CRM System Research Articles

How Enterprises Achieve Frugal Innovation: A Configurational Study Based on the Model of Organizational Symbiosis

Frugal innovation offers cost-effective, demand-driven products for consumers in emerging markets. By leveraging this approach, enterprises can capitalize on opportunities, boost profits, and nurture beneficial consumer relationships. This study uses the transaction cost theory to explore how symbiotic relationships within environmental turbulence influence frugal innovation. The goal is to unravel the interconnected factors that drive high-performance frugal innovation, providing enterprises with a roadmap for seizing opportunities, enhancing profitability, and cultivating enduring consumer relationships. Data from 218 Chinese enterprises were collected through a survey and analyzed using fuzzy-set Qualitative Comparative Analysis (fsQCA) and Necessary Condition Analysis (NCA) methods. The research findings indicate that factors such as market dynamics, technological dynamics, collaboration with suppliers and customers, relationship governance, contract governance, and inter-organizational trust are not necessary prerequisites for high frugal innovation performance. Instead, the synergy among these factors is imperative for reaching elevated levels of frugal innovation performance. Furthermore, three distinct pathways to heightened frugal innovation performance were identified: a dual-drive mechanism involving membership relationships and governance mechanisms, a membership-driven approach in dynamic technological conditions, and a governance mechanism-driven approach in dynamic market conditions. This study offers valuable theoretical and practical insights for enterprises pursuing frugal innovation in turbulent environments, guiding them towards sustained growth and competitive advantages in new markets.

Aspects of Mother Knowledge Regarding Permanent Dental Trauma in Children

Tooth trauma is an injury that involves a tooth and/or involves its supporting structures leading to fractures, tooth transfusions or damage to periodontal tissue. Causes of permanent tooth trauma in children are falls, sports activities, and traffic accidents. The mother is the closest person to the child and has an important role in treating the child’s permanent tooth trauma. The aim of this study is to find out how the mother knows about the permanent tooth trauma of her 8-9 years old children. The design of this study uses observational analysis with a population of mothers of children aged 8-9 years of age of 120 and samples of 50 respondents taken using Quota sampling technique. The statistical test results are that the mother’s knowledge of permanent dental trauma has no significant relationship with the age of the mother (p value = 0,151 (> 0,05), past education (p-value = 0,258 (>0,05) work status (p-value = 0,113 (>0.05) and source of health information (p-value= 0,307( >0.05). Governments and dental professional organizations must act quickly to implement dental trauma management education and campaigns in the general public.

Industry 4.0 and Lean Manufacturing, using the MAUT Method

Industry 4.0 covers a wide range of areas, such as production processes, efficiency, data management, consumer relationships, and competitiveness. It is also becoming a topic of academic study, with researchers and scholars exploring various questions related to this revolution. Furthermore, the text mentions the Toyota Production System, which promotes efficiency and effective communication in production operations and introduces the concept of Lean Manufacturing, which aims to reduce costs and increase efficiency. The integration of Industry 4.0 with Lean Manufacturing is referred to as “Lean 4.0”. The method used in this article was a questionnaire sent to manufacturing companies in southern Brazil and analyzed the data obtained through the Multi-Attribute Utility Theory (MAUT), which is presented as a decision-making tool that allows comparing alternatives taking into account multiple criteria. The conclusions of this study show that both the views of senior management and those surveyed consider that the companies involved in this research will be in 5 years, with their Industry 4.0 well developed. On the Lean Manufacturing side, considering only the view of those surveyed, they consider that the companies involved in this study will be in 5 years, with Lean Manufacturing quite developed. The practical contribution of this study shows that the companies participating in the study are committed to adopting advanced manufacturing technologies and practices. This conclusion is important because it indicates that companies are aware of the opportunities and challenges of Industry 4.0 and Lean Manufacturing.

Using PLS-SEM to test the relationship model of corporate social performance across the product/service continuum: When do shared values matter?

Is it as simple as do good and keep customers? Does the principle operate similarly across the product-service continuum? To better understand the complex consumer relationship with corporate social performance (CSP), the moderation of shared values in an established trust mediating relationship model including both corporate functional performance (CFP) and CSP as antecedents was tested. PLS-SEM was used to explore how the model holds up along three points of the product service continuum: pure good (shoes), good with retail service (fast-food restaurants), and pure service (tax services). The one size fits all approach to relationship development and CSP strategy does not bear true. The shared values congruence effect is greater in the fast-food model, and the trust effect is greater in the shoe and tax service models.

Healthcare Marketing Evolution: A Comprehensive Exploration of New-Age Strategies and Patient-Centric Paradigms

This qualitative exploratory research examines the dynamic healthcare market, characterized by its unique interplay between healthcare provision, technological advancements, and evolving marketing strategies. It explores new-age marketing strategies, including digital presence, content marketing, personalization, telehealth, mHealth, social media, patient reviews, healthcare CRM systems, interactive tools, chatbots, and online marketing. The “Digital Presence and Optimization” strategy promotes visibility and engagement through user-friendly websites, SEO, mobile optimization, and social media interaction. “Content Marketing” builds trust and authority by generating useful, empathic content. “Personalization” personalizes healthcare and communications to engage patients. “Telehealth and mHealth” provide remote healthcare and digital health support. “Social Media and Influencer Partnerships” boost brand awareness and trust. Positive patient experiences under “Patient Reviews and Testimonials” influence potential patients. Patient data is centralized in “Healthcare CRM Systems” for personalized communication and targeted advertising. “Interactive Tools and Chatbots” enable instant health information access and patient participation. “Online Advertising” targets demographics and interests on digital channels. This research contributes nuanced insights to healthcare marketing discourse, emphasizing patient-centric approaches and the integration of digital innovations in a competitive market. The findings underscore the necessity for healthcare providers to adopt a more integrated, patient-focused approach to marketing, reflecting the broader trends of digitalization and consumer empowerment in healthcare. This article contributes to the academic discourse on healthcare marketing by providing insights into the strategies shaping the future of patient engagement and healthcare delivery in the digital era.

"The burden of lifestyle diseases and their impact on health service in India"-A narrative review.

Basically, non-communicable diseases (NCDs) are lifestyle diseases. They cannot be transmitted from one person to another person. Instead, our lifestyle, genetics, and environment influence our susceptibility to various diseases. In India, non-communicable illnesses and injuries are responsible for 52% of fatalities. The burden of non-communicable diseases and the resultant mortality are predicted to increase if the government does not take significant steps to prevent and control NCDs and related risk factors. According to the currently available research, the top causes of illness, disability, and death in India include hypertension, cardiovascular diseases, cancer, diabetes, lung disease, chronic renal disease, trauma, stroke, and chronic obstructive and mental disorders. Since 1980s, the Government of India has assisted the states through several vertical programs to prevent and control NCDs. However, efforts to prevent and control NCDs significantly increased under the 11th plan. New programs were launched on a small scale in a select few districts. The financial burden of NCDs has mostly stayed the same, though based on past experiences, reducing exposure to risk factors requires focusing on health promotion and preventative actions. The public healthcare system must have the tools and talents needed for effective management, early diagnosis, and screening. Effective monitoring systems, integrated management, and public awareness campaigns are required to successfully implement the program and make services available to all national citizens.

CRM TOOLS TO ENSURE THE PROTECTION OF INTELLECTUAL PROPERTY RIGHTS

The article examines the main aspects of using CRM systems in the management of relationships in companies under the condition of ensuring intellectual property rights. It was determined that the protection of intellectual property rights is considered through the prism of the development and implementation of a system of legal norms that require regulation of relations aimed at the need to create and implement intellectual property objects. The need to protect intellectual property rights, which is mediated by the design, development and use of special software, has been proven. Based on the analysis of the essence of the concept of intellectual property and the definition of its main components, the introduction of specially developed software is proposed. The choice of the software environment and tools for the implementation of the visual design of the proposed database is substantiated, which unites all stages of its development and implementation in a single seamless environment for the purpose of ergonomics and optimization of writing code in the appropriate scripting environment, which aims to ensure the generation and reproduction of tables, comparison of databases, synchronization of schemes and data, preparation of reports and optimization of the methodology and technology of their distribution, as well as fast and effective security management in databases. The main areas of implementation of the CRM management strategy and the implementation of software developments in the organization of the company's work, as well as the components of the information support of CRM systems, are presented. The method of implementing the CRM strategy in the company's activities is proposed. An information system for accounting of the company's activities was designed and developed on the basis of the CRM system. The main features, advantages and disadvantages of using CRM systems in the company's activities are determined. The scientific and practical utility of the proposed information management system allows for a step-by-step and component analysis of all business processes, to make management decisions for the purpose of better cooperation and legal protection of intellectual property in the modern information space.

The Role of Whatsapp Business in Increasing Consumer Engagement by Implementing Dewa Eka Prayoga Marketing Techniques

The development of digital communication technology has changed the marketing paradigm, with WhatsApp Business becoming one of the popular platforms companies use to interact with customers. Effective marketing techniques such as those developed by Dewa Eka Prayoga, a well-known practitioner in the field of marketing, have become a concern in efforts to increase consumer engagement. This research aims to investigate the role of WhatsApp Business in increasing consumer engagement by applying Dewa Eka Prayoga marketing techniques. This research focuses on understanding the extent to which WhatsApp Business and Dewa Eka Prayoga's marketing techniques can increase consumer interaction and engagement. This research uses a quantitative research method with data collection using a questionnaire. The respondents were randomly selected from the target population of WhatsApp Business users who have used the Dewa Eka Prayoga marketing technique. The questionnaire was structured based on consumer involvement dimensions and the effectiveness of marketing techniques, and it was analyzed using descriptive and inferential statistical methods. This research analysis shows that WhatsApp Business significantly increases consumer engagement when applied with the Dewa Eka Prayoga marketing technique. The high level of interaction between companies and consumers via WhatsApp Business positively influences consumer perceptions, as well as increases the level of consumer satisfaction and loyalty. This research concludes that WhatsApp Business is an effective tool for increasing consumer engagement when used together with Dewa Eka Prayoga's marketing techniques. Companies can use this platform to strengthen consumer relationships, expand marketing reach, and increase customer loyalty.

Personalizing Customer Connections: Optimizing CRM Strategies in Levi's Retail Outlet in Ahmedabad city of Gujarat

Effective consumer Relationship Management (CRM) is essential in the current competitive retail landscape to comprehensively comprehend consumer requirements, provide tailored experiences, and cultivate loyalty. This research examines the intricacies of customer relationship management (CRM) processes at Levi's retail stores, with the goal of identifying areas of strength, weakness, and providing suggestions to improve the efficacy of CRM. The study employs a qualitative methodology, using purposive sampling to pick Levi's branch managers based on their experience and the importance of their outlets. Interviews are conducted to gather data. Semi-structured interviews provide a thorough investigation of CRM strategy, data management, personalisation efforts, difficulties, and future plans. These interviews are conducted while adhering to ethical rules. Theoretical contributions focus on the actual implementation of CRM ideas, enhancing the current body of knowledge by providing valuable insights into CRM practices that are relevant to the retail industry. The report recommends more investigation into the influence of developing technologies on customer relationship management (CRM) and the analysis of tactics in various retail sectors. To summarise, this study highlights the crucial function of CRM in cultivating customer connections inside Levi's retail stores. The text highlights the significance of technology, personalisation, and customer-centric strategies in attaining retail success via good CRM practices. It offers practical insights for managers and researchers.

Exploring the Impact of Smartphone Shopping on Consumer Relationships in Rural China: A Case Study of Village H

As a consumer software, mobile shopping apps are impacting the traditional rural markets in China, which have been weakening due to the loss of consumer base. This phenomenon has led to the gradual replacement of traditional rural markets by online shopping, eradicating both the consumption and social functions traditionally held by these markets. Efficient, cost-effective, and secure online shopping is gradually replacing the risky rural markets. However, this transition also entails the deconstruction of longstanding "acquaintance customer" relationships between buyers and sellers.

Digital marketing automation

Increased competition in an uncertain digital environment requires new approaches to improving marketing and business efficiency. Automation of business processes and marketing ensures management decisions aimed at improving customer experience by collecting, processing, and analyzing a huge amount of objective customer data from various sources and software services. For the company, it saves time and resources by automating routine processes, and, given the improved customer experience and corresponding loyalty of the target audience, it helps to increase the efficiency of marketing investments and improve the effectiveness of digital marketing (DM) and business. The article is aimed at substantiating the structure of a single user profile based on the integration of ESP and other DM software services with a CRM system. The hypothesis is formulated: creating a single user profile based on the integration of ESP and other DM software services with a CRM system by speeding up communication and improving customer experi­ence will increase the efficiency of DM and business in general. The research was conducted using general scientific and special methods: analysis and synthesis, system-structural analy­sis, comparison, systematic, logical generali­zation of results. Considerable attention is paid to email marketing, which remains one of the most popular DM automation tools, as it allows you to smoothly guide the consumer through the sales funnel with a high return on marketing investment. The effectiveness of integrating a CRM system and an ESP is proved, due to the specialization and functional features of the latter in interacting with consumers via email. The technologies, stages and tools of DM automation are systematized. It is proposed to collect all information about a particular consumer in a single user profile. This requires finding a technical solution for each business process and connecting software services into a single digital ecosystem. Collecting information about the company’s customers and their journey at all points of interaction in one place by integrating the services used into a single user profile allows you to make more effective decisions in marketing and business and achieve business goals

Enhancing Efficiency: Machine Learning Based Optimization of Average Handle Time in CRM Systems

Enhancing Efficiency: Machine Learning Based Optimization of Average Handle Time in CRM Systems

Determinants of Type II Diabetes Mellitus among Tuberculosis Patients in Yangon Region, Myanmar

Background: Although having Diabetes Mellitus might adversely affect tuberculosis treatment outcomes and reduce the likelihood of a favorable outcome, studies are still limited to identify many problems related to diabetes mellitus. Objectives: To identify factors influencing Type 2 diabetes mellitus among tuberculosis patients in Yangon region, Myanmar. Methods: A case control study conducted in the Yangon Region of Myanmar. Structured interview questionnaires were used for data collection after obtaining the informed consent. This study included 73 cases (TB patients with DM) and 146 controls (TB patients without DM) who were under tuberculosis treatment in 2023. Unconditional multivariable logistic regressions, crude odds ratios, and Adjusted Odds Ratios (AOR) with 95% confidence intervals and P-values < 0.05 were applied for significant association. Results: Of the 219 TB patients, 112 (51.14%) were male and 107 (48.86%) were female. The study observed that the risk factors of type 2 diabetes mellitus comorbidity among tuberculosis patients were: female TB patients (AOR= 2.84, 95% CI:1.36-5.94), aged 45 years and older (AOR=3.04, 95% CI: 1.45-6.37), who were married (AOR=2.28,95% CI:1.03-5.04), diagnosed by GeneXpert (AOR=2.66, 95% CI:1.22-5.79), those who had a family history of DM (AOR=4.08, 95% CI: 1.94-8.58), and those who had BMI ≥25 (AOR=9.00, 95% CI: 2.71-29.95). Conclusion: Based on findings, women TB patients, TB patients aged 45 years and older, married TB patients, TB patients detected by GeneXpert results, and TB patients with a family history of DM and a higher BMI were strong determinants of having TBDM. Therefore, encouraging health promotion on physical exercise, TB awareness campaign, pre-diabetes and diabetes screening and management among TB patients is crucial for the management of lifestyle and effective measures for the TB and comorbid disease control program.

Role and Responsibilities of Customer Relationship Management in India: Features, Skills, Constituencies and Strategies

Customer Relationship Management (CMR) is a strategic approach aimed at strengthening relationships with customers while simultaneously cutting costs and improving productivity and profitability in company. CRM emerged in the early 1970s when businesses saw the need of shifting their focus from products to customers. The birth of CRM was a result of this attentive perception. Establishing and maintaining this kind of interaction with clients may be challenging and relies on the methodical and flexible implementation or integration of a CRM system. Once achieved, it is the most effective approach to handle consumers. Customers experience appreciation via self-satisfaction and loyalty, leading to stronger relationships with suppliers and ultimately boosting company. A CRM system is used for managing current clients and attracting new ones. The procedure begins with identifying a client and entering all relevant facts into the CRM system, commonly known as an ‘Opportunity of Business’. The Sales and Field staff strategically follow up with clients to turn them into successful deals. Customer connection Management techniques have provided a fresh perspective for suppliers and customers to maintain a strong business connection by meeting each other’s purchasing and selling requirements.

Survey on Context Based Identification of Customer Name Variations using ML Techniques

Abstract: The demand for automated validation of new customer company accounts, with a specific emphasis on resolving name variations within large databases, is steadily increasing. This surge in demand is a direct response to the significant scale at which data for new customers is being input into CRM systems, necessitating manual validation and correction processes. The primary objective of this survey paper is to identify machine learning methods capable of addressing the challenge of resolving name variations in extensive databases. To achieve this goal, we propose a multi-step approach. Firstly, we employ an approximate string matching algorithm with high computational speed to identify matches with a very high percentage of accuracy. In cases where such matches are not found in the system, we utilize named entity recognition techniques to annotate company names and their suffixes, such as INC, PVT, LTD, CORP, and CO, which may appear in various forms. To resolve abbreviation disambiguity, we explore the application of machine learning algorithms, including the naïve Bayes classifier, decision trees, and Support Vector Machines. In this survey paper, we conclude by presenting potential approximate string matching algorithms, a named entity recognition method, and a model for resolving abbreviation disambiguity. Our review not only provides a comprehensive overview of the current state of research in this area but also highlights gaps in the existing knowledge, offering valuable insights for future research and practical application.

Design and Implementation of a Tailored Dealer Management System (DMS) for the Automotive Industry

This paper presents a thorough investigation into the design and implementation of a Dealer Management System tailored for the automotive industry. The DMS is intended to streamline after-sales processes such as inventory and expense management, service order creation, and financial data monitoring. The system integrates with a variety of other platforms, including ERP, CRM, and payment systems, which improves collaboration between dealers and distributors. The architecture of DMS, known as Copilot Next, is detailed, with a focus on the backend, frontend, and integration components. Sentinet and Dell Boomi are integration tools that allow for seamless connectivity with other systems. The findings show that the DMS effectively meets the needs of multiple vehicle brands, improves part ordering accuracy with AI tools, and ensures data consistency across systems. This study offers useful insights into the design and implementation of a DMS that can significantly improve dealership operations and customer service in the automotive industry.

ASSESSMENT OF THE CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE MARKET BASED ON A FUNCTIONAL APPROACH

With the ever-increasing importance of effective customer relationship management for businesses, the problem of choosing the right software arises. With the variety of software solutions, it becomes difficult to determine the best option that would meet the specific needs of the enterprise. The rapid development of this sector, coupled with the variety of software products, makes it difficult to find the right solution that meets business needs and allows for effective customer relationship management. A lack of understanding of the customer relationship management software market has led to a failure to utilize its potential. Lack of consensus on the optimal strategies for using CRM systems and limited research in this area require an active search for solutions to optimize customer relationship management. The purpose of the article is to study and analyze the market for customer relationship management software based on a functional approach to identify a promising direction for the development of this sector. The article highlights the capabilities of CRM systems and the basic tasks they solve. An analysis of revenue dynamics in the global market for customer relationship management software is carried out. The forecasted values of revenue in the global customer relationship management software market for 2024-2026 are determined. The key players in the global customer relationship management software market are identified.

ФОРМАЛИЗАЦИЯ БИЗНЕС-ПРОЦЕССОВ ПРЕДПРИЯТИЯ ПРИ МОДЕЛИРОВАНИИ АВТОМАТИЗИРОВАННОЙ СИСТЕМЫ УПРАВЛЕНИЯ ВЗАИМООТНОШЕНИЯМИ С КЛИЕНТАМИ

A pressing issue of automation and digitalization of processes in a manufacturing enterprise is the introduction of an automated customer relationship management system, namely a CRM system (Client Relationship Management System) into the structure of a functioning enterprise. The stage of in-depth study of the enterprise’s business processes, building the structure of business processes and modelling the future system allow one to significantly reduce the implementation time of the automated system, to clearly assess the compliance of the task and the future system, and to fulfil the effective implementation of a CRM system at a manufacturing enterprise. At the preliminary analysis stage, the issues of identifying the main entities of the system and determining the level of their interaction are resolved. The aim of the study is to describe the methodology for constructing a conceptual model of a CRM system using the example of conducting research on the structure of the enterprise’s business processes and further formalizing the results of preparatory work for the subsequent effective implementation of a CRM system. The main research methods are theoretical analysis, formalization and methods for constructing information models. The novelty of the work lies in examining poorly-studied aspects of the preliminary analysis when implementing CRM systems, identifying patterns in the description of typical non-production processes and their formalization for a functioning manufacturing enterprise. The study results can be used in designing the architecture, programming and setting up a CRM system at an enterprise in the field of mechanical engineering and other types of production.

MARKETING ACTIVITIES OF IT COMPANIES: INFORMATION AND ORGANISATIONAL CAPABILITIES FOR DIGITAL PRODUCT DEVELOPMENT

The purpose of this article is to provide a comprehensive examination of the informational and organisational capabilities of marketing activities in the market for digital products and services. It highlights the importance of data analysis, web analytics and technology partnerships for success in the digital marketplace. It also examines modern organisational strategies to help IT companies effectively implement marketing initiatives and adapt quickly to changing business landscapes. Methodology. This article is based on a theoretical and methodological review of the existing scientific literature on digital technologies, the marketing of digital products and services, and an overview of current technological and organisational solutions in the digital field. In addition, it includes a survey of marketing managers from renowned IT companies with the aim of delineating the typology of organisational structures within marketing departments. Results. Information delivery, data analytics, monitoring tools and web analytics are critical to digital marketing in IT organisations, facilitating the collection and analysis of data from multiple sources such as websites, social media and CRM systems. By leveraging big data and machine learning algorithms, it is possible to identify complex dependencies and predict consumer behaviour. Technological partnerships and collaborations with startups are becoming increasingly important for IT companies' marketing efforts, providing access to fresh ideas, technologies and a competitive edge. Organisational structures in the marketing departments of IT companies emphasise agility and cross-functional teamwork, often using agile methodologies. This promotes adaptability to market changes. Marketing structures typically include inbound approaches, flexible growth-oriented setups, and streamlined hierarchies. Practical implications. These marketing tools and organisational methods are recommended for implementation in the marketing departments of IT companies. The correlation between informational and organisational capabilities contributes to the achievement of marketing goals and the competitive advantage of IT companies in the marketplace. Scrum and Kanban, widely used agile frameworks, are not limited to technology companies but are also common in financial services and retail. Value / Оriginality. In the context of the ongoing military conflict, successful operation of Ukrainian IT companies in the modern world requires not only technological superiority, but also effective marketing and a well-organised internal structure. To accelerate the recovery of the Ukrainian IT sector and improve existing practices, the following recommendations have been made.

Роль современных моделей взаимодействия с потребителями в управлении развитием компаний электронной розничной торговли в контексте трансграничного бизнеса

In the era of rapid development of cross-border e-commerce, an important prerequisite for the sustainable development of e-retailers is the need to consider the establishment of a trust-based consumer relationship model. The study examines the features and characteristics of online consumer behavior, the evolution of the development of the concept of online consumer trust in cross-border e-commerce and the current online consumer trust models through desk research and observational methods. It is suggested that in order to improve the interaction with online consumers from different countries and build trust in them, companies need to consider the use of digital technology, the diversity of online shopping experience, the provision of quality service, security and the effect of perceived social presence of consumers in the online environment in the online environment.