRM system and its performance in production companies.
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Troy, Kenneth, Peter E. Sebaaly, and Jon A. Epps. "Evaluation Systems for Crumb Rubber Modified Binders and Mixtures." Transportation Research Record: Journal of the Transportation Research Board 1530, no. 1 (January 1996): 3–10. http://dx.doi.org/10.1177/0361198196153000101.

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The use of crumb rubber modified (CRM) asphalt mixtures has been increasing steadily. The reasons for this increase in use are twofold: the Intermodal Surface Transportation Efficiency Act of 1991 mandate and the potential of better performance. The technology of testing, design, and evaluation of CRM binders and mixtures has not yet caught up. Therefore, there is a need for establishing standard procedures for the design and evaluation of CRM mixtures. The outcome of a recent research project sponsored by the Nevada Department of Transportation (NDOT) is presented. The binder testing system concentrated on the newly developed Strategic Highway Research Program (SHRP) performance grading system and its applicability to CRM binders. It was concluded that the standard SHRP system will not work for CRM binders containing coarse rubber particles. The plate and cup system will have to be used for such CRM binders. However, the plate and cup system cannot adequately replace the bending beam rheometer for low-temperature testing. In the case of CRM mixtures, a modified Hveem mix design procedure was developed and validated on an actual NDOT project. Temperature susceptibility, moisture sensitivity, rutting resistance, and low-temperature cracking of CRM mixtures also are presented.
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Ruivo, Pedro, Tiago Oliveira, and André Mestre. "Enterprise resource planning and customer relationship management value." Industrial Management & Data Systems 117, no. 8 (September 11, 2017): 1612–31. http://dx.doi.org/10.1108/imds-08-2016-0340.

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Purpose The purpose of this paper is to develop and test a theoretical model to measure the impact of enterprise resource planning (ERP) and customer relationship management (CRM) systems and moderating relationships of system and process integration on business value. Design/methodology/approach ERP and CRM systems are analysed with the resource-based view theory and measured by their impact on business value, having in consideration the moderation of system and process integration. The model was tested and analysed with data collected by Microsoft, from firms that have adopted both ERP and CRM systems in their organisation. Findings ERP system is found to be an important asset to business value, but CRM systems’ impact on business value is found to be not significant. System integration as moderator of ERP or CRM system is found to be not significant but has a positive and significant impact on business value. For process integration, the study finds that it is significant only when moderating the CRM system variable. Research limitations/implications The model shows that the moderating effects of system and process integration are important variables for understanding the joint business value of ERP and CRM. Practical implications Adopting an ERP system and ensuring system integration provides a direct impact on business value. In order for a CRM system to have a positive impact on business value, process integration with ERP system must be ensured. Originality/value This study provides new knowledge on how ERP and CRM systems used together may positively influence value from IT investments, and how systems integration and process integration provide business value.
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Dissertations / Theses on the topic "CRM-system"

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Song, Yan, and Bin Wei. "Crucial Factors in Customer Relationship Management : A Chinese Perspective of the Telecommunication Industry." Thesis, Högskolan i Halmstad, Sektionen för ekonomi och teknik (SET), 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-16286.

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Customer Relationship Management (CRM) which focuses on the relationship with customers has become more and more important in business management. CRM is a managerial system based on technological applications which can help companies to get competitive advantages. In our paper, we focus on the CRM in the Chinese context and our purpose is to identify important factors during the management of customer relationship in China. We have studied one of the largest Chinese Telecom companies.
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Albietz, Bruno. "Understanding organisation-CRM system misfits and their evolution : a path to improving post-adoption CRM system usage." Thesis, University of Newcastle upon Tyne, 2015. http://hdl.handle.net/10443/2821.

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Since the late 1990s, organisations have been increasingly investing in Customer Relationship Management (CRM) systems to support their sales, marketing and customer service operations. Despite the significant growth in the acquisition of CRM systems and the widely accepted concepts of a CRM strategy, academics and practitioners repeatedly point to the high failure rates of CRM initiatives. Improving CRM systems’ use can provide organisations with considerable benefits. However, limited research has been directed towards understanding post-adoption CRM systems usage behaviour. This is an important and topical subject at a time when CRM has edged past Enterprise Resource Planning (ERP) as the top application software investment priority and is expected to drive Enterprise System (ES) spending in 2013 and 2014. Using a multiple case study design methodology and Grounded Theory (GT) as the data collection and analysis technique, this process study strives to accomplish four primary research objectives. Firstly, it proposes a post-adoption CRM system usage process consisting of three phases (adaptation, exploitation, and benefits realization) and seven sub-phases (training assimilation, basic functionality discovery, basic functionality appropriation, advanced functionality discovery and appropriation, individual productivity enhancement, individual job objectives achievement, and company business objectives achievement) along which individual CRM system users can be placed. Secondly, it identifies ten misfit types (communication, supervision, user support, skill sets, commitment, functionality, data, strategy, organisation, and IT/business alignment) explaining for usage discrepancy among the user population. Thirdly, it looks at the evolution of those ten misfit types, and finds that their influence varies across the three post-adoption usage phases. For example, tool related misfits (e.g. functionality) appear early but tend to disappear by the end of the adaptation phase or the beginning of the exploitation phase, while company related misfits (e.g. communication of benefits, silo organisation) appear later in the exploitation phase, but seem to widen over time and significantly impact usage when not appropriately addressed. Finally, it identifies the organisation’s leadership style as a potential root cause explaining for CRM system usage behaviour.
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Carlsson, Dan, and Erik Jones. "Betydelsen av CRM-system i utvecklingen av kundrelationer." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6043.

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Date of seminar: 2009-05-28

Course: Mälardalens Högskola, EIK021, Bachelor thesis in Business and Information Systems, 15hp

 

Authors: Dan Carlsson and Erik Jones, Västerås

Title: The significance of CRM-systems in the development of customer relationships

Tutor: Marie Mörndal

Keywords: Customer relationships, Relationship marketing, CRM, CRMsystem

Problem: Throughout the years CRM has received increasingly amount of attention as a result of the technical development in the society.CRM has, during the last few years, become one of the most discussed subjects in the field of IT. However, there is an overconfidence on CRM-systems and that companies become better on handling and creating better customer relationships when implementing and using such a system. From this standpoint it’s important that companies understand the true meaning of CRM and it’s implications on the development of customer relationships. The essay is thus based on the following question: What significance does a CRM-system have on companies’ development of customer relationships?

 

 

Purpose: The purpose is to describe and analyze the significance of CRMsystems in companies’ development of customer relationships.

Theory: The theoretical reasoning starts with describing and defining the term relationship, as relationships is a vital part in the relationship marketing. It continues with describing the implications of the term relationship marketing to offer a background and an understanding of the foundations of CRM and it’s purpose. Finally the terms CRM and CRM-systems are described to ascertain the significance of a CRM-system in the development of customer relationships.

Method: The essay is based on a deductive approach and the structure of the essay is 90 % theory and 10 % empirics where the empirical material functions as a practical feature to the theoretical reasoning. The empirical investigation is of a qualitative nature and has been carried out on ABB.

 

Findings: CRM-systems probably have a relatively small significance in the development of customer relationships. What’s important is that companies have an all-embracing relationship philosophy within their organization with developed CRM-strategies. Considering this, CRM-systems can still be of much use in the handling of data and information in the specific customer relation.The essay is based on a deductive approach and the structure of the essay is 90 % theory and 10 % empirics where the empirical material functions as a practical feature to the theoretical reasoning. The empirical investigation is of a qualitative nature and has been carried out on ABB.The theoretical reasoning starts with describing and defining the term relationship, as relationships is a vital part in the relationship marketing. It continues with describing the implications of the term relationship marketing to offer a background and an understanding of the foundations of CRM and it’s purpose. Finally the terms CRM and CRM-systems are described to ascertain the significance of a CRM-system in the development of customer relationships.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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Silfvergren, Alex. "Utveckling av goda leverantörsrelationer via CRM-system." Thesis, Uppsala universitet, Institutionen för teknikvetenskaper, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-347865.

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Gotlands Slagteri är ett företag som bedriver produktion av kött och charkvaror. Verksamheten bygger på långsiktiga relationer mellan såväl leverantörer som kunder, och som vilken relation som helst krävs omtanke och underhållsarbete för att de skall kvarstå. Syftet med den här studien är att titta på Gotlands Slagteris leverantörsrelationer och göra en utomstående bedömning för slakteriets räkning, samt att se om dokumentationshanteringen av leverantörerna kan förbättras. Syftet mynnar följaktligen ut i tre frågeställningar; Hur ser nuläget av relationen mellan Gotlands Slagteri och deras leverantörer ut? Vilken leverantörsinformation önskas av Gotlands Slagteri i framtiden? Är CRM-system ett lämpligt alternativ för Gotlands Slagteri att dokumentera information i och hur kan det tillämpas? Metodiken som använts för införskaffande av data har primärt bestått av intervjuer, både med leverantörer och personal vid Gotlands Slagteri. Studiens frågeställningar resulterar i att relationerna över lag ser bra ut. Det viktigaste för leverantörerna visar sig vara att avräkningspriserna per djur inte är för låga. Studien resulterar också i att slakteriet inte nödvändigtvis är ute efter någon ny information angående leverantörer i framtiden, men att det istället går att utöka leverantörers redan befintliga uppgifter genom att integrera annan sparad information. Vid integrering av vederbörande uppgifter talar resultatet även för att CRM-system är lämpligt vid framtida dokumentation för leverantörsuppgifter. Återstående för slakteriet är att avgöra vilken typ av CRM-system som ter sig bäst lämpat, men studiens rekommendation är att satsa på ett egenutvecklat system. Initialt kan systemet implementeras vid inköpsavdelningen som ett slags pilotprojekt för att därifrån expandera programmets funktioner till att även stödja andra avdelningar i verksamheten.
Gotlands Slagteri is a butchery which produces meat and charcuterie. The company is dependent on long term relationships with suppliers as well as customers, and just as in any relationship it is nurtured by tender and care. The purpose of this study is to identify the relationship with the suppliers and see what could be improved upon. In this case, the improvement regards the company’s way of handling information about suppliers, which in turn generate the following questions; does any further information regarding suppliers, valuable enough to be documented exist? How could present information be stored? The information procured attempts to answer what makes suppliers supply to Gotlands Slagteri as well as what the viewpoint of other butcheries is. Via a literature study CRM is proposed as a possible solution and is backed up by a benchmark of what similar companies do (HKScan, KLS, Hälsingestintan). CRM systems turn out to be a recurrent option and could be procured either by buying an already existing product or be developed on your own. The study concludes in there not necessarily being anything new to add as far as information per supplier go, but instead point to the fact that there are some already existing data which potentially could add individual value. Beyond that the study show that CRM could make a strong case as a future feature. The one thing reaming is for Gotlands Slagteri to determine which CRM-system would make the better fit.
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Cedén, Zandra. "Produktkvalitet som drivkraft för kundnöjdhet : Kund- och partnererfarenheter gällande Microsofts CRM-system - Microsoft Dynamics CRM." Thesis, Uppsala University, Department of Information Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-112113.

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What is customer satisfaction and when does it occur? Microsoft’s customers and partners state that product quality is the strongest driver for customer satisfaction. To be able to increase customer satisfaction Microsoft must know how their partners and customers define product quality. This study investigates product quality in general terms but also in the context of the product Microsoft Dynamics CRM in addition to experience from some of Microsoft’s customers and partners. The purpose is to find out how partners and customers define product quality and if it is possible for Microsoft to influence the level of experienced customer satisfaction.

According to customers and partners Microsoft have a challenge in reaching out to them and to understand their business to be able to offer the right products and solutions. The customers mean that the quality of the product itself is important for satisfaction but equally significant is the ability of Microsoft and their partners to understand the business of their customers. This is where the parties have different opinions. Microsoft with partners believe that they have good understanding about their customers while the customers reckon that Microsoft and partners needs to be better in understanding their business, processes and needs.

Product quality is a fundamental prerequisite for a satisfied customer. This study shows that through closeness and trust between Microsoft, partner and customer, the experienced level of customer satisfaction can increase without improving the quality of the product itself.

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Pesic, Stefanie, and Emmy Pham. "Användning av CRM-system : En kvalitativ studie om CRM-användning för att stödja företags kundrelationer." Thesis, Högskolan i Halmstad, Akademin för informationsteknologi, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-27783.

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Företag befinner sig i en konkurrenskraftig värld och för att lyckas överleva måste de ta hand om sina befintliga kunder såväl som attrahera nya. Med hjälp av dagens teknologi, har företag möjlighet att lagra information om sina kunder och kan därför få en ökad förståelse för kunders beteende och önskemål. CRM-system (Customer Relationship Management-system) är ett hjälpmedel i detta arbete och har därför blivit en prioriterad investering för företag då kunder betraktas som dess viktigaste tillgång. CRM-system är en kostsam investering, samtidigt som chansen för att misslyckas vid implementering är stor. Därför är det av stor vikt för företag att efter implementeringen kunna hantera, använda och ha förståelse för CRMsystemets olika funktioner för att lyckas stärka kundrelationer och erhålla tänkta fördelar som systemet syftar till. Studien tillämpar kvalitativa undersökningstekniker där ett fallföretag har undersökts genom intervjuer. Syftet med studien är att undersöka användningen av ett CRM-system för att komma fram till hur denna stödjer organisationen och dess kundrelationer. Utifrån litteraturstudien identifieras funktioner och användningsområden i ett CRM-system, vilket skapar underlag för den empiriska undersökningen. Studiens slutsats innehåller rekommendationer kring användning av CRM-system för att stödja kundrelationer. Rekommendationerna riktas till företag som använder CRM-system eller befinner sig i processen om att införa ett sådant.
Companies are in a competitive world and to manage to survive, they must take care of their existing customers as well as attract new ones. With the help of today's technology, companies have the ability to store information about their customers and can therefore have a greater understanding of customer behavior and preferences. CRM (Customer Relationship Management) system is an aid in this work and has therefore become a priority investment for companies as customers regarded as their most important asset. CRM-systems are a costly investment, while the chance of failure in the implementation is large. Therefore it is of great importance for companies to handle, use, and have an understanding of the CRM-system's various functions to manage to strengthen customer relationships and obtain prospective benefits that the system is aimed at. The study applies qualitative survey techniques where a company has been investigated through interviews. The purpose of this study is to investigate the use of a CRM-system to find out how this supports the organization and its customer relationships. Based on the literature review we identified features of a CRM system, which creates a basis for the empirical study. The study's conclusion contains recommendations about the use of CRMsystems to support customer relationships. The recommendations are addressed to companies using CRM-systems or to companies that are in the process of introducing such a system.
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Österlund, Ragnar. "Konvertering av CRM-system från ASP till ASP.NET." Thesis, Uppsala University, Department of Information Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-89415.

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S2 CRM is a Customer Relations Management system built in classic ASP that runs on a web server servicing customers with varying needs. The purpose of this thesis work is to convert parts of the system to the web development environment ASP.NET. The purpose is also to gain knowledge of the framework itself. The ASP.NET environment is compared with another framework, JBoss Seam, in order to understand the differences and to evaluate the possibility of using another framework than ASP.NET, when building the new system. The outcome of this comparison is that although JBoss Seam is just as good, and in some aspects better than ASP.NET, the use of ASP.NET simplifies the continuation of development on the S2 CRM product. The conversion that was made includes a way to share information between the new and the old system, an implementation of listing and search modules and an approach to the data model and techniques for achieving good performance. Modularity is also an important aspect of the work, and this was achieved by constructing controls that can be used in different contexts, configurable by configuration objects. The result of the thesis is a basic system for listing and searching that can coexist with the original system and that can be built further upon to create a new version of S2 CRM that fully runs on the ASP.NET platform.

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Radvärn, Johan. "CRM-system och utmaningar för dataskydd inom detaljhandel." Thesis, Mittuniversitetet, Institutionen för informationssystem och –teknologi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-41987.

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The purpose of this study is to investigate what new challenges CRM systems, Customer Relationship Management, have for the protection of personal data and security in retail. Today's IT development offers companies effective solutions for acquiring new customers and for retaining current customers. IT solutions such as data collection, data storage and analysis of data in real time are just a few examples of what a successfully implemented IT system can offer. CRM systems are the overall IT system solution that companies use, or show interest in using, to be competitive and ultimately achieve higher profits. The method chosen for this study is the research philosophy of pragmatism because it enables the use of different research methods which give a more accurate result. The study is mainly based on surveys and interviews and therefore both qualitative and quantitative methods are used. This study has examined four important variables, ie Privacy, Confidentiality, Integrity and Data Protection, to interpret and explain how these significantly affect the protection of personal data in the retail trade. Another result that emerged from the study is that the overall goal of CRM systems is to develop a strong and long-term customer relationship that minimizes costs and improves efficiency to meet and meet customer needs. Finally, the results of the study show that there is a great deal of awareness about the protection of personal data among consumers and in doing so it is concluded that the lack of protection of personal data among companies will lead to consumers choosing to leave companies.
Syftet med denna studie är att undersöka vilka nya utmaningar CRM-system, Customer Relationship Management, har för skyddet av personliga data och säkerhet inom detaljhandeln. Dagens IT-utveckling erbjuder företagen effektiva lösningar för att skaffa nya kunder samt för att behålla aktuella kunder. IT-lösningar såsom datainsamling, datalagring och analys av data i realtid är bara några exempel på vad ett lyckat implementerat IT-system kan erbjuda. CRM-system är den övergripande IT-systemlösningen som företagen använder, eller visar intresse för att använda, för att vara konkurrenskraftiga och slutligen uppnå högre vinster. Metoden som valts för denna studie är pragmatismens forskningsfilosofi eftersom den möjliggör användningen av olika forskningsmetoder vilka ger ett mer rättvisande resultat. Studien bygger huvudsakligen på undersökningar och intervjuer och därför används både kvalitativa och kvantitativa metoder. Denna studie har undersökt fyra viktiga variabler, det vill säga Privacy, Confidentiality, Integrity och Data Protection för att tyda och förklara hur dessa på ett väsentligt sätt påverkar skyddet av personliga data inom detaljhandeln. Ett till resultat som framkommit av studien är att det övergripande målet med CRM-system är att utveckla en stark och långsiktig kundrelation som minimerar kostnaderna och förbättrar effektiviteten för att möta och tillgodose kundens behov. Slutligen visar resultaten från studien att det finns stor medvetenhet kring skyddet av personliga data hos konsumenterna och därvid dras slutsatsen att det bristande skydd av personliga data hos företagen kommer att leda till att konsumenterna väljer att lämna företagen
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Gwizdak, Elise. "A CRM system implementation study for small companies." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-450856.

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Introduction. The implementation of CRM systems for small companies have not been widely explored by previous literatures, giving me the opportunity to research the system implementation process of Company X. The purpose of this research is to understand how to process implementation of a CRM system within the frame of a small company. Theoretical Framework. The theoretical framework encompasses the concepts of CRM and previous theories on implementation processes: one focusing on business implementation of CRM (Chalmeta, 2006), and another focusing on the IS implementation of CRM (Cooper and Zmud, 1990). The literature represents a ground to understand the implementation process of Company X. Methodology. The paper is an action research, a relevant research design to the implementation process of Company X in real-world settings. The sampling is 1. project documents from the CRM projects implementation, implicating technical records from Company X, and 2. an interview with a key actor of Company X implementation process. Empirical findings. The results showcased different themes and subthemes that arose in the system implementation process of Company X which are correlated in the analysis to previous theories. Analysis. The analysis of this action research explores the question of Company X's implementation stages. Because CRM is a multidisciplinary subject, grouping technology, people and processes creates a systematic perspective over Company X’s results with 2 theories: one emphasizing a business implementation perspective (Chalmeta, 2006), and one information system implementation perspective (Cooper and Zmud, 1990). Conclusion. The implementation process was executed, having a large scope grouping 3 themes: problem discussion, implementation, and management of change (Chalmeta, 2006). These 3 themes revealed implementation stages such as initiation, adoption, adaptation, acceptance, routinization, and infusion (Cooper and Zmud, 1990). The implementation process approached different factors in Company X: user, organization, task, and technology.
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Özcanli, Can. "A proposed Framework for CRM On-Demand System Evaluation : Evaluation Salesforce.com CRM and Microsoft Dynamics Online." Thesis, KTH, Skolan för informations- och kommunikationsteknik (ICT), 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-94254.

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Customer Relationship Management has been an integral part of the enterprise since two decades. Today, enterprises that focus on customer satisfaction need to manage their relationships with their customers effectively. This demand has allowed software vendors to create CRM solutions. The technology and broadband advancement allowed the CRM vendors to enhance their product portfolio by developing web-based CRM systems, in addition to their CRM on-premise solutions. These vendors adopted the business model in which CRM on-demand systems are provided via monthly-subscription fees, decreasing the total cost of ownership massively for enterprises in need of these systems. This business model is especially attractive for Small-To-Medium Enterprises who are searching for cost-efficient CRM systems. Currently, CRM on-demand market is quite saturated with more than 40 vendors providing similar solutions. Furthermore, CRM on-demand is delivered via Software-as-a-service method, which is a relatively new technology with unique benefits along with drawbacks. Thus, it’s of vital importance for managers in SMEs to make the right decision while evaluating the CRM on-demand option and systems. This research is meant to address this issue by building a proposed framework for CRM on-demand system evaluation. The inductive research uses qualitative and quantitative approaches for data collection and analysis. The evaluation criteria for CRM on-demand systems at a functional and general level were proposed. The general criteria were refined via collecting data from CRM on-demand experts and users in SMEs by structured questionnaires. Combining these criteria created the proposed framework which was applied to evaluate two major CRM on-demand systems in the market. The results indicate that CRM on-demand systems cover the basic functionalities of CRM including sales, marketing and service modules and offer enhanced functionality such as mobile CRM, social CRM and customizations. The research also revealed drawbacks of CRM on-demand systems such as disintegration with legacy applications, limited language support, limited country availability and technology maturity which needs to be addressed in the future. This research provides valuable insight for managers in SMEs when selecting CRM on-demand systems for their companies. Furthermore, the academicians interested in CRM and cloud computing could improve this initial proposed framework and adapt it further to different cases.
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Books on the topic "CRM-system"

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Michael, Weigl, Bull Tim, and ebrary Inc, eds. Oracle Siebel CRM 8 installation and management: Install, configure, and manage a robust customer relationship management system using Siebel CRM. Birmingham, U.K: Packt Pub., 2010.

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Oracle CRM on demand reporting. New York: McGraw-Hill, 2008.

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Oracle CRM on demand dashboards. New York: McGraw-Hill, 2010.

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Tim, Koehler, and Peters Louis J, eds. Oracle CRM on demand deployment guide. New York: McGraw-Hill, 2010.

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E-CRM ; Business and System Fromtiers. Asian Books Pvt. Ltd., 2002.

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Schwetz, Wolfgang. Customer Relationship Management. Mit dem richtigen CRM-System Kundenbeziehungen erfolgreich gestalten. Gabler Verlag, Dr. Th., 2001.

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Schwetz, Wolfgang. Customer Relationship Management: Mit Dem Richtigen CRM-System Kundenbeziehungen Erfolgreich Gestalten. Westdeutscher Verlag GmbH, 2013.

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Schwetz, Wolfgang. Customer Relationship Management: Mit Dem Richtigen CAS/CRM-System Kundenbeziehungen Erfolgreich Gestalten. Westdeutscher Verlag GmbH, 2013.

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Macrory, Ronda. RondaReady Online Business Coach CRM System: Helping Go-Getters Make More Money, Save More Time, and Have More Freedom. Independently Published, 2019.

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Burden, Amanda R., Jeffrey B. Cooper, and David M. Gaba. Crisis Resource Management and Patient Safety in Anesthesia Practice. Oxford University Press, 2016. http://dx.doi.org/10.1093/med/9780199366149.003.0011.

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Crisis resource management (CRM) and patient safety are fundamental to the practice of anesthesiology. Human error and system failures continue to play a substantial role in preventable errors that lead to adverse outcomes or death. Many of these deaths are not the result of inadequate medical knowledge and skill, but occur because of problems involving communication and team management. CRM addresses these patient safety issues by addressing behavioral skills for critical events. These skills provide tools to help the leader manage the team and to help the team work together; they include calling for help, establishing situation awareness, using checklists, and communicating effectively. Effective strategies to teach these skills include the use of simulation for team training and Team STEPPS.
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Book chapters on the topic "CRM-system"

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Kober, Stephan. "Das CRM-System." In essentials, 21–25. Wiesbaden: Springer Fachmedien Wiesbaden, 2020. http://dx.doi.org/10.1007/978-3-658-30683-0_3.

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Kober, Stephan. "Das CRM-System." In essentials, 21–25. Wiesbaden: Springer Fachmedien Wiesbaden, 2022. http://dx.doi.org/10.1007/978-3-658-38953-6_3.

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Janowski, Davis D. "Selecting the Right CRM System." In Technology Tools for Today's High-Margin Practice, 5–15. Hoboken, NJ, USA: John Wiley & Sons, Inc., 2013. http://dx.doi.org/10.1002/9781118641873.ch1.

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Mishra, Alok, and Deepti Mishra. "CRM System Implementation in a Multinational Enterprise." In Lecture Notes in Computer Science, 484–93. Berlin, Heidelberg: Springer Berlin Heidelberg, 2009. http://dx.doi.org/10.1007/978-3-642-05290-3_61.

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Lachenmaier, Peter. "HERWE: Bewirtschaftung von Kundendaten im CRM-System." In Dauerhafter Erfolg mit Business Software, 235–48. München: Carl Hanser Verlag GmbH & Co. KG, 2009. http://dx.doi.org/10.3139/9783446422193.019.

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Jedrzejewska, Maria, Adrian Zjawiński, Vincent Karovič, and Iryna Ivanochko. "Cloud CRM System for Mobile Virtual Network Operators." In Advances in Intelligent Networking and Collaborative Systems, 405–14. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-29035-1_39.

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Fraunholz, Christoph, Andreas Bublitz, Dogan Keles, and Wolf Fichtner. "Impact of Electricity Market Designs on Investments in Flexibility Options." In The Future European Energy System, 199–218. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-60914-6_11.

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AbstractAgainst the background of several European countries implementing capacity remuneration mechanisms (CRM) as an extension to the energy-only market (EOM), this chapter provides a quantitative assessment of the long-term cross-border effects of CRMs in the European electricity system. For this purpose, several scenario analyses are carried out using the electricity market model PowerACE. Three different market design settings are investigated, namely, a European EOM, national CRM policies, and a coordinated CRM. The introduction of CRMs proves to be an effective measure substantially shifting investment incentives toward the countries implementing the mechanisms. However, CRMs increase generation adequacy also in the respective neighboring countries, indicating that free riding occurs. A coordinated approach therefore seems preferable in terms of both lower wholesale electricity prices and generation adequacy.
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Panagopoulos, Nikolaos G. "Customer Relationship Management (CRM) system implementation in sales organizations." In Sales Management, 115–46. London: Macmillan Education UK, 2011. http://dx.doi.org/10.1007/978-1-137-28574-4_6.

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Ma, Ru-hong, Xiao-hui Dong, and Da-zhi Jiang. "Research on CRM System of Manufacture Techno-service Enterprise." In Proceedings of 2013 4th International Asia Conference on Industrial Engineering and Management Innovation (IEMI2013), 605–13. Berlin, Heidelberg: Springer Berlin Heidelberg, 2013. http://dx.doi.org/10.1007/978-3-642-40060-5_58.

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Suozhu, Wang, and Fu Yan. "Research on Hospital CRM System Model Based on Multi-Agent." In Communications in Computer and Information Science, 14–20. Berlin, Heidelberg: Springer Berlin Heidelberg, 2011. http://dx.doi.org/10.1007/978-3-642-23993-9_3.

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Conference papers on the topic "CRM-system"

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Ajmera, Jitendra, Hyung-iL Ahn, Meena Nagarajan, Ashish Verma, Danish Contractor, Stephen Dill, and Matthew Denesuk. "A CRM system for social media." In the 22nd international conference. New York, New York, USA: ACM Press, 2013. http://dx.doi.org/10.1145/2488388.2488394.

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Wu Jianhua. "Research on China's telecommunications industry's CRM system." In 2010 2nd International Conference on Networking and Digital Society (ICNDS). IEEE, 2010. http://dx.doi.org/10.1109/icnds.2010.5479611.

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Bidarahalli, Supriya A., Sathiyan Palani, R. Sadanand, and Omprakash N. Sringeri. "Patent services CRM with integrated docket system." In 2012 2nd IEEE International Conference on Parallel, Distributed and Grid Computing (PDGC). IEEE, 2012. http://dx.doi.org/10.1109/pdgc.2012.6449818.

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Chromčáková, Adéla. "CRM SYSTEM IN SMALL AND MEDIUM-SIZED ENTERPRISES." In DOKBAT 2016. Tomas Bata University in Zlín, Faculty of Management and Economics, 2016. http://dx.doi.org/10.7441/dokbat.2016.18.

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Ruo-wu Zhong, Hui-ping Wang, and Min-song Li. "Development of CRM system based on .NET architecture." In 2010 International Conference on Computer Application and System Modeling (ICCASM 2010). IEEE, 2010. http://dx.doi.org/10.1109/iccasm.2010.5622327.

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Демина, С. А., С. Лин, and Т. Лян. "CRM system as an Element of Modern Management." In Современное образование: векторы развития. Роль социально-гуманитарного знания в подготовке педагога: материалы V международной конференции (г. Москва, МПГУ, 27 апреля – 25 мая 2020 г.). Crossref, 2020. http://dx.doi.org/10.37492/etno.2020.55.29.041.

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по мнению авторов, чтобы сохранить конкурентные преимущества компаниям необходимо внедрять специализированные системы управления взаимодействия со своими клиентами – CRM-системы. В статье обоснована необходимость внедрения CRM-систем в торговых организациях. Помимо общепринятых методов стимулирования сбытовой деятельности, предприятиям необходимо использовать и прогрессивные формы, основанные на функциональных возможностях информационных систем. according to the authors, to maintain competitive advantages, companies need to implement specialized systems for managing interaction with their customers – CRM systems. The article substantiates the need to implement CRM systems in commercial organizations. In addition to the generally accepted methods of stimulating sales activities, enterprises need to use progressive forms based on the functionality of information systems.
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Stubarev, Igor M., Anton I. Belov, and Olga K. Alsova. "Development of the Analytical Platform for CRM-System." In 2018 XIV International Scientific-Technical Conference on Actual Problems of Electronics Instrument Engineering (APEIE). IEEE, 2018. http://dx.doi.org/10.1109/apeie.2018.8546243.

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Jiangming, Huang, Guo Ruijie, and Ouyang Taohua. "Notice of Retraction: Research into the Crucial Factors of Successful Enterprise CRM - A Case of Haier CRM System." In 2010 International Conference on E-Business and E-Government (ICEE 2010). IEEE, 2010. http://dx.doi.org/10.1109/icee.2010.787.

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Razavian, Narjes Sharif, and Fattaneh Taghiyareh. "Embedding a Corporate Blogging System in the CRM Solutions." In 2008 Fifth International Conference on Information Technology: New Generations (ITNG). IEEE, 2008. http://dx.doi.org/10.1109/itng.2008.38.

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Chien, T. K., H. Y. Ma, and K. L. Hou. "A Study for establishing ideal CRM system function structure." In 2015 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM). IEEE, 2015. http://dx.doi.org/10.1109/ieem.2015.7385734.

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