Customer Relationship Management In Companies Research Articles

Research Paper on Salesforce Technology

The domain of Customer Relationship Management (CRM) and business solutions has all been transformed by Salesforce, offering an extension of enterprise management and a powerful channel for simplifying processes, increasing customer engagement, and propagating overall business success. This research paper scrolls over the multiple layers that make up the Salesforce product and services, exploring the technology's changes over the years, the features that define Salesforce, and the many applications that have industry-wide use today for every kind of business. This study provides an overview of Salesforce's historical development that starts with the company's CRM focus and broadens out into Sales Cloud, Service Cloud, Marketing Cloud and several other applications. We then turn to the evolution of the Salesforce platform, showing how it has stretched and evolved over the years in response to changing business conditions. A significant portion of the research is devoted to uncovering the main technologies in Salesforce, such as Lightning Platform and Apex programming language, and Visualforce. From this we learn how the web components fit together flexibly and how easily the platform can be extended. This portion of the study also focused on the integration of Salesforce with third-party applications and systems. These passages underline its position in companies' complex digital infrastructures. Also, real-life practical examples and success stories were given, showing the tangible benefits of Salesforce applied to business in terms of increased sales and efficiency, as well as customer satisfaction. In addition, the study examines the potential effects of new technologies that have emerged, such as artificial intelligence and machine learning, on salesforce. In conclusion, it offers an analysis to future development trends for salesforce as well as a description of its history to date.

THE ADVANTAGE OF CUSTOMER RELATIONSHIP MANAGEMENT IN INCREASING A COMPANY'S INCOME AND REDUCING EXPENDITURES

It is imperative that a company's customer relationship management (CRM) strategy places a focus on steadily elevating the quality of service that is offered to the company's clientele in order for the business to achieve financial and operational success. The consumers' impressions of the company may be influenced by supporters, who can also inform, instruct, and enlighten them about the various available choices. It is not entirely out of the realm of possibility for a firm to profit from social turmoil by using a variety of different technological strategies. Programs that are intended to maintain consumers as repeat clients are variously referred to as recurrent marketing programs, club participation programs, and customer loyalty programs. All of these programs are essentially the same thing. When a company is able to properly manage its connections with its clients, they see a decrease in the number of customers who opt to discontinue doing business with that particular company. This is because the firm is better able to maintain positive relationships with its clientele. This is due to the fact that satisfied consumers are more inclined to speak positively about a certain firm to other people. The use of CRM paves the way for the company to obtain better levels of income while simultaneously minimizing the levels of operational expenses it incurs.

Customer relationship management and its impact on entrepreneurial marketing: a literature review

AbstractEntrepreneurship is one of the business forces with the greatest power to transform today's society, due to its ability to discover and take advantage of new opportunities to satisfy customer new and changing needs and expectations. Customer relationship management (CRM) has proved to be both a highly influential business management strategy and a powerful business management technology solution, with a particularly relevant impact in the area of entrepreneurship. CRM has helped drive growth and future expectations and has had excellent results in terms of return on investment wherever it has been implemented. An exhaustive review of previously published findings in a specific subject area can uncover new lines of research. This paper uses semi-systematic review to the study of the reality of the link between CRM and entrepreneurial marketing in business. This approach is used to comprehensively describe the state of the art of the impact that CRM can have in the modern business environment, through the empowerment of entrepreneurial marketing. In a structured manner, the present paper reviews the 86 most relevant studies of how CRM affects entrepreneurial marketing policy development through its alignment with relationship marketing and customer-centric business models. The growing use of CRM in companies is one of the pillars of technological and social change in entrepreneurship, being a clear example of how big data can benefit society. The study focuses on the period from 2015 to 2019.

La gestión de relación con los clientes (CRM) en el desarrollo comercial de las empresas

El desarrollo constante que tienen las empresas a nivel mundial permitió generar nuevos procesos tecnológicos que facilitaron la interacción con los clientes, este artículo tuvo como objetivo analizar la importancia que tiene la utilización de la gestión de relación con los clientes en las empresas y cómo influye positivamente en el crecimiento comercial. Para esta investigación se utilizó un estudio bibliográfico y documental de artículos científicos, tesis, libros y periódicos, publicados en base de datos virtuales y físicas de carácter especializados en marketing, lo cual genera un aporte significativo, además de lo cual se ha realizado un análisis de dichos estudios inductivos, es decir se ha ido de lo general al análisis teórico específico de la aplicación de la gestión de relación con clientes (CRM). Las empresas que utilizan el CRM lograron obtener un equilibrio comercial, incluso incrementar las ventas, fidelizando clientes según los estudios realizados, el uso del CRM junto con las estrategias de marketing relacional, experiencial y el uso de Key Account Management que es el manejo de cuentas claves que permitió generar valor agregado y satisfacción en el cliente.

Intelligent CRM systems of transport companies

High technological efficiency and the use of intelligent systems are the main internal factors in the evolution of the transport company. Transportation companies are introducing digital infrastructure, trying to achieve practical results by focusing on customer demand, such as actively using Customer Relationship Management and holding on to the customer, increasing their loyalty. But there are problems in activating such systems because of their heterogeneity and non-systemic approach to their use. A system analysis is needed, which is the main purpose of this article. This problem is discussed in this article for highly competitive transport (logistics) business. The capabilities and impact of the transport company 's customer relationship management systems in the cloud are analyzed. The method of organization and regulation of business processes oriented to relations with clients, creation and development of cloud business infrastructure is proposed. The evolutionary cycle of the transport system in cloud infrastructure is described. A comprehensive multiplicative transportation efficiency model similar to the Allen model has been built and described how to use it to evaluate system self-regulation. The results of the work can become a methodological basis for solving practical problems of business processes of transport systems and their transfer to cloud infrastructure.

PENGARUH MANAJEMEN HUBUNGAN PELANGGAN TERHADAP KEPUASAN KONSUMEN

The purpose of this research is to know the influence of customer relationship management (CRM) consists of three independent variables: communication, commitment and quality of service towards customers' satisfaction at PT Indomobil Trada (Nissan) Radin Inten. This research is associative research with quantitative approach is done by using survey method through the distribution of a questionnaire to 120 respondents were selected using a non-probability sampling techniques. Data analysis technique used is multiple linear regression analysis with stepwise method. The research results showed that all the independent variables of the customer relationship management (CRM) have a positive and significant influence towards customer satisfaction. From the results of this research are expected to increase the company's customer relationship management with increasing commitment, communication and quality of service, so that it can increase customer satisfaction.

A Method of Selecting Optimum Customer in Company Customer Relationship Management

CRM systems have been developed and designed to support the areas of marketing, service process and sales. A company will give declination to the customer based on the historical data which is not effectively. In this paper, we suggest a data mining and artificial technique to maintain the customer relationship. We use data mining ARM technique to mine the customer information, and we provide an offer to the selected customers using PSO technique. Experiment results show the performance of apriori algorithm for diverse combination of profit lengths of each customer.

Investigating the Impact of CRM Resources on CRM Processes: A Customer Life-cycle Based Approach in the Case of a Greek Bank

Contemporary economy, which is characterized by globalization, increasing competition and advances in communication and information technology, force companies to depart from traditional marketing doctrines and adopt a customer-centric approach by focusing on managing customer relationships. Relationship marketing is a marketing strategy enforcing companies to deal with enormous customer data management challenges, thus necessitating the deployment of supporting IT systems. This need has been covered to a great extent by the development of Customer Relationship Management (CRM) systems.The aim of the present study is to investigate the impact of a company's CRM related human, organizational and technological resources on its CRM processes. A customer life-cycle based approach has been chosen. As a result of this, CRM processes have been mapped on the initiation, acquisition, regain, maintenance, retention, expansion and exit customer life-cycle stages.Field research was conducted by utilizing an interviewer-administered questionnaire, which was developed by adopting relevant work reported in literature. The case industry chosen was the Greek banking sector. The survey was conducted among all the employees of a Greek leading bank's 10 branches located in the region of Thessaly, who were involved in CRM processes. The final sample comprised 102 correctly answered questionnaires. Inter-item analysis was used to verify the scale's factors for internal consistency or reliability. The Cronbach's alpha, which was calculated for each scale, ranged between 0.819 and 0.912. Regression analyses were then performed to examine the impact of CRM resources on customer life-cycle stages. The results highlighted that CRM organizational resources are the most vital, since they have a positive effect on the processes of all customer life-cycle stages. Moreover, human resources were proved to have a significant effect on the early (initiation, acquisition, regain) and middle (maintenance, retention) customer life-cycle stages, while their impact on the late stages (expansion, exit) is minimal. Finally, technological resources were shown to have a small influence on the middle customer life-cycle stages.

CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS’ PREVALENCE IN LITHUANIAN BUSINESS

Customer Relationship Management is a widely known concept, used in the global literature; however, the Lithuanian entrepreneurs often use it in a different sense and perceive it as the abstraction or are not well aware of it in general. Customer Relationship Management (CRM) is a business management system that helps to manage and develop business relationships with existing and potential customers, thus ensuring the maximum and long-term profitability of each client. In the strict sense, CRM is a software technology that can effectively organize, automate, integrate and harmonize business processes. Companies that use these systems are striving to find new customers, attract them and achieve their loyalty as well as to maintain existing ones. Business Customer Relationship Management program covers the whole company’s business strategy, it collects and analyzes data on all customers and aims at offering the best option for each customer’s segment in order to increase profitability and reduce operating costs. When applying the Customer Relationship Management in companies, we can more easily come into contact with customers without forgetting anyone of them, segment customers and offer the best option for each segment, more easily identify loyal customers and apply loyalty programs, collect data on the partners in the system, which makes the work easier in case of changes in staff, and quickly identify problems arising in the company when the system collects customer inquiries, complaints or other comments.DOI: http://dx.doi.org/10.5755/j01.em.18.1.4393

Modelling and predicting customer churn from an insurance company

Within a company's customer relationship management strategy, finding the customers most likely to leave is a central aspect. We present a dynamic modelling approach for predicting individual customers’ risk of leaving an insurance company. A logistic longitudinal regression model that incorporates time-dynamic explanatory variables and interactions is fitted to the data. As an intermediate step in the modelling procedure, we apply generalised additive models to identify non-linear relationships between the logit and the explanatory variables. Both out-of-sample and out-of-time prediction indicate that the model performs well in terms of identifying customers likely to leave the company each month. Our approach is general and may be applied to other industries as well.

Cloud Computing CRM-- Management of Small and Medium Customers the Choice of International

To get rich, first build roads”, Enterprise's Road, Is the company's customer relationship management. In national regions, due to opposite out-of-the-way, traffic developed, the development of national economy and society, obviously lag ethnic cultural personality is distinct, make national regions of small and medium-sized enterprise customer relationship management become the key to the development of enterprise. Through computing clouds of small and medium-sized enterprises in national regions, CRM applications of ethnic areas of customer relationship management of small and medium-sized enterprises internationalization.

Remedy or cure for service failure?

PurposeThis paper aims to contribute to a growing body of service recovery knowledge by examining the relationship between service recovery, consumer satisfaction and loyalty in a commercial banking environment.Design/methodology/approachA conceptual framework encompassing th\e concepts of service recovery, communication, customer satisfaction and customer loyalty in the commercial bank setting is developed. A questionnaire is designed to focus on issues related to efforts made to investigate causes of service failure and to develop recovery strategies that meet customer expectations of how their banks should handle such problems.FindingsResults show that communication had a significant relationship with service recovery and that higher levels of redress independently increase positive consumer responses. The findings also show that the interaction of employee responsiveness and courtesy can also have a positive impact on consumer evaluations. Satisfaction was highest and negative word‐of‐mouth intentions lowest only under conditions of high responsiveness and courtesy.Research limitations/implicationsService recovery is process‐oriented, and does not assess whether the reported problem that led to the actual complaint has been resolved. This aspect of the study opens a number of directions for future research with the goal of increasing the still limited understanding of service recovery issues in commercial banks. To achieve an in‐depth view, a more comprehensive qualitative study that pursues the same research questions may be appropriate.Practical implicationsAn implication is that, when managing complaints related to customer dissatisfaction, the approaches undertaken by service quality leaders should aim to provide just resolutions/fairness in service recovery. This study also provides insight into a company's customer relationship management practices. However, in order to encourage customers to complain directly, a company, if complained to, needs to enhance the perception of a possible outcome.Originality/valueA conceptual framework is developed and used to investigate the relationship between service recovery, consumer satisfaction and loyalty.

Customer relationship management in the contract pharmaceutical industry: an exploratory study for measuring success

Managing customer relationships is a very important issue in business-to-business markets. This research investigates the growing number of available resources defining Customer Relationship Management (CRM) efforts, and how they are being applied within the Contract Pharmaceutical Manufacturing industry. Exploratory study results using face-to-face and telephone questionnaires based on four criteria for rating a company's CRM efforts are presented. Data was collected from large Contract Pharmaceutical Manufacturing companies in the US market. The results and conclusions are discussed relating how the Contract Pharmaceutical Manufacturing industry is implementing CRM including some potential steps to take when considering a CRM initiative.

Design of a case based intelligent supplier relationship management system—the integration of supplier rating system and product coding system

The design of supplier relationship management to facilitate supplier selection using an integrative case based supplier selection and help desk approach to select the most appropriate suppliers together with their past performance records from a case base warehouse has become a promising solution for manufacturers to identify preferred suppliers and trading partners to form a supply network on which they depend for products, services and distribution. In this paper, an intelligent supplier relationship management system (ISRMS) integrating a company's customer relationship management system, supplier rating system and product coding system by the case based reasoning technique to select preferred suppliers during new product development process is discussed. By using ISRMS in Honeywell Consumer Product (Hong Kong) Limited, it is found that the outsource cycle time from the searching of potential suppliers to the allocation of order, as well as the delay in delivery of goods of suppliers after order allocation, are greatly reduced. In addition, performance of suppliers can be monitored effectively.