CRM Implementation Research Articles

Mobile Application for Ordering Custom Motorbike Packages at the TWBW Workshop with CRM Implementation

Mobile Application for Ordering Custom Motorbike Packages at the TWBW Workshop with CRM Implementation

Tipologi Loyalitas dan Kepuasan Nasabah Dalam Mengoptimalkan Customer Relationship Management (CRM) di BPRS SPM Pamekasan

The importance of customer loyalty and satisfaction positively impacts the growth of Sharia banks. Loyalty and satisfaction from a customer will be created if a harmonious relationship exists between the two parties, namely the customer and the Sharia bank, otherwise, a disharmonious relationship will damage the cooperation between the two. So it does not rule out the possibility that Islamic banks will experience problems. This research aims to determine CRM implementation and customer loyalty and satisfaction factors at BPRS SPM Pamekasan. This type of research uses descriptive qualitative methods. The results of this research show that the implementation of Customer Relationship Management implemented by BPRS SPM Pamekasan includes: Being able to identify customer desires, obtain new customers, retain old customers, convince customers to continue using BPRS SPM products and services, and provide good after-sales service. To create success in the Customer Relationship Management strategy which can generate loyalty and satisfaction for BPRS SPM customers, this is by improving the quality of service provided to customers, with the aim of good service, a good relationship will also be built between BPRS SPM and customers thereby creating loyal customers. and feel satisfied.

Overcoming Challenges in Social CRM Implementation: A Systematic Analysis of Emerging Trends and Best Practices

Overcoming Challenges in Social CRM Implementation: A Systematic Analysis of Emerging Trends and Best Practices

Sales Improvement through Web-based CRM Implementation

Sales Improvement through Web-based CRM Implementation

A SEM Approach to Determine the Critical Success Factors Involved in CRM Implementation

The aim of this research is to study which the critical success factors are determining the success in a Customer Relationship Management implementation in Small and Medium sized Enterprises. Required data are collected with a quantitative approach and a questionnaire. The questionnaire was distributed among managers in Spanish SMEs and gathered data were examined using the structural equation modelling method. The results of this study reveal that sociodemographic, organizational and customer orientation variables have positive and significant impacts on the satisfaction of the implementation of CRM. A set of theoretical contributions and practical implications was also discussed. Current study helps managers to understand the role and importance of successful implementation of CRM in SMEs.

Way Wise

CRM can enable the enterprise to enhance greatest the satisfaction degree and loyalty degree of customer through the effective integrating the human resources, the operation flow and the specialized technology. The data mining technology is playing the very essential role in the CRM implementation. This article introduced the CRM and the data mining technology, and constructed the frame of travel agency CRM based on data mining aimed at the travel agency industry, and focused on the using of data mining technology in the travel agency customer relationship management. Keywords— Track Location , Android .

Strategic and Operational Profit Increase Structural Model for Social CRM in Hospitals

The rapid development of technology and social media requires companies to innovate in CRM management. The result of innovation from CRM with social media integration is also called Social CRM. The implementation of Social CRM is carried out to increase Strategic and Operational benefits obtained from using CRM. However, only a few studies explain the relationship between Social CRM and hospitals. That is why model analysis research is needed to help hospitals determine the Social CRM factors influencing the Strategic and Operational advantages of using Social CRM. At the same time, this study can be used to generate a recommendation to improve the operational and strategic benefits received from implementing Social CRM. This study describes a conceptual model to assess the relationship between social CRM implementation factors and Strategic and Operational Benefits. That way, the hospital can find out the relationship between the variables. The results showed there are eight variables, seven hypotheses, and 32 indicators that hospitals can use as a reference for increasing Strategic and Operational Benefits from using social CRM. Other studies can use these model elaboration steps to implement a conceptual model into a Structural model.

Modelling client and construction firm barriers hindering social client relationship management system implementation in the built environment

ABSTRACT The need to foster a strong relationship in the construction industry is vital due to the level of dependency among stakeholders in the sector. The social CRM system has been deployed as a relationship tool in most sectors, but its infusion in the construction industry is not resounding. Hence, the study investigates the barriers to Social Client Relationship Management application in fostering sustainable relationships among construction stakeholders. It models the relationships between the associated barriers between the client and the construction organisations affecting the implementation of social CRM systems. A quantitative research approach was adopted, and a face-to-face questionnaire survey was conducted on 200 construction experts selected from 40 construction projects in Lagos Island. The targeted construction experts were elicited for the survey using purposive sampling techniques. Data from the survey were analysed using SPSS 21 data analytics techniques like frequencies and percentages. Also, the study used SmartPLS (v.3.2.3) to develop the structural model. Findings from the study revealed a strong relationship between the significant factors associated with the clients and construction organisation hindering Social CRM system implementation in the built environment. The findings can assist built environment stakeholders in developing strategies to control the factors associated with the client and construction organisation militating against Social CRM implementation in the construction industry.

A Framework for Successful CRM Implementation in Indian Banking Sector

Banking sector is a pivot of economy & also plays vital role for boosting GDP rate in Indian economy. It is highly required that customer should delight after perceiving services in banking sector. As well as financial inclusion is spreading, the need of maintain good relationship with customers is also increasing after implementation of financial inclusion scheme. In India, most of people have covered by financial inclusion but still one thing remains, how can bank maintain good relationship with existing customer & prospective customer? Good relationship with customers is main key for boosting growth rate of country. If banks get success for creating good relationship with customers, in fact it will be great achievement for country. CRM is always circumspect for good relationship. It provides healthy financial track for running banking sector in economy, but successfully implementation for CRM is more important term to boost growth rate of country. Indian banking sector is backbone of economy. We can't ignore it for the development of economy but now banking sector is facing hyper competition in present scenario. Indian banking sector is passing through critical stage & facing a lot of changes. With help of successfully CRM implementation in Indian banking sector, we can solve this problem with easy way and also generate sound banking in country. According to RBI, “CRM is a continuous process – it is a journey, not a destination. To be successful in this arena, banks need to embrace CRM as a philosophy and adopt a strategy for managing customer relationships that effectively address three key areas: people, processes and technology and even in the context of financial stability, CRM is important.” CRM model in banking sector must integrate of technological adaptation, organise training & skill development programme, collection of customer data, analysis & interpretation, timely integration and evaluation for achieving the goal.

The role of CRM implementation in internal capital markets

PurposeThe purpose of this paper is to investigate how customer relationship management (CRM) implementation affects internal capital allocation efficiency, the efficiency with which a firm allocates its capital across its business segments.Design/methodology/approachThe authors use a statistical regression method to analyze a sample of 801 unique firms in the USA from COMPUSTAT and the Computer Intelligence database. This analysis examines the relation between CRM implementation and internal capital allocation efficiency and identifies the conditions under which firms benefit more from CRM implementation. They also use instrumental variables (IVs) to address endogenous concerns with a two-stage least squares (2SLS) model.FindingsThe authors find that CRM implementation is positively related to internal capital allocation efficiency. The results are robust to the 2SLS analysis with IVs. This positive relation is more pronounced for firms with effective internal control and for those operating in highly competitive markets.Practical implicationsThe research implies that that CRM can have a significant cross-functional effect on corporate financing and budgeting. This also suggests that when chief marketing officers plan marketing initiatives and implement CRM, they should communicate to chief financial officers not only the direct effect but also the indirect strategic benefits of such initiatives to a firm.Originality/valueThe authors reveal a previously overlooked aspect of marketing accountability by suggesting marketing’s impact on internal capital markets. They also enrich the body of literature on CRM benefits by showing a cross-functional benefit from marketing to finance (or capital allocation).

Customer Relationship Management : Literature Review

The purpose of this article is to provide a more meaningful view of CRM starting from the CRM definitions of several figures along with their orientation and the CRM strategic model framework so that later they can contribute to researchers and companies about CRM implementation and show that by managing customer relationships with both can increase the value of the organization/company. The method used is a literature study derived from previous books and articles that analyze the CRM model. There are 10 models in this article that are presented with comprehensive discussions and reviews that explore customer-centric, technology solutions to improve customer relationships, knowledge management systems, employee involvement in organizational performance.

Customer Experience Evaluation on Implementation Kredit Pasti Mudah (KPM) Application AT PT. Bank XYZ

Customer Experience is a perception that is felt by customers where they interact with applications, products, services from the brand of a product. Applications used by customers such as smartphones, websites, computer software, and so on. Currently application KPM that implemented CRM system at PT. BANK XYZ use has not been maximized. There is an obstacle that happening on Customer Experience in the use of KPM application and it’s affecting the Customer Satisfaction. The purpose of this study is to find out what variables contribute in the practices that the company have an obstacle between Customer Experience and Application in CRM system at PT. BANK XYZ with Factors Analysis and building a model for using CRM implementation process in current KPM application and determine the CRM Strategy at PT. BANK XYZ in the future using Regression Analysis. This research shows that in this study there are new 7 factors that has been founded using Factor Analysis in the Customer Experience sides namely Sales Utilization, Customer Regain, Customer Rewards, Technical Contribution, Customer Segmentation, Customer Personalization, Customer Retention. The result from seeing a Regression Analysis result we could apply in practice as we could make a strategy to reinforces the strength and decreasing its weakness of the application at PT. BANK XYZ

Customer Experience Evaluation on Implementation Kredit Pasti Mudah (KPM) Application AT PT. Bank XYZ

Customer Experience is a perception that is felt by customers where they interact with applications, products, services from the brand of a product. Applications used by customers such as smartphones, websites, computer software, and so on. Currently application KPM that implemented CRM system at PT. BANK XYZ use has not been maximized. There is an obstacle that happening on Customer Experience in the use of KPM application and it’s affecting the Customer Satisfaction. The purpose of this study is to find out what variables contribute in the practices that the company have an obstacle between Customer Experience and Application in CRM system at PT. BANK XYZ with Factors Analysis and building a model for using CRM implementation process in current KPM application and determine the CRM Strategy at PT. BANK XYZ in the future using Regression Analysis. This research shows that in this study there are new 7 factors that has been founded using Factor Analysis in the Customer Experience sides namely Sales Utilization, Customer Regain, Customer Rewards, Technical Contribution, Customer Segmentation, Customer Personalization, Customer Retention. The result from seeing a Regression Analysis result we could apply in practice as we could make a strategy to reinforces the strength and decreasing its weakness of the application at PT. BANK XYZ.

Role of Business Analytics in Effective CRM Implementation in Retail Sector: A Cross Sectional Research

Role of Business Analytics in Effective CRM Implementation in Retail Sector: A Cross Sectional Research

Roles of Customer Databases and Database Marketing in Customer Relationship Management

Development in information technology helps companies to build customer databases, perform database marketing, and do relationship management. The study discusses the various aspects of customer databases and database marketing and their roles in relationship management. It discusses the ways in which a customer database can be used to achieve best results. The study discusses the various issues of database marketing, ways of overcoming the issues, internal changes in an organization which should be made for implementing database marketing, and emphasizes that database marketing is not the solution to every issue. Organizations should analyze all these issues during CRM implementation. It also provides a direction for achieving the goals in relationship management. Organizations should be aware of and should consider all these aspects of customer databases and database marketing to develop customer relationships, to do CRM implementation, to achieve business excellence, and to succeed in the long run.

PRIJEDLOG MODELA/OKVIRA ZA OPTIMIZACIJU UPRAVLJANJA ODNOSA SA KORISNICIMA VISOKOŠKOLSKIH USTANOVA

In the present-day environment pertaining to digitalisation, increasing competition on the market and changes in industries, the CRM as a system is an essential tool for success. The issue of CRM system application in higher education institutions is insufficiently researched, especially in the parts that should indicate a clear connection between participants in higher education and CRM in higher education institutions, and factors that decision makers should pay attention to when making decisions about CRM implementation. Therefore, the aim of the paper is to research the functionality, application and advantages of CRM in the higher education sector, and to determine the features that will facilitate effective decision-making on the implementation of CRM. As a result of the research, a proposal for a conceptual model/framework of CRM was presented. The proposal is presented for the purpose of making appropriate decisions for higher education institutions when it comes to developing their own or purchasing a ready-made CRM solution. From the scientific aspect, the paper contributes to the existing literature by providing decision makers with an insight into the structure of the CRM system, its elements, connections and functionalities, as well as a description of the model with the information they need to pay attention to when making decisions.

Utilization of Twitter in Customer Relationship Management at PT Bank Syariah Indonesia (BSI)

The Association of Indonesian Internet Network Operators (APJII) released data, behaviorally, one of the most dominant uses of the internet in Indonesia is to access social media. Twitter is one of the potentials for companies as a means of interacting with consumers, including maintaining good relations and providing education for consumers regarding the products or services owned by the company, including the implementation of Customer Relationship Management. The purpose of this study is to what extent PT Bank Syariah Indonesia (BSI) utilizes Twitter in implementing CRM. The research method uses netnographic studies, where researchers analyze research results based on observations through social media through entree approaches, data collection, data analysis, data interpretation, and member checks. The results of the study show that Twitter plays a very large role in maintaining relationships with customers, especially in the Islamic banking industry. The number of questions, complaints, suggestions and criticisms addressed to BSI as a service industry makes Twitter a forum for filtering customer responses as a CRM implementation.

B2B CRM Strategy Design Guiding Principle: Study Case of Det-Urgent Company

Det-Urgent company wants to assess CRM B2B strategy in Det-Urgent’s approach to B2B at their early stage before selling their products. In this research the CRM strategy is being designed, and the outcome of the research is to find out the most suitable CRM implementation design strategy for Det-Urgent. Starts by examining previous studies that had applied the CRM strategy with a theoretical basis for the literature review to support and act as the basis for making the right design concept, then small surveys and interviews were used as a mix method, which are qualitative and quantitative. Finally, the study concludes with conclusions and recommendations. The result is a CRM design guideline that is most suitable for Det-Urgent in dealing with its customers from the results of the 4 stages that have been carried out. For the recommendations, this CRM design can still be developed by continuing research to implement Operational and Analytical CRM, because here the researcher only carries out the strategic CRM stage. And the results found are applied at an early stage, but when the company starts to grow it needs to be adjusted so that there are improvements.

New era in healthcare marketing through digital transformation and CRM

Customer Relationship Management has drastically evolved as a new marketing domain and has already been implemented in all major industries. The technological innovations through CRM systems has already proven successful in the financial and manufacturing domains. And the past one year has seen the drastic technological implementations in the healthcare sector. The purpose of this research is to evaluate the impact of CRM implementations in the hospitals and also to through light how the national e-health card mission of Govt. of India will open the doors to new era of healthcare marketing. The research discusses the benefits and factors that contribute to an increase in adoption of CRM in the hospitals. The research will be based on secondary data analysis integrated with initial primary data collection to determine the impact of CRM and national digital health mission. The study propose adoption procedure of CRM and its key benefits to the healthcare industry. The research will add significantly to the literature of technological innovations for the healthcare industry.

Twenty Years of CRM Implementation Research: An Investigation of CRM Critical Success and Failure Factors (CSFs and CFFs)

Twenty Years of CRM Implementation Research: An Investigation of CRM Critical Success and Failure Factors (CSFs and CFFs)