Called Customer Relationship Management Research Articles

The effects of customer relationship management (CRM) on e-commerce evolution: A systematic review

The developments triggered by marketing technologies in the information system of companies that took place in the mid-1990s through the tools of knowledge management, data mining, data quality, and social CRM, became effective in the construction of new business environments. The system called Customer Relationship Management (CRM), which has been widely disseminated in the business environment, has been one of the factors that makes relationship marketing in company management manage all relationships with customers. CRM is more than marketing, as it allows its management, sales and new business, and consequently impacts the evolution of e-commerce. Thus, the objective of this research is to identify and explore the effects of customer relationship management on the evolution of e-commerce and what its potential would be. We used a methodology with a qualitative approach, descriptive and exploratory, by systematic mapping method and deductive hypothetical, whose data collection technique was the systematic literature review research, seeking international articles in the databases indexed in the Capes platform (scopus), in the period 2015/2018, related to the theme. Inclusion and exclusion criteria through selection of articles performed by software: VosViewer and Excel. Electronic commerce is becoming more and more prevalent because it is characterized by easy access to information, being an ubiquitous trade with low transaction costs, which in an abstract place contributes to the realization of an economic market.

Application of Web Communication Relationship Management in Small and Medium Enterprises

Small and Medium Enterprises (UKM) in Indonesia are still managed traditionally since the touch of information technology is not optimal. On the other hand, the number of customers or transactions made by UKM may no longer be of small value. One modern business approach is to pay attention to customer factors, not only before the transaction but also after the transaction. Applications in the field of information technology in this domain are called Customer Relationship Management (CRM). This research tries to develop a CRM model adapted to the community's culture and the SME business model in Indonesia and considers the penetration of information technology in general. The approach used is to use the Prototype model in which the system creation process is structured and has several stages that must be passed so that the information system becomes better and easier. The results show the small and medium businesses can make CRM simpler and more generic

Competency Development of Quality Control in Automotive Companies to Improve Service Quality

The QC team provides innovation improvement ideas conducted by other departments until the output is produced perfectly using the concept of Plan-Do-Check-Action (PDCA), while the QC function in the context of sales and after-sales here is to control the service process of each dealer to comply with company standards. QC team must have a qualified knowledge and ability which described the ability including providing services, responsive, trustworthy and have empathy in running relationships in the team and consumers. One of the techniques that can be used today for Quality Control Sales and After Sales is the technology called Customer Relationship Management system (CRMs) which will facilitate qc work in terms of fulfilling the components of PDCA. Therefore, each QC team must have the appropriate level of education qualifications, technological operating skills and analytical power to be able to affect the productivity of the company.

Mobile Customer Relationship Management (m-CRM) Application Development in MSMEs Indonesia

Micro, Small and Medium Enterprises (MSMEs) in Indonesia still utilize e-commerce which only focuses on sales, not yet equipped with good relations management with their customers after the transaction. The information technology system used to retain customers with the aim of increasing customer loyalty is called Customer Relationship Management (CRM) System. The current CRM application is more developed for large companies so that when applied to MSMEs it causes many gaps and is not adaptive. This study tries to develop a CRM application based on Android or called Mobile-CRM (m-CRM) that is adjusted to the needs of MSME businesses in Indonesia using a local approach and based on the characteristics of MSMEs in Indonesia. Modeling the system in the MSME CRM is described by the Use Case Diagram. The development of this application uses one model of system Rapid Application Development(RAD), namely Phased Development. The results of this MSME m-CRM application are generally equipped with product management features, transactions, managing customer relationships, and seeing delivery tracking. These features are expected to be able to help MSMEs in Indonesia increase customer loyalty and build global marketing in order to support the independence of the national economy.

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IMPLEMENTATION: FAILURES, SUCCESSES, AND LESSONS LEARNED-A REVIEW

Our paper discusses an important strategic management technique called Customer Relationship Management (CRM) and talks about the successes and failures companies face while implementing this concept in their organization. Customer Relationship Management (CRM) is a technology used to build relationship between an organization and existing customers or potential customers. CRM system records information about customers, manages marketing campaigns, finds sales opportunities and stores information/ data of the customers. This makes it easy to satisfy the customers, improve the relationship with the customer, increase sales, and improve the organization’s profitability. Another important feature discussed in the paper is the Scope of CRM and what roles do various entities play in the success of maintaining positive relationships with customers. In addition to this, our paper also dives into the implementation process of CRM in a company and the various software used in the real world. We also venture into the positive and negative aspects of implementing CRM in your company and where you can go right or wrong. Prime examples of various companies facing success or failures are mentioned in detail to help understand the effects of CRM implementation.

APLIKASI MOBILE-CUSTOMER RELATIONSHIP MANAGEMENT UNTUK SMALL AND MEDIUM SIZE ENTERPRISES (SMEs)

The key factor of enterprise in order to still growth and developed is customer. The customer will give the value to the enterprise in the form of profit. Therefore, enterprises must be able to establish an sustainable relationship to customer. Since 1990 began to develop what is called Customer Relationship Management (CRM). CRM implements between the development of information technology and customer-centric views. The development of technology and the human need's to move quickly, CRM evolved into a mobile CRM. The Internet make mobile-CRM easily used to all of enterprise, especially small and medium size enterprise. This article is aim to explain the role and the applicability of mobile CRM to business level conditions of small and medium size enterprises (SMEs). The presence of mobile phone operating system that is flexible (android system), the internet cost of affordable and the social media applications as analogy of user interface in making mobile CRM application. CRM mobile application can be downloaded or installed through the app store with ease. It encourages mobile-CRM benefit's rather than as a function of customer data collection but became a window for customer information. In addition, the database can be analysis and relate to customer activity. Mobile CRM applications can take advantage of cross selling methods.

SEQUENCE OF ELECTRONIC SERVICE QUALITY ON CUSTOMER SATISFACTION

This study investigates the impact of electronic service quality dimensions on customers’ satisfaction. Finding indicates that customers are satisfied in three dimensions: information, ease of use and security/privacy while they answer with “Neutral” for the other dimensions: design, reliability and interactivity/personalization which in turns did affect the overall satisfaction. Furthermore, the recommendations of this research were as follows: Organization should give more attention to its e-service quality especially in the three dimensions which did not meet its customer’s expectation which are: interactivity/personalization, design and reliability. However, as the users become more mature, they know exactly what they expect to be e-service quality factors. Therefore, It will be valuable to find out the solutions to reduce failures in firm electronic service quality and fill the gap between what is perceived by the customers view through in depth qualitative inquiry. The solution will include the integration of internal functional departments and external integrations of channel. Nowadays, called customer relationship management (CRM) and supply chain management have become the main factors.

An empirical investigation on the effects of electronic banking on key customer relationship management

Article history: Received May 12, 2013 Received in revised format 12 September 2013 Accepted 7 October 2013 Available online October 22 2013 In recent years, there has been good progress on information and communication technology influencing businesses with a new emerging concept called customer relationship management (CRM) and it has made significant changes in electronic banking. The primary objective of this paper is to survey electronic banking effects on key CRM components in one of Iranian banks in city of Tehran, Iran. The survey designs a questionnaire and distributes it among some experts in one of selected regions and the results are verified based on t-student and Freedman tests. Results show that all electronic banking services influence on CRM. In addition, that there are no significant differences among effects of electronic services on CRM but each CRM component has different effects on electronic services. In fact, according to freedman test, improving customer relationship process is the most important factor followed by providing appropriate service for each customer, providing appropriate service on appropriate time for each customer and providing appropriate service by appropriate channel for each customer. © 2013 Growing Science Ltd. All rights reserved.

An Approach to Deriving Business Value of Customer Relationship Management Model in an Enterprise System

IntroductionInformation systems have business value when they enable more efficient business processes and improve managerial decision making. As organizations flatten and push decision making to lower levels, information systems make significant contributions to the overall quality of decision making to the entire firm. Companies are investing heavily in information systems which consist of technologies and applications designed to help users make better business decisions.Information systems, in particular maybe model driven or data driven depending on whether they support operational level or managerial level decisions. Business value of a information system depends on how much the system contributes to the revenue enhancement and [or] cost reduction. Research ObjectiveAn attempt is made in this paper to critically evaluate the business value of the information systems to manage customer relationship, henceforth called customer relationship management system (CRMS).Many companies are turning to CRMS to maximize benefits from their customer assets. CRMS is both a business and technology discipline for managing customer relationships to optimize revenue, profitability, customer satisfaction and customer retention. Methodology The study makes use of the CRM model of an enterprise resource planning (ERP) software. Reports generated at different levels i.e. operational level, middle (managerial) level etc. are studied and critically evaluated. The business value is estimated by using appropriate CRM evaluation method. Potential contribution to literatureThis study is a critical evaluation of an ERP package with respect to CRM module. This will give users of an ERP package an idea of how to optimally use the CRM module in an ERP package. This will also help the vendors to better position the CRM module in their ERP package. Finally, the business value aspect will focus on the ability of a module in a ERP package to contribute to share-holders wealth which is one of the objective of any company in today’s competitive business environment.

From mass customization to mass personalization: a strategic transformation

Business and operations strategists have long sought to formulate strategies that would serve profitably for a market of one. Two decades after its conception, there is growing evidence that mass customization strategy is transforming into a mass personalization strategy, making the market of one a reality, at least in select industries. The degree of transformation of a company depends on the extent to which its product is soft, i.e., can be produced electronically. Thus, at the lower end of the personalization spectrum are manufacturing companies engaged in producing hard, configurable products, while on the high end of the spectrum are service companies whose product can be totally configured and delivered electronically. The underlying factors that are enabling this transformation, in our view, are: (1) development of information technologies such as peer to peer (P2P), business to consumer (B2C), and Web 2.0, (2) near-universal availability of the Internet, (3) customer willingness and preparedness to be integrated into the process of product co-design and co-creation, (4) modern manufacturing systems, such as flexible manufacturing and, of course, (5) mass customization tools such as modularity and delayed differentiation, which help reduce manufacturing cost and cycle times and (6) deployment of customer-satisfaction-specific software called customer relationship management (CRM) to engender customer retention. Due to the importance and strategic success of affordable personalization, this issue is dedicated to that theme. The articles included in this issue would, I believe, serve as significant decision support mechanisms for companies pursuing a mass customization and personalization strategy. In addition to providing a brief perspective on articles included in this issue, we also summarize the state of the art of mass customization research.

CRM: The customer isn't always right

AbstractService companies believe two myths, says the author. One is that the customer is always right. And the second is that anyone willing to part with his money should be treated as a valid customer. Instead, the author argues, successful companies target customers who fit their business model. They're embracing a process called Customer Relationship Management (CRM). © 2002 Wiley Periodicals, Inc.

E‐Sales: Customer‐Centered Selling on the Web

IT'S CALLED CUSTOMER relationship management. In the realm of e‐commerce, what this involves is software that helps companies to market complex products online by mimicking the wisdom of expert salespersons. These programs counsel customers on what's available and what things cost. They also guide people to select items that meet their particular needs. Amanda North describes the components of this digital sales force and highlights how it fits within the larger framework of customer communications.