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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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Bahri-Ammari, Nedra, and Khaldoon Nusair. "Key factors for a successful implementation of a customer relationship management technology in the Tunisian hotel sector." Journal of Hospitality and Tourism Technology 6, no. 3 (October 19, 2015): 271–87. http://dx.doi.org/10.1108/jhtt-08-2014-0042.
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Purpose – This study aims to show the contribution of the determinants of customer relationship management (CRM), namely, customer-centric organizational culture and customer-centric management system, in explaining CRM performance. The moderating role of employee support has also been examined. Design/methodology/approach – A questionnaire was administered to 406 CRM users in 15 four- and five-star hotels in Tunisia. Data were analyzed using structural equation modeling. Findings – The results show that a consumer-centric managerial system positively affects CRM technology. Managerial system contributes to have an efficient CRM technology implemented that provides sales force with customer information, competitor information, leads for cross-sell/up-sell opportunities, tracks product availability and measures customer loyalty. These dimensions are negatively affected by a consumer-centric organizational culture. CRM technology once implemented with an adapted consumer-centric vision will enhance the CRM performance. Moreover, the use of CRM technology by employees leads to higher performance. CRM performance can improve when different CRM components are used and supported by employee. Exchange of relevant information that provides technology can improve in regaining lost customers, in acquiring customers and in improving the total return per customer and reducing customer migration. Practical implications – The findings help managers to consider adopting a customer-oriented CRM strategy that considers all the variables that may affect the performance of this technology (initiation, maintenance and retention). Companies will be able to reconsider some notions related to CRM strategies: restructuring the human factor, disseminating information, changing hotel culture and training of users. Originality/value – This study is the first to explain CRM performance in Tunisian hotels. It helps to highlight the importance of the visitors’ behavior in hotels, which explains, among other things, the difficulty of maintaining long-lasting relationship with hotel guests, despite a good system management and a good customer-centric culture.
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Seamster, Thomas L., and Eleana S. Edens. "Cognitive Modeling of Crm Assessment Expertise: Identification of the Primary Assessors." Proceedings of the Human Factors and Ergonomics Society Annual Meeting 37, no. 1 (October 1993): 122–26. http://dx.doi.org/10.1177/154193129303700129.
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A cognitive model of instructor Crew Resource Management (CRM) assessment was developed as an integral component of a prototype CRM assessment expert system. The cognitive model provides an instructor-centered approach to CRM assessment in the multi-tasking, time-constrained environment of recurrent Line-Oriented Flight Training (LOFT). This cognitive modeling is based on systematic analysis of how experienced instructors are able to attend to key crew behaviors and derive consistent CRM assessments in the complex simulator-based training environment. Concept sorting data, collected from recurrent training instructors, was subjected to hierarchical cluster analysis. The analysis identified the mental organization or knowledge structures required to make efficient CRM assessments in the time-constrained LOFT environment. There were three primary assessment clusters that experienced instructors had in common. These clusters of assessment concepts were used to develop the architecture and content of the assessor modules for the prototype CRM assessment expert system. That expert system provides an efficient CRM assessment that is similar to the process and output of the experienced recurrent training instructor. These findings have operational implications for the feasibility of an instructor CRM assessment tool and for making the CRM assessment process more systematic.
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Septi Handayani, Farhan Hermawan, Regina Angelina, and Wenny Chandra Mandagie. "Teknologi Manajemen Hubungan Pelanggan : Menjembatani Kesenjangan Antara Pendidikan dan Praktik Pemasaran." Ekonomi Digital 1, no. 1 (August 31, 2022): 77–86. http://dx.doi.org/10.55837/ed.v1i1.35.
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This article aims to test and analyze Customer Relationship Management Technologies that Bridge the Gap Between Education and Marketing Practices. The sample used in this article is Employees and Business Actors. The amount of data in this study were 70 respondents and collected by purposive sampling method. The test was carried out using the Structural Equation Model (SEM) method. The independent variables in this article are CRM Knowledge, Frequency of CRM use, Marketing Practices
The dependent variable is CRM. The results of this study are (1) Knowledge of CRM system features has a positive effect on CRM use (2) Knowledge of CRM system features does not have a positive effect on sales (3) The frequency of CRM use has a positive effect on sales.
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Nabila, Halida An, and Primandita Fitriandi. "IMPLEMENTASI COMPLIANCE RISK MANAGEMENT SEBAGAI DECISION SUPPORT SYSTEM DALAM KEGIATAN PENAGIHAN DI DIREKTORAT JENDERAL PAJAK." JURNAL PAJAK INDONESIA (Indonesian Tax Review) 5, no. 2 (December 1, 2021): 67–82. http://dx.doi.org/10.31092/jpi.v5i2.1381.
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Penelitian ini dilakukan untuk menganalisis implementasi dari pemanfaatan Compliance Risk Management (CRM) Fungsi Penagihan sebagai decision support system dalam kegiatan penagihan di Direktorat Jenderal Pajak. Penelitian ini mengevaluasi implementasi CRM Fungsi Penagihan dengan metode usability inquiry yang mengevaluasi CRM dengan kuesioner, observasi, dan wawancara. Dari kuesioner diperoleh skor usability yang mencerminkan tingkat kegunaan dari CRM Fungsi Penagihan sebagai alat pengambilan keputusan dalam penentuan prioritas tindakan penagihan. Validitas skor tersebut dikonfirmasi dan diperdalam dengan observasi lapangan dan wawancara. Berdasarkan hasil penelitian, peran CRM Fungsi Penagihan dalam penentuan prioritas penagihan sejauh ini adalah sebagai trigger, bukan alat pengambilan keputusan utama. Sebab, CRM Fungsi Penagihan masih memiliki banyak kekurangan dalam hal efektivitas, efisiensi, dan akurasi yang utamanya disebabkan oleh pemutakhiran data yang lambat. Namun, CRM Fungsi Penagihan telah memiliki understandability, operability, dan learnability yang cukup memadai.
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Suoniemi, Samppa, Alex Zablah, Harri Terho, Rami Olkkonen, Detmar Straub, and Hannu Makkonen. "CRM system implementation and firm performance: the role of consultant facilitation and user involvement." Journal of Business & Industrial Marketing 37, no. 13 (January 11, 2022): 19–32. http://dx.doi.org/10.1108/jbim-08-2021-0380.
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Purpose The current research aims to answer the following question: To what extent and under what conditions does hiring consultants to implement a customer relationship management (CRM) system produce performance gains for companies? To answer this question, this research delves into the critical interdependent roles of CRM consultant resources (CR) and user involvement (UI) in overcoming CRM’s technological and organizational implementation challenges. Design/methodology/approach A quantitative field study methodology was used to empirically test the research hypotheses. Cross-sectional data (N = 126) were collected from large client companies using CRM technology. Partial least squares-structural equation modeling was used to estimate the significance levels of the structural model. Findings The findings indicate that the extent to which CRM consultants improve CRM system quality (SQ) and, ultimately, firm performance, largely depends on UI, which acts as the key facilitating mechanism to cope with application complexity (APP) and requirements uncertainty (REQ). Originality/value This research probes into the largely unexplored interactions between CRM CR, UI, APP and REQ. Using these parameters, this model successfully predicts CRM SQ and firm performance.
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Kosovac, Amel, Elvedin Grabovica, Adisa Medić, and Aida Kalem. "PROPOSAL OF CRM CONCEPTUAL MODEL/FRAMEWORK TO OPTIMISE RELATIONS AMONG STAKEHOLDERS OF HIGHER EDUCATION." Ekonomska misao i praksa 31, no. 2 (December 2022): 665–85. http://dx.doi.org/10.17818/emip/2022/2.15.
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In the present-day environment pertaining to digitalisation, increasing competition on the market and changes in industries, the CRM as a system is an essential tool for success. The issue of CRM system application in higher education institutions is insufficiently researched, especially in the parts that should indicate a clear connection between participants in higher education and CRM in higher education institutions, and factors that decision makers should pay attention to when making decisions about CRM implementation. Therefore, the aim of the paper is to research the functionality, application and advantages of CRM in the higher education sector, and to determine the features that will facilitate effective decision-making on the implementation of CRM. As a result of the research, a proposal for a conceptual model/framework of CRM was presented. The proposal is presented for the purpose of making appropriate decisions for higher education institutions when it comes to developing their own or purchasing a ready-made CRM solution. From the scientific aspect, the paper contributes to the existing literature by providing decision makers with an insight into the structure of the CRM system, its elements, connections and functionalities, as well as a description of the model with the information they need to pay attention to when making decisions.
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Elfarmawi, Wouroud. "Correlation Between Customer Relationship Management System Usage, Product Innovation, And Customer Satisfaction." Foundations of Management 11, no. 1 (March 1, 2019): 23–32. http://dx.doi.org/10.2478/fman-2019-0002.
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AbstractThis quantitative correlational research examined the correlations between customer relation-ship management (CRM) usage, product innovation, and customer satisfaction. The general problem was the lack of evidence indicating the use of CRM system as effective in improving small- to medi-um-size companies’ performance. Hence, the specific problem was to determine the beneficial use of a CRM system for customer satisfaction and product innovation. Data were gathered through sur-veymonkey.com. A total of 97 respondents were selected as sample from 10 small- to medium-size companies to answer the survey questions. Respondents were top managers, middle managers, and first-line managers of the selected organization. Statistics of the study were provided with the help of IBM Statistical Package for Social and Sciences version 23. The findings showed a strong correlation between the use of CRM system and customer satisfaction. They indicated the use of CRM system could improve the relationship with existing customers, could help attract prospective customers, and could win back former customers.
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Efimova, O. V., and D. I. Murev. "JUSTIFICATION OF EFFECTIVENESS OF THE CRM SYSTEM." World of Transport and Transportation 14, no. 1 (February 28, 2016): 90–98. http://dx.doi.org/10.30932/1992-3252-2016-14-1-10.
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[For the English abstract and full text of the article please see the attached PDF-File (English version follows Russian version)].ABSTRACT The article describes an approach of the method to study effectiveness of modern system of relationships with customers based on information technologies. In addition direct economic effects, indirect effects and effects of reducing risks in the performance of transport and logistics services are considered. Creating such a system in the holding Russian Railways is intended to increase the competitiveness of rail transport, to attract new customers, to increase revenue and reduce unproductive losses, which arise due to unsatisfactory performance referring to fulfillment of contractual obligations in the field of carriage of goods. Keywords: railway, CRM, holding company, service quality, transportation market, customer focus, logistics, efficiency, system of customer relationship, information technologies. REFERENCES 1.Tereshina, N.P.Economic regulation and competitiveness of transportation [Ekonomicheskoe regulirovanie i konkurentosposobnost’ perevozok].Moscow, Railway Ministry, 1994, 132 p. 2.Khusainov, F.I.Railways and the market: a collection of articles [Zheleznye dorogi i rynok: sbornik statej].Moscow, Nauka publ., 2015, 582 p. 3.Sokolov , Yu.I.The economics of quality of transport service of cargo owners: monograph [Ekonomika kachestva transportnogo obsluzhivanija gruzovladel’cev: monografija].Moscow, TMC for education on railway transport, 2011, 184 p. 4.Lavrov, I.M.Economic evaluation of the quality of transport services of cargo owners in terms of multiplicity of participants in transportation process [Ekonomicheskaja ocenka kachestva transportnogo obsluzhivanija gruzovladel’cev v uslovijah mnozhestvennosti uchastnikov perevozochnogo processa].Ph.D.(Economics) thesis.Moscow, 2015, 167 p. 5.Macheret, D.A.Methodological problems of studies on railway transport [Metodologicheskie problemy issledovanij na zheleznodorozhnom transporte].Ekonomika zheleznyh dorog, 2015, Iss.3, pp.12-26. 6.Subjects and methods to assess the quality of transport services in terms of competition in the freight transportation market [Sub’ekty i metody ocenki kachestva transportnogo obsluzhivanija v uslovijah konkurencii na rynke gruzovyh perevozok].Vektor transporta, 2014, Vol.2, pp.44-52. 7.Sokolov, Yu.I.Service quality should be assessed by the clients themselves.World of Transport and Transportation, Vol.13, 2015, Iss.4, pp.100-109. 8.Baginova, V.V., Fedorov, L.S., Lievin, S.B.Logistics business: harmony of costs and outcome.World of Transport and Transportation, Vol.12, Iss.5, pp.112- 115.
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LI Yingfang, Liu Kun, and FU JinweYANG BoPtoney George. "Data Mining Based on CRM System Structure." International Journal of Digital Content Technology and its Applications 7, no. 6 (March 31, 2013): 825–33. http://dx.doi.org/10.4156/jdcta.vol7.issue6.93.
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Richards, A. "Design and development of cahoot's CRM system." Interactive Marketing 3, no. 2 (October 1, 2001): 154–59. http://dx.doi.org/10.1057/palgrave.im.4340124.
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Yong Ahn, Jeong, Seok Ki Kim, and Kyung Soo Han. "On the design concepts for CRM system." Industrial Management & Data Systems 103, no. 5 (July 2003): 324–31. http://dx.doi.org/10.1108/02635570310477370.
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Tandjung, Ichwan Ridwan, Andy Wijaya, Darwin Kesuma, and Obed Bubun. "PERANCANGAN E-CRM PADA PT ZERO CELCIUS INDONESIA." CommIT (Communication and Information Technology) Journal 2, no. 1 (May 31, 2008): 8. http://dx.doi.org/10.21512/commit.v2i1.486.
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Purpose of this research is to analyze and design an appropriate system to help PT. Zero CelciusIndonesia in offering service to their customers, in order to keep a good relationship and communication,and also to obtain information as needed. Research methods used were library study, customers’ needsanalysis, designing and creating of e-CRM system, programming, and system testing as suggested. Result gotfrom the survey to company was that the current CRM system was only run by limited company staffs.Whereas the clients owned by company were considered quite many. Therefore, a CRM based on web or alsoknown as e-CRM was being created. So, the conclusion is that because of e-CRM, a better service to thecustomers can be given more focus and a relationship between company and customers can be closer; notonly as market subjects, but as colleagues.
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Chatterjee, Sheshadri, Bang Nguyen, Soumya Kanti Ghosh, Kalyan Kumar Bhattacharjee, and Sumana Chaudhuri. "Adoption of artificial intelligence integrated CRM system: an empirical study of Indian organizations." Bottom Line 33, no. 4 (October 23, 2020): 359–75. http://dx.doi.org/10.1108/bl-08-2020-0057.
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Purpose The purpose of this study is to explore the behavioral intention of the employees to adopt artificial intelligence (AI) integrated customer relationship management (CRM) system in Indian organizations. Design/methodology/approach To identify the factors impacting the behavioral intention of the employees to adopt AI integrated CRM system in Indian organizations helps of literature review and theories have been taken. Thereafter, some hypotheses have been formulated followed by the development of a theoretical model conceptually. The model has been tested statistically for validation using a survey by considering 308 usable respondents. Findings The results of this study show that perceived usefulness and perceived ease of use directly impact the behavioral intention of the employees to adopt an AI integrated CRM system in organizations. Also, these two exogenous factors impact the behavioral intention of the employees to adopt an AI integrated CRM system mediating through two intermediate variables such as utilitarian attitude (UTA) and hedonic attitude (HEA). The proposed model has achieved predictive power of 67%. Research limitations/implications By the help of the technology acceptance model and motivational theory, the predictors of behavioral intention to adopt AI integrated CRM systems in organizations were identified. The effectiveness of the model was strengthened by the consideration of two employee-centric attitudinal attributes such as UTA and HEA, which is claimed to have provided contributions to the extant literature. The proposed theoretical model claims a special theoretical contribution as no extant literature considered the effects of leadership support as a moderator for the adoption of an AI integrated CRM system in Indian organizations. Practical implications The model implies that the employees using AI integrated CRM system in organizations must be made aware of the usefulness of the system and the employees must not face any complexity to use the system. For this, the managers of the concerned organizations must create a conducive atmosphere congenial for the employees to use the AI integrated CRM system in the organizations. Originality/value Studies covering exploration of the adoption of AI integrated CRM systems in Indian organizations are found to be in a rudimentary stage and in that respect, this study claims to have possessed its uniqueness.
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Sun, Xue, and Wei Zhao. "Design of E-Commerce Logistics Enterprise CRM System." Applied Mechanics and Materials 631-632 (September 2014): 1123–26. http://dx.doi.org/10.4028/www.scientific.net/amm.631-632.1123.
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CRM plays an important role in the e-commerce logistics. The paper firstly introduces the significance of CRM to e-commerce logistics enterprises, and secondly describes the system requirement analysis, and then proposes the design of the system architecture and database which can build the foundation for the following system development.
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Ponisciakova, Olga, and Eva Kicova. "Modern Marketing Tools in the Condition of Globalization." SHS Web of Conferences 92 (2021): 02053. http://dx.doi.org/10.1051/shsconf/20219202053.
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Research background: CRM is one of the most popular tools of modern marketing in today’s globalized world. It is a purposefully set up management with customers, which synchronizes several internal company processes. Its justification is indisputable, as it is generally the case that companies that do not engage in customer relationship management are soon overshadowed by competition and fall into extinction. With the help of CRM, the company can manage not only the sale of products to customers but also following service. Sales staff, call center staff, service department staff and many others can thus use the CRM system. The subject of research in the paper is the use of CRM in Internet commerce. Purpose of the article: The development of a functional CRM system in a specific company and the introduction of selected CRM tools in the company’s online store can be considered a priority goal. Methods: During the elaboration of the paper, the methods of the compilation of analysis, synthesis and description were used on the basis of the search of the relevant literature. Findings & Value added: The paper contains findings on two levels. From the theoretical point of view, it provides an overview of the essence, development, individual elements, customer relationship strategy, as well as the technical architecture and possibilities of CRM implementation. From the practical point of view, it is about the design of a functional CRM system in a specific company and the introduction of selected CRM tools in the company’s online store In contrast, the CRM application in specific business conditions represents added value.
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Asiyah, Siti. "CUSTOMER INTIMACY VALUE STRATEGY BY IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT." Journal of Applied Management and Business (JAMB) 1, no. 1 (July 30, 2020): 1–9. http://dx.doi.org/10.37802/jamb.v1i1.58.
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This article talks about a lot of systems to transform customers into resources proposed for organizations while making faithful customers. The technique that is the focal point in this article is customer Relationship Management (CRM). This is on the grounds that without a CRM system, organizations neglect to reap the advantages of CRM. CRM is fundamentally significant for the organization's future. CRM innovation empowers organizations to all the more likely comprehend customer conduct, foresee their conduct later on, give altered customer encounters, and assemble long haul customer connections. Nonetheless, given that CRM is just restricted by innovation it will be a serious mix-up for the organization. Organizations can't give excellent customer worth, administration and experience just by putting resources into CRM innovation. This article depicts customer life cycle the executives and proposes an all encompassing system for customer life cycle the board. This section finishes by examining methodologies for transforming customers into resources and making satisfied customers.
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Agrawal, Shiv Ratan, and Divya Mittal. "Measuring CRM Effectiveness in Indian Stock Broking Services." Journal of Global Information Management 27, no. 1 (January 2019): 144–64. http://dx.doi.org/10.4018/jgim.2019010108.
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The article tried to develop a multi-item scale for analyzing CRM effectiveness (CRME) from the customer perspective in the Indian stock broking context. The results revealed that customer satisfaction could be improved through to build customer trust and customer involvement substantially by focusing on the CRM system which further influences customer retention and ultimately, customer loyalty within stockbroking services. The findings of the article will help stockbrokers and their managers for a tactical decision making of CRM system implementation and practices for customer perspective. Despite the huge investment in CRM systems by the stockbrokers, critics have remained unconvinced about the effectiveness of CRM for meeting desired business outcomes. The reason being that broking firms often perceive CRM systems as a specific technology solution rather than integrating customer needs with the firm's strategy, people and business process which generates a parallel need to develop a scale to measures CRM effectiveness in Indian stock broking services from the customer perspective.
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Nagarajan, Meena, Danish Contractor, Stephen Dill, Jitendra Ajmera, Hyung-il Ahn, Ashish Verma, and Matthew Denesuk. "Content Analytics System for Social Customer Relationship Management." Proceedings of the International AAAI Conference on Web and Social Media 7, no. 1 (August 3, 2021): 744–45. http://dx.doi.org/10.1609/icwsm.v7i1.14369.
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We propose to demonstrate a system that helps enterprises manage their social Customer Relationship Management (CRM) presence. Our system performs deep analytics over consumer posts and authors to help companies monitor their CRM presence, and to identify and respond to actionable posts. In this paper we share challenges and experiences in building this system. Findings yield a step change in the ability to implement social systems for customer care and leverage communities as effective proxies for CRM. This work also identifies novel knowledge and data mining challenges, such as identifying content that requires enterprise action, and prioritizing actionable posts based on various types of intent.
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Damanik, Erikson, and Ivana Maretha Siregar. "PENGEMBANGAN SISTEM CUSTOMER RELATIONSHIP MANAGEMENT BERBASIS WEB PADA PT. TERUS MEGA TARA JAKARTA." Jurnal Teknik Informasi dan Komputer (Tekinkom) 4, no. 1 (2021): 60–69. http://dx.doi.org/10.37600/tekinkom.v4i1.278.
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This study aims to develop a web-based CRM (Customer Relationship Management) system at the company PT. Terus Mega Tara authorized agent of AIWA electronic products. To improve service to customers and establish relationships with customers which have been done manually, it is necessary to build a web-based CRM media that can make it easier for customers to obtain the information services needed without the need to spend a lot of time and money visiting the company concerned This web-based CRM system can increase customer loyalty, provide customer satisfaction and increase the company's business opportunities in facing increasingly advanced business competition. With the existence of a web-based Customer Relationship Management (CRM) system at PT. Terus Mega Tara enables companies to improve services to their customers. Keywords: Product-Driven Company, Customer-Driven Company, CRM, Web
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Dyadkova, E. A. "Features of the CRM system application in the construction industry: selection criteria, advantages and disadvantages." Smetno-dogovornaya rabota v stroitel'stve (Estimated and contractual work in construction), no. 1 (January 1, 2022): 32–37. http://dx.doi.org/10.33920/str-01-2201-05.
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The article discusses the issues of implementing a CRM system in the construction industry of the Russian Federation, as well as highlights its main advantages and disadvantages. Various types of CRM systems used in the construction industry are considered. Special attention is paid to the features of the automated system in construction. It is concluded that through the introduction of a CRM system, a number of problematic tasks can be solved, thereby increasing efficiency and simplifying the implementation of business processes.
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Wicaksono, Erwin, Fauziah Fauziah, and Deny Hidayatullah. "Implementasi Electronic Customer Relationship Management menggunakan Metode Framework of Dynamic berbasis Web." Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi) 5, no. 4 (October 1, 2021): 371. http://dx.doi.org/10.35870/jtik.v5i4.226.
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The purpose of this study is to build soft devices for electronic customer relationship management (e-CRM) with the Framework of Dynamic method which will facilitate customer relationship management that can help relationships between stores and customers so that customers can enjoy and feel comfortable with the store services that can eventually be formed. In implementing this software, the author uses the system development lifecycle (SDLC) method then produces a web-based e-CRM prototype with PHP programming languages and MySQL DBMS. This e-CRM prototype has been tested in terms of verification, validation, and prototype testing. To design this system Use Cases, ERD, LRS, Class Diagrams, and Sequence Diagrams are used. From the test results, it can be seen that the e-CRM prototype has been successful and is in accordance with the planning objectives. The result of this Marketplace Design is as a forum to make it easier for shop owners in the field of Building Materials and the like to market the products they have here.Keywords:e-CRM, Framework of Dynamic CRM, Customer, System Development Life Cycle.
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Wan, Xiao Yan, and Guo Qing Xu. "Application Research of Pharmaceutical Industry Management System Based on ERP and CRM Integration." Applied Mechanics and Materials 101-102 (September 2011): 55–59. http://dx.doi.org/10.4028/www.scientific.net/amm.101-102.55.
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Design of a pharmaceutical industry management system based on ERP and CRM integration, including design background, function and implement, are presented in this paper. The designed system applies middleware technology in data exchange between ERP and CRM, and all the data is transferred in XML format. The mainly integrated function modules are customer management module, product information module and sales module. Snowflake mode is used in data warehouse to eliminate data redundancy and to save storage space. The system can improve management ability and competition superiority of the pharmaceutical industry through ERP and CRM integration.
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Kocev, Stojan, and Dusko Kocev. "CUSTOMER RELATIONSHIP MANAGEMENT IN HEALTH ORGANIZATION." Knowledge International Journal 30, no. 6 (March 20, 2019): 1691–700. http://dx.doi.org/10.35120/kij30061691k.
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CRM is a system that the customer-patient puts at the heart of the business process, and the deployment of the best CRM practices is the key to providing loyalty from customers as an integral part of a successful business. With this system, it is possible to study the behavior of the customer, thus providing the right direction for the best service of the customer and improving the relations and connections with them. CRM is the integration of sales, marketing, services and support strategy, processes, people and technologies to maximize customer benefits, values, relationships, and customer retention and their loyalty. These data are the basis for preparing information for marketing managers who need to help them in the decision-making process. Customer behavior is put in the focus of modern companies so that the CRM system is a synthesis of more functionalities such as sales, management, marketing and communication with customers as the main feature. These are methods for collecting and accumulating data for users and their behavior, preferences, inclinations and requirements Marketing decision support systems are usually part of CRM systems, which are a broad concept covering marketing activities, sales and overall communication, and customer relationships. The data collected is adapted to the marketing activities and the needs of marketing managers. Health CRM is a Customer Relationship Management System, designed specifically for use by healthcare organizations. Health CRM involves multiple sources of data (demographic data for consumers and patients, psychography, social, behavioral, clinical, financial, websites, call center, service check, etc.) to provide a comprehensive overview of the habits and activities of patient. The primary goal of the CRM healthcare system is to increase the quality of healthcare and the lives of patients to recruit new ones, and to retain existing patients.
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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 (June 29, 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 coronavirus pandemic has forced companies to rapidly change business processes and shift to remote work, which in turn has led to widespread using of CRM systems in customer relationship management. The modern market offers different goods and services, but they are mostly similar in many ways. The question is how to keep the customer for a long time? The introduction of CRM systems will help answer this question. The definition of CRM stands for Customer Relationship Management, which refers to all the strategies, methods, tools and technologies that a business uses to develop, retain and attract customers. Customer Relationship Management is a special approach of doing business, where the first priority of the company is to focus on the client. The main purpose of the CRM strategy is to create a single ecosystem, which helps to attract new and develop existing customers. Managing relationships means attracting new customers, turning neutral customers into loyal ones, and forming business partners from regular customers. The concept of CRM means that separate business tools are combined into a well-established system. CRM includes programs for collecting customer’s data, managing transactions, control and monitoring manager’s decisions, analytics and forecasting. The article considers the essence of modern transformation of business processes, their advantages and disadvantages, defines the concepts, types, existing opportunities and trends in CRM-systems. The article analyses the experts’ opinions of the most popular modern CRM-systems and generalizes its shortcomings, measures the main elimination of revealed problems. The article conducted a study based on a survey of experts, the main purpose of which was to identify the share of popular CRM-systems among consumers, as well as to identify the main problems and limitations of these systems. Conclusions and directions for further research. The main goal of the CRM strategy is to create a single ecosystem for attracting new customers and developing existing ones. The main tasks of CRM-systems include: attracting new customers through various channels, communication, choice of interaction strategy, Purchase funnel, document management, closing sales, re-communication and analytics of the company. There are three types of CRM systems: desktop, client-server and cloud systems. The main trends in CRM systems development include: increasing usage of artificial intelligence, service automation, data integration, usage of blockchains and social CRM-system, a large number of different applied subsystems and voice interface. The most popular systems are proved to be: Agile CRM, Salesforce Sales Cloud, Zoho CRM, Dynamics 365 and Bitrix24. The main problems of existing CRM-systems can be identified as: slow work on query processing and data output; wasting time on system administration; a large number of built-in tools increases the time to get used with the system; high cost of service, etc. Prospects for further development of CRM-systems include: integration with Big Data and AI; usage of voice technologies as a method for increasing operational efficiency; usage of data from social networks; as well as the creation of a single and common approach of customer identification. In the future, vendors should simplify their product versions and reduce the number of tools to basic, which will reduce the monthly fee for service, as well as speed up data processing by the system, due to the lack of unnecessary add-ons. On the other hand, companies that use CRM systems in their daily work should pay more attention to the integration CRM systems with social networks, which contain essential share of information about their target audience and existing customers.
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Sfenrianto, Lorio Purnomo,. "Customer Relationship Management (CRM) Analysis and Design to Provide Customer Service in The Culinary Field (Case Study Restaurant XYZ)." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 6 (April 5, 2021): 2785–809. http://dx.doi.org/10.17762/turcomat.v12i6.5787.
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There has been a lot of discussion regarding Customer Relationship Management (CRM) in recent years, where the CRM function to provide customer service in the culinary field has been widely applied by culinary business entrepreneurs. Restaurant XYZ, which started the culinary business in 2018, will design a CRM system to improve service to its customers, this is because it has not been optimal in the process of providing services to its customers. Before doing the design, an analysis phase is needed which is carried out using the Fishbone Method, this method is expected to help in analyzing the constraints and needs of the Restaurant XYZ in the best CRM design. The design using the Diagram Unified Modeling Language (UML) and User Centered Design (UCD) approach, is expected to create a CRM system as expected by the owner of Restaurant XYZ. The CRM that has been planned is expected to help the owner in providing services to Restaurant XYZ customers.
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Wang, Rui, and Na Wang. "Research on SQL Performance Optimization of CRM Stored Procedure." Applied Mechanics and Materials 519-520 (February 2014): 28–31. http://dx.doi.org/10.4028/www.scientific.net/amm.519-520.28.
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Ke, Gang, and Yan Jun Zhu. "Design and Implementation of CRM Based on J2EE." Advanced Materials Research 971-973 (June 2014): 1569–72. http://dx.doi.org/10.4028/www.scientific.net/amr.971-973.1569.
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Analysis of a company in the customer management problems, and discusses the design goals of CRM system. Using the current mature J2EE technology, design and develop a CRM system, and the architecture and the function module of system are discussed in detail.
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Cieciora, Małgorzata, Wiktor Bołkunow, Piotr Pietrzak, and Piotr Gago. "Key criteria of ERP/CRM systems selection in SMEs in Poland." Online Journal of Applied Knowledge Management 8, no. 1 (June 14, 2020): 85–98. http://dx.doi.org/10.36965/ojakm.2020.8(1)85-98.
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The purpose of this paper was to conduct an investigation on criteria of Enterprise Resources Planning (ERP)/Customer Relations Management (CRM) systems selection used by Small and Medium-sized Enterprises (SMEs) in Poland. The main goal was to define the key selection criteria that should be used to ensure the optimal decision of the purchase of the system. The reason for the choice of this research question was that SMEs have to constantly struggle with lack of resources. The choice of the right ERP and/or CRM system can significantly improve their operational efficiency and competitiveness. A synthetic review of the literature on the selection criteria of ERP and/or CRM systems was conducted and presented. Opinions of 83 respondents with work experience in SMEs that had undergone an implementation of an ERP and/or CRM system or vendors of ERP and/or CRM systems for SMEs in Poland were collected in the form of Google Form surveys and analyzed with the use of Spearman’s rank order correlation. The main conclusion of this study is that two most important selection criteria are: system functionality and the ability to ensure data security. The study results may be of practical use for SMEs’ decision-makers for the selection of the CRM and/or ERP class system. A further and more comprehensive research into the topic is recommended.
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Pohludka, Michal, and Hana Štverková. "The Best Practice of CRM Implementation for Small- and Medium-Sized Enterprises." Administrative Sciences 9, no. 1 (March 8, 2019): 22. http://dx.doi.org/10.3390/admsci9010022.
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The biggest key aspect to the success of a business is a satisfied customer. For this reason, it is possible to state that the growing trend of focusing on the customer and his/her needs has prevailed in recent years. The aim of this article is to analyze the use of CRM (Customer Relationship Management) systems in small- and medium-sized enterprises (SMEs) in the Czech Republic and to find the determinants for CRM system implementation. The best practice for CRM implementation suitable for SMEs is clarified using a specific case of a global enterprise. A fully functional CRM system can be considered a competitive advantage, and this is not only the case for global companies, but also for small and medium enterprises. Using a functional CRM interconnected with an ERP system, enterprises are able to manage business and direct marketing activities, as well as the company’s overall profits. These functional systems lead to an integrated system called funnel management, which improves customer relationship management and leads to a sustainable business.
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Al-Bashayreh, Mahmood, Dmaithan Almajali, Manaf Al-Okaily, Ra’ed Masa’deh, and Ahmad Samed Al-Adwan. "Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction." Sustainability 14, no. 19 (September 28, 2022): 12310. http://dx.doi.org/10.3390/su141912310.
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This study evaluated the relationships among variables in electronic customer relationship management (e-CRM) success. The purpose of this paper is to examine the effect of technological readiness, privacy, COVID-19, customer pressure, trust, level of service quality, and customer satisfaction. Quantitative research methods were applied in examining the causal associations among the primary variables of the study. We used a sample approach called purposive sampling. Data was obtained from 390 completed questionnaires collected from employees, who took part in CRM technology activities, working in Jordanian firms. Data was analyzed via AMOS software version 22, and hypotheses were examined by applying structural equation modelling (SEM). Results revealed that technological readiness, COVID-19, customer pressure, and customer satisfactions had a positive effect on e-CRM success system. Moreover, the study showed that technological readiness, privacy, and level of service quality positively affected customer satisfaction. Additionally, the mediation of customer satisfaction on the association between trust and success of e-CRM system, and also between level of service quality and e-CRM system success, was demonstrated. Practical implications: In practice, this study can help managers and practitioners in implementing e-CRM systems. Moreover, it can drive further empirical studies on the relations among technological readiness, privacy, COVID-19, customer pressure, trust, and level of service quality, besides customer satisfaction. Only few studies had looked into the variables in the success of e-CRM system, in emerging industries of developing countries, specifically, among technological readiness, privacy, COVID-19, customer pressure, trust, level of service quality, and customer satisfaction. These gaps were addressed in this study. The current model is also relatively constrained, so it may be expanded in further studies. For instance, the construct of culture might be incorporated to the model to make it more thorough in its examination of the topic at issue.
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Almajali, Dmaithan, Amjed A. lfityani, Hakam Maali, and Haya Almajali. "Critical success factors for assessing the effectiveness of E-CRM systems in online shopping: the mediating role of user satisfaction." Uncertain Supply Chain Management 10, no. 3 (2022): 667–78. http://dx.doi.org/10.5267/j.uscm.2022.5.008.
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The effectiveness of the E-CRM system was examined in this study, involving those with online shopping experience, specifically the regular customers of Carrefour in Jordan. Data were obtained through 550 distributed sets of questionnaires. Four trained and certified research assistants assisted the data gathering process. Data from 320 returned questionnaires were analyzed using Structural Equation Modeling (SEM). System quality, access to information, security, training and customer satisfaction were the examined factors towards the effectiveness of E-CRM systems. Results show positive impact of security, system quality, training, and access to information on user satisfaction, and user satisfaction affected the effectiveness of E-CRM. Nonetheless, the relationship between training and effectiveness of E-CRM on online shopping was not mediated by user satisfaction.
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et al., Anaam. "Critical success factors for electronic customer relationship management success adoption: Telecommunication companies case study." International Journal of ADVANCED AND APPLIED SCIENCES 8, no. 10 (October 2021): 116–30. http://dx.doi.org/10.21833/ijaas.2021.10.013.
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A systematic literature review has been conducted on the exiting E-CRM system and found that 70% of E-CRM projects do not meet their ultimate goals. Furthermore, more than 77% of E-CRM projects do not succeed in the company's objectives. Many telecommunication companies reported that the existing E-CRM systems face severe challenges, which hinder the E-CRM system's successful adoption. This study aims to report the literature review on the Critical Success Factors for E-CRM systems and identify the rate of failure for E-CRM adoption. The systematic literature review (SLR) method has been conducted by analyzing 210 articles between 2011 to 2021 from different databases collections of research papers. The study determines E-CRM Critical Success Factors from three aspects: technology, organization, and individual factors. The three main categories were analyzed as the effects of the issue on E-CRM success in telecommunication companies. The results show that the three aspects (technology, organization, and individual factors) have a significant effect on the successful adoption of E-CRM.
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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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Hsu, Pi-Fang, Kuo-Yu Lan, and Chia-Wen Tsai. "Selecting the Optimal Vendor of Customer Relationship Management System for Medical Tourism Industry Using Delphi and AHP." International Journal of Enterprise Information Systems 9, no. 1 (January 2013): 62–75. http://dx.doi.org/10.4018/jeis.2013010104.
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This study builds a model to evaluate and select vendors of customer relationship management (CRM) system for the medical tourism industry from the viewpoint of medical tourism industry. Literature in related fields was reviewed, and the modified Delphi method was applied to find proper evaluation and selection criteria for the model. Then the analytic hierarchy process (AHP) was applied to determine weights of criteria in order to rank vendors and pick the optimal choice of vendor of CRM system for the medical tourism industry. The case used in this study was a teaching medical institution. This evaluation and selection model was applied for an empirical study. The results show that the five main criteria were, in order: system integrators’ ability to provide services, system integrators’ ability to develop software, economic factors of system implementation, ability to implement data mining, ability to implement CRM. Operators in the medical tourism industry could use this model to select the best vedor of CRM system.
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Baumgardner, Gaylon, and John A. D'Angelo. "Evaluation of New Dynamic Shear Rheometer Testing Geometry for Performance Testing of Crumb Rubber–Modified Binder." Transportation Research Record: Journal of the Transportation Research Board 2293, no. 1 (January 2012): 73–79. http://dx.doi.org/10.3141/2293-09.
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Crumb rubber modifier (CRM) has been used for many years in asphalt binder to provide improved field performance. Historically the increase in viscosity of CRM binder was measured with crude vane viscometers to quantify binder performance characteristics. The Superpave® system introduced far more accurate tools in the asphalt binder testing system to measure performance characteristics. As a result of testing geometry limitations, Superpave binder tests, specifically high-temperature testing, have generally not been applicable in testing CRM binders. This inability to test the material fully has limited the use and adoption of CRM binders. Well-known geometries in the rheology field, specifically coaxial cylinder geometries or cup and bob, can handle the larger particle sizes typically used as CRM. However, these geometries are not familiar in the asphalt industry. This study investigated the ability of the cup-and-bob geometry to test neat, polymer-modified, and CRM binders to determine if it could provide similar rheological results for both Superpave and multiple stress creep recovery (MSCR) testing. It concluded that the cup-and-bob geometry could accommodate large CRM particles and provide similar results for Superpave as well as MSCR testing.
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Kalogiannidis, Stavros, and Fotios Chatzitheodoridis. "Effects of Agile Customer Relation Management System on Business Performance and Entrepreneurship." WSEAS TRANSACTIONS ON ENVIRONMENT AND DEVELOPMENT 18 (May 19, 2022): 496–503. http://dx.doi.org/10.37394/232015.2022.18.48.
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Agile CRM, with its automated features and simplified user interface, is an excellent alternative for businesses aiming to reduce operational expenses while simultaneously improving overall performance and efficiency of their operations. The purpose of this article is to explore the very particular ways in which the usage of agile CRM might impact the performance of a commercial firm. The article finds that the use of agile CRM helps businesses become more motivated, efficient, and determined in their approach to customer management, and that long-term connections with customers are established as a result of the usage of such a system. The article presents a short overview of the literature on the topic, CRM in general, and agile CRM in particular, following which the methodology of the study and the findings of the study are discussed in two different chapters. The document concludes with a discussion of the future directions of research. Following the conclusion of the paper, a number of important and realistic advice are provided on how business organizations may utilize agile CRM to improve the performance of their enterprises by leaps and bounds.
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Becker, Jan U., Goetz Greve, and Sönke Albers. "Left Behind Expectations - How to Prevent CRM Implementations from Failing." GfK Marketing Intelligence Review 2, no. 2 (November 1, 2010): 34–41. http://dx.doi.org/10.2478/gfkmir-2014-0061.
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Abstract This article discusses performance drivers of CRM projects and is particularly relevant for managers seeking to optimize their companies CRM efforts. Despite the billions of dollars that have been spent on the implementation of customer relationship management (CRM) systems, many of the adopting companies are unhappy with the results. This can be due to two reasons: first, either the CRM projects are poorly implemented and thus do not perform accordingly, or, second, companies expect too much from CRM systems. This research examines how technological and organizational implementations as well as internal support affect the objectives of CRM with regard to initiating, maintaining, and retaining customer relationships. The results indicate that internal support is an important factor for the performance of CRM implementation. Further, it helps to have a clear focus for a CRM system to specifically address diverse functions such as the acquisition, maintenance, and retention of customers and to tailor implementation effort to the needs of the major functions
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MATRAEVA, L. V., N. A. KOROL’KOVA, and A. E. DUBS. "RESEARCH OF THE PROBLEMS OF DEVELOPMENT AND IMPLEMENTATION OF CRM-SYSTEMS FOR SMALL BUSINESS IN RUSSIA." EKONOMIKA I UPRAVLENIE: PROBLEMY, RESHENIYA 3, no. 8 (2020): 11–20. http://dx.doi.org/10.36871/ek.up.p.r.2020.08.03.002.
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The article provides a comprehensive analysis of existing CRM systems and trends in their development, focused on the small and medium-sized business (SME) sector. A classification of information CRM systems is given and the main trends in their development are named. Based on the generalization of the results of foreign studies focused on identifying the requirements of small and medium-sized businesses to the functionality of CRM systems, the most important tools that are relevant for SMEs are outlined. Based on the systematization of world experience, the stages of implementation of a CRM-system for small and medium-sized businesses are highlighted, based on the best practices of world companies. A comparative analysis of the functionality of CRM systems of domestic software manufacturers is carried out. The results of the work can be used by Russian small and medium-sized businesses when making decisions related to the development of a system of relationships with customers and management of consumer loyalty using information CRM systems, as well as project teams for the implementation of information systems of this class.
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Shamma, Hamed M., Robert F. Dyer, and Marilyn L. Liebrenz-Himes. "Customer Relationship Management in Professional Service Organizations." International Journal of Customer Relationship Marketing and Management 2, no. 2 (April 2011): 1–15. http://dx.doi.org/10.4018/jcrmm.2011040101.
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Customer Relationship Management (CRM) applications have gained primary attention in large service industry sectors, such as the financial, telecommunications and hotel industries. However, relatively few researchers have studied CRM in the context of Professional Service Organizations (PSOs). PSOs are found across a broad spectrum of service offerings and they share several key aspects. Some of these aspects include the following: PSOs are high in people-processing features, have close contact with customers, and are high in credence attributes. Given this critical reliance on the customer, most PSOs would benefit from implementing a CRM system to facilitate their business and sustain customer relationships. This paper compares marketing practices and client management approaches in PSOs between those utilizing and those not utilizing a CRM system. The building industry is used as a case study. The paper introduces the CRM concept, describing its significance to the building industry and presents the methodology and findings from an exploratory research investigation. It also presents a framework for CRM applications in PSOs and highlights a future research agenda tempered by some limitations of the research study.
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Yuen, F. T., and S. L. Chan. "System Dynamics Modelling in CRM: Window Fashions Gallery." International Journal of Engineering Business Management 2 (January 2010): 9. http://dx.doi.org/10.5772/9719.
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