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Journal articles on the topic 'CRM technologies'

Author: Grafiati

Published: 30 May 2022

Last updated: 31 July 2025

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1

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

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Choudhury, Musfiq Mannan, and Paul Harrigan. "CRM to social CRM: the integration of new technologies into customer relationship management." Journal of Strategic Marketing 22, no. 2 (2014): 149–76. http://dx.doi.org/10.1080/0965254x.2013.876069.

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Kamboj, Shampy, Mayank Yadav, Zillur Rahman, and Praveen Goyal. "Impact of Social CRM Capabilities on Firm Performance." International Journal of Information Systems in the Service Sector 8, no. 4 (2016): 1–16. http://dx.doi.org/10.4018/ijisss.2016100101.

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The emergence of social media technologies have drastically changed the face of customer relationship management (CRM), hence firms are incorporating social media technologies in their existing CRM systems which has led to the evolution of social CRM. This article extends capability-based perspective of traditional CRM by integrating it with social media technologies and to assess empirically their significant impact on firm performance. It also examines the mediating role of co-created customer experience. The developed hypothesis and proposed model were tested through structural equation mod

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Deszczyński, Bartosz. "Does CRM Technology Help in Achieving Sustainable Competitive Advantage?" Problemy Zarządzania - Management Issues 2022, no. 3 (97) (2022): 127–47. http://dx.doi.org/10.7172/1644-9584.97.7.

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Purpose: To validate the impact of Customer Relationship Management (CRM) technologies on stable competitive advantage of companies. Confronting the existing ambiguous research. Design/methodology/approach: In step one, 757 publications were verified in a systematic literature review to establish precise CRM technology implementation success indicators. In step two, phone surveys were conducted with 608 corporate respondents to link CRM technology implementation success indicators with stable competitive advantage. Step three involved statistical inference applying machine-learning powered ass

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5

Fisher, Cameron. "New Technologies for Mobile Salesforce Management and CRM." American Journal of Industrial and Business Management 07, no. 04 (2017): 548–58. http://dx.doi.org/10.4236/ajibm.2017.74040.

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Dubey, Neeraj Kumar, Preeti Sharma, and Purnima Sangle. "Implementation and adoption of CRM and co-creation leveraging collaborative technologies." Journal of Indian Business Research 12, no. 1 (2020): 113–32. http://dx.doi.org/10.1108/jibr-09-2019-0284.

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Purpose This paper aims to study the role of the emerging technology landscape and collaborative platforms in customer relationship management (CRM) unravelling novel opportunities for mutual co-creation in Indian banking context. Design/methodology/approach This study used the case-study method for collecting various sources for “triangulation”. Findings The advancement of technology has drastically increased avenues of dialogue and access and brought transparency in the relationship, offering opportunities for co-creation and increased dependence on technology in CRM. A longitudinal approach

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Deepti Garg. "A blockchain and machine learning approach to modern CRM systems." International Journal of Science and Research Archive 14, no. 2 (2025): 1088–96. https://doi.org/10.30574/ijsra.2025.14.2.0461.

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Customer Relationship Management (CRM) systems are essential for businesses to manage customer interactions, enhance engagement, and drive customer satisfaction. Traditional CRM solutions face challenges such as data security risks, inefficiencies in processing customer data, and limitations in providing personalized experiences. Emerging technologies like blockchain and machine learning offer promising solutions to address these challenges. Blockchain enhances CRM by providing decentralized, secure, and tamper-proof data storage, ensuring transparency and reducing the risk of fraud. Machine l

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Yawised, Kritcha, and Peter Marshall. "Social CRM." International Journal of Virtual Communities and Social Networking 7, no. 1 (2015): 14–20. http://dx.doi.org/10.4018/ijvcsn.2015010102.

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Social customer relationship management (social CRM) is an emerging practice that utilises social media to engage with customers. In its most complete form, social CRM is a concept and a practice that integrates social media and social networking with traditional CRM technologies, processes and practices in order to bring about a superior engagement with customers including improved customer service, leading, hopefully, to improved revenues and profits for adopting businesses. This paper reviews the academic and practitioner literatures on social CRM, makes a broad comparison between the two l

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Akhila, M. K. "Relevance of RPA in Banking & CRM." Recent trends in Management and Commerce 5, no. 2 (2024): 63–65. http://dx.doi.org/10.46632/rmc/5/2/13.

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This journal explores the relevance of Artificial Intelligence (AI) in the field of banking and Customer Relationship Management (CRM). It delves into how AI technologies are reshaping traditional banking operations and enhancing customer experiences and optimizing CRM strategies. In banking, AI is being used to improve customer services, strengthen security, and provide personalized financial services. AI technologies, such as machine learning, natural language processing, and predictive analytics, have revolutionized various aspects of banking operations. These technologies delegates’ banks

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Dařena, František. "A research on CRM systems in the Czech Republic." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 56, no. 3 (2008): 29–34. http://dx.doi.org/10.11118/actaun200856030029.

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Customer Relationship Management (CRM) is seen as a holistic framework for interaction of organizations with their customers. It is focused on gaining customers&#8217; loyalty through providing the value positively perceived by the customers and usually incorporates information and communication technologies in the form of CRM systems. The paper discusses various aspects of CRM philosophy and utilization of information and communication technologies in relation to CRM. A survey that was conducted among three hundred organizations in the Czech Republic (among them some major companies, s

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Иванова, О. Е., and Ю. И. Шмидт. "Digital technologies for doing business." Экономика и предпринимательство, no. 10(135) (January 10, 2022): 700–706. http://dx.doi.org/10.34925/eip.2021.135.10.135.

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Вопросы распространения и применения цифровых технологий в последнее время носят дискуссионных характер. Представленные преимущества CRM-системы способствуют внедрению новых инструментов управления бизнесом, в части работы с клиентами, оказывающее положительное влияние на эффективность управления процессом продаж и повышение надежности организации. Результатами исследования могут руководствоваться специалисты, аналитики и руководители организаций, находящиеся на пути к созданию системы электронного документооборота. The dissemination and application of digital technologies have recently been c

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Ladchenko, Stanislav O., Olha S. Shumilo, and Olga V. Zaika. "Application of Information Technologies in Enterprise Crisis Management." Business Inform 4, no. 567 (2025): 476–81. https://doi.org/10.32983/2222-4459-2025-4-476-481.

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The article examines the theoretical aspects and practical foundations of using information systems, particularly CRM systems, during crisis management in enterprises. It is noted that information technologies and information systems should be employed in the crisis management of enterprises, which enhances the efficiency of management and decision-making. The essence of the information system is disclosed, the definitions by scholars regarding its essence are analyzed, and the main systemic components are highlighted. It is noted that the efficiency of the system directly depends on informati

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Damodhar Reddy Ramesh Reddy Mutayalwad. "The Next Horizon: Emerging Technologies Reshaping Customer Relationship Management." Journal of Computer Science and Technology Studies 7, no. 2 (2025): 576–84. https://doi.org/10.32996/jcsts.2025.7.2.61.

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This article explores the transformative future of Customer Relationship Management (CRM) as it evolves beyond traditional boundaries through emerging technologies. It examines how artificial intelligence, extended reality, blockchain-based trust systems, IoT-powered intelligence, and convergent platforms are collectively reshaping how organizations engage with customers. The inquiry investigates how cognitive CRM systems are enabling hyper-personalization and autonomous relationship management, while immersive experiences are creating new dimensions of customer engagement. The analysis furthe

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Tariq, Beenish, Sadaf Taimoor, Hammad Najam, Rob Law, Waseem Hassan, and Heesup Han. "Generating Marketing Outcomes through Internet of Things (IoT) Technologies." Sustainability 12, no. 22 (2020): 9670. http://dx.doi.org/10.3390/su12229670.

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This paper highlights the effectiveness of data stored from the operational use of Internet of Things (IoT) technologies for generating marketing-related outcomes, such as business intelligence for product development, product support, and customer relationship management (CRM), by exploring this research domain under the lens of the well-established means–ends theory. This study conducted a multidisciplinary literature review to develop the conceptual framework. Moreover, a smart refrigerator was chosen as an example to demonstrate how the analysis of data stored from the operational use of I

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Stokić, Aleksandar, Danijela Stojanović, Zorica Bogdanović, Marijana Despotović-Zrakić, and Božidar Radenković. "Enhancing the customer relationship management in public libraries." Library Hi Tech 37, no. 2 (2019): 251–72. http://dx.doi.org/10.1108/lht-07-2017-0138.

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Purpose The purpose of this paper is to investigate the possibilities of implementing the customer relationship management (CRM) concept and smart technologies in public libraries in developing countries. The goal was to explore the level of librarians’ awareness about CRM concept and their willingness to accept the CRM concept in libraries. Also, patrons’ satisfaction with the quality of services and relationships in public libraries is explored. Design/methodology/approach The authors obtained data for this research through two online surveys. The first survey measures librarians’ level of a

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Wang, Rui, and Na Wang. "Research on Technology of CRM Stored Procedure." Applied Mechanics and Materials 519-520 (February 2014): 17–20. http://dx.doi.org/10.4028/www.scientific.net/amm.519-520.17.

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Mastorakis, George, Nikolaos Trihas, Emmanouil Perakakis, and Ioannis Kopanakis. "E-CRM in tourism exploiting emerging information and communication technologies." Anatolia 26, no. 1 (2014): 32–44. http://dx.doi.org/10.1080/13032917.2014.902767.

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Venkata, Saiteja Kalluri. "Customer-Centric Innovations in Boiler Manufacturing: AI-Driven CRM for Personalized Service and Predictive Sales." Journal of Advancement in Software Engineering and Testing 8, no. 2 (2025): 6–15. https://doi.org/10.5281/zenodo.15233647.

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<em>The traditional boiler manufacturing industry is undergoing a digital transformation driven by Industry 4.0 technologies. Among these, Artificial Intelligence (AI)-powered Customer Relationship Management (CRM) systems play a pivotal role in shifting the industry from product-focused to customer-centric. This research explores the integration of AI in CRM systems specifically tailored for boiler manufacturing firms to deliver personalized customer service and enable predictive sales strategies. By leveraging machine learning, natural language processing, and predictive analytics, manufactu

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Razumava, S. "Customer experience management in the marketing concept 4.0." Science and Innovations, no. 6 (July 25, 2024): 78–83. http://dx.doi.org/10.29235/1818-9857-2024-06-78-83.

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The article presents a description of the concept of management of CEM client experience, conducts its comparative characteristic with CRM technology. The author analyzes trends and prospects in the development of CEM solutions market, examines issues associated with their application in foreign organizations' activities, and presents data from Adobe research regarding the outcomes of their application by various companies. Marketing directors' objectives include using marketing technologies and distributing marketing budgets, and internal barriers to the development of CEM in organizations ar

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Tsou, Hung-Tai. "Linking Customization Capability with CRM Technology Adoption and Strategic Alignment." Service Science 14, no. 1 (2022): 60–75. http://dx.doi.org/10.1287/serv.2021.0286.

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Building on contingency theory and the input–process–output model, this paper investigates the relationships between customer relationship management (CRM) technology adoption, customization capability, CRM effectiveness, and strategic alignment. By surveying senior managers of customized service projects from 288 information technology service firms in Taiwan, we find that CRM technology adoption has a positive relationship with customization capacity, which is, in turn, positively correlated with CRM effectiveness with the correlation being moderated by strategic alignment. This study sugges

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ШАМХАЛОВА, Э. А., and Н. М. УМАРГАДЖИЕВА. "CRM SYSTEM IN SMALL BUSINESS MANAGEMENT." Экономика и предпринимательство, no. 11(160) (December 21, 2023): 811–17. http://dx.doi.org/10.34925/eip.2023.160.11.153.

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В статье рассматриваются существующие на рынке CRM-решения, а также проводится сравнительный анализ современных CRM. Развитие технологий и процессы информатизации общественной жизни оказывают существенное влияние не только на крупные предприятия, но и на малый бизнес, диктуя новые требования и задачи. Все это имеет прямую связь с управлением бизнес-процессов, эффективным инструментом которого выступают CRM-системы. Статья посвящается возможностям автоматизации бизнес-процессов с помощью данных систем. The article examines the existing CRM solutions on the market, as well as a comparative analy

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Potra, Sabina, Monica Izvercian, and Serban Miclea. "Changes in CRM Approach." International Journal of Information Systems in the Service Sector 8, no. 1 (2016): 45–57. http://dx.doi.org/10.4018/ijisss.2016010104.

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Relationship marketing principles shifted with the emergence of the social Web. The firm-centric, traditional closed doors approach is no longer assuring the survival in a global market with demanding and informed customers. Customer touch points are replaced by an open mentality where customer experience and creative collaboration with prosumers has changed even CRM techniques. The present paper analyses the journey from traditional CRM, to social CRM and PoRM (Prosumer-oriented Relationship Management) in response to consumer creative engagement desires. Thus, four PoRM processes are concept

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Nagasruthi Kattula. "The Evolution of CRM: AI-Powered Personalization Meets Hyperautomation." World Journal of Advanced Engineering Technology and Sciences 15, no. 1 (2025): 1090–105. https://doi.org/10.30574/wjaets.2025.15.1.0317.

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The evolution of Customer Relationship Management (CRM) has transcended traditional tracking systems to embrace sophisticated AI-powered personalization and hyperautomation technologies. This technological convergence addresses fundamental limitations of legacy CRM platforms, which struggle with data silos, emotional engagement, rigid workflows, and batch processing models. Modern cloud-based CRM systems leverage Customer Data Platforms to create comprehensive customer profiles, while generative AI transforms communication strategies through contextually aware content creation. Hyperautomation

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Araújo, Tiago Carneiro de, Rosinei Batista Ribeiro, Sérgio Assis Machado, Alexandre Formigoni, and Eliane Antonio Simoês. "Analysis of the contributions of technologies in customer relationship management: Case Study." @_GIT (Advances in Global Innovation & Technology) 3, no. 1 (2024): e31251. https://doi.org/10.29327/2384439.3.1-7.

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<em>The text presents a case study of the implementation of a CRM (Customer Relationship Management) system at ALFA, a large Brazilian financial institution. The motivation was to improve performance in relation to competitors and to solve problems of ineffective customer service and communication. The CRM implementation aims to align communication with individual customer needs and preferences, segmenting them into four groups: Acquisition, Onboarding, Monetization and Retention. To do this, the company uses a decision tree that directs interactions in a personalized way. This approach has al

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Badsi, Hichem Benaissa Anouar, Abdessamed Rdess Ghomari, and Leila Zemmouchi-Ghomari. "A CRM Process Model for Agent-Based Simulation." International Journal of Service Science, Management, Engineering, and Technology 8, no. 4 (2017): 56–82. http://dx.doi.org/10.4018/ijssmet.2017100104.

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To simulate the value generated by information and communication technologies, there is a need to design a suitable model. This article focuses on the little-used technology of ontologies, particularly Business Model Ontologies. Ontologies allow the representation of very abstract concepts, such as Business Models. The concept consists of four pillars, one of which, the “customer interface” is related to Customer Relationship Management (CRM). This paper proposes a modeling approach and a generic CRM model for the simulation of the value generated by information and communication technologies.

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Georgieva-Trifonova, Tsvetanka, Pavel Petrov, and Vassil Milev. "Application of Semantic Web Technologies for Supporting Customer Relationship Management: a Systematic Literature Review." BRAIN. Broad Research in Artificial Intelligence and Neuroscience 14, no. 4 (2023): 168–98. http://dx.doi.org/10.18662/brain/14.4/499.

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The purpose of the present paper is to summarize the current state of the existing research on the application of Semantic web technologies in supporting customer relationship management. Its achievement includes providing answers to a set of research questions as a result of conducting a systematic literature review. A total of 44 scientific publications are identified as relevant to the topic and included in the review. Information is extracted from the selected literature sources, which is then summarized, systemized and analyzed according to the predefined research questions and finally re

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Kumar Subham. "Integrating AI into CRM Systems for Enhanced Customer Retention." Journal of Information Systems Engineering and Management 10, no. 45s (2025): 474–89. https://doi.org/10.52783/jisem.v10i45s.8892.

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This research examines how AI advances CRM systems to improve client retention, GTM approaches, and revenue management. Standard CRM systems that assist companies in customer relationship management face performance boundaries regarding predictions alongside data storage expansion and interface adjustments. Combining AI technologies, including machine learning and natural language processing (NLP), with predictive analytics helps organizations destroy these obstacles through automated processes that analyze real-time information to adapt customer engagement strategies across active population

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Nnaemeka Stanley Egbuhuzor, Ajibola Joshua Ajayi, Experience Efeosa Akhigbe, Oluwole Oluwadamilola Agbede, Chikezie Paul-Mikki Ewim, and David Iyanuoluwa Ajiga. "Cloud-based CRM systems: Revolutionizing customer engagement in the financial sector with artificial intelligence." International Journal of Science and Research Archive 3, no. 1 (2021): 215–34. https://doi.org/10.30574/ijsra.2021.3.1.0111.

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Cloud-based Customer Relationship Management (CRM) systems have emerged as transformative tools for enhancing customer engagement in the financial sector. By integrating Artificial Intelligence (AI) technologies, these systems enable financial institutions to optimize customer interactions, improve operational efficiency, and deliver personalized services at scale. The shift to cloud-based CRM platforms offers unparalleled advantages, including cost-effectiveness, scalability, real-time analytics, and seamless integration with existing financial technologies. AI capabilities, such as natural l

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González, Daniel Pérez, and Pedro Solana González. "Interactions and Effects of CRM 2.0 in Public Administration." International Journal of Human Capital and Information Technology Professionals 3, no. 1 (2012): 26–41. http://dx.doi.org/10.4018/ijhcitp.2012010103.

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This article analyzes how CRM are affected from technological and social changes that involves the new paradigm of knowledge sharing and collaborative Web 2.0, giving rise to what is defined as CRM 2.0, and how the public administration - institutions that despite economic and social importance have been little studied in relation to the incorporation of technologies - can take advantage of these technologies. This requires provide knowledge to public administrations about the benefits they can get and which difficulties may be encountered in these projects. In this sense, from an exploratory

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Hung, Wei-Hsi, I.-Cheng Chang, Yan Chen, and Ying-Li Ho. "Aligning 4C Strategy with Social Network Applications for CRM Performance." Journal of Global Information Management 27, no. 1 (2019): 93–110. http://dx.doi.org/10.4018/jgim.2019010105.

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This article describes how in recent years, enterprises have increasingly adopted social technologies to support customer relationship management (CRM) practices. To increase CRM performance, enterprises have had to develop appropriate social CRM strategies in emerging social network applications. This article investigates the alignment between social network applications and the “4C strategy” as a social CRM strategy in organizations. It intends to understand how alignment influences CRM performance. A total of 225 Taiwanese companies, which have adopted Facebook to interact with customers, w

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Khrapkina, Valentyna, and Anastasia Seneliuk. "Personalization of customer experience in CRM systems through artificial intelligence technologies." Galician economic journal 94, no. 3 (2025): 120–28. https://doi.org/10.33108/galicianvisnyk_tntu2025.03.120.

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The article substantiates the role of artificial intelligence (AI) technologies as a key tool for modern personalization of customer experience within CRM systems. The growing volume of data processed by businesses and increasing consumer expectations for individualized interaction necessitate intelligent approaches to customer relationship management. The study systematizes three main areas of AI-driven personalization: customer experience adaptation, analytics and prediction of future customer behavior, and automated support tailored to the user’s context and emotional state. The functional

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Jih, Wen-Jang, and Su-Fang Lee. "Effects of e-CRM Value Perceptions on Website Loyalty." International Journal of E-Business Research 6, no. 3 (2010): 1–14. http://dx.doi.org/10.4018/jebr.2010070101.

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Web-enabled customer relationship management, or e-CRM, holds the promise to simultaneously achieve the conflicting goals of strategic flexibility and operational efficiency in developing and executing innovative e-commerce marketing strategies. A new multi-disciplinary field involving such diverse areas as marketing, information systems, and consumer behavior, e-CRM seeks to strengthen customer relationship via a portfolio of trust-building practices with the support of powerful information technologies. While most literature in e-CRM has focused on how firms formulate and implement e-CRM ini

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О.Кобилюх та О.Гірна. "Сучасні підходи до логістичного обслуговування клієнтів на основі використання CRM-системи". Академічні візії, № 10-11 (26 серпня 2022): 3–12. https://doi.org/10.5281/zenodo.7025204.

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The article proves the importance of using the CRM system in the company's activities. The essence of the CRM system is revealed not only as a software product but also as a business strategy aimed at using advanced management and information technologies. In the development of the CRM system, three main trends are presented: minimization of capital expenditures on information technologies, development of mobile versions of the site and integration with data sources. The magnitude of the economic effect that can be obtained by implementing the CRM system in the company's activities is

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Jaymin Harishkumar Sutarwala. "Artificial Intelligence in Healthcare CRM: A Systematic Review of Emerging Technologies and Patient-Centered Applications." International Journal of Scientific Research in Computer Science, Engineering and Information Technology 11, no. 1 (2025): 2717–27. https://doi.org/10.32628/cseit251112294.

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Integrating Artificial Intelligence (AI) in Healthcare Customer Relationship Management (CRM) systems represents a significant advancement in modern healthcare delivery. This comprehensive review examines emerging innovations at the intersection of AI and Healthcare CRM, focusing on machine learning algorithms, predictive analytics, and natural language processing applications. The research demonstrates how these technologies enhance patient care through improved risk prediction, personalized treatment planning, and automated communication systems. Further investigation explores the implementa

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Pașcalău, Simona-Valentina, Felix-Angel Popescu, Gheorghina-Liliana Bîrlădeanu, and Iza Gigauri. "The Effects of a Digital Marketing Orientation on Business Performance." Sustainability 16, no. 15 (2024): 6685. http://dx.doi.org/10.3390/su16156685.

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Customer relationship management (CRM) has become increasingly important as a result of the pressure organizations are under to remain competitive. CRM has been and is widely promoted as essential to a company’s ability to survive. According to this study, CRM is more than just a computer program or software package. We believe that for organizations to use CRM effectively, it must be viewed from a strategic point of view. Therefore, this study focuses on the consequences of digital marketing on business performance, specifically, the consequences of customer relationship orientation and the u

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Srikanthudu Avancha, Akshun Chhapola, and Shalu Jain. "Client Relationship Management in IT Services Using CRM Systems." Innovative Research Thoughts 7, no. 1 (2021): 34–46. http://dx.doi.org/10.36676/irt.v7.i1.1450.

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In the evolving landscape of IT services, effective client relationship management (CRM) has become a critical factor for sustaining competitive advantage and fostering long-term partnerships. Client Relationship Management (CRM) systems, leveraging advanced technologies and data-driven insights, play a pivotal role in enhancing the efficiency and effectiveness of managing client interactions. This research paper explores the integration of CRM systems in IT services, emphasizing their impact on client relationship management. The study begins by examining the fundamental principles and functi

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Uloma Stella Nwabekee, Oluwatosin Yetunde Abdul-Azeez, Edith Ebele Agu, and Tochukwu Ignatius Ijomah. "Digital transformation in marketing strategies: The role of data analytics and CRM tools." International Journal of Frontline Research in Science and Technology 3, no. 2 (2024): 055–72. http://dx.doi.org/10.56355/ijfrst.2024.3.2.0047.

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In the rapidly evolving landscape of digital marketing, the integration of data analytics and Customer Relationship Management (CRM) tools has become pivotal to the success of modern marketing strategies. This paper examines the transformative impact of digital technologies on marketing practices, focusing on how data analytics and CRM systems drive enhanced customer engagement, optimized decision-making, and improved marketing outcomes. By leveraging data analytics, businesses can gain actionable insights into consumer behavior, market trends, and campaign effectiveness, enabling more targete

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Fedorchenko, Volodymyr, Ryslana Fedorchenko, and Andrii Poliakov. "Improving the quality of business process automation by developing and testing a method for evaluating the effectiveness of the use of CRMplatforms based on the use of Salesforce system." Bulletin of Kharkov National Automobile and Highway University, no. 96 (May 24, 2022): 91. http://dx.doi.org/10.30977/bul.2219-5548.2022.96.0.91.

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Problem. In order to develop your business, you need to keep track of products that interest people and the services they buy from your company, their place of work and other connections, giving an idea of the customers. Goal. The purpose of this article is to analyze, study and test the theoretical and methodological principles and characterize the criteria for improving the efficiency of business process automation using CRM-technologies in the enterprise, as well as building a model to assess the effectiveness of information systems such as Salesforce-CRM. Methodology. Methods, technologies

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VASO, VIDIĆ, SARA.SAVIĆ, VIDIĆ BRANKA, and GRGIĆ ŽIVOSLAV. "CUSTOMER RELATIONSHIP MANAGEMENT (CRM): POTENTIAL APPLICATION IN VETERINARY SERVICE SECTOR." Contemporary Agriculture (2013) 62, no. 3-4 (2013): 308–18. https://doi.org/10.5281/zenodo.7257430.

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The CRM concept has initially been applied in service sector emerging in time into the business philosophy that is widely practiced through a range of activities and business branches. Establishing of a successful longterm relationship with customers is highly important aspect in modern business administration and can be successfully used in all business spheres. In modern market economy, along with the advancement of information technologies, Internet and database software programs a two-way communication between the product/service supplier and customer has been identified as the priority in

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Uturytė-Vrubliauskienė, Laura, and Mantas Linkevičius. "APPLICATION OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS IN LITHUANIAN MOBILE TELECOMMUNICATIONS COMPANIES / RYŠIŲ SU KLIENTAIS VALDYMO SISTEMOS TAIKYMO PRIVALUMAI IR TRŪKUMAI LIETUVOS VIEŠOJO JUDRIOJO TELEFONO RYŠIO ORGANIZACIJOSE." Mokslas - Lietuvos ateitis 5, no. 1 (2013): 29–37. http://dx.doi.org/10.3846/mla.2013.05.

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Global investments in information technologies are constantly growing as the result of quick changes in technologies, globalization process, accelerating pace of life and increase in the importance of information to the modern society. Thus, the latest information technologies and systems are emphasized as one of the most important features of competitive ability of an organisation. As information technologies are getting more and more important in determining the advantage of a company in the business world, CEOs of organisations should pay more attention to implementation of systems that con

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Singh, Anurag. "Drive Customer Experience for Relationship Management through Actionable Social CRM." International Journal of Customer Relationship Marketing and Management 6, no. 4 (2015): 57–76. http://dx.doi.org/10.4018/ijcrmm.2015100104.

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Social CRM is gradually stirring into the conventional business strategies in spite of much hue and cry for unsecured process and stepping. Seeing people networked for the sustainable advantages of the companies, they are now being enabled by web 2.0 technologies. Web 2.0 technology is a hopeful breakthrough to modernize the CRM. In the process and implementation of the strategy, few of corporate giants have already jumped into the social CRM, and few are in the process of comprehension and the adoption. This paper aims to portray the process of social media in monitoring and fostering the rel

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Hamid, Abdul, Amal Alshehhia, Adil Abdullah, and Elsir Mohamed. "Key Success Factors For Customer Relationship Management (CRM) Projects Within SMEs." Emirati Journal of Business, Economics, & Social Studies 1, no. 2 (2023): 73–85. http://dx.doi.org/10.54878/xfaz0661.

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Customer Relationship Management (CRM) has emerged as a must-have capability for the modern firm irrespective of size and sector. The importance of CRM can be attributed to the need for today’s businesses to be customer-centric or customer-focused. As a business strategy, CRM seeks to develop and improve relationships with targeted customers to optimize customer value, competitiveness, and corporate profitability. While CRM has a truly strong business case, approximately 70% of CRM implementation projects do not create the intended business value. With this in mind, this work has reviewed rele

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Ariffin, Adzman Shah Mohd, Fitriyah Razali, Muhammad Najib Razali, and Muhamad Amir Afiq Lokman. "Adoption of Artificial Intelligence and Technology in Customer Relationship Management for Property Management: A Systematic Literature Review." International Journal of Research and Innovation in Social Science IX, no. I (2025): 3312–20. https://doi.org/10.47772/ijriss.2025.9010265.

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This systematic literature review paper investigates the integration of Artificial Intelligence (AI) and technology in Customer Relationship Management (CRM) within the property management sector. It delves into how these technologies are revolutionizing CRM practices, enhancing customer satisfaction, and optimizing operational efficiencies. This paper review the scholarly articles, industry reports, and case studies, the paper identifies significant benefits, challenges, and opportunities in the adoption of AI and technology. The findings reveal that AI-driven tools, such as chatbots, predict

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Chatterjee, Sheshadri, Soumya Kanti Ghosh, Ranjan Chaudhuri, and Bang Nguyen. "Are CRM systems ready for AI integration?" Bottom Line 32, no. 2 (2019): 144–57. http://dx.doi.org/10.1108/bl-02-2019-0069.

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Purpose The purpose of this paper is to develop a conceptual framework to check if an organization is ready to adopt an AI-integrated CRM system. The study also analyzes different situations which can provide a comprehensive check list in the form of indicators that could provide a signal indicating whether the organization is ready to adopt an AI-integrated CRM system by capturing actionable and appropriate data. Design/methodology/approach The paper is a general review, and appropriate literature has been used to support the conceptual framework. Findings The key findings of this study are t

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Devi, Vaishali, and Anil Kanwa. "Challenges and Opportunities of E-CRM Adoption in the Banking Sector: A Review of the Literature." TECHNO REVIEW Journal of Technology and Management 4, no. 1 (2024): 18–28. http://dx.doi.org/10.31305/trjtm2024.v04.n01.002.

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This research paper explores the evolution and significance of Electronic Customer Relationship Management (E-CRM) in the banking sector. Initially established in the 1970s, CRM prioritized customer satisfaction over product innovation. E-CRM further revolutionized these principles by leveraging Information and Communication Technologies (ICT) to provide enhanced services and deepen customer relationships. This paper examines the challenges and benefits of implementing E-CRM practices in the banking industry, emphasizing its role in acquiring and retaining customers, while accommodating the ch

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Luqman Adewale Abass, Precious Azino Usuemerai, Olumide Emmanuel Ibikunle, Victor Alemede, Ejike Innocent Nwankwo, and Akachukwu Obianuju Mbata. "Enhancing patient engagement through CRM systems: A pathway to improved healthcare delivery." International Medical Science Research Journal 4, no. 10 (2024): 928–60. http://dx.doi.org/10.51594/imsrj.v4i10.1648.

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This research paper explores the critical role of Customer Relationship Management (CRM). systems in enhancing patient engagement and improving overall healthcare delivery. With the increasing emphasis on patient-centered care, healthcare organizations are seeking innovative solutions to foster stronger relationships with patients, streamline interactions, and improve service quality. Drawing on insights gained from implementing CRM systems at eMedic Technologies Africa, the study analyzes how these platforms can significantly enhance communication, facilitate personalized care, and drive oper

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Sudheer, Peddineni Kalava. "Revolutionizing Customer Experience: How CRM Digital Transformation Shapes Business." European Journal of Advances in Engineering and Technology 11, no. 3 (2024): 163–66. https://doi.org/10.5281/zenodo.13919275.

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CRM digital transformation revolutionizes how businesses engage with their customers, integrating digital technologies to digitize the customer journey comprehensively [1]. This shift is reshaping business models to meet new market realities driven by evolving customer expectations, emphasizing the importance of transforming customer experience [2]. With digital transformation spending projected to reach $6.8 trillion by 2023 and 79% of companies increasing their budgets post-COVID-19, it's clear that investing in digital avenues is paramount for staying competitive [2]. Focusing on customer e

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Adjei, Stella. "Using AI and ML to Completely Change the Customer Experience in Crm Applications." Journal of Research in Science and Engineering 6, no. 8 (2024): 73–77. http://dx.doi.org/10.53469/jrse.2024.06(08).16.

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Customer relationship management (CRM) software has become essential for businesses, enabling them to manage customer interactions and foster relationships effectively. This software encompasses features such as customer data management, sales and marketing automation, and customer service tools. In today's competitive landscape, CRM has evolved into a strategic necessity for companies aiming to enhance customer experiences and gain a competitive edge. The integration of machine learning (ML) and artificial intelligence (AI) has significantly transformed CRM software development. These technol

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Zverev, Аleksey V., Marina Yu Mishina, Olga N. Kuznetsova, and Tatiana G. Rebrina. "MODERN DIGITAL BANKING TECHNOLOGIES AND THEIR DEVELOPMENT." EKONOMIKA I UPRAVLENIE: PROBLEMY, RESHENIYA 12/9, no. 153 (2024): 179–84. https://doi.org/10.36871/ek.up.p.r.2024.12.09.020.

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The authors investigated the positive experience of introducing digital banking technologies in Russia (based on the rating of banks by the level of digital maturity), identified shortcomings and risks in the process of using various digital technologies in the domestic banking sector and proposed some ways for their further development. The authors paid special attention to optimizing the process of implementing CRM systems by banks and building their own ecosystems.

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Suraj, C. Patil. "New Technologies for Mobile Salesforce Management." International Journal of Trend in Scientific Research and Development 3, no. 4 (2019): 571–72. https://doi.org/10.31142/ijtsrd23663.

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We are living in a world where technology advances day by day and modern salesforce continue to evolve. We can apply modern CRM system to increase the ability to manage selling relationships. By referring this document, you will learn recent technologies to build goodwill with customer. Suraj C. Patil "New Technologies for Mobile Salesforce Management" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-4 , June 2019, URL: https://www.ijtsrd.com/papers/ijtsrd23663.pdf

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